Not What Was Promised
I have used HomeAway many times, and often I am happy with the results. I wish I could say that about this last experience. Here is a concise summary of what happened.
-The listing promised wine, chips, salsa, cookies and coffee upon arrival. No such things were actually provided.
-The house was not stocked with basic essentials: no hand soap, minimal toilet paper, no shower soap and no dishwasher soap. We had to call the owner for dishwashing soap.
-The beds were very uncomfortable and cheap. We slept poorly the entire stay! Big negative for us.
-The patio furniture was old and dirty and covered in bird poop. Not very inviting.
-The BBQ was filthy and needed an extensive cleaning before use. It had not been cleaned in many uses. Not to mention it also had bird poop on it.
-Although the house contained some basic cookware, the cookware was of poor quality and rusty.
-The Internet did not work the first night and required me to contact the owner. Although it was resolved the next day, it did require me to call the owner.
On the positive side, the house was close to the beach, and the hot tub was nice.
One thing that was not disclosed in the listing that should be clearly listed is the fact that the house (while detached from the owner's house) is located on the owner's property in which the owners reside. The Casita is separated by a 6 foot wooden fence bisecting the owners back yard, so there is a reduced sense of privacy when using the hot tub or patio. While this did not bother us, it may be an issue for some renters.
Owner's Response: I am shocked! Clearly these renters are disgruntled for reasons that are not disclosed in this review. First off, let me clarify some of these issues. I do provide cookies, coffee, chips and salsa FOR STAYS OF ONE WEEK or more, these guests were only here for 3 nights. This is clearly stated in my Homeaway listing. Also, I do not provide toiletries, also clearly stated both in my listing and on my rental agreement. I always provide one extra roll of toilet paper, in addition to what is on the roll when guests arrive. In this case, the downstairs bathroom had 2 full rolls and the upstairs bathroom had 1/2 of a roll and a full roll. I did not anticipate that this would be an issue, since there were only 2 people listed on the contract as guests, when in fact, there was a surprise birthday party at the house with at least 6 additional people at the house. This was not disclosed on the contract, which clearly states that "no parties are allowed". I apologize for the fact that there was no dishwasher detergent in the house, but was happy to give them mine, when they asked me. I have never had a complaint about the beds, they are definitely not "cheap". The patio furniture had just been cleaned before the guests arrived. I cannot control the birds in the yard and apologize that some of them evidently "pooped" on the furniture during the day. The barbecue is cleaned before every guest by my husband, unfortunately he was not home the day these guests arrived, and it did not get cleaned that day, but it had definitely been cleaned recently. I have always prided myself on the extremely well stocked kitchen, and am sorry that these guests did not feel the same way. Also, the cookware is far beyond "basic". As soon as I was notified of the problem with the internet, I took care of it. The hot tub had to be drained and refilled. It was clean when they arrived. Check out time is 11 a.m. I had to go to the front door and ask these guests when they were planning on leaving, since at 11 a.m. they were still packing their cars. They departed the house 30 minutes late. I had to let them know that I had to get in and clean, since I had new guests arriving on the same day at 3 p.m. The casita is no closer to my home than the neighbors on either side of my house. It is totally private and separate from my home and yard. This was probably an issue for these guests since they had a party which they had not discussed with me.
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