Facililty Uninhabitable and Customer Service Unimaginably poor
Called owner to advise that heat was not working within two hours of arrival. Overnight temperature in low 50s and as low as freezing during our scheduled stay. All three heat pumps in La Palmeria were not working and at least the one in the garden suite needed to be replaced. Replacement not done, which we expected to be a problem because it was the holiday but the owner refused to release us from contract. The owner had two space heaters left unopened on our stoop. When we plugged them in per manufacturers instructions, the circuits blew leaving us in the dark, Again she did not answer my first call so we went to hotel. Upon learning we had gone to hotel she ordered the unit cleaned and said she would refund us if she found another tennant for the unheated unit. W were not surprised that she wasn't able to do that. In addition, I'd had to clean the refrigerator upon arrival and we found the space and furnishings very uncomfortable. We have filed complaint with BBB and will seek other recourse
Owner's Response: The first cold snap of the year came on Christmas Eve and of course that’s when we found out the Garden Suite system needed to be fully replaced. The contractor inspected it immediately and the system was replaced as soon as the holiday schedule allowed. We agreed to give the guests a credit for the inconvenience on their first night and we provided alternative heating, which the guests deemed acceptable. However, they insisted they needed both space heaters in the same room and called us as soon as the breaker tripped to say they were leaving. We offered to reset the breaker and advised that they use one heater per room, but they insisted on leaving.
As a landlord of a vacation rental business of 8-years, we know that sometimes there are some maintenance issues that we can’t control, but we always stay in communication, make every effort to resolve the situation quickly and try to make our guests as comfortable as possible by offering alternative solutions. We did all of the above when the heater failed recently and I can reassure our potential guests that we try extremely hard to provide an enjoyable vacation rental experience for every one of our guests.
Helpful votes: 4/7
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