We’ve owned and managed this property for nine years and have successfully booked it on other vacation rental websites – which cannot be identified here due to AirBnB’s rules. We have awards from one of these other major booking sites for our property based on many excellent reviews.
In those nine years, we’ve had over 500 bookings at this house. In all that time, we’ve NEVER received such a review – not even close. I’d post our website here so you could see those positive reviews. If you’d like to contact us, we’d be happy to direct you to those online reviews.
Six months ago, we listed this property on AirBnB and Jen was our first guest from AirBnB. We do have other properties, newly posted on AirBnB, all with great reviews!
For years, our procedure is to send an online survey to all guests at the end of their stay – the same house Jen stayed at. We do this because we actually give a heck what folks think, what feedback they might have, and how we can improve. We’ve been overwhelmed with the positive responses. I’d be happy to share the anonymous responses with anyone, but here’s a sample:
Of the 232 responses we’ve received since initiating our online survey,
When asked “How do you rate your experience with the Napa Vacation Bungalow?” These are the responses:
That’s pretty good, huh?
On the AirBnB site, after the guest’s stay, owners are offered a chance to review the guest, after which, the guest is offered a chance to review us. Our initial review of Jen, which was our vanilla, typical review, didn’t mention the problems we note below. We don’t like to engage in bad juju, so we didn’t mention stuff about Jen that we probably should have. Our mistake, but we’re busy folks with more productive things on our plate.
So, in the interest of honesty, even if a bit late, a few things about Jen:
1)She asked if she could bring nine people and our posting stated clearly notes a limit of eight. She offered to pay extra money for the extra guest and we told her we could not accommodate nine – it’s simply too many people and puts us in jeopardy with the City of Napa as we’re a licensed vacation rental. It turns out she brought nine anyway.
2)We sent out our customary house rules before Jen arrived – something we do for all guests – and she read and agreed via email. Again, as a licensed vacation rental, we want to be very clear with guests about our rules. This is fairly generic stuff like taking out garbage, number of guests, etc.
3)Jen contacted us upon arrival and said everything was OK, except the propane tank was empty. We invited her to exchange it with one of the backup tanks we keep in the garage for just this case. We asked her to call us if there was a problem installing the propane tank and we’d be glad to assist. She didn’t call back.
4)She never contacted us about any other issues during her entire stay. (We have since contacted AirBnb and learned Jen never placed any complaints.) Had Jen used better communication skills, common sense and courtesy, we might have averted needing to respond to this review. We treat guests like adults and expect them to treat us the same.
5)The spa broke down one day PRIOR to Jen’s arrival. We scrambled to locate a new spa motor and pump and were uncertain of its shipping date, thus uncertain when we could install it. When Jen arrived we explained that we had ordered the pump and would install as soon as it arrived, hopefully that day. It arrives on the second day of her two-day stay and we rushed to the house, installed it, got the spa back up and running and immediately informed Jen of the spa availability. She was able to use it that evening!
6)When we went to repair the spa – yes, we do the work ourselves in order to assure it’s done right and timely – we found dog feces in the yard, garbage on the back patio and a nice bottle of wine in the sun on the deck, which we proceeded to move to the shade. (You’re welcome, Jen.) A side note: After booking, Jen asked if her guest could bring an “emotional support dog” and of course, we said yes. We welcome pets at the house.
7)We have never, in over nine years, seen a cockroach in or outside the house. Of course we don’t have bugs running around our house! We wouldn’t be in business if we did and we wouldn’t have over 500 groups of happy guests in nine years! The entire house is cleaned, top to bottom, before each guest’s arrival – MORE THAN MOST PEOPLE’S HOUSES ARE CLEANED! The sheets, linen, all bedding, etc., are washed each and every time guests depart. The floors are mopped, vacuumed, the fridge is emptied and cleaned out, the dishwasher us run – the entire house is cleaned! If Jen found some kind of bug, whatever is was, we’re very sorry.
8)I’m not sure what Jen considers ‘Traditional Napa’, but we’re are, in fact, located in what is called Old Town Napa, a working class neighborhood full of older homes and a 5 block walk to downtown Napa: Four star dining, wine tasting, live music… Napa. Downtown Napa.
So, potential guest, you decide. Use your critical thinking ability and determine if you’d like to be our guest. We hope we’ve been able to respond to Jen’s review. Our calendar is booked, and has been for nine years, so that might give you a hint. Jen has only one review other than ours. We’re new to AirBnB, but we have over 30 reviews on the other rental site (which we cannot mention here due to AirBnB’s rules.)
Feel free to contact us with questions. We’d love to have your business, but if Jen’s review turns you off, that’s fine, we’re very well booked, thank you. Check out other homes on this site. We want you to be happy and feel confident you’ve made a good choice.
Bill and Paul