We were contacted by the property manager on the day of
our arrival and informed the unit we rented was unavailable due to a plumbing issue. We were told we were being relocated to a “nicer unit.” Upon arrival, we discovered the alternate unit we were assigned did not have the same amenities as the unit we booked (ie stainless steel appliances, granite countertops, leather sofa, or larger televisions etc) We immediately went back to the management office to voice our concerns. The property manager was assertive and dismissive. She informed us that we would have to pay an additional fee for another more comparable unit even though it was off season and the resort was not crowded. She did refund us the VRBO fee because the original unit we rented was not available, but offered no additional compensation for the lesser unit. It has always been my experience that anytime a property is not available, the customer is always upgraded and compensated appropriately without an additional charge.
I feel the entire situation was handled inappropriately and unprofessionally. We enjoyed the beaches of St Augustine and will return again next Summer. We will not rent at this complex again.