Deceptively Described, In Need of Repair, and Watch for Excessive Security Charges!!
Our family rented this house to celebrate our mother's 80th birthday together. The house was advertised as able to sleep 14-15 - and we were 7 people. We were very, very disappointed in both the condition of the house and in the owner's handling of our monies and the excessive fees we were charged (which included being charged a portion of the owner's cable bill, gardening, water bill, internet fees!). In addition, we had difficulty in getting our much diminished security deposit back from the owner - we had to follow-up three or four times and it still took 5 weeks.
We have used VRBO many times over the last few years and this is the first time we have been so terribly disappointed and mistreated. Below are some of the maintenance and repair issues we faced.
Upstairs shower (non- master) mildew on shower curtain
Upstairs master - no closet to hang clothes was a problem
Grounds not kept - grass not mowed (until the morning we were departing). Then, when the gardener did show up, they came BEFORE 8am and immediately start with mowing right next to the house.
Lounge chairs on the deck were dirty (and one was broken) - we couldn't sit on them
Bricks and coping stones surrounding the deck and pool were broken and unsightly
Hot Tub was too dirty to use (which didn't stop us from being charged to a Hot Tub cleaning fee!!
Main TV in living room was not working
The garbage bins were overflowing upon our arrival and we had no place to put garbage for five days. It was disgusting outside (smelly and foul to look at) since animals kept getting into the garbage - which we had to clean up each morning
Duvet covers were stained and dirty - we had to take them off the beds
There were not enough towels for a group of 7 - never mind 14-15
Many of the light bulbs were burned out throughout the house and needed replacing
Although this is advertised as a 6 bedroom house, three of the bedrooms are marginal at best (no bathrooms and low ceilings).
The kitchen cabinets and drawers were dirty and filled with old, moldy food.
Although the house is described as having a fully equipped kitchen - I would say it was 'modestly' equipped at best.
Owner's Response: It is quite upsetting to read this review. We have been renting this home for several years and this is the first time a renter is unhappy at our new renovated beautiful home (less than 2 years ago). In contrast, most have taken the extra effort to reach out to us after their stay to rave about the house and the terrific time that they had there. In this case, we have tried to work with the renter but unfortunately you can’t make some people happy.
For the record, I personally greeted the renters upon their arrival and I walked them through the entire property and they were happy with the house, no complaints. In addition to many tasks, I and my property management team made sure that the house was clean before their arrival. The first evening of their stay I did receive a call to let me know that some lights had gone out and that the shower curtain was dirty. Upon hearing this, my husband offered to send someone out right away to remedy the situation but they said it was okay. We stopped by the next day, Sunday evening. Sleeping availability - seven people can more than comfortably be accommodated at this property. There are five bedrooms with three queen beds, two twin beds, and 1 king. Additionally, there is a finished two room attic with two queen beds and a full bed besides having a basement with a queen bed. Towels are never an issue. There can’t be a shortage of towels since we have eighteen towels for renters at all times. The upstairs master bedroom does have a small closet for hanging clothes. Ten days after the renters departed I was brought aware of the fact that they thought the hot tub was not clean. If I had known immediately upon their discovery of the hot tub not being clean I would have called the pool maintenance team in at once. When I did get the email telling me that they didn’t use the hot tub because it was dirty I wrote back right away that they we would not charge them the hot tub cleaning fee. The fee was returned to the renter. Our cleaning staff takes pride in performing a full service cleanup especially before each renter begins their stay not to mention that I did a walk through preceding their stay. There were no moldy foods in the cabinets and drawers.
Having our guests experience a splendid stay at our house is always our goal!
Helpful votes: 8/8
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