St. Simons Grand # 224 - Panorama-Urlaub am Meer

We would like to take a moment and review some key issues that we feel are relevant to your recent stay. Prior to your arrival you commented that the unit needed to be “dust free” due to bad allergies. Housekeeping allocated extra time to perform additional cleaning per that request. An inspector also did a walk-through of the unit before it was released for your arrival. You arrived at 4pm on Sept. 14th where everyone engaged in the face to face check in process here at the office. During this process, you were provided multiple ways to contact someone directly from our office 24 hours a day, if needed. Instead of calling us immediately after your arrival, our first communication from you was an email sent through the VRBO website the following day. Once notified, we took immediate action. A Real Escapes team member reached out to you via phone in which you asked for reimbursement for the towels you purchased. We arranged for our Head of Housekeeping to personally go to the unit and walk through the property with you. She addressed your concerns and informed you that our maintenance vendor would be by to assist with the slow draining tub. She asked if there was anything else she could do to make the condo cleaner for you. Yourself, nor anyone else in your party, spoke up about anything that you felt needed to be addressed. While in the unit she noticed some inconsistencies with your accusations. For example, there were ample towels throughout the unit. Some of which were being used as bathroom rugs while the “actual” bathroom rug was folded neatly on the side of the tub. She fully documented the state of the unit while you were occupying it and obtained photographs to verify the majority of your complaints were disingenuous. Two of the items you mentioned - the aged toilet seat and rusty air vent were remedied the same day. We requested a copy of the receipt for the $77 you stated you spent on towels, only to find other charges for various items such as candy, men’s swimwear, and other personal items. It is not a hotel that provides towel service. There is a full sized washer and dryer for guests to use during their stay. Real Escapes Properties addressed the legitimate issues the same day of being notified. We (Real Escapes Properties, our housekeepers, and maintenance teams) went beyond normal cleaning protocol in providing clean accommodations and timely maintenance on any issues that arose during your stay.