TurnKey Vacation Rentals
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Bad customer service in the end
I’ll preface by stating I rarely write reviews. I’m easily content. My family has two air b n b’s and they get odd reviews and complaints. But this experience has been extremely disappointing. I’ll try and keep it simple. We had a bad experience with a unique water pipe burst on our 2nd night at 11pm that was pouring water for 30 minutes non stop out of the bottom of the bathroom sink. Firefighters couldn’t get it to stop for 20 minutes after we called them immediately. Finally a plumber did and fixed the issue around midnight. We were able to use our own blankets to stop some of the 2 inches of water from ruining more of the house. But water damage was extensive and ruined the bedroom floor plus some of the living room. Our kids were woken by all the chaos and the firefighters trying to turn off the water outside their bedroom window plus draining the water out as much as they could. We finally tried to sleep at 1am on a mattress on the floor in the living room/kitchen. This was a result of the night before getting no sleep because the bed squeaks with any slight movement due to a bad box spring set up. A complaint and a previous review stated this already so I thought it would’ve been fixed on our stay. It was beyond annoying. Then in the morning we asked for an extra hour to check out since we had the nightmare night before (11am instead of 10am) and they said No. Our kids were miserable cuz they had bad sleep and we didn’t sleep well and now they can’t give us an hour extra? They needed to clean and rent out the ruined home which shouldn’t be rented till fixed? Then when they had a chance to make up for all this they said they could only refund $50 since we slept there still. I assume the $50 was for our ruined blankets. I said this was unacceptable and they then offered $20 more. Terrible customer service after we saved this home from a lot of damage acting quickly and didn’t just try and leave at midnight to get to a hotel (which would’ve cost them more as well). Turnkey Vacation Rentals (who manages this property) has been very unprofessional and someone who I will never rent from again. Air b & b stepped in finally and paid us HALF of 1 nightly rate plus service fees. At this point it wasn’t about the $. It was principle that we had our trip ruined and they wanted to do nothing about it. This unit was cute but the management failed to fix the previous reviews complaints and then they botched making things right after the disaster. They may not fix the now moldy bathroom and bedroom floors that were saturated with water (an inch to two inches) so beware. They didn’t listen to previous issues so I wouldn’t expect them to listen to this review. They were lucky we acted quickly and this occurred while we were home. The plumber said the pipes were very old and should’ve been checked to avoid this.