Terrible Customer Service, Misleading Information and No Security Deposit Back!
I had to contact the owner about checking in, two days before we were due to get there, and I had to research directions to the house,as none were provided.
When I got home from the trip,I received a rude email from the owner, claiming all kinds of damage to the house and that we would not be getting our security deposit. There was no outside grill (despite it being listed in the amenities) and the garage bathroom was dirty before we got there,yet somehow it was our fault. We were asked twice (once by cleaning staff member and once by owner) if we would like to leave early! It made the check out process even more stressful. There was no broom,dust pan,mop or vacuum to clean the place, yet we were accused of leaving the place filthy. Sheets were already dirty, but it was our fault. Another issues was the recyclables. It did not appear there was collection the week we were there because it fell on New Year's Day, but we were scolded for that as well. We straightened the place and made sure everything was in its place, emptied the fridge and took out garbage. Apparently we had too much garbage, and we accused of not taking it out,which we had. A family of five plus two adults generates garbage.
The house is located at a beach access point, making it very busy and not private. It was difficult because of all the cars to leave or get in the driveway. At one point,there was a beach goer sitting on our front step! This house was not kid friendly,with glass everywhere,and supposedly we damaged a fish collectible. Yet another accusation I do not understand.
We have rented homes in NC,Hawaii and Fl and never had an experience like this. We had a ridiculously long day because of traveling delays and it was very distressing to read the accusatory,demeaning email from the owner. I am fairly certain the owner did not check out the property, and was going solely on the word of the staff.
Owner's Response: It’s always unfortunate when a guest has a less than satisfactory experience at this beautiful property. In the seven years it has been on the rental market, we have only had one other incident where the house was left in a state where the c leaning charge was not sufficient to cover cleaning and normal wear and tear.
We have a professional cleaning company that is charged with turning the property over as well as inspecting the condition each week. It is an unusual situation when the owner of the cleaning company is in tears when walking into the property after a guest departure.
In this situation, the house was a total mess with food in the carpet, on the walls, and on the outside of the house. One toilet was full of poop and tracked on the floor by an adult- sized shoe. This was supposedly the condition the guests found it when they arrived which meant they didn’t bother to flush the toilet for a week!
Although we rent to people who smoke, we ask that they do so outside on the decks or grounds. The cleaning crew found the house smelled like cigarettes and they found cigarette butts inside the cupboards. Decorating items were broken. Sheets were soiled and towels were stuffed high up in the closets. We have brooms in the garage along with a Weber gas grill and charcoal grill. We have a central vacuum system with outlets throughout the house.
When this family left the property, we received a glowing email about the incredible vacation they experienced. After communicating the report from the cleaning company, where we asked to discuss this matter, we received a threatening email which stated that we were going to get a negative review on Homeaway/ VRBO … which you have just read.
It is our hope that when evaluating this magnificent beach property, a prospective renter will consider the high number of repeat visitors and positive reviews of guests past.
Helpful votes: 2/2
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