Submitted: March 20, 2013
Stayed: January 2013
We intended on renting this property for a 3 mo. period. However, shortly after moving in we questioned the accuracy of the listing and the condition of the property. At the time that the listing was booked, late Oct ‘12, the listing clearly stated “patio stone/concrete”. In actuality there was no true patio, but instead a walk thru area from the kitchen to the garage. The “patio” was completely enclosed, including the ceiling.
Also back in October when we booked the property, the listing said “Convenient to the Airport but no airplane noise. Each morning beginning at 6am we could hear the roar of the airplanes as they were taking off.
After these issues were raised with the owners, we noticed that the current listing for this property does not include mention of any patio and “convenient to the airport but no airplane noise" has been removed from the property listing. When the owners were questioned as to whether the listing had been changed, we were told no two times.
The website photos present the property as bright & clean. However, once we opened the door, we immediately noticed a musty smell. We also noticed a few cracks in the kitchen wall, the worn and dirty upstairs carpet, and the bathroom ceiling vents that were coated with large amounts of dust! We also noticed that there were clusters of dirt and dead ants near the front windows. We were surprised to find a dead cockroach in the garage and a few days later one in the living room. We awoke one morning to find one in the downstairs bath. Owner’s comment was: “…that’s normal for San Antonio . . . “.
We notified owner of our intent to leave the property just 2 weeks after moving in.
We did file a complaint with Home Away Inc. citing the above; and, questioning the authenticity of the only review we found on line for the property. On Feb 19th, we received notice from Home Away that our complaint was being forwarded on to the owners for their consideration & response. We heard nothing further from the owners, but found it interesting to note that the very next day, Feb 20th, 16 positive reviews materialized on the property’s website???
In the past, we have had positive experiences with Home Away rentals. Unfortunately this San Antonio property was not one of them.
Owner's Response: We certainly regret that they did not find our property to meet their expectations. We disagree with many of their complaints as it is a very nice place to stay. We have had many satisfied guests at this property as it is very conveniently located to shopping, restaurants and local attractions.
It is a townhouse, as advertised, and thus does not have a yard or outdoor dining area but does have many amenities that vacationers enjoy while visiting San Antonio.
We helped these guests with issues such as how to operate the DVD player and the thermostat even making personal visits to ensure things were working properly. Never, to our face did they express complaints as they have in their review.
They even broke their 3 month rental agreement which we allowed them to do when they informed us of their desire to sit outside and BBQ. A desire that never been discussed with us prior to their arrival. This property just wasn't a good fir for these guests.
They did mention they found a dead roach. Which was actually what we call a water bug and it primarily lives outdoors. I explained to them that we have a mild climate and many insects survive the winter. We have periodic pest control treatments which explains why it was dead.
We sincerely strive to make our guests experiences comfortable, enjoyable and pleasant. And have had many satisfied guests as evidenced by the many favorable reviews.
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