Complaint Breaking of contract and poor service On May 12, we received notification of a confirmed rental agreement for a house in Florida and we made a deposit of $ 375.00 Confirmation # XXXXXXX. When I went to make my final payment, I was told that the house was no longer available. We had to madly search for another home to rent. They did find us another home but one of our requirements was child safety locks on doors. (this was not provided) Although they did in stall the day after our arrival we could have had a serious accident in the meantime. The night of our arrival a smoke detector was going off in one the upstairs bedrooms. They did nothing. We had to call 911 and the fire department came out and fixed. We had an infestion of flys in the gameroom. Could not even let the kids play in there. We had red ants in 2 of the bathrooms. Linen was not supplied for all of the 10 people staying in the house. Also part of the problem was since they broke their original contract, ********* our contact rented through another management company that she said was her friend so her hands were tied with a lot of these problems. We were told the other management company was Villas 4 Less. We were also told there was no grill, so we had to rent one. But it turns out there was a grill. When we questioned that she said it was considered sub standard but would refund on rental money for the grill. Never did No matter who the actual manager is, our contract was with Stoneman Villas and they should have handled everything. Our rental was from July 31 - checking out August 7. When Stoneman finally gave us the phone number of the real management company, They hung up on us. Very unprofessional all the way around
Desired Settlement At lease half of our money $725.00
Business' Initial Response A booking was made with the complainant's daughter for a home on Watersong Resort on May 12 2013. Booking Confirmation Number XXXXXXX
Unfortunately the owner of the home refused the booking despite our contract with him as he received a "better offer". As the owner of the home (who we no longer work with because of this and similar issues) we had to concede to his request to move the booking and we informed the guest on June 6 and sent her two options of homes that would be of a comparable standard for the same price. As we had no homes in our own inventory we used one of our contacts within the area for another home. This is a company that we have worked with for many years without a problem. All their homes are also well maintained and we have had no complaints.
The family chose the option on Arcadia Estates due to the quality of the neighborhood and the home. At no time was there a mention of "child safety locks on doors" in any of the emails from the guest, but in accordance with Florida Statutes the home had a child security fence across the pool. This removes the obligation for child alarms on the doors but despite this the managers sent someone the evening of the guest's arrival to check the fence was in place and eventually agreed to place more locks on the doors for the guest's peace of mind as the guest felt her 3 year old would be able to open the doors and remove the child-proof safety fence to get to the pool. The same evening I received another call at approximately 8.30 p.m. to say the smoke alarm was suddenly going off. This happens on occasion due to a failed battery so I contacted the company to arrange to go around and they said they would telephone the guest to arrange because of the time. The guest did not pick up the phone so they were unable to arrange anything with her. I had also tried to ring and did not receive a response as the guest had already contacted the fire department to deal with the matter. I gave the guest the number for the management company on the night of her arrival in the home as I had no problem with her having that number We were totally surprised about the flies as they were not present when we did our quality check of the home before the guest arrival and there was no complaint about flies from the guests until the evening of August 1 2013. There are any number of reasons why these may have appeared with perhaps food being left in the games room by the guests or the doors being left open with the lights on. As I understand it the manager went the following morning to check that the room was clear for them as it is not classed as an emergency. At no time were red ants, a lack of linens or any other complaints made by any of the guests during the rest of their 8 day stay. With regards to the grill. I was informed by the manager that the grill at the home was not in good condition so they did not recommend the guests use it. The manger does not benefit at all from hiring out grills but uses an outside company to offer it as a service to his guests so that they have clean and good quality equipment during their stay. The guests did actually use these services for strollers and bed rails for the children so the grill was given to them for a reduced fee of $55 for the whole stay as opposed to the normal hire charge of $95 for 7 days as a concession. The refund was a genuine oversight but if the guest had contacted us that would have been done immediately. That will now be done today.
Email evidence can be produced if necessary to show this statement to be an accurate account of the events in question.
Stoneman Vacation Villas goes to great lengths to ensure the comfort of our guests and we honestly believe that every complaint was dealt with politely, efficiently and within a reasonable time limit so we do not feel a refund is a fair request under these circumstances.
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