This was not our first trip to this property, but it was our first experience with this unit and property management group. I’m so sad to enter a poor review. For 15 years we have had wonderful experiences.
I understand that emergencies and events out of the control of the management company will happen. However, when a customer experiences such events, I would assume an effort to compensate for inconvenience. This isn’t a budget rental after all.
However, I’ll share my experience and future visitors can decide if this is satisfactory.
On our 2nd day, we were notified by phone at 6:30 am that the plumbing was out and no one in our building could use any water, shower, sink, or even flush a toilet. There was no timeframe for resolution. With a family of 4 small children this meant we had to get out of the unit completely and get to a place where we could use a bathroom and access running water. We were allowed to return at 1:30pm when the issue was fixed. When I let property management know what a big deal this was for our group, and even ask for some recompense they completely ignored the request and responded by email only that they hadn’t realized there had been an issue but they did call the Palm Bay manager and confirm things “were down for a few hours”. Yes, we can pick up and make the best of it….but we are paying to have an experience. I for one had hoped to cook breakfast with my children and sleep in a bit!!
On day 5 I called the emergency line at 9pm to let them know our air conditioning had gone out. They said they would call someone in the morning. The plumber wasn’t able to come until 3:30 the following day. By 6am, it was 80 degrees. Needless to say the unit was uninhabitable until 5pm. I asked for a different unit to use for the day, and was granted one…..I was so relieved and ready to forgive all…. Until I found out not only was it a three story walk up , it was over a mile away. Again, no check-In to see if we were okay. No apology for the second time we had to be leave our unit.
So, for me, this is a poor experience. Vacation on the beach is supposed to be carefree. When unforeseen things happen, I expect the management company to recognize the situation and try to make things better. A refund of a day, offer up beach chairs and complimentary umbrellas while we are stuck outside? Apparently that is not the business model for this company so beware of iTrip properties if you have similar expectations.