Sea to Sky Rentals LLC

I am the Guest Care Manager at Sea to Sky Rentals and spoke with [redacted] directly during their stay at our company [redacted] booked a rental with us on March 20, with a cheat March 30th to April 2nd, This rental was cleaned and sanitized by our housekeeping vendor and inspected by our Quality Assurance Coordinator prior to Ms [redacted] 's check-inMs [redacted] checked in at midnight and was unhappy with the cleanliness of the rental The guest called our after-hours manager on duty, who is available for emergencies (fire, lock outs, power outages, etc.)The manager on call was Heidi Stuber, our Business DirectorAfter the guest was connected with Heidi, Heidi informed the guest that we could send our Quality Assurance Coordinator in the morning when our office open to address any concerns they haveWe informed the guest that the rental was cleaned, sanitized, and inspected prior to cheand that if they chose to leave, we could not promise a full refundThe guest chose to leave and our team followed up with the guest the next day when we openedI attempted to address the guest's concerns and have them check back in, but the guest wanted to move forward with their cancelationThe guest did send us photos and state that there were holes in the walls, mold in the bathroom, and a dirty oven, and a dirty ovenWe sent our Quality Assurance Coordinator to inspect the guest's concerns after they left, and our Quality Assurance Coordinator reported that the tub was stained, but it was not mold (our housekeepers clean with cleaning product that prevents and fights mold), and the holes in the wall Ms [redacted] reported were not holes, but patches on the wall from where the shower rod at damaged the wall Typically we do not offer any type of refund since we have our guests sign a rental agreement, acknowledging we address repairs and concerns as soon as possible consistent with landlord tenant law (see RCW.59.18) and that no refunds will be issuedI have attached the guest's signed rental agreement, acknowledging clause #However, given the guest's circumstances, I processed a 50% refund of $ Please let me know if there's any more information I can provideWe unfortunately will not be offering any more of a refund than what has already been processed Sincerely, Erika K [redacted] Guest Care Manager

Complaint: [redacted] I am rejecting this response because: please see pics.....there are more, but I could not add If you look at their website for this condo, you will see there is a huge discrepencacy between what is shown and what we gotUnfortunately, I cannnot add the musty smell as asoon as we opened the door I still cannot understand why we cannot get a full refund, as one does with any service that is not used or productWe request this, with all due respectJust because their people go in and say everything is ok, doesn’t mean it is !!!!! Maybe they would like to use my real pics on their website to show reality Sincerely, [redacted] & ** [redacted]

Apologies......forgot to mention, the musty smell as soon as we opened the doorUnfortunately, no pictorial of that but definitely not something one would expect from a vacation rental ! We had to go outside, to make the calls and speak. Thank you, *** ***

I am the Guest Care Manager at Sea to Sky Rentals and spoke with [redacted] directly during their stay at our company.   [redacted] booked a rental with us on March 20, 2018 with a check-in at March 30th to April 2nd, 2018. This rental was cleaned and sanitized by our housekeeping vendor...

and inspected by our Quality Assurance Coordinator prior to Ms. [redacted]'s check-in. Ms. [redacted] checked in at midnight and was unhappy with the cleanliness of the rental..  The guest called our after-hours manager on duty, who is available for emergencies (fire, lock outs, power outages, etc.). The manager on call was Heidi Stuber, our Business Director. After the guest  was connected with Heidi, Heidi informed the guest that we could send our Quality Assurance Coordinator in the morning when our office open to address any concerns they have. We informed the guest that the rental was cleaned, sanitized, and inspected prior to check-in and that if they chose to leave, we could not promise a full refund. The guest chose to leave and our team followed up with the guest the next day when we opened. I attempted to address the guest's concerns and have them check back in, but the guest wanted to move forward with their cancelation. The guest did send us photos and state that there were holes in the walls, mold in the bathroom, and a dirty oven, and a dirty oven. We sent our Quality Assurance Coordinator to inspect the guest's concerns after they left, and our Quality Assurance Coordinator reported that the tub was stained, but it was not mold (our housekeepers clean with cleaning product that prevents and fights mold), and the holes in the wall Ms. [redacted] reported were not holes, but patches on the wall from where the shower rod at damaged the wall.   Typically we do not offer any type of refund since we have our guests sign a rental agreement, acknowledging  we address repairs and concerns as soon as possible consistent with landlord tenant law (see RCW.59.18) and that no refunds will be issued. I have attached the guest's signed rental agreement, acknowledging clause #14. However, given the guest's circumstances, I processed a 50% refund of $765.21.     Please let me know if there's any more information I can provide. We unfortunately will not be offering any more of a refund than what has already been processed.   Sincerely, Erika K[redacted] Guest Care Manager

Complaint: [redacted]
I am rejecting this response because: please see pics.....there are more, but I could not add.  If you look at their website for this condo, you will see there is a huge discrepencacy between what is shown and what we got. Unfortunately, I cannnot add the musty smell as asoon as we opened the door.  I still cannot understand why we cannot get a full refund, as one does with any service that is not used or product. We request this, with all due respect. Just because their people go in and say everything is ok, doesn’t mean it is !!!!! Maybe they would like to use my real pics on their website to show reality
Sincerely,
[redacted] & ** [redacted]