The week we were to leave on our trip some issues arose that were going to potentially prevent us from leaving. I looked on the listing to see the refund policies which clearly state no refunds. I reached out to Martin,the owner, to ask confirm this policy and ask a couple days in advance if he was able to refund any of our rental fees. He confirmed no ‘he was a shrewd businessman’ and didn’t care if I couldn’t make it- no refunds. I can think of many other ways to convey that information without being a jerk about it. No worries, we scrambled to deal with our issues and make it to leave on-time. I messaged him the day of our check-in (clearly stated on the site as the method he prefers for sending the code to check-in) that we were able to make it and please send the door code. 3 phone calls, 2 messages, 2 voicemails and several hours later he finally responds (AFTER the check-in time of our first day) and messages he didn’t think we were coming and the house isn’t cleaned. We never said we weren’t coming, only had inquired about the refund policy. If you’re keeping 100 percent of my money you can be sure I’m going to do all I can to make it to my vacation. He offered to credit us the cleaning fee as the house wasn’t cleaned or ready to check in. The beds were stripped of sheets, not enough clean towels, we had to hunt around for 20 minutes to find the proper sized sheets to make the beds ourselves. I messaged him this and he never once apologized for the miscommunication (on his part) or for the inconvenience of making beds ourselves. Martin did NOT refund our cleaning fee, and if I could have given him zero stars for communication I would have. What a jerk and a bad memory for our special occasion (anniversary) Not that the occasion matters more than giving polite and prompt customer service to a paying customer. Martin doesn’t care about your experience- only your money.
