2
No keys left for late checkin, rude reception
Rating Details:
I was somewhat dissatisfied with the condition of the vacation rental.
I was more than happy with the location.
The vacation rental was somewhat dirty.
The property manager was very unhelpful.
Overall, I do not recommend this vacation rental.
Reviewer Comments:
We had a late check-in, so picked up our packet from the outdoor lockbox around 12:30am. It contained good directions to the property and the garage code, dozens of ads, but no key. I wasn't immediately alarmed as I assumed the garage code would give us access to the keys inside. To my horror, as well as embarrassment (I booked this property for myself plus six other guests), we were able to get into the garage, but all the interior doors were locked and there was no key anywhere. After several calls and a voicemail left to the after-hours emergency number with no response, we were literally left with no place to stay at 1am.
By nearly 10am the next day I still hadn't received a call back, so I called again (I was in town for a wedding and had plans with the wedding party all morning). A bored-sounding Shirley answered, and when I explained the situation, she had no idea about it. Evidently she hadn’t listened to my voicemail from the middle of the night. I indicated that I’d be in later to get this straightened out. When I got to the office, they had refunded the night that we didn't stay in the property – I was pleased but not surprised, since we obviously shouldn’t be charged for a night we couldn’t even get inside the place. When I inquired what else they would do for the enormous inconvenience, Shirley turned away from us and called to her boss to come "deal with this" (seriously!), got on the phone, and proceeded to ignore us. I was shocked at the sheer rudeness with which we'd been treated, especially in person. Her boss, when pressed for some sort of compensation for their mistake, finally agreed to take off the cleaning fee of about $85.
When we finally got into the property itself, it was not clean. There were old grounds in the coffeemaker, used empty shampoo bottles in the shower, and the towels smelled mildewy. The property itself was very nice, it's a shame this management company is doing such a poor job for the owners.
Manager responded on 9/20/2012:
I was and am very embarrased and sorry for the lack of leaving you keys, as well as not responding to the after hours call. I could see your frustration and how tired you all were from a long travel and no s
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