Submitted: September 20, 2010
Stayed: July 2010
A simple refund of the cleaning fee would have been acceptable to both rental families, however the owner refused to do anything other than apologize for the inconvenience.
Here's a copy of one of the emails I sent to the owner regarding our experience:
We chose to stay at your property because of the historical neighborhood it is in and because it seemed to be a nicely maintained house as well as because we felt we'd have more room than in a hotel and a better opportunity for our two families to spend quality time together. We compromised by not having a pool or Internet as it was more important to just be together. For the most part, the house was perfect. It came equipped with all the necessary amenities and was nicely decorated and very spacious. The kids enjoyed the separate guest house to hang out in. The few things we encountered with the door handle and window shade were minor problems that we had to deal with. However, cleanliness is extremely important to our families and roaches are extremely undesirable and created a huge damper on our vacation.
On the very first night we encountered a very large cockroach in the pantry. We then discovered cockroach droppings in the pantry, kitchen drawers, and hallway linen closet, which forced us to have to deal with rearranging the food we had already placed in the pantry, having to wash dishes more frequently and to figure out creative ways to store them so that they were not recontaminated by putting back into the same cupboards/drawers (we put them in plastic storage containers, empty coolers, in the dishwasher and on top of the stove). I also had a personal encounter on day 3 with a cockroach in the living room as it ran across my leg while I was sitting on the couch. This problem was very inconvenient for all of us and made our San Antonio vacation much less than desirable.
Considering the rental fees we paid (as well as additional cleaning fee), we feel this was something that should never have been an issue. Apparently, this is a problem that you've had to address before. The roaches were large and very healthy looking and there was enough evidence of droppings to indicate this was certainly not something that sprang up overnight.
...hotels typically comp your 1st night stay and either correct the problem or offer you another room.
I sincerely hope that you will take all this into consideration when deciding how to compensate us for this unpleasant experience.
Owner's Response: Providing a clean and comfortable place for my guests is very important to me. I was aware of the roach problem about a month before these guests arrived, and my property manager treated the house using a chemical that we had used successfully before. Therefore, I assumed the issue was solved. When they informed me that there were roaches in the house, I immediately called a professional exterminator and had the house treated while they were out.
The issue with these guests appeared to be that they wanted at least one night's refund reguardless of the problem. Given that I had acted in good faith originally and responded as quickly as possible, I do not feel that they were entitled to a refund for a night's stay. A good compromise would have been some portion of their cleaning fee, but that is not what they asked for at the time and, unfortunately, I didn't think of it .
Helpful votes: 5/5
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