HighStreet Accommodations Reviews (%countItem)
We listed our property with High Street Accommodations in Nov 2017. Our experience in dealing with HS has been wonderful. Everyone we dealt with from housekeeping to accounting, maintenance were very professional and efficient. Anytime we emailed them a response was virtually immediate. After not been in our property for 18 months as it was continuously rented, we were thrilled to see it was in pristine condition. You would have never known it had been lived in. We have nothing but praise for High Street Accommodations.
Wished there is a negative rating which I could have picked. Worst ever experience to deal with any company ever. They will bill you for any outstanding issues (as a guinea pig) with your money to fix them even though they preexisted before your check-in and are clearly mentioned on their "Condition of premises" document. They will accuse you of regular wear and tear as "Excessive Damage". *** beware of them. Hope others don't fall for their business model
Friday June 22nd, the guest/licensee reached for a towel in the bathroom, at which point the towel bar fell to the ground. Due to the towel bar falling unexpectedly, the guest/licensee lost their balance and used their hand to break the fall with the door in front of them.
According to HighStreet Accommodation Ltd's Licensing Contract, it clearly states ....'for the costs of repairing or replacing any willful or negligent damage and/or loss that may be caused by the Guest/Licensee.'
There was no 'willful', 'negligent' damage caused by the 'Guest/Licensee' nor 'may be' caused by the 'Guest/Licensee'.
The cause of this event was the loose towel bar. The towel bar is the responsibility of HighStreet Accommodation Ltd, to ensure the accommodation is in good and safe condition for occupancy.
The HighStreet Accommodation team has completed two erroneous actions 1) charged the guest/licensee several hundred dollars for the damage out of compliance with their licensing contract and 2) justified the charge by creating a false narrative of the conditions that led to the damage to evade financial responsibility and erroneously transfer to the guest/licensee.
It is the responsibility of HighStreet Accommodations Ltd. to ensure the suite and contents within are in good and safe condition and this was not the case, as there were several complaints provided by the guest/licensee during the tenure of the stay that required repairs in order for the stay to be livable and safe.
I have corresponded several times with HighStreet Accommodation Ltd. and they have not responded to my last communication on August 31 to resolve this matter and therefore I have proceeded with this complaint.
Initial Business Response /(1000, 9, 2018/11/22) */
HighStreet takes its duty for care and safety in our properties very seriously. Bathrooms are provided with rubber mats to prevent slips and falls. Towel bars are not part of the safety equipment in a bathroom and the building code does not require them to withstand the weight of a person falling against it.
We are sorry that the client fell, but the circumstances of his fall are his responsibility and, if the damage to the door came as a result of his fall, then the damage incurred is also his responsibility.
The definition of "negligent" is the failure to take proper care in doing something. The towel bar is not intended as a support and therefore we maintain that the customer was negligent in his use of the towel bar and responsible for the cost to repair damage to the door.
However, the photographs clearly show that the damage to the door is on the outside of the door which means that a fall would only have occurred with the door wide open which would have put it several feet away from the tub and towel bar. The distance alone is inconsistent with a fall as the damage is at shoulder height. In the first photo one can see the bed on the outside of the door opening.
I have been using Highstreet Accomodations since 2009 (for almost 10 years!) and they have continually impressed me with their enthusiasm in providing exceptional accommodation service. Their efficient standardized business model ensures that all parties needs are met and do a great job and balancing all client demands and concerns. The staff are extremely helpful and skilled at their jobs and provide a personal touch that always makes you feel that your interests are kept in mind. They are trendsetters in the industry and continue to look for ways to provide even better service. It is without question, that I recommend Highstreet Accommodations.