The HVAC system is scheduled to be replaced on 8/15/18. Hopefully this will not happen again.
On 7/17/18 we received the first notice of an issue via 6:52PM voicemail stating that the AC was blowing hot and returned the call at 7:16 PM. We were able to secure and meet a HVAC repairman at 9:15 PM. One of the guests stated that they got off the boat at 4:30 PM and that it was blowing cold before they left. The repairman had it fixed by 9:30 PM.
I placed 2 portable units in the house to cool the house down while the HVAC caught up. I apologized to the guests for the inconvenience and told the gentleman who called I would call him tomorrow to discuss a discount for the period of their rental the HVAC wasn't working. Wrote a check to the repairman and left the property at 9:46 PM.
On 7/18/18 at 12:01 PM I called and left a voicemail asking if the HVAC system was working and to discuss a discount.
I never got a call back from the guest. Upon checkout there were several items missing and clear violations of the house rules.
We considered filing a VRBO damage claim but decided against it in light of the HVAC unexpectedly failing.
Two weeks later on 7/30/18 at 7:51 PM I received an email from the renter stating, "...you talked about a refund of some sort because of the HVAC system going down. I couldn't remember the actual details of the conversation." At 8:30 PM I returned his email asking for his address to mail $250 in VISA gift cards. At 1:15 PM on 7/31/18 I received an email with the address. I mailed the gift cards that night.
Today, 8/10/18 the property received a 4 star review asking for 10% of a $1,991 rental.
We make every effort to ensure renters have nothing but the best experience. My cell phone is included in the email with directions and access instructions as well as in the guest book for 24/7 assistance. If there is ever an issue with the property I ask that the guest contact me as soon as it happens. This HVAC was fixed in less than 3 hours. Had the call been placed earlier in the day I am certain the issue could have been resolved earlier. This property has two screened in porches (one attached to the house and one on top of the boathouse) and we have it sprayed regularly for bugs to ensure as few of natures pests as possible. We care for our guests, did everything we could to assist, honored our promise in providing a large refund, and are very disappointed by this our only non-five star review.
-Joe
