nice rental, great location; but disappointing experience
Submitted: April 26, 2012
Stayed: April 2012
This was my family's 8th rental on VRBO. This rental would rank 7th out of the 8.
The GOOD: great location, nice neighborhood, super-clean, and great amenities in complex and nearby. Overall the description is accurate.
The BAD: the property manager was not helpful and in dealing with us. Firstly, in making the booking she was delayed in all communications. When we arrived at the rental, there was no welcome book / home instructions provided - nothing to describe where the pool complex was, when to put out the garbage, which keys were for what, how to leave the rental on our departuere ... essentially all the details provided by all other rentals.
Secondly, one of the 2 toilets was broken - when I told the manager about it, we had to wait a day for to get around to fixing it.
Thirdly, the internet was completely non-functional when we arrived - no land-line or wireless. When we asked the manager about this issue, her instructions were to us were useless and not-helpful. Ultimately, she told us that we (the rentors) would need to contact the cable co. to deal with it! We really needed internet access, hence, we called the cable co. and arranged the appt. to have them come and fix it. So we wasted a morning of our vacation because we, the vacation-rentors, had to arrange and wait for the cable-guy to come and fix something that should have been working before we arrived. Clearly, this is something that should have been handled by the manager.
Never once during our stay that was clearly plagued with some issues did check in (not on arrival or departure) to see if everything was okay.
In summary, I'd rent this house again but only if the property manager is different.
Families with Teenagers,
Families with Young Children,
Owner's Response: We received a text message late Friday evening that the toilet was broken. When we arrived Saturday morning to repair it (it was repaired, just a flapper gone bad) we were told the internet was not working either. There were 2 laptop computers sitting on the desk so I asked to have one turned on. The response was "I don't know the passwords to those computers". I said we needed a computer to troubleshoot the connection. He said he "was going to bed" everyone else was out visiting Thomas the Train. I received a second call late Sunday evening (over 24 hours later, so I assumed they got it working) that they still did not have internet connection. I asked if they had any firewalls as that is sometimes the problem, I tried resetting the modem to no avail, I then offered the number to Cox Communications as someone needed to be present with a working computer for them to trouble shoot. His reply was "I'll take a pass on that" I text the actual renter with the number to Cox so apparently he made the call. These particular guests left the house messy. Probably one of the worst out of at least 80 guests we have had. I have reason to believe they also had more occupants than disclosed. Open food left on shelves of fridge, overflowing trash containers (on trash day-they managed to get one container out to the curb) with diapers and feminine items, blood stains and bandaid on a brand new expensive comforter that they used for the extra kids to sleep on the floor in master closet. Extremely filthy floors, banana stickers on the cabinets, food on the wall behind garbage can. Need I say more. I will be soliciting the 30 plus guests who have stayed in this home to prove this is not an accurate depiction of how we handle things. The information page was apparently thrown out when the last guest left, however they were emailed information on the home prior to arrival. Pool is on the same street by entrance to community, not too hard to find. A/C unit standard, not complicated to operate. Typical washer & dryer. We are sorry this guest had to leave such a nasty depiction of this lovely, formerly extremely clean home. We are in the process of making it perfect again for our next grateful guest...and yes we have pleney of them. Would not rent to again.
Helpful votes: 3/5
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