Ashley G.
Yelp
TERMITE INFESTATION
After months of planning, our college reunion was booked! We were staying at the Indigo House right off King Street. Upon arriving on Friday and walking upstairs, we discovered the upstairs (with two bedrooms and living room) did not have central AC. The two bedrooms had wall units which cooled the rooms down at night - so we were going to make it work! Unfortunately the living room stayed around 80 degrees during the day, but the room did cool off at night.
The bedrooms did not have dressers to unpack - no problem! The beds were big enough so we could lay our clothes out on one side of the bed.
On Sunday night, the last night of our trip, I came upstairs to find my bed (and therefore clothes) covered in mating termites. We then inspected the second bedroom upstairs which also had termites on the bed. At check in I noticed feathers from the duvet/pillows - how nice! However, these turned out to be the shedding wings of the termites.
We immediately called the 24/7 emergency number, but no one answered. Finally, we received a text message stating someone would be coming by with a fresh set of sheets. Unacceptable. A representative for Stay Duvet came by the house and while he was extremely nice and professional, he did not have the authority or ability to offer a solution other than we should change the sheets. Right before midnight, almost 3 hours later, the representative text saying he thinks he might, maybe, possibly have found us another Stay Duvet property to stay for the night. The two bedrooms upstairs were infested, but the two bedrooms downstairs were (hopefully) OK. At that point, we took our chances and bunked up in the downstairs room.
After multiple calls and negotiations back and forth, Stay Duvet reimbursed us minus taxes and fees. However, we were still out over $1,000.
Stay Duvet, there are three major issues:
1. You advertise "guest services are available 24/7 for emergency support" but guests are unable to immediately get in touch with a live person via phone call. There is no one who is able to offer prompt, immediate action.
2. If a home, such as the Indigo House, does not have central AC throughout the home, this should be noted so guests are aware prior to booking.
3. You offer "The Clean Duvet Guarantee", but the Indigo House is infested with termites. Will you fix for future guests, or will you sweep under the (dirty) duvet?