Briarwood-Tivoli Ct

So glad to hear that you made so many nice memories during your recent stay. Obviously, we're extremely disappointed in your 3 star review; particularly when you didn't articulate any actual "cleaning issues". You only referenced experience with pest control issues, which have been escalated in our subtropic climate this year. However, we have been diligent with our pest control servicing.....which often explains finding the bugs "dead", which is the goal. Based on our numerous 5 star reviews specifically referencing the cleanliness of this property, we are even more perplexed at your accusation of the linens "not feeling fresh". Although the concern for dandruff on the blanket is questionable, we do apologize for finding a hair and/or any other blanket issues. Knowing there was an established text chain of communication with me prior to check in, I question why you would not reach out for resolution of any concerns. If there was a need for additional pest control spraying or sweeping of bugs that died during your stay, or dropping off a new blanket or other linen requests...... those requests could have been easily accommodated. Electing to present concerns without opportunity for resolution serves no ones best interests. Instead, your vacation experience was negatively impacted as well as our review rating. We highly encourage an open line of communication; as guest satisfaction is our highest priority. Regardless of our preferences for handling of issues, this rating remains an unfair and less than accurate representation of this property. Respectfully, Itrip Management

- Manager Response

Please accept my sincere apologies for overlooking the opportunity to respond to this unwarranted review prior to now….must have slipped by me previously. I’ve since retraced our text communication and quickly reminded myself of the entire situation regarding your stay. You rented the home for your husband and his workers the day prior to their Saturday arrival. By the time the reservation came through the system, the community management offices were closed and I could not submit forms for providing security gate access. Instead, I proceeded to gather required information for forms, which I assured you would be submitted on Monday morning. In the meantime, I called the guests into the gate via the voice automated gate access system. The text messages regarding completion of forms and information gathering were strained and defensive on your end. You text me 12/1 at 7:56pm that there was an issue with guest entry at the gate, to which I immediately responded and called the guards at the security gate to clear the guests for entry.. .….explaining there was simply an error and that the guards had not received my previous message. I apologized for any inconvenience when there was likely just a few minute delay at the gate and they proceeded to the house where they had the check in instructions. Meanwhile you began suggesting that I was not going to allow them access to the house, stating that you were going to call VRBO immediately. I tried to explain/remind you that they were in receipt of the house access instructions and also reminded you that VRBO is only the booking platform and that they would defer to us anyway…as I continued to question what issue remained unresolved……no further response that night. Next text from you 12/2 at 5:04pm…..which I did not recover until 7pm with apology for delayed response; as I’m typically much more prompt. This was inquiry about how to turn on pool heater. I explained that the pool heater is connected to filter pump which operates via preset clock settings…..typically set to run 9-5. You became upset after sharing that your husband and his workers preferred to use the pool in the evenings and insisted you wanted pool heating fees returned, which I agreed to refund. Meanwhile, I offered to have the pool heater /filter pump clock settings changed to accommodate later evening swimming & did so the next day (12/3)…..while still agreeing to refund the fees. Sometime during the text exchanges, there was mention of turtles, but you could not seem to articulate the details for my investigation. When I asked you to elaborate, you became very upset and insisted that your husband didn’t have time to look for them….which made no sense when he was supposedly the person previously reporting the sightings. I sent one of my workers to the house (12/3) and reported no sightings of turtles, nor had we ever had any such previous complaints . The only thing we found was the patio umbrella floating upside down in the pool, which my worker removed. I received next text from you 12/4 at 11:53pm with more complaining about the process of renting with us and telling me I was treating you like a teenager with my guest instruction manual……continued threats to write review, which you had already written. I responded immediately with apologies for any inconveniences and assured you we would be refunding pool heating fees and to let me know if there was anything else that you needed. In closing, I have absolutely no idea what there was to complain about and how you could say that I never responded. The one star review is beyond unwarranted. I make myself available to my guests 24/7 and accommodate most any reasonable request. Refunding pool heating fees while providing pool heat settings tailored to your working hours leaves little room for debate on this subject. There’s simply nothing more that I could have done. You were unhappy, defensive, & accusatory from our first communication.

- Manager Response