Vacationhomehelp Recensioni 3

Your Posted Reviews
Vacation Home Help LLC
03/09/2021

My wife and I own a town home in Emerald Island Resort in Kissimmee, FL. After meeting John, the owner in April 2018, we were convinced we could manage the property ourselves and entrust cleaning and onsite service to Vacation Home Help. The most important quality to us was that our property would be clean and ready for our guest's arrival. Vacation Home Help has never let us down. We have had many guests in their reviews on HomeAway comment on the cleanliness of our home. So we have been thrilled with the cleaning crew John has been providing. It is nice not worrying about the property being nice and clean for guests. Vacation Home Help is very timely on our turnaround days by getting in when guests leave at 10 AM and having it ready for check in at 4 PM. Being in New Mexico, we have had to rely on John taking care of items that we could not, like recommending plumbers and AC service people (very good companies that come out quickly and reasonable prices as well). He also has had to go pick up and replace a TV that quit working while guests were in our property. John's prices are very reasonable as well. I am very glad we discovered Vacation Home Help and the owner, John. I recommended Vacation Home Help to another owner I met while visiting our property who was unhappy with his cleaners.

We took on VHH in Oct 2019, John was great, very personable and helpful, meeting us and marketing VHH as a property management company. To begin with there were no issues, however, things went downhill resulting in us having to remove the company in Feb 2021 (bear in mind COVID-19 meant the villa was empty for 10 months in 2020 so really we got 3 months of great service, including good cleans, repairs and good property management, then the last 3 months of a VERY poor service. These are some issues we encountered;

We were told they were busy after COVID so inspections stopped - surely not my problem? The price included inspections

The cleaners were different each time after COVID so the cleans had the bare minimum done just to avoid complaints, including rolling up our floor rugs and dumping them in the closet to avoid having to vacuum them

The cleaners were careless with a Clorox-type product and almost every black comforter in the villa was bleach-stained (we have 2 for each bed so there are 12 I have had to replace; this has cost me hundreds of $)

We had to cancel a booking as the cleaner told us the dryer was not working so she couldn’t launder. We had All Set Appliances out who said the dryer was working fine so I lost a booking, damaged my host reputation for cancelling, lost a week’s income and was charged $30 to get the vendor out to tell me the cleaner had told us was untrue, the dryer back was brand new & only used since Dec 20, there was no dryer issue. After this VHH had the cheek to complain there was a lot of back and forth with my clean, if the cleaner turned the dryer knob there wouldn’t have been!

I paid for a pest spray from VHH in December 2020 yet in February 2021 a guest reported and anthill under a bed. Clearly the spray had not been done properly & the cleaners were not cleaning under beds to miss an anthill crawling with ants

We had a brand new couch in July 2018, it was still in perfect condition in October 2019 when we handed the villa to VHH, its now trashed yet we never had a report of damage to claim on a guest. When I challenged VHH they claimed it’s a rubbish couch that must have been peeling from day 1. The couch had been perfect through many guests & two visits ourselves until VHH took over. Clearly a guest damaged the couch, yet VHH failed to report this so we could claim against our deposit

VHH charged me for removal of a glass coffee table a guest smashed, only for me to visit and find the smashed glass dumped between the pool heater and the villa

There were issues with the Resort Cleaning website the VHH choose to use. It is supposed to pick up from booking sites the stays, I got emails telling me the stay was picked up & the clean booked, yet some glitch meant VHH had not got the clean booked. A rude lady called Yaya decided to email & tell me this must be my fault; I should be checking the website VHH force on me for errors!

VHH were late for appointments, failed to dress towel rails, dumping towels in closets instead, threw dirty table cloths in the closet so they didn’t have to wash them

I had bad reviews for the cleanliness of the property, guests reported finding used band aids, discarded masks, food left in the fridge, dirty & broken items, yet VHH had not reported any damage to me

VHH took my licenses that I posted out via tracked, signed for postal service and confirmed to me by email they had put them on display but I found only one has been put on display

You can see from the list above, they simply have dropped the ball and I’m sure they will respond and find a mass of reasons why they are blameless for everything; however, this is not the case. VHH are not living up to the expectations set when John came out

Fortunately, I had enough of VHH and had already interviewed new companies as once I started to kick back to VHH and challenge why they were not doing what they should i.e. Cleaning our villa properly and reporting damages to us, their response was that perhaps we should look for another company. I have spent a fortune now replacing the comforters with Clorox damage, spraying, replacing damaged furniture and getting the villa back into good shape

The whole experience has been so traumatic, we bought the villa so we could have vacations as we have an autistic daughter. We have always kept the villa beautifully as it is our second home. Its hard enough having guests in to be able to afford the place, but finding its not been looked after and VHH were not keeping it in the condition we handed it over in was devastating.

I could not recommend VHH to anyone as they have lost us our Premier Partner status that we have had for 7 years of following our same formula, the only change was introducing VHH

If VHH is just a cleaning service John need not to come to your home and tell you they are property managers. They charge for things they simply do not do, to me this constitutes fraud

I'm very sad. I stay with my sister in house near Disney for fun with her children. After we had a great time we were told we broke a bed. We didn’t need this. We asked about the cleaning partner and after a long wait we were told to leave a review for vacation home help who cleaned the house and were the ones who lied and said we did damage to a bed. Amer has taken a long time to glow calm. The cleaner didn't make this right, the bed was good when we leave. Before vacation home help our time was good.