Victoria and her husband came to attend a Wedding here in the Blue Ridge area. Unfortunately that weekend, it rained very hard. We take it the Wedding perhaps was ruined for them with the weather. Victoria said that she had some personal articles ruined as well by sitting them in the floor in front of the fireplace at the Studio. Stating that they left the Studio, leaving them there unattended, her purse with her iPad inside, expensive jewelry, wedding clothes all sat on the floor in front of the fireplace. Rather than sat on the couch, the coffee table, the round couch beside the fireplace, the desk, the queen bed, the bed couch with built in storage, hanging in the walk in closet...on the luggage rack in the closet or any of the available safe places one would want to keep items of value, rather than the floor. Victoria filed a Resolutions request for $199.00 in damages, requesting reimbursement. Victoria stated that water poured in thru the fireplace and damaged their articles. That it flooded several feet out into the living area. That it was obvious that this had happened in the past and that her husband happens to work for a water resolution company. Also, that he had found a huge problem with the fireplace,indicating somewhat that he could fix the long time problem.
The Studio is new to Vacation Rental. It has very recently been upgraded with a complete renovation just in June 2018. The entire front wall paneling was removed down to the cement wall, then completely rebuilt, with an interesting designer application made with wood. Because it is a downstairs area we were happy to find no signs of water damage. But, because it is an downstairs cement wall we decided to apply several coats of Drylok coating while we had the opportunity and to upgrade the insulation as well. In the past, the Studio was used as a large Master bedroom approx 800 square feet. We have owned the home since 1999, with a dry basement. We have always had the dehumidifier to keep humidity levels normal.
Victoria notified me on Monday, about the flooding. Their stay was from Friday thru Sunday morning, checkout at 10 am. The flooding seems to have occurred on Saturday, with no notification to us on Saturday. My cohost went over on Monday early and sent pictures showing a completely dry floor around the fireplace with no signs of dampness as described. The weather was still somewhat overcast so not even any sunshine to be able to dry out such a flood so rapidly, so completely dry. The large rug located in that area was also completely dry. We found no signs of dried water marks on the white tiled floor, anywhere. The dehumidifier was also turned off but we turned it back on to 70% humidity level.
We are all still unable to understand the Resolutions request made by Victoria. We have not received pictures of damaged items or of the flooding described as we requested on Monday.
In addition, on Tuesday my cohost discovered the long time installed dehumidifier (with drain connected to the main plumbing drain pipe) bubbling and gurgling up soapy water located in the large walk in closet ) As It is connected to the main drain, we inspected further. We called the Plumber who said call the Septic tank company who stated that this was a sign that the tank needed to be pumped. Upon further investigation, the Septic company came to pump the tank and also sent pictures of what they stated was clogging the pipes. They found tampax, the plastic tampax applicators, entire feminine pads, and even condoms all right on top...which indicated that within the last few days these items were flushed down the toilet and had begun clogging up the septic lines to the point where it was backing up soapy bubbles into the line. Then showing up at the first plumbing opening which happened was the dehumidifier in the Studio. The upstairs house of the Studio is occupied by senior tenants that do not use these types of items any longer in life.
The total bill so far is $2495.00 from the Septic company plus $450.00 from the plumber to blow out the lines from the Studio level drain pipe to the septic system and install a separate line for the dehumidifier. Yes the tank needed to be pumped and some upgrades to the Septic tank were performed as well. However, the backup was created because of the items that were intentionally flushed down the Studio toilet clogging the pipes and resulting in an emergency call to both Septic and Plumbing service technicians. We are adding additional Rules for guests to agree to not flush person items down the toilet.
We are just beginning to work with Airbnb. We take this very seriously and will make sure that it is resolved to the best of our ability with Airbnb’s assistance. We have gone to great lengths and personal expense to insure our guests are comfortable, to provide a very nice environment for guests to experience, upgraded pillow top queen mattress with bamboo covering, hotel style luxury linens, pillows, towels, etc. So our guests are able to relax and enjoy their stays. We treat all guests with fairness and honesty. Our cohost did professional cleaning and was a supervisor, for a 5 star hotel less than 1 year ago. It’s kept very clean as guests feel comfortable putting valuables, right on the floor. That’s in itself says a lot. We strive for exceptional value with an average stay of only $89.00 per nite. We provide extras that might not be found at the normal Air BNB vacation rental..coffee..popcorn, charcoal and seasonings for the grill, etc. We want to continue to offer this unique luxurious setting in the future. We hope that there will be a win win resolution to all of this mentioned. Please excuse this lengthy review of Victoria’s stay. Obviously alot happened requiring such a detailed review. All of our other reviews have been of a totally different nature. We have had an unfortunate and expensive experience in this stay.