They are not knowledgeable about the properties they manage because when we booked the house we were told it was a private beach so we rented a canopy Come to find out it was a public beach and we could not use the canopy Upon checking in the tv, phone, cable and wifi didn't work We were told for days that it was an extensive outage by Media Com I thought it was unusual for a company like Media Com (even if they are horrible) to have a day outage so I investigated and found they didn't When confronting Sandcastle they denied providing incorrect info and said that's what media com told them What irritated me the most was the nonchalant attitude to resolve Maintenance calls took days to resolve The smoke alarms kept going off even after batteries were changed Overall poor experience with this company I just want to let everyone know to use this company at your own expense
We rented a home in Summer's Edge for a week in October, My adventure began with this company before we arrived with an unauthorized charge on my credit cardIt was resolved and refundedFrom there, the customer service went down hillThe house had clearly not been cleaned upon our arrival, from trash in the chair cushion to sand on the floors; the a/c wasn't working and the smoke alarms were going off and the bunk beds for the children were not firmly attached to the wallA call to maintenance said someone would be there in minuteshours later, someone finally arrivedHe fixed what he could and said another company would come Sunday to finish the repairsWe spent the first day and a half of our vacation waiting on repairs!! Calls were made to the office for every problem we had while there, so they knew our experience on a daily basis, not after we left
The owner of the company was to call me as the rep in the office could not offer more than a refund of the cleaning fee He never didI continued to email and contact them for two weeks with no responseFinally, my husband called and he was offered the fee and 10% of the rentalHe agreed, and we waited for a checkAnd waitedWe even went through our credit card company to file a dispute over the initial depositWe just gave upThe last of November, a check arrived for the agreed upon amount, much to our surprise
I would not recommend anyone use this rental companyThe contract is only valid as it suits their purpose, and their customer service lacks back up by the management Oh, and the free golf is thirty miles away! I wish there was a way the actual owner of the home could know just how little attention in being given to his investment
The maintenance and timeliness of maintenance for this company is awful! We were never told the pool was $per day to be heated and when we decided to pay for this we waited two days for someone to come turn it onWe called multiple times and left multiple voice mails (because no one answered during office hours) and no one, not once called us back After calling multiple times we got a hold of someone two days before we were leaving and he offered to just tell us how to turn the heater on ourselves because he wouldn't be able to make it out soon to do it himself It didn't work and we can't get a hold of anyone to fix itThis property management group is a joke and would highly recommend looking elsewhere so you're not spending your vacation waiting on them to fix things!!!
I am writing this review in hopes that other families will not waste their money on a vacation rental with such a poorly managed company who has little value in customer service. We paid approximately $4000 dollars for a 4 night rental of a home (Four Seasons) just outside of the Rosemary beach area; we were expecting a high end home given the price and based on the pictures posted on their website. While the house certainly had some nice features, the overall cleanliness of the home and it's furnishings was lacking. Every slipcover on the couch in the living area was dirty; the white mat on the floor to the pool door was a filthy brown color; their were weeds all over the pool area; the bed linens were stained; a rusty grill and fire pit around the pool. No lounge chairs for sunbathing. One of the main doors would not lock; maintenance arrived promptly but informed us that we would have to wait until tomorrow as he was not "allowed to fix that part of the door". (it ended up being fixed as I explained I had safety concerns with a main door remaining unlocked). The pictures on the website must be a at least a few years old; I realize beach properties age quickly given the elements, but the pictures should represent the property. I contacted the company upon our arrival home. I spoke with Debra, the "Guest Services Manager" who explicitly stated "I'm sorry it was not to your satisfaction, But you didn't call us so there is nothing we could do". When I asked if the company was responsible for inspecting the property before a guest's arrival, she delayed answering the question a few times and then reluctantly told me they have back to back rentals; implying this company does not have time to ensure each guest's satisfaction. She did not ask for any specific details regarding the home we rented or the dates we were present, indicating she had no intention of attempting to improve these issues prior to the next guest's arrival. I called the company directly, assuming these were honest mistakes. We all make mistakes; I believe a company's response to a client's feedback speaks volumes to their overall dedication to customer service. Based on their reaction to my feedback, this company has no interest in rectifying mistakes or ensuring repeat customers.
They are not knowledgeable about the properties they manage because when we booked the house we were told it was a private beach so we rented a canopy. Come to find out it was a public beach and we could not use the canopy. Upon checking in the tv, phone, cable and wifi didn't work. We were told for 4 days that it was an extensive outage by Media Com. I thought it was unusual for a company like Media Com (even if they are horrible) to have a 4 day outage so I investigated and found they didn't. When confronting Sandcastle they denied providing incorrect info and said that's what media com told them. What irritated me the most was the nonchalant attitude to resolve. Maintenance calls took 2 days to resolve. The smoke alarms kept going off even after batteries were changed. Overall poor experience with this company. I just want to let everyone know to use this company at your own expense.
They are not knowledgeable about the properties they manage because when we booked the house we were told it was a private beach so we rented a canopy Come to find out it was a public beach and we could not use the canopy Upon checking in the tv, phone, cable and wifi didn't work We were told for days that it was an extensive outage by Media Com I thought it was unusual for a company like Media Com (even if they are horrible) to have a day outage so I investigated and found they didn't When confronting Sandcastle they denied providing incorrect info and said that's what media com told them What irritated me the most was the nonchalant attitude to resolve Maintenance calls took days to resolve The smoke alarms kept going off even after batteries were changed Overall poor experience with this company I just want to let everyone know to use this company at your own expense
We rented a home in Summer's Edge for a week in October, My adventure began with this company before we arrived with an unauthorized charge on my credit cardIt was resolved and refundedFrom there, the customer service went down hillThe house had clearly not been cleaned upon our arrival, from trash in the chair cushion to sand on the floors; the a/c wasn't working and the smoke alarms were going off and the bunk beds for the children were not firmly attached to the wallA call to maintenance said someone would be there in minuteshours later, someone finally arrivedHe fixed what he could and said another company would come Sunday to finish the repairsWe spent the first day and a half of our vacation waiting on repairs!! Calls were made to the office for every problem we had while there, so they knew our experience on a daily basis, not after we left
The owner of the company was to call me as the rep in the office could not offer more than a refund of the cleaning fee He never didI continued to email and contact them for two weeks with no responseFinally, my husband called and he was offered the fee and 10% of the rentalHe agreed, and we waited for a checkAnd waitedWe even went through our credit card company to file a dispute over the initial depositWe just gave upThe last of November, a check arrived for the agreed upon amount, much to our surprise
I would not recommend anyone use this rental companyThe contract is only valid as it suits their purpose, and their customer service lacks back up by the management Oh, and the free golf is thirty miles away! I wish there was a way the actual owner of the home could know just how little attention in being given to his investment
The maintenance and timeliness of maintenance for this company is awful! We were never told the pool was $per day to be heated and when we decided to pay for this we waited two days for someone to come turn it onWe called multiple times and left multiple voice mails (because no one answered during office hours) and no one, not once called us back After calling multiple times we got a hold of someone two days before we were leaving and he offered to just tell us how to turn the heater on ourselves because he wouldn't be able to make it out soon to do it himself It didn't work and we can't get a hold of anyone to fix itThis property management group is a joke and would highly recommend looking elsewhere so you're not spending your vacation waiting on them to fix things!!!
I am writing this review in hopes that other families will not waste their money on a vacation rental with such a poorly managed company who has little value in customer service. We paid approximately $4000 dollars for a 4 night rental of a home (Four Seasons) just outside of the Rosemary beach area; we were expecting a high end home given the price and based on the pictures posted on their website. While the house certainly had some nice features, the overall cleanliness of the home and it's furnishings was lacking. Every slipcover on the couch in the living area was dirty; the white mat on the floor to the pool door was a filthy brown color; their were weeds all over the pool area; the bed linens were stained; a rusty grill and fire pit around the pool. No lounge chairs for sunbathing. One of the main doors would not lock; maintenance arrived promptly but informed us that we would have to wait until tomorrow as he was not "allowed to fix that part of the door". (it ended up being fixed as I explained I had safety concerns with a main door remaining unlocked). The pictures on the website must be a at least a few years old; I realize beach properties age quickly given the elements, but the pictures should represent the property. I contacted the company upon our arrival home. I spoke with Debra, the "Guest Services Manager" who explicitly stated "I'm sorry it was not to your satisfaction, But you didn't call us so there is nothing we could do". When I asked if the company was responsible for inspecting the property before a guest's arrival, she delayed answering the question a few times and then reluctantly told me they have back to back rentals; implying this company does not have time to ensure each guest's satisfaction. She did not ask for any specific details regarding the home we rented or the dates we were present, indicating she had no intention of attempting to improve these issues prior to the next guest's arrival. I called the company directly, assuming these were honest mistakes. We all make mistakes; I believe a company's response to a client's feedback speaks volumes to their overall dedication to customer service. Based on their reaction to my feedback, this company has no interest in rectifying mistakes or ensuring repeat customers.
They are not knowledgeable about the properties they manage because when we booked the house we were told it was a private beach so we rented a canopy. Come to find out it was a public beach and we could not use the canopy. Upon checking in the tv, phone, cable and wifi didn't work. We were told for 4 days that it was an extensive outage by Media Com. I thought it was unusual for a company like Media Com (even if they are horrible) to have a 4 day outage so I investigated and found they didn't. When confronting Sandcastle they denied providing incorrect info and said that's what media com told them. What irritated me the most was the nonchalant attitude to resolve. Maintenance calls took 2 days to resolve. The smoke alarms kept going off even after batteries were changed. Overall poor experience with this company. I just want to let everyone know to use this company at your own expense.