Business ProfileforNewman-Dailey Resort Properties, Inc.

We are return customers of Newman-Dailey, until now. Our condo, Jade East 1520, was dirty and in very poor repair. We had hot water issues the entire time we were there. Only one of five people could take a hot shower. We reported the issue and it was never resolved. In fact, after finally catching up with ND after departure, it was stated that user error with the faucets may have been the issue due to fancy faucets. Trust me, there’s nothing fancy in this condo that I am incompetent to use, including the cheap white faucets. Be cautious with the kitchen faucet too. It is so loose, it feels like it will fall in the sink. The ceiling above the stove was dirty. The air vents are rusty. The shower curtains are too short for the tubs so the floors were soaked after every cold shower. The shower door in the master swings out because there is no track on the bottom. That’s a safety hazard for someone stepping out onto a bathroom floor. The area rug in the living room is nasty. Our socks were black on the bottom just from unpacking the first night. The washer makes a horrible noise when running. The dryer is rusty. I was going to sweep the floor and there was only a broom handle with no head in the laundry room. The refrigerator took 2 days to get cold after I set the temperature down on it. The glass tops on all the tables slide easily and were a constant chore to keep in place. The patio ceiling had dropped stucco onto the balcony, again, no broom to clean it. I used a beach towel to swipe it off. Kelly was very dismissive of my concerns and was argumentative to the point of implying that I was being untrue about all of these issues. The first rule of good customer service is to listen and validate the customer’s concerns; she did neither. I did not like her attitude or the way she spoke to me. Furthermore, the $100 gift card for a future stay is unacceptable given the fact that we paid $2000 for this experience. Why would I want to return!?

As a return guest, we greatly appreciate your business, and are extremely disappointed to receive your one-star review. It is unfortunate that this rental did not live up to your expectations and was not of the quality that you have come to expect from Newman-Dailey. We are using your review to work with the owners on improvements and upgrades to the property as well as to enhance our customer service. We have reviewed the recorded messages and can understand how you perceived her comments as dismissive. We discovered it was more of frustration that she wasn’t able to diagnose/rectify the problem. We pride ourselves on our 100% performance guarantee for prompt reliable service and when we sent our inspector out while you were not in the rental, and she did not find an issue with the hot water, the team thought the issue had been rectified. As for the other items you found, we would have happily made improvements, including recleaning the floors, during your stay if we had known. It wasn’t until the last day of your stay that you reported the hot water was still a problem and reported these other issues. In the recorded message, Kellie explained that we were unable to find the problem with the hot water and she had run all 3 showers at the same time, and they all had hot water. That said, hot water may be subjective, and it may not have reached your desired temperature. On the recorded call she also asked about the refrigerator temperature, and you stated “it did get better” so she thought this too was no longer an issue. Since you are a repeat guest of Newman-Dailey, it was surprising to learn you would not want to return and enjoy a different vacation rental on your next Destin vacation. A gift certificate toward a future stay is our standard practice for guests who may have been inconvenienced during their vacation. We care deeply about our guests’ experience, and we are using your feedback to make improvements to our service and processes. We hope we have the opportunity to welcome you back to the beach.