View Full Version : resolving a damage deposit dispute
jminmaine
30-09-2005, 23:46
Greetings,
This is not about me, but about a long discussion on another website about a villa in Crescent Lakes. Apparently the owner emailed the guest to say there is a huge stain on the rug and wants to take $100 out of the security deposit to pay for cleaning. When the guest inquired where the stain was, the owner sent a nasty email. Now the guest doesn't know what to do, although other posters have been advising her to contact the Better Business Bureau and the Attorney General of the State of Florida.
I personally do not know if the villa owners rent from this site, or indeed whether the owner or guest is right in this dispute (although the emails from the owner to the guest, if accurately transcribed, do seem quite rude). But I thought I would email you folks, who I think are just the nicest bunch of people (we have rented from Orlando Villas in the past and are now looking to rent for a trip in late Dec. or Jan.), to see if I could get any additional advice from the home owners perspective to share on the other board.
Thanks!
EDITED to delete owners names. Sorry!
Well it is very difficult for us to comment without knowing the full facts from both sides.
However, being rude is very unprofessional and gets you nowhere.
I would have thought they were within their rights to ask for a photograph of the carpet, it could have been a spill that they didn't notice, done by a child??
It is very hard to comment wihout knowing the full story. However all I can give you is what normally would happen.
After a visit the Management Company would report to the homeowner any damage to the property once a guest has left so that money can be held from the security deposit to cover it should the owner so wish.
If the stain had not been reported prior to the persons visit, then the owner would assume that they were responsible for it and act on that basis.
As to whether it was there when they arrived or not I cannot say. If it was they should have pointed it out to the MC to cover themselves, but hindsight is a wonderful thing.
AS owners we have to rely on what our MC's tell us, so these disputes are very hard to solve.
jminmaine
01-10-2005, 00:31
This is what I was thinking: next time I rent a villa, I will definitely have a look around and make sure to let the Management Company know about any large stains or other damage when I check in.
I am not sure if the guest has gotten hold of the Management Company -- I will suggest she do that.
Thanks!
I always suggest to my guests in their information pack to have a good look around and ensure everything is working order as soon as possible on arrival and report anything to our management company - it saves any problems later:)
Michelle
01-10-2005, 00:59
Yes we do the same as Dawn, in our information pack which we send to our guests we always advise them to check the home upon arrival and if they find anything wrong such as any damage, or anything not working etc, to let the Management company knoww immediately. We have the management companies free phone number set up on the house phone, and ifguests arrive out of office hours to leave a message on the voice mail. But so far we have never had a guest report any damage etc.
chrizzy100
01-10-2005, 01:14
<blockquote id="quote" class="ffs">quote:Originally posted by dawn
I always suggest to my guests in their information pack to have a good look around and ensure everything is working order as soon as possible on arrival and report anything to our management company - it saves any problems later:)
[/quote]
I like your villa Dawn........[msnsmile2]
I also send out details to guests asking that they make a note of anthing that is not as they would expect and report it to the MC within 48 hours. As owners we have to trust our MC to keep us informed as to any damage. If they report all was well after one exit and then there is a carpet stain after the next guest we have to assume that this guest caused the damage.
However there is still no reason to be rude in any of your comunications with your guest.
floridadreamvilla.co.uk
01-10-2005, 01:44
Totally agree.
We do the same but request any problems are reported within 24 hours.
There is no excuse for being rude to people, even if you do suspect they have caused the damage. Having not seen further details I could not comment further.
<blockquote id="quote" class="ffs">quote:Originally posted by stabard
I also send out details to guests asking that they make a note of anthing that is not as they would expect and report it to the MC within 48 hours. As owners we have to trust our MC to keep us informed as to any damage. If they report all was well after one exit and then there is a carpet stain after the next guest we have to assume that this guest caused the damage.
However there is still no reason to be rude in any of your comunications with your guest.
[/quote]
We, too, ask for guests to check for any damage etc on their arrival, and to report it at that stage to the Management Company, who have a free phone number. So far we have not had any problems, but it is sensible to check your villa when you arrive just in case there is something amiss. That way you make sure that the Management Company are aware of the problem, and this makes it much easier to prove liability.
Never leave it until your departure as it would be impossible to prove, at this time, that you were not responsible.
Our Management Company are very helpful and are always ready to offer advice - as I am sure most are, so you should never be afraid to ask for help - though of course, if it is not an emergency it is better not to ring in the middle of the night! [msnwink]
If you have an accident involving stains to carpets or beds, it is a good idea to ask the Management Company to deal with it, as they have specialised cleaners, and the expertise to go with them - much better for you in the long run.
I am sorry to hear that a villa owner was rude, that is not acceptable.
Just a polite reminder this topic is in the Guest area of the forum - if you want to discuss MCs then please use the Owners' areas.
Hi.I am the poster from the other forum that rented the villa in question.I just posted my own 'Topic' on this discussion.
We did not see any stain on the rug when we entered the home or when we left.Their were 4 (very responsible)adults in our party.We always ate and drank in the kitchen or out on the deck.Where there were no rugs present.
We have rented many villas in the Orlando area and have never had a problem.
The owner has been very rude and un-cooperative in this matter.
It doesn't make sense why he flatly refuses to answer my questions about this 'stain'.
I have rented Villas from owners on Orlando Villas and never had a problem.
I feel really bad about the whole situation....
Dee
Hi Dee[msnsmile]
I'm glad jminmaine asked for perspectives over here, too:)
..and thank you for your kind words[msnwink]
(missing my little sunny signature!LOL)
MBB
neild292
25-11-2005, 02:55
There is no excuse for being rude - guests should be advised to notify the managements as soon as they notice a problem