Less than ideal
I struggle with writing anything positive since we had issues with the owner from the very beginning. She misquoted the price for the holiday week, acknowledged on the phone that there could have been a misunderstanding, but since she had our deposit in hand, she refused to make any concessions. Then when we arrived, the icemaker was broken, and she promised to reimburse us for ice, then nothing. We lost several hours of pool time when her yard guy showed up unannounced to cut the bamboo from the back yard. The website also appears to have 3 master king bedrooms with their own bathrooms. Not the case; this complicated our stay. The bathrooms were not very clean, and our shower had a very thick grimy build up. The two extra twin mattresses are not usable as they have springs protruding, making them very uncomfortable. The owner told us that she cleans the house herself and does not hire a professional to do this ( despite cleaning fee charged in addition to the rent.); the house reflects this. Then there was the deposit issue; we left the place in perfect condition and did several loads of laundry for her, and she said we broke a plant and charged us $125. There is no formal check in to clarify existing damages, or formal check out. She also requires a lot of cleaning to be done by the renters prior to check out. You are not notified of this until a few weeks prior to your stay. When asked about the plant we supposedly broke she just sent a note saying they did a "thorough inspection. " Our photos reflect no problems with the plant. She said nothing to us about the plant until two weeks later when I inquired about our deposit. I find this very questionable as two renters probably stayed there since we left. The golf cart needs a new battery as it does not hold a charge. There were no remote controls for several of the TV's; when we asked for them she handed us a bunch of remotes to figure out on our own. I have used VRBO at least a dozen times, and this was our worst experience by far. We go to Florida in large groups often and will not stay here again or recommend this to anyone.
Owner's Response: In reference to the holiday up-charge, this is and has been posted on the website for anyone to see and read through. The rates that were quoted were accurate. The miscommunication of the up charge at the time of reserving was between the husband and wife. Mr. Craig was fully aware of the holiday up charge which he did not properly communicate to his wife, Amy. The holiday up-charge is a standard practice with vacation home, and condominium rentals in this area. The stated rates for this vacation rental are competitive and fair market rates.
In reference to the issue that was reported with the ice maker; I immediately scheduled maintenance personnel to come and fix the issue, and in the interim offered to buy bags of ice to assist them, but when I came to the residence I made contact with Mr. Craig who advised he had already purchased bags of ice, and for us not to worry about it.
The review referenced losing hours of swimming pool use. I advised them that there would be a maintenance man on site briefly to remove some bamboo in the back yard. They were notified twice before his arrival. Once on site, he was there approximately one hour. There was an unusual amount of rainfall during that time, but unfortunately our policies (publicly available on our website) clearly state we do not reimburse for inclement weather (act of God) as we have no control over that.
In reference to the cleaning fee, the residence is in fact cleaned by a contracted, professional cleaning service. I do use a check out list that is provided to all of our guests, and is used as standard practice by a large network of vacation rental homeowners in this area. Further, it is publicly available on my rental website alongside our check-in information, policies and other information of note to our guests.
Upon inspection, the plant in question was found damaged. The pot was turned towards the wall concealing the damage. House inspections are done weekly, and this plant was intact prior to their visit. Photographs are available.
Concerning the confusion on the bedroom/sleeping arrangements, the website lists the residence as having six bedrooms and four bathrooms. It also further lists the bed sizes in each room. The website does not list any “master king” bedrooms.
All rental information can be easily found on the rental website. I am truly sorry that our guests experience did not meet their expectation.
Helpful votes: 1/2
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