6/10 Okay
Catherine W.
25 August 2020
Liked: Location, listing accuracy
Disliked: Cleanliness, check-in, communication
Gorgeous house, but sadly very poor management
This house, and specifically the outdoor area, is nothing short of stunning! The inside is nice and comfortable for a big group of people, but the pool, the property, the view, the landscaping is all breathtaking. Unfortunately a huge stain on our trip was both the property management and the on-site management (2 different teams of people). We were told right before day 1 of the vacation that they decided to change our check-in/check-out times (1 hour later, 2 hours earlier) after we had all already made our travel plans. When we reached out to ask & understand why, they were non-communicative, unhelpful, inefficient and downright rude. They said it was because they needed to “air the house out for 8 hours between guests due to COVID regulations”, which we totally understood, but apparently these regulations were in place since early June, and they only told us early Aug. And then, day of check-in…last-minute again…they told us we could in fact check in early…but too little, too late. ☹ In particular, the woman at the reception was probably the most unprofessional, disrespectful employee we have ever come across. She was horribly rude to us over the phone 2 weeks before check in and hung up on us. She made no effort to accommodate us whatsoever when she clearly could have. She was rude again at check-in, and rude again at check-out. At check-out, which they changed from 11am to 9am, at about 9:30am when we were running a bit late (had 6 adults and 2 babies aged 3 and 1 to get out of the house), a man showed up at the door and basically yelled at us, tried to kick us out and said “You will leave now”, and stormed off. Then when we went to check out at the reception about 30 mins later, we were “greeted” with a “Ah it’s you, #301…FINALLY”. Again, I can’t stress enough how incredibly rude these people were, and how inappropriate & unprofessional their behavior was. It ruined part of our trip, sadly. And add on cleanliness of the house: the floors were black with dust when we arrived and the toilets smelled. Our feet and the babies hands and knees were black after about 30 mins of arriving and walking around. When we told the manager this at check-out, her only response was, “Oh really, well then why didn’t you say that when you arrived”, basically insinuating we were making it up. Again, disrespectful, rude, unprofessional, especially considering the management of the cleanliness of those house was laughably poor. These people should be fired.
Catherine W.
Stayed 7 nights in Aug 2020