Anna maria island accommodations8/2/2023 ![]() ![]() And as a final shot I put a comment up on ******** saying we were being ignored and had a problem with our house and this was taken down but no one again felt the need to respond to me. I then forwarded my email by text and this was ignored. I then in desperation texted the text number on the website saying I needed to speak to someone - I got a text back saying that they could help. She assured me this was not that case and that people were working on it again this was a lie and I was ignored. Next morning I phoned again and more clearly told ************ suspected the strategy was to ignore me until my holiday was over. I said I needed a response asap as our holiday was being ruined by the house which was totally different to photos and to the standard of the price point we were paying. I phoned twice that day and spoke to ***** and was told that my messages had been passed onto the relevant managers and they were working on it and would be back to me. I followed up with a second email on 27th as wanted to move and this too was ignored. I asked for a reply asap so I could progress. I offered two solutions that I wanted either a partial refund to reflect the above or that we would move on the 27th December. The next day (26th December) I sent a detailed email (copy attached ) with photos, showing the dirt throughout the house, the floors, fridge, skirting boards, drawers, dust and most particularly the outside areas which were revolting and totally unusable. The first night yes they responded to my request for clean sheets - to be expected given sheets were dirty! I had to change the beds myself as they were literally dropped to my door. I have more images and video If these arent clear Interesting I see their terms and conditions say you waive the right to seek damages for cleaning but I did not in fact sign them and no one ever followed up with me on that. $9,500 for a week so extremely expensive and at that price surely I can expect to get some quality and service. I am shocked at being ignored and feel I am dealing with scammers. I also notice that their are no consumer reviews for this property on any website (Although their was when I booked several months ago) and I believe they have taken them all down like my ******** comment as clearly they would be negative. Also I put up a negative comment saying I was being ignored on their ******** page and this was taken down immediately. I have phoned every day and its a call answering service in Virginia and I get fobbed off being told management are looking at it but may take a couple of days to come back. This was ignored, I also sent a follow up which was too ignored. I also said if they were unwilling to do that we could instead move out on 27th December and seek a refund for remaining nights. Next day 25th December I sent an email saying we were really unhappy sent pictures of the dirt of place etc and asked for a partial refund to cover our disappointment and fact outside area was so dirty it was unuseable. on arrival I phoned and asked for new sheets they brought some. Sheets dirty blood / food stains on them etc. Property really shabby and totally different to pictures which presented a new, clean house. We rented a vacation property with this company. We did find this guest an alternative accommodation, which we were happy to, and we considered that the final resolution. ![]() This being said, when alternative accommodations are provided, we are not required to provide any additional compensation. In this case, a refund would only apply if the property was re-rented and any discounts in the re-rented property would be taken from the guest's refund. No changes are permitted during the stay." Per the contract, changes in properties during a guest's stay normally falls under the normal cancellation policy, in which we open their original property back up for rent. As per our Terms and Conditions that this guest signed prior to arrival, "If Guest needs to shorten their stay or change to a different property, the normal cancellation policy applies. We understood the guest's concerns, and were luckily able to provide them with alternative accommodations. It is our goal to provide guests with a sanitary, clean and fun environment while staying with us. We were truly sorry to hear about this guest's experience upon entry to their first rental. ![]()
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