The property is beautiful! On the other hand, the customer service rendered by the Property Management leaves much to be desired.
We rented this home for an Appreciation Weekend Getaway with the members of our team.
In the middle of the night, the engine of one the shades in the Master Bedroom was making a loud, buzzing noise, making it impossible for my wife, our 8 month-old baby and myself to sleep.
After making sure that there was nothing to be unplugged, and considering that it was 1:04 AM, we called the "Emergency After Hours Line” from the Property Management. No one answered "our emergency". I left a voicemail explaining the situation. We waited for over an hour for someone to contact us. No one did.
We ended up sleeping on the couch in the living room.
The following day, no one from the Property Management contacted me either.
We explained the situation to our guests. One of them offered to take a look at the malfunctioning shade. He ended up disconnecting it, so my wife and I could sleep that following night.
After our weekend getaway, once we were back at the office, I emailed the Property Management to complain about their customer service and about other issues (Aside from this incident, the electric fireplace in the master bedroom didn’t work; the barbecue and the outdoor table were not dirty, but filthy; several lightbulbs in the house did not work; and the outside of the house was dirty and full of spider-webs). No one ever replied to my email.
The following day, I received a customer satisfaction survey (I guess it was sent automatically). I attached my complaint email from the previous day. No one ever replied to my survey.
It has been two months. To this day, no one from the Property Management has contacted me to apologize for the incident or the other issues. Apparently, this company simply doesn’t care about rendering an excellent customer service. Too bad as the property is excellent!
|How easy was it to book the property?||How helpful were the directions to the property?|
|How easy was key pickup/access to the property?||Overall condition of the property|
|Bedding & mattresses||Kitchen & utensils|
|Bathroom cleanliness||Other facilities & amenities|