Usually, we have a great time here. This is a lovely home that we return to year after year. Unfortunately, we had an issue this year where I needed to have emergency surgery. The leasing company, Vacation Rentals Key West, refused to work with us. They immediately refused even a partial refund. Next, they would not allow us to change weekends. They took our money and ran. A couple people in our party still went. They went by and saw that they even rented out the unit for the weekend to someone else, in effect getting double income from the property. Like I said, we have stayed at this home for the past 4 years running, we were not a first time renter. Unfortunately, due to the leasing company, we will probably never stay here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nov 8, 2010
Thanks for your review but it is not quite accurate! Please let me respond. You did stay with us once before, in 2007. On August 20 (Friday), you called our office and asked to shorten your stay to 3 nights because your husband was having surgery. We responded with "Fine" and you were going to call us back by the following Tuesday, Aug. 24, to confirm your shortened stay per our conversation. You did not ask to switch weekends, which we would have gladly done. You did call us back on Tuesday, Aug. 24, and just cancelled your reservation for the next week. Our cancellation policy states you need to cancel 30 days prior to your visit. We even have a link to Travel Insurance on our site and we recommend that our guests purchase travel insurance for unexpected issues. It is a very small amount to ensure against unforseen emergencies! Yes, we did resell a portion of your stay but not the entire stay. We are, indeed, sorry for your unexpected emergency but I am sure you understand that when large houses are rented, it is very difficult to rebook them on short notice...they are not like hotel rooms! Fortunately, it was a holiday weekend so we were able to resell a portion of your stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.