4 BR Home, Private Pool, and Spa on Tranquil Lagoon

Dear Lisa, Thank you for reviewing the house! We are beyond glad to hear that the house suited your needs so well. We look forward to having you back on your next trip! -Palmetto Dunes Oceanfront Resort

Dear Marie, Thank you for taking the time to review the house. We can understand your frustration when dealing with a running toilet. We did have our maintenance staff respond to your call almost immediately to replace the flapper on the toilet within 30 minutes. However, due to the Thanksgiving holiday, there were no plumbers available until the following Monday. While we feel that we were able to do everything in our power to rectify the situation, we do understand your frustration. All of our pre-arrival emails include a detailed list of what is provided in our rentals, this list is also online. The Department of Health does not allow for any food to be present in a rental property. We do our best to provide this information to our guests in several different locations. And, yes, when traveling on a holiday, all of the normal services may not be available. We are proud that we are able to have our associates spend holidays with their families while still providing service to our guests. We hope that you will return to our beautiful resort as our guest in the future. -Palmetto Dunes Oceanfront Resort

Dear Mike, Thank you for your feedback in this review. Unfortunately, in October, there are times when the pool water may not reach a desirable temperature for swimming. We are sorry if there was some miscommunication regarding the heating, but it is on the website, in our Resort app and in all of your pre-arrival information. There is considerable additional expense to the owner when the heater is turned on, especially in cooler months. We have checked our records, and the only record we have of you reaching out in regards to the water temperature in the bathroom was after you departed. We are happy to report that it was inspected shortly thereafter and it was found that each bathroom has a water temperature of 117 degrees. We are so grateful that you enjoyed your trip overall from your additional survey that was submitted. We hope that we are able to exceed your expectations on your next trip. -Palmetto Dunes Oceanfront Resort

Dear Nancy, We are truly sorry to hear of the issues that you experienced while you were here. However, we do feel that we were able to mitigate as many of the issues as possible that you listed in your review. We understand that when appliances break while you are on vacation it can be an inconvenience. That is why you were reimbursed $400 for the lost food items. When you called about the moss and leaves falling into the pool every day, we asked the pool company to address it for you, at an additional expense to the owner. One of the main attractions of Hilton Head, and Palmetto Dunes specifically, is the greenery and lush landscapes. But, of course, with that beauty does come the fact that there can be debris falling in the pool. Skimmers are provided at all of our homes. We are happy to report that the pool is being addressed in the off season, it is just not possible to do in the midst of summer bookings. We do apologize for the issues you had, and even though many of those issues were beyond our control, we do understand it does impact the entire vacation experience. We certainly expected the $2400 refund (50% of your total booking) that you were issued would have made up some of the inconveniences that you experienced. We apologize that our efforts fell short. If you feel that there are other issues that we were not able to address during your stay, please feel free to reach out to management. -Palmetto Dunes Oceanfront Resort