My family rented Royal Poinciana 2612 for our Christmas holiday and had to leave soon after checking in because the condo was in horrible condition: bugs, mold and foul odors. Trying to resolve the issue with the owner and getting some of our money refunded has been an absolute nightmare.
Treasure Cay is paradise and over the past few years, we have rented several wonderful condos along the beach and marina. Royal Poinciana 2612 is one of the most disgusting places we have encountered and the ensuing customer service has been atrocious. We want to share our experience to save future vacationers from having a similar experience.
The condo was described online as a “luxurious oceanfront condo”, the photos looked nice and the price seemed reasonable at $200 per night. We arrived in good faith, having paid in full before our arrival.
Our nightmare began as soon as we opened the door to the unit. The whole place smelled musty and dank. Upon entering the kitchen to put away groceries, the refrigerator had leaked and there was water inside the shelves and all over the floor. The main bathroom was nasty. There was mold and mildew all over the toilet and rust stains and grime on the sink top. When we turned on the water to attempt to clean up, it smelled like rotten eggs, enough to make you gag. At this point we’d seen enough, but the worst was yet to come. As we put our bags down in the bedroom, we noticed something weird on the bed. As we pulled back the bed spread there were bugs all over the mattress, underneath the pillows and sheets. That was the last straw.
The local management company helped find us a temporary place to stay for the night. Being the busy Christmas season, we were told there were no other places available to move for the duration of our stay. We frantically searched for a day and a half (time that should have been spent relaxing) and finally found the only place available, but the cost was nearly double. The local management company had kept the owners in the loop throughout our ordeal and asked that we contact the owners upon our return to resolve the matter. This is where the second nightmare occurred.
During our first contact, the owner said they would only refund one night, a measly $200, because they said they had the place cleaned after we left and brought in an exterminator to get rid of the bugs in the bed. They had the audacity to say we should have gone back to check on the condition of the unit at a later date to see if it was inhabitable. After several more attempts to get a significant portion of our money refunded, we received one final email that stated, “Two nights. No more.”
My family has traveled to Abaco for decades and we have never had an experience like this. It’s shameful. We absolutely love Treasure Cay and will return for many years to come. However, you can bet we’ll be nowhere close to Royal Poinciana 2612.
Total escape! Beautiful long white sand, uninhabited beach. Warm, calm, turquoise ocean just steps from the condo. Rental boats and ferries easily available to day trip to the out islands. Condo is beautifully appointed with all the amenities. Heavenly vacation. Only con is getting to Treasure Cay, which is also the reason it is so wonderful and not at all touristy. We've spent weeks here winter, spring, and summer. Looking forward to going again.