ComplaintsforSea Turtle Getaways Inc

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ***, was rented viewing pictures on web site of Sea Turtles Getaways & top reviews.by reputation of the facility, ********* ******, having stayed at ********* ****** numerous times. I believe the depiction and top reviews are misleading and a lie. We arrived at peak time, memorial weekend. Our children, one of whom is ill was staying next door in **** *** so we could help them. Upon initial complaint of the filth in the place, a very young assistant manager came by with offer if we left right away we could get a full refund. We were not offered another place, nothing was available on memorial weekend. I cannot express how disgustingly filthy this place is. Bugs, mold, stained walls and door frames, filthy stained carpets and furniture. The faucet in the 2nd bathroom is so mangled and sharp it is a hazard. She offered to do some cleaning, which would take months, we received sheets to put over the furniture, we placed bath towels on all carpet. We washed what we needed from cabinets and left out on the counters. We did not have cleaning ppl come back in which would have been Tuesday because of the holiday. At this point all our personal belonging were there. She offered to clean furniture on Tuesday or after with 24hr drying period. We discussed having carpets rolled up and removed, but we and mgt. decided not to do that as it would be Tuesday or after, and well honestly we covered them with bath towels again. I spoke with the assistant mgr again on Tuesday discussing the above not being done and why, as there would only be 4 days left of our stay at that point. I inquired of compensation and was told that would be considered after we left the unit. That the owner would contact us after her return from vacation the week we were there. We never have heard from anyone again. Before we left or after. I am telling you of my 20 yers visiting ****** **** ****** staying in homes, dated, new, and condo’s Dated and new….I have never stayed in anything so filthy.

  Business response

  06/30/2023

  The guest was offered a FULL REFUND if she chose not to stay at the property or I would have also pro-rated her stay if she had found other accommodations.  The guest did not allow us to resolve any of her issues except to bring her a new shower liner on Tuesday of her stay.  The issues that she reported were not refundable issues per the contract that she signed.  We're sorry that she did not enjoy her stay at this villa.

  Customer response

  06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The unit was unsafe. Sea Turtles offered immediate removal from unit for full refund which was impossible over the holiday weekend. . The owner/manager never contacted me regarding compensation for a move to another unit. We arrived Saturday and because of the holiday weekend nothing  could be scheduled to address the unit till Tuesday and we were told there was no guarantee anything could be done till Wednesday or after. Our last day was Friday. The unit was so bad, a health risk, there was nothing they could possible do to resolve the issue. 
  
  I would like our deposit back of $1478.40. The remainder we paid is fair since we had no option but to stay in the filthy place. I believe we signed a contract in good faith that the unit represented accurately, it was not, that it would be livable and safe. It was not. Just as we promised to not damage the unit and abide by renter requirements. We held up our part. They did not. They mislead the public in allowing the place to be filthy, dangerous and a health hazard. 

  Regards,

  ***** ****

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