Not a good experience
Submitted: December 19, 2012
Stayed: October 2012
We have stayed at several VRBO properties and this was the first bad experience. One of the main reasons we chose this property was because of the hot tub overlooking the ocean. The owner really "sold" me over the phone about how wonderful it was. I even emailed her a few days before our arrival to ensure it was working. The first evening of our stay, we popped some champagne and headed out to the deck. We had been told it was a constant 103 degrees, but when I stuck my foot in the water it was ice cold. I called the owner and had to leave a message. She did not return my call, so I called again the next day. She claimed she did not get my message, but would look into it. That was the last I heard and subsequent phonecalls went to her voice mail. This was, mind you someone who seemed to always be available via Blackberry until we had a problem. It took 4 days to resolve the issue and get a repairman out to fix the hot tub. The only thing that is "5 star" about this property is the location. The furnishings are worn and tired. We tried to open the umbrella on the deck, but it was moldy and broken. There are signs around the property such as "Break a wine glass and you WILL be charged" or "Get any sand in the washing machine and you WILL be charged.," so beware of that. The other issue was check in/check out times. You are not allowed to check in until 5 pm the day of arrival, but must be out by 10 am the day of departure. We were still packing up when the cleaning lady knocked on the door at 9:45 am. It is pretty hard to eat breakfast and get packed up after a week for a long trip home that early. Finally, they was the issue of our deposit. Per the lease, it is to be returned within 4 weeks. It was not. A quick google search of the owners name will tell you all you need to know about her financial responsibility. After emails and a phonecall, I finally got my money back 5 weeks after we checked out. She also, with pressure from me, agreed to give a very small refund for our trouble. I was told her "lawyer" thought that a very token amount (can't share due to VRBO policy) was fair, and they are amending the lease so that next time the hot tub doesn't work, they have NO liability.
This was a big splurge for us financially, and a special birthday for me, so the stress from our experience definitely took away from it. It pains me to write a bad review, because I own a VRBO property myself. Unfortunately, I feel I need to share my experience.
Owner's Response: We are sorry that this guest was unhappy with the stay at our beach house.
...The primary issue was that the hot tub was not heating the morning of this tenant's arrival, and we had not been notified of this. The service company immediately ordered a part that had broken which took several days to arrive at which time it was restarted. This was clearly beyond anyone's control.
...The property is furnished with beach style furniture, a stocked kitchen/pantry, and an array of beach/sports equipment which most clients appreciate.
...As the property is literally ON the beach we have very sturdy outdoor furniture to weather the elements which may have been difficult for this tenant to manage. We are available to assist our tenants during their stay, but received no requests from this tenant.
...We have many tenants with children/teenagers and thus post signs regarding house rules to avoid disruptive issues with appliances, supplies, etc.
...The arrival/departure times are set to provide time for thorough cleaning for incoming tenants, and are clearly spelled out in the contract which each tenant receives and signs.
Helpful votes: 3/4
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