Not good enough
After calling ahead we arrived to find the condo a mess and smelling to high heaven. They did relocate us to another one for the night but did not get the place habitable till after noon the next day.
No clean linens were available for the kids bed... they got sick, we all got sick and lost a day waiting to get into our reserved condo.
Not a pleasant experience
Owner's Response: "After calling ahead we arrived to find the condo a mess... They did relocate us to another one for the night but did not get the place habitable till after noon the next day."
Response: Guests arrived early. Of course, the condo was not prepped. Then, we found that our maid was not going to be able to clean the condo that day due to car trouble.
To solve the maid problem for the 1st night, we moved the guests to a much larger 3-bedroom condo with panoramic views of Lake Tahoe. They accepted the upgrade as compensation for the difficulty.
When the 1-bedroom condo was cleaned the next day, we called the guests to move back in. Yes, it was not ready until the afternoon. Meanwhile, they had use of the 3-bedroom condo.
"No clean linens were available for the kids bed... they got sick, we all got sick and lost a day waiting to get into our reserved condo."
Response: There were linens for the sofa-bed in the master bedroom closet with extra pillows, blankets, etc. If the guests didn't see all of that bedding in the closet, a phone call to us would have solved that problem immediately. If someone checks into a hotel and there are no linens on the bed, we would think the logical resonse would be to call the front desk, instead of suffering through the night. The guests had our 800 number, but they didn't call us until the next day.
We don't see the relationship between our 1-BR condo and everyone getting sick the day after their first night in it. From a phone discussion, the guests seemed to be describing that they had colds. It would be impossible to catch a cold in less than 2-3 days, since it takes at least that long for incubation. If they developed colds during their stay, they had to have been exposed before they arrived.
They "lost a day waiting...". This is exaggeration. They were put into a bigger, better condo for that day until the original rental was fully prepped. Nothing prevented them from doing whatever they wanted to do at Tahoe. They had our assurance that the originally rented 1-bedroom condo would be ready in the afternoon and we would call them.
"Not a pleasant experience"
Response: When people get sick, they usually don't have a pleasant experience. When people don't feel good, it can color their perceptions of what took place. To blame it all on us after the fact is unfair. We went out of our way to provide accommodations better than they had paid for and we got the original rental ready the next day.
Helpful votes: 8/9
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