Business ProfileforPoole Vacation Rentals

TERRIBLE! We recently booked a condo through Poole and Associates. We paid what we thought was in full and have paid in full receipt. We were told to check in at ***** office. We received a text in route and was told to go on to condo. We were also told we owed for a parking pass $*****.was the charge. We were told if we had already paid they would refund. They could not look this up. We gave them a credit card and was told we would receive a gate code. Never heard back so called and the only way you could speak to a person was the option to rent a property. ONE HOUR LATER WE FINALLY RECEIVED A GATE PASS! This was the worse check in we have ever experienced. We complained to POOLE AND ASSOCIATES but it fell on deaf ears. We were also told that the parking charge of ***** was from WIND DRIFT but that was not our impression. All the charges from Poole and Associates seemed excessive. We even paid a non refundable in case of water damage which we had In good faith paid what we were charged and have paid in full receipt. We finally received a gate code after four oclock. We will never book with POOLE AND ASSOCIATES AGAIN.**********9/2023

Good afternoon, I'm very sorry that you felt that this was such a poor experience but I would like to elaborate on our phone conversation to be completely clear on things. When we spoke, I assure you that the conversation did not fall on deaf ears, I remember the conversation well. The difficulty in our conversation was that you had a preconceived idea of what that conversation was going to be and it did not matter what I said in return. We do keyless check-in to try to make the check-in process easier, not more difficult. At no point were you EVER told to check-in at a ***** office, and during our phone conversation I encouraged you to read the emails that we sent you when you booked and prior to check-in. I told you as clearly as possible that Wind Drift (the condo that you booked) requires this parking pass and that we have no control over this, and I also told you that we don't make a dime off that parking-pass. The lady that helped you pay for the parking-pass online with your credit card did that as a favor because you were traveling, had you not been traveling you could have done that yourself without any assistance with the same result. We were honestly just trying to provide a quality service in which we always strive for. We clearly advertise that the parking pass is a paid expense on the listing details on each of our websites, I told you this over the phone to which you replied that you didn't read that. We also did not charge you a fee for water damage deposit, we have a non-refundable "damage waiver" that is on each of our reservations and that is listed on your reservation to you prior to booking, it is $59 dollars and it covers up to $1800 in accidental damage which is a great value. We do this in lieu of a security deposit and this fee is also an industry standard. I will again encourage you to review the emailed documents that you received, and I'm truly sorry that you felt like our service was less than adequate. We serve over ***** renters each year and will continue to provide the same great quality service to each and every one of them! We are very proud of our A+ rating with the BBB and will continue to strike for that as well! ,