For context, my family and I rented a chalet through Hébergement Stoneham for the 2017 Christmas…read moreperiod.
In short, steps not shoveled, nothing shoveled at all (and we're talking a 20cm plus snow storm the day prior), many lighting fixtures with no light bulbs, a jacuzzi not in working condition for half of the stay. Bring these problems up and what do you get? You get called out to be a "5 star client" and a mere $100 with a bill talllying up over $4200!
DO NOT RENT anything from Hébergement Stoneham.
Here's the play by play, the longer story.
Problems started the very second we got there. First of all, the day before, Québec city had a faily big snow storm (20cm or so), and when we get there the steps or anything at all isn't shoveled. You don't expect this when you get there and on top of that, I've got guests and catering arriving in the hours coming, I need the chalet shoveled. And we're talking a serious steep set of stone steps (uneven ground), so it's important that everything be shoveled especially when you got your grandmother coming (who will need assistance going up regardless if it's shoveled or not, but even more if not).
Second, several lighting fixtures did not have a light bulb inside. I mean it's an easy fix, there was a box with light bulbs inside in the chalet, so we just took care of that ourselves! Just like shoveling the whole chalet! (steps, jacuzzi, balcony, etc).
Third, included in the reservation is a jacuzzi. The reservation was from decembre 24 to 28. The very first night we get there, after we're all settled in and after we've had dinner, we check on the jacuzzi and guess what, it's at 72 degrees F. Obviously it's not in working condition and it's too late at this point, we're already late at night. The next day we call it in. Somebody does eventually come and then leaves without telling anyone what's the situation. It only gets fixed on decembre 26, at which point in time where most of our guests are heading back home. Everyone is disappointed to not have been able to enjoy the jacuzzi during the actual holidays! That's the whole point of renting a chalet with family for Christmas!!! It's to be able to enjoy the venues and the perks that you paid for!
Decembre 28, checking out. Get to the registration desk, the lady tries to brush us off "ok thank you for the keys, byes!", knowing fair well the problems we came across during our stay. I bring up the unshoveled stairs, the lady replies "well you should have called us right away. Somebody would of came right away to clear the snow". Umm howcome this wasn't done prior? And like I said, we had guests and catering arriving shortly after, I don't have time to wait, I need thing to get done 5 minutes ago!
On the light bulbs in the fixtures issue, the lady tells me " you must be a five star client then because we offer 3 star chalets". Ok, well your sign outside here says 4 stars.. number 1, number 2 I don't care if i'm renting at the Fairmont or motel 8, I expect light bulbs in the fixtures. Isn't that reasonable no?
With regards to the jacuzzi, that is the only point on which she doesn't give us too much attitude. She does agree that we should get a compensation. But, initially, if we hadn't pressed the issue, it was ok we got out keys back, ok thank you! Talk about not caring about your clientele.
The worse thing about all this, is to be called out a 5 star client for basic things that they were clearly at fault. There are all kinds of things to respect when renting out a chalet, including cleaning everything when you leave and inspecting it. Where was their inspection? There weren't any steps in the snow when we got there on the 24th, so nobody clearly inspected the chalet prior to delivery. In the end, what compensation did they provide? A mere $100. What an insult when you're talking about a bill that tallies over $4200.
----------------------------------------------------------------------------------------------------------------------
Ne louez pas chez Hébergement Stoneham!
En résumé, le chalet que nous avions loué n'était pas déneigné à la livraison; les marches, le spa, les balcons, rien. Plusieurs luminaires n'avaient pas de globes. Et le spa n'était pas fonctionnel pour la moité de la durée de la location. De plus, durant le check-out,on se fait ridiculiser d'être des clients 5 étoiles. Le tout se fini avec un remboursement d'un maigre $100. Plus une insulte que d'autre chose quand on parle d'une facture de plus de $4200!
