Whirlpool, Tiki-Bar & Harry-Potter-Zimmer - Familienrefugium Clintonville

We take cleanliness concerns seriously, but important context is missing from this review. This group entered the home before the stated check-in time while our cleaner was still completing the turnover. Our cleaning company reported that its employee was followed throughout the property, treated aggressively, and subjected to inappropriate and discriminatory comments. Due to the seriousness of those concerns, the incident was documented and reported to VRBO. Despite that conduct, we responded immediately to every concern raised. Additional towels were delivered, a cleaning manager was sent to perform additional cleaning, and lawn service was arranged the following day. Most importantly, we offered a 100% refund on two separate occasions if the guests preferred to leave. Both offers were declined, and the guests chose to remain for the entirety of their stay. The property has maintained highly positive reviews for the past three years and has not received a prior cleanliness complaint of this nature. For additional context, the guest submitted a list of 14 complaints within the first 24 hours of arrival while simultaneously declining our offers to terminate the stay and receive a full refund. We stand behind the speed and extent of our response and firmly reject the suggestion that concerns were ignored. Every issue raised was addressed as quickly as possible. Due to the treatment of our staff and the circumstances surrounding this reservation, we would not host them again.