The staff was friendly enough but that really only goes so far. While they were certainly nice, likeable people, they did a really poor job making our stay there a pleasant experience. Our room wasn't ready even though we'd called and been assured we could check in a few hours early. We had to change units the first night due to an unexplained mechanical problem in the one we'd reserved (we realize now it must have been the roaches). My sister, who had reserved an ocean front unit was moved to one facing the parking lot. My parents' room's smoke detector didn't work. there were Christmas lights plugged in in our unit, running out our window (which didn't close properly because of this) and down the staircase, and the cord of lights shocked anyone foolish enough to use the banister. The wifi didn't work. The shower didn't drain. Most windows didn't open. They staff gave our parking spot to someone else without telling us, and that guest angrily banged on our door and told us to move our car at 11:00 at night. None of the blinds closed properly. There were no paper towels, no laundry or dish detergent, no coffee (all offered under the previous owners). The sauna doesn't work, though it used to. The outdoor chairs were broken.
We were told we could go to the office and ask for anything but often it would be empty. When we called twice and asked for new towels, both times they took our old towels and didn't bring new ones until we called again to remind them. We were told housekeeping was three days a week but our unit was only partially cleaned once in the 12 days we stayed, and that did not include changing the sheets. Even with all those problems, I wouldn't have even complained were it not for the roaches. They did as close to nothing as possible about a severe roach infestation, calling an exterminator to come 6 days after we arrived and let them know about the problem. The exterminator was in our unit for less than fifteen minutes. Whatever he did, the roaches didn't take the hint and remained there until our checkout. We saw hundreds of roaches during our stay and coupled with the multitude of other problems, I am truly skeptical that any of the other reviews here are legitimate. My family was spread into three units and we all had major problems, so I'm surprised to read there were people who consider this place a 5 star rental.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I ask the reader's of this review to please think seriously about the claims brought up by this user and what you would do if you were in the same situation, then please consider whether these claims prove found or unfounded.
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I ask this question of future and potential guests, if you were scheduled to be in a place for 12 days and the problem, according to the guest was that "the infestation was so bad that they saw hundreds of roaches during their stay", would you have remained in the room where everyone was together at times eating dinner, making food in the kitchen or would you have allowed us to relocate you to another hotel, not far from your group?
Were there roaches in this guest's room? This claim is true, however, there is a little more drama added to this guest's review.
How it began and when, I'm not quite sure because no prior guest of this room made any claims.
It was brought to our attention and immediately we reacted. This guest checked in around the Xmas holiday and due to the high season, all of our rooms were booked up as this customer stated, she was scheduled to be here for 12 days. and because of that we offered to relocate them to another hotel so that they did not have to stay in that room. I do understand that she had friends in other rooms but it was their decision to remain in the room.
Because of the holiday season the exterminator was delayed. When he arrived he sprayed the entire room from ceilings to floors, inside cabinets (where the problem started) and told our guest and our staff members that they should notice a difference quickly and when we checked back with the family, the problem was quickly dissipating.
After the 12 days, they left, our exterminator was scheduled to come out and of course we made sure that he checked and sprayed the room again, but no more bugs were found.
Our reviews that are on TripAdvisor.com are absolutely legitimate. They are quite keen and smart at Trip Advisor that they know when someone is using the same IP address or is just trying to post claims to hurt our business.
As for the rest of the issues, had it been brought to our attention in the 12 days these customers stayed with us, we would have supplied them with everything.
They don't have any problems with communication, as we can see from this review and from their initial claim.
They stated that our staff was friendly enough then all they needed to do was communicate their wants to us and we would have gotten them anything they needed, especially because of the situation they arrived into, another contradiction in the review, we are a friendly staff but apparently never around. We are open at 8am till Midnight (often later due to arrivals).
I am extremely sorry that they had to arrive on vacation into the situation that they did.
I'm sorry that we did not have another room to offer them and I'm very sorry that they felt that they needed to leave a review like this when I know that our staff did everything we could while they were here to make amends for the initial problem.
I see now that no matter what we did or could have done, would not have pleased them at all.
The roaches have checked out, I know they are gone for good.
I guess all our reviews can't be 4 or 5 stars, we certainly do try very hard. The building is old, it needs work, but we just got here and we have come a long way in just a short few months.
We have a long road ahead but we are progressing quickly. I hope this will no keep any of you from joining us here. This place is worth it.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.