accommodations were fine, owners misrepresented their expectations
We are a Louisville family that stayed at the Hepburn House while the floors of our home were refinished. The accommodations were fine, although we stayed during a cold snap with single-digit temps and the house was very cold and drafty. Thankfully, they provided us with lots of extra comforters for all of the beds. The kitchen was a little dumpy and not much fun to cook in-- the coffeemaker didn't work properly, and many of the utensils and wares were really old and needed replacing. We would have also like access to the WIFI. Our biggest issue (and the reason we are awarding one star) was with what happened AFTER our stay. The owner emailed me a week after we had left and stated that she found cat litter in the garbage and wondered if there was a cat in the apartment while we were there. I told her that, yes, we did bring one of our cats for three of the four nights we stayed due to the extreme cold outside. The contract that we signed simply stated "pets allowed" so I was not immediately sure why she was asking this. She then called me and said, "I don't allow pets. I used to, and when I did, I charged a $35 pet fee." When I told her that the contract we signed said that pets WERE allowed, did NOT indicate a pet deposit, and did NOT specify that we were to notify the owner that we were bringing a pet, she said "Well, we're not a real business, so it's not like a real contract that you signed. You bringing a cat was a conversation we needed to have." Again, I told her that the contract did not specify that we were to inform them that we were bringing a pet, nor did it say that there was a pet fee. I was completely appalled that she did not honor her own contract. She then told me, "well, everything in the apartment was fine, but I have a policy of honesty, and since I used to allow pets and charged $35, but don't allow pets now, I think fair is fair, and that's why I will be keeping $35 out of your damage deposit." I was absolutely floored by this response. I would assume that by listing your home for rental, a contract would be up-to-date and honored by both the owner and the renter. I was disappointed that their expectations were misrepresented on their contract, and for that, we were penalized for her mistake. I would not recommend renting this apartment for this reason. It is unprofessional to hold the renter to something that is not stated in the contract. We have also filed a complaint with VRBO.
Owner's Response: We strive to make every guest comfortable. Thank you for describing the accommodations favorably.
The Hepburn House is a more than 100 years old and in the record setting cold, despite our best efforts
can be chilly. As you noted we anticipated your need by supplying lots of extra comforters and blankets.
We live immediately above the rental space and always attempt to greet each guest personally. We
made multiple attempts to make this connection with your party. On several occasions it was apparent
that you were in but chose not to answer the door. We respect every guest’s right to privacy. If any
aspect of the apartment was not satisfactory we were not informed.
As far as the cat is concerned, the VRBO site that was used to book the rental clearly states that no
pets are allowed. If you have an older version of a deposit agreement then we do apologize for this
confusion. However you only signed and returned the signature page, not the detail. The cat’s presence
was only evident when the garbage bag (that we ask guests to remove) burst with the litter stuffed
Had you simply asked us about the Internet, coffee maker or even the cat we would have
Helpful votes: 5/5
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