ComplaintsforEmber Group, Inc.
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Sunday, I emailed about issues with our stay after they left ant spray at our door, expecting us to handle the cleanup. They also stopped answering my calls. Jake, identifying as the owner, returned my call but was combative. He claimed I refused entry to his assistant, but she was going to spray harmful chemicals while my family was inside. I requested non-toxic spray so we wouldn’t have to leave. This conversation is recorded on the doorbell camera, as per their guest safety policies. Jake seemed more interested in being right than resolving the issue. He offered to waive a partial $500 cleaning fee only if I removed this review. The cleaning fee is $700. This showed no concern for our experience or our ruined vacation. I don’t want others to face the same rudeness & disrespect I contacted the owner, Colby S********, who apologized & promised to handle the situation personally. He said he would call me Monday, but as of Tuesday morning, I haven’t heard back. This isn’t about money but principle. A company claiming a five-star experience should not deliver a one-star reality. Colby offered us a free stay, but unless the ants are remedied, the grill cleaned, and the unprofessional property manager replaced, we have no interest in returning. I also rented a golf cart but received no checkout instructions and had to contact the rental company directly. Blake at IGC apologized for Ember’s oversight and mentioned other bad experiences with them.**Initial Review:**We checked into Paradise Palace for my daughter’s graduation trip to find ants everywhere and a filthy bathroom. Despite calling, no one arrived for almost two hours. Our first night was ruined waiting for help. The cleaner eventually arrived with toxic sprays, left the product at the door, and did not clean. We shouldn't have to handle this with a $700 cleaning fee. We found a dirty bathroom, countless ants, a filthy grill, and a dirty blanket from a previous guest, with no resolution from the “concierge.”
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.