We recently stayed in one of their properties on vacation The outside of the property was over grown, lending to know breeze on any of the porches and spiders in our beach chairs daily It had inadequate air conditioning on the back side of the house So hot that our children couldn't sleep in their room The air filter hadn't been changed for months, it was dated The dust on the air vent was thick There was a roof leak in one of the bathrooms None of the beds had mattress covers Very disappointing after spending so much for this rental And after reading others reviews this is common for lots of their properties After our stay, I complained and was told these things would be addressed I addressed the fact this wouldNP help us now that our trip is over and that these things should be handled before renting the property out
We arrived at the house after the 7 plus hour road trip. We found that the side door glass had been broken - someone arrived to fix it shortly. My wife noticed fleas on our infant son, and determined that they must have come from the couch. She called and left a message for the rental agency, as by that time it was after hours. The call was never returned. We also found that the 3rd bedroom was off the back of the house could barely be called a bedroom - it looked as though they had converted an old back deck into more square footage, and installed the bare minimum interior finishing to call it a finished. The fenced in area behind the house was not attached to the house and the bottom of the feet of our toddler were black (literally) after walking around on the living room floor for an hour.
Going to bed that night in the master bedroom was not a restful experience. The mattress was so hard, we completely understand why the person who wrote a previous review for this property opted to sleep on the dirty couches their first night. Random springs would poke us in the back. Both my wife and I had problems with sore shoulders and back pain respectively after the first night. I can't speak for the other beds, since we did not use those.
We went to the beach in the morning, and when arriving back, my wife could not open the side door. The wood had swollen to the point that it would not budge - this was most likely the reason that the glass was broken in the first place. It took all my weight, banging on the door to open it. Once it was open, we were no longer able to get it closed..
At this point, we called the rental company about our issues, as we had not received a call back from the previous day. My wife spoke to the receptionist and told her about the issues with the bed, door, and fleas, then was transferred Reece in the maintenance department. Reece was very rude in the way he spoke to my wife. The bed problem was dismissed as a non-issue to him, the bug problem was responded to with a reluctant, and I quote, "well, you'll have to leave if we are going to bug bomb the place"; and when we voiced our issues with leaving the side door open while we went to the beach again, his initial solution was, "I've lived here for 20 years and I've never locked my door". He did address the stuck door problem by sending Glen out to fix it. The door was slightly easier to open at that time. He did not have the correct tools with him to do any more than that and the door was stuck again the next morning. While this was not an essential door, it was the door next to the outdoor shower, so without it, after showering off the sand from the beach, you were required to walk back through more sand to get into the front door, making the outdoor shower somewhat useless.
The next day, we decided to go into the management company building and speak to someone in person, since trying to get our issues solved over the phone had not been fruitful. I went in and spoke to a representative about the door and bed issues (not the fleas, since we hadn't spotted anymore fleas since the first night, and we really did not want to get kicked out so they could bug bomb the place). I had spoken to someone a few months prior, after reading the first review on the place about our concerns and our desire to cancel our reservation; they had said that they would take care of our concerns, and that they would buy a mattress topper if it was needed. I informed the representative I was speaking to in person about this phone conversation I had, and she denied that the solutions they had promised over the phone would ever be something they'd commit to doing. They also stated that they bought the mattresses for all their properties, and felt these mattresses should be fine. The outcome of this visit was that they needed to call the owner and get a mattress topper approved for purchase, and that they needed to dispatch one of their servicemen out to fix the door. The $40 1.5-inch egg crate topper was delivered to us at around 7pm, and the approx. 2pm service call never happened.
The next day, the company finally dispatched a maintenance man named Mark - who was extremely polite and, along with Glen, was a ray of light in this ordeal. He managed to shave off the door jamb properly this time.
The rest of our stay was pretty uneventful, save for an abundance of cockroaches on the last night of our stay.
My recommendation is to spend your money with a different company, - even if it was $1000 more for the week, it would be money well spent. We have never spent that amount of money with a company and had to deal with such a poor attitude towards a paying customer for what were, quite frankly, extremely reasonable requests. The fact that there was such reluctance on their end to acknowledge the issues and repeated asking on our part to solve these issues, is inexcusable. May this be a warning to anyone looking to rent from this business.
My family rented a unit , Oak Island Beach Villa 1211, from8/22-8/29/15. The unit was not cleaned when we checked into the unit. I left voicemails for the owners assistants and the head of housekeeping. I received no callbacks. The next day I continued to call for 2 hours before I reached someone. They took my info and promised to call me back. Someone showed up to clean the unit 2 hours later. I still never received a callback to check on the service. Later in the week I sent an email regarding departure housekeeping and no one replied. I finally had to call several days later to get an answer.
The unit was run down with various things broken or not working - no lights in 2 of the ceiling fans, no lights in the stove/microwave. The bathroom toilet paper holder was broken. One of the living room lamps was broken. There was not enough silverware for a full set. The shower head in the master bath is broken off from the wall. Ceiling fans had layers of dust as well as the register return in the unit. Sand on the bedspreads. Cockroaches appeared 3 days later.
My family rented Eden Cove #11 during the week of August 8, 2015. We were told when making the reservation 3 months before that the pool would be ready for use June 1st. It was still not ready on August 8 and we were totally deceived about this. Many calls and emails were sent about this with no reply. After checking in, we made numerous calls during the week about the refrigerator ice maker not working and that when the shower in the master bedroom on 3rd floor was used, the water poured through the ceiling and recessed light fixture on 2nd floor which created a safety issue. Maintenance and plumbers came out and the water poured through the ceiling a second time. We were told not to use the master bath shower for the remainder of the week. The handle on the toilet had to be held on to flush. In the kitchen, the dishwasher could not be used for pots and pans because when the door was opened, it hit the oven door such that you could not open it wide enough to get dishes inside. Also, the back of the dishwasher was completely exposed into the family room which would seem to create a safety hazard. This unit is a 3-story townhome which has all hardwood floors. The floors were so dirty that if you were to go without shoes your feet were completely black on the bottom. The elevator in our unit and the unit next door both became stuck between floors during use. We made many calls and sent many emails but representatives would not return our calls about the pool. With the exception of the pool, they would not reimburse us for any of the items not working or that could not be used and were still not repaired when we left. We will NEVER use this company again. Extremely poor customer service.
I was told by two different people when checking on reservations a year in advance that I could rent a particular house for three nights. When I actually tried to make the reservation I was told it had to be for a week. I could have understood if the two had not already told me I could. If I did decide to rent for a week I would not use this company because of this.
We recently rented a house from Better Beach Rentals. We have been vacationing on beaches along the North Carolina coastline for many, many years. Never have we rented a place that was so filthy! Upon entering the home, we saw mildew on the cupboard doors, the air vents were covered in mildew, there was hair in the tub, a stained and disgusting bath [redacted], sticky floors and a sliding glass door that couldn't be opened. We immediately called the agency. They sent cleaning crew to the house. The crew thought the mildew was mold and suggested that we move. The head of the cleaning group came out to look at the house. She had the 2 ladies clean the cupboard doors but little else. After more phone calls, the night manager came out and wiped some of the mildew off the air vent. He managed to open the sliding glass door with great effort...basically lifting it off the track. When we complained that is was a fire safety issue, he said that we should use the window which was blocked by the stairs. He was very rude! The next morning we complained at the agency. Again, they said the mildew was to be expected when you are near the ocean. They did send out 2 other people who only did minimum work, not really addressing the filth that was evident everywhere. When we asked for money back for at least one day's stay, they wouldn't hear of it since they said they addressed the issue within 48 hours. NEVER AGAIN will we stay on Oak Island! This business should be closed!!!
We recently stayed in one of their properties on vacation The outside of the property was over grown, lending to know breeze on any of the porches and spiders in our beach chairs daily It had inadequate air conditioning on the back side of the house So hot that our children couldn't sleep in their room The air filter hadn't been changed for months, it was dated The dust on the air vent was thick There was a roof leak in one of the bathrooms None of the beds had mattress covers Very disappointing after spending so much for this rental And after reading others reviews this is common for lots of their properties After our stay, I complained and was told these things would be addressed I addressed the fact this wouldNP help us now that our trip is over and that these things should be handled before renting the property out
We arrived at the house after the 7 plus hour road trip. We found that the side door glass had been broken - someone arrived to fix it shortly. My wife noticed fleas on our infant son, and determined that they must have come from the couch. She called and left a message for the rental agency, as by that time it was after hours. The call was never returned. We also found that the 3rd bedroom was off the back of the house could barely be called a bedroom - it looked as though they had converted an old back deck into more square footage, and installed the bare minimum interior finishing to call it a finished. The fenced in area behind the house was not attached to the house and the bottom of the feet of our toddler were black (literally) after walking around on the living room floor for an hour.
Going to bed that night in the master bedroom was not a restful experience. The mattress was so hard, we completely understand why the person who wrote a previous review for this property opted to sleep on the dirty couches their first night. Random springs would poke us in the back. Both my wife and I had problems with sore shoulders and back pain respectively after the first night. I can't speak for the other beds, since we did not use those.
We went to the beach in the morning, and when arriving back, my wife could not open the side door. The wood had swollen to the point that it would not budge - this was most likely the reason that the glass was broken in the first place. It took all my weight, banging on the door to open it. Once it was open, we were no longer able to get it closed..
At this point, we called the rental company about our issues, as we had not received a call back from the previous day. My wife spoke to the receptionist and told her about the issues with the bed, door, and fleas, then was transferred Reece in the maintenance department. Reece was very rude in the way he spoke to my wife. The bed problem was dismissed as a non-issue to him, the bug problem was responded to with a reluctant, and I quote, "well, you'll have to leave if we are going to bug bomb the place"; and when we voiced our issues with leaving the side door open while we went to the beach again, his initial solution was, "I've lived here for 20 years and I've never locked my door". He did address the stuck door problem by sending Glen out to fix it. The door was slightly easier to open at that time. He did not have the correct tools with him to do any more than that and the door was stuck again the next morning. While this was not an essential door, it was the door next to the outdoor shower, so without it, after showering off the sand from the beach, you were required to walk back through more sand to get into the front door, making the outdoor shower somewhat useless.
The next day, we decided to go into the management company building and speak to someone in person, since trying to get our issues solved over the phone had not been fruitful. I went in and spoke to a representative about the door and bed issues (not the fleas, since we hadn't spotted anymore fleas since the first night, and we really did not want to get kicked out so they could bug bomb the place). I had spoken to someone a few months prior, after reading the first review on the place about our concerns and our desire to cancel our reservation; they had said that they would take care of our concerns, and that they would buy a mattress topper if it was needed. I informed the representative I was speaking to in person about this phone conversation I had, and she denied that the solutions they had promised over the phone would ever be something they'd commit to doing. They also stated that they bought the mattresses for all their properties, and felt these mattresses should be fine. The outcome of this visit was that they needed to call the owner and get a mattress topper approved for purchase, and that they needed to dispatch one of their servicemen out to fix the door. The $40 1.5-inch egg crate topper was delivered to us at around 7pm, and the approx. 2pm service call never happened.
The next day, the company finally dispatched a maintenance man named Mark - who was extremely polite and, along with Glen, was a ray of light in this ordeal. He managed to shave off the door jamb properly this time.
The rest of our stay was pretty uneventful, save for an abundance of cockroaches on the last night of our stay.
My recommendation is to spend your money with a different company, - even if it was $1000 more for the week, it would be money well spent. We have never spent that amount of money with a company and had to deal with such a poor attitude towards a paying customer for what were, quite frankly, extremely reasonable requests. The fact that there was such reluctance on their end to acknowledge the issues and repeated asking on our part to solve these issues, is inexcusable. May this be a warning to anyone looking to rent from this business.
My family rented a unit , Oak Island Beach Villa 1211, from8/22-8/29/15. The unit was not cleaned when we checked into the unit. I left voicemails for the owners assistants and the head of housekeeping. I received no callbacks. The next day I continued to call for 2 hours before I reached someone. They took my info and promised to call me back. Someone showed up to clean the unit 2 hours later. I still never received a callback to check on the service. Later in the week I sent an email regarding departure housekeeping and no one replied. I finally had to call several days later to get an answer.
The unit was run down with various things broken or not working - no lights in 2 of the ceiling fans, no lights in the stove/microwave. The bathroom toilet paper holder was broken. One of the living room lamps was broken. There was not enough silverware for a full set. The shower head in the master bath is broken off from the wall. Ceiling fans had layers of dust as well as the register return in the unit. Sand on the bedspreads. Cockroaches appeared 3 days later.
My family rented Eden Cove #11 during the week of August 8, 2015. We were told when making the reservation 3 months before that the pool would be ready for use June 1st. It was still not ready on August 8 and we were totally deceived about this. Many calls and emails were sent about this with no reply. After checking in, we made numerous calls during the week about the refrigerator ice maker not working and that when the shower in the master bedroom on 3rd floor was used, the water poured through the ceiling and recessed light fixture on 2nd floor which created a safety issue. Maintenance and plumbers came out and the water poured through the ceiling a second time. We were told not to use the master bath shower for the remainder of the week. The handle on the toilet had to be held on to flush. In the kitchen, the dishwasher could not be used for pots and pans because when the door was opened, it hit the oven door such that you could not open it wide enough to get dishes inside. Also, the back of the dishwasher was completely exposed into the family room which would seem to create a safety hazard. This unit is a 3-story townhome which has all hardwood floors. The floors were so dirty that if you were to go without shoes your feet were completely black on the bottom. The elevator in our unit and the unit next door both became stuck between floors during use. We made many calls and sent many emails but representatives would not return our calls about the pool. With the exception of the pool, they would not reimburse us for any of the items not working or that could not be used and were still not repaired when we left. We will NEVER use this company again. Extremely poor customer service.
I was told by two different people when checking on reservations a year in advance that I could rent a particular house for three nights. When I actually tried to make the reservation I was told it had to be for a week. I could have understood if the two had not already told me I could. If I did decide to rent for a week I would not use this company because of this.
We recently rented a house from Better Beach Rentals. We have been vacationing on beaches along the North Carolina coastline for many, many years. Never have we rented a place that was so filthy! Upon entering the home, we saw mildew on the cupboard doors, the air vents were covered in mildew, there was hair in the tub, a stained and disgusting bath [redacted], sticky floors and a sliding glass door that couldn't be opened. We immediately called the agency. They sent cleaning crew to the house. The crew thought the mildew was mold and suggested that we move. The head of the cleaning group came out to look at the house. She had the 2 ladies clean the cupboard doors but little else. After more phone calls, the night manager came out and wiped some of the mildew off the air vent. He managed to open the sliding glass door with great effort...basically lifting it off the track. When we complained that is was a fire safety issue, he said that we should use the window which was blocked by the stairs. He was very rude! The next morning we complained at the agency. Again, they said the mildew was to be expected when you are near the ocean. They did send out 2 other people who only did minimum work, not really addressing the filth that was evident everywhere. When we asked for money back for at least one day's stay, they wouldn't hear of it since they said they addressed the issue within 48 hours. NEVER AGAIN will we stay on Oak Island! This business should be closed!!!