“Location Amazing, Communication Poor”
Review #17231402 “Tropical Spectacular Gulf Front 6 bedroom w/ private heated pool/hot tub” ★ ★ ☆ ☆ ☆ While the house and location were everything we wanted, the business part was NOT satisfactory. Once the money was received by the owner, there was NO further contact, emails bounced back and phone calls went to voice mail. 2 days before arrival I finally managed to contact and get confirmation. Very unacceptable. Once we got there, the water was shut off for 1 hour the first morning we were there. It was water softener maintenance, scheduled during our rental. Very inconsiderate, To top it off I had to contact the owner twice in order to get the security deposit back. I received it one month after we rented. Many people in our group would love to return to this great location, however I would not want to do business with them again.
First I want to say I apologize for your inconvenience and your lack of communication. I have many many guests who return year after year and just love it there and I receive wonderful reviews especially on all my other websites as well! I sent out the policies and procedures and the check in information for you to look and over and I mentioned that during your stay, I would be out of contact a few days and that I gave you 2 of my caretakers contact information if you had any questions or concerns during your stay. They are available 24/7. I mentioned that I live in Hawaii which is 6 hours behind EST and I also travel to the other vacation homes that I have all throughout the islands to make sure of their upkeep is satisfactory and sometimes, very rarely during those trips I am out of cel service, so I have caretakers at all my properties who can be reached and who are more than willing and love talking to my guests to give them input on things to do and where to go and to eat and to help with anything at the homes. Sorry about your lack of communication, I had mentioned that it was important to read the instructions and policies and procedures as well. About the Water purifier/Softner system, I have a huge commercial size system that takes care of the entire home and it needs to be flushed once a week. It is on a timer that runs at 3-4 am in the earlier morning hours. I believe it may have had a power surge where the electrical power might have flicked on and off and it may have stopped the timer system and that is why it probably came on later that morning. That was not done on purpose or intentionally, I assure you. I need to have that system as it maintains proper function of my high end appliances and also makes the water pure and tastes fresh for my guest, it is not a cheap system to have, Im sorry you were not able to appreciate it, but it did make your water during you stay more enjoyable and tasty!! :-) Again I'm glad you enjoyed the location and the majority of your stay, sorry for your inconveniences. Your security deposit was returned to you, but for some reason the address that you wrote down was not legible and was missing a number, it was not because we tried to keep your deposit. You received your full deposit, also back then, several years ago, the websites didn't return deposit until 30 days after date of departure, when you made your reservation, the deposit was set to be returned 30 days, you again did not read the full disclosures and instructions. Currently, now the deposit return policies are it is returned within 7 days of departure. Thank you again for your stay, and glad you enjoy our home and the location, it is my children's favorite place to visit!!!