We have stayed in Windsor Hills twice now. The first time was booked through a different company and we had no problems and loved our stay. It wasn't available this trip so we chose this one. This particular condo was clean but not care for as well and not managed well. We had a note on some broken blinds upon arrival in the Queen bedroom which one of our children was sleeping. The note said they would be by to fix them on Sun or Mon (we checked in on Sat) and not to touch them. We had to put pillows in the window to provide privacy. The blinds were not fixed by the following Sat when we checked out. BUT, the bigger problem was the AC. We noticed the condo was a little stuffy when we checked in but adjusted the air and got settled in. The next day it still wasn't better so we called the management company and we were told that the AC units are programmed not to go below 75. My husband explained to the lady that it just feels stuffy and we don't think it is working properly. She said she would send someone out so he reminded her of the blinds too. No one ever came that day to take care of either problem. I called the after hours line that night and had to leave a message both about the AC and the blinds. At this point it is 77 in the condo without working AC; at least there were ceiling fans, but I do not like to sleep in a hot house. The next day we don't hear from anyone so we called again late morning. They said they would put in a work order. My question is....why wasn't that already done? Again we reminded them of the blinds and they said someone would be by on Wed to fix them. When we came back from the parks that afternoon the AC was working and continued to work well the rest of our stay. We kept it between 73- 74 and it ran fine so the bit about them being programmed not to go below 75 wasn't correct.
The mattresses aren't comfortable. All of the bedrooms have a cheaper mattress. The appliances were fine. We cooked 3 of our 7 nights there and had everything we needed. Shower heads could be upgraded. Very old heads that don't allow a lot of water pressure. Washer and dryer in unit were great. Plenty of towels for our family of 5. Plenty of closet and drawer space.
Our overall experience was not awful but we would not choose this unit again. The owner was very helpful in the booking process but poor management is this units downfall.
Owner's Response: Sorry to hear that your stay at our condo did not meet your expectations. We want all our guests to have a wonderful time at our vacation home and enjoy it as much as we do. We tried to address all the issues you raised.
Blinds - the track on the middle of one of the 2 sets of blinds in the queen room was broken off (where the blinds go up and down). Our maintenance guy noted this but did not have the spare part to fix it immediately. He had closed the blind and left a note requesting they be kept closed (not sure about the privacy issue as the blind should have remained closed). There was a delay in the arrival of the spare part, we are really sorry about that and apologize the blinds weren't able to be fixed during your stay. They have now been repaired.
Air conditioning - we have 2 reports from the air-conditioning engineer. He visited our condo at 6.51pm on the first day you called, reset the unit to 72 degrees and believed it to be working well. Your call the next day was received at 12.43pm, the engineer went back to our condo just over 1 hour later at 1.59pm. He cleaned out the condensation line, set the temperature again to 72 degrees and reported it working. We apologize that the air conditioning was not functioning properly at the beginning of your stay but we did respond quickly to try and resolve the issue.
Mattresses - thank you for the feedback about the mattresses. We have had discussions with some other recent guests to get their views. We have decided to order new pillow top mattresses immediately and these will be installed as soon as possible. We want everyone to get a great nights' sleep!
Shower heads - our condo was built 7 years ago, these are the original shower heads. We sought feedback from other recent guests - none of them said they had any issues with the shower heads or water pressure. We have also checked with some other owners we know in the resort, all of them too have the original shower heads in their condos. We have though instructed our maintenance guy to double check these.
We use a well-established property manager with a very good reputation built up over a number of years. They only manage prestige properties on the best developments and have a strong track record of providing good service. We are also available at any time to assist guests and resolve any issues.
We are grateful for your feedback and thank you for taking time out to do this.
Helpful votes: 2/3
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