Business ProfileforMarco Escapes

We rented a home from this business. Our first trip taking our grandchildren away from New Jersey in 3 years due to Covid. We rented a 5 bedroom house which was over 7 thousand dollars for the week with the highlight being the beautiful swimming pool and jacuzzi! It has been a long winter in New Jersey and these kids got to help pick the house we would enjoy for the week and this was it. Unfortunately. That's not how the story ends. I will make a long story short and tell you about the disappointment and frustration from both not having a heated pool and a cold tub instead of a hot tub for the week. Along with the tremendous inconvenience of having men from Marco Escapes and the hired pool company to try to fix the issues come 5 times during a 7 day stay and to no avail. The issues were never fixed. I would like to warn you about the quality of homes they rent. But mostly and tremendous....the customer service in reconciling this issue. I wrote a very detailed letter to Marco Escapes the day after I got home with every single detail of what when on all week. As they very well knew because they were in the house many times all week. But I thought I should put it all in writing for the owner of the house. I did not ask for anything specific but for them to compensate me somehow for the issues we had. I received no response to my email. I called to check if it was received...no answer. Left messages and resent email. No response until I got a bit more aggressive. Purely asking for a response. Finally I got one that stated we were at fault?? A very short email, with absolutely no form of apologies at all for the inconvenience we incurred. It stated we must have been shutting the pumps off ourselves! Like seriously, yes because i just wanted to torture my grandchildren all week. They say there is nothing they will do to rectify the situation. Even tho I gave this business many chances to make things right. They refuse!!! BAD BUSINESS 👎 STAY AWAY FROM THEM!!