Verified
4/10 Poor
Dawn K.
15 Sept 2025
Liked: Check-in, location, listing accuracy
Disliked: Cleanliness, communication
While the home itself was beautiful and comfortable, my experience was unfortunately overshadowed by the discovery of roach droppings on the kitchen counter, under the toaster and coffee maker, and even in the utensil drawers. This was disgusting. I ended up spending over three hours of my short vacation purchasing disinfectants, paper goods, and even a new toaster just to feel comfortable using the kitchen. I emailed Sun Palace Vacations the next day to report the issue, but received no response at all. After waiting ten days for a basic acknowledgment or apology, I had to follow up repeatedly through texts and calls. Only after a full week did someone from Sun Palace management finally respond—and that response was a text offering 100.To be clear, I wasn’t looking for a free stay. I was simply expecting a sincere apology and accountability for the poor housekeeping—especially since their own inspector had been at the home that morning. Instead, I felt ignored and dismissed.I paid nearly 2,000 for a three-day stay, and I spent part of that time disinfecting the counters etc. A one-night credit would have at least acknowledged the inconvenience and disrespect to my time and experience.As someone born and raised on Fort Myers Beach, I understand that tropical climates come with bugs—but I’ve never had roach issues like this in my own home growing up. This wasn’t a climate issue—it was a cleanliness and customer service failure.I will never book with Sun Palace again.
Dawn K.
Stayed 3 nights in Aug 2025
