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2601 Airport Dr Suite 270, Torrance, CA 90505, United States

Unfortunately we were met with a number of unresolved issues.Arrival 4P Saturday July 2nd 2022. Email sent “Your Grand Welcome Arrival Instructions” “To unlock entry to home: “Keyless entry code is last 4 numbers of phone# the reservation made under. ZERO further information provided to us re- this rental.• Keyless entry not allowing access. No internet or phone service. Contact Grand Welcome at the #provided on the email for questions/problems. To do this we had to go back in our car, drive down the street until we had a “signal,” call the onsite # to explain we cannot get into the rental. The text response was “Here are a few codes that might help you with checking in at 4P. NOT one out of 5 codes worked that they gave us via text.• This occurred 4 more times of not being able to get in, 4 more texts with codes not working, back in our car 4 times with a 2 and 3 yr old. Finally, the onsite “maintenance” individual called us back, gave us the code to the owner lockbox where there was a KEY to enter. The maintenance individual stated he knew there was an issue with the keyless lock and why this wasn't fixed is anyone's guess?• 3 plus hours later we were able to gain access. We were stuck out in our car driving up and down the street to get a signal to call for access. Once inside there were ZERO instructions on, how to access WI-Fi, directions, guides, how to use the TV, phone, jacuzzi, etc.• No internet code provided? Get into our car once again, go down the street to text the onsite person how to access the internet, code? It was now 6:45 and received a text with the wi-fi password. This is again 3 plus hours later!• Once having wi-fi we could now text but unable to call out.• EMERGENCY SERVICES: “IF LOCATED IN AN AREA WITH INADEQUATE CELLULAR SERVICE, RENTALS SHALL CONTAIN A WORKING LANDLINE PHONE. If an emergency arose there was no method to call for help. There was an inoperable landline phone on the table. No instructions, directions and was not working. VERY concerning for safety. If we had a landline, we would have been able to communicate verses in and out of our car to get answers.• The description of the rental stated guest passes included. There were NO passes at the home, no information on how to access them so we had to text again. Their response came back at 5:47 Sat. evening after they called the owner to get the passes at the front desk. The day was already over so we lost out on pool/rec. access.• The microwave was broken, unable to use. Jacuzzi cloudy with ZERO instructions on use.• SAFETY ISSUES: California Residential Code requires functioning smoke & carbon monoxide detectors. Smoke alarms are required in each sleeping room and outside each sleeping area in the immediate vicinity of the bedrooms, and on each story of the dwelling. (This rental had no smoke detectors in master bedroom, & both downstairs bedrooms, and each level).• Carbon Monoxide alarms are required outside of each separate dwelling unit sleeping area in the immediate vicinity of the bedrooms, in addition to every level of the dwelling including basements. (Carbon Monoxide detectors in hallways only).• Fire extinguishers: should have one five-lb fire extinguisher installed at a readily av. Location near the kitchen. If multi level, a fire extinguisher must be mounted within each level. (One fire extinguisher located under kitchen sink).This experience was unfortunately dampened by the lack of accurate information including no information given on many fronts. The customer service was horrific when texting was their primary method of communication. Having a “manual” describing this rental, the how-to's would have eliminated many of these issues. We will definitely not reserve a rental where Grand Vacations is the manager of the property.Having a former property at Lake Tahoe that I rented out has opened my eyes to understanding the role/responsibility of the property management company in charge of my property. They ensured the renters had everything they needed and were always available to contact.