I have a guest in my Scottsdale condo that right from the jump has been very demanding. The first e mail that I received from them upon arrival was full of petty complaints. It was hard to find in the dark, I gave them clear instructions which are easy to follow, I had also allowed them to arrive a day early as they found that they made good time driving and this would save them an extra night cost of a hotel. I should have said no and this complaint would have not been received.
They also wanted to know how long the ice cubes have been in the ice maker in the fridge and when was the last time the fridge filter was changed. I really had no idea how long the ice had been there but told them that a renter had been there a few days earlier and likely they were fresh but simply toss them out and start new. They also complained that a light bulb was burnt out. There next complaint was that I did not have a PVR on the Television and that they needed one as they like to record shows while they are out. Nowhere in my listing did it state I had a PVR, and nowhere in our correspondence did it state that they needed one or asked i I had one. I had Cox Communication come and install one. They wanted me to allow them to make changes to my service as this would allow them to contact Cox themselves and make changes, I said no! They were not happy about this.
When I was booking this stay they want to stay for two and a half months and I said I rented by full months only during the prime rental season so they reluctantly booked 3 months. Last night I received an e mail with 3 complaints. One is the downstairs condo owner plays his TV too loud during the mornings and evenings. He gets up at about 9am and goes to bed at about 9pm so there is nothing I can do about this. I suggested that they knock on his door and ask him politely if he could turn down the volume. They next complaint was that they called 911 as they witnessed a traffic accident and spend two hours talking with the police??
Then another complaint was that an inattentive driver almost ran him down while going to disposed of trash in the garbage bin. Not sure what I could do about this as he needs to look both ways as we were all taught as young children.
The last complaint is that they stated that when they arrived back to the complex last evening that the police were there as there was case of domestic violence going on. They said that this is causing them to reconsider the last two weeks of their trip ( which is a month from now)........Really? Seems like a planed event.
The question is what would you d? My rental agreement is clear, no refund for an early departure. I am concerned that if I do not comply they will write a bad review and this could cause me to lose future bookings. I really feel that complaints should be not posted unless there is some validity to the complaint, and if Home away allows such complaints I may consider a legal actions as I feel that we homeowners can be held for ransom without a valid reason, We as the paying costumer of Home Away deserve their support in help to clear up unfounded complaints.