Business ProfileforPalmetto Vacation Rentals, LLC

MY parents and uncle and aunt (all in their late 70's) rented a condo through VRBO for the holiday weekend. Palmetto Rentals is the property management. They arrived on 12/30/21 and picked up keys and info for the condo. They were told if there were any problems to call the number highlighted/circled and leave a message and someone would get back to them with in the hour. When they arrived at the condo and got settled in they tried to turn TV on in living room area it did not work, the TV's in the bedrooms did not work as well. There was a used adult diaper in 2nd bedroom closet. My parents called and emailed multiple times as well as going back to the realty office. AT NO TIME WERE ANY OF THE CALLS OR EMAILS ANSWERED AND NO ONE AT THE OFFICE. They reached out to the cable provider who after multiple conversations informed them there was no TV because the BILL HAD NOT BEEN PAID (not sure if that is the owners or the property managers responsibility). What I do no is the property should not have been rented with out the renter being informed of this.. Finally after I called and left multiple messages on Monday 1/3/22 and continued to call I spoke with the receptionist and explained the situation. Keep in mind there were multiple emails and voicemails as well as a letter left with the keys in the drop box on Sunday. Melanie (think that's correct name) finally contacted parents Monday afternoon and again Tuesday stating she would give them a one night credit for future stay. NOT ACCEPTABLE!! Keep in mind their ages they were not there to go out to bars or clubs for New Years. They wanted to be able to watch the ball drop, Rose Parade and football games and were unable to do so. This company should not be allowed to false advertise and should be ashamed of themselves. DO NOT RENT FROM THIS COMPANY!!!!

In regards to the above review we at Palmetto Vacation Rentals would like to apologize again to this family. We sympathize with the issues stated above. We did receive several calls from the guests however they were left on the general voice mail box at the office while we were closed for a holiday weekend. We didn't receive those messages until after the guest had checked out. We immediately investigated the matter and got the issue fixed before the day was out. The guest did call the emergency telephone line yet didn't leave a message as requested. That line is reserved for true emergencies such as fire, flood, lockout etc. While the problems mentioned were inconveniences they weren't life threatening or property damaging emergencies. The guests occupied the unit the entire time it was booked and therefore we as the property manager are obligated to pay the homeowner for that time. The monies paid for the reservation are in trust and are not our monies. Despite that fact we DID REFUND this guest a full night of their stay, I informed the gentleman I spoke with on the phone that would be coming back on his credit card as soon as possible. Although we weren't obligated to refund the guest we felt it was the right thing to do under the circumstances. The guest requested a refund of the entire stay which we felt was an excessive request due to the fact they did actually stay in an oceanfront condo for three nights. The statement written above that we only offered a credit to the guest for a future stay is FALSE. We feel like we compensated the guest generously given the situation and again apologize for the inconvenience to them.