Sea Turtle Getaways

The guest went into the home before the private housekeeper was completed with her job at 3:PM The check in time is after PM This guest apparently not happy with the accommodations decided to make a laundry list of items that they were not happy with I was on the phone with the housekeeper several times prior to the guest returning to my office to find out if I had somewhere to move them toof which I did not This was at 5:PM The housekeeper the home around 5:after she had tried to appease them with anything they needed including giving them her private phone number to call her directly if they had any additional issues The daughter told the housekeeper that her mother cleans homes for a livingso cleaning is a subjective item and apparently to their standard it wasn't clean enough I proceeded to call my housekeeping company at 6:PM and at my expense paid to have them come clean anything that night that they wanted cleaning including taking bedspead(s) and returning them the next day When the man came to the office, he came with a few pictures of items around the house I sent a maintenance company over Saturday night to address all of their issues that they had The grill on the surface was cleanedof course underneath the grill plates its not spotless but in working order The bed was fine when the housekeeper made it so I don't know why the bed "fell apart" when their kids "sat" on it If that is really what happened The maintenance people fixed it before anyone slept in it They have dishwashers in the house There is a control board on back order for the other one It broke the week before and we have no control over mechanical items but try our best to get them repaired as quickly as possible The outside spa also needed a part I would have never offered a complimentary heating of the spa IF I had known that a part was needed I told the guy in the office when he told me that it was the same temperature as the pool, that the guests have to pay to have the spa/pools heated and that we really don't recommend that in the summertime anyways due to the excessive heatbut he insisted We found out on Monday from the owner of the pool company that a part needed to be replaced The modem was disconnected and not plugged in Someone in the party must have unplugged the modem to plug in their own electronics because after they departedI found it unplugged The TV that didn't work Monday afternoon complaintthe maintenance company found that someone had removed the co-axle cable from the wall to the TV The owner has triple play and if TV's were working in the homethen the internet would be working of which we told them when they called in Time Warner doesn't just turn off part of the service for "non-payment" that they claimed which was false The water heater elements were changed out within hours of them calling the office on Wednesday On Friday between 3:PM- 4:PMthree women from the house called cussing out my staff and rehashing their issues for the weekall demanding a refund At that time, one of them told us of the pool and the railingof which both have been repaired They came and they stayed in the house for the entire week If it was that badthey should have left and then I would have talked to owner about a refund All issues were dealt with in a timely manner and there will be no refunds given The contract they signed does not permit guests to determine what they feel is a fair rate for the week to pay As far as I am concernI think this is their mode of operation as they told someone on my staff that they never return to the same location If you would like documentation of all the bills that were paid for their stay, I'll be happy to attach copies of them

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There responses are no differentWe continue to weigh facts versus excuses and ignoranceYes, they addressed SOME (not all) of the issues as they came up and as we were forced to reported themThat does not justify the condition this home was in (dirty, broke down and unsafe upon arrival)As customers we should not been forced to spend hours, or days, of our vacation time reporting issues, dealing with repairmen coming in and out, or TRYING to work with the rental agencyThey had a very unhappy, and unsatisfied customers, and have chose to do nothing other than shift blame and make excusesThe product was far from what was promised or expected and the customer service has been non-existentOther consumers should have a fair warning before dealing with this particular company Regards, [redacted] ***