Not A pleasant experience....
Upon arrival, we had a broken door, no Wi-Fi, light bulbs burnt out, washer with dirty towels, dryer had towels in it (with lint basket full), dirty towels on back of doors, broken theshold to master bedroom, and even the stovetop was dirty. Called management company...was very UNwilling to help us. The next morning in the screen sunroom we discovered that the sprinkler system had soaked the whole room i
including our fishing gear and attire. Just beware when dealing through a management company . The Benders Stayed Jan. 01-28 2012
Owner's Response: When the guest called us on Saturday, December 31, our company’s owner actually answered their call as it was New Year’s Eve. The guest never mentioned any problems with the cleanliness of the unit. Greatoceancondos has a “100% Clean Guarantee” which means if a guest is ever unsatisfied with the cleanliness of a unit, we will send out a cleaner immediately to address any concerns. The cleaners personal cell phone # is provided so guests can call them directly to return to the unit to address any concerns. The cleaner was never contacted by this guest.
The lawn sprinkler system was the cause of wet items on the screened in porch. We notified the complex management immediately to request that the sprinkler heads need to be adjusted. It was attended to on the next business day which was Monday, January 2. The closer on the back porch screen door was also promptly repaired during their stay.
In this particular situation, there was a misunderstanding in communication where the guest was calling us about issues that should have gone through the complex’s management office and instances of the guest calling the complex management office with issues that should of gone through us. Neither of these situations yielded the best possible results. Once we were contacted with problems, we had someone sent out there immediately to resolve them, unfortunately, we have no control of the complex management office.
Customer service is our #1 priority. We work hard to keep our guests happy during every part of their stay with us. From having someone available 24/7 to answer the phone or emails to having local cleaners and maintenance men on call ready to respond at any moment something should come up.
Helpful votes: 4/5
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