I had a deeply upsetting experience renting a property called Ocean Mist Key through Latitude Key and will never rent from this company again. From start to finish, their lack of professionalism and care for their guests' experience turned what should have been a smooth, enjoyable family vacation (which we paid about $10,000 for) into a frustrating ordeal.
The problems began the moment we arrived. The rental instructions said there would be a binder in the kitchen with essential information about the property--how to use the pool heater, shades, appliances, etc. We searched high and low but never found it. When we called for assistance, Latitude Key insisted it was there, so we searched again with no luck. Instead of sending someone to help, they left us to repeatedly call them for basic instructions, wasting our time and setting the tone for the rest of our stay.
Things only got worse. After using the pool and hot tub, we noticed severe damage to the swimsuits we had worn. One was completely bleached, another moderately bleached, and a third had bleaching on the lining. The ruined suits (two of which were quite expensive and relative new, cost approximately $250 each) were all made by different manufacturers and were all worn previously. More importantly, the damage raised serious concerns about the pool and hot tub's chemical levels and what we might have absorbed through our skin, as we had been in the water for an extended period with young children.
I immediately alerted Lattitude Key about the event. I took pictures and sent them to them immediately expecting the issue to be addressed promptly while we were still on the property. Instead, they dismissed my concerns, claiming the swimsuits must have been defective and insisting the pool was fine despite clear evidence to the contrary. Suggesting that all three suits from different manufacturers spontaneously developed defects at the same time is unreasonable and insulting.
For the remainder of our stay, we avoided the pool entirely, which was one of the main reasons we chose this property. Despite this significant disruption to our plans, Latitude Key did not take our concerns seriously and made no effort to resolve the issue while we were there.
After the trip, I followed up via email, hoping for better customer service. Instead, I was met with slow, dismissive responses. Only after I mentioned leaving a review did they contact me, offering a $100 credit toward a future rental. This offer felt like an insult, considering the $500+ in property damage, our inability to use the pool during our stay, and the overall frustration we experienced.
When I tried to explain my dissatisfaction on a call, the supervisor insisted I "see things from their side" and even raised their voice at me--a completely unprofessional response to a customer's concerns.
Latitude Key's lack of accountability, dismissive attitude, and poor customer service made this one of the worst rental experiences I've ever had. I cannot recommend this company. For the amount I spent, I expected professionalism, a smooth experience, and facilities I could trust. Latitude Key failed on all counts. Rent at your own risk. read more