Hi Natasha, thanks for taking the time to post a review of your stay at the Saras Retreat (1241656). I am sorry that the pool was slightly cloudy on your arrival. The pool was treated right away, and the on-call support representative explained multiple times that for the treatment to work, the pool had to be circulating. Because you kept using the hot tub (which stops the main pool circulating), the pool water treatment was not able to be effective as quickly as intended. Jets to the pool are not adjustable, the flow to the pool is either on or off. The pool cartridge filter had already been changed when the treatment was applied. It appears that you misunderstood what was explained to you. I hope we can welcome you again in the future. Thanks again for choosing the Saras Retreat (1241656) with vrbo.com

Hi Veronica, thanks for taking the time to post a review of your stay at the Saras Retreat. I do apologise again concerning the bathroom. As explained to you, we had to urgently fit a new Air Handler enclosure for the AC on the morning of your arrival. The technicians were new to our homes and did not fully absorb the message not to use the bathroom. The work was completed in time so as not to disrupt your enjoyment of the home. The pool had a light dusting that had fallen from the screen enclosure during the prior night’s rainfall. That was quickly cleared away by the circulation of water through the skimmer & filtration system. Our homes are cleaned by professional contract cleaners. The house was cleaned prior to the AC install and there was not time to walk through the home again prior to your arrival; hence I apologise if there were some very minor cleaning related issues due to workmen installing the upstairs Air Conditioning system. I really appreciate you taking good care of the home. It was a pleasure to have you stay with us. Thanks again for choosing the Saras Retreat (1241656) with Vrbo.

Hi Paul, thanks for taking the time to post a review of your stay at the Saras Retreat. I am pleased to read that you thought the house was great and that you enjoyed your weekend. Unfortunately, the amount of furniture you moved caused us a considerable problem. Our policies are clear in respect of the moving of furniture and are reiterated via signage throughout the home, your final instructions, and the home manual. You took it upon yourselves to move a 500lb slate pool table (which had to be moved back by four people and then professionally releveled). You moved heavy dressers, rearranged rooms, moved furniture from one room to another and made it difficult for the designated property manager to check the home as items she was looking for had been moved. We had to hire people to come and move the furniture back (as it is very heavy). The main reason we do not permit guests to move furniture is because of the risk it poses to those attempting to move the furniture; not to mention the inconvenience it causes our management, housekeeping and maintenance teams. Thanks again for choosing the Saras Retreat (1241656) with Vrbo.

Hi Peng, thanks for taking the time to post a review of your stay at the Saras Retreat (1241656) during the Christmas holiday. I’m naturally very disappointed to read your review. When you arrived at the home, you got in touch and stated: “The place is awesome and spacious” It appears your unfavourable review was triggered by your non-acceptance of the charge made against you in respect of the broken oven door glass. There were 26 in your group. Unfortunately, the oven door glass was broken by somebody during your stay (object dropped onto the glass whilst the oven door was open) leaving us with a very difficult situation that had to be resolved between 12/25 and 12/26 prior to our next guest arriving. Thankfully, we managed to get the parts and locate a repair technician at short notice, the cost was passed onto you. As might be expected, I am unable to absorb the costs of such damages and the deduction was made from your security deposit as per our terms and conditions. Thanks again for choosing the Saras Retreat (1241656) with HomeAway / Vrbo.

Hi Lucy, thanks for taking the time to post a review of your stay at the Saras Retreat (1241656) over the New Year’s holiday. I’m very pleased to read that you enjoyed the home and found the space roomy and accommodating. It was a pleasure to have you stay with us and I look forward to welcoming you and your family again in the future. Thanks again for choosing the Saras Retreat (1241656) with HomeAway / Vrbo.

Hi Kevin, thanks for taking the time to post a review of your stay at the Saras Retreat (1241656). I am delighted to read that you enjoyed this value packed well-equipped family home and the resort. I apologise about the coffee mugs; a quick text would have resulted in additional mugs being delivered to you in less than 30 minutes. Thanks for bringing the dishwasher issues to my attention, the appliance was found to have a defective element; this has now been resolved. The Oasis does offer a good dining option, glad to read you enjoyed that too. I hope to welcome you again in the future. Thanks again for choosing the Saras Retreat with HomeAway / Vrbo.

Thank you, Crystal, for taking the time to post a review of your stay at the Saras Retreat (1241656). All the pictures we provided to you clearly showed the damages caused during your stay. Damages included (but were not limited to) the following: excess trash, permanently stained comforters, permanently stained & soiled bed sheets, damage to a slate pool table, damaged vertical blind louvres and damage to a fan light. Unfortunately, damages this extensive are not acceptable and have to be charged to the outgoing guest. None of these damages were present prior to your arrival as can be attested to by our housekeeping team, maintenance team and 3 of our property managers. You rented two homes from us and both homes were vacated with damages. Your review and subsequent communication to me were evidently triggered by your non-acceptance of the charges made against you. This is naturally very disappointing, but as stated earlier in this review, I am unable to write off such extensive damages evidently caused by your group. Thank you for choosing the Saras Retreat with Vrbo.

Hello Karla, thank you for taking the time to post a review on HomeAway/VRBO. Sorry you experienced those two issues during your stay. With guests departing and arriving same day, it can be difficult to schedule carpet cleaning. This has now been done and please accept my apologies that we did not have this completed prior to your arrival. We do ask that guests check-out on time as we have typically 4 staff arriving at the 10 am departure time to prepare the home for the next guest (housekeeping team, property manager and maintenance) - which takes 6 hours. Thank you again for choosing the Saras Retreat (1241656) with HomeAway/VRBO.com

Thank you, Asher, for taking the time to post a review of your stay at the Saras Retreat. After your departure, a detailed property inspection was undertaken. You were notified of damage caused to the refrigerator, a missing table item and permanently stained linens & towels. Your review and subsequent communication to me were evidently triggered by your non-acceptance of the charges made against you (which were ruled in our favor when you attempted to dispute). All points were notified to me after you left. 1. I’m sorry the outside area was not fully swept clear. It was along the back edge of the pool only (not accessible to walk on). Had I been notified when you arrived, we could have addressed the issue immediately. 2. Our terms and conditions clearly state what is provided. Every guest has their personal preferences for cleaning and laundry products. We do not claim to provide these. 3. The prior guests left 6 hours before your arrival, unfortunately, we did not have time to purchase and wall mount a replacement 70” TV during that time. The provided free standing 55” Sharp UHD TV was new and purchased specially so you would have a TV in the living room. It had to fit on the furniture piece it was placed upon (there are 10 other TVs in the house including 2 additional 70” TVs). The provided TV functioned correctly along with more than adequate audio output. A new 70” wall mounted 4K UHD Smart TV has now since been installed. 4. The hot tub was functioning without issue. As is explained in the home manual, the hot tub is operated using the wall mounted timer. This was explained to you by the pool tech when he visited to investigate and found no fault. 5. There was one screw missing from one of the foosball players. I apologize if we overlooked this, it took less than a minute to fix. 6. There was one very slightly loose toilet seat that was not loose prior to your arrival. It was a 30 second job to tighten the fitting. 7. We only found trash in the home after your departure. I apologize if any of this was present prior to your arrival. Naturally, it is disappointing to read your review (which Is not entirely truthful) and I am sorry that the home did not live up to your expectation. However, you chose not to read the materials and guidance provided to you and chose to use the property in a way that contradicted our terms and conditions that you had previously actually agreed to. Thank you again for choosing the Saras Retreat with VRBO/HomeAway.

Hello Angela, thank you for taking the time to submit a review of your stay at the Saras Retreat (1241656). I am very pleased to read that you enjoyed the home and that you had an enjoyable vacation. I am sorry to read that you experienced some Housekeeping issues, had these been reported to me at the commencement of your stay (rather than after your departure), I could have instructed Housekeeping to visit and address for you. The Internet service was taken out by a storm prior to your arrival and you were notified before the commencement of your stay. Service was restored as quickly as possible by the service provider (the following afternoon). Again, please accept my apologies if these issues in any way compromised your accommodation experience. Thank you again for choosing the Saras Retreat with VRBO/HomeAway.