Refined golf course resort home on the fairway with a private hot tub

We had a very nice stay, although there was a significant disparity between the quality of the townhome and the quality of its property management.

We have nothing but raves about the townhome itself. It has lovely golf course and distant mountain views, a great floor plan, and is decorated and outfitted very comfortably. It feels much larger than its square footage, and we loved the two connected decks. The kitchen and home were exceptionally well stocked, and several areas have been nicely updated, including the upstairs primary bedroom and kitchen. The hot tub was great, and the barbecue worked well and was appreciated. It’s very clear the hosts have taken providing a wonderful place to stay seriously, and they’ve succeeded.

Unfortunately, we feel these great hosts are being underserved by their property management company, Avari. This does NOT apply to the local team responsible for cleaning and preparing the home. They did a good job and were responsive and helpful when we dealt with them. Our issues were with Avari itself. We originally found this property on Airbnb, where numerous reviews also mentioned difficulty getting service from Avari.

Our biggest disappointment was the fireplace. We specifically enjoy renting homes with fireplaces for the ambiance. When we couldn’t get it to work, we initially received (after a food delay) generic instructions that didn’t apply to this unit and had to explain that to the overseas customer service staff. They seemed more interested in having us confirm the issue was resolved than actually resolving it. There was no physical or digital guest guide with instructions.

The following day, we finally learned that the fireplace had been turned off for the summer, was scheduled for repair or replacement the next month, and, essentially, were told that it shouldn’t matter because the weather was warm. In fact, overnight temperatures dipped into the 30s during our stay. Regardless, we wanted the fireplace for its ambiance. Nothing in the listing disclosed that this advertised amenity was nonfunctional, and there was no apology or attempt at accommodation.

There were several other management issues. The identity-verification process failed on multiple devices, and after we finally completed it, we were inexplicably required to go through the process again several days later.

The key to the garage, where the bikes and games were located, was also missing. Again, we were initially given generic information that didn’t apply to this unit, rather than anyone recognizing that the key simply wasn’t where it was supposed to be. I eventually found it myself after digging around in a closet, meaning those amenities were unavailable for roughly a third of our stay.

Finally, we had extended our trip by one night several months before arrival. Rather than adding the night to our existing reservation, Avari created an entirely separate reservation. We therefore began receiving checkout reminders and had to make yet another customer-service call to explain that we were not checking out because our stay had been extended.

In summary, we dealt with a time-consuming and dysfunctional ID-verification process, poor handling of a simple reservation extension, a nonfunctional advertised fireplace with no disclosure, no guest guide or unit-specific instructions, and a missing key that temporarily prevented access to advertised amenities.

None of this reflects poorly on the hosts or the home itself. We’re writing this detailed review partly so future guests know that this is a wonderful property and well worth staying at despite the management issues, but also as a courtesy to the hosts so they understand how poorly their efforts are being supported by their management company.

Despite all of this, thanks to the hosts’ efforts in creating such a lovely and comfortable home, we would stay here again. We would simply arrive prepared for the possibility of very poor customer service from the property manager.