I formally complain about a very disappointing stay at Grotto Bay. As agreed with the owner, extra guests were to be paid for, but when they arrived the security informed them they were not allowed to enter for almost an hour. After driving all the way from the city in the evening it was upsetting and unfair, especially since the owner had previously consented at various points of our communications. I paid as stated and still they had to wait. Before arrival, the host told me the oven would be fixed the second day; on that day I messaged the host and he said he could only fix it on the third day. The kitchen sinks flooded from day one. The bathroom toilet in the first room kept clogging. On Sunday, my niece showered, and after 5 minutes the shower flooded and water ran through the floorboards into the living room within 4 minutes. We recorded this and immediately notified the owner. He called, claiming we flooded his "maliciously". I explained it ran over after less than 5 minutes; he said that as a man of God, and since we are not of faith, we do things maliciously. I told him it was malicious and would report his comment. He called back later and "apologised," saying he needs to work on himself. The host sent the plumber the next morning; the plumber explained the shower had a too small cup, the sink trap was leaking, and the toilet clogged because the water ran in the wrong direction, causing blockage and water stalling. Blaming guests for construction and plumbing issues by "a man of faith" is uncalled for, ruined an expensive family vacation, and left my niece in tears and everyone in our group unhappy. My family paid a lot of money.
Janice·A year ago