レンタル初心者！ ノースビーチプランテーションのゴージャスな家

We're glad you had a great experience with us and that you loved the house, Selina. We'll pass along your feedback about the mattress to our maintenance team. If an issue is found, it will be replaced. Thanks for staying with us!

Thanks for your feedback. We protect the properties that we manage as if they’re our own. We have a minimum age requirement and requiring guests to check-in in person ensures that all guests meet that (and that someone isn’t booking on behalf of someone else). Before we started this process, that was a big problem (underage guests booking or having their parents or someone else book for them). This has completely solved that problem as guests can’t falsify reservations or just email over someone else’s ID. We’re also sure to note in the check in instructions exactly what we provide and what guests should bring so there are no surprises at arrival. Thanks for staying with us!

We’re so glad you enjoyed your stay, John & Gail. We do wish you would have called the police and let them know about the noise, as that is truly rare for the resort. The noise ordinance starts at 11pm, so they would have definitely been able to assist you with that (much more than the resort security). While we would hope that would not happen again, please keep that in mind for next time so that we can ensure every night of your stay is great. Thanks so much for staying with us!

We have to say we’re shocked by this review. You only reported an issue with the Palmetto bug, which we immediately responded to and said “They have been very active this week since the resort added/replaced mulch everywhere. All of our units are on a preventive treatment program but sometimes those just come in through open door or through cracks." Also, we are sure to note in the rental agreement that's signed at the time of booking that check in may be delayed until 5:00pm in the busy season. We're very sorry if you didn't read that document prior to signing it. Thanks for staying with us!

Having to respond to this review is honestly extremely frustrating to say the least. We’ll start with the pest control. We manage over 70 properties that have to be treated quarterly, so we are the mercy of the external pest control company as they determine the date and time. We note in the signed rental agreement that if pest control must be scheduled during a renter’s stay, that they cannot be turned away. We set this expectation because we’re never 100% sure of the date until about a week before it happens. As we always do, we notified all potentially affected guests 48 hours ahead of them that the pest control would be taking place between a set timeframe on a set date. Out of ALL of the guests we emailed, these guests were the only ones who wrote back, and to say they were extremely rude and inappropriate was an understatement. They accused us of trying to “push them out early” which made absolutely no sense. The pest control company is in and out in minutes, so guests can be there if they so choose. The ironic part was the pest control was scheduled on their departure date, and the company didn’t even show up until well after they left. The next issue was the extremely strong smell of smoke that was in the home when they left. Our cleaning service supervisor was the one who actually entered the home and her exact words were that the smell was so strong it “hit her in the face.” She had to use a cleaning solvent to get the smell out as well as open all of the windows. Now we would imagine since these guests were so vocal about something that didn’t even end up affecting them, ie pest control, that if they had entered the home and it had smelled like smoke, they would have reported this to us immediately. Since that didn’t happen and they were the only ones in the home, of course we could only deduce that they were the ones who caused the smell. We clearly state in the rental agreement that if any evidence of smoking is found that there will be a $250 charge. Having said,this home is well loved and very popular and we always receive great reviews about our customer service. It was unfortunately very evident that these guests were just looking for something to be upset about, and when they couldn’t find it with the house, they turned their focus to our company.