Vivian was a difficult guest, but, to be fair, she did have some bad luck. Unfortunately, some workers outside the house did cut the power cable during her stay, but it was beyond our control and repaired the same day. And the microwave did stop working on her second day, still not sure why. The staff worked hard to make up for those issues and to accommodate her requests, and I am satisfied that we did our best.
However, even before her arrival she seemed dedicated to trying to get discounts or refunds by complaining. We reduced the weekly fee for two golf carts by $250 based on her claims that it was previously listed at a lower price. We were never able to find where she found that in the listing, even though we repeatedly asked where she located it so that we could edit out that mistake for future bookings. She still has not paid for the carts. She also booked for 6 people but brought 8. She still has not paid for the additional guests either.
After telling our onsite manager she was having a great stay, when she checked out she sent a list of complaints about the AC, the pool, the microwave and the fridge. Our air conditioners, including filters, are serviced regularly on a contract, the pool is cleaned every week, and yes the fridge is older, but we’ve never had a complaint before. So, we are disappointed things did not go perfectly for her and we wish her the best, but we will not be renting to her again.