This property is not being properly cleaned between guests, yet is advertised as having a “cleaning protocol for COVID-19 including all CDC recommended guidelines and we are extensively cleaning the hot tub between uses.” This is gross negligence.
Ahead of our trip, the owner assured me that extra cleaning precautions were in place between guests, including draining and cleaning the hot tub. Upon arrival, this property, hot tub included, was not cleaned.
I booked the property along with two friends. We all agreed to follow strict social distancing measures for the two weeks prior to the trip to be able to safely bring our three households together.
My husband and I arrived first. The beds appeared to be made and garbage had been taken out, but the floors and bathrooms were dirty, and the counters were not wiped down. Food was left in the refrigerator. At best, the property appeared to be poorly cleaned. In the guest cottage, when we found used towels strewn about, a dirty bed, empty wine bottles, food, and garbage, it became clear that the property had not been cleaned at all. At this point, I felt confused and vulnerable. I had already touched many handles, surfaces, and knobs.
We saw people floating in the creek and came to find that they were in fact the owners, Chris and Anne. Per the owners’ instructions, property manager Kevin typically greets guests and shows them around the property. Owner Chris had not responded to two emails, so I texted Kevin (who was on vacation) directly on the day of the trip to ask about early check-in. Kevin told us that it would not be a problem. Chris and Anne confirmed that Kevin was away on vacation and appeared quite flustered once I told them that the house had not been cleaned.
They came over to the property and made an effort to wipe down surfaces and change sheets. We had to prompt them to drain the hot tub and change the duvet covers in all bedrooms. We quickly accepted their offer to schedule a housekeeper to come to clean the next day and Chris offered to waive the cleaning fee and refund half of the first night’s stay. While I appreciate his efforts to make things right, I don’t know what could be offered to remedy the situation. Because of their actions, I unwittingly put my friends and family at risk.
The owners live next door. They knew their property manager was away. It is a massive, inexcusable oversight to leave a property filthy between guests, especially amidst a global pandemic.