FANTASTISCHE AUSSICHTEN VON BERG CASITA

Thank you so much for choosing us. Hope you will return soon!

Thank you so much! We are glad you enjoyed your stay and hope you will return to one of our casitas!!

Thank you Matt, hope to have you again!

Thank you Nick! Please come back!

Hi Kristy! I am so glad you enjoyed your stay. Please come back and stay again, possibly try one of the other houses! Thanks for leaving the house so nice.

Thank you Collette! The Mirage does have great views, especially from the spa. Glad to hear you will be back! Fran

Thank you Mike, we really appreciate you choosing us and look forward to your return! It is people like you that make this worthwhile!

Thank you so much for choosing us! You are the kind of guest that we really appreciate!

Thank you Karen for choosing us! We hope to see you in the future!

Thank you so much for your kind words! We love that you stayed with us and hope you will return to this house or any of our others on the mountain. Fran

Thank you for mentioning the odd smell. It turned out the air vent was broken and it has been repaired.

When first communicating with this guest I knew from the start he more than likely could not be satisfied. He wanted a two bedroom. As stated in our property description, this is a 1970’s property. The pictures tell the story, about the look of the property. Over the 15 plus years of being on vacation sites we have maintained a Premier status. The road is steep as stated in the description, but it is on a hill/mountain! Please read the other positive reviews, to get a better idea of our properties and what people think. The other negative was he was scared of the road up. We take great pride in maintaining our excellent rating and as I have come to understand some people only look for the negative, which is a sad life to live. Here is the rating from this site and the other popular vacation site. I hate that I need to do this, but I take this seriously. Cleanliness 8.6/10 " "Cleanliness 86% Check-in 9.4/10 " "Check-in 94% Communication 8.8/10" "Communication 88% Location 8.8/10 " "Location 88% Listing accuracy 8.8/10 " "Listing accuracy 88% Out of 5 stars. other site: Cleanliness 4.7, Accuracy 4.9, Check-in 4.9, Communication 4.9, Value 4.6

Thank you Christina for staying with us and bringing these issues to our attention. Hope to have you again!

First of all, I must say we try and do everything we can to make our guest have an enjoyable time at one of our 4 houses on the mountain. We are on several vacation sites and have a 4.7 to 5 star rating, we are a Super Host on another site where we have most of our business comes from. Here is our rating. Your Superhost stats Assessment period Jan 1, 2020 - Dec 31, 2020 Last completed assessment You maintained your Superhost status! 4.8 Overall rating! To meet this criteria, you need a 4.8 or higher average overall rating based on reviews from Jan 1, 2020 to Dec 31, 2020. We calculate this based on when a guest submits their review—not when their reservation happens. So if a guest’s reservation happens during the current assessment period but they submit their review after it ends, then it’ll count toward your Superhost status for the next period—not the current one. To continue.... We live on the same mountain and make ourselves available day and night. As it states in our description we do not have internet service, BUT if available can provide them with a portable wifi. They were aware of that as it was mention to me in a text after they checked in and then they requested one, which we took over to them, the password was wrong, went back and offered them different one and they refused. It is strange they said it was slow, because they denied it? Possibly they just assumed it would be slow, however we have people use them in every house and no complaints so far. They called and said the BBQ propane tank wasn’t working, they left for a while came back and when my husband met them, there they thought it had already been fixed as it was working. These houses are rented at a minimum, every weekend. The hot tubs are check and serviced before every check in which usually means at least twice a week or more. Their complaint was that the hot tub was not cleaned because their son had bumps. They did not contact us on the 3rd day as he states the problem occurred, he contacted us on their last day. Kent went there immediately, and the water was a little low, from use, he tested it and filled it, the levels were normal. There is a hose next to it where people can fill it if necessary. I tried to attach a picture of the hot tub and the tested levels but evidently it won't allow it here. I would say that some people have sensitive skin and the chemicals to treat hot tubs and pools possibly can cause that. My grandson has that sensitivity. We have a notebook in all our houses, giving instructions and recommendations for our guest. They must have missed it as it is there and has been. They asked for extra garbage bags, we usually provide 2 to 3 bags. Kent took them up extras and took their garbage to the garbage cans for them. It is true the heater flipped a circuit breaker and Kent flip it back, which the furnace then worked, and after they left a repair person replaced the part needed. What I do not understand from these people, we were there 3 times and then saw the husband hiking, stopped and talked with him, he was happy, a couple of days before they left and no mention of problems or needs. Of course, we want our guest to be happy and to return, this is our goal. Things do break down from time to time, which is unavoidable, and we try to stay on top of our guest every request and need. We tried with these people, but some people just cannot be pleased.

After 2 days this guest left. He said the road was unsafe and had no guard rails. The property says “mountainous terrain” and also shows the road, WITH GUARD RAILS in the pictures. So it shouldn’t have come as a surprise this house is on a hill. He stated if I didn’t refund his monies he would leave a bad review, as you have read he did. I told him I would not return his money as it states in our description and the pictures show it is built into a hill/mountain. Being in Phoenix it is an exaggeration using the description as a mountain as it is more like a hill. After saying I wouldn’t refund his money because he was frightened of the road he then mentioned a drip in the shower, said the AC/Heater unit is loud. It is common for the ac/heaters units to be on roof in Phoenix and you can hear them turn on and off. This is something I also wasn't use to as coming from the mid-west the units are always on the ground. The shower head did have a small drip. Reading that the house had a layer of dust is simply untrue. This house is rented for short stays and clean thoroughly after every stay, which is often, sometimes every 2 days. The reviews on our vacation sites comment on the cleanliness of the houses. Our Super Host status can attest to this, which is for continually having high reviews. If he would have talked to us instead of just leaving assuming he was afraid and didn’t have to possibly leave Phoenix, I would have gladly gave him the house below and actual upgrade, but he didn’t. After being a vacation rental home for 18 years no one has left because of the road or any other reason. I am sorry he did not appreciate a “mountainous” house as the view is wonderful and is what make this place so special, so I believe he was looking for an excuse. We always try to make each and every guest happy during their stay. That is our goal and why we have so many people return every year.

Thank you sooo much. We hope you will return!