Kelso Rentals

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We are not complainers so we tried to fix or mitigate the issues on our own without the intrusion of cleaning folks etc coming into the place we rented and further obstruct our time on vacationI cleaned the bathrooms so we saved Kelso rentals the cost of having the cleaning service come to the propertyWe should be compensated for that because you would have had to pay the company to come clean itFor two apartments I'm sure that at least $per unit so $coming our way is not out of line or outrageousYou admitted you knew the floors were dirty and needed cleanedYou say you could only have them cleaned after our rentalSo that means our kids had to crawl around on dirty floors and we were not given the option to stay at another unit that was cleanThe AC was undersized and could NOT handle the square footageWe never complained about it NOT having central airIf the AC was of proper size it could have cooled the house. The bottom line is if you had rented this unit you would have been dissatisfied alsoThe provisions in the rental agreement are to protect the companyTreat others as you would like to be treatedI worked in retail and other customer service fieldsWe were offered nothing so if that's the way it ends will will tell all of our friends in the Erie area NOT to use your company because you at not honest or ethical in dealing with your customers. Regards,
*** ***

October 13, 2016[redacted]Revdex.comID: [redacted]RE: [redacted] reservationTo Whom It May Concern:Our office received an email from the complainant shortly after their stay, which was from August 6-12, 2016, with a long list of complaints with regards to the Happy Landing property. We...

immediately responded to this email and apologized for the fact that their vacation was less than satisfactory. Also, the email correspondence addressed many of the issues in their complaint as something that could have and would have been handled had we been given the chance to remedy the issues while they were in the cottage. Our office and our employees have no way of knowing if someone is having an unsatisfactory experience unless they tell us, while they are staying at the property. In fact, someone from our office spoke with someone from their group on two separate occasions during the week with regards to a parking lot flood. At no time, during both of those conversations, was any issue raised about their dissatisfaction. Additionally, many of the items on their list could have been easily remedied during their stay. They had complaints about cleanliness, carpets, a hose, and air conditioning. We strive for cottages to be clean when people arrive. If we are informed of a problem, we would have sent a cleaning crew to the cottage to clean the property to the guests’ satisfaction. Furthermore, we did have the carpets scheduled to be cleaned on the 12th of August. We were aware of the stains and, unfortunately the 12th of August was the earliest available service date. Guest agree before making a reservation that we cannot be held responsible for an inability to get service or parts. Also, the units are advertised as having window a/c units, it has never been advertised as having central air. We were unaware that those was not at the property and could have easily brought one to the cottage for their use.Our staff works very hard to provide an enjoyable rental experience for all guests. We genuinely wish we would have had the opportunity to make some of these issues right while the guests were at the property, complaining after the fact doesn’t help anyone. Additionally, when their dissatisfaction was brought to our attention they did compliment the area and did like the beach, at that time our staff recommended other options that were similarly priced that had newer amenities, such as central air.  We do not feel a refund is warranted at this time, due to the above information. Please don’t hesitate to contact us with any questions. Thank you.Sincerely,Kelso Beach Rentals Management

Review: Dear Revdex.com,

We stayed at a property know as Happy Landing 1st and 2nd floor from Aug. 6 through Aug. 13, 2016. This was a vacation rental for my family and friends for our 30th wedding anniversary.

There were many issues with the two units we rented. Both units were not clean. The carpets were dirty. There was mold on the shower curtains in both units. The first floor apartment had a musty smell. All of the air conditioner units had to have their filters cleaned . Some of the portable units needed to be emptied daily of water. The closer on the second fl. screen door was missing. The AC on the second floor was a joke. There was a 5000 BTU unit in the large main rm.. It was totally inadequate for a room, which was about 20 by 30 feet with a partial cathedral ceiling. There was also no hose outside to clean the sand off of your feet when you returned from the beach. The beach was about 100 feet from the house. Several electrical outlets in the house did not work.

All week my wife who is in menopause and my pregnant daughter, had to take turns sitting directly in front of the ac unit just to stay somewhat cool.Desired Settlement: We would like a refund for 40 percent of what we paid which was over $3,000.00. We would also request Kelso Rentals remove this house from their inventory of rentals until all of the issues are corrected by the owner. We sent Kelso Rentals a letter on Sept. 6, 2016 and as of this date had received no response.

Business

Response:

October 13, 2016[redacted]Revdex.comID: [redacted]RE: [redacted] reservationTo Whom It May Concern:Our office received an email from the complainant shortly after their stay, which was from August 6-12, 2016, with a long list of complaints with regards to the Happy Landing property. We immediately responded to this email and apologized for the fact that their vacation was less than satisfactory. Also, the email correspondence addressed many of the issues in their complaint as something that could have and would have been handled had we been given the chance to remedy the issues while they were in the cottage. Our office and our employees have no way of knowing if someone is having an unsatisfactory experience unless they tell us, while they are staying at the property. In fact, someone from our office spoke with someone from their group on two separate occasions during the week with regards to a parking lot flood. At no time, during both of those conversations, was any issue raised about their dissatisfaction. Additionally, many of the items on their list could have been easily remedied during their stay. They had complaints about cleanliness, carpets, a hose, and air conditioning. We strive for cottages to be clean when people arrive. If we are informed of a problem, we would have sent a cleaning crew to the cottage to clean the property to the guests’ satisfaction. Furthermore, we did have the carpets scheduled to be cleaned on the 12th of August. We were aware of the stains and, unfortunately the 12th of August was the earliest available service date. Guest agree before making a reservation that we cannot be held responsible for an inability to get service or parts. Also, the units are advertised as having window a/c units, it has never been advertised as having central air. We were unaware that those was not at the property and could have easily brought one to the cottage for their use.Our staff works very hard to provide an enjoyable rental experience for all guests. We genuinely wish we would have had the opportunity to make some of these issues right while the guests were at the property, complaining after the fact doesn’t help anyone. Additionally, when their dissatisfaction was brought to our attention they did compliment the area and did like the beach, at that time our staff recommended other options that were similarly priced that had newer amenities, such as central air. We do not feel a refund is warranted at this time, due to the above information. Please don’t hesitate to contact us with any questions. Thank you.Sincerely,Kelso Beach Rentals Management