Disillusioned
Review Submitted: September 9, 2009
Date of Stay: August 2009
There is no better word to describe my stay than disappointment. I was advised that there was a resently resolved water issue upon my arrival. In actuality, the issue was no where near resolved and the fact that I wasn't told about the problem and given a refund/opportunity to book another place prior to my arrival was just shamefull. The water pressure was gone--needless to say the whole party had to shower and use the bathroom w/ pots/cups. I had tried speaking w/ the owner that same evening but it was evident that sleep, not our lack of water was more important. The issue was discussed in the a.m. w/ the owner. Supposedly it was to be resolved. By that same afternoon--there was absolutely no water. The owner was notified and didn't bother to call me back for 2 days (1day prior to our departure from the property) after a neighbor called concerned about the issue that was blatant by the leaking pipe/hole in front of the property. Although the owner claims to have been working behind the scenes to have this resolved, we had no knowledge of this at all, since there was no communication. My father had to intermittenly fix the pipe so that we can shower & use the toilet for the remainder of our time there. Later to find out that the owner new about the water problem long before our arrival as it had been ongoing for weeks. If this wasn't enough, the place that had supposedly been cleaned prior to our arrival was filthy. The shower curtains hadn't been replaced in who knows how long filled w/ mildew that was repulsive. The air conditioners' filters were so clogged that we had to clean them removing clumps of accumulated dust. The toilets were gross, the floors needed to be swept. We had to clean the sinks w/ bleach. Whomever is being paid to clean is ripping the owner off. Thankfully, I was at least re-imbursed the cleaning fee. Although, the owner didn't bother to re-imburse us for the parts and labor it took for us to ensure we had some water (clearly not our responsibility during vacation but had no choice). I felt the owner handled the situation poorly & irresponsibly. I had to deal w/ the backlash from the other 7 people and felt regrettably responsible & embarrassed for the ordeal. It's as if b/c the payment was already made, there wasn't any sense of responsibility. As much as it was a lesson learner for me, I hope it was also for the owner.
It is a beautiful home w/ a gorgeous view. It's a shame that such a property isn't more maintained.
Owner's Response: To our future tenants: We would like to mention, that we are trying our best to provide a great service, but this requires as well that our tenants communicate with us while staying with us. Once the vacation is over, we can't help anymore and only realize to late from frustrated reviews that things went wrong.
We do disagree with our tenants comments and would like to express that all our efforts were directed to calling the AAA (public water) services, we talked with Supervisors and can prove our claim. Later on we asked for an investigation on charges that were not reasonable, because we were not given water services and they granted a discount, we have the letter that proves it. We have a 400 gal.water tank so there was water, what we did not have was pressure (because of the outside rupture) so the use of the resource was not optimal. The father of our tenant talked to us on the phone, and told us not to worry. By coincidence he is a plumber and said he saved the situation and that they had a great time.
Now, indeed the house has not been remodeled recently - so furniture and bath rooms are not the most modern - but everything works and is being cleaned on a regular basis.
We believe that we are offering our property for reasonable rental price. To be quite honest travelers couldn't even get a tiny room in a guest house with a shared bath room along the hall in Puerto Rico for a similar rate. Tenants who are looking for a luxury and recently remodeled rental close to the beach could expect a different price range.
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