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Fire Alarm Disaster over Labor Day Weekend
Kathy S. from St Petersburg, FL, United States, (Reviewed on 09 Sep 2011)
Condo: Very clean and in great condition with all essential amenities except: additional dishwasher detergent, trash bags, toilet paper and a blanket to use with the sofa bed. Otherwise, great TV, internet connection and appliances. Property Management:
REFUSED to take any responsibility or initiative in dealing with 15 occupied units during 2 days of false fire alarms. They were very slow returning calls or giving information/solution/apology BUT very quick to deny a credit or refund. First, customer service at the main number MUST improve. If a customer is on vacation and the fire alarm is going off, every 3 minutes for 4 hours (during the children's nap time), a basic "I understand you are upset and will do my best to help you" would have been nice. Instead, the response we received was that it was an Association matter, which doesn’t help when a vacation turns into a headache. A simple "we're so sorry you're having to deal with this, here is a drink/food/ice-cream voucher would have been sufficient. Instead, Vacation Rental Pros avoided the issue, the phone calls and the ultimate problem. As a Manager, I know the longer I avoid a timely and LOUD issue, the more irritated my customer gets. We finally had the property manager visit our unit on Sunday afternoon (day 2 of false fire alarms) and he had no answers. As a provider of a service, YOU are responsible for your customer's satisfaction...not the building, the association or the maintenance people. You claim that VRP growth comes with referrals and word of mouth business. As returning customers for 3 years, we are hesitant to refer friends knowing that customer service disappears when the going gets tough. -From all 4 couples in unit 1031 Manager response I apologize for the issues with exterior Building Fire Alarms. Vacation Rental Pros has been on the phone with these guests, in person and also by email with at least 4 representatives from our company. We have explained that we do not manage the buildings. This is managed by the association and May Management. This is not to pass the buck. This is the truth. We manage the individual condo, but not the exterior building. When were notified on Saturday, September 3rd that the exterior fire alarms went off at two different times, we contacted May Management on their emergency phone. May Management then contacted the vendor Dynafire and they came and reset the panel. All parties assumed this issue was taken care of at that point. On Sunday, September 4th, this party again contacted Vacation Rental Pros, and we immediately contacted May Management who has staff at the building and they went over and manually reset the panel. They again brought in Dynafire to look at the panel. At this point, we offered to move the guest to upgrade the guest to another building as the fire alarm went off 3 times. We offered an ocean view unit. The guest indicated they wanted additional compensation. We explained this would have to be discussed with the unit owner, and really was a separate issue. We were offering to upgrade them to a better unit with a view and in a different building with no issues with the exterior fire alarm. The alarms sounded 3 times and Roland of May Management said that 2 of the times that it went off was for no more than 5 mins until he could get there to reset/silence it. He sat there resetting it for an hour until Dynafire got there to bypass the alarm so that it wouldn't sound. At this time the alarms are silenced . Dynafire spent a couple hours cleaning and repairing the panel. They did a few trial runs and everything seemed to be working. I again sincerely apologize for this. It is not a usual circumstance. But, I wanted a chance to explain the facts.
Is a dream the place....
Simone S. from Woburn, Massachusetts, United States, (Reviewed on 15 Aug 2011)
,
Manager response Hi Simone - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
This was our second time staying Cinnamon Beach. We had a wonderful experience staying at this property. It is so nice waking up to the estuary, while eating your breakfast on the balcony. Our family really enjoyed our vacation.
Shannon R. from duncan, sc, United States, (Reviewed on 08 Aug 2011)
Manager response Hi Shannon - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
great for our family reunion
Laurel J. from Dacula, Georgia, United States, (Reviewed on 18 Jul 2011)
Pleasantly suprised by how spacious the unit was and how comfortable we all were during our stay. Nicely decorated and sufficient supplies in this unit. Would definitely want the corner unit again. Very well maintained and monitored. :)
Manager response Hi Laurel - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Great Vacation
A Traveler from Loisville, KY, United States, (Reviewed on 05 Jul 2011)
The condo was great! Only one complaint is that the tub drain in the 2nd bedroom was stopped up. Left a note so it could be fixed for the next guests. We had plenty of space so it was not big deal while we were there. Besides that we loved the place - very clean, spacious and a great view of the lake. Looking forward to going back.
Manager response Hi Laura - Welcome back! I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Fire Alarm Disaster over Labor Day Weekend
Kathy S. from St Petersburg, FL, United States, (Reviewed on 09 Sep 2011)
Condo: Very clean and in great condition with all essential amenities except: additional dishwasher detergent, trash bags, toilet paper and a blanket to use with the sofa bed. Otherwise, great TV, internet connection and appliances. Property Management:
REFUSED to take any responsibility or initiative in dealing with 15 occupied units during 2 days of false fire alarms. They were very slow returning calls or giving information/solution/apology BUT very quick to deny a credit or refund. First, customer service at the main number MUST improve. If a customer is on vacation and the fire alarm is going off, every 3 minutes for 4 hours (during the children's nap time), a basic "I understand you are upset and will do my best to help you" would have been nice. Instead, the response we received was that it was an Association matter, which doesn’t help when a vacation turns into a headache. A simple "we're so sorry you're having to deal with this, here is a drink/food/ice-cream voucher would have been sufficient. Instead, Vacation Rental Pros avoided the issue, the phone calls and the ultimate problem. As a Manager, I know the longer I avoid a timely and LOUD issue, the more irritated my customer gets. We finally had the property manager visit our unit on Sunday afternoon (day 2 of false fire alarms) and he had no answers. As a provider of a service, YOU are responsible for your customer's satisfaction...not the building, the association or the maintenance people. You claim that VRP growth comes with referrals and word of mouth business. As returning customers for 3 years, we are hesitant to refer friends knowing that customer service disappears when the going gets tough. -From all 4 couples in unit 1031 Manager response I apologize for the issues with exterior Building Fire Alarms. Vacation Rental Pros has been on the phone with these guests, in person and also by email with at least 4 representatives from our company. We have explained that we do not manage the buildings. This is managed by the association and May Management. This is not to pass the buck. This is the truth. We manage the individual condo, but not the exterior building. When were notified on Saturday, September 3rd that the exterior fire alarms went off at two different times, we contacted May Management on their emergency phone. May Management then contacted the vendor Dynafire and they came and reset the panel. All parties assumed this issue was taken care of at that point. On Sunday, September 4th, this party again contacted Vacation Rental Pros, and we immediately contacted May Management who has staff at the building and they went over and manually reset the panel. They again brought in Dynafire to look at the panel. At this point, we offered to move the guest to upgrade the guest to another building as the fire alarm went off 3 times. We offered an ocean view unit. The guest indicated they wanted additional compensation. We explained this would have to be discussed with the unit owner, and really was a separate issue. We were offering to upgrade them to a better unit with a view and in a different building with no issues with the exterior fire alarm. The alarms sounded 3 times and Roland of May Management said that 2 of the times that it went off was for no more than 5 mins until he could get there to reset/silence it. He sat there resetting it for an hour until Dynafire got there to bypass the alarm so that it wouldn't sound. At this time the alarms are silenced . Dynafire spent a couple hours cleaning and repairing the panel. They did a few trial runs and everything seemed to be working. I again sincerely apologize for this. It is not a usual circumstance. But, I wanted a chance to explain the facts.
Is a dream the place....
Simone S. from Woburn, Massachusetts, United States, (Reviewed on 15 Aug 2011)
,
Manager response Hi Simone - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
This was our second time staying Cinnamon Beach. We had a wonderful experience staying at this property. It is so nice waking up to the estuary, while eating your breakfast on the balcony. Our family really enjoyed our vacation.
Shannon R. from duncan, sc, United States, (Reviewed on 08 Aug 2011)
Manager response Hi Shannon - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
great for our family reunion
Laurel J. from Dacula, Georgia, United States, (Reviewed on 18 Jul 2011)
Pleasantly suprised by how spacious the unit was and how comfortable we all were during our stay. Nicely decorated and sufficient supplies in this unit. Would definitely want the corner unit again. Very well maintained and monitored. :)
Manager response Hi Laurel - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Great Vacation
A Traveler from Loisville, KY, United States, (Reviewed on 05 Jul 2011)
The condo was great! Only one complaint is that the tub drain in the 2nd bedroom was stopped up. Left a note so it could be fixed for the next guests. We had plenty of space so it was not big deal while we were there. Besides that we loved the place - very clean, spacious and a great view of the lake. Looking forward to going back.
Manager response Hi Laura - Welcome back! I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Awesome Beach Vacation
Christine M. from Tampa, FL, United States, (Reviewed on 04 Jul 2011)
We had 2 families stay in this condo and it was PERFECT. Condo was thoughtfully stocked, plenty of kitchen supplies. I can't say enough wonderful things about this condo, complex and trip.
Manager response Hi Christine - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Review by Traveler
A Traveler from Ellijay, GA, United States, (Reviewed on 10 Jun 2011)
Manager response Hi Joy - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Review by Tammy R.
Tammy R. from Medina, OH, United States, (Reviewed on 04 Apr 2011)
The only negative experience we had was the check in process at the front gate. We had checked in earlier that day then left to get groceries. We were unprepared for the fact that we would have to wait in the check in line again - even though we had already checked in.
There were 3 guards at the gate - however there was only one guard who was doing the check ins and scanning the passes of those who had already checked in. I am sure that the process could be streamlined and made more efficient. Just using one of the extra guards to scan the passes of those who had already checked in would have helped. Otherwise we had a wonderful stay and really enjoyed our time at Cinnamon Beach Manager response Hi Tammy - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 385 3888, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Review by James O.
James O. from Sandston, Virginia, United States, (Reviewed on 31 Oct 2010)
The bathroom drains were slow and needed some attention
Manager response Hi Shelly - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. I apologize for the issue with the drains. This is not normal at all. I will also email you directly a discount. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 246 8181, Vacation Rental Pros, 6233 A1a South, St. Augustine, FL 32080
Review for Cinnaon Beach 1031
Ramona S. from Villa Rica, United States, (Reviewed on 06 Aug 2010)
The property was beautiful. The condo was very spacious. We had a great time.
Manager response Hi Ramona - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 246 8181
Better than home.
A Traveler from Norwalk, OH, United States, (Reviewed on 03 Aug 2010)
We really enjoyed our stay. Everything was as it was explained to us. The view of the lake from the balcony was like paradise in a bottle. This was a totally relaxing vacation and one we wished didn't have end. Thank you for such a memorable trip.
Manager response Hi John - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 246 8181
Review by Traveler
A Traveler from Mandeville, LA, United States, (Reviewed on 05 Jul 2010)
The condo was very nice! Very spacious and clean but, the pools were very far away from what we were told. The place has alot of "rules"! We are use to the Gulf so this was a little different for us but we still really enjoyed it.
Manager response Hi Christie - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. I apologize for the rules, but this is something the association has in place for quiet and relaxation. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 246 8181
Review by Traveler
A Traveler from Cordele, GA, United States, (Reviewed on 29 Jun 2010)
Manager response Hi Amy - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904 246 8181
Review by Tony M.
Tony M. from Cookeville, TN, United States, (Reviewed on 21 Jun 2010)
Manager response Hi Tony - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo, 904/246/8181
Review by Traveler
A Traveler from Chatanooga, TN, United States, (Reviewed on 24 May 2010)
Manager response Hi Patricia - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Thank you again. Steve Milo,
Weekend stay
A Traveler from Altamont, NY, United States, (Reviewed on 20 Apr 2010)
Pristine and comfortable apartment; a little bit out of the way and requiring a $2 toll every time you cross the Intracoastal to return to the condo development. Beyond that minor annoyance I would definitely return. Value is excellent.
Manager response Hi Justine - I just received your wonderful feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. I want to offer you a coupon good for 10% off your next stay. You can go online to our web site and book using coupon code = rebook10 Just type in .... rebook10 Hurry, this coupon expires in 30 days. Thank you again. Steve Milo,
Most beautiful well kept rental property
Kara G. from Glen Allen, VA, United States, (Reviewed on 02 Nov 2009)
This was the most beautiful well kept rental property we have ever stayed in. Not only was the condo immaculately clean but well stocked with everything we would ever need in the kitchen. Most places you are lucky to find a descent size frying pan but we had 2 coffee pots!! I can't wait to make another trip to the Palm Coast. We will definently want to stay here again.
Manager response Hi Kara - I just received your feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. Thank you again. Steve Milo,
we had a very good time and looking forward to coming back.
John R. from Soddy Daisy, TN, United States, (Reviewed on 29 Jun 2009)
Manager response Hi John - I just received your wonderful feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. Thank you again. Steve Milo,
Great Family Location
Angel T. from Hanover, IN, United States, (Reviewed on 21 Jun 2009)
Our family loved the the property at Ocean Hammock. The kids absolutly loved the zero entry pool. It made it easy for the kids to play on their own and my husband and I a chance to relax while supervising them. Thanks for sharing your beautiful place with us!!
Manager response Hi Angel - I just received your wonderful feedback and wanted to personally thank you for taking the time to fill out our survey. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. Thank you again. Steve Milo,
Great place to stay on vacation
Linda P. from Harrison, OH, United States, (Reviewed on 15 Jun 2009)
The condo was so clean and new looking it was like staying in a place that was just built and furnished. It was beautiful and the kitchen was very well equipt. The only thing it needed was a spatula. We went to 2 Publix, but they did not sell any. The family pool was so much fun for my 2 grandchildren, ages 5 and 3. Would definitely stay her again.
Had a great time. Manager response Hi Linda - I just received your wonderful feedback and wanted to personally thank you for taking the time to fill out our survey. I am sorry about the missing spatula. It is our goal to provide a wonderful vacation experience. You and your family are welcome back any time. Thank you again. Steve Milo,
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