While we had to cut our stay short due to the overall experience here, Im rating this stay 3 stars since the host accommodated our request for a full refund.
our check in time was at 3pm and we arrived at 4:30pm. When we arrived at our unit, the place clearly had not been cleaned (unmade bed, dirty sheets on the couch, dirty towels, dirty dishes). We received a message from the host acknowledging the issue and they advised that the issue would be resolved immediately. After 37 minutes, 2 residents, including Raine, came and started cleaning the unit. They were kind and apologetic and explained what had happened which we appreciated. For the inconvenience, they were willing to provide us a free sauna package as well as comp our dinner. We requested a refund for one night along with accepting their offer and they were able to accommodate us. They were also able to reschedule our sauna session to later that night since we were exhausted.
Later that evening, Raine messaged us informing us that the hot tub wasn’t working for our sauna session. I understood and just decided to let this one go since we were already getting it for free.
Another point, I wish there was a way to see if the dates we selected coincided with any available or unavailable spa treatments. we weren’t aware the dates we selected were when the massage therapist wasn’t available so we recommend reaching out to the host beforehand just in case!
The next morning, we woke up and the electricity (Wi-Fi, refrigeration) as well as the gas stove was out. It was incredibly difficult to notify the host since there is no mobile data in the area. There were brief instances where I was able to get 1 bar of LTE. From my perspective, there is a clear operational gap here and it was the unfortunately the last straw for us. I didn’t want to risk the rest of the trip with further issues so we spoke to the host, advised them we were going to seek other accommodations, and requested a full refund. They were very understanding and honored our request. We received notice of the refund on Monday.
Thank you to Raine and Montana for helping us. We hope that the OM Oasis team takes this constructive feedback and addresses any blind spots in their current processes regarding operations of the property and it’s units.
We really wanted to like this place and I’m happy to hear others had a better experience than us.
At this time, I’m working on getting a full refund for the Airbnb fees which were not included with the refund issued by the host.