8/10 – Gut
Shawna F.
15. Apr. 2022
Gut: Sauberkeit, Lage und Genauigkeit des Onlineauftritts
Verbesserungswürdig: Kommunikation
Property Marvelous - Property manager communication not so much
I would like to state that I own and operate a property management business. I have been perfecting my services for over 10 years and there are still things that I adapt thru the years.
My family and I were very pleased with the condo in general. It was clean and comfortable and fairly quiet. The beds are soft and helped with a good nights sleep. The kitchen isn't as well stocked as I would have hoped, but we ended up not cooking any of our meals anyway. We never really explored the pool or grounds in general, but we did take a walk in the conservatory across the main road and it was very enjoyable. The check in process (which must be the only way it works for them) is to go across town and get your keys and than go back and turn them back in at the end of your stay. Again, must be the way they have to do things there.
The PROBLEM was that during our stay the main gate key STOPPED working because they were changing out systems; which in itself would have been just fine, BUT when I called at 5:04 pm to report that our key had stopped working for us to get into the complex the ANSWERING SERVICE asked me if we were in the condo - when I replied "yes - a gentleman let us in" they informed me that it was not an emergency and that we would have to call back the next day!!! Excuse me..... gaining access to the complex is not an emergency??? I was than told it was NOT on their list of things that they could contact the property managers about after hours. Hmmm..... okay so I guess we don't leave to go get dinner??? I than spent over an hour working with the complex manager (not the property managers) to figure out how to get in to the complex for the rest of our stay! In my world - I am available to my guests 24/7 - so their advertisement that they are also available to their guests is completely false. You have to have an emergency that is on the answering services "list" to gain access to the powers of the property manager. I guess if your problem is not on the "list" you are on your own!
Again, I think the complex is MARVELOUS and this unit was great with a very nice view. I would definitely stay here again.
Please do keep in mind that I am sure they don't change out their system often, so my specific problem is probably not something that comes up often, but how the situation was handled was totally inappropriate!
Shawna F.
Aufenthalt von 5 Nächten im März 2022
