Beautiful location..stressful week
Please read the entire review! The A frame is a funky, charming property. The location is great...within walking distance to Edgartown and to the private beach. It is a paradise. However, we had an unfortunate experience during the week we were there. The septic system backed up which left us sleeping in the master bedroom amongst raw sewage odors..the owners were wonderful and had it taken care of immediately. However, we had to relocate to the upstairs bedrooms and did not have the use of the downstairs 2 bedrooms. In the clean up process, the septic folks used a strong smelling cleaner which permeated throughout the home (this was Sat-Tuesday). On Tuesday evening, the washing machine leaked, resulting in a flood in the bathroom where it was located and the basement. Once again, the owners responded immediately having a plumber come the next morning to correct owner's installation error. The owner's daughter told us we could have a free dinner at her boyfriend's restaurant, which we did. The above incidents resulted in a very stressful time for all..not what one would hope for during a much anticipated vacation! The owners offered to compensate us for the problems that came up. However, we were unable to come to a satisfactory agreement in the amount of the refund. We felt that they were rigid in their decision making..and kept referring to how much it cost them to repair everything which was not our problem. Beautiful location....very stressful week!
Date of Stay: July 2018
Date Submitted: August 2018
Thank you for your kind words about the A-Frame and its setting. We’re so glad you enjoyed them! As you know, we felt horrible about what happened affecting the downstairs bedroom. We were so grateful, though, that Maciel Septic was able to rectify the situation within a couple of hours of your notifying us - and on a Sunday afternoon no less. And thankfully, that bedroom is removed from the rest of the house.
We also regret that the hose for the new washing machine that was installed the day of your arrival had not been clamped down properly and fell out when you used it. Again, it’s fortunate though that the fix was simple and very quick (you called us at 10:30 PM and it was fixed by 8 the next morning).
In your own words, we were immediately responsive to both incidents. We did everything in our power to not only remedy the situations quickly and effectively, but we were extremely sensitive to the impact it had on you during your vacation: in addition to treating you and your family to a fine seafood dinner in Edgartown, we offered you a 4 digit refund in compensation for what happened. When you complained that that wasn’t enough and you thought we should refund HALF of the rental amount, we did increase our offer by another 50%, and, in return, you offered to come down $50 from your request.
In the over 40 years of renting our home, we have always treated our renters like guests and have gone out of our way to compensate them generously for any unexpected inconveniences. We’re sorry that you didn’t feel the same.