VERY CONCERNED FAMILY
Submitted: January 24, 2013
Stayed: December 2012
We arrived very late and the smell in the unit was overwhelming. It was hard to breath, my 8 year old cried herself to sleep, my husbands throat hurt the next morning, and there was no way to remain in the unit. We had to open both outside doors all night to let fresh air inside and it was very cold. The next morning we called Donna about the situation. Donna had the cleaning folks come to verify the smell/odor and agreed to refund our money with the exception of 1 nights stay - however she kept our damage deposit and added on additional fees that were not in the contract. We were in the unit less than 10 hours and left the unit in great condition. We have not way of getting that money back as we paid with a check - DO NOT PAY YOUR DEPOSIT OR YOUR RENTAL WITH A CHECK. While she was very polite, she kept money that she should not have kept and we were very inconvenienced by having to deal with the odor, the conflict, loosing a day of our vacation in transit and a day on the slopes. I have never posted a negative review but we were so disappointed in the way things were presented and handled.
Owner's Response: I regret to say that every effort was made to accommodate this guest and all was refused.
My condo has a real wood burning fireplace. The damper was found to be partially open by the Maintenance Supervisor and Housekeeping did note a smoke smell that could be addressed with closing damper and the re-cleaning of the unit. The odors were NOT helped by leaving all outside doors open for more than 8 hours.
She refused all treatments/remedies to my condo and was then offered a comparable condo down the hall after her inspection and approval. She refused and stated that they had already made arrangements elsewhere prior to notifying me.
Please note that these guest spent 10 hours before notifying me, not the front desk nor housekeeping. I provide my personal cell phone to all my guest so I may provide the best service.
Please note that there is a signed contract and a security deposit (that may include damages and the cancellation policy). I made every effort to accommodate the numerous complaints from my condo to the late/delayed arrival, crying children, sore throats and how cold it was with all the doors open. WOW
I politely agreed to refund money for unused nights less 1 night stayed. housekeeping and the security deposit as she agreed per our phone conversation. I promptly sent an email confirming in writing to her the exact amount of the refund. I apologized profusely and stated that it was OK to use the rental discounts for the remainder of the families stay but please return MY parking pass. (Discount used and no return of parking pass)
Yes, I was polite and I was at loss for every remedy that I offered was refused. Please note that my condo does have a real wood burning fireplace. There may be down drafts, ash/wood smell and the storage of firewood in the unit for future use. I have discussed with the property manager, maintenance and our housekeeping dept to make a note of smell/odor this may create and address it for all future guest.
Yes, I do require a call/email immediately upon arrival if the condition of my condo is not to your satisfaction. Please note that spending the night and calling me a few minutes before noon is hard to understand. Why would anyone desire to stay for such a long time?
To all my future guest that are reading this negative review, please place in proportion the positives that I have received also. I hope this negative review does not over shadow all the positives. Thanks for considering my condo.
Helpful votes: 2/2
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