Cheshire Rio Property Management

First I found them on VRBO as advertising an «available» home. I called and it was NOT available.
After booking the only thing they had and providing completed docs and payment, I began receiving calls saying they were going to give my booking away (on 4^th of July) if I didn’t supply payment and docs immediately. Every time I got a call, I would call back and they would give me the same excuse that the bookkeeper wasn’t there and couldn’t run payment. Can no one else there help out so they can stop threatening to give away my rental?
After arriving with my family, we searched the house which was riddled with carpet stains, but overall it was fine. They informed me all I needed to bring was paper products, paper towels, TP and soaps. So we did. Come to find there were other vital things that were Not included that we had to make an emergency run to the store for. Not to mention a badly leaky bathroom sink which had to be serviced during our stay. That was the only positive about this they came quickly to fix.
Overall the stay was good until we left. I got a harassing phone call from either Bill or Chris saying they got complaints of my time at the property from the 4^th of July. Mind you he asked for my side of the story and just a few words in, he began being crude, short and absolutely unprofessional. I took it as harassment seeing as he was NOT interested in my side as he stated, but rather yelling at me. Mind you this was a family event with children. We are not teenagers, we are cops, teachers, professional executives, etc. This was a family event!
They tried to accuse me of having too many people staying in the home. Trying to say we took too much parking, but everyone that joined us at our beach BBQ (AWAY FROM THE HOUSE) paid for parking permits just like everyone else unaffiliated with our party had to. Chesire has no jurisdiction of who can use public parking but he felt the need to berate me for it. He then proceeded to grill and berate me almost insisting I had more then allowed amount of people in the rental just because there was a lot of people parked by the house for the day’s event. How the heck would he or anyone else even begin to prove otherwise?
LASTLY MY DEPOSIT $$. It’s July 23, I left the property on July 5^th… a day earlier than I had to mind you, and I’ve heard not one word from them on status of my $ 750 deposit. Not an it’s on it’s way, in process, we have some questions, NOTHING. Granted in the contract it states they have 3 wks to return a paper check to your home but come on really? Paper check? You had no problem processing my credit card payment. 3 weeks to return a check, via horse and buggy? Hopefully I will get it soon because I’m not calling them back again.
I WILL NEVER RENT FROM THEM AGAIN. 2ND RATE, UNPROFESSIONAL, HARASSING, OVER PRICED BUSINESS.
STAY AWAY.

Honestly, I could not possibly have had a better experience. Everyone was friendly and kind, and even when I called to ask a million questions they were patient and pleasant. Our deposit was returned to us in full after a couple of weeks — no big deal. Does it feel like a hometown, small shop establishment? Yes, but I felt that was part of its charm, and we really enjoyed our stay.

Called to get information about a property and Bill was the rudest person I have ever spoken to. Please take a course on customer service, you have terrible phone skills. Even if you can’t accommodate the customer you don’t need to be so absolutely rude. I ended up hanging up because he was actually yelling at me, I felt so upset after. I live in the area and I will NEVER recommend this place, seriously, don’t bother calling unless you want to feel horrible.

Cheshire is absolutely the worst. We booked the Twin Lakes Beach House through Home Away for Memorial Day Weekend. Randy was the first to reach out to us. His brevity and attitude were almost comical, like he was bending over backwards to provide us the right of paying $ 2600 for 3 nights in Santa Cruz, which was significantly more than Home Away had said in the first place, but whatever. Also Home Away made no mention of the 3 day minimum which Randy/​Sue thought should have been completely obvious.
After we got there, they didnt mention that we had to drive to Aptos to pick up the key before 5pm or we had to pay a late penalty. For paying almost $ 1000/​day for 3 days, would it be so hard to come and give us the key? So we had to speed down from SF to not incur this cost. We picked up our key from Sue, who shares Randy’s rude and disrespectful tone (she asked my 22 y/​o girlfriend if she was 12, because thats funny).
The house was fine, despite their being zero toilet paper, paper towels, soap, garbage bags, etc. Not sure if thats typical but I would have perhaps expected a warning about that. And as if this wasnt already reason enough to avoid this company like the plague, we had to wait 3 – 4 weeks to get our $ 1000 security deposit back (also note, since we did it on credit card had to pay an extra $ 25). A month to give me back my own money? Is that a joke?
This company needs to be dismembered immediately. Whoever owns this company, please fire Sue, Randy, et al, because you will continue to get zero repeat business with them speaking to customers /​running your business.

Rented a house right on the beach in Santa Cruz from them for a week. House was ok, some maintenance issues — bathroom door didn’t lock, one of the beds wasn’t made, two of the kitchen chairs had broken rungs, very few towels for the 5 of us. Worst part was we paid a $ 200 cleaning fee and they took another $ 100 from our deposit due to «excess sand». Really? It’s a BEACH house!

Rule number one in Vacation Rental Properties… never double book. Well, Cheshire didn’t learn that rule and they also know absolutely nothing about customer services and how to rectify a huge double booking mistake to make it right for the customer. DO NOT RENT FROM THEM!

Wish there was an option for zero stars. They ruined vacation!

We responded to a Craigslist ad from Chesire Rio for a rental in Aptos, but never received a reply. After two days, I emailed the address listed on their website to ask for a showing of the specific rental, (I referenced the CL ad and stated the exact address) and received a reply from Randy, and set up a showing for a few days later. However, the day before the showing Randy emailed to confirm, turns out he somehow thought I was interested in an entirely different rental, and told me I’d have to contact Ken if I wanted to see the one I had emailed about. I called Ken and left him a voicemail, again with the exact address of the rental, which he returned two days later to tell me that the rental was no longer available. The very next morning the rental was re-​listed on Craigslist, so I called AGAIN and left another message, (I only ever got an answering machine when I called the office), then emailed Ken and left another message when I didn’t hear back. A few days later we finally got a hold of him and yes, the rental was available, but OOPS they had made a mistake in the listing and pets were not allowed, even though all the ads they had listed over the past two weeks said they were. Needless to say we did not ever get to see the rental, and will not be looking at any places managed by Chesire Rio again.