Reviews

Review Details

• Review fromNicole G

  Date: 25/01/2024

  1 star

  Nicole G

  Date: 25/01/2024

  Unethical rental property listed on all the major vacation sites. Property was not clean, broken wash machine ( there for a week, 1 days notice that is was broken, and its been broken for at least 6 months), unusable utility sink. Garbage from previous renters was still on the property, mice p*** in kitchen counters, cabinets, pots and pans, washrooms. Found 1 mouse, caught and released it. Cigarette butts in BBQ, 3 empty propane tanks, so we couldn't use the **** Chemicals left in the oven, so when turned on, it started to smoke. We had to clean out ourselves. Food in between couch cushions, animal hair and dust under beds and between couch cushions. The driveway and sidewalks was not shoveled, making it near impossible to park and unpack. All issues, except the garbage removal were unaddressed by the owner. They had people service the hot tub while we were there, but did not notify us that they were coming by. Claims to be pet friendly, but then says they are not referring back to their personal site, which we did not book through (and this is the only place that says not pet friendly). Rental property is on at least 4 other sites claiming pet / furry friends welcome at no additional charge. Charges a $1,000 damage deposit, that is refundable but only 10 business days after you checkout. Was told we would receive a copy of the cleaning invoice so we could see the cost and if it was over the amount originally charged ($350) we would be charged extra on our damage deposit, if it was less, we would get money back. We left the property clean. Never received the cleaning invoice. Was charged for extra cleaning on top of original fee, charged for washing towels, and charged a 25% service fee to refund the damage deposit. I was not notified of extra charges, i had to reach out to find out when i could expect my refund. There is visible damage throughout the property from previous renter, that remains unaddressed. Horrible experience, very shady do not recommend!

  Big White Is Calling

  Date: 25/01/2024

  Not sure how to address, I have always had 5* reviews. 

  The property was cleaned top to bottom, I emailed them the invoice.

  I sent them  House rule, explaining to them, that there was stair nose missing, from last quests, and that it was been made at the flooring place, and also the washer was out of order, it had only been out of service for 3 weeks, and to get parts and someone to get up to a ski hill has its, obstacles at times, we are waiting for parts, I sent all this prior to them coming.  I have the message I sent them if you wish to view.

  This is a stand alone house in the *****, with **** shed out the side door, if a little mouse got in, it was probably from them leaving door open, and little mouse looking for warmth.  The mouse was caught and released.

  Driveway and side are all maintained by strata of Big White.

  I find it strange that they look under beds and cushions to find dust and crumbs, I have a cleaning crew, if this was an issue why didn't they discuss at the time? or dirty dishes? I had just had place total cleaned prior to season opening cost of $1400, so if it was that bad, I would have had them come back in to re clean? Nothing mentioned.

  They told me that place was lovely and clean, seems there saying lot of false accusations, for not getting there full refund, there was not a 25% fee with held, but the integrated system that processes payment takes a 5% fee, which they where charged.

  Unfortunately this is the first I heard that ****************** came in to service hot tub, I will going forward, get them,to reach out to me when they are coming, so I can let guests know.

   As far as having **********, the integrated system does show pets on one site, that I discovered just lately, this is something, I never agreed to and is being dealt with.  I have always been NO pets, and to speak to me in regards to pets.  I have this rule, due to people having allergic reactions to pet dander. This has been corrected in the system. My website, says NO Pets, so not sure how VRBO had it stated I did, since both systems are integrated.

  They did reach out over damage deposit, but it takes **** days to process then another 5 days to  receive into their account.  This is in the policy.

  The house was not clean when staff went in, I have there invoice which I did send to them, obviously, they chose to say they didn't if they wish another copy I am more than happy to send another.

  My property is only on two sites vrbo and my website.

  Thank you