Jan
LIFE DANGER & BAD CUSTOMER SERVICE!
We spent 5 months in one of their houses (casa golf). The owner rescues stray dogs and gives them access to the entire property which includes all exclusively rented open areas like the barbecue area, swimming pool and parking lot of each house. There are about 20 dogs and some of them are quite aggressive. Two months ago I walked from the parking lot to the entrance of the house and was bitten by two dogs. I was hospitalized and since then I am unable to walk properly. That specific day we asked them to have the dogs in a secured space as there was family with a little child visiting us. The owner didn’t care and let all the dogs out for which reason the accident happened. I know the owner for over 4 years and he couldn’t care less about the accident and me as a client. He didn’t talk to me directly after the accident and has been running the entire communication via one of his property managers even though I always used to act solution oriented. First they offered a discount of the rental fee due to the accident and the fact that I was heavily injured without being able to walk and use the swimming pool and other facilities. Then all of a sudden they changed their mind and argued that it could also be that I made a strange sound for which reason the dogs attacked me, rejected the initial offer and even claimed that I wanted to take advantage of the situation. So, they literally wanted to make me responsible for their negligent behavior and told me that the owner would be allowed to have the dogs run around wherever he wants because it is his property. So, they don’t value guest safety and during our stay we noticed two more dog attacks on the property. One day after the accident occurred the same dogs that attacked me were already walking around the property again even though they had promised us to keep them inside. Dogs also run around and bark permanently at night. When signing the rental contract they promised us to keep the loud dogs far away from the house at night. Another promise that they didn’t keep. There were multiple occasions where they promised something and a few hours or days later they changed their mind completely. So, their service quality is on the lower end and they let you feel that they do not value you as a customer at all. The accident is definitely a case for SENASA and if your health and a customer oriented service are important to you then Turfsafari is definitely not your place. I am still in shock not only because of the accident but also because of the way I was treated by the owner and his property manager while suffering from a severe injury that could have been prevented easily. I feel that this place is heavily lacking empathy and basic human values which leads to a very bad customer service and guest experience.