Beautiful house, bad customer service
Review Submitted: December 29, 2008
Date of Stay: July 2008
We very anxiously awaiting our arrival at this beautiful house. We arrived to this gorgeous home to find ants walking freely about all over the countertops, a freezer with a non-working ice maker, mattresses that needed updating/turning, and a dirty pool with iguana poop all around the outside and in the pool. As native floridians and yearly summer-in-key colony beach residents, we were not completely shocked by our "visitors," albeit unfortunate considering we were told the owner's husband had personally been there and it was clean and in perfect working order just days earlier. No, the shock and awe came from the very defensive, rude attitude of the owner when politely confronted with the issues, asking if there was anything that could be done. She was very unwilling to assist us and simply said "You'll just have to buy bag ice, and use the ant spray killer" Well, considering we came for fishing, diving, lobstering and generally for being on our boat all day with 4 adults and 4 kids, we were taken aback, but comforted by the fact we were told we would be reimbursed (which we weren't). In fact, my husband went to Home Depot and bought a new refrigerator and set it up outside so we would not torture the next guests with bait and fish aromas, due to the fact there is no bait freezer (which I actually am glad happened due the fact it is now my refreshment fridge/freezer in the lounge in my barn!). During our stay and upon departure we were very sure to follow procedure protocols to the tee (due to our already strained relationship, we had anticipated reciprocity). And just as we expected, we were told the "cleaning lady" showed up at her time (which was "exactly at 10, you must be out by 10, because she will be there"), and found the door wide open ( a lie), and that in the 5 minutes we had been gone, we had wasted a whole New York City's annual wattage use somehow, and we may not be getting back our deposit (which we finally did receive). Renter Beware!
Owner's Response: Most of our renters are wonderful people and treat our Key Colony Beach home like their own. It is especially nice to see renters return from time to time. Unfortunately, once in a great while we do end up with problem renters. These folks definitely were a problem, and their visit resulted in a fair amount of damage.
They complained that there were ants on the kitchen counter. When the home had been cleaned from the previous week’s renters, no ants were observed. I mentioned this to them and stated that in South Florida, despite routine preventative spraying, ants will take advantage if messy food is left out on the counters. Since there were no ants seen by the cleaning lady after their departure, it appears that this was the situation.
These renters also complained that the ice maker was not working. I stated that we had not been having problems and suggested re-seating the ice bin. I said I would reimburse them for ice during their stay if they continued to have a problem. After their departure, the ice bin was removed and re- seated and began working immediately. Apparently they had emptied the ice bin into their cooler and did not replace it properly. Since they caused the problem, I told them they would not be reimbursed.
The non-native iguanas, initially let loose as pets, have procreated and become a problem in various areas of S. Florida. The City of KCB has been addressing the issue. When I discussed the iguana problem with this renter last summer, I was told one had pooped on the deck, but none had done so in the pool (another exaggeration in their written comments). The pool man confirmed the situation and hosed off the debris. We have not had this problem since last summer.
Renters are directed to lock all windows and doors upon departure check-out. This group left the A/C on, the windows open and the door, not only unlocked, but standing open. Clearly their behavior was malicious as well as destructive, as we later found out when we discovered damages. When refunding their security deposit, I wrote them they were not welcome to return.
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Helpful votes: 4/5
marks the location of the property in Central Florida Keys
