Actually a 0 rating. Very bad business ethics, terrible customer service! On 8/6 2022, after showing a rental home in Cape Coral to 4 people. I rented it for Feb. We needed a home with a safety pool fence, critical as one of the weeks we would have a very active 2-year-old. All 4 saw the listing and saw "safety pool fence" " The next day, I called Roelens to confirm the fence, she verified it had a fence and said to call and remind them when our booking got closer so it would be there for us.In Nov, I inquired if the home and everything was OK after the storm. It was then that I saw the fence had been removed from the listing. At first, I thought maybe it was destroyed by the storm and emailed to ask about it. They responded there was no fence and never had been. Several more emails telling them I couldn't use a house without one. Their response felt like "we won't admit it, but we made a mistake on the listing and changed it, tough luck for you, pay us the balance and quit bothering us." On 12/19, after many unanswered emails. I finally spoke to the account manager who told me as well, no fence. She said she did not know why it had been on the listing in August. I even think she was accusing me of lying. SHE THEN LIED AND TOLD ME A FENCE WOULD BE THERE FOR US. I ASKED HER TO CHECK AND CONFIRM BACK TO ME, NO CALL BACK NO RESPONSE OF ANY KIND BACK evidently Roelens method of dealing with problems. I even offered to switch to another home which had a fence they did not even respond to that offer. Instead, sorry no fence, pay or cancel and lose a $2000 deposit.Yes, I should have bought insurance, but in 7 years in the area, We have never had an issue. I know now it would have been insurance against Roelens' actions. This was not an act of God, but a human mistake. This was the worst experience I have ever had with any company regarding anything! Several times I emailed the owner, Koen, no response, just continued to have his robot CS people harass me about paying my balance, no attempt to resolve my issue. Then cancelling me. I actually felt sorry for them as they could do nothing just tell be they would call me back and never did, totally the company's method of operation. They must hate their jobs. By my last call from them asking for payment I was frustrated and angry! Go to Google or Yelp and read about their terrible treatment of customers with issues.Also read recent review on BBB website about the companies culture and its ineffective and awful management. I can see it to be true after dealing with them. They took our money under false pretenses and kept it. Beware!
I have nothing else to describe this property other than filthy and unsanitary!
I will begin with the home was not cleaned urine stained sheets,dead bugs all over the home,the roof was completely torn off, roofing materials stacked in the driveway, pool was dirty, floors were filthy,fence was missing!
Contacted Roelens to no avail,they ignore you because why do they have to address problems, they already have your money! I was told after calling on the hour every hour to get the batteries changed on the door lock that as I stated “they don’t care about the renters issues, they already have your money and this property manager shook her head in agreement!
My vacation turned into complete aggravation! I left this dump completely exhausted from anger that Roelens caused.
But don’t worry I will be posting this on their Facebook page!
Roelens vacations has terrible business etiquette Our A/C was broken for days but yet we were told we can't get any compensation for it We have been staying in one of Roelens vacation homes since Saturday and didn't have working air conditioning until yesterdayThis is absolutely unacceptable especially for a house in FloridaYou can not expect a family to sleep in degree weatherFurthermore our calls have numerously gone unanswered and when they are answered we keep getting the runaround with each person having to look further into the situation and not returning phone callsAs soon as we got to the house on Saturday we called and told them about the A/CThey told us that they couldn't send anyone out until Monday eveningThat already isn't acceptableThat's not a timely fashion as they say in their contractA service man came out on Monday evening and told us that the A/C was frozen over and we would need to keep it completely off for ten hours before being able to
Lack of repairs to pool enclosure resulting in injury We rented a house managed by Roelens Vacation from July 31th, to August 6th, 2018, Reservation# [redacted] We paid approximately $1,by credit cardRoelens failed to repair a totally missing section of net over the pool which directly resulted in wasps entering the enclosure and biting a family memberWe notified Roelens on arrival of the torn net and despite repeated calls and emails throughout our stay the net was not fixed and as a result we were not able to use the pool due to health and safety concerns from various bugs, wasps and bees entering the enclosureIn addition the house had dead cockroaches and antsThe ants were all over the house and required constant removal
Roelens vacations has terrible business etiquette Our A/C was broken for days but yet we were told we can't get any compensation for it
We have been staying in one of Roelens vacation homes since Saturday and didn't have working air conditioning until yesterdayThis is absolutely unacceptable especially for a house in FloridaYou can not expect a family to sleep in degree weatherFurthermore our calls have numerously gone unanswered and when they are answered we keep getting the runaround with each person having to look further into the situation and not returning phone callsAs soon as we got to the house on Saturday we called and told them about the A/CThey told us that they couldn't send anyone out until Monday eveningThat already isn't acceptableThat's not a timely fashion as they say in their contractA service man came out on Monday evening and told us that the A/C was frozen over and we would need to keep it completely off for ten hours before being able to
The residents that we properly booked had another family in it when we arrived
I emailed Cathy F10/16/to see if Villa Aquaventura was available from 11/10/18-11/16/She replied and told me yesI asked her to send an estimate including a pack n playCathy sent me an invoice and I paid in full with my credit cardWe arrived 11/10/at 8:p.mto another couple inside the houseI called the phone number that I had received with my arrival informationAndrea answered the phone and I told her the issueAndrea told me not to panic and to give her ten minutesShe called me back and said she didn't want to get into a "spitting" match but our name was in the books not the other familyShe gave us an address of another rental and said we could stay there for the night and if we wanted could stay for the duration of our vacation or she would find us something elseShe also informed us that the house was not clean because they had had workers in there fixing the cabinetsWe
upon arrival there was no running water for the first half of the day, there was no television for three 1/days, the hot tub didn't heat up
I made reservations and paid for a week advance in may of Stayed there from December to January 3rd Upon our arrival there was no running water for first 1/the day, the cable television didn't work for three 1/days, which was 1/my stayI believe the cable company compensated the resort for loss of television throughout the resortthe hot didn't heat past degrees are whole week vacationMy husband and I were not able to enjoy the use of the hot tubThese items were in the contract I entered into with Roelens VacationsI contacted the management about the hot tub on December 28th,to my knowledge it isn't fixed yet
Lack of repairs to pool enclosure resulting in injury
We rented a house managed by Roelens Vacation from July 31th, to August 6th, 2018, Reservation# *** We paid approximately $1,by credit cardRoelens failed to repair a totally missing section of net over the pool which directly resulted in wasps entering the enclosure and biting a family memberWe notified Roelens on arrival of the torn net and despite repeated calls and emails throughout our stay the net was not fixed and as a result we were not able to use the pool due to health and safety concerns from various bugs, wasps and bees entering the enclosureIn addition the house had dead cockroaches and antsThe ants were all over the house and required constant removal
I will begin with the home was not cleaned urine stained sheets,dead bugs all over the home,the roof was completely torn off, roofing materials stacked in the driveway, pool was dirty, floors were filthy,fence was missing!
Contacted Roelens to no avail,they ignore you because why do they have to address problems, they already have your money! I was told after calling on the hour every hour to get the batteries changed on the door lock that as I stated “they don’t care about the renters issues, they already have your money and this property manager shook her head in agreement!
My vacation turned into complete aggravation! I left this dump completely exhausted from anger that Roelens caused.
But don’t worry I will be posting this on their Facebook page!
Roelens vacations has terrible business etiquette Our A/C was broken for days but yet we were told we can't get any compensation for it We have been staying in one of Roelens vacation homes since Saturday and didn't have working air conditioning until yesterdayThis is absolutely unacceptable especially for a house in FloridaYou can not expect a family to sleep in degree weatherFurthermore our calls have numerously gone unanswered and when they are answered we keep getting the runaround with each person having to look further into the situation and not returning phone callsAs soon as we got to the house on Saturday we called and told them about the A/CThey told us that they couldn't send anyone out until Monday eveningThat already isn't acceptableThat's not a timely fashion as they say in their contractA service man came out on Monday evening and told us that the A/C was frozen over and we would need to keep it completely off for ten hours before being able to
Lack of repairs to pool enclosure resulting in injury We rented a house managed by Roelens Vacation from July 31th, to August 6th, 2018, Reservation# [redacted] We paid approximately $1,by credit cardRoelens failed to repair a totally missing section of net over the pool which directly resulted in wasps entering the enclosure and biting a family memberWe notified Roelens on arrival of the torn net and despite repeated calls and emails throughout our stay the net was not fixed and as a result we were not able to use the pool due to health and safety concerns from various bugs, wasps and bees entering the enclosureIn addition the house had dead cockroaches and antsThe ants were all over the house and required constant removal
Horrible office staff ,unorganized and I would not recommend to stay at any of their locations.They do not pay their cleaners that they hire
Roelens vacations has terrible business etiquette Our A/C was broken for days but yet we were told we can't get any compensation for it
We have been staying in one of Roelens vacation homes since Saturday and didn't have working air conditioning until yesterdayThis is absolutely unacceptable especially for a house in FloridaYou can not expect a family to sleep in degree weatherFurthermore our calls have numerously gone unanswered and when they are answered we keep getting the runaround with each person having to look further into the situation and not returning phone callsAs soon as we got to the house on Saturday we called and told them about the A/CThey told us that they couldn't send anyone out until Monday eveningThat already isn't acceptableThat's not a timely fashion as they say in their contractA service man came out on Monday evening and told us that the A/C was frozen over and we would need to keep it completely off for ten hours before being able to
The residents that we properly booked had another family in it when we arrived
I emailed Cathy F10/16/to see if Villa Aquaventura was available from 11/10/18-11/16/She replied and told me yesI asked her to send an estimate including a pack n playCathy sent me an invoice and I paid in full with my credit cardWe arrived 11/10/at 8:p.mto another couple inside the houseI called the phone number that I had received with my arrival informationAndrea answered the phone and I told her the issueAndrea told me not to panic and to give her ten minutesShe called me back and said she didn't want to get into a "spitting" match but our name was in the books not the other familyShe gave us an address of another rental and said we could stay there for the night and if we wanted could stay for the duration of our vacation or she would find us something elseShe also informed us that the house was not clean because they had had workers in there fixing the cabinetsWe
upon arrival there was no running water for the first half of the day, there was no television for three 1/days, the hot tub didn't heat up
I made reservations and paid for a week advance in may of Stayed there from December to January 3rd Upon our arrival there was no running water for first 1/the day, the cable television didn't work for three 1/days, which was 1/my stayI believe the cable company compensated the resort for loss of television throughout the resortthe hot didn't heat past degrees are whole week vacationMy husband and I were not able to enjoy the use of the hot tubThese items were in the contract I entered into with Roelens VacationsI contacted the management about the hot tub on December 28th,to my knowledge it isn't fixed yet
Lack of repairs to pool enclosure resulting in injury
We rented a house managed by Roelens Vacation from July 31th, to August 6th, 2018, Reservation# *** We paid approximately $1,by credit cardRoelens failed to repair a totally missing section of net over the pool which directly resulted in wasps entering the enclosure and biting a family memberWe notified Roelens on arrival of the torn net and despite repeated calls and emails throughout our stay the net was not fixed and as a result we were not able to use the pool due to health and safety concerns from various bugs, wasps and bees entering the enclosureIn addition the house had dead cockroaches and antsThe ants were all over the house and required constant removal