Business ProfileforLife in Paradise Vacation Rentals

We have seen the reviews that you have provided on Google,Facebook, and BBB as well. As the owner of the company, I take these situations very seriously and spend time to investigate each situation. As a company that has well over 800 ****** reviews with a 4.6 average rating its not normal that we see many one-star reviews and do everything in our power to solve issues as soon as possible.
First let me address the situation concerning your desire to rent a property for the additional one night. When you booked your property via Airbnb you made a 2-night reservation for a property that only had two nights available at the time. Looking at your email I see you understood that was the case but we understand how plans change and you wanted to come down a day earlier. Unfortunately, the one night you wanted was for a Saturday night and it just wasnt available at this complex. At the time of your inquiry there were no properties that were just open for the Saturday night that you wanted. We call these orphan nights and if they are available, we will book them regardless of the potential housekeeping issues that the one-night stay causes by creating back-to-back cleans on both sides of this one-night stay. This is only a one-bedroom unit and we have in excess of 100 housekeepers on our team and the process takes probably 30 minutes or so for a team of housekeepers. I am not sure at the time of the inquiry if we had any additional properties in the complex that were open for multiple nights, but the owners we represent understand that we will not book just one night if it impacts a potential longer stay. This being a Saturday night in July in ************ makes the request almost impossible.
You reached out to our team via email on the night of the 16th asking for a 1-night stay and we responded on the morning of the 17th that we dont offer one-night stays. I think we probably should have elaborated more on the reasoning for our reply. You followed up with an email a few minutes later stating that you were staying 2 nights you should already qualify and just wanted to get the one additional night? Our team responded again to better explain that these properties are owned individually and the property owners based on our contract with them dont allow one-night stays unless it doesnt impact potential longer stays.
Shortly after this email, at 10:06 am you called the office asking for the one-night stay. Our team said they understood your desire and even tried to book a one-night stay when multiple nights were available but the system would not allow it. Our team member indicated that we would check with a supervisor and call you back. Before anybody could respond you once again called at 1:50 pm and talked another person inquiring about the one-night stay.Again, our team member said they couldnt accommodate your request but would see what could be done and call you back. At 3:39 pm you called again and talked to another person and we said we would see what we can do after talking to a supervisor.
After consulting with a supervisor, the final determination was communicated to you on the morning of the 18th that we just cant accommodate your request for a one night at the complex you were staying at.
I see that you followed up with an email on the morning of the 18th with a Subject of Disappointed where you indicated that you would not be utilizing our company in the future and would not recommend us to anyone. Our supervisor responded to your email apologizing that we had to say NO, but offered a 1-bedroom condo at another complex that is owned by my daughter. This property had an orphan one night available and we were willing to make sure it was ready. You responded saying you got a hotel and that was the end of this particular discussion.
The 2nd issue was 100% our fault and our housekeeping team failed to communicate that they were not finished with their assigned properties by 4 pm as they should have. We immediately got another team over to clean the property and we refunded you the cleaning fee you paid back through Airbnb.
I know it must have felt like two hours but the unit was finished at 4:56 pm. See the time stamp from housekeeping below.

07/21/2024 16:52:41 CDT ********************* QB ****** API Method (NextCleanStatus):
Cleaning Event status for date 07/21/2024 has been changed to Clean.

Again, we apologize for issues and understand your frustrations.

Thank You,
***********************
Owner,
Life In Paradise Vacation Rentals