Bradley, you were a guest at our house in Geppa for five days. You arrived on the 22nd of August and departed on the 28th of August. The weather was terrible for 4 of the 5 days of your stay, with storm force winds and torrential rain, and then cleared up on day 4. The pool maintenance people came on that day to clear the leaves from the pool, and your family then used the pool. The previous guests who departed on the morning of your arrival left a 5 star review – singling out the pool as being “amazing, perfect for the hot summer days and good for all ages – we spent hours in the pool every day”. The next guests that arrived on the day you left our house also left a five star review, and they expressed a wish to return next year as well. We will happily welcome them back. I understand your disappointment because the weather was terrible, and not what you were expecting for August in Umbria, and I am sorry that it worked out that way. However, in over 10 years of welcoming guests to our house we have never had someone who complained like you did – so often, and about so many different things. While the house had been cleaned for hours prior to your arrival, we still took your concerns about the cleanliness of the house very seriously and responded to them with urgency-for example by offering to send our housekeeper to clean the house again. However, despite your complaints, you indicated that you did not wish for the housekeeper to return. This was surprising. We also refunded you the entire cleaning charge, despite the fact that our cleaner found the house in the most appalling state she has ever witnessed following your departure and required hours of extra cleaning. We have over the course of the years of renting our house had the odd occasion where something has gone wrong, and if it does, we work tirelessly to get it resolved in a timely manner. As you know, it is a holiday home, and our housekeeper and property manager are on the ground to manage and respond to all the needs of guests during their stay. However, no matter what we did, it seemed like nothing was good enough for you and that your objective was to obtain full compensation under threat of leaving a bad review when we were not at fault. We responded calmly and politely to the numerous messages during your stay, and the 3 different tickets that you raised with VRBO following your stay, and in none of these tickets was any fault on our part established. In fact, they were closed without any finding of fault. I don’t know what else to say about this, it's heart-breaking to have someone say such terrible and unjustified things about a house that we love very dearly and look after with the utmost care. I wish you well, despite the many misrepresentations in your review, but I definitely would not recommend you as a guest

Thank you Diane, you would be more than welcome back to stay again. Best wishes, Sarah

Thank you so much for your kind words, I am really delighted that you enjoyed your stay. Thank you for being perfect guests, hopefully we can welcome you and your family back again some day.

Thanks, it was lovely to have you as our guest! Sorry the new fridge took a few days to be delivered. It is hard to get things to happen quickly in Italy in the time of pandemic. Delighted to hear that you enjoyed your stay and we hope to see you again.