Enchanted Hills Home w/ Sandia Mountain Views!

Reviews

• Horrible Experience

  1/5

  My family checked into a property we believed to be clean, having reserved it for several months. Upon arrival, we encountered a cold house that took overnight to warm up. Unfortunately, the cleanliness of the home did not meet our expectations, with dust present everywhere and old, expired condiments, food, and liquor left behind. Upon contacting the host, we were instructed via email to dispose of the unwanted expired items ourselves. We communicated that this was not our responsibility, emphasizing that the house was supposed to be clean.

  The owner acknowledged that the house had been professionally cleaned two months before our stay, but the visible state contradicted this claim. Additionally, I reported the presence of an Alexa device hiding behind the TV, which was not disclosed in the home's description. This discovery raised concerns about privacy, as the owner's apparent use of the device was invasive. Furthermore, despite the description stating otherwise, we observed surveillance in the backyard, eliminating the expected privacy.

  Proceed with caution, as it seems this home is more of a storage space that the owner is attempting to gain financial resources from. One positive aspect is that, initially, the owner convinced us to change the reservation to one month and put us on a lease. Fortunately, I had not signed a lease yet when I first stepped foot in the home. After leaving, the owner called to apologize, but by then, it was too late.

  Adding to the list of concerns, after I made complaints about the home, the internet was mysteriously shut off. When I confronted the owner, she admitted, "I knew the internet was off but I didn't want to call you and make you upset." The owner was aware that my family works remotely, making this intentional disruption another indicator that we had dodged a bullet.

  Moreover, the description stated two exterior security cameras facing out, but the only one facing out was on the front porch. The other camera, surveilling the backyard, compromised our privacy, contradicting the promised security. Additionally, we found no washcloths, only old worn towels, and dingy sheets and comforters, further adding to the overall disappointment and discomfort of our stay. Even the dish soap left for cleaning turned out to be a diluted Dawn bottle filled with water.

  Pictures were diligently taken and provided to the host, Airbnb, and the owner as indisputable proof of the terrible condition of this home.

  Manager's Response:

  Hi Mastermind, This is Evolve and we sincerely apologize for any inconvenience caused by our communication lapses during your stay. Rest assured, this does not reflect the owner or property's standards, and we take full responsibility. We've relayed your feedback to the owner, and here is their response:
  - Thank you for choosing our Rio Rancho home in New Mexico. As our first guests, your feedback is invaluable. We apologize for any challenges you faced, and it saddens us to hear that we fell short of providing you with a comfortable stay.
  - We diligently attended to the concerns you raised to ensure your comfort throughout your stay. From promptly adjusting the temperature upon your arrival to addressing cleanliness and privacy issues, as well as procuring new hand towels and a California king duvet cover, we took your feedback seriously and worked tirelessly to address every concern.
  - Regarding the issue with the 'dust,' we've investigated further and discovered that the particles you observed were actually from the humidifier, as confirmed by pictures from Airbnb delivered after your departure. We've also discussed with our cleaners the importance of disposing of used kitchen items.
  - Your privacy is of utmost importance to us, and we do not employ any listening devices on our premises. Rest assured, the listing accurately states the presence of an Alexa device, signed out from any accounts, and accessible security cameras, both intended to enhance your stay. These amenities are readily available for your use without any disruptions.
  - Your feedback is invaluable, prompting us to refine our cleaning procedures and improve communication with future guests regarding property amenities.
  
  We've addressed your comments with the relevant teams so that future guests will receive the exceptional service we strive to provide.