First of all the location on the beach is amazing and when you first walk in you are really wowed. The owners of this house have gone all out on the interior design but in terms of comfort and cleanliness and the attitude of Anna Maria Vacations there leaves a lot to be desired.
We booked this property as it had everything we were looking for including a great location, pool and a games room for this kids especially because it had a table tennis table. When we arrived the house was completely open with nothing locked, the dishwasher was full, there was stale bread in the cupboards and the master suite toilet was broken. The games was stifling hot with no air con and there was no table tennis table. There were cigarette butts in a bowl on the balcony and a dirty plaster and oven glove on the floor by the pool. I am no clean freak but only a quick clean had been done for changeover. Finally I dont expect a house to be in perfect condition but we paid $2400 for this rental and the second bathroom was seriously scruffy and the third bedroom which had been made out a sunroom was all glass and no air conditioning had been added so it was stifling hot.
We phoned Anna Maria Vacations and to be fair someone came straight away to fix the toilet and we were told a cleaner could come on Monday (we phoned Sunday) to rectify the cleaning situation but obviously we cleaned out the cupboards and dishwasher as we needed to use them. The table tennis table had been removed by the owner and when I explained it was one of the main reasons we booked it as my kids are table tennis mad we were told it was out of their hands and down to the owner.
This seemed to be the theme of their customer service, throughout the week part of the house lost electricity due to a fuse, we had to sort that out and couldnt use one of the electricity points as that kept fusing everything, the air con broke down – our last morning of holiday was spent sorting that out, the tv kept turning the sound off – yet everytime we rang it was all out of their control and we had to refer to their terms and conditions.
A cleaner was despatched on the Monday, I was told that she was coming to re clean the property, she turned up and asked what did I want her to do, no offer of re-cleaning the house. I showed her cigarette butts, she removed them and I found them later outside the front door!
My husband rang on our last afternoon as we were seriously fed up with the house especially as we had paid so much money for it – way more than we usually do and listed everything that was wrong/not satisfactory and guess what it was all out of their control!!!
Anna Maria is fantastic and we will most certainly return but we will not be renting through this rental company as once they have your money – they are not interested on what sort of holiday you have!
Thank you so much for your review and feedback—we greatly appreciate your time. We want to sincerely apologize for any inconveniences that you have experienced during your stay at Casa on the Beach. We have had great success with that property and it has been a guest favorite over the years. Anna Maria Vacations does offer a full service team that is available 24 hours a day and 365 days a year should any emergencies arise. Per your phone conversations with our service team members and our Guest Services Manager, we do offer an on-call service for emergency situations and this along with the contact information is provided in the Terms and Conditions, your additional booking documents as well as the property binder inside of all properties. We certainly would have wanted to rectify your air conditioning issues as soon as the problem occurred on Thursday evening, August 13th, 2015. However, it should be noted, we did take immediate action as soon as we were notified by you on the morning of Friday August 14th, 2015 and we did make every effort to resolve the issue for you within a timely manner. Our records do show that Specialty Air did come out by 11am Friday morning and they were able to repair the unit before you returned back to the home.
Unfortunately in this particular situation, there was a loss of power across the entire north end of Anna Maria Island during your stay and many homes were affected by this outage, which did cause some cascading effects on a few properties. Our records also do indicate that you called our service department to let us know that your power did come back on. We do apologize if you experienced further issues with this situation than were expressed to us at the time.
In regards to the Ping Pong table, please keep in mind that these are privately owned homes and that the amenities offered are at the owners discretion. While very rare, a situation sometimes can occur where an amenity breaks and certainly particularly large items can’t always easily replaced, if the owner chooses to replace it at all (which we always highly encourage them to do so). We do feel our guests deserve some compensation on these rare occasions so please contact us for this to be made available to you.
As to the cleaning issues, per our records of your phone conversation with our staff on Sunday, August 9th, 2015, we did dispatch the owner of the cleaning company to return to the property on Monday, August 10th, 2015 to resolve any cleaning issues you had experienced. During that phone conversation, our Guest Services Manager tried to get the specific details of the cleaning issues so we might expedite what exactly the returning cleaning crew would need to perform to rectify the issues but she indicates there was an unwillingness to give these details. We do certainly hold our cleaning vendors accountable and will continue to do so in the future.
We thank you again so much for your feedback and sincerely apologize for any inconveniences you have experienced during your stay on the island. At Anna Maria Vacations, we do certainly try to the best of our ability to resolve any issues our guests experienced within a timely manner when given the opportunity. We represent over 200 unique properties on the island and are consistently working with our property owners to provide the very best product we can. At times, there are challenges beyond our control, such as a power outage, that can make for some short-term issues from time to time and we thank our guests for their patience in these situations. Should you have any questions, please do not hesitate to contact us directly at 941-778-4178.
Anna Maria Vacations Team