Beautiful house, indifferent owner
Review Submitted: September 2, 2008
Date of Stay: August 2008
We rented this property in August 2008. The house is beautiful at first sight, same goes for the setting. Upon our review of the house, we discovered that the dishwasher was broken, and had been for several weeks, which the owner never mentioned. One of the toilets was also broken, which was eventually fixed 3 days after our arrival. The owner was well aware of both problems, but did nothing to rectify the matter before our arrival. Dishwasher was never fixed - this was a major inconvenience. I prefer not to wash dishes during my whole vacation. There is no internet connection as mentioned in the property details. The gas bottles were empty upon our arrival at the house. A major inconvenience when you have young children to feed.
Overall, we liked the property itself, but the owner's behaviour and lack of concern for his renters is unforgivable.
Owner's Response: We’re glad the client appreciated the beauty of our property.
It’s made clear to clients that gas is a consumable and it’s the responsibility of the client to replace what’s used.We stress that to ignore these instructions inconveniences incoming clients.In any case, even if 2 bottles were empty the client was not without gas:the stove and BBQ are served by 3 bottles not 2.
Our cleaner mentioned the dishwasher was broken when preparing for the client. Our repair man said it was unrepairable. We apologised for the inconvenience but said it was impossible to replace the machine during his stay.
The toilet wasn't broken, it was a problem with a septic tank.This was caused by a previous client using bleach cleaner contrary to our clear instructions.We immediately called a sanitar. It was fixed the first work day after the weekend.Still,there were at least 2 functioning toilets.
There is an internet connection. It’s not wireless; one connects via a phone line.
The client forgot to mention something important: He complained there wasn't a Holiday Rentals agent present to greet him. He was upset that we had not made the agent available. We explained this was his misunderstanding. HR is an advertising site, and no agent existed. I'm sure this is not a common misunderstanding.Perhaps this illuminated his perception of abandonment by indifferent owners?
We're accused of indifference but we went out of our way to help him. No doubt he's been inconvenienced,but this criticism is imbalanced. In particular, even though the property is advertised for 10 people, we accommodated his request for 14 at no cost to his party despite our incurring additional costs.
What happened was the result of unforeseen circumstances not indifference. We try to anticipate problems and provided instructions to clients to avoid them but ultimately we are unable to prevent damages.Small things can go wrong that inconvenience some people.All we can do is act swiftly to address the problems and put them right as best we can.
We do not provide a hotel service. We do not meet-and-greet, check-in, check-out, or have agents to cater for clients. We also do not have 200 other guests fighting for space around the pool. What’s offered is a beautiful property for families to enjoy.
To our future clients, the dishwasher washes, the toilets flush, and the gas bottles may be half full or half empty depending on your outlook on life.
We look forward to welcoming you!
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Helpful votes: 2/2
