Customer ReviewsforPremier Island Management Group, LLC

This company is abominable. They claim to represent high-end properties and care for their clients, but the "Home Away from Home" property in Pensacola, Fl., was anything but. At issue, was how the home looked on Air BnB versus the reality of the situation, which was that a crack den would have been considered the Ritz given how this property presented. Lights were dangling by wires, others were taped to the ceiling, there were open electrical outlets in the kitchen near water no less, the microwave had cooked food on the interior and the "time" button didn't work, the sheets were bed-bug ridden and one guest was covered in bites, the doors wouldn't lock so my dog and daughter shared space with a rat snake for an afternoon, the "outdoor kitchen" which looked beautiful in the pictures was uninhabitable and run down, the pool that was advertised was dirty and cold, the dock that suffered during a hurricane appears in the photos to be repaired (it wasn't), the towels were flimsy and slight, the sheets were rough, and the washer and dryer were so loud that we could only use them briefly during the day given everyone's sleep schedule. I can't believe this property is still standing. I've repeatedly tried to reach the Air BnB representative (Carrie G), but she won't take my calls or call me back, and no one else in the office will either. We paid $5K for a "home" that was something below a crack den. That is an extraordinary amount of money to pay for such an abominable experience, and then not be able to have a conversation with the very company that represents this property? Shameful and bordering on false advertising. I don't want anyone else to go through this, so please if you are considering renting from this group--don't.

Hello Ms. ******


I would like to take this opportunity and apologize for the poor experience you had while staying in one of the properties we manage.


As per your certified letter that we received on June 10th, you have stated, and I quote: "While, I understand that this conversation / these notes should have been conveyed upon our leaving, but honestly, I didn't and still don't want, my husband to know how disappointed we were in the property", you have requested not to make your husband aware of your experience during your stay. So with your request in mind, not to make your husband aware, I have contacted the number on the reservation and left a voice mail on June 10th at 1:35 PM. Knowing that the number on the reservation is Mr. ******** number, I left a message asking for you to please contact me back by providing my cell phone number.

I wish the letter would have provided an alternative phone number for us to be able to contact you directly. I promise you that the matter would have been addressed immediately and to your satisfaction.

Fast-forward to June 28th, when we received your review posted on BBB, I called again the number and sent an email to the email address on the reservation. As of June 29th, 4:00 PM I have still not received any communication back.

As you can see, we have done everything in our power given the information provided, to contact you and address your concerns.


Respectfully,

We had a horrible experience at the Beach Club in Pensacola. We have been staying in the Beach Club Cabanas for at least ten years now, and have enjoyed it every time. This time, however, we were disgusted the moment we walked into the condo. We opened the door and were hit by a horrendous smell of black mold. Throughout the condo there were infestations of black mold around every air vent. We informed Premier of the problem, to which they could not care less. The toilet was detached from the floor, and there were broken face plates on the electrical outlets. The dining table was wobbly, and someone had folded some trash up to 'stabilize' the table. Light bulbs were out, and there was an enormous lack of kitchen supplies. The sheets and comforters appeared as though they had not been washed having feces and urine on them. There were disgusting looking stains all over the bedding. The bunk beds had blood stains on the comforters, and the sofa had rust stains from the old rickety pull out bed. Premier "couldn't find us another condo". We figured since we couldn't get our money back, and there was no where else to stay then we'd make the best of it. We went to the store and spent a fortune on cleaning supplies and spent a good part of our vacation cleaning the place to make it livable. We cleaned black mold off the vents, the kitchen faucet and sprayer, and the shower head, which were all caked with black mold. We placed air fresheners throughout the condo to mask the smell. I was at least able to get an $80 cleaning fee refunded to me which was a slap in the face. This is an unacceptable way to do business. We will NEVER book with this horrible business again, nor will anyone else we come in contact with. We will tell everyone we know about this horrible experience.

Thank you for taking the time to write this review and tell us about your stay, Ms. ****. We're sorry you had so many issues with the home. It is our goal to ensure every guest arrives and leaves ecstatic. Since your stay, we have changed cleaning companies. We hope to be able to make it up to you and host you and your family here again soon.