ComplaintsforReunion Resort
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Complaint Details
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Initial Complaint
04/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We are staying at **************************** a home managed by Reunion Resort. We have stayed in this home previously. Upon booking this home for approx. $50,000 We assumed that we'd receive the same great service and accommodations that we had the last time we stayed here. Unfortunately, we were so greatly mistaken. My elderly (85 year old) grandparents were not allowed access to the elevator in the home, which led to my grandfather falling down a few of the slippery wood steps. The garages were locked. We had access to both garages previously, but because they were "packed with the owners storage" we were not allowed access. Upon further investigation, we discovered that there was just one covered car in each large garage! None of the power outlets by the pool area were functional, and maintenance was not competent enough to fix the issue. Air conditioning in the home barely worked. Indoor temperatures barely dropped below 78 degrees! Half of the televisions in the home were not working. Apple TV's were removed from all screens since last time we stayed here. Custom service reps for Reunion Resort were rude and unhelpful. Shameful!Business response
05/16/2022
Business Response /* (1000, 5, 2022/04/26) */ Reunion Resort's intent is always to ensure that our guests have a wonderful stay. These vacation homes are all unique and we ensure to note on our website what is included with the home. The vacation home in question does not advertise having access to the garage or elevator. The owner of this home has restricted access. This is notated on the home website. When a complaint was sent regarding the power outlets at the pool not working, our engineering team found the occupant had brought multiple large appliances and plugged them into the patio that were overloading the circuits. The AC was found operational, but due to the home exceeding occupant capacity and the doors and balconies being left open this impacted the temperature in the home. The engineers informed the occupants that keeping doors open would impact the home temperature. All TVs were validated to be working prior to their arrival by a manager. We do not advertise having Apple TVs in the home. There were multiple damages found to the home upon departure that we are currently assessing. No compensation will be given.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.