4/10 Poor
Sheri D.
7 Jan 2020
Disliked: Cleanliness
Book through the resort and not a private owner!
We booked the “new” ocean view unit and arrived just before the 4pm check in on a Friday night.
Upon arrival, we found the room we had booked to be extremely small, dirty and FAR from "new". There were bleach stains on the carpet and something crusty and disgusting on the carpet at the front door. We requested a different/upgraded room and after paying $150 more and waiting 30-35 min for the owner to update the contract, we were given the larger room next door. The first room was just a bedroom connected to this 2nd room!!
We made it to the 2nd room to walk in and find that it had never been cleaned from the prior rental. Dirty towels on the floor, unmade bed with dirty linens, dirty bathroom, etc.
We contacted the owner again and were told that someone was coming to clean the room. After 45 minutes and still no word from anyone, we had to cancel our dinner reservations.
Finally a “supervisor “ arrived who spoke very little English. She insinuated that we made the mess! After several minutes of explaining, she saw that the previous rental had checked out 5 days earlier!!
We were then told that they did not have anyone available to clean and we were being moved to yet another room.
We contacted owner again, requesting a full refund as we were extremely tired and frustrated with the entire situation. We were denied and told that the contract stated cancellation must be made 30 days prior to receive a refund. When I explained that the contract was not binding because we still did not have a room, I was told that the owner's would NOT refund and we would lose the entire payment. Therefore, we had no choice but to take the 3rd room offered.
Upon arriving in the 3rd room, we found dirty pillowcases, but decided to stay as we were exhausted. The 3rd room was fine, but we lost the ocean view that we PAID for originally (moving from the 24th floor to the 9th floor, losing our ocean view completely), had to cancel dinner reservations that we had made weeks prior and had to deal with the frustration and aggravation of moving from room to room. We arrived before 4pm but didn't actually get into a room until after 7:30pm.
Sheri D.
Stayed 3 nights in Dec 2019