Apartment, 3 bedrooms, 2 bathrooms, 6 people
Minimum age of primary renter:18
Not Guest Friendly - Ok Location
Unlike other rentals the communication and instructions were “CONCISE” and simple. This management company is obviously large and sent lengthy emails, links, then brochures and once you arrive BOOKS on instructions, rules, etc. Very impersonal and not run by locals.
The outside of the building and decks could use enhanced maintenance and cleaning. It was run down, algae on the steps of our apartment and not the best maintained on the outside. Outdoor furniture way to big for the actual deck.
The inside was ok. Bed sheets were limited to very thin bed sheet. Kitchen was very good equipped.
Instructions on wifi were not clear. I’m still wondering if it was free or if I got charged for it. Ants (very small) were on the decks and also inside. There were lots of ant traps inside apt to mitigate the invasion.
The air conditioning was set for max two hours so between my wife and I we got up every 2 hours to reset the system as we would wake up in a sweat at 2 am as the system would automatically shut up. Then every two hours would have to wake up and reset it. The owners obviously concerned about their electrical bill.
In response to the electrical bill one night, while sitting outside on the furniture crowded deck, out of respect for the repeated messaging to save costs on air conditioning and with the insect infestation issues, we closed out patio doors to save the owners money / energy. Unknown to myself who has travelled to 90 countries and stayed in thousands of hotels, the doors had a locking mechanism that automatically locked us out on the balcony. So at 1 am were stranded on our balcony and contacted the managers. After explaining in the most tactful and diplomatic way our frustration about the doors they charged us approx hundred dollars to let us back in and never gave us an apology. I tried to discuss but the response was “our properties have that feature on the doors blah blah blah”.
Stacey was polite. The stay was somewhere between “bureaucratic to cool” missing the usual local management and / or warm hospitality.
The rooms were okay and kitchen was good. But aside from that I would opt for other options.
Thank you for your review. We are always looking at ways to improve our service and welcome all feedback. We are a small family run business and have been offering holiday rental properties for over 25 years. Our staff are both Spanish and English and all have lived in the area for at least 10 years.
We try to send our guests as much information as possible, including Google Maps and Coordinates from the airport to our office and then to their rental properties, where to dispose of rubbish, how to collect the key etc.
Unfortunately this guest was unfamiliar with the very common patio doors in this area – which only have handles on the inside and lock from the outside when fully closed as a security feature.
As explained to the client, we are not a hotel but rental agents for private owners and as such we do not have night shift workers or the like. We have office based staff and are here to assist our rental clients and property owners during office hours. We were able to assist this client both with printing the address of the property and the Google maps at our office as they could not locate the original email plus with a phone call once they arrived at the apartment as they thought they had been given the wrong keys; thankfully this was not the case and they just needed to turn the key in the opposite direction.
Our of office hours, we also provide a 24 hour emergency call out facility but there is obviously a fee for this if the problem is through no fault of the property owner or our company. Our staff member went to our office to get another set of keys and then to the property to let the clients back in after they locked themselves on the terrace at 1am and within 30 minutes of the phone call. We did reduce the fee to a before midnight fee as a gesture of goodwill.
Regarding the internet, it is complementary and we will look into making the instructions clearer.
Beach front properties do take a battering from the elements – this complex was painted a few years ago and will be done so again soon according to the communities’ agenda.
We are sorry to hear that you did not feel you received the warm welcome that keep over a third of our clients coming back each year.
We hope that the above did not affect your stay too much and we hope you were able to enjoy your trip to this wonderful part of the world.
Kindest Regards The Suncoaster Team.