It's a shame I am having to post a review. We recently booked a 2 night stay in order for us to attend a friend's wedding. We had our parents stay with us so they could babysit our 2 children under 3 years old while we attended the wedding. On Friday night, we were at rehearsal dinner until 10pm. We settled down around 11pm and proceeded to get ready for bed. When we pulled back the sheets of the freshly made bed, we found a used/open CONDOM inside the bedsheets. We were horrified to say the least. My wife immediately emailed the management company and took a picture. She took one picture and I cleaned up the condom myself. We didn't think it necessary to document any further. We were so disgusted and we just wanted to get rid of it. Every bedroom had sleeping people in it and there were no extra sheets in the house, leaving us to spend our night on the couch and getting poor sleep. My wife then had to do the laundry the next morning.
The next morning my wife spoke with the management company. In the conversation, the owner asked my wife if she would like to leave immediately and receive a refund. Because we had the wedding to attend that night, along with having 4 other people besides my wife and myself, my wife said no. Upon my wife saying no, the owner said the company would be conducting an investigation. Why would we lie about something like this?
However, we do understand a business must do their due diligence and we respected them and their time. The owner said she would follow up with us at 10am on Monday. We respected her and her investigation and did not reach out in the interim. Unfortunately, people do make false claims and businesses must protect themselves against this practice.
On Monday at 10am, we were told they were still conducting their investigation. They told us they would call with answers when they completed their due diligence. Again, we respected their time.
By Tuesday morning, we had not received a call. My wife was forced to follow up again. Tuesday afternoon, we received an email - no phone call. In the email, the owner mentioned what happened as an "allegation" multiple times, she cited proof of the laundry being taken to the cleaners, she spoke of how the cleaning company has never had an issue like this in over 10 years, and she never once acknowledged how this experience made us feel. It was clear her mind was made up we were making false claims. She cited lack of evidence although she received a picture.
Rather than spending her time trying to make this mistake right, she spent her time trying to prove us out to be liars.
The owner feels attacked. To be fair, this is a shocking occurrence to wake up to on a Saturday morning. And she is protecting her business. However, the way this has been handled has been one of divisiveness and it is a shame. From the outset of the initial conversation, I don't think she ever believed us.
This has escalated way farther than it should have. I'm sure we could have handled the situation better in certain ways. Notably through our communication and logging of evidence. Our intention was not to bash this company. We just wanted to be made whole after our dreadful Friday night. The owner offered to comp the cleaning fee, which is 1/2 of one night's stay. She believes this is her going above and beyond. We do not feel this is sufficient. We don't feel heard or believed, and that is worse than any amount of lost money. Again, why would we lie about something like this?
We fought for comping one night's stay. This would be a sacrifice by both parties and is a reasonable solution. We chose to stay Saturday and we should pay for that night. Again, we just wanted this to be resolved so we could move on. Now we are halfway through the following week and are having to write reviews in order to inform other owners/renters of our situation.
This has become a he said/she said situation and it truly saddens me that arguing on Google is where we are. What a shame. My hope is we can find an amicable solution with the owner and take our...
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