Emails from Ms. Rodriguez stated that the “house has been a dream come true”, “Tim has been great” and the “host was very helpful.” (Emails avail on request) We were able to accommodate this guest with an early check in and we were able to set her up with a personal boat tour and a guided hike for her stay. The issue of the freezer and the beverage cooler was a result of overstuffing both with food and warm beverages for what was not disclosed at the time of booking to be a Bachelorette Party. The freezer, beverage cooler, dishwasher and BBQ all worked in her words on an email as “fine” once Tim came over and assisted the ladies while also confirming that the pool was at 80 degrees and the spa was at 103 degrees as advertised. What we were unfortunately not able to accommodate was a late check out due to a back to back booking. This is the “flexibility” issue the guest repeatedly referred to even trying to leverage the non-issues she previously referred to above declaring that “everything is fine.” (Email provided upon request.) With housekeepers arriving for the checkout clean and guests expecting to check in, Ms. Rodriguez absolutely refused to leave the home at the 11AM check out time. Declaring that they had nowhere to go before their 4PM flight she admitted on the VRBO platform that they purposely “stalled” their departure because Ms. Rodriguez stated that “the house was huge” and they felt the housekeepers could “work around them” in order to accommodate their demand for a late check out. Ms. Rodriquez made it clear that if she was not accommodated she would not leave and would also leave a bad review regardless of having stated that the “house was a dream come true,” that “Tim has been great,” “the house was huge”, the “host was very helpful” and that “everything was fine.” Only after direct calls from the owner hosts, with the housekeepers and PM waiting on a Sunday for Ms. Rodriguez to depart, we were we able to get them to finally leave the home. This was after nearly three hours past the check out time. They had however been intending to stay closer to their 4PM departure. This caused a major disruption and was inconsiderate to the housekeepers, the PM and our arriving guests. Unfortunately, that was not the end of it. What the staff found when they finally got into the home was the house trashed. Remnants of their unauthorized Bachelorette Party with face stickers of what must be the expected groom were still stuck on the furniture. Bags of trash, open food, cigarettes, smoking paraphernalia and food crumbs were found strewn throughout the home. Dirty dishes were stacked in the kitchen and silverware and cigarette butts were stuck outside in the landscape. The amount of trash for just three nights was excessive. No effort had been made to gather the trash or put the garbage in the provided garbage bins. (Pics avail upon request) We have a great staff of responsive housekeepers, handymen, gardeners and an awesome property manager striving to make our guest experience very special, enjoyable and memorable in this unique enchanting great desert southwest home. We only share our home with other families and close friends. We specifically prohibit house parties as the home is very upscale and not conducive to such. VRBO also works to prohibit house parties. This one slipped through the cracks.

While we take great pride in providing extraordinary and unique custom properties with exceptional 24/7 access to us as owner managers, unfortunately once in a blue moon we are unable to meet guest expectations. During this particular booking, the Page desert was experiencing what was according to the NWS an Extreme Heat Warning with temperatures exceeding 110 degrees. With kids running in and out of the multiple poolside Santa Fe doors throughout the day to enjoy this stunning infinity edge pool and waterfalls in the desert, the only three year old HVAC admittedly struggled to keep up. Nevertheless, we were able to get a technician out to check the system and set it to max performance given the situation. Keeping the multiple doors closed is critical to temperature control in the desert of extreme temperatures. The home has four beautiful waterfalls which are all on set timers programmed for the most historically popular guest times to maximize enjoyment while being energy conscious. The guest was demonstrated the BBQ grill and signed off on it and the Waterfall timers at check in. Upon the departure checkout the Waterfalls and BBQs were again checked and found to be functioning properly. The BBQ showed signs of usage. Checking the NWS historical data shows that during the BBQ time referred to there was a weather event of wind gusts from thunderstorms over 35 mph which along with excessive grease found in the BBQ could have caused a flare up. Had the guest contacted us and informed us that the issues were so unacceptable that they would prefer to have moved to another property or checked out with a full refund we would have immediately accommodated them. Instead they stayed for the entire week enjoying this magnificent home and only upon departure demanded a refund. The refund was requested only after we also learned of other unsolvable complaints such as the Glen Canyon Dam and its facility being a visible distraction to their panoramic desert view. The Glen Canyon Dam is the essence of Lake Powell and the Colorado River. Unfortunately while we try our best to creat lifelong memorable magical vacations at our owner managed exclusive and extraordinary properties, we sometimes fall short.