The home was well kept, tidy and spacious with lovely modern furnishing. All the house items needed were present, including a tea kettel, pots and pans. The check in process was quite simple, and the host allowed me an hour early check in. Everything was great except two things.
I removed two stars due to interesting customer service situations:
1. Only one bedroom in the 3 story home had heat blowing through vents the first two days. Thankfully, only two of the 7 guests meant to travel, actually came. For those two days, we (2 guests) thawed out in the one heated room every so often to stay warm as the temperature was around 45 degrees and dropping slowly. Jessica and her assistant tried to talk me through removing panels and fixing the remaining 4 heaters in the other rooms for both days. However, I was not comfortable with possibly being liable for any mishandling of things I do not have knowledge of, so I did not try anything past using the keypad that was turned on. I was then asked if I'd like them to send someone, and I confirmed. On day 3, someone sent by Jessica assisted in turning on the remaining heaters by noon. As I let them in, I was asked in quick question, if they heard a dog upstairs. This caught me off guard. I politely proceeded to decline the question, but I did feel as if I was being accused for whatever reason. Not the biggest deal, but not a great feeling to have at that moment.
2. After following up on my initial request for a discount based on the inconvenience (mainly because central heating is part of the amenities listed and one of the main reasons I rented this particular home in Seattle during the middle of fall), I was told I would be kept on notice as soon as Jessica spoke with her co-host. I was told this several more times with no real update, even after my departure. That particular treatment is what truly left a sour taste in my mouth, as I don't think I deserved to be ignored in terms of what I actually was told I was paying for and what I actually got (wearing all my clothes while in the house and to sleep, for two days in a row. I would have understood if the answer was no with a reasonable response, but I do not appreciate being runaround just to be dismissed.
I based my decision on reviews. Although, it does seem like their customer service may have fell to the wayside only during my stay as a guest. I do still appreciate their efforts aside from the dismissals, and wish them all the best of luck in the future as I don't think this is unredeemable. Just dishonest and immensly unpleasant.