Deluxe Cabin with Hot Tub SKI LEASE

I am always interested in constructive comments so that I can improve the experience of my clients. Regarding the comments above, It is amazing how some people feel empowered by the anonymity of the internet to smear others.

I have used my cleaners for over a year had have only had excellent feed back from clients, including the ones immediately preceding. In addition, the prior clients left a handwritten note stating that they had washed the sheets and cleaned the house, and then followed up with a text message stating how much they enjoyed their stay and would like to return next year. Nonetheless, my cleaner took nothing for granted and did a full cleaning—again—prior to the arrival of Karen’s party. So the house was cleaned not once but twice for her. So you can imagine my surprise when she called and complained about the cleaning.

I received a call from Karen shortly after her arrival. She immediately asked for a refund of the cleaning fee, which I found odd, never having had such request before. I asked my cleaner to stop by to assess. The house was in order and he found the party seated at dinner and clearly enjoying themselves.There was no cleaning going on or any evidence that the clients had been cleaning.

The cleaner found the hot tub clean and in working order. Karen could not have known, however, that the hot tub, had just required major servicing which included—yes—a complete change of water in the tub.

Regarding the fridge. No repairs were done and two sets of clients since Karen have had no complaints. Need I say more? Perhaps one of the Karen's guests left the fridge door slightly ajar over night or altered the temperature setting in the wrong direction.

The only true comment made by the writer is that the house is for sale. As it turns out, the realtor happened to stop by for a visit to inspect the home for a showing. She, like the departing guests, was so impressed with the house that she left the following handwritten note: “Thank you for having the house look so good!”

I suppose that if I had agreed to refund the entire cleaning deposit that I could have bought the silence of Karen and party but I don’t appreciate being bullied and, as a matter of principle, don't respond to such tactics, especially when the complaints are without merit.

I regret that this client was dissatisfied and hope that my response will provide some perspective on the situation.

With respect to the security deposit. I do cash them. I have had the unfortunate experience where a client caused substantial damage, and then stopped payment on the security deposit check. I ultimately had to go to court to (with all the additional expense and time) to be vindicated. Prior to the preceding experience I never cashed security deposit checks but, learning from my experience, I do now. I never told the client her check would not be cashed and please note that she did receive her refund in 2-4 weeks, as promised.

The misunderstanding concerning the apartment was that her friend was supposed to reference the client in her inquiry for rental of the apartment and did not. I only rent the apartment and main cabin simultaneously to friends and when both parties are agreeable. Not realizing that it was the client's friend making the inquiry I initially declined the request for rental of the apartment. This is, perhaps, the "poor communication and inconsistent information" referred to.

Regarding the refrigerator issue, the client is correct. I did charge her for the service charge. She was advised in advance that this could occur if a repair technician found no equipment malfunction. It is not uncommon for clients to omit reading operating instructions or to fail do basic trouble shooting that one would do in one's own home. A professional technician confirmed in writing that both dishwasher and fridge were in working order. Perhaps the client had unreasonable expectations regarding refrigerator temperature. Each service charge is costly and, when unwarranted, is unfair to the owner and to other clients as rates ultimately increase to cover such needless expenses.

What the client failed to mention was that our written agreement called for only one pet and she had two on the premises. The agreement expressly states that the client will forfeit the entire security deposit if more than the agreed upon number of persons or pets are allowed on the premises. As there was no significant damage I did not invoke this clause. By right, I could have kept the entire security deposit AND charged her for the needless service visit. Instead, I charged her only for my out-of-pocket costs. I thought this was quite generous and my thanks for this kindness is the letter above.