Business ProfileforSoleil Vacations

My family came all the way from Germany to Florida for my graduation and the trip was almost ruined by them. Among other problems, one of the two toilets wasn’t flushing. Moreover, we tried to enter the house and realized that the door lock was not working. My grandparents, over 80 years old, were standing in the Florida heat, and worse, unable to take their medicine. This was a literal emergency and it was very dangerous for their health. Not a single time did somebody pick up the phone when calling the ”customer service”. Finally a reply, but all replies are very cold, they don’t apologize for inconveniences and you don’t know who you are even talking to. They claimed that a worker was on their way, but this guy never arrived that day. They told us about a key that opens the lock. Since we left for the next days the lock issue couldn’t be resolved and we don’t blame them for this part and were ready to just use this key. Now comes the bad part though: it is the morning after we came back from our trip and the toilets are flooded, sewer water is coming out of the shower drains and the house stinks. My family reaches out to them immediately via text, email, phone, but don’t get a response until later and that message doesn’t say what or if they will do something. After I contact them and asked them to please solve the issue (since the toilets had not been working for 4h and my family had to use restrooms in restaurants) they told us no refunds will be given and that they legally only need to work on a solution but not speak to us. They told me (direct citation): “you opinion is irrelevant” and kicked us out of the house the same day: “we no longer wish to host you” “you can depart immediately”. When they kicked us out it was after 2pm already. Apparently informing them about emergencies is “hostile” and “inappropriate”. If u rent with them make sure to think about their feelings if there is an emergency, because they will assume you are hostile and kick you out.

Dorothea ****** stayed at our property in Melbourne from April 24, 2024, to May 8, 2024. The guest arrived on the 24th, and everything was fine. There were no complaints, messages, or calls from the guest. However, on April 27, 2024, the front door lock went offline. The guest called us at 3:15 PM on the 27th, which was also a Saturday and outside our office hours (Monday to Friday, 9:00 AM - 5:00 PM), they received our voicemail. We received their voicemail and texted the guest at 3:16 PM. The guest responded promptly at 3:18 PM, stating, "It's completely dead, it's not lighting up." We replied at 3:20 PM, informing them that we had scheduled the maintenance man to check the lock and provided them with the lockbox code for access. We asked them to return the key to the lockbox after unlocking the door. We didn't provide an ETA for the maintenance man as his schedule was uncertain at that time. Later that day at 7:31 PM, the guest inquired about the maintenance guy's arrival time. We contacted the maintenance man at 7:34 PM, and he mentioned that he wouldn't be able to come until the next day. We messaged the guest at 7:36 PM, letting them know about the delay. The guest responded, saying they wouldn't be there the next day and couldn't assist in the process. We reassured them, asking them to return the key to the lockbox when they leave. The guest responded in a demanding tone, "Call me after he is done. We will put the keys back. We expect the issue to be resolved when we return (Tuesday evening) and want the codes to be updated after the worker is done." On the 28th, the maintenance guy arrived, but the guest hadn't returned the key to the lockbox as requested. Due to this, he couldn't fix the lock issue. The guest didn't respond to our messages. We followed up on the 29th, asking about the key, but received no response. On the 30th, the guest texted us, mentioning that they would use the key for the rest of their stay and didn't want the lock fixed during their stay. On May 1st, the guest texted us about a plumbing issue, demanding a full reimbursement for the entire stay and compensation for the inconvenience caused. They threatened legal action if the issue wasn't resolved promptly. We reminded the guest of the rental agreement and the need to give us a chance to resolve the issue. We mentioned that according to the agreement, there would be no refunds if they chose to leave. The guest reiterated their threat to involve lawyers. During this period, we were preparing another property for the guest, but instead of accepting this option, the guest continued to threaten us, act hostile, and make repeated calls despite our request to leave a message on our IVR. Eventually, we refunded the guest for the remaining nights of their stay from May 1 to May 8, which they left out from their review. We apologize for the issues encountered during their stay and find it disheartening that the guest didn't provide all details in their review. We hope this clarifies the situation.

As a response to the prior statement of soleil: As already mentioned we don’t blame them for the key situation. This was not the reason for our complaint… What you failed to address is the actual issue: the bathrooms All I can say is that we didn’t hear from them at all until we mentioned legal action and then they finally responded. They claim to have given us the option to stay in a different place, which is not true. This option was never given to us and we were told to „depart immediately“.