We arrived right at check in time and noticed trash and food all over the lawn, when we got to the door we found a single housekeeper trying to clean a TRASHED house. The people before us DESTROYED this place. Holes in the wall, pictures knocked down, pool full of urine, etc. It was not easy to get ahold of management but we did eventually. Also had issues at gate as they only put a few peoples name on the check in list so some of our party was stuck at the gate for close to an hour going back and forth with management trying to get them in.
It took the housekeeper 3-4 hours to have it decently clean and a pool cleaning company had to work on the pool, we were told it was the most urine he had seen in a pool. We had groceries scheduled to be delivered at 5, dining reservations that we had to cancel and a group of 20ish people waiting out in our cars for hours for the house to get ready. Most of us had driven 16+ hours to get here and were not prepared to go anywhere but this house to get showered and around. Housekeeper was very kind, but she needed some help. This house desperately needs a deep clean. They charge a large cleaning fee, it should cover more than one housekeeper.
I sent management over 30 photos of damage that was done prior to us to ensure we didn’t get charged as the check-in paper had directed. Some of the items remained broken and some they did send maintenance to fix up the following day, he was there LATE.
The game room/garage is not air conditioned and is HOT. When my adult son plugged in the air hockey table he was slightly electrocuted, the cord had been BITTEN and wires exposed. We didn’t use this area much at all.
Hot tub was missing a corner brick, outdoor couch was missing cushions and moldy. Indoor couch needs replaced. Air filter had an inch of dust and dirt around.
First day of rain the ceiling began leaking. I made contact and didn’t hear back all day. The second day of rain it poured through the ceiling, they arrived to fix it as we were trying to check out.
The whole gated community seems to be tons of rental houses. There were many late night parties all around. Nothing got too crazy, but was noisy.
We had talked to management who promised us compensation for the many issues we had. We were told we had to wait until we checked out and now we have been a month we still don’t have anything. We were told to expect an email but still nothing.