WORST VACATION RENTAL EXPERIENCE WE HAVE EVER HAD -- ELLIOTT BEACH RENTALS-1207…read more
We paid more than $2,600 for a vacation rental through Elliott Beach Rentals. What should have been the beginning of our vacation became nearly two days of documenting problems, making calls, waiting for assistance, and dealing with cleaning ourselves.
This was not a minor housekeeping issue.
THURSDAY, SEPTEMBER 17
At 1:00 p.m., we were texted that the rental was ready. At 1:45 p.m., the office told us it was not ready. We returned closer to 3:00 p.m.
When we entered, we were shocked by the condition.
At 3:08 p.m., I contacted Elliott Beach Rentals. Their representative apologized, acknowledged the condition, asked for photographs, and said a re-cleaning team could be sent.
Beginning around 3:24 p.m., I sent photographs documenting:
* Mold around shower windows, doors, corners, and bathroom areas
* Hair in the shower
* Dirty bathroom tile
* Food caked inside the oven
* Broken glass on the floor
* Cracked refrigerator shelves and water inside drawers
* Dirty rugs and towels
* Filthy light switches
* Fingerprints and film covering sliding glass doors
* Dead bugs and hair on doorknobs
* Potato chips underneath the television
* Ceiling fans so dirty that dust flew through the room when turned on
* Food, cereal, dirt, and hair in the master bed
* Used feminine hygiene products underneath the master bathroom cabinetry
At 4:00 p.m., I asked if we could be moved. We had paid more than $2,600 and did not believe we should have to spend our vacation cleaning a condominium that was supposed to have been professionally cleaned and inspected.
I was told a re-cleaning team would be sent and management would address the situation.
At 4:32 p.m., I was told management had already gone home and would not be available until 8:00 a.m. the following morning.
We were left in the condominium with the documented problems and no manager available. I requested a refund of the cleaning and inspection fees because the condition indicated those services had not been adequately performed.
FRIDAY, SEPTEMBER 18
At 9:01 a.m., we still had no call from management and no cleaning team.
At 10:25 a.m., we were told the re-clean had been entered.
At 2:11 p.m., we were still waiting; housekeeping was running behind.
At 2:36 p.m., we were finally told a housekeeper named Ronnie was on the way.
When he arrived, the work order was incomplete and did not include all the problems we had documented. Ronnie also told us cleaning the food from our bed was not his responsibility.
We were approaching 24 hours after reporting the condition.
Eventually, two cleaners were sent to sweep and mop. I explained that sweeping and mopping did not address the extensive problems we had documented and said I was going to speak with management about the incomplete work order.
The cleaners left. We did not refuse cleaning services. They left while I went to speak with management.
When I attempted to speak with Nicole, the manager, I found the office locked. Nicole later told me I should not have turned the cleaners away.
That is not what happened.
After nearly two days of trying to get the rental properly cleaned, I was also told to "calm down."
We paid thousands for a rental that was supposed to be ready. Instead, we spent our vacation documenting problems, making calls, sending photographs, waiting for assistance, and trying to obtain the service we had already paid for.
THE MANAGEMENT RESPONSE
The condition was unacceptable, but the management response was equally disappointing.
We reported the problems immediately, sent photographs, requested assistance, waited for cleaning and management, and repeatedly followed up when nobody arrived.
Eventually, Nicole stopped taking my calls and communicating directly with me.
My husband ultimately spoke with Kyle, who was presented to us as corporate management.
We received $600 in compensation. I appreciate that, but it does not change that we paid more than $2,600 for a rental that was not properly cleaned or ready for occupancy.
WARNING TO FUTURE GUESTS
If you are considering Elliott Beach Rentals, do your research before booking. Read recent reviews carefully and ask what happens if you arrive at a property that is not actually ready for occupancy.
This was far more than a minor housekeeping issue: we documented mold, hair, dirt, food, dead bugs, broken glass, damaged refrigerator components, filthy surfaces, and used feminine hygiene products inside the condominium.
We reported these conditions immediately, yet spent the following day waiting for a cleaning crew and repeatedly contacting the company.
Our vacation became nearly two days of dealing with cleaning problems and management.
For us, this was the worst vacation rental experience we have ever had.
We paid for a clean, inspected vacation rental.
That is not what we received.
We will never use Elliott Beach Rentals again.
