I normally don’t leave reviews, but I had to this time because I don’t want this to happen to the next paying customers. The house my family rented was very nice, clean, and in a great location. It was in a quiet neighborhood and close to downtown. The only complaint that I have about my stay with StayLocal was their customer service. IT WAS HORRIBLE!! When my family arrived the a/c unit upstairs where all of the rooms are located was broken. We didn’t realize it until an hour later (around 5 pm). The thermostat was reading 79 degrees even though it was set to 73 degrees still at 9 pm, so I reached out to the office by phone since they were open till 10 and I received a voicemail, so I immediately sent an email. I didn’t get a response until 12 hours later. An a/c guy finally arrives around 1230 pm on Saturday. After about an hour, I receive an email saying, “the a/c guy has added Freon and ask that we do not “crank” up the air. With the high temperature, all units have a difficult time cooling down. If the air “cranks” up it will freeze the unit. Right now your AC needs some time to catch up and then you can turn it down a notch or two.” Remind you that we haven’t turned the thermostat pass 72 degrees since we been there. Also, the downstairs unit was on 72 and working fine. So, the 93 temperature wasn’t affecting the downstairs unit in the 93 degrees temperature. I could understand if we had turned it down to 60. Keep in mind that all of this correspondence is happening through email. Not one time did they pick up the phone to call me and relay any of this information. I request them to give me a call since they never returned my call after I left a voicemail. The response I received was, “since you are having a maintenance related issue, all forms of communication will need to be done through the Airbnb platform.” I don’t know if that’s a rule, but if it is, what’s wrong with calling your customer and try to make your customer feel like they are during everything that they can to fix the issue and then follow up with an email, so you can have an email trail? Never the less I checkout on Monday and there was still no air upstairs still. We were without air upstairs (where all the beds are) from Friday-Monday. Not one time did they offer to bring fans over nor offer to refund me if I went out to purchase a fan to cool off the rooms. My daughter is 7 months pregnant and she was miserable all weekend. Not to also mention that I didn’t hear from them at all on Sunday or before or after checkout on Monday.
Once again the property was very nice, clean, and in a great location, BUT their customer service is awful.