Sail Faraway
Review Submitted: July 22, 2009
Date of Stay: July 2009
Ellegant is not the word I would us to discribe this property. We rented this property for a week in July and was very disappointed when we walked in the door and walked to the upstairs kitchen. The carpets were dirty and the house smelled like dog/cat urine. We realize this was a "pet friendly" home, however do you think they could have cleaned better.?? We ended up cleaning all the "cleanable" floors ourselves. I'm sorry I didn't bring my carpet scrubber with us. We had small children that we didn't allow to play on the floors unless they were on the blankets, that were in the closets, which we had to wash because they were covered with dog/cat hair. I had called the rental service for issues with the fridge and sweepers which weren't working. We had to vac the carpets with the wand on the only vac that had semi-suction. No cable in the downstairs twin bunk room which the realitor asked if we could take the TV from one of the other bedrooms and plug it in to see if it was the TV or the cable, which she never called back to confirm that it was indeed the cable. The hot-tub would turn off and on by it's self. The fridgerator, which was suppose to take 12 hours to cool the food, ended up taking 4 days. We had to buy ice and use coolers to keep the soft drinks and milk cold for the kids. Some of the quilts on the beds had to be washed due to sand on them and the smell again of the "furry friends". Oh and last but I'm sure not least, while checking under furniture for "kiddie" toys that may have rolled into the neverlands......in the middle TV room inside the front door, we found the nastiest surprise ever, (which a picture was taken and will be mailed to the owners,) nice piles of dog/cat feces. How gross is that!!! I would like the owners to know what kind of reality service and cleaning service she has working for them. I would pay my toddler to do the work 100% better than they did in the full 45 minutes they were there the day we checked in. What a vacation we had. It will be one we will never forget.
Owner's Response: We regret to hear that this family encountered some unfortunate issues at our rental house. We have a private cleaning company and a small, local, very personalized Real Estate company that take great care of our house. The house is personally inspected by our realtor prior to check in each week. The prior week guests sent an e-mail to us to say our house was beautiful and well maintained. The proper procedure should have been for the guests to immediately report these problems to our realtor for prompt resolution. Unfortunately writing a negative review two weeks later is unproductive in resolving the complaints.
The guests placed two calls to our realtor during the week:
Call 1: The guests called upon arrival to report that there wasn't a port a crib at the house, which there is and she directed them to the closet that it is kept in. If they were as upset as indicated with the cleanliness of the house upon their arrival I would think they would have mentioned it.
Call 2: The guests second call was on Tuesday.
Issue: Refrigerator not working properly.
Resolution: Technician sent to the house reported the refrigerator was so full the door would hardly shut. Obviously the cooling time is much longer under these conditions. There is a smaller refrigerator in the rec room that could have been used for drinks.
Issue: Hot tub turns off/on by itself.
Resolution: Our Realtor and our pool technician both explained to the guests that hot tubs do periodically turn on/off as part of the filtering process. This is a normal function for a properly working hot tub.
Issue: TV not working in bunk room
Resolution: It was found to be a cable problem that needs to be repaired by the cable company. The house has 10 TV's and the guests indicated this was not a problem.
Weekly cleaning procedures:
All floors and carpets are vacuumed. Carpets are professionally cleaned twice a year or more if needed. Blankets that are neatly folded in closets are assumed to be clean. Blankets left on the bed or floor are assumed to be dirty and are washed by the cleaning staff. Upon receipt of the complaint about the vacuum suction, I purchased a new vacuum.
Concerning the "surprise" under the sofa, I am still waiting to receive the picture. The sofa is not more than 2 inches off the floor...............must have been a very tiny dog!
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marks the location of the property in Outer Banks
