Casa Eroici was a disappointing, neglected, and ill-managed property for the moment we arrived...
How sad and disappointing that a property would promote so much and provide so little. If you are planning an exclusive holiday to pamper yourself and treat your family to a first class vacation – DO NOT CHOOSE CASA EROICI. These folks promote, “spacious living room with… dazzling open water views.” Don’t believe it —Disgustingly, a storm covering was ‘stuck’ down for the entirety of our stay, obscuring 1/3 of the ocean view and ensuring the room stay dark all 14 days. It’s a shame that the owners / property managers were not as quick to correct the problem as they were to cash our check. There is zero excuse to not have the storm shade manually opened (at worst) during a guests 14 day, pre paid stay. Next up… we were directed to where the garbage was to be placed (below the home) and instructed that their staff would remove the refuse on garbage day… in line with the properties established pattern of neglect, this did not happen in a timely fashion, and we had garbage that was not removed come pick up time to live with… stay tuned, it gets worse. We scheduled this holiday with my 84-year-old infirmed father; a key factor in choosing this property was the claim and promotion of a working elevator — Don’t believe it! Not only did my father get stuck (between floors) and terrified in their neglected lift… the property managers refused to have it serviced that same day even though the good folks at Islamorada Elevator had the part in stock and were available to perform the service. My father was stranded in the home for over 24 hours, and even though I pointed out to the property managers that he may attempt to use the stairs and fall… service did not come in a timely fashion. There is a veritable cornucopia of ineptitude regarding the care and maintenance of this home – I’ll offer one last major item of neglect, with any luck you will never have to discover the countless minor shortcomings of CASA EROICI. The property is promoted as “gated” – what you are not told is that the gate system malfunctions intermittently ensuring you and your family no feeling of security during your stay. If it were possible to rate less than one star – we would!
Owner's Response: The Owners of the property and Managers would like to respond to this review. It is of utmost concern when a guest provides a negative review of Casa Eroici. We are extremely sensitive to all feedback in an effort to provide the highest level of guest satisfaction. As with any property, it is impossible to anticipate when mechanical failures will occur. We regret these guests experienced these failures during their stay, but disagree there was a “cornucopia of ineptitude” in trying to fix them. We are always extremely responsive to any problems that may arise with this or any property. The reviewer had 4 complaints, 3 mechanical and 1 service issue addressed as follows:
Stuck exterior shutter
Unfortunately, this type of shutter cannot be rolled up by hand. It is operated via motor almost 30ft off the ground. Everything possible was done to find someone in the Keys to address this. 2 companies assessed and declined the work; another never showed. Several calls were made to Miami companies with similar lack of interest in making the trip down to do the work. With extreme perseverance, a shutter co. from Miami has agreed to replace the motor.
When notified by guests the gate was stuck open, we had our gate service tech check it the next day. It was closed upon arrival. It was tested 20 times and it worked just fine. We’re in the process of obtaining quotes for a replacement regardless.
Islamorada Elevator arrived less than 30 min. from time of guest’s call. A part was needed, which was not in stock (contrary to the reviewer’s claim). Given the urgency, they agreed to pull the needed part from a new cab soon to be installed elsewhere. The elevator was fixed the next day.
Guests place trash in bins at the side of the house; cleaning crew comes 2x/wk to take the cans out to street for pick-up. Reviewer sent us a text asking when garbage was to be picked up-we immediately replied that it HAD been picked up. Our cleaning crew, assured us none of the 2x/wk pick-ups had been missed. Guests were asked via email to provide us with details of this complaint, but did not respond.
In summary, we want to assure readers of our response to review #5064179 that we understand frustration with unexpected (& unpredictable) mechanical failures. However, we do not feel the reviewer has given us a fair evaluation, as our response to each issue was immediate, which is our standard of customer service.
Helpful votes: 38/44
Did you find this review helpful?