6 Houses to Beach! Golf Cart Included! Christmas week open!

I almost never respond to reviews, but feel I must on this, as the owner. I am sorry this guest was unhappy with their stay. We've been in business for 15 years. We own four rental properties in this same community, and have an 80% repeat/regular clientele. We are hands on owners/managers with consistent five star property ratings - and please don't take my word for it, please read for yourself (over 250 collective 5 star reviews across those 4 properties). This home has an "Exceptional" rating of 9.8, with 69 reviews, and this is highly unfortunate and an inaccurate description of our property. It is also unfortunate that people can say whatever they want without proof sources. I am very sorry there was a spider in the garage area (which was just completely redone - freshly painted walls & ceiling AND garage floor redone) ..... in a garage of all places! All our houses are treated quarterly for pest control, inside and out. We have our own cleaning staff, and we are at our properties every check-in day. This house was very clean, like it is every week. The lawn was being replaced and may have been a bit of an eye sore for that week, but there are ample places to walk dogs, kid's play areas, etc., throughout this gated community, and we have a concrete walkway to and from the front entrance so it wasn't hindering use of the property. Unfortunately, due to such high amounts of rain, the installer was unable to finish it that week, because sod was too wet to cut. Whatever the reason, I am unclear as to why someone would slander and list this as a 'Rental Nightmare.' I was in contact with this guest from beginning to end, and not once was anything mentioned did as not being as it should be to me. The property was left in poor condition, but we cleaned it up and moved on. I am happy to provide ample current references from recent stays from our regular, repeat clientele and new clients to those considering renting, including one family that just sent me the sweetest card just 2 weeks ago showing their grand daughter grow up during the last five years (2020 through 2024) during their many vacations spent in this home......Here is what she said: "We have loved 'our' beach house for the last five years...Thank you for five years of perfection!" Jennifer O'Neill, Owner and Property Manager

Adam and I have been in business over 12 years, and have been renting our 4 homes on HomeAway/VRBO from the onset. We are "Premier Partners" based on our service level: collectively, we have over 238 Five Star (exceptional) reviews. In 12 years we have never had a bad review on or off this site. Our many repeat clients (over 800 and growing) speaks to our reputation and the service we offer our guests. The guest was absolutely clear on the refund. It's on our Agreement, and I sent an email Sept. 16th (day the Mandatory Evacuation was lifted) outlining that if he had not purchased travel insurance, he would at least be refunded the 5 days for the Mandatory Evacuation by us. There were 2 full weeks left in their scheduled 3 week trip - they could either return and enjoy them, and we also offered to reschedule the entire trip for them, even though everything was perfectly fine at the property and surrounding areas. The guest declined to do either. We are not an insurance agency. Most/all other rental agencies (much larger) do not offer anything. The guest is required to purchase travel insurance. We clearly state this in our Rental Agreement. Refunding the Evacuation Days is something we've chosen to do. We had 2 other families check into our other rentals right after the Evacuation was lifted with no issues. The guest never contacted us to ask about road or travel conditions. The guest didn't notify us until Oct. 11th that he had an issue. It was a complete surprise to learn he was unhappy with the refund and now challenging the language in our Agreement. He was amenable in all communication, and gave no indication in his exchanges with me that he disagreed in any way, was unclear in what we offered, or dissatisfied. The change obviously occurred once the guest learned there would not be a refund (in addition to ours) from the actual insurance company he purchased a policy from. He informed me on Oct. 11th he had bought insurance, stating the policy he purchased was useless. While we empathize with the guest and understand his frustration, there are no winners here. We refunded the Evacuation days to 4 other families (a large revenue loss to us); all were grateful. We can't absorb a 3 week rental loss due to a 5 day evacuation. If the guest wanted that level of protection/guarantee of coverage and the flexibility to decide not to return to enjoy the remaining 2 weeks of the trip, it is his responsibility to buy an appropriate insurance policy to cover this.