Great house and location – unpleasant checkout
We booked the Sandcastle at the last minute. The house had easy access to the beach, a pool, an outdoor entertainment area, and an elevator. By in large the house was well stocked and prepared. There were a few minor inconveniences like no bottle opener, no broiler pan bottom, the ice-maker was frozen solid, and there were mouse droppings on the shelves and grill in the cabana.
On the morning of our checkout, one of the cleaners arrived early and asked if they could start cleaning. We said no problem. We began to regret letting the cleaner in early when we found her in our bedroom putting our clothes in our suitcases- this was occurring a couple of hours before our official check out time. We checked out on time and relocated to a local hotel for the remainder of our stay. Later, I received a call from the house manager stating that they had discovered scratches on one of the half- wall thick- glass partitions in the upper bedroom and that they didn’t know how much it might cost to repair. This was a big concern for us since these glass partitions could cost thousands to repair. We rushed back to the house to examine the issue before the new renters came in. In examining the panel in question, we did see light scratches but in examining at the other panels we noticed that they were all scratched-some significantly. When we asked why they thought we had scratched the panel and told them that no children or luggage had come through that area and that that passageway was almost never used by us (we use the elevator instead), the manager conceded that we had not scratched the panel. We were also informed that the cabana Corian counter was stained but they were working to clean it. We returned to our hotel and anticipated receiving our security deposit back quickly.
We were informed by the house manager that the stain did not come out and that they would have to wait for the current renter to leave before they could work on it further. We were also told that two sheet sets were stained and would have to be replaced at our expense. Two and a half weeks later we did receive our security deposit back-less the cost of cleaning the counter stain, cost of two sheet sets, and time spent shopping for new sheets.
Although we had a wonderful stay, the struggles with check-out, cleaning, and return of our security deposit diminished our experience. We will not be renting from this owner/manager again.
Owner's Response: We work very hard to provide a pristine home for our tenants and upon check in do a thorough walk through. I also mention that our housekeeper will be arriving in the back yard at 9 am on the day of check out but will not start on the inside until 10 am.
Regarding the missing kitchen items -- they were there . . . I am not sure why they did not find them. But she is correct, the butler's kitchen ice maker was frozen, and I sent our housekeeper over to defrost it immediately.
Our housekeeper would never touch a tenants’ personal belongings let alone pack them. So this tenant’s description of packing is completely false.
The tenants specifically requested that I call them back to the property if I found anything out of order, which is what I did. While our other glass panels did have minor scratches, the panel in question did not—there were very deep and new scratches.
And last but not least, the tenants left food in the cabana kitchen which caused the beach mice to visit (a common occurrence if food is left out) and spilled cranberry juice which was not cleaned up and it stained the Corian counters. We tried many solutions to remove the stain (so we would not have to charge these guests for significant repairs to the counter top). The tenants son actually did some research and found a product that was very useful.
The bottom line is our goal if or our guests to have an absolutely wonderful time during their stay. We simply request that they treat our home with care and respect so it can be returned to us in the same pristine condition it was received. If an accident or damage happens, it needs to be repaired. We do our best to shop for the best prices, but vendors still need to be paid.
I believe this guest was simply unhappy that she was charged a few hundred dollars for the damages she was was responsible for and we deducted from her security deposit.
We want every tenant to be happy and make wonderful memories -- You will see how many great comments we have.
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