Great Location Fair Upkeep and Customer Service
My family stayed at the home during the week of July 31, 2011 for our annual vacation involving a grandmother, her children and grandchildren. While the location was ideal in terms of the view from the rear of the home and the distance from other attractions, the house was poorly maintained. Despite charging a substantial cleaning fee, it was apparent that those who kept the house did little more than change the linens and provide well-worn towels, bath rugs and accessories. The floors in the kitchen, bathrooms and common room had barely been swept and had certainly not been mopped, nor had the rugs been vacuumed. There were cobwebs, dead insects and dust throughout the home. Many of the window screens were either torn or missing, resulting in a problem with flies. A comparison of the outside of the home and the yard to the other properties on the street revealed that this home had the worst upkeep in the neighborhood. The furniture was "GoodWill/thrift store quality."
What was most disappointing was the poor customer service we received when we brought our concerns to the attention of the owner and owner's representative. Instead of trying to find a solution, the owner spent most of her time making excuses, blaming the customer and asking insulting questions. The tone was set when we arrived after a 9-hour trip and we attempted to prepare our meal, having ordered substantial food that had been stored in the freezer of the home, only to find that the propane tanks for the grill were empty. When we called to report it, we were told to "just walk down the street and purchase the refill." Only after reaching the out-of-town owner was a filled tank brought to the home for our use; then we were berated by the owner for making alternative meal arrangements. Additionally, because of the lack of cleanliness, we hired housekeepers to do a limited cleaning and vacuuming of the home, but were refused reimbursement for doing so.
If a visiting family intends to spend most of its time away from the home, the lack of cleanliness may not be a problem; however, for this family of 9, it was unacceptable.
Owner's Response: Our home is well maintained and thoroughly cleaned between each tenant - it is vacumed, mopped, dusted, bathrooms and kitchen cleaned. The linens are all changed for each new tenant. All the linens were new either last year or this year!
There was one OUTSIDE window that had cobwebs on it, but not throughout the house. Flies have never been a problem in the house before - a door must have been left open or one of the few windows without a screen. (almost all the windows DO have screens)
The yard is better, not worse than most. There is a large back lawn down to the waterfront which has plenty of room to relax and watch the view of the harbor. There are beautiful trees, shrubs and rose bushes on the street side of the house.
We pride ourselves on providing GREAT customer service! Unfortunately, the LP gas tank was empty due to the previous occupants not closing the valve properly. My sister couldn't go right away to retrieve and refill it, so she suggested they fill it down the street and we would reimburse them. They were unable to, so we did get it refilled and returned by 5 pm. (within 2 hours of them reporting it empty) Additionally, we reimbursed them for the cost of their dinner out that evening (including transportation to and from) even though they had the oven and stove in the house they could have used to prepare their food. From this point on they seemed to be LOOKING HARD for reasons to ask for a discount on the agreed upon weekly rate.
When they were bothered by some dirty window sills and cobwebs, we offered numerous times to have their areas of concern cleaned. (they never mentioned any floors that needed vacuming) Each time they refused. After five days, they hired someone to clean. Living five days with nine people in the house, we could imagine it might have needed cleaning, but we don't provide interim cleaning. We would have been happy to clean anything they wanted within the first day or two.
We have several tenants that return to rent our property year after year. One tenant who rented for one week this year has already signed a lease to be sure to get TWO WEEKS next year! You can see from the other reviews that they are very happy with the house, the view and the location!! When a tenant brings something to our attention, we do our best to remedy all their concerns. However, there will always be a select few who, unfortunately, won't be happy no matter what you do.
Helpful votes: 1/1
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