I rented a condo on North Topsail Beach 2 weeks ago from Treasure Realty. I have rented a condo and beach houses from them before but never had any issues that I needed help with. This experience was very disappointing. First of all, we were given keys to our condo at 3pm on Saturday (normal check-in time) and unloaded our things, then just arrived back with groceries to find that the cleaning crew was JUST ARRIVING to clean and prepare the condo for us. It was 4:45 pm. I called the office and was told that they would check back in with me on Monday and that we would be reimbursed the 'time lost'. As we unpacked, we became increasingly dissatisfied with the rental unit. First of all, it was DIRTY. There was thick dust in several places that I was told 'must have been missed during spring cleaning' and the floor was so dirty that we had to wear shoes all week so our feet weren't black with dirt. It had an overall run-down feel, definitely not the vacation condo were hoping for. My in-laws stayed in the master bedroom, and my family of four slept in the second bedroom, with a queen bed and bunks. There was no dresser for our clothes, and the queen bed had three foam pads stacked on each other instead of a mattress! My husband has chronic back problems and had to sleep on the couch all week. The toilet rocked when you leaned over to get toilet paper, the balcony light was burned out, there were only two chairs on the balcony (condo advertised to sleep 8), the curtain rod for the sliding glass door fell down when we tried to close the curtains.... I sent a lengthy email message to Treasure Realty that night (Sat) but still had not heard anything from them Monday afternoon. I finally called them and spoke with the Maintenance Supervisor. I was told that the owner of the unit takes care of their own maintenance issues, and they were waiting to hear from them. I don't think they ever planned on calling me. He said "You have electricity and water, so there's no emergency..."!! Later that day someone came the fix the AC that was not working (we sweated through the first two nights). Two maintenance men brought chairs for the balcony Tuesday morning and fixed a few of the other issues we brought to their attention. They were appalled at the condition of the condo and took pictures to take back to the rental office. We never heard from the office again. The dirtiness of the unit was never addressed (how hard would it be to send a cleaning crew back out?), nor was the mattress issues, toilet, etc. I did not call back because I was not going to spend my vacation trying to get them to respond to me. After our trip, I called the office to talk to someone about our experience. A message was taken for a manager to call me back, and two days later, when no one called, I called again. I spoke to the same maintenance manager who said that he would consider a reimbursement, but it was against their policy, and he would email me his decision. I had an email 30 minutes later stating that I would be reimbursed $25 for our time lost (late check-in due to cleaning crew) and they would waive the $60 reservation fee the next time we rented with them. Believe me, I do not plan on renting from them again!!!
Treasure Realty is awesome!
I rented a condo on North Topsail Beach 2 weeks ago from Treasure Realty. I have rented a condo and beach houses from them before but never had any issues that I needed help with. This experience was very disappointing. First of all, we were given keys to our condo at 3pm on Saturday (normal check-in time) and unloaded our things, then just arrived back with groceries to find that the cleaning crew was JUST ARRIVING to clean and prepare the condo for us. It was 4:45 pm. I called the office and was told that they would check back in with me on Monday and that we would be reimbursed the 'time lost'. As we unpacked, we became increasingly dissatisfied with the rental unit. First of all, it was DIRTY. There was thick dust in several places that I was told 'must have been missed during spring cleaning' and the floor was so dirty that we had to wear shoes all week so our feet weren't black with dirt. It had an overall run-down feel, definitely not the vacation condo were hoping for. My in-laws stayed in the master bedroom, and my family of four slept in the second bedroom, with a queen bed and bunks. There was no dresser for our clothes, and the queen bed had three foam pads stacked on each other instead of a mattress! My husband has chronic back problems and had to sleep on the couch all week. The toilet rocked when you leaned over to get toilet paper, the balcony light was burned out, there were only two chairs on the balcony (condo advertised to sleep 8), the curtain rod for the sliding glass door fell down when we tried to close the curtains.... I sent a lengthy email message to Treasure Realty that night (Sat) but still had not heard anything from them Monday afternoon. I finally called them and spoke with the Maintenance Supervisor. I was told that the owner of the unit takes care of their own maintenance issues, and they were waiting to hear from them. I don't think they ever planned on calling me. He said "You have electricity and water, so there's no emergency..."!! Later that day someone came the fix the AC that was not working (we sweated through the first two nights). Two maintenance men brought chairs for the balcony Tuesday morning and fixed a few of the other issues we brought to their attention. They were appalled at the condition of the condo and took pictures to take back to the rental office. We never heard from the office again. The dirtiness of the unit was never addressed (how hard would it be to send a cleaning crew back out?), nor was the mattress issues, toilet, etc. I did not call back because I was not going to spend my vacation trying to get them to respond to me. After our trip, I called the office to talk to someone about our experience. A message was taken for a manager to call me back, and two days later, when no one called, I called again. I spoke to the same maintenance manager who said that he would consider a reimbursement, but it was against their policy, and he would email me his decision. I had an email 30 minutes later stating that I would be reimbursed $25 for our time lost (late check-in due to cleaning crew) and they would waive the $60 reservation fee the next time we rented with them. Believe me, I do not plan on renting from them again!!!