From James & Michelle Marzoni at 3748 Tuscany by-the-Sea — regarding the dryer, the laundry, and a request for reconciliation.
The Marzoni family has thoroughly enjoyed the quality of service Sanctuary Vacation Rentals has provided throughout our stay. Your team is responsive, kind, and consistently professional — Eddie, the inspector team, the after-hours team, and everyone we have interacted with by text and phone. We genuinely like working with you and look forward to continuing the relationship through the end of our lease and, hopefully, into our next Sanctuary stay.
We wanted to share the following with you so that, when you do speak with the owner about the dryer part and what has been happening, you have a clear picture from our point of view.
As property owners ourselves — and given that James manages commercial real estate assets — we understand how a small kink can become a long, frustrating thread. We know you have to represent the owner, and we appreciate that. We also appreciate that you have already absorbed costs (vendor visits, runs to and from the laundromat, your team's time) on our behalf. We are all on the same team here.
That said: it has now been twenty days. The part has been delayed three separate times, the confirmed May 18 repair did not happen, and our wash-and-fold costs have started to exceed what a new dryer would cost outright. James flagged this possibility in writing on May 5 — four days into the outage — and your team kindly acknowledged it on May 5 and again on May 13.
It is genuinely difficult, with a family of four, to need to package up laundry every two to three days simply to wash a few things. That is what makes this situation feel disproportionate to the underlying problem.
The wash-and-fold cost to date is $910 and still growing. Whether reimbursement comes from the owner via Sanctuary or directly from Sanctuary per our prior text exchanges, we just want to be on the same page that it will happen — and that we will reconcile it at end of lease as James said in his May 13 text. We are flagging it now because the cost has exceeded what a new dryer would cost, which is exactly what James warned about on May 5. The reason for this document is to put it squarely in front of everyone so all hands can triangulate on getting the part — we have come this far on it, and we want to help close it out.
Every date below is drawn from the text thread with Sanctuary Guest Services. Italicized text in red borders is from James. Italicized text in grey borders is from Sanctuary. Rows tinted gold are laundry-specific exchanges.
Pulled directly from the Hyatt Visa (...2795) and Alaska Family card statements. Pending charges shown for completeness.
We are sharing the math below so Sanctuary has a clear picture of the costs when speaking with the owner. A note on which laundry service we used and why: Sanctuary originally arranged for Del Monte Laundry, who runs $2.99 per pound with pickup and delivery. We would have been happy to keep that going on Sanctuary's account — but the first turnaround came back in five days, not 48 hours. With a family of four and no dryer, we could not wait that long for clean clothes, so we took matters into our own hands and went to Rancho Laundry, which is close to the house and convenient. Rancho charges $5.00 per pound. We accepted the higher rate to get clothes back in a day instead of five.
To be very clear: we paid over $70,000 in one chunk for this stay, including $17,000 for the month of August, because we wanted the quality of service and quality of home Sanctuary delivers. Living under the Sanctuary umbrella has been nothing but a delight. We are putting these numbers in writing strictly in the spirit of our collaboration to get the dryer part across the finish line.
Here is what each Rancho Laundry charge represents in actual weight. These are normal individual wash-and-fold drop-off sizes for a family processing clothes, towels, and bedding because the in-home dryer is unavailable.
| Charge Date | Amount | ÷ $5.00/lb | = Pounds |
|---|---|---|---|
| May 6 | $140 | at $5.00/lb | ~28 lbs |
| May 12 | $180 | at $5.00/lb | ~36 lbs |
| May 13 | $260 | at $5.00/lb | ~52 lbs |
| May 19 | $80 | at $5.00/lb | ~16 lbs |
| May 19 | $185 | at $5.00/lb | ~37 lbs |
| May 20 | $65 | at $5.00/lb | ~13 lbs |
| Total — 6 loads, 20 days | $910 | ~182 lbs |
Appliances break. The lease is clear that our job is to report issues promptly — which we have, politely and in writing, from day one.
Scheduling vendors, chasing the part, communicating with us, and absorbing the costs of vendor visits and laundromat runs. We see it and we appreciate it.
James voiced the wash-and-fold cost concern in his texts on May 5, May 6, May 8, May 11, May 12, May 13, and again today. The cost is now $910 and growing — exceeding the cost of a new dryer, which is what James warned about on May 5. We are putting it in one document so everyone has a clean picture of where things stand, and so we can all focus together on getting the part across the finish line.
On May 5, James said in writing that "laundry could cost more than a new machine at wash and folds." That is now where we are. He repeated the concern on May 6, May 8, May 11, May 12, May 13, and today. Sanctuary acknowledged it kindly on May 5 and May 13 — we are grateful for that.
The dryer in the home is an LG ThinQ Dual Inverter HeatPump. New, this model family runs roughly $1,399 to $1,699 at major retailers (Home Depot, Abt, LG.com).
It is clear the owner cares about this house. It is beautiful, and you all take such good care of it. Thank you for your understanding as we work through this together.