3 Bedroom 817 at Ocean Reef Resort - Water Amenities

Thank you for staying with us again — we truly appreciate your continued support! We're glad to hear that communication and service met your expectations and that you knew what to expect with the property. It's always great to welcome returning guests, and we hope to host you again in the future. Please don’t hesitate to reach out if there’s anything we can do to make your next stay even better.

Thank you for taking the time to provide such detailed feedback about your stay. We are truly sorry that your experience at Ocean Reef was so disappointing, especially after investing significant time and money into a five-day family vacation. The conditions you described upon arrival—including the cleanliness of the bedding, bathrooms, floors, furniture, fans, kitchen, and concerns with mold and hair are certainly not what we want our guests to encounter. We also apologize for the multiple maintenance issues you experienced, including the fixtures, shower head, towel rack, bedroom doors, clogged sink, televisions, and kitchen supplies. We are particularly sorry for the inconvenience surrounding the keyless entry. Having to wait approximately four hours for assistance is understandably frustrating, especially with two young children. We also regret that the opportunity to address your other concerns was not handled more effectively after you reported them. While a re-clean was offered several days into your stay, we understand why you declined after having already cleaned the property yourselves. Most importantly, we are sorry that you left feeling that your concerns were not taken seriously and that the discussion regarding compensation was not resolved during your stay. We understand that this was a significant expense for your family, and you deserved a clean, well-maintained home and responsive service from the beginning. Your feedback has been shared for review with the appropriate teams and the property's ownership so that these concerns can be addressed. We sincerely apologize that we did not provide the quality of stay and service you expected and deserved. We appreciate you bringing these issues to our attention.