Our stay was unfortunately very disappointing, especially considering the cost of the rental. There were several maintenance, cleanliness, and communication issues that significantly affected our experience.
The refrigerators were a major issue. Neither refrigerator was working properly, and the upstairs refrigerator did not maintain a safe temperature while the downstairs does not work at all. We lost hundreds of dollars' worth of food on the first day after the fridge reached 75 degrees. This led to having to purchase coolers and ice to store our food for the remainder of our stay (6 days). We were spending unnecessary money on ice and making daily trips to the store for groceries we had already purchased and specifically meal-planned so we would not have to grocery shop multiple times.
The hot tub was also not working, despite being an advertised amenity that has apparently not worked all year, according to other reviews. The cover for the spa was poorly secured with broken sandbags and continued to blow off, eventually breaking the rail. At that point, I reported the issue and was told someone would come out to fix it. At checkout today, we still had not seen anyone, and we left the cover off. There were also ants in the kitchen, which was concerning and added to the overall cleanliness concerns. The house itself could use a much deeper cleaning, and the yard and outdoor areas need better maintenance.
The biggest disappointment, however, was the communication from the management company. Communication was either extremely delayed or nonexistent. We were given information about repairs that would be completed during our stay, but the promised repairs were not completed as communicated.
We came here to celebrate two birthdays, an NCSHP graduation, and a college graduation after a very long year. Instead of being able to relax and enjoy our vacation, we spent a significant amount of time dealing with maintenance problems, replacing food, buying ice, and making trips to the store.
We understand that things can break and that unexpected issues happen. What made this experience especially frustrating was the combination of multiple unresolved issues and the lack of communication and follow-through from management. For a property at this price point, we expected the home to be properly maintained, clean, and ready for guests, and we expected timely and professional communication when problems did arise.
Instead, we spent 7 days maintaining coolers of food and drinks because repairs to the refrigerator still had not been completed at checkout, despite being reported at check-in. Thankfully, I booked through Airbnb and was able to involve them in the issue, resulting in a partial refund after the company and the owner did not respond to them directly.
What was supposed to be a relaxing vacation turned into a camping trip. I would not recommend this management company to anyone and hope Airbnb takes action to cancel their listings with them to save others from the experiences we had. read more