First, thank you for choosing our house to make yours for your visit to the United States from Spain. We were very happy that we could accommodate you and your large family - the type of stays our property is ideal for.
Secondly, we wanted to respond to your public posting as well as your private feedback left for us because we think that it may mislead anyone who sees the 3 stars into thinking that our accommodations are not as they are advertised or that you did enjoy your stay in the house without a more balanced explanation.
Here is the exact language you texted us upon checking out of the house at 11am:
We check out now!
All vey good!
It is a pleasure to live these days here!!
Up to that point, we had had a wonderful bout of exchanges by text and voice and it was clear that you and your family had enjoyed your stay in the house.
Unfortunately, your feeling changed drastically when we unintentionally offended you when we later texted you to ask how many dogs you had had in the house based on what the cleaners came across when they began cleaning immediately after you checked out. The cleaners found what appeared to be dog paw prints in the bathtub on the main level, what looked like dog hairs in the same bathroom and a strong odor that they identified as smelling like dogs. It is our policy to ask guests to restrict any pets they bring to the lower level of the house to minimize the clean up after check out of dog hairs as well as to confine any cleanliness issues related to accompanying pets to one area of the house so that we can assure that the main level is pet-hair or dander-free for our potential guests who may have animal allergies. We reached out to you to figure out which areas of the house the dogs were in so that we could especially detail those areas.
Here is the private message you left us along with your public review and rating:
Before making accusations, make sure they are true! My family is still very affected by the accusations and we haven't received any apologize from you.
I had a public message prepared, but I did not want to take advantage of it all (or it was not fair)
Despite that, we have been fine in the house. I would recommend having a large table and more chairs.
Based on the cleaners findings, it never occurred to us that we could have been wrong about the presence of at least one animal accompanying you for your stay. We would never have intentionally insulted you or been ungracious hosts. We treat all of our guests with the utmost respect that they deserve. For the offense you felt we sincerely apologize and hope that you can forgive the tactlessness on our part.
It was a pleasure to have had the opportunity to have hosted your trip to the States and wish you all the best in all that you do!