Frustrating Week
Review Submitted: September 1, 2009
Date of Stay: August 2009
First off the house and location is beautiful. My family and I had fun, however we arrived Friday afternoon to about 5 loads of laundry and the house wasnt cleaned yet. We did the laundry and left for the cleaning people when they arrived. Not a great start but things happen. Sat the air conditioning quit working. When we finally got ahold of Adele she did try to make things right immediately which meant Mon for a repair. After the whole weekend without air the repairman spent 6 hours trying to fix which did work Mon night and Tue then quit working again sometime Wed.Left a message for Adele. We were frustrated and ended up leaving a day early. Adele did apoliogize and offerred to give us a small refund for our trouble but we felt we deserved a little more, so we asked for a discount on next years rental. She refused. We definately would have rented again next year and given it another chance had she given us a break. I dont think that was to much to ask after the week we had. The house is great, just needs a little TLC. If you are looking for perfection, this isn't the house for you! The view is great. I am sad I wont be going back!
Owner's Response: Although the renter indicates that the A/C went out on Saturday, I did not learn of this until Sunday evening, and I had the repair crew out by Monday morning. I was not notified that it quit again (unfortunately, I had to have the entire system replaced and it gave no warning until the initial failure that weekend) until more than 24 hours after that occurred. This was an unforeseeable event and I took immediate corrective action as best as humanly possible. The house has panoramic windows on both levels that open in all rooms and also has three ceiling fans on each floor so there were other cooling options when the A/C quit. I might add that they never told me about the previous renter not doing the laundry until they were leaving at the end of the stay. Had they told me, I could have arranged for the cleaning company to do it while they were there. The cleaning company arrived during the scheduled 10am-3pm window ... I believe these renters arrived early and that is why they got there before the cleaning company.
I did recognize the inconvenience of the reported problems, and offered a significant refund (which I have already paid) but they also wanted more than 20 percent off the following year, which I could not afford to do given that 2010 is already mostly rented for the summer. I am sorry that they did not enjoy their stay as much as possible, but we have been renting for 9 years and never had any equipment system failure occur before. I assure all potential renters that the house now has brand-new air conditioning in place and this issue should not arise again.
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Helpful votes: 3/3
