ROACHES at The Grant by Black Swan!

Question

Arrived to check in and felt like we were greeted at the door by roaches! My family killed multiple roaches and used the bug repellent that was provided by the host.

Our second day, multiple roaches were crawling on the pull-out coach.

Our third day, another roach was crawling in the upstairs loft. On this day, we called the answering service and expressed our concerns. We were told that our complaint would be sent to the operations manager, but never heard back this day.

On our fourth day, we woke up to a roach on the stove and immediately called at 9:45am to the answering service AGAIN and demanded to speak with someone within the hour. We received a call from Kenny, the operations manager, and was told he would send pest control, cleaning services, and compensation. He also stated he would call back to follow-up with us. Only person that came that day was Tamera from the cleaning services, at about 5:00pm who blamed the roaches on the recent rain (our night of arrival). NO pest control! NO compensation!

Called again at 6:50pm and spoke with Amy who stated she would have Kenny return my call.

At 11:00pm as we were getting ready for bed before getting on the road the following day, TWO MORE ROACHES ran across the master bedroom floor. We called everyone we could including Amy and LJ with everyone stating concern but without action to fix the issue! Spoke to Nick who did not have any decision-making authority to help us but attempted multiple times to reach out to Amy, Kenny, and the CEO!

No one responded to our concerns or followed up prior to checking out. Hours later after we checked out, we received an email about refunding the cleaning fee - $250 ONLY which was not even equal to $730 per night!

All in all, we were there for 4 days and killed 10+ ROACHES!

Advertisement and marketing were great but the service recovery was DISMAL! Therefore my family will not stay in ANY Black Swan locations!

Make sure to bring extra ROACH REPELLENT if you decide to stay here! What they provided might not be enough!

Answer

It sounds like you had an extremely frustrating and disappointing experience at The Grant by Black Swan. Dealing with roaches in your accommodations, especially when they continue to appear day after day, can understandably create a negative experience. Given your detailed account, it's clear that there were several issues not only with cleanliness but also with customer service and follow-up actions.

In your case, you reported the issue to the answering service and management multiple times, but the response you received seems to have been inadequate. It’s concerning that despite reaching out on several occasions, there was no effective resolution, no pest control visit, and no meaningful compensation, which is key in situations like this. The fact that you only received a partial refund for the cleaning fee after leaving without a follow-up on the broader issues is frustrating and suggests a lack of proper service recovery.

Here are some key points and suggestions for others who might encounter similar issues:

Check reviews and feedback before booking – Always read through customer reviews and feedback for any property. If there are repeated mentions of cleanliness issues, pests, or lack of customer service, it could be a red flag.
Report issues early and document everything – If you find pests or issues, make sure to report them as soon as possible and ask for documentation of the complaint. Keep a record of all communications (phone calls, emails) for your reference.
Request pest control – If you encounter pests, immediately ask the property to send pest control professionals to address the issue. It’s unacceptable for a rental property to allow such problems to persist.
Compensation – When a major issue like this arises, ask for compensation that is reflective of the inconvenience and discomfort you’ve experienced. In your case, the cleaning fee refund of $250 for an expensive stay doesn’t seem adequate. Consider asking for a more substantial refund or credit.
Social media and reviews – In cases where customer service fails to resolve issues, leaving a review or sharing your experience on social media platforms can prompt a quicker response from companies trying to protect their reputation.

Unfortunately, it appears that Black Swan missed an opportunity to recover the situation effectively, and this type of experience can understandably make you hesitant to stay at any of their properties in the future. Hopefully, the company takes your feedback seriously and improves its service recovery processes to avoid similar issues for future guests.

For anyone considering a stay at The Grant by Black Swan or similar properties, it’s advisable to be vigilant about cleanliness and to communicate issues immediately. Also, bringing extra pest repellent, as you mentioned, may help in case the property does not address such issues proactively.

ROACHES at The Grant by Black Swan!

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