The property location itself is beautiful and luxurious and the Property Manager, Jess, and referred concierge, Laurel, is professional, however, I assure you the customer service and poor maintenance is more of a nightmare.
A group of my family, friends and I went to the property to celebrate my son’s 27th birthday. There was no tour of the home’s amenities and no instruction on how to use the air conditioner or heater or any appliances and we had to ask to be shown the theater room and sound system. I asked then to have the pool heated. I was told it could take a day due to the size of the pool and that he could only heat the sauna/spa first and then he would do the pool.
One of the toilets began to overflow the morning after our first night's stay and I notified the Assistant Property Manager, Anthony, as instructed. He never responded to my text or voicemail message. After 7 hours of no restroom use, Laurel, a Concierge (referred to us by the owner) contacted the Property Manager, Jess, who is pregnant and on maternity leave to try to get the issue resolved.
Before Jess arrived, the Assistant Manager then texted me back and told me that the toilets were clogged because I had placed pizza dough in the garbage disposal. I advised him that I had not used the kitchen in all in the time we had been there and we had been using the Concierge referred to us by the owner for all meals. I further advised him that I have been a Property Manager and Real Estate Agent for over 30 years and I was well versed in plumbing issues and the garbage disposal was not clogged and that there were no plumbing issues in the kitchen. Additionally, the plumbing, gray water and foul odor were from sewage which is a very separate matter than a garbage disposal clog which was not even the issue.
Jess, the Property Manager, came by later that night, to try to resolve the issue but was unable to do so. The toilets in each bathroom continued to overflow and sewage came up in the Master Bath and corner bathroom showers. There was grey sewage standing water outside the bar area on the patio which created a foul smell.
We were told that the water had to be shut off yet water still began to pool on all the downstairs bathroom floors. I called her back to advise her that Maintenance had not properly cut off the water and that I went ahead and turned off all water under each bathroom sink. We learned that the Maintenance person had only cut off the hot water which actually m