Lilsis am See - Haus am See

Guest was instructed to contact keyholder in the days before arrival to arrange for access. Guest failed to reach out before her arrival.

The guests booked this place from Feb 22 through Mar 21, left a week early on Mar 15 and requested a partial refund for the "unused" week. 1. The guests did not have to leave on our account. 2. Leaving early is not a cancellation. Why take on reservations at all if the agreement could be arbitrarily modified? I stand by our terms and policies. 3. It is not our fault the guests could not enjoy their last week in our Vacation Home. Still, they seem to think it is our duty to pay for it! 4. We expend tremendous care on handing over properly cleaned homes. The guests did not complain when they moved in. They did not complain while staying there for three weeks. They did not complain when departing. The first I hear a (most unspecific) hint about it is now, after I denied a partial refund. Frankly, this sounds quite vindictive to me. 5. I prefer communicating through my own email-address. It has nothing to do with HomeAway/VRBO reading my comments but rather with the internal archival and distribution of messages. Our service consists of blocking an individual Vacation home from use by everyone but one particular party for a specific time frame, thereby forgoing uncounted market chances of alternative revenue from the time of booking until the stipulated end of the lease. Whether a guest actually uses the home or not does not change the value of the service rendered.