Lovely but mis-represented
Submitted: January 12, 2013
Stayed: December 2012
While this home is lovely it was mis-represented on the original website I saw when I rented it for Christmas. It does have 7 bedrooms but only 5 &1/2 baths. We were told later the others were locked. The house was not as clean as it should have been. When we arrived we found a filty trash can full of dirt and water on the deck, rat poision packets in the cupboard, no pantry or place to put groceries, burnt out light bulbs, a dirty grill on the deck and a book lying open in front of the commode, just to mention a few.The site stated multiple 60" tvs, 2 game systems, WIFI, a hot tub, a picture of a fire pit, and indicated use of the amenities like the pool and tennis courts at Reynolds and the Ritz-Carlton. The reality was only 1 60" tv, No game system only a few games, No hot tub, No fit pit (the picture was from the Ritz-Carlton) and No use of any facilties at the Plantation or the Ritz.
We couldn't understand why some rooms were so cold and others hot. When my husband checked the heat and air-conditioning filters they were filty. One was so thick with dust we took a picture of it. We replaced the filters at no charge. We even had to take our trash to the dump. We called the property manager and the realtor shortly after our arrival. We were informed the owner would be notified. We never heard from any one again until the day we were leaving and spoke to the property manager.
We were never offered any reimbursement or even an apology. After the fact, the owner offered us 3 free nights at the house but why would we want to drive 10 hours to stay in a home we were upset about in the first place. So NO the listing description was not accurate, NO the property was not clean, NO the owner did not provide any customer service and I would not recommend this house to anyone. Our large family had a wonderful Christmas because we were together. The down-side was we spent alot of money on what should have been the ideal place to spend Christmas only to be misled by false information on the website.
Owner's Response: I think our record speaks loudly for how well our home is maintained. Everyone else who stays there loves it. This client attempted to extort us. They demanded a 50 percent refund or they would leave a bad review.
What bothers me the most is that I felt bad that they were disappointed and I offered them a free stay before they demanded a refund. I guess they confused kindness with weakness.
While I hate the fact we have our first bad review, I can sleep well knowing that everyone else who stays in our million dollar home is blown away with how well it is represented and kept up.
Helpful votes: 1/1
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