El Matador Condominium Association, Inc.

I booked a condo unit 243- 4 months ago with this management company, the website said it had been updated and pics seemed to look nice. I even called and asked if they have "mattress covers" which a cover would cover the mattress and they said yes. This unit was over $1400 between the down payment and final payment made on June 4th. We arrived at our unit on Sunday June 19 2016 when we arrived the offices were closed because it was Sunday. After a 13 hour drive we got the keys and we're excited to start our 5 day vacation. We walked in and went to check the beds immediately for cleanliness, bugs etc.... What we found after inspection was disturbing. The white sheets were not white more like off white, the white bed spread had debris of dirt, dark lint, not really sure what all it was, when we pulled the sheets back we found that there was mattress "pad" not "covers" like I was told on the phone. The mattress was absolutely disgusting, stained all over and was old. When we proceeded to look under the mattress there were bed bug detectors or traps, I have never seen this in a condo or hotel and immediately I figured they must have had them because that is so odd. We went into the other room and the other mattress was exactly the same way. There was roach which they later said was a June bug?... There was outlet covers missing from the wall outlets- safety hazard, the screen door was broken and had mildew growing on it, the floors looked like that hadn't been cleaned properly, when I clean floors that means vaccuum and mop hard floor surfaces. The decor frame around the tv on the wall was broken off hanging on the tv which leads me to believe no one took care of this unit or inspected it recently because why would you leave it like that? I called to see if I could get a hold of anyone at the office and of course I couldn't so I left a message as I was very upset that this unit was so not what I thought it would be when I looked at it online. Whoever they have cleaning these units is obviously lazy and incompetent to leave it in the shape it was in. I may have A higher standard of living and quality than some but when I pay that amount of money for something I expect to get quality. I found the contact information on Facebook of the actual owner and sent her pictures that we took. We had no choice but to go book something else since no one called us. After 24 hours I called them again to talk about it and they said I was basically crazy... They said the unit "wasn't that bad" and they did recommend the owner get new mattresses. They said the traps were precautionary, which that is the strangest thing I ever heard or seen, I have stayed many places and I have others to compare to and let me tell you it was dirty and unacceptable for my standards which is all that matters since my family had to stay there. I have pictures to prove my accusations. They refused to refund me and told me to dispute it with my credit card company. Our family vacation went from 5 days to 2 due to the incident. The owner who was apologetic in the intial contact with me turned cold and unhelpful and even proceeded to tell me the security guard said we were only there for 30 minutes (why would I stay longer than that?) and he had never seen anything like it before and then said I was dramatic on the message to the office manager, you do not treat a dissatisfied guest that way and she said not to contact her anymore regarding the matter. This was literally a nightmare.