Large family style home, mid island. Large yard!

Hi Amber, I know we spoke privately about the situation, but I wanted to write a response so that other guests could understand the situation. The guest before Amber brought a service dog, which under United States law does not count as a pet and therefore they were legally allowed to bring, without telling me, before, during or even after their stay. When we arrived, the house had every set of sheets and every towel used. The house clearly had a dog that was allowed on the furniture and on the bedding. There were poop bags in the garbage, and kibble on the floor.the floor was the messiest it has ever been after guests, both inside and out. They happen to check out an hour early and my husband and I assisted the house cleaners trying to get the house up to par. We were there right up until the next arrival. It was a lot to get done in a same-day turnover. We missed opening the grill to properly clean it for the next guest. They also had an issue with the lightbulbs being two different times in the same room, and a few other issues. We have since addressed all of this! As it is very helpful to know what bothers people so we can fix it moving forward. The next guest, the one who left the review was upset because her son is allergic to dogs and clearly there was a dog on the property. We were unable to get rid of all of the pet hair on the couch. She felt upset because she thought it was a no pet property, which it was. But due to the laws in America, there was no recourse we could do. This guest did not make me aware that they were at all upset with anything on the property during their stay. We had communicated a couple times during their stay and I was unaware that anything was wrong. It was only once I saw the review that I reached out to ask what had happened and found out. If I was made aware that they were upset with the pet hair, I would’ve been more than happy to go in and have a cleaning service re-clean the home on my own dime. And I would’ve gladly cleaned the grill and replaced the different tone lightbulbs in the rooms. We had a nice chat after, where the guest said she completely understood what had happened and we both apologized for the lack of extra communication. She even told me that since this was such unusual circumstances, her and her family would be glad to stay again. VRBO had actually told me on the phone, they were going to remove this review due to it being a service pet issue, and the fact that I was not contacted during the stay, as it was a situation out of our control. But today they told me they were going to leave the review up and just to write a response.

We were happy to have you and loved having your family as our first rental. Please stay again :)

I think this is the kindest review I could have ever wished for! We loved having your family, your excitement and joy were contagious. I was happy to help you with any questions you might have or suggestions you might need. Being 30 miles out to see means things are different here and sometimes it easier to ask a local. Please stay again!!