Property was decent, the customer service was poor
The property itself was fairly clean, with the exception of towels in the dryer, and trash in the trashcans in the both the kitchen and downstairs. It was as if the last group who stayed there (info from a journal left for guests was in May sometime) were the last who actually cleaned the house. We had 8 adults and 2 children (6 and 11) stay at the house. The downstairs portion of the home, even though separate, provided relief since there was a 2nd bathroom there and was "away" from the activity upstairs in the main area. The beach was within walking distance, but there was an area to park your vehicle, which I recommend. Getting to the city center of Galveston is a 20 minute trip one way, so it is a bit far. Some may like it this way.
We booked this rental home from the agent manager, before our trip on March 31st. I expected a rental agreement or contact from her at least a week or two before our trip. I ended up contacting her a few days before our trip asking where and when we should "sign" a contract. Up to that point, I had nothing from her. She said she we could get one the day of our arrival and it was "no big deal". We finally reached the beach house the day of our arrival and ended up having her give us the code for the lock box on the house to get in. Still no contract was signed, even though she gave us access to the home. I had to travel, out of my way and during the vacation, to her business office to get a contract. She was not there, and was not responding to her co-workers phone call. I came back the next day and finally received a rental agreement contract, still no agent manager, the contract was left there for me to sign. I received my copy and I left to enjoy my vacation.
Later on during the vacation, when we decided to swim at the local residential pool, we were then told that we needed to purchases passes to swim. I had to call and text "good ol" agent manager who stated that she would "reimburse" us for at least half the cost for the passes for all of my family. Nowhere did it state anything about pool passes; and did you think I got a reimbursement from her to this day? No, not at all.
Needless to say, I will NEVER deal with the agent manager again. I do not lay blame on the rental property agency she was with, but I do believe they need to watch out for her as an employee who has less than stellar customer service skills.
Owner's Response: Now Joe, not sure who you are mad at, but it shouldn't be me. I tried to accommodate your situation, and most of your complaints were issues you created yourself. The houses are cleaned and checked before and after each rental. You never called during your stay to report any problems with the house. If there were towels in the dryer, I apologize, but at least they were clean. The maid only has 3 hours between check out and check in to get the houses ready, and this time of year is, of course, very busy. There was no phone call from you a couple of days before your visit. You didn't call until you were already on the road...called to ask what the address was. When I asked about returning the signed lease, you said you never saw a lease and then texted me that your email had gotten corrupted, so that's why you didn't get it. Actually, you have to accept the lease before the website will allow you to pay. I texted you specific instructions and directions to my office, and you drove straight to the property. At which time you asked if you could go ahead and unload your car, because you had to go back up to Houston. Once you said that, I figured you had gone to the house first on purpose. Check in is between 3-5:00. Our office closes at 5:00. I received calls and texts starting at 4:55 p.m. saying that the lease had not printed. Unfortunately, I had just walked into a meeting and silenced my phone. When I got out at 7:00 p.m., I texted you that I would contact you in the morning. If you had not changed the arrangements we had made, there would have been enough time to take care of it. Come to find out, the printer had run out of paper, but the agent on floor did not push "ok" to finish printing, and I do apologize for the the inconvenience. However, I waited in the office all the next morning to hear back from you so I could bring it to you, but no response until 1:15, after I had left for another appointment. You apologized and said that you were again heading up to Houston and you would come by in the afternoon, which you did. In order to get the $10 back for the pool pass, first of all, you have to tell me you bought one, and second, you have to leave the pass so the next guests can use it. They are only good for a week. You never mentioned it again until your "review". On the up side, I'm assuming you liked the property, because most of your complaints were toward me personally.
Helpful votes: 1/3
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