HUGE disappointment -- Poor management ruins an otherwise great property
Submitted: November 10, 2011
Stayed: August 2011
We were extremely disappointed by the low quality of service and the poor condition of many of the house features. It felt as though the proper time and care was not spent in a true effort to make guests happy staying at the house. Also, communication leading up to the rental was very poor (multiple emails asking for confirmation and information).
Summary of main issues:
* Extremely poor communication. Stressful to not hear a peep from the owner after forking over entire rental fee up front.
* Property information sheet (such as how to get in) not delivered a few days in advance as promised. Had to inquire over email and received late the evening prior to start of rental period.
* There were not enough bath towels available for the party. Each room had two towels, for a total of 8 towels; however, as stated in our contract, we had 12 people staying at the house.
* There were no hand towels in the kitchen.
* There were no hand towels in the majority of the bathrooms.
* The garbage compactor was broken when we arrived.
* Wi-fi did not work. We searched for the router and reset it; fixed wi-fi for three days then it broke again.
* The hot tub was very dirty and smelly. The contract stated that the hot tub was"cleaned and serviced for your arrival". When we complained, the property landscaper showed up to change the spa but had no idea what he was doing. The next day, a property manager instructed us over the phone to go ahead and use the hot tub without chemicals.
* Freezer and ice maker broken.
* BBQ grill and coffee maker were filthy.
* Deposit not returned within 30 days as promised in the contract; returned after I asked over email after the 30 days had passed.
Owner's Response: We take great pride in our home and have always made sure that our guests are very happy. Therefore, it is very disappointing to read something like this. This person spent three days at our home last August, waited over two months, then sent an email demanding that we reimburse his rental fees. When I first received his email yesterday asking for money, I both emailed him and left a message on his cell phone to please call me so that we could discuss the matter person to person. Instead of calling, he posted this negative review. We welcome anyone who is considering our home to please feel free to contact us. Most of our guests now are returning clients who simply love the home. We have never had any complaint about our management of the home. We give each guest a direct phone number for any questions or any problems that may arise. We send an information sheet to each guest one day prior to their arrival date. This is done to ensure the privacy and security for the current guest as the information sheet has the address and phone number of the house. Local repair, maintenance and cleaning crews are available to provide immediate service as needed. The kitchen is equipped with all new top-of-the-line appliances. The freezer and trash compactor are in perfect working order. We have an entire hall closet dedicated to just linens and towels. If a guest ever needs more towels, we simply give them access to the linen closet. If a guest requires anything cleaned or repaired, we send someone that same day. Daily maid service is available for an additional fee.
Helpful votes: 6/8
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