As a VRBO “frequent flyer”, I have become accustom to leaving positive ratings.
Unfortunately, upon our arrival at this beautiful house we found the swimming pool water to be green. Needless to say, our grandchildren were greatly disappointed that the pool was not usable and represented a health hazard.
We promptly called Jeeves, the maintenance provider for Stay Villatel to report the issue. We learned that the house keeping personnel had reported the issue earlier in the afternoon. Jeeves indicated that the pool company had been contacted twice about the issue and that it would be addressed.
On Sunday, we contacted Stay Villatel where we were told that the pool company is closed on Sunday and pool service was not anticipated. We purchased multiple gallons of shock and added to pool in an attempt to begin cleaning the pool water.
On Monday, we contracted Jeeves at 8:00 in the morning and were informed that the pool company does not open until 9:00 but that they would have the pool company provide service. A call at noon to Jeeves revealed that the pool company was not responding to phone calls. Finally, at 4:00PM, the pool company arrived, added a high volume of shock to the pool and changed an extremely dirty filter cartridge.
Tuesday morning, the pool company returned to provide additional service and to scrub the pool walls. The pool was finally available for use Tuesday afternoon.
We fully understand that maintaining pools in Florida can be a challenge, our issue is that Stay Villatel, Jeeves and the pool company failed to provide prompt corrective action which is rightfully anticipated when renting luxury homes.
Stay Villatel did refund the upcharge of $280 for pool and Spa heat as an offer to compensate for their failure to provide the proper level of service.
Regarding Ratings, we give the home and its location a five but the lack of prompt service on the pool issue a zero resulting in a rating of 2.5.