4/10 – Mangelhaft
Neil T.
21. Juni 2021
Great location / property - Pool / spa not working properly / Weak Management Response
Our family arrived at the property looking forward to a week of swimming and fun. The pool sweep was still in the pool and we called Turnkey to ask if we were to remove it ourselves and they stated that they would call the pool service. When the pool service arrived he started to work on the pool systems for approximately 1 hour and then poured chlorine in to the pool and told us Not to swim for approximately 2-3 hours. This was a huge disappointment for our kids as they were waiting to swim.
In the only room downstairs the TV wasn't working and know it may sound small but, when you are going to bed, one of the best things is to watch TV. The TV did not work all week and the Turnkey staff were all very friendly when we called but, found out that if they were unable to resolve your issue over the phone that they would refer your question to a local team. Turnkey stated that the local service team would call us but all they did was send a text to try and fix the TV. The last text received "The TV is unable to be fixed, sorry for your inconvenience and will compensate you". To date we have received no compensation.
Three days in to our stay we noticed that the pool water was looking cloudy and dirty and Two of our children’s faces developed a rash. That night we tried to enjoy the spa and turn on the jets and nothing would work and emailed Turnkey and requested a manager to contact us regarding the TV, pool / spa.
Please see below response from Turnkey:
Hi Neil,
Thank you for reaching out and I'll be happy to assist you. I'm sorry to hear that the pool was not working properly during your stay and I sincerely apologize for the inconvenience this may have caused you. Certainly, this is not how we wanted your experience with us to be.
Please be informed that I've communicated your concern to our home care team with a ticket number of 10364501 and someone from our team will be in touch with you before 6 PM today.
We waited all night for a call per the email response from Turnkey but never received.
We called Turnkey management in the morning and they sent the pool service out to find out what the issues were with the pool / spa and dirty pool water. While the pool service was working on the pool I spoke with them asking what was the reason that the spa wouldn’t work and the pool water was cloudy and he stated that the rings on the pump were worn out and needed to be replaced and that he would have to order the parts. Unfortunately, the poo
Neil T.
Aufenthalt von 7 Nächten im Juni 2021