Response from Jared:
Nicole's comments are almost entirely inaccurate. I will take the time to address each one.
1. The guest contacted us the first night complaining that the house was too cold. We explained that the HVAC system was set on a schedule we felt made the house the most comfortable but were happy to turn it off so she could control it. Despite the fact our house is 119 years old, the HVAC system is brand new and was installed last year. At the time of installation the ductwork was inspected and tested and found to be operating exactly as it should. The house was renovated within the last 20 years and had all the plaster walls removed so that it could be retrofitted with insulation to meet code requirements. The system is set to keep the tightest control on the temperature (+/- 0.5 degrees F) which it has no problem doing. With it being an old house, it works best to keep the upstairs vents closed during the day and can be opened at night to keep the house consistent on both levels, which we explained to Nicole. The linens on the beds are the exact same quality and thickness that we use ourselves, however, we understand some guests will want additional bedding. We explained to Nicole that there was a spare comforter and quilt stored upstairs next to the futon. Despite this, we decided to have an extra thick comforter and additional blankets delivered to the home the next day to ensure she and additional guests were comfortable. We informed her that these would be delivered and her response was to complain when they hadn't arrived by 4pm. We explained that they would arrive by 9pm and they did. When we returned home, the very nice quilt that we mentioned to Nicole was still folded up and in the exact same spot where we explained to her it would be, untouched. We also looked up the data logs for the thermostat, which is stored through our alarm company's website. Nicole changed the temperature in the house 75 times during her stay. The changes were both up and down, sometimes within minutes of each other. She was even changing the temperature on an unseasonably warm February day in the mid 60s. There were even a couple times that she increased the temperature in the house from the mid 60s to 70, armed the alarm system and left a few minutes later, returned hours later, and almost immediately turned the temperature back down to the mid 60s. By the final two nights, Nicole was setting the temperature overnight to 61, which is actually LOWER than we had it set to the first night when she complained. Our system performed exactly as it should and we have documentation showing this. Before Nicole's stay, we hosted a couple from Miami over New Years when temperatures were so cold we had leave the faucets dripping to keep the pipes from freezing. These guests didn't change the temperature once nor did they complain to us about it being too cold.
2. Comments that the house is unclean are completely false. Before each stay we use personally vacuum, mop, dust and wipe down each room. We then use disinfectant cleaner on all the sinks, toilets and showers. We do not personally use the sinks, toilets, or showers once they have been cleaned before our guests arrive. Lastly, we run our Roomba in each room to make sure we didn't miss anything. Additionally, almost all of the house has been repainted, including the trim and baseboards, in the past year. The frequency we have guests staying with us would not possibly allow for dust, grime, or odors to build up in the house between bookings. We have three dogs, and we would not want to stay in a home with dog hair in it ourselves and we would not want that for our guests. We are absolutely obsessed with making sure the house is spotless, which is why we clean it ourselves.
3. The comment was made that the house is dark. I assume this is referring partly to the upstairs, because Nicole removed one of our lamps from the bedroom and placed it upstairs (but did not put it back). However, the ceiling fan/light combo (which is brand new) was not set to it's brightest setting. The fixture has four lights, but we set it to have just two on when guests arrive because having all four on can be too bright. All you simply need to do is pull the cord and all four lights turn on. During the day this space is very bright as it has two sky lights. The master bedroom has a five bulb fixture (also brand new) which is on a very simple dimmer. There is also two bedside lamps in the bedroom for night reading. The kitchen has four recessed lights as well as a brand new eight bulb chandelier, with both turned on (which we ourselves almost never do) it is extremely bright in the kitchen. The living room and dining room each have a ceiling fan/lamp combo that are adjustable with a remote.
4. Nicole mentioned odors in the kitchen. Before guests arrive, every counter surface is wiped down with scented bleach wipes, the garbage is emptied, the sink is disinfected and the garbage disposal is run to make sure no waste is left behind in it. We also have charcoal air purifying bags placed all over the house. Our HVAC system is fitted with a UV light to kill mold and bacteria to provide the house with cleaner air because my wife has terrible seasonal allergies. The only comment that we feel might have some validity is the possible scent of dogs, which we have three. We try to combat this by tucking their cages, beds, and blankets away in an upstairs closet. The dogs can not get on the furniture without help, so they spend the majority of their day in their beds on the floor. There is also absolutely no way the linens would smell of our dogs because they have never come into contact with them. The house is also advertised as being pet-friendly.
5. Nicole commented that the towels and linens were old with a strong odor. The towels and linens are brand new (3 months ago) and are ONLY used by guests. They are immediately cleaned when we arrive home and stored in a closet away from our pets until the day of our next booking.
Additionally, we post a short 2-page guide in the house for guests to review when they arrive which explains basic things, including how to use the locks and alarm system. Nicole did not bother to read this over in it's entirety and set our house alarm off four times in one day due to not using it properly. We also include in the instructions what to do in the event of an accidental alarm, which she did not follow and caused us to receive a phone call from the alarm company. We want our guests to be as comfortable as possible, which is why we give them the option to use our very advanced alarm system, but we do expect guests to read over all the instructions before they start using it, which doesn't seem like too much to ask.
Every time Nicole contacted us, we replied within minutes to her concerns. We would not hear back from her after we would address these concerns, so we assumed everything was fine. It was never brought to our attention that the house was unclean, smelled, or too dark, until reading this review, which seems a little absurd.
We take our listing very serious. It is our home and it is our business. Making false claims that we can easily disprove is very irresponsible.