Not Even Close to being Luxury! Stay Away!
Submitted: May 5, 2012
Stayed: April 2012
This house is in very poor condition! The carpet is very matted and stained. The bed linens were all stained. The pool is very small and was filthy! Upon arriving I found cigarette butts all over by the front door,food on the floor in the kitchen,cupboards were greasy to the touch,there wer dead bugs all over and the pool was so dirty I wouldn't even think about getting in it. I stayed about 30 minutes and decided to leave. We were so dissapointed with the house I called the property manager and he said it looked fine to him!
Owner's Response: We are very concerned about all our guests and their enjoyment of our home. We actively seek and take any feedback very seriously. Our guest arrived at about 6.30 pm and, shortly after, contacted our Property Manager with a list of Housekeeping issues. The tone and nature of the call prompted our Property Manager to visit our home 45 mins later to find the guests were not home.
I received a strongly worded email 5 hours later demanding a full refund.
I immediately offered to have the home re-cleaned and inspected. The guest was not willing to accept my offer and said he was not staying another minute. I organised an independent inspection for the next day and had photos taken of the points raised in the complaint.
Both the inspector and the photos show our home as I would have expected: clean, welcoming. In fact, the inspector said it was spotless. Our guest stated he had photos but could not download them until he was home. We are still awaiting the photos to support the claims. The guest says he will not provide the photos until after a full refund is paid.
Our home is furnished to a high specification and we, and our Property Management team invest time and effort to ensure it is well maintained. We have many repeat guests who, like me, would not recognise our home from the description provided by this guest. Not even being given a chance to have the complaint verified by our Property Manager was unhelpful in getting the housekeeping issues resolved.
We are obviously concerned not to have met a guest’s expectations and, for whatever reason and motive he had for wishing to cancel his vacation on arrival, the guest’s approach is presenting some challenges. Quotes from his emails may help you reach your own conclusions:-
Quote 1 If you are not going to refund me, I promise I am going to post reviews with pictures everywhere possible on line, I have a large IT department in my company and I will have them post this daily.
Quote 2 As I stated before, you don't have to refund me but I will make sure you pay the price in lost bookings! Core will also pay the price for not keeping up there responsibilities! I refuse to be ripped off and treated badly!
This is the first negative review posted on our home. The guest has also formally complained to the Better Business Bureau. Our Property Manager has the highest rating possible from this Bureau.
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Helpful votes: 3/3
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