Skip the Crowds - Keep the Sunshine! Enjoy Pelicans' Pointe @ SOP lg corner unit

We wish the guest had left the unit as they found it. They destroyed 12 towels, 4 hand towels and 7 washcloths with some purple dye, They left the unit so filthy, we had to call in a 2nd cleaning crew to clean it, they broke a corner off the back of one of the dining room chairs (Thick and difficult to do), They put a large hole in one of the king size comforters, they knocked one of the closet doors off the hinges, they stopped up one of the bath tubs with a foreign object and they cracked the leg off one of the bedside tables evidently by moving it across the floor for some unknown reason. In spite of all this, they simply left. They didn't call us or leave a note, not even a simple apology. This was a horrible, shocking experience for us.

I am glad you had a great visit and hope we might be your first call for your next visit to the Shores. Thank you for the positive review.

We realize the unexpected breakdown of the lock was an inconvenience for everyone. The best option we had was to provide a key. We have learned that the issue with the new lock is inadequate strength of the internet service. We are adding a booster and believe that will prevent further problems. We do not see or understand about the 2 doors that you mention "coming up" in your review. After examining them, both seem to be fine. The refrigerator was clean and we've asked the housekeeper to keep a fresh box of baking soda inside which may help with any food odor to prevent that from happening again. We know that it was clean (pictures of inside and outside every time housekeeping is there) but were not aware of an odor. We do hope you have more GREAT memories and welcome you to come back.

The allegations in the review are dishonest, distorted and disturbing. We send every guest a detailed rental agreement with specific check in and check out information including the “Beach Ambassador” unique password. Reservations made 30 days in advance receive a second agreement/contract two weeks prior to arrival unless they have already signed and returned the agreement by email or fax. Then, Every guest receives a welcome packet with a reminder of the direct to the unit check in procedure, including we will call them at 2:00 on the day of arrival. That welcome packet is sent on the Monday prior to arrival. The password is used to ensure that we are giving access to the condo or house to the correct person, the registered guest. That is a safety precaution for the STR and our guest since they are entering a vacant secure space without any direct interaction with resort or security staff. The contract and the welcome packet explain all of that in detail and states that the person calling will not be able to provide the information for access unless the guest tells the caller the correct password. Occasionally, although seldom we have had guests disregard the policy, not return the executed agreement and not know their password. When that happens, we send a copy by email. Once sent, the call is made again and the guests receive the access information. This particular guest was very ugly with profanity towards the woman that helped her secure access. In addition to the welcome packet left on the counter inside the unit requesting guests to inspect the unit upon arrival and to contact us at the number in the welcome packet if there is anything preventing total satisfaction, We also contact EVERY guest within the first 24 hours by telephone or email to complete a very short, guest satisfaction survey. For our own internal purpose, that contact is documented. This guest was contacted and said everything was “good” The electronic lock was properly functioning throughout their stay, the detailed history shows that it was functioning correctly and the guest never reported an issue with it. If I was in a rental without the ability to lock the door, I would certainly call the management. Isn’t that what any reasonable person would do if they were in that situation? This person never reported that allegation. As for the throw pillows having an odor? That will be addressed immediately and if that is true, they will be replaced. The sofa does have two stains on it that have not lifted out in spite of the upholstery being professionally cleaned and sanitized. It is always our desire to help every guest create great memories and to come back. Unfortunately that isn’t the case with this person we can not correct things that are fabricated.