Lexington Relocation Services

I have directed out of town guests to this company for the last time. They rent out furnished apartments for short term and long term rentals, and appear to be an affordable alternative to hotels. There are three big problems: cleanliness, consistency, and customer service. On three different occasions our guests arrived to rooms that were simply not properly cleaned even to minimum standards — sheets were VISIBLY soiled, toilets had not been cleaned.
Because they rent out apartments in several complexes around town, you never know what kind of accommodations you’ll get. My parents’ first experience with them was actually really good — a new place that was nice and clean — thus we recommended it to my cousins and later my in-​laws when they visited. We have a small home and a new baby so we’re always looking for quality, affordable accommodations when we have out of town guests. After that first rental though, it was downhill. Once my in-​laws encountered a dirty, poorly maintained unit, my wife and I decided we would go and inspect the units before our guests arrived, and it’s a good thing we did. Yet when I found another dirty unit and alerted the staff to it, they blamed me for inspecting it prior to the check-​in time! I inspected it at noon and check in was at 2pm, they tried to tell me that housekeeping was going to come in between those times. That seems plausible, except that the bed was neatly made, the towels were folded on the counter, and there were still-​wrapped bars of soap neatly placed in the bathroom. Either that unit was cleaned (poorly) before I got there, or the previous guest left it in a very tidy condition.
They claim to have in-​house linen service, but when housekeeping showed up to change the sheets I pointed out were dirty, they were surprised that the unit had a king sized bed. How is that possible? If I truly inspected the unit before it was cleaned, shouldn’t the housekeeping staff have showed up with the right size sheets? If the unit is regularly serviced by an in-​house housekeeping staff, why was she surprised to encounter a king sized bed? She then told us she would need to go to Wal-​Mart to buy sheets!
On another visit, my in-​laws encountered a bathroom where the tub was taped off by the maintenance staff with a «do not use sign.» Yet again, Lexington Relocation staff claimed that this was news to them, that the bathroom was operative when their housekeepers were there earlier in the day. My parents just stayed there this weekend and again found dirty sheets (this time with make-​up stains on it, the unit I inspected for them on a previous visit it was large, obvious dog hairs in the sheets).
I think it’s actually the customer service aspect that bothers me the most. Mistakes happen, maybe they just forgot to clean some of these units, or maybe they used a new housekeeper that was just clueless on how to clean. That’s not good, but it would be forgivable if they just admitted it and apologized. Instead they come up with these unbelievable explanations. I’m a frequent traveler, I spend about 80 nights a year in hotels for my job, I know what a clean room should look like. These guys are renting out furnished apartments for $ 100/​night, which is a great value compared to Lexington hotels, UNTIL you factor in these issues. After I inspected one unit «prior to check-​in time,» they told my parents on a subsequent rental «no one is to enter the unit prior to 2pm.» That’s just inexcusable. I’d like to hire Anthony Melchiorri to give these folks a lesson in hospitality, because that’s just not how you treat a customer.