Your Southern Sanctuary Vacation Home Awaits You

We're always looking for feedback and, while everyone likes positive comments, we also welcome insight into things that might need attention. We're pleased to say this issue has already been remedied. We wish the guest had let us know immediately upon noticing the issue so we could have had our caretakers take corrective actions before their stay was over. Our welcome packet advises guests how to contact our caretakers since they are only a few hundred yards away and all our personal contact information is included as well. If something is just not right, we want to address it immediately as we believe fully in treating others the way we would want to be treated.

We take the feedback of any guest seriously so we did dig into this. There was a mix-up, on our part, on the number of auto passes and that was resolved while the guest was still at the security office. Landscaping: The Regime had contracted with a new service at the end of 2022 and they have been doing a great job. The priority has been on the front yards and common spaces. When we were last there in June, they looked fantastic. We spruced everything up in the back yard in June. The soil is rather sandy and "tall grass" just has never been an issue, unless the golf course has decided to let the rough grow where the course abuts the yards. We actually did respond on the game that the guests left behind. Our caretakers charge us $25 plus the cost of shipping to send forgotten items to the guest. Checking in Amazon, the game can be purchased for $39. We communicated that to the guest and have not yet heard a response but will certainly follow their wishes should they decide to reimburse us. To the best of our abilities, we will make sure there are no future mix-ups or mis-communications as we are always looking to improve.

Rather than be drawn in to responding on a point-by-point basis, we would simply state that we will take what we can from this guest’s response, as we do with every response, and use it to improve. That said, it is only fair to add that we had our caretakers respond the evening that the guest first contacted us to try to resolve the concerns. The guest asked them to leave before any remediation could take place and refused them entry the subsequent day and their 2-week stay thereafter. We take the trust our guests put in us seriously and take the condition of our villa equally seriously. This is not just where we vacation too, this is our future retirement home. Please consider this review along with the other reviews offered by past guests, in particular the ones directly prior to and directly after this specific stay, and make the decision that is right for your family. We hope your family, as others that have returned each and every year since we purchased this villa, will become a valued guest. Either way, we know you will come to love Hilton Head and Palmetto Dunes as much as we have. Best Regards and God Bless, Nancy and Bill