Submitted: June 16, 2012
Stayed: April 2012
We rented this house to join our kids on a trip to Disney and they graciously allowed our dog. But we were really disappointed. We paid extra for the pool to be heated, but it was freezing. We caught the pool man when he came and he pointed out that the pool was too low to heat. So we had to wait a day for it to fill back up. Then when we got in , it was so dirty the stuff was all stirred up! The management company did refund a day of heating. These things should be done before new clients arrive!
I also called the first evening about the internet, not being able to get on line. Whoever covered the phones that night was very rude and said I would have to wait until Monday because of the holiday and then basically hung up on me. I know it was a hoiiday week-end but duh...that's why we were there !! My husband and I retired from retail management and we understand working holidays but if you don't want to deal with calls, you shouldn't be in business!
There were lights out , no spare bulbs, the dishwasher was very old and sounded like it was about to break down. The pics look nice and we were in hopes of finding a place we could rent yearly for the winter..no way. My son and wife rented a house a few miles away for the same cost and it far surpassed this one! Plus the pool sparkled and had a hot tub!
Management made the remark when we called them about the pool that they didn't check properties between rentals...........I really think they should! Won't use this service again. The whole place seemed a bit tired. We are not the kind to grumble often but , we have rented houses before so we know what you usually get for the money.
Owner's Response: Thank you for the feedback. I remember the phonecall about both incidents and in regards to the pool we advised that it can take time to heat as there is in excess of 12000 gallons of water, we also advised that to ensure that the pool was warm upon your arrival that you should pay for an extra days heat prior to your arrival date to make sure the pool is warm however you declined and rejected this idea, we actually refunded you two days pool heat charge ($56.50). There is no reason why anyone couldn't log on to the free wi-fi as the log-on details are attached to the wireless router which was advised on the first phonecall you made to us and repeated on the third call regarding the same issue. The home has been upgraded in the last 18 months with ceramic tile flooring, new carpets in bedrooms and flat screen tvs, most management companies charge for wi-fi access however we do not. Refunds are not usually given for pool heat however we believe in excellent customer service and on this occasion we were happy to provide this. All homes are inspected by the management company before and after each guest leaves, we do this for several reason and to suggest that we do not is a little ridiculous. I think the other reviews of this property suggest that your comments are a little unfounded and without merit. Also we are confused as to why you sent an email on April 11th 2012 which states that you have enjoyed your stay and that you look forward to visiting again which we have kept on file
Helpful votes: 10/12
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