I've read many times that it is not the bad review that is most important but rather the way that you respond to it. Please help me respond to this one. Things that might be helpful for context ...
1. The pool is cleaned once a week, every Monday. Guests checked in on Saturday. Even our welcome letter gives cleaning schedule. However, we had our pool people come out every day while they were there just to try to make them happy.
2. The surface is scheduled to be refinished in November. We just purchased the house and due to light staining want to refinish it. It has to be drained so did not want to interfere with anyones stay and needed to block off a full week. Staining is also addressed in welcome letter so that people are aware that we are refinishing.
3. The filter had just been cleaned two weeks prior. After this guest, we did decide to replace entire filter unit. We just purchased the home Aug 30th.
4. Grass was cut. It was cut the Friday before she checked in. They stayed Sat-Thurs. We do not own the lot beside of us which is vacant and I can only assume is what she is talking about.
Aghhhh ... she was horrible. Complained constantly.
"When we first arrived the house seemed to be fine nothing over the top but nice. We chose this home for its location and the fact that it had a pool for the kids to swim in since we went during red tide season. Had we been informed that the pool was not clean, we would have stayed somewhere else. The pool had not been cleaned prior to our arrival it had debris all in the bottom of it and on top. Adding also to the dirty look of the pool was the fact that it apparently needs to be refinished as we were later informed. The pool filter system was not working properly. When it was turned on you could see it blowing gunk back into the pool. The owners were already aware of this problem but failed to inform us. Regarding the debris in the pool, the owners told us the pool man would come on Monday to take care of the debris and that it was just like that because we checked in on Saturday before he was scheduled to come. Also informed us that the pool man told them it would be be okay for the kids to swim in the gunk in the pool. I refuse to let my grandchildren swim in somebody else's filth! This entire problem was already known by the owners before we ever rented the place! I found that piece of the pool completely needed to be redone including replacement of the filter system which was antiquated! I ask the owners for a reimbursement of $300 as I felt that was fair for this pool situation. They refused. They sent us a $100 gift card from Amazon and gave us a $200 credit on our next stay there. I do not believe this was a fair settlement and I am not happy! These are deceitful dishonest people! The house and the pool should have been in pristine condition when we arrived! And also, the grass should have been cut! It was a foot high and no one came to cut it while we were there the entire week! We're only able to take a vacation about once every 10 years so I would especially like to thank the owners for all the trouble of packing up the kids and driving several miles every day so they could swim! Not to mention the added expense of parking, gas and all the trouble of hauling all that mess down to the beach everyday!!"