happylittlefamily
Mouseketeer
- Joined
- Sep 9, 2010
- Messages
- 192
This is just a final update regarding my WH experience at townhouse 2526 Maneshaw that I rented in early October. Many of you know that it was NOT a good rental experience for us and in the end, I filed a complaint through vacationcentralflorida.com with Dave Robinson asking for a refund of at the very least, my cleaning fee. Here's an update to the outcome:
After a day or so, Dave responded letting me know he had received my email and was going to get back to me later that day. He was tied up in another activity, but I appreciated that he let me know he'd be contacting me later that day. We were supposed to go to Disney for MNSSHP, but it didn't end up happening. It just got too late for us to make it in enough time. I hadn't heard back from Dave that night, but I had also let him know we were not going to be home, so I didn't expect to.
On Friday, the following morning, I received an email from Dave letting me know that he was very sorry about the condition of the townhouse we stayed in and adamently stated that it was not acceptable and would get to the bottom of it. (Just a couple days before this, I saw on the vacationcentralflorida.com website that they now claim a 100% cleanliness guarantee and no longer require guests to do any departure laundry.) I am certain that many of the issues that were posted in my original thread were the cause of the sudden changes.
Anyway, in his email, he was very apologetic and generously offered to refund out entire stay, plus included a sum to cover our gas to/from the townhouse from our home. I certainly didn't expect such generousity and was grateful that he seemed genuinely interested in mediating my complaint. He sent out a check that very day by overnight mail and we received the cashier's check first thing Monday morning, as was promised by Dave.
While getting the refund was much appreciated, I was more impressed by how quickly Dave took action to defuse our complaint. I admit, I was concerned that it was going to escalate to a dispute situation through Paypal having to determine the final outcome. Instead, Dave handled it all smoothly and while standing behind his company and units, also managed to address our request with an emphasis on correcting the problem.
I'm pleased to see that the website now offers the 100% cleanliness guarantee. I hope our stay was atypical and that other guests never need to rely on such a guarantee when they book through vacationcentralflorida.com.
I want to add that I am overjoyed by the mention that they are not going to be requiring guests to do any departure laundry anymore!! Not at all for the sake of it being time consuming as a guest or an annoying chore when you are paying a cleaning fee. I, personally, would feel more confident staying somewhere that had more sanitary control over the dispursment of linens upon guest arrival. That way they can be certain what type of detergent was used, if bleach was used, the water temperature that was used, how much laundry was stuffed in a load to prevent the linens from cleaning thoroughly, etc.
Anyway, I just wanted to update on those couple of things and let you know that a happy resolution did come at the end of all of this. I think a lot of attention was brought to issues that deserved to be noticed and will now provide guests with a much happier vacation experience. I wish it had never had to happen in the first place, however, to see that so many positive changes are coming out of it for future guests makes me feel better about sharing our experience. God bless!!
After a day or so, Dave responded letting me know he had received my email and was going to get back to me later that day. He was tied up in another activity, but I appreciated that he let me know he'd be contacting me later that day. We were supposed to go to Disney for MNSSHP, but it didn't end up happening. It just got too late for us to make it in enough time. I hadn't heard back from Dave that night, but I had also let him know we were not going to be home, so I didn't expect to.
On Friday, the following morning, I received an email from Dave letting me know that he was very sorry about the condition of the townhouse we stayed in and adamently stated that it was not acceptable and would get to the bottom of it. (Just a couple days before this, I saw on the vacationcentralflorida.com website that they now claim a 100% cleanliness guarantee and no longer require guests to do any departure laundry.) I am certain that many of the issues that were posted in my original thread were the cause of the sudden changes.
Anyway, in his email, he was very apologetic and generously offered to refund out entire stay, plus included a sum to cover our gas to/from the townhouse from our home. I certainly didn't expect such generousity and was grateful that he seemed genuinely interested in mediating my complaint. He sent out a check that very day by overnight mail and we received the cashier's check first thing Monday morning, as was promised by Dave.
While getting the refund was much appreciated, I was more impressed by how quickly Dave took action to defuse our complaint. I admit, I was concerned that it was going to escalate to a dispute situation through Paypal having to determine the final outcome. Instead, Dave handled it all smoothly and while standing behind his company and units, also managed to address our request with an emphasis on correcting the problem.
I'm pleased to see that the website now offers the 100% cleanliness guarantee. I hope our stay was atypical and that other guests never need to rely on such a guarantee when they book through vacationcentralflorida.com.
I want to add that I am overjoyed by the mention that they are not going to be requiring guests to do any departure laundry anymore!! Not at all for the sake of it being time consuming as a guest or an annoying chore when you are paying a cleaning fee. I, personally, would feel more confident staying somewhere that had more sanitary control over the dispursment of linens upon guest arrival. That way they can be certain what type of detergent was used, if bleach was used, the water temperature that was used, how much laundry was stuffed in a load to prevent the linens from cleaning thoroughly, etc.
Anyway, I just wanted to update on those couple of things and let you know that a happy resolution did come at the end of all of this. I think a lot of attention was brought to issues that deserved to be noticed and will now provide guests with a much happier vacation experience. I wish it had never had to happen in the first place, however, to see that so many positive changes are coming out of it for future guests makes me feel better about sharing our experience. God bless!!
I cleaned hotel rooms in college and cleaning is hard work. Tossing in a load or two to wash on departure morning is a small effort to provice such a huge help to those that have to do the cleaning.
