The second master - 8 inch gap between wall and door that won't fully open!
I think this highlights that this bed is too big for the room and was one of our main complaints with this villa
Hi,We are two couples that booked and stayed at this villa for a week in May 2014. We have previously owned a villa in this area and have stayed in other villas over the years. This villa is marketed and priced as a luxury villa but we didn't feel it lived up to the marketing. This page shows some pictures taken during our stay and provides a transcript of the email conversations we had with both the villa owner and the management company.
We hope you find this useful when looking to book your luxury villa
I think this highlights that this bed is too big for the room and was one of our main complaints with this villa
This may seem petty but just trying to highlight how annoying something like this is, especially for shaving. The MC could have sorted this very quickly but ignored it and offered half way through the week.
(that we decided to sleep in as I didn't want to have to crawl over my wife in the second master to get in/out of bed!)
This villa needed a deep clean (as admitted in the emails). The general end of stay clean was hit and miss but the whole place had a thick layer of dust on the fans, vents, plastic plants etc. Not very nice.
The house hasn't seen a paintbrush in years and is very tired and shabby.
Hi Michelle, I'm writing this email to let you know how disappointed we are with your luxury villa. The end of stay clean seems ok, however the shower curtain in the en suite room is covered in pink and black mold and the patio tables outside haven't been touched and need a clean. Unfortunately the ceiling vents, fans, window treatments and plastic plants are just covered in dust. The ceiling vents are particularily dirty. The ensuite room was missing a sink plug. This we found in the cupboard under the sink and on inserting into the sink discovered the reason it was in the cupboard is because once in you can't get it out. Outside, you have weeds growing through your decking and outside of the cage there is a bag of rubbish that's been torn open and strewn across the grass. These things happen but I would have expected the management company to have visited the villa before our arrival to ensure everything was in order. The ensuite room should not be called a master, a king bed has been put in a room which is too small, you can't get around the side of the bed to get into it! This is quite ridiculous, also you can't open the door fully. Due to this we decided to sleep in the twin room next door. We stripped the beds to see what the lumps were in them to find plastic undersheets that were literally in pieces, I think your management company is not doing their job properly. I have taken some photos if you want them as I don't want you to think we are just some moaning guests. We are ex-owners ourselves. We sold our villa a few years back and have stayed in several others since and I'm afraid this is the most disappointing. In previous emails we asked if the pool was over looked to the sides, you said that it wasn't, this is however not the case, within 5 minutes of sitting round the pool, people walked along the path to the right of the villa and they could see straight in. First impressions really count and ours was that this is a very tired villa in need of some tlc and a good deep clean. We have paid for luxury but feel that we have just average and we could have got that anywhere. We are very disappointed. Regards Nigel
Hello Nigel, I noted all that was said in your email. I just changed to a new management company less than two weeks ago for the same reason and is surprised at some of the things you mentioned.They said they will scrub down the deck furniture after each clean and check that everything will be O.K. before the guest arrives. I am not in Florida and they should have reported to me the things that needed to be replaced, ie; bedding, shower curtains etc. for I do have a stock. They did mentioned about needing a deep clean which will takes "3 days top to bottom" along with some painting. Unfortunately my next empty day is May 31. Please forward me the pictures through email or text to my number and I’ll take care of it. If you’re going out tomorrow, please leave the keys in the lock key box. About the privacy of the pool I did say that I have a privacy screen on the lower section of the mesh enclosure (right side of pool) so that if you’re in the pool, someone walking on the path cannot be able to look in at you while your swimming or in the spa but at the same time guest can be able to enjoy the view of the conservation/lake when they are on the deck. Sorry for the inconvenience. Kind regards, Michelle V Sergeant
Hi Michelle, Thank you for your quick response, I appreciate that you have had problems with your management company and have now changed, however that does not help us, the villa is very overdue for a deep clean but we are the ones that have rented a villa that is not up to the standard advertised. If your new management company haven't cleaned the outside tables, replaced/washed the shower curtain or mentioned the plastic on the beds then I would be concerned. Please can they tomorrow, clean the shower curtain in the en-suite, fix the plug in this bathroom, remove the rubbish around the cage (if this is on your property), clean the outside tables and also kill the biting ants that are by the spa platform. I've attached some sample pictures as requested. With regards to being overlooked in the pool, I asked if the pool was overlooked by properties at the sides and I accept that this is down to terminology on my part as I meant the pool area including sitting on loungers rather than just the pool. Unfortunately putting the above aside you haven't commented on one of our main concerns which is you advertise this villa as a luxury 2 master room villa and this is not true. The second room should not have a king bed in it, you can't get round the bed and you can't open the door fully. We paid for a luxury 2 master room villa, what we have got is a tired villa in need of some care with 1 master room, a ridiculous en suite room which we are not using the bed in. We feel very let down and mislead. Regards Nigel
Hello Nigel, What time today would be a Convenient time to come to the house?
Anytime after 10 is fine Michelle.
Hello Nigel, The management company said they came by Today. He wanted to meet with you. You can Email him at Paul@***************.com Kind regards, Michelle V Sergeant
Hi Paul, Michelle has said you wanted to meet with us. We're out all day tomorrow but will be in and out on Wednesday if you want to meet at some point. Regards Nigel
Hi Nigel Thanks for making contact and I just wanted to apologize for the problems you have had at Michelle's home since your arrival. I would be more than happy to meet with you tomorrow just to see if there is anything else we can do to make your trip more enjoyable but at the same time I do not want to take up your precious vacation time. I am free tomorrow from around 11am if that works for you or if you would rather let me know anything else you need via e mail instead that would be fine. Many Thanks Kind Regards, Paul
Hi Paul, Thank you for your email. I have just tried calling but you have gone back out so thought I'd email instead. Although you have sent someone in and they have sorted out the shower curtain and bedding, there is still rubbish strewn out the back of the pool cage, the plug in the en-suite is still not fixed and the patio tables have not been cleaned. There is no point in doing this now as our stay is almost over. We have two issues with this villa... 1) The standard of the end of stay clean. (also note that the game tables in the garage have crisps crumbs etc. on them so they haven't been cleaned either) 2) The villa is being marketed as luxury with rates to match. We have stayed in other villas prior to and since owning our own and this is not a luxury villa. It is an average villa that has been filled with HD tvs and game consoles. This does not make it luxury. It is tired, shabby and in need of a serious clean, repaint and update. The pool area is a great space with a good size pool and acceptable furniture but there are weeds growing all through the deck and a well worn pool blanket has just been dumped by the side of the house. Do you, as a Management Company, really think that the small en-suite should have a king bed in it that you can't walk around to get into and do you feel this can honestly be marketed as a second master suite? I'm sure you rent real luxury villas so can you honestly say this is a luxury villa? If I had paid around the 500GBP/850USD rate I would not be complaining as I would have what I paid for but we spent many hours choosing a villa for our trip and paid a premium (670GBP/1100USD) for a luxury villa. This is our main complaint. I'm interested to know your views on this. Kind regards Nigel
Hi Nigel Sorry I missed your call earlier. I apologize that some additional items appear not to have been sorted out for you - I know your trip is coming to an end but I can still send someone over to look at the plug for you if nothing else? I know this does not help you now but I will be visiting the house myself on Sunday to take a good look through everything and ensure the standards are where they need to be for future guests. Unfortunately, as the local management company I cannot really comment on the home itself and how it is marketed by the owner as this is not something we are a part of but I will certainly communicate with Michelle once again the points you have made. Many Thanks Kind Regards, PAUL
Hi Paul, Thanks for the offer but it seems a bit pointless now as these things should have been on the list supplied to you by Michelle at the beginning and you are right, it doesn't help us that you are visiting on Sunday. I understand that you cannot comment on how the villa is marketed by the owner but I'm sure you could tell me if you really think this is a luxury villa compared to others that you manage. I appreciate you passing on the points to Michelle as she has now stopped communicating with us and just handed us off onto you. Regards Nigel
This was the final communication from the management company
Hi Michelle & Paul, Paul, as you have now been to the villa and fully inspected it you will surely agree that we, as clients of both Michelle and your management company, have been treated rather unfairly. I know that a couple of our issues were addressed during our stay however this does not resolve the issue that as your guests we were the losers between outgoing/incoming management companies. I am sure that you saw the rusty dirty colander that we left out, and the ants coming out of the plug socket walking into the sink was a lovely final straw! Even the emergency phone number on the front door was an unobtainable number when called. Michelle, you never commented on our main issues. You villa does not have two master suites and should not be marketed this way. The en-suite is not big enough for a king bed. This is not a luxury villa. Due to our very disappointing stay in this villa we feel that the very least you could do is offer some form of monetary compensation. Regards Nigel
Hello Michelle, I'm still waiting on a response and for the $200 security deposit to be refunded! It is very rude and unprofessional of you to just ignore my correspondence. We have a grievance and it needs to be resolved. Nigel
Hello Nigel, Hope you and your family had a safe flight home. Sorry for the delay as I was not in good health these past few weeks. I don't want you to believe that I was passing you over to the management company. Your input was appreciated. Your request were simple which could be managed easily by them. I noted all that was being said in your last letter and Mr. Paul Beeny have been corresponding with you through several emails. I see that the management company did try to meet your needs during your stay. The circular ring on the plastic table outside on the deck is a stain than could not be scrubbed off and the small amount of garbage behind the enclosed pool deck was not from my garbage and was not there in the morning of your arrival. As per the security cameras on the side of the property shows raccoons with the debris going into the conservation behind the home. However, it was picked up. I'm sorry that you didn't think that the house should be advertise that it has two king sized beds since you believe the second master bedroom " is too small for the king size bed. This was the first complaint that I had concerning that room. In a matter of fact, it was the wishes of previous guests why I I changed from a queen to a king. I try to please my guests, but unfortunately, I am unable to please all. I can meet halfway By simply turning the bed the other direction to make it easier to get in from both sides and will have more space in that room. If I get other complaints about the king size bed being too big, I will gladly change it You also mentioned that you were unable to reach anyone at the emergency number on "the front door".We are easily accessible as you have Paul's email along with his private mobile and have been corresponding with him during your stay. You also have my two emails and two phone numbers. I refunded you the $200 damage security deposit within 3 weeks as per the contract. Michelle V Sergeant
I didn't bother to respond to this as we felt Michelle is deliberately missing the point here. With regards to the emergency number, yes we may have had all the numbers we needed but not necessarily with us. As it happens our friends could not remember the code and called the number, which was unobtainable, they then called me and I knew the code, but this was not the point.