6 Min. zum Cowboy/Ranger Stadion Arlington 1 Schlafzimmer

We take all guest feedback seriously and believe it is important to provide full context regarding this stay for future guests. The guest arrived at the property at 3:17 PM and contacted us immediately regarding concerns. We responded promptly at 3:20 PM and remained in active communication throughout the process. After discussing the issues reported, we informed the guest that we were pulling a member of our cleaning staff from across town to personally come address the concerns onsite. Because this occurred on a Friday evening during peak traffic hours, we clearly communicated that arrival would take some time, and that expectation was set in advance. When our cleaning staff arrived at the property, they were informed by the guest that their services were no longer needed and were turned away without being allowed to address any of the reported concerns. Despite our immediate response and direct effort to resolve the situation, our attempt to correct the issues was not accepted. It was also brought to our attention during the stay that there were multiple unregistered guests onsite, which was a direct violation of both our clearly stated house rules and Vrbo policies regarding unauthorized gatherings. We immediately addressed this issue and requested that the unauthorized gathering be ended. Regarding the patio, it had been cleaned prior to arrival; however, lawn service had recently been completed before check-in, which did result in some outdoor debris and dust settling on the patio furniture. We do take accountability for that oversight and will improve our timing moving forward. As for odor concerns, this is a shared-wall property, and while we carefully maintain and control the interior of our unit, there can occasionally be external factors beyond our direct control. We also want to clarify that there was no need for additional cleaning supplies to be purchased, as cleaning materials were readily available within the unit for guest use. We strive to provide every guest with a positive experience and respond quickly, communicate clearly, and make a genuine effort to resolve concerns in real time. While we acknowledge there is always room to improve, this review does not fully reflect the timeline of our response, our efforts to rectify the concerns, or the policy violations that occurred during the stay. Best,

Thank you for taking the time to share your feedback. We are genuinely sorry that your stay did not meet your expectations. We take cleanliness and guest comfort very seriously and work hard to provide a positive experience for every guest who stays with us. Following your stay, we thoroughly reviewed the concerns raised and addressed the bed issue immediately. A bed slat had inadvertently slipped out of place, causing the mattress to sag, and this was repaired promptly. Regarding odors, our unit is located within a residential community with shared walls. While we maintain a strict no-smoking policy inside the unit and do our best to ensure a fresh environment, we unfortunately cannot control odors that may occasionally originate from neighboring units. The pool amenity is provided at no cost to our guests. At the time of your stay, the community had not yet completed its seasonal inspection and opening process, which delayed access. Unfortunately, this was outside of our control. We would also like to clarify that this is a fully legitimate and properly registered rental property that operates in compliance with local regulations. We welcome many guests throughout the year, including travelers who regularly use Uber and Lyft, and they have not experienced issues with pickups or drop-offs at the property. Additionally, the home is equipped with two Roku Smart TVs one in the living room and one in the bedroom which are available for guest use and have worked successfully for our guests. While we understand that your experience did not meet your expectations, one stay does not reflect the experiences of the many guests who have enjoyed comfortable visits at our property. We appreciate all feedback, as it helps us continue improving, and we wish you the very best in your future travels.