4/10 Poor
John H.
9 December 2024
A Challenging Stay
Our family booked the property in advance of a Disney Cruise for three nights. With the contract signed, we proceeded to check-in. At check-in, there was no knowledge of our stay despite us showing the signed contract for the property address. We reached out to the online booking, and without receiving an immediate response we were encouraged to go to the property address and use a code. Upon arriving at the address we had paid for and that was under contract, we were greeted by another family who was staying at that address.
An hour later (and tears from the children), we received a notification with check-in instructions (well past our check-in time) for another property as part of their portfolio. One of their "premier" properties, the location was beautiful - but that's where we encountered more issues. A can light hanging out of the ceiling in the hallway entrance, broken chairs in the theatre room, a kitchen sink that wasn't attached to the counter-top and spun around, a broken basketball game in the arcade room, etc. While the home was clean and had a great view, it was in need of repairs in almost every room.
No apology was originally offered for our check-in experience and the move and it seemed the expectation was that we would instead be 'wowed' by their 'premier' location. Instead we felt like our signed and paid contract was forgotten and we were moved into another location which was sitting empty as it needed multiple repairs throughout.
John H.
Stayed 3 nights in Nov 2024