Summer dream home more like summer nightmare home
We never write any review of any product or stay as we’re usually happy and easy going and when there is an issue, most of the time there is a resolution or compromise. This time we felt that due to the lack of empathy from Pristine Properties Vacation Rentals, we needed to expose them.
First of all, the house is beautiful and the employees at Pristine Properties Vacation Rentals (especially Sherry) are polite and friendly. However, their hands are tied by management (Justin) and their policy.
The issues started as we first walked into the house (around 7:30pm). The master bedroom bed had no comforter or blanket (just sheets) and the in-law suite had no heat or very little (it was about 55 to 60 degree). We called the after hour emergency; they said that the comforter was dirty and was sent to the dry cleaner and that we should get it the next day. How hard would it have been for them to replace it before we got there? As a result, we had to put all the kids in the same room for the 1st night. As for the lack of heat they sent a technician. The technician was surprised that very little or no heat came out of the register vent and mentioned that without tearing the house apart, he couldn’t fix the issue. In his opinion, it was an issue with one of the ducts. We ended up using a space heater all week which was noisy and bright. We also realised that most of the TVs were not working. Not the best first impression so far.
On day 2, we called Pristine Properties Vacation Rentals to discuss the above issues. They offered to move us to another house but we would have to pay a higher rate. We obviously refused as it doesn’t make sense to pay more in order to get what we already paid for. Our desire was to get moved us to an equal or better house at no extra charge (would still need to put up with all of the inconveniences) or to get some kind of compensation. They flat out refused because of their policy statement and the fact that they didn’t own the house…they were just the property manager. We therefore asked for the owner contact info but that was also against their policy!?
They brought us back the comforter (thank you, we could then use all of the bedrooms). Their employee (very polite and friendly) came twice for the TV but couldn’t do much. Of course, it wasn’t their fault, it was the utility company. The utility company also came twice and by the end of the week we could finally use the TVs. The house came with 5 TVs as per the description and other that the last 2 days, we had either none of them working or a maximum of 2. Luckily for us, any Pristine Properties Vacation Rentals come with a card for unlimited DVD rentals at their office. Off we go to their office only to find out that their DVD rental machine was out of order. Again, not their fault and they were waiting for a technician. At least it was nice to know that the broken things were not only at the house. It took them a few days to get it working again.
The microwave didn’t work either; again not their fault as they are not the owner and their policy statement is clear. They did bring us a countertop (thank you) and they also sent a technician to look at the defective microwave. They said it was defective (really!?) and that they would have to come back to take it with them. We asked them not to come back until we were gone as the countertop was fine and that we had enough visitors already. We had a total of 9 visitors during our 7 days stay!?
The beach chairs were rusted out and broke when we tried to open them. Not their fault (I guess they rusted overnight) and they brought us 4 new beach chairs (thank you).
The cleaning wasn’t the best either; the rug in the living room wasn’t vacuumed properly, my wife made the mistake to sit down and when she got up her black pants were basically white from dog’s hair. We tried to vacuum the rug but, as you guessed it, the vacuum cleaner wasn’t working (i.e. no suction at all). We called Pristine Properties Vacation Rentals to let them know and they offered to send somebody to vacuum it (they would also talk to the owner for a new vacuum cleaner). We refused as we already had little privacy from all the visitors they sent. We just wanted to make sure this would be fixed for the next guest; but I seriously doubt it.
So there it is: no TVs, no heat in the in-law room, no microwave, missing comforter, rusted out beach chairs, dog’s hair on the rug, broken vacuum cleaner, 9 visitors and a property management that tries to be reactive as opposed to being proactive while hiding behind the owner or their strict policies. I only talked to management (Justin) once as he wouldn’t return my call and was never available. Probably better because he wouldn’t consider any resolution and totally lacked empathy.
If you rent from Pristine Properties Vacation Rentals; don’t say that you haven’t been warned!