Cashiers Cottage 88

Hi Kim, Allow me to clarify what occurred this morning. The welcome information sent with the door code used to access the home includes the designated checkout time. The welcome book located on the counter also provides the house information, including checkout instructions. At approximately 10:15 a.m., I received a call from our cleaning team after they arrived at the property. The home had not been vacated, and although no guests were present at that moment, personal belongings were still in the rooms, indicating that the stay had not concluded. VRBO attempted to contact you so that you could reach out to the guest and determine what was happening. During the initial call, you indicated that it was not a good time and ended the call. They subsequently attempted to reach you three additional times, but those calls went to voicemail. This is our second-busiest month of the year, and the home had another guest scheduled to check in today. Our cleaning team also had seven other properties that needed to be prepared for arriving guests, so maintaining the scheduled checkout time was particularly important. Since we were unable to determine what was happening, I personally drove to the property and arrived at approximately 11:30 a.m. The guests were still inside the home at that time, approximately an hour and a half beyond the scheduled checkout. We make every effort to accommodate late-checkout requests whenever our schedule allows. Had we received such a request in advance, we would have done our best to accommodate it. Unfortunately, no request for a late checkout was made. Regarding the mention of law enforcement, that was a course of action suggested by VRBO given the circumstances. Rather than take that step, however, we chose to go to the property personally to understand the situation and resolve it directly. I hope this provides some additional context and helps clarify why there was concern this morning.