GROSSLY DISRESPECTFUL GUEST. Neil and his entire group have been marked as "Do Not Rent" in our system. Here's why: The morning after check-in, Neil called to let us know that the 1st floor heat was not working. Heating on the middle level and 3rd floor was working just fine; these floors were warm and comfortable. All 3 levels of heat had been working fine the day before this, when the house was checked for guest arrival, as our standard protocol. Rob, the owner of Yosemite Region Resorts, personally stopped by the luxury lakefront home to check on the heat and found that indeed it did not seem to be working on the 1st floor. Rob dispatched for heating repair immediately. Our heating repair guy said it was the fan, so he repaired the fan and the 1st floor heating was working again within 3 hours of the initial call from Neil. While Rob was at the property, he noticed that there was a dog running around inside the house. This is a strictly no-pets-allowed home, as clearly stated in the Airbnb listing. Neil had emailed our office several times after booking this home, requesting approval for his dog; his request was denied every time. But Neil brought his dog anyway. After departure Neil sent an email requesting reimbursement for half of the total amount paid, for the 1st floor heating disruption; he stated in this email that our management was great and the house was lovely and said that he would not give us a bad review if we agreed to his demands. Housekeeping found that Neil's group had damaged the dining table with deep scratches, left dirty diapers stacked in all the bathrooms, they left dirty dishes on the counters and playdough smashed in the carpet. A Big House On The Lake is a beautiful, well-maintained luxury lakefront home with consistent positive guest feedback. The homeowner takes great pride in caring for this property. Additionally, the housekeeping team assigned to this home, are exceptional in their cleaning performance. Prior to March 2018, linen service was optional in order to keep cleaning fees lower, this information clearly disclosed within the Airbnb listing information. Prior to March 2018, guests were provided the option of hiring linen service for an additional cost or they could bring their own sheets/towels in order to save on the cost, again this information clearly provided within the Airbnb description, so guest agreed to these terms before requesting to book with us. As of March 2018 linens are automatically included with all reservations. Neil's negative review is a result of denying his demands for 50% refund. We do not buy reviews. He offered a good review in exchange for compensation which is a violation of Airbnb's terms & conditions.
- Tara Stone, Management / Yosemite Region Resorts