3
Miscommunication/representation
The house is listed as having "everything you need", but on arrival you are told this is a "self-service house", you will need to provide garbage bags, laundry detergent, dishwasher detergent, toilet paper, coffee filters (most places give you at least enough for your stay or to get you started). There was no salad bowl (or mixing bowl, yet there was a mixer and pancake griddle) and no baking pan. Under the sink were about 10 used sponges, but no clean ones. The dryer is old and takes 2 hours to dry one load, which we did not discover until the morning we were leaving - luckily we started laundry early that day!
The rental agreement asks if you would like pool heat (which the owner recommends for Oct-April only - we were visiting in May so used the owner's advice and declined the POOL heat) for $25/night, but what is not communicated is that without pool heat your hot tub will also be cold. The owner did rectify this misunderstanding free of charge and we had a hot hot tub later that day (FYI - you will not get hot water unless you turn on the bubbles).
The house instructions state that the house is still considered "clean", even if there are dust bunnies. We found more than dust bunnies. Although the house states no pets, it appeared as if there were balls of dog hair around the floor. There was mold on one of the window sills and long black hairs in one of the bathtubs (none of our guests have black hair!). The blinds would fall off when you open or closed them, most of which were repaired with duct tape. The pool, and especially the hot tub, were dirty, we found old bandaids on the patio and the pool screen was ripped. We removed a pillowcase from one of the pillows and it was excessively stained with sweat - gross! There was a closet full of towels, yet the instruction booklet states you will be charged for "excessive towel usage" - so don't use too many! And don't use the placemats or cloth napkins, as those are only for display purposes.
The house did serve it's purpose and gave us a place to stay that was close to the parks (the location is great). The kids didn't care about the dirty pool. And being that the house was not our vacation destination, it was ok. But would l stay here again? No.
Owner's Response: Every Guest is given the chance to let the management company know of the condition of the house when they arrive and ask for them to clean the house if the floors are dirty or if they find dirty towels, dish or any thing that they will need, such as new sponge for dishes. The pool and spa are maintained by professional pool cleaners and it is cleaned periodically . It is stated in the agreement that the heating of the pool and spa; not hot tub, is an extra expense, since a gas heater has to be turned on. The use of the dryer is there for convenience and not to dry the guest entire laundry, but rather to dry occasional wet clothing or towels. In all we try to accommodate every guest with their requests. This one guest call us complaining that the spa water was not hot, but I reminded her that she did not order the spa to be heated. In any event, I asked the management company to turn it on free of charge. We truly keep up with the house and try very hard to listen to the request of every guest. In return they get a full house with less than a price of a hotel room.
JQ
Helpful votes: 3/3
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