BEST OF ELKSTONE! Great rates for summer festival fun

This guest review is a perfect example of a glaring flaw in the VRBO system. I am a premier host of 6 properties...in the last year alone the properties have generated over 460 nights of bookings with 5 star reviews across all properties. This comes with hard work, kindness and communication. Please read all the reviews. Here comes the VRBO flaw....one guest can scar  / stain a premier host reputation simply in spite by not getting what he / she wants. People these days use the threat of bad reviews everyday for a myriad of reasons...  it is clearly a form of bullying. In this instance, the guest called a week prior to arrival wanting to cancel the booking. She wanted a full refund given after her daughter had an elective procedure ( as explained to me...I was asked to keep the type of procedure confidential which I am honoring) Then 3 other healthy family members changed their minds about coming on the Telluride trip.  This left Debbie and her husband with a booking originally planed for 6 with just the 2 of them.  WITHOUT TRIP INSURANCE! When my explanation of the cancellation policy was discussed the guest became disgruntled and spiraled. Then she wanted to change her dates daily...arrive early, arrive later, leave early, leave late.  A text message was sent to me stating they wanted to stay only 4 nights and to open the calendar of her original dates ( March 05-08) to try to rebook Then she wanted to leave on March 07. Then another change to March 03-08. I asked her to take a breath and we could figure this out. Ultimately, we moved the reservation up a day to accommodate. I assisted in ski rentals, lift tickets, detailed arrival instructions, asking to notify me upon arrival at the unit and to let me know if there were any questions or if anything was needed.  I am available at all times for guests. After check in they could not figure out the door lock ( a first)  Detailed instructions were sent,, the property manager came in person to explain ( they left for a ski) a locksmith was sent to look at the lock.  SHE THANKED ME!!! On departure day I send a message stating there was no rush to leave and to take time since the property was not a quick flip. She notified me they would be on the road ay 11:00 am. I quickly responded that I hoped the family could come back together  her response...ME TOO Then on the night of March 08 I received a text message at 8:04 pm threatening  she was going to leave a review that was not good. Stating they had a attorney and journalist in the family in NYC. This threat stemming from the sense of entitlement that a full refund be given. Cancellation policies are in place for a reason and need to be abided by all parties, guest and host alike. Exceptions of course are made, as in everything in life, In this instance it was not warranted as 3 travelers simply changed their minds about the trip and the guest and her husband did not want to come on the trip alone. The angst started with her not getting a full refund one week prior to arrival and the unhappiness was directed at me and my 5 star VRBO business..... Not at the other family members who CHOSE NOT TO COME ON THE TRIP. There in lies the flaw......a guest can write what ever they want...just or unjust, fair or unfair.....filled with sour grapes and scar / stain a hardworking host. I wished her a wonderful life and hope she finds her happy.

Thank you sooo much Jim. You and your family are a joy to host....I hope to see you again next year.