TurnKey Vacation Rentals
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BEWARE! Never again...
I wish I could say that I had a fabulous trip but this was by far worst Airbnb experience since 2017. If the owner or Turnkey would have handled this in a manner where they valued your customer experience, time and money then the review would reflect differently. Rented a house in Palm Springs, Ca. Upon arrival the A/C would not work; would not go below 80 degrees. Called Turnkey for help. Soonest could have someone come out was 9:30-11 pm at night which we were not comfortable with having someone there that late at night. So we had to go to Lowes to buy a fan. Magically the A/C began to work hours later as if someone had remotely taken off the master controls and set schedule or override. The Hot Tub was a hue of green on the bottom from not being cleaned. Needless to say did not get in it. The Pool/Spa lights did not work. Again called Turnkey and put in a work order request. Before pool lights issues were fixed we had a kitchen sink flooding issue which we tried to make dinner. Again called Turnkey for yet another work order request. Still at this point not one representative from Turnkey bothered to physically come to the property, personally call with an apology or since or this being an urgent mater to show any ounce of remorse for all the issues been dealing with since our arrival. Finally the pool man shows up 7-8 pm to let us know its a faulty switch and had to get approval before could come back and replace it. Which never got replaced while we were there. So they never completed fixing that issue. And we never received a call from Turnkey asking if that issue was resolved and addressed. So again no follow through from Turnkey just like with the A/C. Get an update about the plumbing the soonest a plumber could be out would not be until after 11:30 pm at night. Once again not acceptable with us. This is our vacation which we had already waited for a pool man to come by since 8am now they want us to stay awake and let some strange man come into the house that late at night and be there for who knows how long to repair it??? Evidently this is acceptable behavior to Turnkey and the owner for the guest to have to accommodate this type of inconvenience and unprofessional behavior. I have never encountered a company where they expect and make it feel as if it is the customer's fault an issue isn't resolved because I do not find it professional or acceptable to have a unannounced, unaffiliated vendor come to the house that late at night. We asked for late check out since we really had not been able to enjoy our time as we had hopped and the request was denied. Really?!? After all we had gone through? This place already had a later check in and early check out then most rentals. I requested for management to contact us several difference times throughout our stay which never happened. When I returned home I had to call and demand to speak with manager. When finally spoke with the manager Kim she was the worst employee I had dealt with with Turnkey. And I had dealt with a number of different employees over the course of 5 days trying to get this resolved. It was clear that they do not pride themselves on customer service or experience. After all this the compensation for my inconveniences was worth to them $55.00. I spent over $1300 on a rental with a $225 cleaning fee with numerous issues and inconveniences with maintenance people coming ever day of the short weekend stay. $55 doesn't cover the cost of dinner had to order out since we had no working sink or the fan had to go buy to stay cool. Worst part of all I confirmed the owner was aware of this issue and didn't bother to reach out directly to us with an apology or anything. BEWARE!!! That is what you can expect to happen should you be the unfortunate ones to be there when something goes wrong.