Nicola K.
1/5
DO NOT USE THIS COMPANY !!
Their customer service was appalling, their house was dirty, broken and ill equipped. They do not deserve any of your money.
I rented a house for a week over Christmas.Initially when I was requesting information they were very responsive and keen to have me rent outside of AirBand B for a lower rate. However once they had my money all correspondence ceased. I eventually got hold of them prior to arriving and many excuses were given why no one had responded to phone calls or emails.They never answer the phone, (do NOT believe the message that says they are busy on other calls)
We arrived at the house and struggled to open the lockbox, once inside the house it was cold, no heat was on in it, no manuals or instructions were available so we had no idea how to turn heat on, work fireplace or find the wifi.
We called the agency, no answer from a live person, as usual said all staff busy with other calls.
I called Claire on her personal number but no answer ,left a message and texted. An hour later I received a reply saying she would try to find someone to help but I didn't hear again from her for for 18 hours.
The house on arrival was cold, dirty and ill equipped and had endless broken items and fixtures.
The kitchen was poorly equipped, especially for a house for 10, just 4 mugs and some assorted dishes and utensils.One saucepan lid fell apart the first time we used it. The oven trays were peeling and greasy, the oven racks coated in grease and there was nothing to clean anything with.
On arrival there was no soap in any bathroom or sink, no dishsoap or dishcloths, no dishwasher soap, kitchen brushes, bin bags, or any cleaner to clean anything with. the bathrooms had empty toilet cleaner bottles and minimal toilet paper.The kitchen lights under cabinets were all broken. The extractor fan light was missing. We had to move lamps from other rooms into the kitchen to improve lighting.There was no kitchen table or any chairs, there was a table was out on driveway in rain when we arrived .The conservatory seemed to be full of unused furniture and bedding and stank of smoke.
The rubbish bins outside were all overflowing, an ashtray full of cigarette butts outside living room window.The sink was slow to empty, and no plunger or ability to get help from agency, the kitchen windows were filthy.
The machines in the kitchen were dirty, scummy and in poor states of repair.
Anything above head height had dirt, dust and cobwebs
Old food was under the fridge when we moved it.
The dining room ceiling had large water stains on it.
In the bedrooms there were no bedside tables or lights, the mattresses had broken springs and were very soggy.The upstairs smelt of smoke and we couldn't use the bedroom with the tv because of the terrible stink of smoke.
In the bathroom's the overhead lights didn't work, in one shower the water only trickled out, the power boost didn't work. One of the bedroom toilets ran constantly.
The carpets were filthy and unpleasant to walk on in socks or barefoot.
We had arrived from abroad, tired and with one sick member of the family. To arrive to a cold, dirty poorly equipped house was miserable.To make it even worse this is where we were spending Christmas. We paid over a lot for this house, it was not suited to a short term rental, I rent frequently through air band b, many around Bedford, and this is the worst state I have ever seen in a rental property.
Most owners and agents make sure properties are clean, in working order, well stocked ,have basic necessities, owners manual and often a welcome pack.
I contacted the agency after leaving but no one has replied, I even gave them the courtesy of warning them I would post this but still no response.This is the worst customer service I have experienced. I would advise avoiding this company, they are not interested in helping their customers ,only taking their money.
