As a Premier Host, we learn a lot from our Guests, and it is from our Guests, we discovered we had to create a Lease Agreement and Household Guidelines, a.k.a “the Rules”, to establish common sense expectations in order for Guests to respect our home, our property, our neighborhood and our next VRBO Guests. We take pride in sharing our home, that we love, with others, and we want all our future Guests to enjoy a 5-star experience.
After making an instant booking, we confirmed this Guest’s reservation and requested her to read, initial all pages, sign, and return the Lease Agreement and Household Guidelines; showing her agreement and understanding of set expectations, and to ask us questions.
We have 4 exterior, non-audio, motion-activated, ADT security cameras, which is disclosed in VRBO’s description and within the Household Guidelines. Periodically we check the ADT video clips to ensure everything is running smoothly and to trouble-shoot any problems that may occur. We do not monitor ADT Security cameras 24/7 as evident by the below events.
From the above renter’s 3-Night stay, we noticed on the morning of the 3rd day, from the ADT video clips captured, that the pool LED lights were left on overnight and were still on. We sent a message to her in the morning requesting the pool LED lights to be turned off and to refer to the Household Guidelines, where it explains that the two pool LED lights are very expensive to replace and if left on overnight / during the day that we would have to charge her. There is also a sign posted by the LED lights, as a friendly reminder, to turn them off after night swimming. We didn’t receive a response back until the afternoon, resulting in the pool LED lights being left on for 2 nights and 1 day. This one request troubled her greatly that she responded that we have too many rules for her to follow. I then suggested we could cancel her VRBO reservation for her last night if she felt there were too many rules to continue her stay.
The standard cleaning fee charged on every reservation does not cover cleaning the BBQ grill. We supply the propane gas to use the grill and ask that our renters clean the grill properly after using it so it’s clean for our next Guests. Our cleaning service charges extra for this service, and if the Renter fails to clean it, this cost becomes their responsibility.
We are a VRBO Premiere Host as indicated by the previous 5-Star ratings we received. Unfortunately, as this Guest indicated above in her own review, she felt because she was on vacation, that she didn’t have to follow the Lease Agreement and Household Guidelines, aka "the Rules", that she agreed to, signed and initialed.