This review is not appropriate. The guest was send house info which he obviously did not read. We ask guests to bring their own bath towels or ask us ahead of time if they cannot and we will provide for a small fee. This is to cut water use which is a problem when you have a house that hosts very large groups. Downstairs access is explained in the info as well. Our listing explains the room layout and curtain. There used to be a wall but as I found not stand the long hallway design I removed it and made the house not feel like a hospital. Incorrect; that room is not the largest master bedroom. The master is in the rear of the house with a loft. The rocks in the walkway are perfect for slippery icy conditions and only stick out half an inch. No one has ever fallen there but have in the smooth driveway and 2 of our guests (over the years) have broken a bone falling on the icy driveway. We can’t please everyone. This is too silly.

I have forwarded any complaints to my housekeeper who also serves 80% of the rentals in this area. They went and did a thorough cleaning. The only repair issue was a faucet knob (still functional but cracked) which took some time to arrive, and it was replaced already. We take care of everything as soon as it is possible at this rural area. Most our groups have kids and they have not found the house unsafe for them. This group was particularly picky and kept complaining about everything including insects to me and not taking into consideration that they came to an area surrounded by forest.

I’m not opportunistic; just taking care of my property after careless renters! I had a work emergency and I didn’t go to the cabin that week. Unfortunately, Charli doesn’t understand how VRBO works or handles situations like this. I did everything according to their policy since I’ve been a host for 8 years. I even called VRBO to extend the claim period but they couldn’t do that and told me to hold the $1500 until the cost is determined. I explained that to Charli. She made a claim to VRBO the day I was going to refund her the difference and that delayed the refund process because now I had to wait for VRBO’s decision and it took a week. I was going to split the cost of the damage with her and only charge half. VRBO’s decision was I need to charge her all of it. Charli’s group flushed a bunch of cigarette butts into a toilet which ended up in the septic tank and they can float into the leach field and damage it for good. Also plumber found plastic in the drain line causing a blockage and therefore we found some of the cigarette butts coming out of the toilets and clean out.

This guest was a first time renter and obviously expected a Ritz Carlton experience form a mountain cabin. She complained about things that no one else has ever complained about during our 7 years of renting. There’s nothing wrong with the fridge for example. They must have not used or closed it properly or something like that because it’s been fine before and after their stay. We have not found any nails anywhere that can harm anyone. The window is difficult to remove from the frame and they managed to do that and I didn’t charge her for that like she claims. I have 2 separate witnesses saying the sliding screen door was not bent before arrival and after a day and night of all her 16 people at the house I know one of them walked thru it. It would have been obvious to them right away if there was something wrong as they needed cool evening air and no bugs. They didn’t lock or even close doors upon their departure even it’s clearly in the check out instructions and I even reminded her to do so regardless of it being common sense. The house has been rented non-stop all summer and it can be warm but no one else made it sound so extreme as this guest. My take is that she is just a person with a glass half full. I reviewed her as “I would not rent to this person again” before seeing her review (VRBO policy) so other hosts can be careful with her.

Our beautiful huge new pool is now open as of June 18, 2021. There were additional fans in the master walk-in closet. Too bad you didn’t notice or ask me. Bath towels are not provided without a fee because that would force us to increase the cleaning fee for everyone. We prefer to save water and our guests’ money. Thanks for staying!!

Our housekeeping crew strives for excellent service. They do wash all the sheets between guests on beds that were used (of course) and these sheets were so new, only washed once before, so not sure it the new material still had an odor to it. Hairs do fall off even housekeepers so it is possible.

That’s interesting. I called you before check-out and you were so appreciative of the call and being checked on, and said everything was fine. Our house is much bigger and therefore more expensive than the one you were canceled on by another host. You were lucky like you said to get any availability the night before check-in (many hosts cancelled because of the arriving snow storm) and because you were a small small family, I gave you bath towels for free. Therefore, you were not charged for anything but the typical rate. Your review is completely inaccurate.

Hello and let me respond to these surprising comments. Our living room couch and chair were replaced 5 months ago with a nice Crate & Barrel set. They are definitely not worn yet. The other couch is leather and does not show any signs of being worn therefore no reason to replace it. However, the old living room couch is in the master bedroom for time being until I find something better to replace it with. Unfortunately, it was jumped on by guests and not in the shape it used to be. There is another TV downstairs. We don't feel the beds are worn out nor have we received any complaints from other guests. Most guests say the opposite about the living/great room. They say it's bigger than the pictures show. But also they don't bring as many people as this group did which was beyond my comfort level. And unfortunately, we had our first black Christmas and it's snowing tonight - two days later.

California is on fire and this guest stayed during Memorial Day weekend that broke all the previous heat records in the entire state. It was forecasted and that's why I offered this guest to reschedule their stay to a cooler time. Pine mountain has never been warmer than 90 degrees on the hottest heatwave, it was now around 100. In comparison, LA was 120 and had power outages all over - just insane. No outages in the mountains because houses don't have AC. I would have not gone anywhere without AC either. However, the evenings & nights did cool off in the mountains unlike in LA. The air has been smoky and ashes flying around for a few weeks now. I had to drive to the cabin with my husband to deal with the water damage these guests caused to the floor of one of our bathrooms. At the same time we checked the cleaning complaints she gave me (mentioned in this review). We indeed found some, maybe 5 cobwebs up high in the vaulted ceilings in this 3200 SF house, so I saying "everywhere" is excessive to us. Some light fixtures were dusty and ceiling fans as well. They are now cleaned as well as every decorative item in this house. So are the floor standing fans that BTW are 2 years old. I spent 8 hours cleaning and dusting. Hope they stay this way for a while with all the bad air from the fires. My cleaning crew of 3 women, spent 7 hours combined 2 days prior to these guests arrival cleaning the cabin so if their hair had fallen somewhere and they didn't notice, we are sorry. I'm writing this in my office and my desk and laptop are dusty again even I wiped them down yesterday. My house here at the coast is so dusty as well. We can't clean every day. It's the dirty air that makes everything, including my skin feel so dirty. Earlier reviews (prior to these fires) are good. About the house being dated... it was built 30 years ago - which isn't old in terms of construction. We want to keep it as a cabin not a modern city home. We have no intentions to modernize it.

Thuy was the only guest we have recently had who did not respond to any of my messages during her stay. I emailed and called her 3 times asking how things were. I was concerned because the air was smoky from the wild fires that weekend. Our goal is to have happy guests but if we are not notified of deficiencies, we unfortunately can't make their stay better. Everyone is sensitive to different things and have different expectations. As a host I see it over and over and bad reviews are unfortunate especially when they are not deserved. 1. She, like everyone else, were sent our house info a few weeks before arrival with the correct entry code. 2. The house was cleaned by the same crew who has cleaned it for a few years now and who clean majority of the cabins in the area. They are highly rated by all owners and other guests have not complained. 3. The portable AC would have been available, if she had let me known they expected/needed it. We don't leave it out anymore because guests have said they didn't use it and found having windows open more effective instead. I don't think it does that much good in such a large space, so it is removed from the listing. 4. Our listing and house info explains that the club house is closed due to the state's Covid19 health restrictions. Curb side food pick up and golf shop/course are open.

Unfortunately, the hottest heatwave in California history happened during your stay and therefore thunderstorms also. We have always been fine with windows open in the house because of the cool nights. Even the windows we ask to be left open, were found closed at house check. The fridge is a mystery. It worked fine just before your stay and again the morning you were checking out (you told me before you left). And it was cold when I had someone check it later that day. If it happens again, we’ll have to replace it. You’re welcome to visit again - come during snow. However, we are going to limit the number of guests to 16.