We have rented vacation homes several times in the past based on reviews in VRBO and so our expectations of rental properties were quite high. Unfortunately, this home completely failed. On the surface the home has good bones. It's in a great location, the views are amazing. The layout it good. We arrived on Feb 22nd in the afternoon just as a woman was leaving. She didn't stop to greet us, but over her shoulder as she jumped in her car and she told us "everything is ready". It certainly was not. We found the kitchen sink half full with stagnant rotting waste and water. A note dated Feb 18th noted the dishwasher was broken and no one had fixed it in the intervening 4 days. The garburator had backed up into the sink and the smell was awful. The owner was not available (he was in the Philippines and the only way to contact him was via e-mail) and he had provided no local contact. In fact there were no instructions in the house around the rental and what to do in an emergency such as this. Only the handwritten note on scrap paper telling us the DW was broken and a post it admonishing us not to "bed hop" or we would be charged. What? We emailed Kevin who told us to call a plumber- Saturday afternoon - we didn't get call backs until the Monday. He had Patri call us on Sunday - who was surprised we hadn't had it fixed. Really? She arranged a local handyman who services the pool to come later that day. He cleared the drain, but could not get the dishwasher to work. Not surprising as he doesn't repair dishwashers. We were thankful to now have the stench from the rotting food waste and water gone from the kitchen. We had occasional use of one half of the Fischer Paykel DW but only if you reset the breaker and crossed your fingers a certain way. it was not satisfactory. The dishwasher was replaced on day 13 of our stay. There is a long list of faults with the property. The kitchen is poorly equipped. No spatula for flipping eggs! Burnt out lights on the lanai and in the pool, no towel racks in any bathrooms, old torn furniture covered with sheets. The pool and hot tub water levels were exceptionally low. We had to move a hose from the front and fill it ourselves. There was no pool skimmer. The house was superficially clean but had cobwebs ++, dirty baseboards, walls, and deck chairs needing new cushions. We had to buy toilet paper, garbage bags, laundry soap, paper towels. This house needs TLC.
Owner's Response: We thank you for your candid response. It is the first for us of any negative reply to this extraordinary home.
It is unfortunate when an appliance in a rental home goes out.
The concerns of this review have been duly noted and corrected.
With all rentals things go "missing" from one check out to another check in. Glassware broken, a spatula burnt and thrown away...
We try actively to check inventory and replace anything gone a miss between each rental.
To date we have addressed all concerns in this review.
New dishwasher installed, light bulbs replaced, new towel hooks installed, and new cleaning team hired.
It was an extreme situation for us to have a newly hired cleaner leave disposal blocked from previous renter putting pineapple skins in disposal. She had a check out that day at 11 am, check in at 3:00. Not the problem of the renter checking in but explains in part why they faced this dilemma. That's not usual for us, we usually have 24 hr. between check out and check in.
Another problem faced by these renters was the lack of time in response by our team of service agents. We have several professionals on call. None responded within the usual 12 hours.
Additionally, the owner was out of town on a rare vacation. If he were present, none of these issues would have gone unattended. The owner is a big island resident and easy to reach. Check previous reviews to verify this.
All bathrooms are supplied with toilet tissue, kitchen with paper towels and dish soap, and plastic trash bags. All other personal amenities, shampoo-shaving supplies, etc. Are at the discretion of renter.
We have added an information booklet advising distinct features of the home with local numbers for all concerns.
Its great to get feedback and get better.
Please see previous reviews to confirm this is an extraordinary rental.
Helpful votes: 2/3
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