Wanted to share my review for McCartney Properties Management company as I booked via Homeaway Property ID 443736 (Reservation ID 8827) and ran into issues with them, so hopefully other travelers do not run into the same issues.
Before I get into the details of the multiple issues we encountered, wanted to articulate that I spoke to Homeaway and filed a case for my reservation, but was advised not to leave a negative review and try to sort things out with the property management company, who actually were dragging their feet and finally responded stating that they will not honor any of the issues as they operated at their best and as a result no concession reimbursement, perfectly timing it that with the Homeaway review window, which closed and I was unable to leave them a review on the Homeaway or VRBO sites. This was of course not expected as I decided to give them a chance to redeem themselves and did not leave a negative review up front in the allotted window, but now learned my lesson for giving them the benefit of the doubt.
Here are few details on the issues we encountered:
1. Taking into account that we booked the condo 6+months in advance, we expected that basic devices like gas stove, oven, microwave, etc. would work, bath tub was clogged till the special plug had to be opened, missing linens, etc.
2. The on-site emergency staff responded to the incidents as quickly as possible, but it took time (3 days) to solve the stove/oven issue because they were trying to troubleshoot and fix it themselves before calling a technician as a last resort
3. We had two teenage kids and we purchased a lot of food to cook for lunch and dinner, which we threw away because we defaulted to going out to restaurants for 2 days for a warm meal, while the issue was getting fixed
4. In addition, the microwave seemed to have problems, as well as the gas stoves, but we gave up on them as there was no point arguing with them when the rationale was that the owner installed it and never had problems, somehow suggesting that we almost cause it
5. Tried to resolve it with the Property Management company directly and get some sort of a refund - instead we were told different stories every time: 1) owner installed the new stove, but have not used it; 2) other travelers never had an issue, but unclear if they used it at all; 3) all worked before, etc. and we need to try to get credit from the company we booked it from Homeaway, which was only intermediary and when we called and asked for the same, we were told to go back and arrange it with McCartney Properties
I tried to be reasonable and sent few emails and left messages to different members from the company, but was really surprised to always get the same response totally discounting the voice of the customer and that the company acted by the book. Yes, they responded, but if that was the case for a yearly rental, no one would make it as an issue, however when you book it for 6 nights and half of the time things are not working, it is totally different scenario, which they refused to accept despite the fact that we paid expensive ski resort price per day in Aspen. It is mind boggling to me that in this day and age, we have management company like this and really need to come a long way to understand that the travelers are the main source of income and need to request more form the home owners whose properties they manage. When cases like this happen, at a minimum they should be able to provide some discount from the various fees collected and at a minimum provide a reasonable refund as this is unacceptable in the hospitality business and hope other followers will attest to this. read more
