ComplaintsforBlue Swell Vacation Rentals

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's UNACCEPTABLE that we were without air conditioning for 5 nights of our 7 night stay. We arrived 6/18/22-6/25/22. Blue Swell was nothing short of negligent during our vacation stay. We paid $7,055 for a weeks stay and it was miserable. The interior house temp was 90 on arrival late evening Sat. 6/18/21. 36hrs later on Monday morning we called for AC maintenance, and they sent a kid out who said the units were working and it would just take time to catch up, but told us that it was just hard for units to cool when temps are high in Florida, he set both thermostats to 66 and auto and told me not to touch them, so we didn't. Well, they never did cool the house, interior temps only went up daily. Approx an hour after the kid left, BS called and asked if we were satisfied with our maintenance and I told her no, he did nothing for us and told us it just had to catch up. We went out and purchased box fans and standup oscillating fans to help circulate air as the outdoor temps soared between 95-100degrees during our stay. We kept all windows, blinds, and exterior doors closed to prevent excess heat from entering the house. We found out on Day 5, after I called again for AC help, Jimmy from Ragan Maintenance, told us that who they sent on Monday was just a runner kid for BS, and that he is the only AC man for BS property AC maintenance. Both units had no Freon in them! We were not offered a refund for inconvenience, we weren't offered another property to stay in that had proper air conditioning. I don't want a 10% discount in a future booking because I will never book with BS again.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/06/30) */ Blue Swell's policy in the case of maintenance issues is for us to do all we can, within policy & reason, to accommodate the guest. Guests have a duty to report any complaint immediately and allow a reasonable time to cure. We do our best to respond to all reported issues within 24 hours. We were first made aware of an issue with the AC on 6/19/22 08:46 PM CST. This message came in after our office was closed and we put in a service order when our office opened at 8:00 AM CST. Maintenance went to the unit and did an initial troubleshooting by 06/20/22 10:27 AM CST. We were unaware that this did not resolve the AC issue until the guest contacted us again on 6/23/22 03:53 PM CST. Once we were made aware, we had an AC vendor at the unit by 5:30 PM CST who was able to resolve the issue. Our company policy is to resolve any issues as best we can. Per the Rental Agreement that the guest signed, "There are no refunds for unmet expectations, problems with the house unless they render the house useless, bad weather, natural disasters, or personal or other reasons." However, if a guest contacts our company directly about compensation, our Management Team will meet together to review their request and the circumstances surrounding their stay. This guest never reached out to our team about compensation. We would have been glad to speak with them and resolve the matter. If a guest asks for compensation for the AC not working in this home, we guarantee $50.00 for every 24 hour period that the AC is failing. In the case of this guest, they would be eligible for $250.00 compensation. We do require the guest to complete a Release Waiver before any compensation can be refunded. This waiver has been sent out to the guest at this time that this was responded to. Normally, once a guest reaches out to a channel to demand a specific dollar amount, it is considered extortion. Our company does not compensate/refund in response to threats. We do our best to attend to all reported issues and are saddened to hear that a guest considers this negligent. As shown by the timeline above, we responded in a timely manner to their needs.

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