Great potential, but not being clean is a dealbreaker :(
At first glance it was a beautiful condo. We arrived around 9:30pm after a long day of travel starting at 5:30am. We started to get settled in by making the sofa bed for my son (14) to sleep and the day bed for my other two sons (10 and 4). We realized that there were 3 spare sheets but all were twin size so there was no bedding to fit the sofa. Then as we tried each sheet we discovered hairs on them. So that prompted us to check the beds and sure enough, both beds had short and long hairs on the sheets and pillowcases. Despite claims that the linens were “commercially laundered,” it was quite obvious that the “cleaners” didn’t even bother to change the sheets from the last guests. That is unacceptable. We stayed awake until 2am laundering all of the sheets. It was a horrible way to start our vacation. I immediately emailed the vacation rental company about this and asked for a refund of the exorbitant cleaning fee, but was only offered an apology and asked if I’d like a “professional cleaner” to come the following day (Fri - rental began on Wed). As we’d already washed the sheets and cleaned the place ourselves, I certainly did not want to risk these cleaners coming in and making things dirty again. Further the floors were filthy as were windows, etc. It needs a deep clean monthly to prevent this filth. Also the cookware, etc is really lacking.
On the bright side, there is great potential w/ better cleaners and the complex is wonderful. We loved the pool and tennis courts.
Thank you for taking the time to share your feedback with us. We sincerely apologize for the cleanliness issues you encountered during your stay. This is certainly not the standard we strive to maintain, and we understand how this impacted your experience.
Please know that we are taking your comments very seriously. We have already addressed this issue with our housekeeping team to ensure this doesn’t happen again in the future. Your comfort and satisfaction are extremely important to us, and we’re committed to making the necessary improvements.
We would greatly appreciate the opportunity to welcome you back and provide you with the high-quality experience you deserve. If you decide to stay with us again, please reach out to me directly at 239-350-6092 so I can personally oversee your stay and ensure everything is perfect.
Thank you once again for your feedback. We hope to have the chance to regain your trust.