Regarding Heather Lamb's response/complaints...
Here’s what Heather wrote
“The location isn't bad. The kitchen is not actually a kitchen and the laundry is an extra fee (and never received a response when we asked to use it). The place is nice and clean, but everything is taped off and there are very strict rules on how things are to be used/done. The location is alright and the place is clean, if those are the only things you require the place is really nice.”
MY COMMENTS on Heather's public airbnb comment:
I'm sorry that Heather felt she received a sub-par experience, for that is not our intent. On the contrary - we want all of our patrons to have an enjoyable experience here...and I work very hard to make that happen to the best of my ability. I've realized, though, that some patrons will be hard to please no matter what I do.
I find Heather's overall portrayal to be inaccurate (just basing it alone on all of our previous patrons' comments for the past 3 years), and I also find Heather's comments to be misleading, disappointing, and unfair.
Just Heather's first comment alone ("the location isn't bad" and "location is alright") demonstrates her attitude and lack of appreciation. The truth is that it's a great location - and a beautiful mountainside location in a natural setting in a private cul-de-sac in a custom-home neighborhood with beautiful views! "Vanity Fair Magazine" liked it, as they used our home-stay suite location for one of their magazine interview stories!
If Heather would have read our full description on the Airbnb site, she would have known that we offer a 'kitchenette' (that most of our patrons have found extremely workable for their cooking needs), and that there is a small fee to use the laundry room. It's all there. And the reason we go into a full description is because Airbnb, unfortunately, only offers a very limited description list of items that we can choose from to describe our property - and they don't offer the word, 'kitchenette', in their description check-off list. They only offer the word, 'kitchen' - so that's why we have to go into a fuller more accurate description for our patrons of what we actually offer, which is all on our Airbnb listing site. It's an Airbnb problem that needs to be worked on by Airbnb, yes!
Heather also said that she never received a response back from me regarding using the laundry room - her comment to Airbnb was that I was "unreachable" - but that is not true. I DID text Heather back immediately to her personal cell phone number on file with Airbnb about the laundry room (and I had even verified her cell phone number to be correct), but I never heard anything back from Heather, so I figured she decided not to use the laundry room. (I'm sorry if Heather had not received my text response - if that was the case. Glitches do happen from time to time with these phones. Heather, however, did have the option to resend her text message to me if she hadn't heard from me - to make sure I received it - but I never heard anything back from her).
Also, Heather commented that "everything was taped off and there are very strict rules on how things are to be used/done".
This is such a misleading comment to anyone reading this. The truth is that I have TWO (2) light switches in the whole place that are taped off and in the position that they need to stay - one that controls the outdoor light by the front door entrance that must stay on at all times for the safety of our patrons who need the light on when entering the front door at night (in the past, patrons have accidentally turned off this light switch not knowing what it went to and ended up not having any light by the front door entrance). And the second light switch that is taped off is to halogen lights in the Family Room that were previously used for art gallery pictures which are no longer there, and thus, the halogen lights usage is obsolete. The Family Room & Kitchenette area have an abundance of current updated lighting with multiple light switches to use for whatever the lighting need is.
The second part of Heather's comment - the "very strict rules on how things are to be used/done" - has to do with the "Rules of Safety" list
that I have provided for our patrons to read. I'm sorry that Heather cannot appreciate the need for clear communication and direction for the multiple different people and cultures from all over the world that come here to stay...But in our experience of hosting for 3 years, I found it to be an
absolute necessity to communicate these guidelines to people rather than to assume that they know.
And, thank you for the input on the patron's need to know where the dumpster is located (which will also be added to "Rule List").