Yes the house was not clean when she got there. She told me that she found a hotel it would be $489 for the night and requested that I pay for it. . I told her I’d be happy to refund her what she paid for one night reservation at our rental but I would not pay the 489 considering that they paid 3/4 less than what she was asking for . That made her very upset . I did give her a full cleaning refund and had the housekeepers go the next day to do a thorough cleaning. The housekeepers had to go back twice to clean the house because they did not leave the key the first time. I text Tess the morning that they were leaving reminding them that they had to be out by 11 o’clock sharp. We had other guests coming in. They did not check out until after 1. She swore to me they left on time, but the housekeeper sat there and watch them lock the door and leave at 11. They sat there for 30 minutes until they called me. . I called and text Vrbo called and text and they never responded to any of us. .. I knew she would pick the house apart and give us a bad review no matter what I did. There are three remotes one dish, one TV brand and one for DVD. we did have descriptions on how to use everything but unfortunately, it wasn’t there. She was expecting a smart TV with Netflex and all the other channels which we do not provide and it is in the amenities section. I guess she forgot to read check / check out rules as well. I’m sorry I’ve had no complaints regarding the heater or anything else that she has complained about, but I will definitely be checking the heater out ASAP. as far as the cleaning we switch housekeepers, but they did do a very good job. They just couldn’t keep the schedule straight.. I’m sorry that they had such a bad time. The house does have a beautiful view of coffee pot and very close to all your amenities and restaurants as well as rentals and bicycle rentals..

City laws do not allow us to have bright lights. We’re only allowed to have yellow lights however because we’ve been grandfathered in we are allowed to have soft, white light. DeCora is fairly new. It is American native. To fit the theme of Sedona. Yes, there was a confusion on check in, but it was taken care of immediately. Very very sorry for that. We state in the description that we do not supply firewood, or laundry detergent. But you requested it and because we did not have the house ready for you. We went and bought firewood and left a full container of laundry soap for you. There were many things you’ve asked for that were not included but we supplied them for you . As well as gave you 100% refund on cleaning..

Hello I’m glad you enjoyed your stay. Can you please tell us what we can do to earn a five star versus a four-star review thank you very much.

Thank you very much for your review. I make sure you have all your check in instructions before you arrive. I’m always available if you ever need me. The lighting has been addressed the Wi-Fi has been replaced with a new server. I’m glad you enjoyed your stay.

Very easy to work with.

Yes I live in California. The house was not cleaned when they arrived. I offered them to go to a hotel. Since I was not able to get anyone out at 10 pm on their arrival. There was nothing else I could of done. She refused the offer of the hotel. The house is in great condition. We have high ratings. We absolutley dropped the ball on the cleaning. I'm very sorry. I did everyrthing I could do. The house keeper did arrive the following morning to clean the house. Again I'm very sorry! This is not normjal and have been told it will not happen again!

Thank you very much we will put more hangers in. We do not have dressers because we have spent many hours returning peoples belongings so we found out without having dressers we don’t run into that issue as often. Please let me know how we can upgrade the kitchen amenities I’ll be happy to do so. Yes there was a few sticky things our housekeeper was on vacation and we had a new cleaner for that week. Very glad you had a good time thank you very much for letting me know about the issues they have been addressed

Hello How could we have improved your stay?

Thank you very much for letting me know about all of your concerns. I will address all of them. Thank you again for letting me know! I wish you would’ve contacted me when you were there so we could’ve addressed all the issues at the time. Thank you for letting me know.

I’m sorry but we know exactly how the house is left for each guest. The bed was not broken when you got there. The bed rails were on the floor! Very noticeable. The bed was in such bad shape we had to replace it. Our next guest couldn’t even use that room. Because we had to order a new frame. Luckily it was just one couple who stayed with us after your stay. They were very nice about it! The bed frame has been replaced. Socks in the bed! Im sorry but we wash everything every stay!! And disinfect all linens and hard surfaces. As far as dogs allowed. We have a dog run and 2 beds for dogs. We love animals. But we do charge a 25.00 fee. However, there was more then normal hair in fact it was more like cat fur. We do know the difference. Cats are not allowed. We did not charge extra for dog clean up. We did charge the normal 25.00 dog fee. The house has new linens, carpets, throw pillows, decorations and is fully stocked. We clean cobwebs on a regular bases but will bring it to the house keepers attention. As well as the bbq. Yes periodically we have issues with ants when guest aren’t very clean especially this time of year. We do tackle the issue as needed. I know your angry that you had to pay for the bed frame and the dog fee. We did not charge for the extra cleaning. The house was left very bad. The guest after you had to wait because it took so long for it to be cleaned. We had to take the comforters to the dry cleaners because they were so dirty and full Of hair. Again our guest were so nice about it. We took the comforters back and put them on the beds during their stay. I ordered extra just because of the experience we had with your stay. We did not charge you for the extra cleaning or the dry cleaning. Only for the damage bed frame and the normal dog fee. It’s states the fee in the description. We do our best to make all our guest comfortable and happy . We appreciate all your feed back.