Modern 5BR Oasis | 2-Home w/ Pool & Hot Tub

Lori, Thank you so much for the valuable feedback. The charge was for cleaning pet hair from all the furnitures and rugs. We must deodorize and thoroughly clean after a pet. We always welcome furry friends but also want to make sure we provide a wonderful stay for our next guests. We have replaced the sectional in the living room after finding a couple places that couldn’t be repaired. We appreciate you staying with us and hope you will come back again!

Thank you so much for your excellent review Andy. We look forward to hosting you again! Black Opal Home Charters

Thanks for the kind words! We'd love to have you back anytime.

Thank you! Please come back and see us!

Thanks so much for the awesome review Jon. We are thrilled you enjoyed your stay and looking forward to having you again in the future!

Thank you Dylan. Very glad to hear you enjoyed your stay. Thank you for being a great guest we would love to host you anytime!

Reza, Thank you for your kind words and as usual you were a great guest and we would love to continue to host you! safe travels.

Zachary, I'm glad y'all enjoyed your stay. We try to keep our furnishings in great shape but as you said we do have guests very frequently and the wear and tear is inevitable. We plan to refurnish the entire property every couple years. Now, for the early check in and the wait on the cleaners. That is not a normal occurrence. That was a special case because you wanted early check in directly after a guest was checking out, we said that was allowed but the cleaners would more than likely still be cleaning. You were more than happy to continue with the early check in as you stated "We just want to drop our bags and go eat". We also allowed y'all to enter as soon as you arrived and don't know where the "3 hours of waiting in the patio" occurred.

It was great having you stay with us, Nick. Thanks again for being great guests.

We appreciate your stay and are so glad you had. A wonderful time. We welcome you back anytime.

I apologize for your issues. We used to live in the house full time but moved out at which time all items were stocked completely. We had bowls. They are normally located to the left of the microwave. I will make sure they are still there. I'm unsure of why there were ants as we are under contract with an exterminator. Since the stay was over Christmas I was only able to get him out on the 29th when they got back in the office. I am having our house manager restock the hangers and double check all utensils. I wish you would have brought up the stock issues as I would have gladly had our manager drop some off to you. We stock hangers often but they get taken by guests on accident. I will update the listing about the washer and dryer. This was there when we resided there but we took it when we moved. It hasn't come up so I didn't think to change it. The Aga range is definitely different. We discuss its operation and to turn it on or ask us to in our app in two different places. I am sorry you missed that. We have had professional chefs cook with it and film cooking demonstrations on it. I understand it can be different to use and is why we offer links, an Aga cook book and instructions to help guide guests. I would have helped you with it if asked. I didn't have any communication on any of the issues mentioned other than the ants. I hope you can tell from our other reviews we strive to give the best experience to our guests. Please consider us if you ever desire to stay downtown Austin again as I will offer you a far reduced rate. Again I apologize for any inconveniences these items caused and wished we would have known sooner so we could have rectified them. Please be assured all items will be corrected immediately.

Bridgett, We spoke over the phone at length on some of these items. We do apologize for the Coffee Maker, garage, and door locks. I didn't hear some of these complaints when we spoke so I will address it here. Area: The house is Downtown Austin Offering many conveniences such as location to convention center, bars, restaurants and UT. All properties downtown are in a diverse setting which is similar to any major city. We do offer homes in more remote locations and would suggest you look for stays in non downtown areas if the things you complained about bother you. The location is clear that it is downtown. We apologize that your didn't understand that but at no time did we say differently. Toilets not flushing: Im not sure what this means. Our toilets flush and are checked by cleaner and our management staff each stay. Im not sure how all our toilets wouldn't flush. No can opener no cutting knives in guest unit-All items other than dishware and glasses are located in the main house kitchen and dining. no trash can is guest master bedroom- We provide a trash can in each bathroom and bedroom that is not attached to a bathroom. Handle on the gate- This is detailed in your checkin instructions provided to you upon booking confirmation. Have a good week!

Yadira, We are confused about the roaches comment as we had our exterminator out every quarter to spray. Either way we apologize for you seeing any bugs inside. our cleaners are held to the highest standards and require pictures and notes before and after each clean. Rest assured we will make sure your next visit is awesome. Thank you for staying with us.

Harman, Thank you for staying with us and for understanding the difference in a home and a hotel. We constantly try to keep up with routine maintenance however that should be done prior to your stay. Thanks again for staying with us!

Josh, With all due respect I understand that you are upset because we couldnt amend the vrbo policy on refunds due to your reason. No one here ever spoke to vrbo so that is completely untrue. We understand that you may have health concerns and that is why you were offered trip insurance when you checked out. We highly recommend all guests purchase trip insurance if they feel that their personal situations may cause them to not be able to travel. Regarding the payment situation, we have an automated system process credit card charges to insure complete security for our guests. This only happens based on VRBO terms and processes 50% at booking and 50% 30 days prior to your stay. Your credit card failed to process so we helped you manually process your first payment. Your second payment tried unsuccessfully as well. Perhaps you were out of funds when the system tried to process it but our system will retry 2 times then will not try again. hence the attempts on your credit card to charge your second payment. We got it handled for you before your stay. I'm not sure why you would blame us for your credit card not working when you entered it at booking. I also do not understand your comment about us not responding. Here is a recap of our conversation string. I can forward the entire string to you at your request. You booked the property on 3/9/2021. We responded at 11am with our rental agreement, terms and information about your stay. On 3/30 you wrote "Hi Brooks, Looking forward to staying at your place in August. I'd like to add a late checkout option for our date, like I saw in the owners manual. Just wanted to give the group some time to get things together and get to flights." We immediately resonded with how you could pay for the early checkin and the step to do so. You emailed us on 5/13 inquiring about your last payment. we looked into it and figured out your card expired or you canceled it with your card company. We sent you an invoice to update your credit card details so we could charge your last payment. You responded with "Hi Brooks, Thanks for getting back to me! I've updated the payment details and everything is set. I'll keep an eye out for the charge. Sometimes my bank doesn't authorize large transactions because of fraud protection, but I just called to remove them so there won't be any issues. Thanks again!" I responded with details regarding the issue "Josh, It looks like your payment initially declined but I reran it just now and the first payment went through. The second half processes 30 days prior to arrival. Thank you." We re-sent the rental agreement to you on 8/03 and you signed it agreeing to our terms which included no cancellations allowed outside the cancellation window. The next day you wrote "Hi Brooks, Unfortunately due to the dire situation with covid spread in the Austin area, I am inquiring about any options you may have for refunds/changes for the group. We have two individuals who are immunocompromised, as well as having a over half the group with children. Therefore, traveling to ATX during the situation on-the-ground would be dangerous. I read that there’s no refunds under 60 days but wanted to inquire about any options due to the changes with covid in the area. I appreciate anything you could do." Aidan responded that we could not process a refund due to how close the travel dates were but we could offer to cancel your booking without a refund, try to rebook it and would generously give you whatever we collected and not take a fee. He also mentioned he has children of his own in Austin and there were no mask mandates or closures. You never responded to us and we couldnt try to rebook it and have you show up to not be able to stay. We only found out that you were not coming the day of checkin when you told us to stop sending you messages and that you were not coming. We are among the most respected Hosts in the industry and have been providing top notch stays since 2004. We strive to provide upfront communication and a great experience. We are sorry that this situation happened the way it did but we gave every opportunity to you to try to save as much as possible but we did not get communication back from you. Good luck to you Josh, Sincerely Black Opal Home Charters

Brian, Thank you for being an amazing guest and treating our property with respect. We would be more than happy to host you again. Safe travels.

Collin, Glad you and your boys had a great trip! loved hosting y'all safe travels.

Awesome to hear that Dillon. You were a great guest come again and safe travels!