Wow, I feel badly that this was our guest's experience. We were obviously a mismatch. Following is a lengthy response to a lengthy critical review which totally misrepresents our property:
I can only say that it is necessary to carefully preview a property site--if you have special needs--to understand the lodging you have reserved. The property is as advertised, actually a little better with some new furnishings and appliances. Yes, the house is owner-occupied, most of the decor is made up of artifacts from travels and adventures around the world. We share our environment with our guests; so far all have found it very interesting and aesthetic.
This guest contacted me on the VRBO site and said they would arrive after dinner, around 7 pm. So my husband and I rearranged our day to accommodate her timing. I emailed her three times on the VRBO site, asking for timing confirmation and the ages of her three children--she did not reply. I prefer to know kids' ages and activity levels so I know if I have to secure some of our art objects. After zero communication, this guest texted after 9 am on her check-in day that she would arrive at 4 pm instead of 7. I texted back that she should arrive at 7 pm as she had previously arranged and sent her some dining suggestions. The family still arrived at 4 (the guest stated she was a busy woman and didn't have time to read my emails/texts), we were still preparing the property and invited them to come back at 7. They reappeared at 8:30 pm and I began the walk-through, but the guest walked off and I finished the tour with her employee--who I originally thought was her daughter. This young woman said the group had no vacation plans, which is why I offered to meet up with them again to share ideas.
The next morning we were on our way to SE Colorado for our son's wedding and realized we had forgotten the special Cuban coffee required at this event. I called the guest (they were out to breakfast) and asked if we could return to get the coffee. She said OK (if she'd said no, I would not have entered the property), but when we got to the house, we found ALL the lights and fans in the house turned on?? I realized I had forgotten to empty the things stored in the 'guest dresser' in the Master bedroom, so I quickly did that. We drove to Conifer to get some more paper towels--I had told her we would return to the house with PT and share some vacationing ideas if she was back. When we returned, we found the house empty--no note, no text. We had no idea what happened to our guests. Since they were from the plains, and her children had some disabilities, we thought they might have had a problem with the altitude. I tried texting and calling, but got no response from the guest. I had also got the phone number of her employee (since the guest was a busy woman and didn't have time to communicate), so I texted her, trying to find out what happened. We left and I told the caretaker to to keep an eye out for them, to text me if they returned. Finally I got a text from the guest expressing her dissatisfaction, stating she was planning to ask for a full refund from VRBO.
My position is: the property is well-represented on the website. Reading any of the past five-star reviews would have indicated the house has artistic decorations. As to her specific complaints: the 'weird doll' she referred to was a Kachina purchased by my parents in the 1970s, a museum artifact of some value. A porcelain doll with a violin was displayed on a high shelf? Several of the paintings are from a famous Cuban artist. Other reprints, Salvador Dali, Monet, and original paintings by local artists and my son adorn the walls. Most guests are curious and ask about the artists. And who can't appreciate crystals refracting light hanging in the windows? The 'bones' were collected in the elk meadow last summer--cattle bones from the 1920-30s--by one of our young guests. They had been arranged artistically at one point. The personal bath products were actually products for our guests to use--she didn't hear that part of the tour. I really didn't get to finish the tour as the guest was in a rush to get moved in--which is understandable, she had kids to settle. But when I left, one young boy was playing with our cat Rutherford and enjoying working out on the elliptical. The group seemed fine. Our cats are not dirty--they roll in the driveway gravel to cool off, as any cat would. They are necessary to protect the gardens from rodents, and as this was our first rental of the season, they wanted to come inside as was their custom. The caretaker manages the cats completely, and is very discreet, arranges when she can enter the house to do houseplants and check the fish, is in charge of fire-making, and waters yard pots daily--choosing times when she won't disturb the family. She had not yet met these houseguests and was shocked they just packed up and left. I cannot address the guest's fear for her safety, her sense I wanted to 'see her things'--trust me, I don't! She would do better in an unoccupied, cleared-out condo. She shouldn't rent an owner-occupied VRBO put on the market to "share"!
This guest chose to leave the property and not enjoy her entire rental time. I wrote her on the VRBO site that she was welcome to return and finish her stay. But her money would not be refunded, as per her contract. She tied up my property, disabled the in-garden fountain, filled four wastebaskets with dirty diapers and the elliptical with cracker crumbs--all in under 24 hours. It may be best they did not continue their vacation with us, as they were so uncomfortable and managed to do quite a bit to the property in just their short stay.
I always try to improve my guests' experiences. From this stay I have learned to always have my property prepared by 4 pm. no matter what prior arrangements are made for a late check-in. I will also arrange extra clothes-hanging space in the Master. The other two bedrooms have empty dressers and closet space. The kitchen has an empty cabinet, but the guest did not see it (or the under-counter paper towel rack) because she left the tour as we entered the kitchen.
As for window coverings and safety--there is nobody around, we are in a rural setting. Our caretaker's house faces away from ours, and she keeps watch for security reasons. The garden-level bedroom is fully fitted with wooden blinds for those who want to sleep without views of the stars. I am sorry that my attempts to offer vacation suggestions were seen as intrusive and pushy. We always hope to give our guests the best possible vacation experience--I guess this arrangement was a mismatch from the start. Better communication at the outset might have prevented the misunderstandings.