Wow. What a review. I'm truly sorry that the family found the house to be so trying. Some of the critiques were justified, some less so. Importantly, we were never given the opportunity to remedy or explain any of the issues beyond the hot tub. We ask our renters to work with us. Houses can be quirky, and getting familiar with a different house can be challenging.
A few points:
-- The hot tub is serviced monthly, and kept in good working order. Over the holiday season, we had a checkout in the morning (who gave us five stars) and these tenants arrived that afternoon. As soon as we heard something was amiss, Wolfgang Spa was contacted and came the next day and immediately remedied the situation.
-- The washing machine was the biggest surprise. We haven't had a problem previously and were never given the opportunity to troubleshoot or remedy the situation. If we had been contacted, we would have arranged for someone to take the laundry and service it at another location. We care about our renters' experience.
The machine is an LG top of the line model, brand new and on a five year service contract. On looking up the error code, it seems that there may be a kinked hose or water/filter obstruction, which may or may not be easily fixed. It's 24 hours later, and we are investigating the problem and have called to schedule service.
— The plumbing issues wrt the toilet will be investigated and fixed.
—The wireless base station password in the VRBO website hospitality section was missing a letter, and has been corrected. As a backup, the password is always on the desk in the den closet/alcove, and in plain site.
— Some of the items, such as about the dishes/dishwasher and fire wood, we’ve never heard previously; others we rectified immediately. We ordered a new DVD player, and new dining room chairs that won't be given to shrinkage, as wood is, in the New Mexico environment.
— The LED oven temperature readout on the relatively new Kenmore stove is frustrating for me, also. The stove, otherwise, operates very, very nicely. It is an issue that is very, very expensive to fix. We are looking into alternatives that won’t require, from an economic perspective, the replacement of the entire stove.
In summary, we attempt to present our renters with a clean, fully operational vacation home. Sometimes things happen, and for that, we ask that our renters notify us and work with us. You will always find us to be responsive.
