Reviewer from Salt Lake City
Submitted: July 10, 2012
Stayed: June 2012
One of the previous reviewers got it exactly right: this is a beautiful large property and home. The owner is a nice guy who tried to be helpful whenever we had a problem. BUT, some of the same issues the other reviewer had after their stay many months before had not been resolved. We had problems with the freezer quitting, the air conditioning not working for a couple of days, an air hockey table that never did work--the owner finally said he needed to get a new one, but I'm guessing that's the standard reply. We had no dish soap, dishtowels, or cloths upon arrival, few hangers in the closets. He addressed these issues. Although the blurb does say there is a sport court and even shows pictures of it that we should have paid closer attention to, it is elsewhere advertised as a tennis court, which it isn't because it is not enclosed. Several of the theater seats were broken. There were problems throughout. But the biggest problem, as the previous reviewer, who was kind enough to still give the property 4 stars, was cleanliness, or the lack of it. The pantry was full of items that need to be cleaned or thrown-out (a sugar bowl without a lid, sticky salt and pepper shakers, dirty appliances). Drawers, cabinets, and dishes in the kitchen need a thorough cleaning. The exercise room had dirty tissues and sticky equipment. Not only that, no matter what drawer you open in the house, it has the owner's personal items in it, and you never know what you'll find: the owner's Christmas decorations, tools, you name it. It was just uncomfortable being in a place that wasn't clean. The closet drawers were gritty, the outdoor grill was not clean, particularly the area around it which was crawling with spiders, cobwebs, and other debris. I think the owner is in over his head and needs to have someone go in and remove everything that belongs to his family. Between every guest, all cabinets, pantry and drawers, etc., need to be cleaned, the appliances wiped off, etc.. Guests should walk into an immaculate home esp. at the prices charged. We were uncomfortable spending a week with an accumulation of other peoples' dirt. And the pool looked murky and turned swimming suits yellow, a problem he couldn't remedy. Our family can only give this property 2 stars.
Owner's Response: Well, its unfortunate when people are impossible to work with or make happy. Its even more frustrating when they exagerate, and lie. I am going to respond to some of these complaints to give you an idea of what these guests were like. 1st . The home has 5 air conditioning units and one did fail during the guests stay. They reported it to me at 8:30pm on a Friday night. The service company arrived at 11am on Saturday, I met him, there and had the compressor replaced by 4:30pm. The home has 5 air conditioning units and the affected area never went above 79 degrees. The guests set all the AC units at 68 ,unreasonable. The GE appliance serviceman reported that the freezer shelves were rearranged and that the door would not seal properly. He had to deice around the door and I paid the service call and asked the guests not to rearrange the shelves. They never mentioned anything regarding cleanliness or I would have sent the professional cleaners back to the home to take care of any issues. The Christmas decorations that are in the living room cabinets are set up during the holidays, there is no need for guests to use these cabinets. We also provide access to a few tools, batteries and other miscellaneous items in a couple of drawers. We have NO personal items in the drawers or that are accessible to any guests. The loft does have a childrens toy kitchen, books and games that are intended for guests to use. They are not our personal items but are intended to add enjoyment for our guests. The guests ran out of items during the middle of there stay and not as they phrased, arrived with no dishsoap, towels or hangers. They did not think 5 dish towels were enough and requested that I bring them 6 more. I did bring them additional dish soap, dishtowels and 60 new hangers. These guests were an owners absolute nightmare. I made 9 trips to the home in 7 days. I have been in the vacation rental business for many years and have only once experienced anything like this group. The pool was always clean. When you have 30 guests swim all day with suntan oil and lotion on it will affect how clear the water looks. Spiders, cobwebs and debris around the grill is an OUTRIGHT LIE. Homeaway and VRBO need to change their policey to protect owners from guests who leverage reviews for refunds and discounts. I apologise for this rant. Please read all the reviews thoroughly and base your opinion on the majority and not this impossible guest
Helpful votes: 6/7
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