ComplaintsforBarefoot Vacation Rentals, LLC.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We stayed Oct 28 - Oct 31. Our issues were complete lack of respect to issues/problems with the house. They were non responsive to the issues and when called if they responded at all it was by text and hours later with limited or no help to the problem. We do this day have not been contacted based on the emails we left and the telephone call made post the visit to ask to talk to them regarding our stay. No calls, no emails, no text messages related to the issues. Issues: No internet through out the house No TV's functioned due to missing extenders and internet wifi coverage in both casita and main house Umbrellas at pole broken absolutely no hanging space/ closets in master bedroom. Jacuzzi did not work Window cranks broken and could not close windows Unit very dirty with Cob webs in the only cabinet in the master bedroom. Window had not been cleaned or de cob webbed in quite some time. Window Screens full of dirt, cob webs, and debris Casita doors could not be locked Kitchen a complete disorganized mess with no clue where anything was. Ran out of Paper towels and no refills. No dish scrubbers or cleaners the closet in the second bedroom had storage items in it completely removing it for our use. When we opened the doors a electric baby chair fell out and hit my wife on the head As advertised live music on weekends but there was none through out our weekend. In summary the management company totally ignored our concerns, did not respond to issues or requests, and seemed way over taxed on maintenance items. And to really put the nail in the coffin is they made NO effort to fix or answer our emails or concerns. Very arrogant way of operating. We rented a home with advertised amenities that were completely inop and to boot not a well kept home. Loved the location but would never to business with these young girls again. They seem to not care. We are also going to leave a negative review which is NOT our style.

  Business response

  11/20/2021

  I personally arrived to the property to resolve the couple issues this guest had.  I was there within 20 minutes of his call. The internet was not reaching to the back bedroom.  The extender that was plugged into the hall, was missing.  I looked for it, but we could not find it. There are times in our line of business that things 'walk off.'  We have since ordered a new one and have had it installed.  I told the guest that we weren't able to get another one being it was the weekend, however this did not stop the guest from asking numerus times about the status of the Wi-Fi. 

  
  

  - The guest suggested to put in an amour in the master bedroom to hang clothes in the home, I thanked him for the suggestion. The expectation of us purchasing an amour to be delivered that day was not reasonable. 

  - The jacuzzi works, the guests before and after his stay had no issues with it. We have a video link attached to the jacuzzi with a how-to instructions incase anyone may run into issues. 

  - The home is on a vineyard, we have a pest company that sprays every 2 weeks.  We do our very best to insure no critters enter our homes, but considering the location of the home, there are times they make their way in. 

  - There is a key to the casita, it is always locked before our guests arrive, in order for them to enter the home they had to use the key to unlock it. 

  - Our cleaners have a 44+ point checklist for each home they clean. Which includes photos of stocked items and cleanliness. While I was at the home, I personally gave them additional rolls of paper towels, in addition to the roll that was left on the counter and the other under the sink (3 day stay). 

  - We always leave a brand new, in the package sponge in each of our kitchens at all of our rentals. 

  - We manage the home, not the winery near the home. If they are unable to schedule a band, that is out of our hands.

  
  

  With all of this being said, I personally went to the house, spoke to him, assisted in the concerns he had.  He informed me that he owned a hotel, and wanted to be outside after curfew hours.  I told him we have a strict policy about loitering outside during quiet hours.  He was pretty perturbed about this and told me in other words, that he was going to do it anyway.  The rules of the home are in the listing, the contract that is required before staying, on the doors to the outside and in our email we send before they check in.  I personally believe this complaint is due to the strict stance I took in enforcing both the county of San Diego and our business rules regarding quiet hours. 

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