Customer ReviewsforRivard By Ocean Reef Vacation Rentals

Our family stayed at the Sandcastle by the Sea during the first week of August 2023. Upon arrival, we expressed our concerns that the 2nd floor was over 80 degrees. Maintenance came on Saturday evening, said the house needed to just cool off which it never did. Sunday they came and said that we needed to wash the unit down. I guess they thought we wanted to work on our unit while on vacation. Monday they were back again to look at the unit and decided that it would need to be replaced. Tuesday the home owners approved the replacement. That is when the chillers were brought in. Wednesday they can and made the repairs. Meanwhile, the 2nd floor still was 80+ degrees every night. That night it still didn't cool off because it had been off all day long. Thursday night it was 78 degrees when we went to bed and Friday night it was 76 degrees when we went to bed. I spoke to your office everyday because they called me every morning and they sent the chillers but even the last night, the 2nd floor only cooled to 76 with the chillers and the new ac running at full capacity. By morning, the 2nd floor would cool off to around 75 but it is not exactly comfortable to go to sleep every night in 80+ degrees. The obviously knew there was a problem because there were box fans in every room on the 2nd floor. What multi-million dollar home furnishes their bedrooms with box fans? I was patient with them and tried to make the best of the situation since we were on vacation but I was told that we were not due any compensation because I didn't keep submitting complaints even though the office knew of the ongoing problem. And because they replaced the unit on Wednesday, that was sufficient even though our stay was Saturday to Saturday.

Thank you for sharing your experience regarding your recent stay at Sandcastle Dreams. We sincerely apologize for the challenges you faced, especially concerning the air conditioning system. At Ocean Reef, we pride ourselves on ensuring our guests have a comfortable and enjoyable stay, and it's evident that we fell short during your visit. While we made efforts to temporarily alleviate the situation with box fans and portable AC units, we understand that these solutions did not fully meet the comfort level you and your family expected. Upon reviewing the extent of discomfort you experienced throughout your stay, we are extending you a refund of $1500. We acknowledge that monetary compensation cannot make up for the disruption of your vacation, but we hope this gesture demonstrates our genuine regret and commitment to guest satisfaction. In addition, we are refining our internal communication and response protocols to address any guest concerns more proactively and efficiently. We deeply appreciate your patience and understanding throughout this situation. Your feedback is invaluable, aiding us in refining our services and ensuring future guests have exceptional experiences. We hope you might consider giving us another opportunity in the future, with the assurance of a seamless and comfortable stay.

Sand in the bed upon arrival. Sand in the sofa sleeper. Snake in the building. Trash everywhere. Outlet in the bathroom ‘fixed’ by disposal of my night light

Thank you for sharing your feedback regarding your recent stay at our property. We deeply regret the issues you encountered and sincerely apologize for the discomfort and inconvenience they caused. Upon learning about the sand in the bed and sofa sleeper, we immediately addressed the matter with our cleaning and inspection teams to ensure such oversights are avoided in the future. We hold cleanliness to a high standard, and it's evident that we missed the mark during your visit. Regarding the snake, we understand how unsettling that must have been. While we don't directly manage the building's maintenance, we promptly relayed your experience to the Homeowner's Association. We are located in a region where snakes naturally inhabit, and we, in collaboration with the HOA, are making every effort to ensure a safe environment for our guests. The incident involving your night light is regrettable. There was a miscommunication with a third-party vendor regarding the bathroom outlet, which led to the unintended disposal of your night light. We've addressed this matter with the vendor to prevent similar occurrences in the future. To express our genuine regret for the inconveniences you faced, we have issued a substantial refund. We value your feedback and are committed to refining our services based on our guests' experiences. We hope you might consider giving us another opportunity in the future to provide a stay that aligns more closely with our standards and your expectations.