Complaint: [redacted]
I am rejecting this response because:Thier initial response to the unsat conditions upon arrival were to bring a can of raid and air freshener. The response of someone having been in there two days prior seems far fetched. The place looked and smelled. If they consider their advertisement and conditions of the cond satisfactory I would hate to see the rest of their rental properties. The recommendation of cleaning it while we were there is pointless as we didn't stay because of the horrribale conditions. We have learned our lesson and will never occupy any rental in the future without prior inspection.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:There is nothing left to discuss, horrible experience for me and my family and I do hope further attention to detail is given to adverstising these condos in the context of nice or luxurious.
Regards,
[redacted]
We appreciate feedback when customers are happy, as well as, dissatisfied so we can address their concerns. This unit had been occupied just days before the arrival of the [redacted] party. Units are inspected prior to guests’ arrival and all linens are freshly laundered and cleaned after the previous...
stay. The [redacted] party checked in around 5:30, Friday, July 28th. We received a text at 6:32 p.m. from the [redacted] party with a picture of a stain on the carpet. They said it was just to let us know so that they would not be held responsible for it. About ten to fifteen minutes later we received a picture of the refrigerator door that is in the unit. The picture showed dead gnats in the refrigerator, with a message that read the condo had gnats, had an odor, and that two of the beds were at a slant. We apologized for those issues and replied we would immediately contact housekeeping to come to the unit to resolve the issues. However, that resolution was rejected by the guests stating that they had already unpacked their personal property and did not want our housekeepers inside the unit. They then asked for us to bring a can of Febreeze and flying insect spray to the unit, which was promptly done. The Guest then requested a refund for part of their stay. Our representative felt we had tried to respond to the issue to dispatch housekeeping, which was refused and by personally and promptly delivering the items requested by the guest directly to the unit. Our representative said, and without voicing those prior thoughts, that we would appeal to the owner of the unit to see if the unit owner would authorize such a refund. There were no further complaints for the remainder of Friday night or Saturday until Saturday night. We received a text at 7:40 p.m. on Saturday night, July 29th. The text said that half of their party left the unit to return home at 3:00 a.m. due to the fact they were uncomfortable in the property. This text was 16 hours after half the party had departed. Had they addressed the issue first thing in the morning, we could have easily moved them to an exact same unit just two units away. We still offered to do so that Saturday night, but the guest again declined our offer. Therefore, we surmised that the issues raised were evidently not that serious since the guest turned down housekeeping and the offer to move to them another unit just 2 units away. The Guest then informed us that they were also having issues with the washer. Our representative walked the Guest through how to reset the washer. The Guest then requested some compensation again and the representative said that they would seek approval from the owner on Monday morning. There was no further communication from the guests again until Monday afternoon. The Guests called and asked where their FULL refund was. Our representative had already called the property owner for a refund approval and was waiting for a call back. After receiving a call from the owner of the unit and as Broker/Owner of the company, we refunded the cleaning portion of their charges which total $108.25. However, because the guest refused housekeeping services and the offer to move to a different unit, the decision was made that there would not be a refund on the stay. After 30 years in this business, we know that if the problem had been bad enough to affect their stay, they would have taken advantage of one or both offers. We informed the guest of the decision on the refund. They wanted to appeal that decision, but the decision had come from the property owner and the business owner, so there was no further authority for any appeal.
To Whom it may concern:Mr. [redacted] is correct in saying that there is no record of his deposit from 2008. However, Mr. [redacted] has been staying with us for several years and is a valued customer. TRMC, in good faith, has issued a check to Mr. [redacted] for $200.00. This check...
(ck#102823) was mailed on November 12, 2015 to Mr. [redacted]. Therefore, we have honored Mr. [redacted]'s request which provides a satisfactory resolution to this case.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:Thier initial response to the unsat conditions upon arrival were to bring a can of raid and air freshener. The response of someone having been in there two days prior seems far fetched. The place looked and smelled. If they consider their advertisement and conditions of the cond satisfactory I would hate to see the rest of their rental properties. The recommendation of cleaning it while we were there is pointless as we didn't stay because of the horrribale conditions. We have learned our lesson and will never occupy any rental in the future without prior inspection.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:There is nothing left to discuss, horrible experience for me and my family and I do hope further attention to detail is given to adverstising these condos in the context of nice or luxurious.
Regards,
[redacted]
We appreciate feedback when customers are happy, as well as, dissatisfied so we can address their concerns. This unit had been occupied just days before the arrival of the [redacted] party. Units are inspected prior to guests’ arrival and all linens are freshly laundered and cleaned after the previous...
stay. The [redacted] party checked in around 5:30, Friday, July 28th. We received a text at 6:32 p.m. from the [redacted] party with a picture of a stain on the carpet. They said it was just to let us know so that they would not be held responsible for it. About ten to fifteen minutes later we received a picture of the refrigerator door that is in the unit. The picture showed dead gnats in the refrigerator, with a message that read the condo had gnats, had an odor, and that two of the beds were at a slant. We apologized for those issues and replied we would immediately contact housekeeping to come to the unit to resolve the issues. However, that resolution was rejected by the guests stating that they had already unpacked their personal property and did not want our housekeepers inside the unit. They then asked for us to bring a can of Febreeze and flying insect spray to the unit, which was promptly done. The Guest then requested a refund for part of their stay. Our representative felt we had tried to respond to the issue to dispatch housekeeping, which was refused and by personally and promptly delivering the items requested by the guest directly to the unit. Our representative said, and without voicing those prior thoughts, that we would appeal to the owner of the unit to see if the unit owner would authorize such a refund. There were no further complaints for the remainder of Friday night or Saturday until Saturday night. We received a text at 7:40 p.m. on Saturday night, July 29th. The text said that half of their party left the unit to return home at 3:00 a.m. due to the fact they were uncomfortable in the property. This text was 16 hours after half the party had departed. Had they addressed the issue first thing in the morning, we could have easily moved them to an exact same unit just two units away. We still offered to do so that Saturday night, but the guest again declined our offer. Therefore, we surmised that the issues raised were evidently not that serious since the guest turned down housekeeping and the offer to move to them another unit just 2 units away. The Guest then informed us that they were also having issues with the washer. Our representative walked the Guest through how to reset the washer. The Guest then requested some compensation again and the representative said that they would seek approval from the owner on Monday morning. There was no further communication from the guests again until Monday afternoon. The Guests called and asked where their FULL refund was. Our representative had already called the property owner for a refund approval and was waiting for a call back. After receiving a call from the owner of the unit and as Broker/Owner of the company, we refunded the cleaning portion of their charges which total $108.25. However, because the guest refused housekeeping services and the offer to move to a different unit, the decision was made that there would not be a refund on the stay. After 30 years in this business, we know that if the problem had been bad enough to affect their stay, they would have taken advantage of one or both offers. We informed the guest of the decision on the refund. They wanted to appeal that decision, but the decision had come from the property owner and the business owner, so there was no further authority for any appeal.
To Whom it may concern:Mr. [redacted] is correct in saying that there is no record of his deposit from 2008. However, Mr. [redacted] has been staying with us for several years and is a valued customer. TRMC, in good faith, has issued a check to Mr. [redacted] for $200.00. This check...
(ck#102823) was mailed on November 12, 2015 to Mr. [redacted]. Therefore, we have honored Mr. [redacted]'s request which provides a satisfactory resolution to this case.Sincerely,[redacted]