Very disappointing stay
Submitted: August 6, 2012
Stayed: June 2012
We rented this property for a week in June 2012. Our experience was very disappointing due to multiple issues, and I would strongly recommend AGAINST staying here again.
The initial issue was the broken dishwasher. We called the owner multiple times over our first three days trying to get the issue resolved as the dishwasher did not work. Instead of getting a helpful response from Perry, we were ignored. He refused to speak with us and eventually set his employee, Tricia. She would not call a repair person initially, but made a very odd offer to come do our dishes...really? It was very odd. After she came and went multiple times, and created significant disruptions to our vacation, 5 days after we brought up the issue, they had the dishwasher replaced. This took many hours of calling and waiting. The irony was that the owner outsourced all the appliance ownership and repair to another company, so he was not even willing to take care of the issue directly.
Next issue was the refrigerator. The quality of this appliance was poor as well. The water filter did not work, and the ice machine was broken too, and the temperature varied dramatically so some food spoiled while other froze. We brought this up as well, and received a comparably poor response.
But wait, there is more as the gas range in the kitchen also had a broken burner. We mentioned this as well and they totally ignored it.
This was the worst treatment I have ever received from an owner that lists their house on Homeaway. We were hoping to have a good holiday with the family, but we spent hours dealing with the owner, Perry and his employee Tricia.
I would advise staying away from this house if you are looking for a good family vacation home.
Owner's Response: We are surprised by the renter’s remarks after they had communicated to us via email shortly after their stay that they “mostly had a great time staying at your rental last week, except for the problem with the refrigerator and dishwasher.”
The first business day after the renters checked in both the property manager addressed the renters concerns. The property manager purchased bags of ice and gallons of water for the renters prior to the handyman’s arrival. The refrigerator was fixed that same afternoon and we were not contacted about any further issues about temperature being a problem with in the unit, otherwise the matter would have been addressed immediately.
The dishwasher was deemed to be unfixable; the earliest a new dishwasher could be installed was on Tuesday. The property manager recognized the inconvenience this caused the renters and did offer to wash their dishes in their sink while she was on site as a courtesy. She was just being courteous and kind.
The one burner on the homes stove top range was addressed but the renters were not present when tech came out with the property manager. We were informed by the tech unit needed to be sent back to the manufacture for repair. We did not want to inconvenience the renters any further by taking the stove top out. The renters were able to use the other three functional burners during their stay.
We went above and beyond to accommodate the renters once we were notified during our normal business hours on Monday of issues pertaining to the appliances and tried to rectify the situation and address all the renters concerns. Due to the nature of the situation with the refrigerator, dishwasher and stove top, the property manager did visit the home to evaluate the problems a few times over three days to meet with techs and the handyman so the renters would not have to interrupt their schedule and plans.
We have renters that rent from us year after year. Unfortunately sometimes minor issues occur. As soon as we were made aware of them we addressed them as quickly as possible and make arrangements for alternative solutions while working to quickly resolve the matter. We care about our property and providing great experiences for our renters.
Helpful votes: 0/4
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