Cleanliness less than desired
Review Submitted: August 29, 2009
Date of Stay: August 2009
When we arrived, we had trouble getting into the condo, and unable to get ahold of Alan, but we did finally get in. We were excited, and it is a cute condo. But...when we got ready to go to bed, the bedspreads were stained (the master bedroom bedspread had dried blood on it), and it was questionable whether the sheets were freshly washed, since there was hair in between the sheets. (yuck). The shower curtain in the 2nd bath was nasty with mildew (I took pictures and sent them to Alan, along with the pictures from the stains on teh bedspreads), the jets in the master tub looked dirty, we were unable to use the safe since it was locked, the door is off the master bathroom closet, there was bath powder on the baseboard behind the 2nd bathroom, I could see the black underneath the toilet rim in the 2nd bath when walking down the hall (I cleaned it). We did call Alan, and he was very nice, and got the cleaning crew back out there to pick up the bedspreads to clean, replace the sheets and replace the shower curtain. The lady that arrived was not very friendly, had an attitude, stated they only changed out shower curtains on Mondays (the place is rented from sat to sat), and they picked up the bedspreads to take them to be cleaned, and changed the sheets. Alan stated that they cleaned the bedspreads approx every 3 months, and that the cleaning lady had never been inappropriate with him, of course he is the one who pays them. There was only 1 extra blanket in the room, but there was supposed to be 3 (we finally got the extra blankets when they brought the bedspreads back). I can't say enough how kind Alan was on the phone about the whole deal, and stated that he and his partner would refund us an extra $50 that we could us on dinner or something, when we received our security deposit. That was a very nice gesture, but was not why we were complaining. It is very uncomforting not knowing if you are sleeping on clean sheets, and the balcony was quite dirty as well. And by the way, when we got our security depost back, there was no extra money. We won't rent from here again, and they need to make some surprise visits to check their cleaning people. Maybe the others just didn't complain, or maybe we were at the end of a long stretch of guest...regardless, would not recommend.
Owner's Response: We actively encourage guest reviews, positive or negative. This is the only way that we can improve our service.
There are some positives in this Guest’s review, for example the Condo was “cute” and the speed of our response and attitude to her complaint.
We would now like to address the negatives,
1. The only reason that this Guest had issues getting into the Condo was that she arrived early and the Condo was still being cleaned.
2. The bedspread was not stained with blood, it was margarita mix and unfortunately had been missed by our cleaning staff or this would have been changed.
3. Clean sheets and towels are provided for all guests at changeover.
4. The baths in both bedrooms are cleaned at changeover. The jets in the master bath are slightly “tarnished” and may have appeared to be dirty, but are not.
5. As with the baths both toilets are cleaned and bleached at changeover.
6. There are 4 extra blankets (2 in each of the bedroom closets).
7. The shower curtain in the second bedroom was changed at the earliest opportunity (on the Monday), but, we do not have any policies about only changing linen or other items on Mondays, we are not sure who would have told this to the Guest.
8. With respect to the security deposit and the $50 “good will gesture”, this guest made it clear when we spoke to her that she did not want any additional monies. She also left the Condo in a mess, trash was left all over and dirty dishes left where they were last used, these are just two examples! The $50 “good will gesture” was used to fund the additional cleaning.
We have had over 25 different Guests in 2009 and this is the only complaint, all of the other guests have been completely satisfied.
All negative reviews are taken very seriously and we have changed some of our cleaning checks to ensure that this does not happen again.
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