Much has apparently changed since the last review.
The townhouse was a mess when we arrived. There was old coffee in the pot. Partially used food items had been left in the refrigerator which itself showed signs of spills and/or mold. The water pipes seem to leave a bad taste to the water---there was a partially filled Brita pitcher with filter but, when I emptied it, black flecks (bacteria?) went down the drain. The bath and downstairs shower were filthy. The carpeting was dirty and has begun pulling away from the floor tacks so there are undulations that must be navigated while walking on it. All fry pans and lids were dented and/or warped such that they spin freely on the electric cooktop. Stored cookie sheets and pans were coated with oil residue and the original color was obscured by baked on food splashes. The oven had to be run through its clean cycle and the window scraped in order to see through it. All exterior windows were horribly dirty. The dishwasher drawers are broken is places preventing much from being placed inside so it had to be run frequently. Trash cans were full. The sheets on the master be were worn completely through in places. The propane grill provided on the deck was so filthy I elected to not clean or use it during our two month stay. The bathroom sinks drain poorly---I used one treatment of Drano which allowed us to use them but there is still a bigger problem. The A/C system had not been tested or used for a long time and caused water collection in the laundry room due to a blocked drain hose. The A/C tech reprimanded me for not changing filters and checking the system's functions before he knew I had just started my rental period. The laundry basket was so filthy we did not use it. Filthy is the watchword here. This is an absentee owner who lives in California and, I believe, relies on a relative to take care of this place which is not being done. With all of the cleaning we needed to do before we could live there, the owner offered to refund our cleaning deposit but altered that when she determined she needed to pay for professional window cleaners. As of today, August 18, her promised refund of half the cleaning deposit and all of our security deposit has not been returned to us. There were a few redeeming things about the property, specifically the privacy of the deck, but they do not offset the many, many issues presented to us. We ate there infrequently simply because it felt dirty to us even after we did our own cleaning. This property needs professional management.
Owner's Response: We have never had such an unusual review of our townhome. Unfortunately, I feel that our place was not a good fit for these guests--no matter how quickly I addressed the concerns they raised. These guests stayed 2 months in our home.
We are absolutely committed to having a clean and comfortable stay for all of our guests. We have return guests year after year who enjoy our second home. We often get positive comments on the relaxing and enjoyable stay, and on the cleanliness. That being said, we are now implementing increased quality control before check-in to ensure that we can avoid any concerns for guest stays in the future.
On this occasion, there were some problems with the cleaning crew performance that I acknowledged right away, and I was very apologetic. I remedied gaps --- as soon as I was notified of them. There was a problem with an air conditioning malfunction, and it was repaired right away--we have warranty service. The guests were concerned about the windows not being clean enough. Our deck had been torn out and replaced by the townhome association in the prior few weeks. I think this added dust and dirt that was not usual. I had a professional crew come out within 2 days--and re-clean all glass doors/windows.
I received a number of e-mails the first few days, some with photos, all of which I addressed immediately. One photo showing waterspots on the inside of the dishwasher door--and another photo of the tile countertop alleging it was dirty--when that is the design coloring built into the tile. If you use a BRITA water filter you may know that the black flecks sometimes seen in the top of the pitcher are bits of the charcoal used for cleaning the water. We provide a BRITA pitcher with a supply of filters--so guests can use filtration if they want. (The taste of the City water in Eden Prairie sometimes has a bit too much chlorine for our tastes.) Since recycling occurs only every 2 weeks, there are times when the recycling bin is not empty upon guest check in. We supply an extra bin in the garage for guests to use for when this occurs. Our cupboards are filled with extra linens and towels, so guests can change out any linens whenever they want to.
Securtiy and 50% cleaning refund (as agreed) occurred within the timeframe specified in the guest agreement.
In October we will be reviewing our entire kitchen and large stock of kitchen cookware, for replacement if any rise to the level of concern the guest states.
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