An Unfortunate Experience
We rented Palazzo Sul Lago 7/7-7/14/2012. Although the house itself and the common ground areas were nice, the accommodations and our overall experience during and after our stay was extremely disappointing.
The online description of the house is very misleading. While it claims to accommodate eight, there was only living room seating for four (see pictures on website), place settings for 6, and a very limited number of towels and other amenities. The house was also sparsely furnished with no bedroom lamps, clocks or window treatments (making it difficult to sleep past sunrise). While advertised as having a "gourmet kitchen" - the house had few pots, pans, or cooking utensils and we actually had to purchase our own. While the description said the house had a grill, it was actually at the community pool area not the house itself (a 5 min walk away).
On the first night of our stay, there was a major water leak (3 story flood) due to faulty plumbing in the bathroom shower. Consequently, for the first 4 days of our stay, we lost use of 2 bedrooms and 1 bathroom (leaving us to have children sleeping in bathrooms and closets). As as well as endured contractors coming/going and loud industrials fans and dehumidifiers running 24 hours a day throughout the home. The enjoyment of our stay was significantly compromised due to continuous arguments with "Be Our Guest" (the rental agency) and inconveniences while the damages were repaired.
While "Be Our Guest" only offered us their commission as compensation (a fraction of the cost of the condo) for our inconveniences - we later found that they chose to withhold our entire security deposit plus asked us to refund them an additional $349 for "damages" and reasons we believe are totally unjustified and untrue (possibly as a means to re-coop their commission that they gave us). They have been totally unresponsive to our repeated communications to discuss the cited "damages" with them which we believe is very unprofessional.
While the house and grounds are nice - based on our experience with the rental agency and owner - as well as the sub-par accommodations we would strongly advise not renting this house nor doing business with "Be Our Guest" rental agency.
Owner's Response: Be Our Guest is in its first year of business but have had over seventy rentals to date including 12 rentals for Palazzo Sul Lago. This is our first complaint and we strongly believe that it is unwarranted.
When the guest complained about the seating and lack of utensils, etc. we brought in additional chairs and furnishings. When they complained about the distance to the grill, we purchased and delivered a new grill the same day.
There was a malfunction of a shower valve as could happen in any home. We had a plumber in to repair the shower within one hour and brought in a crew of eleven to take care of the wet carpets as quickly as possible. I should mention that this was all accomplished on a Saturday evening over the 4th of July weekend. We asked that they turn on the fans when they were not in the area affected by the leak.
The guests were without 2 bedrooms for 3 days and the bathroom was available immediately after the shower was repaired. They asked to be comped for their entire stay. For their inconvenience, we offered the guests $1000 which they accepted.
The guest’s implication that Be Our Guest withheld the damage deposit “possibly as a means to re-coop their commission that they gave us” is scurrilous. The owner’s cleaning person found a deep scratch in the stainless steel door of the fridge when she cleaned on the day the guests left. She did not see it when she cleaned the house the morning before the guests arrived. Be Our Guest explored having the scratch repaired, but the technician said that the door would have to be replaced. The repair cost exceeded the guests, damage deposit by $349.00.
Palazzo Sul Lago is a superior rental with great accommodations. In fact, a couple that rented the home before the guests wants to rent it for a week this fall.
Be Our Guest takes pride in our excellent properties and superb customer service. The guests apparently thought so too because when we were discussing the damages, they told us that wanted to use our services again next year.
Helpful votes: 8/8
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