Advertised with pool and dock access, didnât have access to either pool was closed for maintenance and dock had a key code. I messaged about dock key code and no one ever got back with me. Living room doesnât have enough seating for everyone. Water pressure was very poor, only one person could shower at a time otherwise no water would come out of shower head. Washing machine smells bad. The location is great. Nice house just needs some work.
Thank you for your feedback. We're sorry about the pool and dock issues, and we'll ensure communication improves because guests do have access to the dock, they just cannot access the gate to where the owners keep their boats and jet skis.. We appreciate your note on seating and water pressure; we'll address these concerns. We're glad you enjoyed the location and home's overall feel. Thank you for staying with us.
We had to clean before we felt comfortable sleeping, showering or cooking. We have pictures of a dead bug in the kitchen, mold in the bathrooms & washing machine & rust (brownish/red stains on bedding) the floor levels & size of beds in each room is inaccurate on the description) this really messed up our sleeping arrangements. The door to the primary bedroom is missing, so thereâs no privacy for the loft or those staying in the primary bedroom - which is just outside the primary bedroom⊠not the 4th floor as it is listed on VRBO. The beds in the rooms on the 2nd floor are both Queens FYI, not 1 king & 1 queen. They will not send you checkin info until 4PM, but then when there is an isssue, donât expect a response. We called, left messages & called and were âdisconnectedâ, all before 5:00PM. Some questions were NEVER answered. The response we did finally get about the broken door and description inaccuracy were finally answered about 10:30 AM the next morning once we had started calling VRBO directly. Vrbo did refund their fee to us because we sent them video proof of the inaccuracies & filthiness of the townhome. Pensacola Beach Properties did promise to contact maintenance about the door issue but NONE of our issues were ever resolved. I was promised a phone call from a manager the day before checkoutâŠhavenât received one yet. Doubt we will. Due to the inaccuracies, the inconvenience the filthiness & the loss of time, we have requested a partial refund. Weâll see.
Thank you for your feedback. Weâre very sorry your stay did not meet expectations. We take reports of cleanliness, mold, rust stains, and listing inaccuracies seriously. Our team will review the pictures and/or videos we have submitted by you and address all concerns within. We apologize for the delayed and inconsistent communication and that you did not receive the promised follow-up.
All units are professionally cleaned and inspected prior to arrival; we will review the photos and video you provided to Vrbo, investigate with our housekeeping and maintenance teams, and correct any listing information about bed sizes and floor location if needed. Your refund request and correspondence are being reviewed with Vrbo and our internal operations team and will be handled per their policies.
Thank you for bringing these concerns to our attention