4/10 Poor
Rachel A.
6 Dec 2019
Liked: Cleanliness, check-in, communication, location
Disliked: Listing accuracy
Huge let down - BEAUTIFUL location, AWFUL experience.
We traveled 15 hours so we could visit our son that is stationed at the Naval Base for Thanksgiving. Our daughter got stuck in the master shower. We wondered why she was taking so long (after about 35-40 mins we figured surely the water had to be cold by then) and checked on her and she was trembling, crying and her face was deep red. The door wouldn't open (it must have gotten a suction??) and it was so sound-proof in the unit we had not idea she was in distress. She thought we'd left her and she was terrified. We had trouble getting the door open and considered breaking it and how to help her climb out to get her out, but it finally opened after several minutes of taking turns trying to open it.
Overall the unit was clean, for the most part, but we'd never stay there again. We had to provide even the most basic of necessities that weren't very well represented in the listing. (The "extra toilet paper & linens" that were supposed to be "under the vanity" were not there, no replacement trash bags, and not enough of the cheap cleaning supplies to use since we were required to do the laundry & dishes.)
We are Gold Reward Members and are supposed to get free late check outs. We weren't allowed one unless we paid another $69, so we had to remove all bedding and linens, start the laundry, leave the unit to check out and go to the off-site office all by 10 am.
It took hours to get a call back from the office about my husband's work phone he'd left there. We stayed around Pensacola for several hours after checking out, waiting to get it and the maid never turned it in. It then took 3 days to finally get a call from the shipping company. By then it was too late. We even traced the phone all over Perdido that day, as the maid kept it with her. We finally had to report it stolen and ordered a new one. Very unprofessional and it cost us another hotel stay because we waited around for so long.
The location is amazing and the view is breathtaking! Unfortunately the "bad" outweighed the "good". Also only one pool was heated and the hot tub was barely "warm". Very disappointing.
Customer service checking in and out was great! Perhaps this was just a bad experience, but this unit needs to address the shower door before they get sued. Our daughter trembled for hours and she's 12!
We spoke with a resident of another unit that owns it and he said the HOA has ignored the numerous requests to fix the pools and hot tub. Even he's fed up with the building.
Rachel A.
Stayed 4 nights in Nov 2019
