over stated on web site
will not accommodate more than nine adults. Sofa and rollaway mattresses are filthy. No one could sleep on them. Under sofa also filthy. Chairs in living room chairs need to go to the dump not be used in a penthouse condo, dining room chairs had seats loose. Only two of the four TV's work, remote for living room TV would not work. Wire coming out of living room outside wall not connected to anything. Small window in living room and window in laundy room need blinds. Dishwasher comes out of cabinet when top shelf is pulled out, trasher compactor does not work, microwave over stove rusting, other microwave very small. need more plates in kitchen, only service for twelve, how can they accommodat 14???, Need more pots and pans. Switch for track lighting in dining room would not work. sink in laundry room stopped up. hall bathroom tub needs safety bar!! Tub in master bathroom was half full of water upon our arrival (plumbing people nor other repair personnel never came to check out the problems we reported in our 4 day stay). Master bathroom showerdoor leaks, vanity cabinet door fell off when opened. all carperts dirty, need to be replaced. Blankets and spreads dirty. Need more blankets if renting in cold weather. All bedrooms need trash cans and clocks. Only one wall clock and it did not work. Could not find telephone nor telephone jack nor telephone directory. Smoke detector covers missing on some detectors, batteries missing, etc. Electrical outlet covers missing. Cleaning crew must check all cabinets, dressers, etc. for items left behnd. (we found empty beer bottles and suspicious cigarette butts in bedrooms) Light bulbs missing in numerous light fixtures and lamps. Many repair supplies laying around condo. Obviously no one had checked things out for use. This condo COULD be a lovely place with a little effort by the owners and the rental agency. It is a little out of the main stream but not bad travel time in off season, am sure traffice on RT 17 is bad in season. We enjoyed the nearby Le Belle Amie Vineyard and visiting closeby Calabash. Last note rental agent promised to contact me on the conplaints. Have not heard from them in three weeks. Many of these items certainly could be SAFETY issues. I was embarrased to have invited my friends to come spend time with me here at this penthouse to celebrate birthdays.l
Owner's Response: We are very sorry for this guests disatisfaction. They did make one call addressing a few minor concerns that we took care of immediately.... We would have taken care of any and all of their complaints but they did not report those items until check out.... when they checked out they brought a long list of items and wanted to know what we were going to do about it (presumably refund rents).... we told them had they simply made a phone call, we would have taken care of all any of the items on that list in a minimum amount of time... I am not sure why they state we did not contact them but we mailed after they checked a letter expressing our regret and offered a credit on a future stay Our job #one is customer service and it is our desire that all of our guests have a postive expereince.
After being presented with that list we addressed all the issues on that list including cleaning all upholstery,throwing away rollaway beds and addressing all of the minor maintenance issues... some of the complaints were about a can they found in a drawer, plastic on the lampshades, the shower door did not close tight, a small window in the living room had no shade.... a number of the complaints could have been quickly and easilty addressed 24/7 as we give each of our guests phone numbers for housekeepers, who will bring day or night blankets pillows or trash cans. We employ Jana-King, a leader in the field of departure cleaning and a national concern who for the most part recieve very good reviews in regard to cleaning. The Spring Cleaning had not been done, and has since been performed since this guest departed. We feel the unit is fairly priced as well as fairly represented on vrbo.
We very much regret this disatisfaction.... the bedding was one king, one queen, one queen, one double and 2 twins.... they recieved confimation both at the time of booking and in written confirmation, so am uncertain as to how they feel it did not sleep 9 adults as each bedroom accomodates 2 adults(??) In looking at the description of the unit on vrbo we see nothing that is overstated, judge for yourselves as all photos are current except the one of the dining room table and chairs that was changed by the homeowner to the current table in January. The guest indeed had some legitimate complaints, all of which we have since addressed since their checkout.
Helpful votes: 12/12
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