Very disappointed

Well, I will start off with a positive in saying that the location of the home is perfect! Right on Pine Avenue, steps from the beach, has a pool and plenty of space and bedrooms. We rented this house the winter before last and enjoyed it thoroughly, hence the reason we chose the same property for this year’s vacation. Unfortunately the quality of the home has not been kept up since our last visit. The patio furniture was in bad shape. The white chair on the main deck was broken, the cushions on all the chairs were filthy, we actually had to flip them because they were too dirty to even sit on. Upon arrival the home was actually filthy…still dust and sand throughout the house, ceiling fans had dust hanging off them, handprints all over all the glass sliding doors, glass table in kitchen was filthy, sadly there was still still the remains of a price sticker on the mirror in the master bedroom that was there TWO years ago! We contacted the management company, they did apologize and promise to send out the cleaning crew again. I specifically told the agency what had to be cleaned and they came while we were out. When we returned, we found that the fingerprints on the glass windows and mirrors and kitchen table was still the exact same way as when we first arrived! We spoke to management company again and now asked for a manager/supervisor to come to house to look at. (NO SUPERVISOR ever came to visit or even return our phone call to date.) The cleaning crew did come back a third time and we physically walked them thru house and showed them what had to be done. They did in fact agree with us that the house was not up to the standards it should be for a fee of $495! The women who came spent hours cleaning the home and actually did do a fantastic job in the end. I also contacted the management company regarding blankets for the home. Out of 6 rooms with beds in it, there was 1 blanket to be had throughout the entire home. I was asked how many blankets I needed… I asked for 5, one for each room…they dropped off 3. I had to make a couple more calls and complaints to finally get a blanket for each room. Also, when we called the first couple of days, we informed the management company that the pool heater was not working (which the pool cleaning guy told us the management company was informed of this on Thursday of the previous week) and there was a broken window in bedroom. The window did not close all the way and the wind hollowed in that room. They informed us these issues would be addressed. The pool was eventually fixed…and then broke again. The window was never fixed, nor did they ever keep us in the loop as to when it might be fixed. Then as we went to leave the house on Friday, January 17th @ 12:42 pm, the garage door would not close. My husband contacted maintenance immediately, informed them how it needs to be repaired, by a garage door guy, the door was jammed and the cable was unwound off the opener. Approximately 4pm they sent their maintenance guy over who said he had no clue how to fix it, need a garage door guy. Now we had the garage of the home open the entire night and we left Saturday morning at 9am and it was still not fixed. We returned to our home in New York only to get a phone call from Jen in the maintenance department at 2:36pm telling me that they don’t know how to fix, and will send a garage door guy out there. At this point I was annoyed, I already checked out of the home, how do you not even know who is renting property, why are you calling me… I then proceeded to say, you never had the decency to ever call me back about the broken window, and Jen hung up the phone on me! So while the home is a perfect location and size, the home is getting a little tired and unfortunately the management company isn’t on top of caring for the home or caring about customer service. You don’t ever hang up on a customer…it’s bad manners. I am still waiting for a call from the supervisor/manager/owner of Anna Maria Vacations and no one has had the decency to return any of my three requests to speak to someone.

Thank you for taking the time to provide your feedback regarding your recent stay at Sunset Paradise and we apologize for the issues you incurred. This is a beautiful 5 bedroom home and you are correct; you can’t beat its location – only one house from the beach! AMV strives to ensure all guests have a positive experience and we recognize this was not the case upon your arrival. The cleaning company was immediately contacted after you reached out to us. It did take several visits to completely resolve all of your concerns which were handled on Monday. They felt horrible that the home was not 100% for you and your family and provided a gift card for the inconveniences. Blankets are not a common item provided however, when requested we are more than happy to purchase and deliver them. Such is the case with bringing you 3 blankets on Sunday and the remaining 2 blankets on Monday. We are working with the homeowners in replacing the outside furniture and an outside vendor for repairing the windows. Our service manager spoke with your husband, Steve, on Monday letting him know the pool heater was working prior to your arrival. Thursday’s issue was due to the previous guest stepping on a PVC pipe, breaking it into pieces and causing water to leak everywhere. The repair involved replacing the piping on Friday and returning Monday to replace the compression seal and fittings. At that time, the service tech found water leaking from the pool heater and made AMV aware of issue at 10:02am on Monday. Our office immediately obtained 2 proposals to replace the heater and offered your family use of our resort’s heated pool to use during the interim. Your husband mentioned it was vital to have it working by Wednesday before your remaining family arrived and he was aware the pool vendor and AMV were doing everything possible to resolve the issue as quickly as possible. The new pool heater was installed Wednesday and Steve was updated as well. The garage cabling came loose and unfortunately, our service tech was unable to repair the cable and required a vendor’s assistance. Our Service department processes a high volume of calls and email inquiries on a daily basis and we were simply unable to physically send a manager to the house. Jennifer’s phone call was to acknowledge we had been made aware of the garage issue. We did not realize you had already departed and the phone call was an honest oversight and in no way meant to annoy you. Jenn thought the conversation had ended and did not meant to leave you feeling she hung up on you. Our teams, including our service manager and housekeeping manager, communicated with you and Steve via email and phone calls. I am sorry you feel AMV let you down, but can assure you of our best intentions at all times and hope you do consider staying with us again.

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