Run-down, not as described
Submitted: October 3, 2011
Stayed: August 2011
Our experience at this property was extremely disappointing and frustrating. The property was a mess when we got there -- dirty floors, unwashed sheets and bedcovers with hair and stains on them. The bedding looked like it hadn't been washed in ten years and the sheets were so worn out that they seemed to be crumbling in our hands! We spent our first day cleaning, doing laundry, and sweeping. Then we went out and bought new sheets for the beds. The whole place looks like it has not been maintained over the years. The peeling wall paper, mold growing inside the freezer, sunk-in and dirty couches, filthy linens, cable TV not working, no phone, all reflect a complete disregard on the owners part for the property as well as renters. We did let the owner know of all these things as soon as we got there but he did not return any of our calls. After our return we managed to get in touch with him and for our "inconvenience" we were refunded the cleaning fee, but that was of little consolation to us. I would stay away from this property until it undergoes a complete renovation!
Owner's Response: Hi Mike,
Thanks again for the constructive criticism.
We have been renting this property for 8 years and have never had such discouraging feedback. Again, we are sorry the unit did not meet your expectations, but we have rented to hundred's and hundred's of satisfied guest throughout the years, many return summer after summer. So I think we must be doing something right.
The issue here is that the cleaning company got their schedule crossed and failed to show up and clean the unit before you arrived. Hence, it was a mess and your frustration is clearly understandable. We feel terrible about that, but the people who own the cleaning service are only human and mistakes happen. My fall back plan in a situation where the unit is not cleaned upon arrival and I cannot be reached is in the following sentence which is the first sentence of the Welcome Package that I sent to you and I send to all our guests prior to arrival -
"If there is a mess or the unit has not been cleaned please call me right away. If I'm not reachable, L & L Cleaning at 508-xxx-xxx has been scheduled to clean the unit before your arrival - please call them".
A call by you to the cleaning company ( an option you had at your disposal) would have gone a long way to addressing your discomfort. If you had been able to reach me, that's what I would have done - I would have called the cleaning company to a take care of the problem.
As was previously explained to you, during your entire stay at the property, we were out of the country with no access to be able to receive your messages regarding the property. Again, as I explained to you when I returned, that is why all your messages went unanswered. I don't run or hide from responsibility.
Lastly, as a good will gesture, I gave you $150 when I learned of your displeasure. It was not a "refund" of the cleaning fee, because you did not pay a cleaning fee. This was reduction of the rental fee you paid. I didn't HAVE to do this, but I did, because I thought it was the right thing to do. You're welcome.
Steve
Helpful votes: 1/1
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