Not great customer service, but great home!
This house is fantastic for a group of people; the bedroom configurations and number of bathrooms is fantastic. The home is spacious and the kitchen is the best stocked for a rental home I have ever seen. Unfortunately, the customer service was really lacking. The ad on this site says that toilet paper will be provided, yet they only provided one roll per bathroom. With 13 people using the bathrooms over a 4-day period, one roll was never going to be adequate. We noticed the sink was leaking, so we called the maintenance contact; I also told him that we were out of tp and trash bags (you have to haul your own trash out to the dumpster down the road as the homeowners do not participate in trash service...not a big deal unless they only provide 2 trash bags for your entire stay and fail to advise that they will not furnish more). The maintenance contact advised that he would furnish extra tp and trash bags so no problem. He came to the house, while we were not there, and fixed the sink; he never left us any tp or trash bags. If I had known he was not going to provide them, we would have stopped at the store...was too late to go out on New Year's Eve by the time we arrived back at the house. I called him and he said he didn't have the tp or bags with him when he fixed the sink and it was now too late for him come back to the house. I called the owner and advised what had happened. The owner advised that we should have had plenty of tp...looked in every unlocked closet and cabinet in the house, and nothing could be found. He also said that he only provides one trash bag to get you started and that we needed to provide our own. This would have been great to know before we came, and should provide the size as it is a med kitchen trash can. The maintenance guy said the opposite and told me we should have brought our own tp, but bags were provided. The owner called back an hour later and advised that the maintenance guy would be over first thing the next morning with provisions...He never showed up. This all may sound a bit petty, but when you use the docs as a checklist to make sure you bring towels, pillows, and all of your food (we are all Costco members), it was frustrating to know we could have brought more from home...tubing, water park, food, the house, it all adds up. What was aggravating, was having promises made and broken multiple times over something so simple. And really, why wouldn't you provide tp and trash bags at a vacation home?
Owner's Response: We sincerely apologize for the issues you experienced. The Massanutten Property Owners Association requires renters to place trash in the authorized dumpsters and not leave it in front of the house. This is a requirement for every rental house in the community, and, unfortunately, we have no control over this. Additionally, we provide enough toilet paper and trash bags to get our guests started, but it is the guest's responsibility to provide the rest. This is a common requirement among most rental homes. To prevent future problems, we have updated our arrival instructions to make this even clearer. Additionally, we are available to our guests at all times, and our maintenance staff is always there if anything goes wrong.
Helpful votes: 2/3
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