82 Reviews of Property 94668 in Captiva Island, Florida

Owner's Response: When I read this review, I was greatly surprised to see what was written. Many of the complaints were about things the guest was advised were not included in the Marina Villa package. As to which amenities were to be included and were not included at Marina Villa #905, it was clearly outlined in all emails between us (including one in which the guests specifically asked about the amenities and was informed in our reply that we did not provide all the resort amenities amenities and whom to contact for them). This guest signed an agreement which highlighted that she had been informed in writing of the specific amenities being excluded. This guest failed to take the responsibilities she had agreed with in writing. We make an important point to remind tenants orally and verbally that when you book the Marina Villa, it does not include every amenity of South Seas Resort and does include other amenities which the resort does not offer. Our excellent pricing is a reflection of that.

As for complaints about the cleanliness of the unit, our units are regularly cleaned and inspected; I personally stopped by to inspect the unit on the day this guest arrived, yet the first we heard of such dissatisfaction was in her complaint. However, it was untrue, the unit was impeccably cleaned, we are very thorough; the condition upon her departure was deplorable. On check-in day, I witnessed the cleaners using toothbrushes to scrub the grout in the showers and carefully wipe down baseboards. Our cleaners spend a great deal of time on the unit to insure utmost quality. During this guest's stay, our staff bent over backwards to make the stay more enjoyable, including leaving dinner guests to assist in obtaining a parking pass which had been sent in advance to be presented at the welcome gate. She didn't print prior to a late night arrival. We took care of that immediately so there'd be no delay or inconvenience checking-in. We also worked around a late check-out, even though a later departure had not been requested. We wanted to make the stay more comfortable, even if it meant we would have to work harder to ready the place for the next guest despite the late departure. When it was clear the guest was upset over the amenities we don't offer, we tried to arrange a time to discuss and resolve the problem. We responded in writing when phone calls went unreturned and we sent the relevant emails and contract to help explain the issue. The guest didn't return any calls or emails.