Neue, moderne Suite mit Whirlpool in Salt Lake City, Taylorsville

Thank you for your feedback. We would like to clarify several important details regarding this reservation. The booking was made for 2 registered guests, and during prior communication the guests stated they were traveling to town for business. The guests did reach out asking whether we were flexible with extending or shortening their stay dates, however they did not disclose or ask about bringing additional guests or confirm accommodations for a larger group. Upon arrival, more than 13 individuals arrived with 3 full vehicles, which significantly exceeded our listing’s clearly stated maximum occupancy of 10 guests. All guests must be registered prior to arrival due to safety, insurance, and city compliance requirements. When we arrived to address the situation, we had a conversation with the guest at the front door, which was recorded by our disclosed exterior doorbell camera. At no time during that conversation was the dog identified or presented as a service animal. The suggestion that the dog could be taken elsewhere was mentioned by the guest, not as a denial from the host. We fully respect and comply with Utah and Vrbo policies regarding documented service animals. However, when a group arrives that greatly exceeds the reservation count, it becomes very difficult to determine occupancy and who animals belong to. Regarding amenities, our listing photos and description clearly show a 5-person hot tub as the spa feature available at the property. The home has never advertised a heated pool. We encourage all guests to review listing details carefully prior to booking to ensure the accommodations meet their expectations. While we understand it can be stressful to secure alternative accommodations on short notice, if the full group size and needs had been disclosed beforehand, we would have proactively declined the reservation since our property would not have been able to accommodate them. As a courtesy, we allowed the guests time to pack their belongings and arrange other accommodations while remaining on the property. For safety and security, our listing clearly discloses exterior cameras located at the front door and garage entrance. These are standard measures used only to monitor entry activity and occupancy compliance. We strive to provide a safe and comfortable stay for guests who follow house rules and communicate transparently. Unfortunately, the reservation terms were not honored in this situation. We wish you the best in your future travels.

Thanks for staying with us. You and your family are always welcome here. See you next season.