The Rental that I agreed to pay was not what I received when I arrived.
When I finally arrived to the rental unit after given wrong directions as to where and get the key for the unit; I paid for a room that had a King, 2 queens and sofa sleeper. What I got was a king, queen, full and sofa sleeper. At which when I called the same day I arrived. I was told there was nothing that could be done and I was stuck with that. Then Find out that the stove does not work but one burner, refergator was not staying cold and the ice maker was not working either. The mattress in the sofa sleeper was not good. I had to go out and purchase a Air mattress at my expense because my husband and I couldn't sleep together on a full. The vacation rental sent someone out to check all the things that were wrong on Friday at 2, and the lady who came did say that it was a full, and saw everything else that was broken. A work order was put in for Stove and referigator at which no one came til after 7pm, at which, we were only able to use the stove for 1 day which was saturaday. The commpany had to go out and buy ice, and sent another person to see why the referigator and ice maker werent working. I had been in contact with the company everyday and dealing with them and the company telling me that there was nothing that could be done and no refund would be given to me. When I checkout on Sunday, i was told that the manager would be there for me to speak to about all the problem I had when I went to check out, i was sent on my way saying that Mr. ****** ****** would not be able to see me and would contact me on Monday. I waited all day Monday and didn't get a call back. I then called on Tuesday and had to leave a message for Mr. ****** with them saying he would contact me back after he was finsihed with a customer he was with. Never got a call back on Tuesday. I then called again on Wednesday and left a message on Mr. ****** ****** voice and once again didn't get a call back. It wasn't until Thursday that I got a call, and nothing was resolved. Mr. ****** then said he would call me back Friday because he needed to talk to his manager, which at this point no body was willing to help or understand the **** that they had put myself and my family in, while we stayed at their vacation rental. All they wanted to do was give me 200 credit for a future stay, with all that we went through I would never stay there again and they refused to refund me any of my money.. Their customer Service was by far the worse and did nothing but stress me out at which I had to see my doctor because i'm also 6 months pregnant having to deal with this company and poor service skills or honoring what i paid for.
I would like to either receive a full refund or at least half of what I paid.
We sincerely apologize for the communication breakdown you experienced during your recent visit with us. Certainly it is not our usual operations for you to arrive at the wrong office to begin your special time at the beach. Even though mechanical issues such as the stove and refrigerator issues do occur, we are sorry it is something you had to experience until we could arrive to fix both issues. The two queen beds supplied in this property was something that you questioned but we did verify that the sizes of these beds are 60"x80" which is the queen bed size we advertised. Finally we deeply apologize for the delay in communicating with you after your departure.
Since we would welcome the opportunity to provide a better experience, we are offering a $200 future stay gift certificate that can be used in the next two years on any visit with us, even in peak season. We hope you will seriously consider giving us a second chance to exceed your expectations.
(The consumer indicated he/she DID NOT accept the response from the business.)
The size was verified after the fact we left the location, once to me the beds were changed. You sent someone in when we were there and they even said it was a full; at which she was going to contact the owner of the site and see why the beds were switched out. You telling me you check the size that was only after we a had already left the site and believe they switched out the beds after the fact. I refuse to do come back and stay with you guys again like I said before so a credit does me no good, when you destroyed my vacation for me and my family. I had to go out and buy a queen size air mattress which was at my expense and after I notified them about me having to buy this I was told, that since it was a full size that they could have brought up a queen after the fact. Offering me a credit benfits your company that in no way is help me, because helping me would have happened when I was already there, not almost 2 weeks after the fact and finally conatacting me a week after we had stayed there. Extermely poor customer service no regards for what myself and family went through. This whole thing has stressed me out while being 7 months pregnant now. As for the Stove and refrigertor were not fixed til the 2nd night at which it was already after 8pm when that was all taken care of. Which means I was only able to use those for 1 day. I want either a full refund or half my money back.
Final Business Response
We are very sorry that you have chosen to reject our offer of a $200 credit toward another vacation with us, since we would very much like to provide you with services that delight you.
Regarding the bedding furnished in the property that you rented, each property is individually owned and equipped to the taste and expense of each property owner. The owners can make substitutions to the property furnishings but the owners did not do so at this property upon your departure.
As our Rental License Agreement states, we do not offer refunds for mechanical failures during a rental visit, therefore a refund is not being offered. We do however stand by our offer of a $200 credit on a future visit if you wish to give us a second chance.