The positive reviews of this place are correct, so I won't repeat what they say. The home is pretty nice, and it has spectacular views. A few things could have been cleaner (particularly in the kitchen: the teapot on the stove had a layer of thick scunge all over the inside, you could see streak marks where counters and tables had been wiped, indicating they hadn't used a clean rag, and a lot of the dishes that had been put away needed to be washed before we could use them), and there are notes all over the house asking you to clean things yourself (worthy of note were requests to squeegee the shower doors after every use and to start a load of towels in the washing machine before we left. Seriously? We were on vacation and paying a $175 cleaning fee.) But! I can live with that. What really detracted from our enjoyment of the home were our dealings with the property management company while we were there (as opposed to our pre-trip dealings, which were fine).
Knowing what time you will arrive on Orcas Island can be a challenge, given traffic, the ferry schedule, and the chance of potentially missing one of the busier ferries. For that reason, we picked an early afternoon ferry, so that we could make another reasonably timed one if we missed the first. We made the first, and arrived on the island around 2:00 pm, with a check in time of 4:00 pm. I called to see if we might check in a little early, and was immediately told no, because the home was in the process of being cleaned. Fair enough.
We killed time with a very cranky one year old who was missing her nap (and ended up stung by a yellow jacket on top of it - the island is swarming with yellow jackets late August), and arrived at the home around 3:45 with no cleaners in sight and approximately 20 dead insects strewn about the home, looking as if they had died midair and fallen to the ground. Not what you would expect if the home had JUST been cleaned. I decided to call to make sure a bug bomb or something hadn't been let off, since the aforementioned one year old crawls around and is prone to putting various strange objects in her mouth.
Determining who to call was a challenge; two numbers are provided for two different times of day, but they come with a finite list of things you are allowed to call about (basically, emergencies only). But, there was no non-emergency number provided (did I mention I am unimpressed with their customer service?). So, I plunged ahead with an emergency number. Imagine my surprise when the explanation I received was that the house had been cleaned several days prior, and the insects died from the cold nighttime temperatures.
So, basically, the company has an annoying, inflexible policy of not allowing even slightly early check ins, even if the home is otherwise ready to go, but doesn't want you to know they have an annoying, inflexible policy, so they blatantly lie to you and insist that the home is being cleaned. To make matters worse, I voiced disappointment over how this was handled both over the phone in my initial call and in a comment card left in the home, and have not received an apology or explanation. Thus, this review. For the amount of money we four adults (plus one baby) spent renting the home (over $2000 for four nights) we could have stayed at a really nice hotel, where we likely could have expected much better customer service.
Esta opinión es la opinión subjetiva de un miembro de TripAdvisor, no de TripAdvisor LLC.
10 sep 2013
We are sorry that you did not enjoy your time on Orcas Island. The many other reviews that we have receive, both for this home and for the others we represent, are uniformly very positive. We understand that it is difficult to travel with a 1 year old and we do wish we had more flexibility in regard to your check in and out times, but we simply cannot extend an early check-in during the summer. We usually have back to back bookings and must allow our staff adequate time to prepare the home. The comments made on the phone to you are surprising given our attention to guest satisfaction; unfortunately, I was not aware of this conversation and I extend our sincere apology for your discomfort.
Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC