2/10 – Ungenügend
John g.
27. Juli 2019
Gut: Lage
Verbesserungswürdig: Check-in, Kommunikation und Genauigkeit des Onlineauftritts
No hot water, malfunctioning toilet piping system backing-up into the bathtub
We arrived on evening of Tue July 9th.
Guilherme showed us the apartment. He pointed out the water line to the toilet flush needs to be manually opened before use and closed after use. After a few uses we discovered the whole plumbing system in the bathroom was bad, whereby the drains of the bathtub/shower, the toilet and the sink were all connected to a pump in between the bathroom and the master bedroom that went off intermittently with a loud noise every time water was turned on in the bathroom.
We discovered there was no hot water due to a faulty water heater. I informed the property contacts sending them pictures of the water heater. Guided by their text replies I tried to diagnose but I didnt get far. They informed me they would look into it the next day. We all took cold showers and went to sleep.
On Wed July 10th we used the bathroom again in the morning and noticed the pump getting noisier. We only used toilet paper and flushable wipes as directed by the owner. I checked the pump in the back of the bathroom and noticed it was leaking.
We went out for breakfast and errands and came back around 1pm. The water heater was still not working. We used the bathroom one more time and that is when the whole system malfunctioned and the toilet water backed up into the bathtub. It was extremely disgusting.
I contacted the property contact (Diogo) straight away and informed him of the situation, sending him pictures of the backed up water i the bathtub. He told me it was clogged and started asking what kind of material we were flushing down the toilet. I informed him the whole situation was completely unacceptable: a broken water heater making us take cold showers, and a broken piping system that malfunctioned after only a few uses. I asked him to move us to another apartment, as they should have ensured working systems and infrastructure prior to our arrival. I did not get a satisfactory response and therefore booked another hotel and checked out at 1:30pm on Wed July 10th, two days ahead of schedule.
I am extremely disappointed by the way we have been treated. I should not have been put in a situation in which I am diagnosing and repairing their systems in the middle of the night on arrival.
I expect working infrastructure on arrival.
They informed me it was our fault their piping clogged. This is a total scam, making the customer pay for their faulty systems.
This experience was a setback to our schedule and stress to our vacation.
John g.
Aufenthalt von 3 Nächten im Juli 2019
