We have stayed here now the past 6 summers... 2014, 15, 16, 17, 18 were awesome, we stayed in a different unit every time....all good, beautiful! This year however was a different story...we stayed in unit 1504 July 26th-29th 2019... such a disappointment! Really bad... 360/per night... upon arrival the frig was not working, and the freezer was leaking...it had to be repaired twice while there...the kitchen sink was linking into a container underneath the sink...one of the beds in the kids room had busted springs which made it impossible for one of my sons to sleep comfortably, he had to sleep on the stained sofa.... the towel rack in the guest bathroom fell off, it apparently had been repaired before...the decor was HORRIBLE...odds and ins thrown in... no wifi for the unit....no landline...not a big deal for some, but I like to be able to phone my children from the beach...the furniture was out dated and STAINED...there were several holes that had been repaired in the walls and by repaired I mean filled...not re painted...the patio furniture did not match and was rusted...it may sound like Im nit picking, but compared to the other units we have stayed at...it was horrible and not up to the "resort" price of 360/ night... the manager did tell me she had just sent the owner some bad surveys, so obviously she knew the condition of this unit BEFORE I arrived and she did try to move me to another unit, which she could not, as none were available...also said she blocked that unit from being rented again until the owner updated and repaired..which is all fine and good but where does that leave me?? 1300$ spent on a DUMP... if this had been my 1st visit here I would never go back...but we have had 5 previous summers with good units...but here is the "kink"...I spoke to and emailed the resort manager....I feel like something should have been refunded, come on!!! Is cutomer loyalty worth nothing??? Not even taking a 100 off of each night, or SOMETHING...wouldn't you do something to make it right???? Nope... and I sent an email which was NEVER REPLIED TO...so for THAT I will never go back to the Nautilus and for THAT I am writing this review...and I am also copying the email that was sent and never replied to...
Linda,
As I get home and reflect on my stay this weekend in unit 1504, I'm even more disappointed. I've been there the last 5 years, the last 3 with me and my sons and the 2 before that with my mother, who booked with you guys... I have never been so disappointed... AND EMBARRASSED...because I bragged about you guys to my boyfriend, only for him to compare the accommodations to a DUMP!! OBVIOUSLY you were having issues with this unit, and owner....as you let slip to me that you just mailed her some bad reviews before I got there.... you admittedly said you were trying to place me in another unit, so lets just be clear that you knew what the condition with this unit was....Im happy that you blocked it as to force the owner to fix, repair and update...these are resort prices that you guys are charging....AND THAT IS NOT WHAT UNIT 1504 IS....I've become accustom with higher standards at the Nautilus...this was so disappointing... the very least you could have done was offer to reimburse me some of the charge, as an act of good faith with a repeat guest. Customer service, should be TOP PRIORITY...yes, maintenance came, he was awesome WE LOVED HIM...yes you looked for another unit, that was nice, too bad you couldn't find one, and yes you blocked her unit....but a reimbursement would have really shown something towards customer loyalty..... just saying, I probably will not be back.
Thank You,
Rhonda Phillips read more