Customer ReviewsforIsland Time Hilton Head, LLC

Island Time at Hilton ***************** should be investigated. They add extra charges not disclosed in the rental contract. They will add as many fees as they can think of. Do not use Island Time. VERY DISHONEST! They will add an extra 30% to original advertised price.

Hello *********************************, please know our company has not hidden any fees from you. When a guest books a reservation, we send the guest a Reservation Confirmation. In the Reservation Confirmation, we show the breakdown of fees and how much each fee costs. We sent the Reservation Confirmation to you, on three different dates. Each time we sent the confirmation, you were able to see how much you were being charged. We have not hidden any fees from you. We have broken down every fee in the confirmation. Again, we itemize what we charge our guests in the Reservation Confirmation we send to our guests. On 08/23, you signed the Rental Agreement. You agreed to the cost of the reservation when you signed the agreement.

Hello *********************************, please know our company has not hidden any fees from you. When a guest books a reservation, we send the guest a Reservation Confirmation. In the Reservation Confirmation, we show the breakdown of fees and how much each fee costs. We sent the Reservation Confirmation to you, on three different dates. Each time we sent the confirmation, you were able to see how much you were being charged. We have not hidden any fees from you. We have broken down every fee in the confirmation. Again, we itemize what we charge our guests in the Reservation Confirmation we send to our guests. On 08/23, you signed the Rental Agreement. You agreed to the cost of the reservation when you signed the agreement.

We rented a 3b/2.5 bath villa at the ********* ***** Hilton Head Island for 3 nights 4 days. The check in time for the villa was 4:00 p.m. and the unit was not available until 6:00 p.m. On the 2 night, the toilet in the master bath sprung a leak at the back of the toilet connected to the water intake hose. The toilet in the 1/2 bath would not flush without overflowing. I turned of the water at the back of the tank and rush to place towels to absorb the water on the floor.This issue resulted to another problem which produced back up sewage in the master bath shower. I reached out to the after hour service and explain the situation left a message to call me and then I received a text versus a call mentioning they dispatched a plumber. 2 hrs later I reached out to the service asking where is the plumber and they responded that the plumber entered the home and saw two people in the living room asleep. Keep in mind, we did not receive a call or the plumber did not announce himself when entering the home. I reported to the management office Haliegh ******and her response was that it was their policy to enter when someone does not answer the door. How dangerous is that which could have resulted to an unpleasant outcome. The management company apologize but of course without any concern(s) and insulted me with a offer of $200.00 under the bases I sign the offer letter and complete a survey with a high rating above 1. Keep in mind, I paid $453.30 a night totaling $1,359.97. Most certainly they are not focus on safety nor customer satisfaction, however they more concerned about company policy no matter what issue you may occur at the rental property.This is the worst experience renting a vacation home our my personal and professional career.

Dear ****************, thank you for taking the time to leave this review. We appreciate your feedback. We take matters like this very seriously. We are sorry to hear your experience at our rental property was not what you expected. We understand the issues that you experienced during your stay, and we attempted to resolve all items. In the rental agreement it does state that we cannot guarantee a property to be ready at 4:00 PM. We offered a meal on us, while the property was being cleaned in which you declined. Regarding the plumbing we do apologize that you experienced the issue. When *********** went to the property, the plumber knocked & announced himself before entering the property. We only use licensed and insured professionals. We were luckily able to get someone straight away during the holiday weekend. We do apologize about the communication in which you were not able to speak to the plumber directly. We attempted to resolve these matters before the end of your stay.

Based on your statement above it is completely not the fact of the matter. The plumber did not announce himself when entering the home nor did someone call. That action was unsafe and something could have happen with a bad outcome. How would like if someon walked into your home while you were sleeping? I do not recommend anyone rent from Island Time Hilton services based on the unsafe circumstances, raw sewage back ** in the shower and the suggested $200.00 to not rate the service with a bad rating.

Dear ****************, we did all we could to try and accommodate your needs. You mention issues with sewage but fail to acknowledge that you caused the issue. With the manner which you demanded someone after hours on a Sunday night, we were able to oblige your request but only to be met with another reaction. We attempted to accommodate you for the cleaning not being finished on time and attempted to provide satisfaction with a refund, though our rental agreement clearly states we are not required to do so. In our opinion we offered as much customer service as possible and it was met with disdain at every turn for our willingness to try and satisfy an unreasonable customer.

Bottom line is Island Time has not been honest with rental information and fails to follow up.After booking a ocean view condo in Captains Walk, and shortly before our stay, I received an email letting me know that the pool and grill area would not be available, and that construction would be taking place. Because of the late notice we were not able to book elsewhere, When I expressed my concern about noise I was assured it would not be a problem. The furthest thing from the truth. Noise levels were so high that we could not sit our on the patio to enjoy the expensive view we paid for. Notified Island Time about the noise and reduction in our rate. I was told that they had already discounted by 10% prior to booking, but the web site never mentioned the inconvenience or the reduction. After many calls I was told by Haleigh ******** ****** Services Manager) that they would rebate an addition amount to compensate us for the inconvenience. Two months have passed and their has been no further communication or finalization. I highly recommend that if you have to rent through Island Time that you ask questions and insure there is full disclosure about the property that you are considering.

Hello **************, Thank you for taking the time to leave this review. We appreciate your feedback. We take matters like this very seriously. We are sorry to hear your experience at our rental property was not what you expected. We have on file that we communicated with you about the pool construction taking place at Captains Walk, via phone and via email. We make sure to always communicate with our guests anytime there is something taking place that would impact a guests stay. The management company of the complex is responsible for scheduling construction and overseeing the facilities. Anytime there was a delay with the pool construction, the management company would make us aware and then we would make our guests aware of the delay. The rates were discounted for all Captains Walk properties, for the time period while the construction was taking place. We knew the noise would cause an inconvenience for our guests, which is why we discounted the rates ahead of time and communicated with our guests via phone and via email. Prior to your arrival, we did offer to change your dates to a later time, so you would not be impacted by this construction. A booking fee was removed, from your reservation, for the inconvenience and a discount was offered for a future stay.