This review is based not only on the condition of the property, but more importantly on how the situation was handled afterward.
When we checked in, it was immediately clear that the home had not been properly cleaned or inspected prior to arrival, despite being charged a cleaning fee. There were multiple cleanliness and maintenance issues present that should have been addressed before guests ever arrived.
We reported the broken downstairs bed the morning after check-in, and maintenance did come out that same day. However, during that visit, the maintenance technician told us directly that he had not been able to access or inspect the home prior to our arrival and apologized for that. After repairing the bed, all of the bedding was removed and left piled on the floor, and the technician also left his tools behind in the home. We gathered the tools and left them on the counter at checkout as a courtesy.
There were additional issues throughout the property involving cleanliness and basic upkeep that we chose not to interrupt our vacation to address. Guests should not be expected to coordinate housekeeping or maintenance visits during their stay to correct problems that existed before check-in.
Since January 6, I have repeatedly attempted to resolve this directly with management and requested only a refund of the cleaning fee. Over several weeks, I did not receive a single phone call, apology, or genuine attempt to work through the issue -- only email responses focused on defending timelines rather than acknowledging responsibility or guest experience.
A discount on a future stay was offered instead, which does not address being charged a cleaning fee for a property that was not properly prepared at arrival.
This experience showed a lack of accountability and customer care. Based on how this was handled, I would not stay with this company again and would encourage future guests to manage expectations accordingly. read more
