Submitted: August 4, 2011
Stayed: July 2011
This home is in a beautiful city and has potential to be beautiful as well. Our family rented this home for a week while we were in town for our son's wedding. It was a big disappointment! Not well-maintained. Pocket door in the master bathroom was broken. No privacy. It was so dirty that we called to have someone come and clean it. Dirty in all the drawers of the kitchen and bathrooms, hair in the shower drain, old food in the oven. Awful!! The housekeeper, who seemed very sweet, couldn't even understand as I explained to her to clean all of it. It didn't happen. The queen beds in both bedrooms were horrible. The box springs our loud just sitting on the beds. There weren't enough lounge chairs around the pool for the number of people who stay. It's obvious that the owners do not put back into this home and do the bare minimum. We travel quite often and have never experienced anything like it. This home is awful! A lot of money for the lack of quality. We wouldn't return and wouldn't recommend it.
Owner's Response: One of the great joys of being a vacation home owner is that you meet warm and lovely people and can share in providing a wonderful vacation for their family! One of the challenges is that from time to time you have to deal with unreasonable and very difficult people. Unfortunately these guests were those type of people. Our Villa comes with a manager who is on call 24 hours. Our manager, Erin, was called two days after the guests arrival. These guests complained that, a doorknob was loose, and the outdoor furniture was "bent", the house needed additional cleaning, and the pocket door in the master bedroom didn't work. Our handyman arrived within hours of the call and tightened the doorknob with perma-screw and tightened screws on the outdoor furniture. We were not aware that there was a pocket door in the master bath....we've owned the Villa for five years! The door could not be fixed without significant construction to the home. Because the master bedroom is very spacious with a large walk in closet and double sinks outside of the separate shower, garden jet tub, bidet, and toilet area....and does have a separate door for plenty of privacy (in addition to the pocket door)....he suggested we just seal the pocket door. Also within an hour our housekeeper arrived...she speaks perfect English and has worked for us for over 10 years. The guest showed Susie, one grain of rice in a kitchen drawer and demanded the entire home be re-cleaned. We re-cleaned the entire home and asked the guest if it met her expectations....she said yes it was fine. The guests stayed for an additional eight days with no complaints. We did everything possible to make this very disagreeable guest happy. We take great pride in our Villa and it's upkeep and cleanliness. The carpets had been cleaned just prior to the guests arrival and are cleaned monthly, our pool man comes once per week as does the gardener, the home and outdoor areas had just been power-washed. We have six pool chairs, two large loungers and two beach loungers with a matching umbrella that can be used at the Villa or taken to the beach, we have Serta mattresses that are two years new. In addition we have a check out letter for guests asking if the Villa provided everything they needed or if there are any repairs that need to done. We follow up on those requests immediately. Homeaway is a terrific resource....I only wish they had a list for "Homeowners" to post listings of difficult and disagreable guests!
Helpful votes: 4/5
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