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Cuendet Villas and Manoirs Complaint - Poor service - vacation villa rental in Italy

Review by CTBoston on 2007-08-08
ITALY -- My family and I rented a villa in Positano Italy from 7July-14Jul, which is a Sat to Sat rental. We paid in full and in good faith. When we arrived at the villa we were disappointed for a number of reasons but choice to make the best of it. On Tuesday night just two days of arriving our kitchen sink and outside sink on the patio backed up with raw sewage. That's right, raw sewage. The sink on the patio flowed over onto the patio and streamed down toward our bedroom doors that had patio access. We were forced to leave for obvious reasons. Cuendet paid for Tues night hotel reservations but that was it. They charged us the usual fee for cleaning the villa (imagine the nerve) and electricity charges. We have been trying to get reimbursed for Wed-Friday night, for obvious reasons, but they haven't even acknowledged our complaints. We feel this is a gross injustice, no pun intended, and we should be reimbursed immediately.

I would advise strongly that people in the USA, or anywhere for that matter, not to go through this company CUENDET, for vacation rental. They lack basic common decency and fairness and don't understand the term customer service!
Company Response on 11/14/2008:
We are very sorry not to have had the possibility to answer to this letter earlier as we have just come across it.
You experienced a bad inconvenience during you stay at Positano: to amend this and to satisfy your expectations, Cuendet refunded you 3 nights’ stay, the extra charges paid on the spot and the phone costs.
We would like to draw your attention to the fact that the inconvenience you experienced (a raw sewage) was something not specifically connected to the quality of the property. It is beyond the control of responsibility of anyone: it ‘s a cause of force majeure.
The property you refer to is a very nice property that is very appreciated by all our customers:
http://www.cuendet.com/URP/lang/eng/nation/1/house/VILLINO SARNO
The matter was solved with a bank transfer at the beginning of October 2007, after agreement from both parties.
The letter posted in this website was probably sent before the settlement, we are sorry that no further comment was posted, correcting the previous one.
We are sorry for the unpleasantness of this experience, we assure in any case our availability and assistance for any difficulties our customers may have during their stay, and any refund based on sound reasons.
We are proud of the quality of our offer and of the assistance we give our customers, before, during and after their stay, above all when a problem arises.
One of the goals of Cuendet is to make clients happy during their holidays: when some inconveniences occur, our customer service aims is to minimize and resolve them.
We trust this matter is settled and we are at your disposal for any information you may need.

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