The International House entire home hosted by Dubbs Vision Property Managem

In response to the negative review, I would like to provide some context and explanation regarding the situation. I received a call from Kim after 10 PM while I was out of state attending my daughter’s birthday party, which also included a surprise engagement to her longtime boyfriend. The call came just as he was proposing, making it an unexpected and untimely interruption. Given the hour and the nature of the call from an unknown number, I was unprepared and caught off guard. All of our properties were booked and rented before I left the state, and we had been in constant communication with all of our guests, ensuring that everything was in order. We primarily use a different rental platform, which I won’t name here for legal reasons. When our VRBO profile was set up, we communicated with a VRBO staff member to merge our calendars to prevent such issues. This process was supposed to be handled by the VRBO representative. Hence, when Kim called, I was not only unprepared but also shocked by the situation, surrounded by family during a very emotional event. I immediately contacted VRBO to understand what went wrong. After speaking with a representative, I learned that there was likely a glitch or an update that caused the calendar merge to be removed. I told the VRBO representative to refund her money back immediately and would like another chance to offer them a great experience. Despite explaining this to Kim, she was understandably upset. I apologized to Kim and explained that it was beyond our control and due to an error on the part of the platform. This was a very unusual and unfortunate situation. We have been in the property management business for two decades and have consistently received 5-star reviews on other platforms we use. We are taking steps to ensure that it does not happen again in the future.