Sorry to say...
Submitted: January 28, 2013
Stayed: December 2012
Our family booked over New Years for four nights. When we arrived the alarm on the house had been set and we didn't have the code nor were we told that the place would be alarmed. Not a very calm and relaxing way to settle our family into the vacation. After about half an hour of loud ringing and several phone calls the alarm was shut off.
Overall the place was clean and unique architecturally. We were surprised to see so many personal items of the owner (i.e., jackets, food) left in the home. We were only advised that these belongings were there and to be left alone a day or so before arriving. This made it kind of feel like we were in someone elses house and a bit uncomfortable. Some things were in disrepair (cabinets falling off hinges and the lower fireplace did not work). We asked about firewood and were told to buy our own for the upstairs fireplace. Not a huge issue but it would have been more welcoming to have a log or two available to guests.
Most unsettling was the poor management that resulted in a disturbing voicemail sent to us on New Years eve. After a day on Mt Washington the owner had keft us a voicemail saying that the housekeeper had entered the home to clean it and were supposed to have checked out by 11am that morning. She then that the she and her husband were on their way over to stay at the property for New Years. We had booked until Jan 2. After messages sent to the owner (text and VM) and submission of previous email correspondence to prove we booked until Jan 2 she finally indicated she was wrong. This was not relaxing and really stressfull.
After checking out we were then called to send proof of payment showing how many days we had paid for. Unfortunately another example of the owners poor accounting. During this phone call she also accused us of creating a 3 foot stain on the master bed. This was very insulting.
I don't recommend this place unless the management changes.
Owner's Response: We take our business seriously, had numerous compliments on the guest book on the property, and we regard this as a most unfortunate case.
The comments are unjustified and unfair to any business owner in the same circumstances. Firstly, the guest did NOT pay in full for the booking after changing and extending dates .... which we later have to deduct from damage deposit, as guest unable to provide proof of payment for extension.
Our property is extremely clean and well apointed, very unique in architecture design with break-taking views. We use the property a lot ourselves, has a housekeeping lady close-by. The guest asked for FREE firewoods, which were provided, but the guest asked further for an axe, which was not available, Guest not happy, it's difficult to please.
It was a confusion that guests stayed for more time, while not paid. Nevertheless, we did not disturb guests. On day of departure, our housekeeping lady reported our queen mattress were wet with stain, and suspected that it might be caused by their baby ..... which was denied. We decided to give the benefit of doubt and not a penny was charged for the damage, and move on.
Certainly an interesting learning experience......
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