Unhappy renter

[cory30]

I had a renter contact me this week regarding their concern with room conditions at the resort. Specifically, they indicated that there was a major bug/roach issue. They indicated that they had expressed their concern to the front desk and that maintenance had been sent out promptly to spray their room. Unfortunately, it appears this wasn't sufficient as they indicated the bug situation was still unacceptable.

They have asked me to contact the resort and/or owner services (which I plan to do this morning) and are indicating that due to the conditions they are likely to cut their stay short and would like to know what their options are regarding being relocated to another location within the resort or being compensated to stay at another resort.

Unfortunately, they didn't contact me until early this morning (check in was last Saturday) so a good portion of the week is already completed.

I know these types of things come with the territory when you choose to rent but I have been fortunate to this point and not had many issues. As mentioned, I plan to contact the resort and/or owner services this morning and inquire about the possibility of a room change but don't feel like I can do much more than that. The resort is one of the major hotel branded entities located at, but not on the beach.

For those who have encountered these types of situations before, are there any other things that I should be considering?

 

[theo]

I had a renter contact me this week regarding their concern with room conditions at the resort. Specifically, they indicated that there was a major bug/roach issue. They indicated that they had expressed their concern to the front desk and that maintenance had been sent out promptly to spray their room. Unfortunately, it appears this wasn't sufficient as they indicated the bug situation was still unacceptable.

They have asked me to contact the resort and/or owner services (which I plan to do this morning) and are indicating that due to the conditions they are likely to cut their stay short and would like to know what their options are regarding being relocated to another location within the resort or being compensated to stay at another resort.

Unfortunately, they didn't contact me until early this morning (check in was last Saturday) so a good portion of the week is already completed.

I know these types of things come with the territory when you choose to rent but I have been fortunate to this point and not had many issues. As mentioned, I plan to contact the resort and/or owner services this morning and inquire about the possibility of a room change but don't feel like I can do much more than that. The resort is one of the major hotel branded entities located at, but not on the beach.

For those who have encountered these types of situations before, are there any other things that I should be considering?

What exactly does your mutually signed rental contract (I trust that you have one) state on the subject of refunds and / or on the matter of on-site circumstances or conditions which are entirely beyond your influence or control?

It is clearly not within your power to "relocate" the renters at the facility --- that is an option which they should have already pursued on site with resort personnel.
But today now being Thursday, I'm unclear on why you are apparently hearing from the renters for the first time only two days before the week-long rental ends.

P.S. We very rarely rent out any weeks. When we do, our short terms lease (my own preparation, not a borrowed generic template) clearly specifies within that "Lessor / owner assumes and accepts no personal or financial responsibility for any unit or pool or grounds maintenance or repair issues which may unexpectedly arise during Lessee occupancy. Lessee should immediately and personally bring any such issues directly to the attention of on-site resort management for resolution. No refunds will be issued or considered for any unexpected developments or circumstances which may arise during Lessee occupancy but which are entirely outside Lessor influence or control".

I added this "umbrella CYA clause" one year after a renter (who paid only the maintenance fee amount for a primo week) complained (to me, mid-week, via late night and apparently inebriated phone call) that the pool water was much too cold --- as if I somehow had influence over water temperature (or weather, local restaurant pricing, red tide, or the phase of the moon). I tip my cap to those willing to routinely deal with such people; I have very little patience or tolerance for petty complaining.
OTOH, insect infestation (if that curiously belated claim is true and accurate) affects the actual "habitability" of the unit --- quite a different kettle of fish (...or bugs).

 

[cory30]

What exactly does your mutually signed rental contract state? (...I sure hope you used one).

In any case, it is not within your power to "relocate" the renters elsewhere at the facility --- that is an option which they could / should / must pursue on site directly with the resort personnel. Also, today being Thursday, I'm not sure why you are now hearing from the renters for the first time only two days before the rental ends.

I do have a signed rental agreement between myself (owner) and the renter. However, the agreement doesn't have specifics regarding issues such as this. It is pretty standard in that it outlines the specifics of the reservation, the total rental amount and due by dates, damage disclosure, and cancellation terms (I allow for cancellation outside of 60 days if I can re-rent the property). Inside of 60 days there is a no refund policy.

 

[ace2000]

I do have a signed rental agreement between myself (owner) and the renter. However, the agreement doesn't have specifics regarding issues such as this. It is pretty standard in that it outlines the specifics of the reservation, the total rental amount and due by dates, damage disclosure, and cancellation terms (I allow for cancellation outside of 60 days if I can re-rent the property). Inside of 60 days there is a no refund policy.

Exactly, I had to check the TUG "recommended" rental agreement and that does not include this specific scenario either. Perhaps it should? Or do you really want a rental agreement to cover every "potential" scenario or trap that could possibly happen? It's up to you. Anyway, that's another topic. Hope it works out well in the end for you and the rentee.

http://tug2.net/timeshare_advice/free-timeshare-rental-agreement-template.html

 

[cory30]

Exactly, I had to check the TUG "recommended" rental agreement and that does not include this specific scenario either. Perhaps it should? Or do you really want a rental agreement to cover every "potential" scenario or trap that could possibly happen? It's up to you. Anyway, that's another topic. Hope it works out well in the end for you and the rentee.

http://tug2.net/timeshare_advice/free-timeshare-rental-agreement-template.html

Thanks for the feedback. I am happy to contact the resort directly, share the feedback that I have received, and see if there is a way to reassign their room for the remaining two days (may not be possible given the time of year and location). Outside of that I don't believe there is much more that I can (or am obligated) to do. Given that this situation was not brought to my attention until day 6 of the reservation makes it even more difficult to provide other options.

 

[gmarine]

Which resort ? All the resorts listed in your profile are exceptional high quality resorts and I've stayed at all except Ocean Watch. I cant imagine a bug problem at any of them.

 

[vacationhopeful]

This is the resort's issue ... YOUR RENTERS seem to have contacted the Front Desk early on. If they did NOT reappear or call the front desk REPEATEDLY during the week, the front desk would have thought it was "taken care of".

Calling you on Thursday AM with a checkout in 48 hours, appears as though it was NOT a major issue to them during the week ... reasonable "man" approach in terms of the law ... can't fix what is not communicated to you. And the onsite people were NOT either assisting or NOT KEPT informed of the situation.

YOU might want to give a small "credit" for a future vacation stay and/or suggest they appeal to the powers to be at the resort. Sorry, but the resort is the PROs are either handling it or ignoring the issue .... AND you were not in the "loop" til days after the problem appeared.

If you know these 'guests' well, you might go to bat with the resort manager/front desk manager for a bit more.

If these are 'internet friends' ... I would just step back as bit .... usually, I would be getting TEXT messages and PICTURES 30 seconds after the first critter is seen.

 

[ronparise]

I dont use a rental agreement for the reason outlined in Ace2000's post. I dont "...really want a rental agreement to cover every "potential" scenario or trap that could possibly happen?" And I learned a long time ago that standard leases (rental agreements) are always written to protect the tenant. not the landlord

I do however include a few notes in the invoice I send my renters. One of which is this.. "While rare, there may be a maintenance issues while you are occupying the unit. If this happens, you will need to resolve the issue with the resort. . I will not issue any refunds based on maintenance issues with the room".

If I get some compensation from the resort Id pass that on to my customer, For example if I get my points back, Id offer them a free reservation sometime in the future.

 

[DeniseM]

My standard response:

"I'm so sorry that you had a problem with "XYZ." To compensate you for this issue, I'd like to offer you a complimentary $100 discount off a future rental."

"I will also contact the front desk to see what they recommend."

 

[cory30]

Thank you for the responses. This is good feedback and very helpful.

 

[pedro47]

Based upon your user profile; I also feel that all the resorts listed under your profile would have taken care of this problem. ASAP.

Sound liked the rental wants some money back. This is why I do not rent to strangers.

Good luck.

 

[cory30]

Based upon your user profile; I also feel that all the resorts listed under your profile would have taken care of this problem. ASAP.

Sound liked the rental wants some money back. This is why I do not rent to strangers.

Good luck.

The resort was Sheraton Broadway Plantation. I usually use this week only as a trader but had more weeks than I could use this year. The renter was placed in one of the newly renovated units but apparently there were still issues. In communicating with the renter this morning I recommended that they follow up with the front desk again and let them know that the owner would be following up as well.

I did call the resort and left a message for the manager and followed up with an email. I have not received a response to this point.

 

[rickandcindy23]

We own many weeks at SBP, and I have never had a complaint about bugs. What building were they assigned?

 

[cory30]

We own many weeks at SBP, and I have never had a complaint about bugs. What building were they assigned?

Building One. The renter indicated that it had been recently renovated and that the furnishing were very nice. They were actually very complimentary of the resort and the amenities but because of the bug issue said they would never return. The renter also indicated that they were there with another family (who had rented from someone else) and they were having the same issue. Apparently they complained and were moved to another room which had the same issues.

I haven't been to the resort in a couple of years but the times I have been there I didn't personally have an issue (other than the Palmetto bugs that liked to scurry across the side walks outside at night).

 

[Weimaraner]

I've stayed at SBP before and really enjoyed it. I just looked at TripAdvisor and there are a couple mentions of bugs, including roaches. I found a snake in my room on my last DVC stay so not sure which would be worse. Can't imagine how it's your fault, but I know it can be upsetting because you want your guests to have a great stay. It's a warm weather climate and these things happen. I have a mention in my rental clause that I'm not responsible for the weather, Marriott policies etc that could impact their vacation. I'll have to add critters somehow.

 

[cory30]

. I found a snake in my room on my last DVC stay so not sure which would be worse.

I would definitely consider that worse. There is no way that I would get my family to stay in that room after finding a snake. I'm not sure I could get them to stay at the resort

 

[Keep Traveling]

I am at the resort now and haven't seen any bugs that they mention, but each room is different. The maintenance is top notch here and staff friendly, our room slightly smelled of smoke at checkin and called front desk and within minutes there were up to spray the room.

KT

 

[cory30]

I am at the resort now and haven't seen any bugs that they mention, but each room is different. The maintenance is top notch here and staff friendly, our room slightly smelled of smoke at checkin and called front desk and within minutes there were up to spray the room.

KT

Thank you for the feedback. This at least helps to ease concerns as to whether this is a wide spread issue.

 

[dickgregory]

I would not offer any credit under these circumstances. It's up to the resort to handle the situation, including extending credit to your tenants if they deem it necessary.

I'm surprised the resort did not offer to move them into another room. We once had an issue on Maui with spiders and were immediately moved into a different unit along with a $100 resort credit.

 

[Talent312]

I would not offer any credit under these circumstances.

I would offer to reimburse them for a can of Raid or ask the resort to do so.
-- should not MF's cover that?

Seriously, a rental means that they "own" it and it's issues for the duration.
... the same that you or any user of that unit would have.
.

 

[traveldaddy]

I would offer to reimburse them for a can of Raid or ask the resort to do so.
-- should not MF's cover that?

Seriously, a rental means that they "own" it and it's issues for the duration.
... the same that you or any user of that unit would have.
.

Sorry, I disagree.

The person renting has a reasonable expectation to have a nice environment. The Renter has an obligation to make that happen......you can say the resort does as well, or HOA or whatever, but don't see how you can blame the renter. If it is minor, or if they wait until day 5 to say something, well, there is an issue - but there is no way you can blame the renter in this type of situation. Just not reasonable imho.

 

[vacatiionking]

Sorry, I disagree.

The person renting has a reasonable expectation to have a nice environment. The Renter has an obligation to make that happen.....

A renter of mine expressed the same concern this week at SBP. Unless the two are in cahoots, it sounds like the resort is having an issue. My renter was moved but said it is no better. I talked to the manager and it seems like they have an active spray schedule and are taking steps to respond to their customers' complaints. In the meantime, I am happy with the resort's response but time will tell if this is resolved.

I disagree with traveldaddy. A landlord has a responsibility to make a "nice environment". As someone who booked the resort, I have the responsibility to provide the accommodations to my guest. The resort assumes landlord responsibilities. The resort seems to be taking reasonable steps to deal with an act of nature which is all I would ask if I was the guest at the resort.

 

[DeniseM]

cory30 - I hope you will send an email or letter to the resort Mgr. about this.

 

[cory30]

cory30 - I hope you will send an email or letter to the resort Mgr. about this.

I did send a detailed email to the manager outlining the concerns that were brought to my attention. I haven't received a response but wanted to make sure this was shared.

 

[MarieD]

Renting out our Timeshare

This happened at a Marriott? I have rented my weeks from time to time over the years (through EBay) and never encountered any issues. This year, when renting Grande Ocean out I did away with the rental agreement I have always had the buyers sign (which mostly indemnified me against anything that could happen) - just because there have never been any issues and I figured since I actually transfer the reservation to the buyer and take my name off, they bear the same risks anyone would among a reservation at the resort. If they damage the unit, they will be held responsible as the occupant and named "owner" of the reservation, no?

Now you've gotten me thinking. It's hard to imagine anyone being dissatisfied at Grande Ocean (I have an ocean front unit), but never thought of bugs.