FILTHY - RENTER BEWARE
We had great plans for spending a long Easter weekend in the mountains with our family. The pictures and reviews were positive, so we were very excited about a relaxing few days. When we arrived, we couldn't get into the house because the owners sent the wrong keys. They rectified that within a couple of hours, but when we finally entered the home, we encountered filth. The kitchen had remnant dust all over from a recent paint job post-fire. There was an obvious layer of dirt and mold on the kitchen counters. When we went to put food in the fridge, there was caked on food and dirt. The downstairs bathrooms were also disgusting - urine on one toilet, hair and dirt on another, soap scum and dirt in both shower/tub stalls. I immediately went out and bought $30 worth of cleaning supplies and spent the next 3.5 hours cleaning. I cleaned out the fridge and despite scrubbing couldn't get off some caked-on food. I had to use scrubbing bubbles AND soft scrub to remove the dirt, soap scum, and mold from the bathrooms. When we told the owners, she blamed the fact that it's expensive to have good cleaners come. She asked us what compensation we wanted, and we said $200 (less than one night’s stay). She said she needed to “talk to someone about it.” When she called the next day, she said her accountant “wasn’t willing to upset his books” to give us the refund. She offered us a free night the night before we’re supposed to leave, which we told her was impossible with our schedules, or a free night during “our next stay” – as if we’d give them any more of our money after this experience. It’s a real shame, because the home is great for families and has beautiful views. But when you pay money to rent a home, you expect a level of cleanliness. It just wasn't there.
Owner's Response: We have rented our home for 20 years and never had any problems or complaints. Many of our renters come back summer after summer and think of our home as their "home away from home." Others come back for 2 weekends each year---spring and fall--and have done so for many years.
In January there was some smoke damage from our furnace---no fire. We had the entire interior of the house painted, new carpet installed, new blinds installed, new or cleaned draperies hung and all bedspreads cleaned. The house was professionally cleaned just prior to these renters' arrival. We have used the same housekeeper for a year and never had any complaints about her service.
The keys were sent in advance, but they had difficulty with them. I responded within 30 minutes of their sending an email about difficulty with the keys. In all fairness, the keys may not worked easily since they were new keys. They had gone out for lunch, but before they could return from having lunch, the house had been opened and other keys left for their use. I encouraged them to let me know immediately if they had any other problems.
I did not hear from them again, but they notified my mother much later the afternoon of their arrival that the house was not clean and they had spent 3 hours cleaning 2 bathrooms. They did not notify us that there were any problems upon arrival so that we could send the housekeeper back to re-clean if needed. Since no one else had been in the house between the housekeeper's visit and their arrival, it is difficult to understand how the house could have been in such poor condition. When asking for details of the problems once we were notified, we were told there was dust on the top of the refrigerator, dust on one knife on the dining room table which was set up with 8 place settings, a small spot in the freezer, and a drop of urine on a toilet seat. There was no mention of any of this other extensive list of complaints we are just now reading about in this review.
The families stayed for the entire length of their planned trip. On the day prior to departure, they demanded reimbursement of $200. Even at that time there was no mention of this extensive list of other complaints. It is unfortunate that we were not notified immediately of any problems so they could be corrected, if actually existing, and we could know the truth of this situation. It simply does not add up. One wonders--if we had provided $200 would this review have been posted?
Helpful votes: 4/5
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