Luxury Sorrento Beach Home: Online Booking! Sleeps 10! in Naples

beware of awful customer service

Fincher (Tallahassee, FL/US)
Review submitted: June 12, 2011   Date of arrival: April 29, 2011

The owner of this property and management company is rude and inconsiderate. My family and I had been planning this trip for months. We don't live near each other so we were meeting in Naples. I had specifically rented this property because there were 5 working bedrooms . My family and I never get together and I paid for this rental using my income tax return money. I paid a hefty sum for 4 nights just so we could all be comfortable, but I did not get that. On Friday night when we checked in the air conditioning was not working in the cabana house. I was told by the owner (Kristen) that she would send someone out first thing in the morning. In the meantime she suggested that I have the guests sleep on the couch or in another other already occupied room. This was unacceptable. Nevertheless, my guests endured the heat of the evening and slept in the room. Saturday an a/c tech came out and was unable to repair it. I called Kristen to get the status on the issue, but she never called me back. In fact, an additional tech came out Sunday (without warning) and was also unsuccessful. I asked him to tell her to call me since I had not heard from her after leaving several messages and an email. She didn't contact me. Monday yet another person came to look at the AC unit (also with no warning)and they too couldn't repair it. No call from Kristin to inform me of anything. Tuesday morning we left. My family members were forced to sleep in a room with no air conditioning for FOUR nights when it was close to 90 degrees outside. I specifically rented a place with 5 bedrooms to accommodate my family. We had the intrusion of a different repairman come to the house in the middle of our vacation WITHOUT ANY WARNING FROM THE PROPERTY OWNER each day. To me that is not the value that I paid for. Since checking out I have called Kristin several times and left several messages for her to call me back, because I feel like I deserve at least one night's worth of a refund. I understand that things break and that something like that could not be foreseen, however, I DO NOT UNDERSTAND how to this day, Kristen has NOT CALLED ME BACK OR CONTACTED ME in any way to apologize (at the very least) for the inconvenience. I am shocked that a property owner/manager could be so completely rude and unwilling to discuss reimbursement for at least one night's stay after not providing what was promised: 5 bedrooms and private time with my family.

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Helpful votes: 25 / 25

JennJenn (Germany)
Review submitted: October 2, 2009   Date of arrival: October 2, 2009

Es war mein erster Aufenthalt in Neapel und ich habe in diesem schoenen Haus gewohnt. Ich war total begeistert. Bei dem niedrigen Preis, habe ich wirklich nicht erwartet, dass das Haus so schoen eingerichtet war. Der Poolbereich war so entspannend und was besonders bequem ist - die voll eingerichtete Kueche. Das bedeutet, dass man die Moeglichkeit hat verschiedene Mahlzeiten zu kochen ohne dass irgendwelche Utensilien fehlen.

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Helpful votes: 2 / 13