Luxury Modern south facing pool home with games room on gated resort

I am very disappointed yet not surprised to read this review. I had a lot of communication with this guest during their stay and I will cover as many aspects as possible here. I was overseas while they stayed and the booking was over the 4th July holiday period. There is a 24/7 professional management team in place on the ground who helped the guest at the time. The guest took a very threatening attitude towards me over email and was unkind to the management team during their visits despite their best efforts to assist. I take guest feedback very seriously and always follow up. Having made inquiries with the team, maintenance called at the house twice to assist over the holiday period including July 4th to help rectify some of the issues raised. Some matters are scheduled maintenance work which understandably cannot be undertaken in the time between busy guest bookings. There were also no previous guest reports to confirm the matters raised. The pool and pool screens are an outdoor facility and are affected by weather/environment, overhead trees all of which are beyond my control but which are periodically jet washed and cannot be undertaken between every guest booking. It is totally untrue and unfair to say that "they are full of mold". The pool is serviced weekly and I receive pictorial support from my pool tech upon completion of their rounds each week. I did have to chase this guest for payment of their pet fee which was due prior to arrival as stated in their rental agreement so perhaps this caused upset to them from the start. The fridge was inspected and nothing found wrong with it - when a guest arrives sometimes they can overload the fridge with vast quantities of semi-cold food and drink which understandably takes some time to cool fully until the next day. I advised this to them and had no further feedback the following day so assume this was the case. I really don't know what more could have been done to assist this guest and in such a timely manner. This is a harsh review considering the lengths the team went to. The guest's anonymity is respected yet for me speaks volumes.

Upon arrival of this guest a note had been left regarding a damaged chair on the patio which was still useable however I wanted to extend apologies and reassure the guest that we were aware of this and that they must not be concerned that they would be blamed as we do a rigorous check of the home upon departure. The pet fee for this home is $150 plus tax. This is what is advertised and the amount the guest was charged. We are all obligated to pay taxes at the going rate, not my rule but that of the County, which I apply to the 'letter-of-the-law'. The pool is an outdoor facility and with a pool screen for protection and will occasionally have the odd leaf floating. The guest never reported any housekeeping issues or any pool issues during their stay whatsoever, so I feel the issue regarding the damage caused by their dog alone has resulted in this poor review and perhaps to be expected. The guest made no approach to me during her stay about anything whatsoever. As I mentioned we do vigorous checks upon guest departure. Looking at this review I would ask my future guests to see beyond what is actually being said here. I feel this guest is quite defamatory in her final remarks. I was very apologetic in my approach about the damage her dogs had made. This is a fully remodeled home with brand new furniture so it is easy to see when something has happened that was not there before. I am now replacing the furniture for future guest enjoyment and hope my next guest will be more respectful.