I booked a vacation property for a week in Hilton Head, Sc in July through Vacation Homes of Hilton Head for use in October The per amateurs of my choosing this property was that it had to be handicapped and wheelchair accessible as I am confined to a wheelchairNot only did it come up on their website as being wheelchair accessible when we spoke to an agent to book we specifically asked if it had an elevator and was accessibleWe where told yesAfter driving over miles we arrived at pm Friday, check in time only to find that there is no way in creation that my wheelchair will fit in this elevator, which is the only way for me to get into the propertyA service man from the company was in the area and tried to assist usHe could not get me in my motorized wheelchair into the elevatorI even transferred to a smaller manual wheelchair and still could not fit in the elevationThe service man told us that none of the elevators in these rental properties are ADA comp
DO NOT USE THIS COMPANY TO MANAGE YOUR PROPERTY!!!
They (not renters) destroyed my property I am forced to take them to court to make right after the owner refusing to make right They made some major changes to my property against my express desires (found out of changes when I returned from vacation) and destroyed many of my cooking equipment and made the key to my owner’s closets available to the renters I have an ocean front property that rents for $- $12,per week: they supplied cheap fall apart “no-name” Mexican toilet paper and polyester sheets for the guests (plus took my deluxe sateen sheets) Also note that two of the positive reviews below (Kate & Jacqueline) are written by their office manager and owner! Also Michael works there I believe Keonte also works there (by her reviews, she lives in the area and works at a vacation home management in Hilton Head) I would not be surprised if the other two positive reviews were connected to the company Does that not demonstrate their dishonesty? DO NOT USE THEM YOU WILL BE SORRY!
My family left Ohio around am and drove to Hilton Head arriving on Saturday, July 23rd very tired and wanting to unpack and relax for the first evening of our vacationWe had adults and * children staying in a beautiful oceanfront propertyLet me be clear, we wanted this oceanfront property because the view was amazing, and my mother is going through chemo and we wanted her to be as close the the ocean as possibleWe had stayed at * Collier Beach Rdtwo years prior and loved it! We checked in at 4:00p.mMy family is very concerned about always checking for bed bugs whenever we travel anywhereWhile I understand these are luxury homes, bed bugs are something that can still occurOne of the families who we travel with is very experienced with how to check for bed bugs since a friend is an exterminatorShe knows where and how to look, and this is the first thing she does wherever she goes before unpackingShe immediately began checking her family’s room which was on the top floor of the houseShe found three dead bugs and asked us to look at them and what we thoughtWe had never seen bed bugs in person and weren’t sureWe Googled pictures and the bugs we had found looked exactly like the pictures on the internetEveryone quit unpacking and we called the office at 4:and began checking all the roomsWe started to panic a bitWhen we called, we asked if someone could come look and just confirm whether or not they were bed bugs
They sent over the maintenance man who immediately said they did in fact look like bed bugsHe took pictures, and said the office would be in touch with us in about minutesWe waited an hour and had not heard anything so we called backWe were told that they were trying to get an exterminator to come out and verify, but since it was Saturday, they weren’t sure they could get someoneIt might not be till Sunday or Monday morningWe were very upset because all we wanted to do was unpack and start our vacation, and we were unable to unpack and didn’t know what to doWe had asked what our options were, if in fact, they were bedbugsWe were told they had no place to move us that was availableThey could have someone come and spray but again, possibly not till the next day or MondayThis was concerning to us because, we had small children, a mother going through chemo, and spraying doesn’t kill the eggs which can be transported homeWe were extremely tired, angry, and frustrated by this pointThey said they would refund our money, but we drove from Ohio and would have no place to stayWe asked if they could look for a house possibly through another agent, and we again pleaded to get an exterminator there as soon as possible to just confirm or verify the situation because we needed to know what we were going to have to doWe wanted to stay at the house, but not if there were bed bugsThey informed us they would look and call us back
We preceded to sit around for the next few hours with no phone call backFour of us called and left messages with four different cell numbers to be reached and no one calledNeedless to say, many of us were getting very angryWe began calling exterminators ourselves and were able to get a hold of The Bug GuyWe sent pictures of the bugs we found and he replied that they were bed bugs and he could come that eveningAt that point, we were really freaking out and called your office again leaving a message that we were going to call the Health Deptin hopes of getting a return callA few minutes later, someone did call back and called my sister’s cell phoneShe was not very understanding or politeShe said she left a message, but the number she must have called was a home phone number(Upon arriving home, one message had been left only stating available houses)I tried to explain we had 1* people sitting around not knowing what to do and no one was calling us back to say what was happening with an exterminatorWhat were we supposed to do? Her response was they aren’t going to refund until they confirm they are bed bugs, and the exterminators didn’t work the weekendWe informed her that the Bug Guy had answered us right away and saw our pictures and what he saidShe said she would contact the owner and let us knowWe never heard back from her that nightWe ended up having to spend our first night purchasing air mattresses from Walmart and everyone sleeping downstairs on the tile floor near the entry still not knowing what we were going to doNot the best way to start a vacation we paid $12,for
The next morning, we still didn’t have a call so myself, and two other family members went to Vacation Homes office at amWe had a discussion about our frustration at not being able to get an exterminator there soon to just verify what the bugs wereWe were told they may be able to pull strings and get someone there that day (which was Sunday)We were told no one called them back and it was difficult to get someoneWe explained that we were able to get a hold of the Bug Guy right away, and Orkin works around the clockWe explained we very frustrated that the situation wasn’t being handled very quickly, and there was no sense of understanding on their partWe again stressed that we have 1* people waiting around and no one returns our calls We were having to continually call and no one at the office seem concerned that we couldn’t unpack and start our vacationAs we talked, we continually stressed we wanted to stay at that houseThat is the house we chose and we wanted, but with the Bug Guy, the maintenance man, and the receptionist herself, all saying it looked like bed bugs, that was a big issue for us and one that needed a resolution quickly before several days of our vacation were ruinedThe most upsetting part was what came next
They stated that they would not refund our money without confirmation from an exterminatorGreat! That’s what we had been asking for since 4:Saturday, confirmation, yes or noThen they began to tell us the conversation between and owner and employee regarding our situationWe were told the owner asked, “What time did they check in? What time did they call? What did they do? Take a nap?” Basically questioning the fact we called so fastI stated again we always check beds firstThey then said, “It looks like they had a credit of $last time they stayed.” I then questioned what she was saying by asking, “Are you insinuating that because we had a credit because of losing our groceries when a refrigerator went out, you are thinking we planted the bugs?” To which her reply was, “It does happen.” I think all of our mouths droppedReally? We planted the bugs? For what? What purpose would we have? To have to start our vacation late, in another house we didn’t want that wasn’t beachfront? To drive hours, get our money back and drive home? We wanted an exterminator at the house Saturday night to tell us what the bugs were so we could start our vacationNot to wait around sleeping on air mattresses unable to unpack
After leaving the office, they did call and say an exterminator would be there shortlyWhen the exterminator did show up, and confirmed that they were not bed bugs, we were thrilledSo Sunday afternoon, we could finally unpack and relaxThe exterminator who came was very nice and he stated that he works all weekendAnd again, the Bug Guy had been available and Orkin works 24/We still don’t know why someone wasn’t able to come out immediately on Saturday and why more urgency wasn’t put forward to help our situationInstead, we had to wait around, call repeatedly, and be accused of planting the bugs ourselvesWe will never book with Vacation Homes again, and my one wish is that in any similar issues with renters in the future, it will be handled much differently than it was with usNever should a renter be told those things, and when you wait a year for your much needed vacation, pay a lot of money, drive hours all night, that is not how anyone much less adults and * children should spend their first nightNever once were we told, “I’m so sorryWe are doing everything we can to get someone there as soon as possible.” There was no genuine concern or understanding, but very sarcastic, rude comments from Shannon which just made the situation worseShe is not a very good people person to be dealing with issues that ariseI understand things happen that are not their fault, such as the bugs we foundHowever, it is in how a company handle's the situation and the effort put forth that leaves the lasting impression of the companyHaving a credit two years ago for a broken refrigerator should never be held against us and impact how we are treated two years laterThankfully, the rest of the vacation went smoothly and we had a wonderful timeWhen I emailed a manager and owner of the company explaining everything that had happened, I again got a very accusatory response putting all the blame on our "predetermined suspicions." I reminded them that two people from their company and an exterminator had validated those suspicionsAgain, no understanding from this company
I am writing in response to the complaint filed against Vacation Homes of Hilton Head from Mr*** ***
sans-serif;">
Mr*** originally booked one of our properties, Horvath’s Peninsula, checking in on October 21 and checking out on October 28thI was the one who made the reservation andre member the conversation very wellUpon booking, Mr*** stated that he was in a wheelchair and needed an elevator and so I confirmed that there was an elevator that serviced each floor including the garageThat was the extent on the conversation regarding his physical disabilities
Horvath’s Peninsula experienced severe damage due to Hurricane Matthew and so the *** Family was upgraded at no additional charge to Singleton Beach Pl for their stayWe gave them the opportunity to review the property online and once they did they accepted the upgrade
Upon their arrival to Singleton Beach Pl, we found out that Mr*** was actually confined to a power wheelchair that was extremely large and could not fit into the elevatorHe even switched into a different wheelchair but unfortunately that one did not fit eitherAfter his wife walked through the house, she determined that Mr*** would not be able to reach any of the beds for sleeping or use any of the bathrooms and showers
They went ahead and booked a room at a hotel that could better accommodate his needs and we refunded them everything except for the reservation fee (cost to run his visa card twice)I explained to him that since these are individually owned homes that they are not ADA compliant and that we do not advertise as ADA compliantHe stated that since he had a residential elevator in his owned home and had never stayed at a vacation rental home before he thought there would not be any issue
We have since removed the term “handicap accessible” from our properties to eliminate any possible confusion
Please let me know if you have any questions
Thank you
*** ***
Property Manager / CMO
Licensed Real Estate Agent
###-###-####
###-###-#### (Direct)
Vacation Homes of Hilton Head, IncShelter Cove Lane, Unit 112A
www.vacationhomesofhiltonhead.com
I booked a vacation property for a week in Hilton Head, Sc in July through Vacation Homes of Hilton Head for use in October The per amateurs of my choosing this property was that it had to be handicapped and wheelchair accessible as I am confined to a wheelchairNot only did it come up on their website as being wheelchair accessible when we spoke to an agent to book we specifically asked if it had an elevator and was accessibleWe where told yesAfter driving over miles we arrived at pm Friday, check in time only to find that there is no way in creation that my wheelchair will fit in this elevator, which is the only way for me to get into the propertyA service man from the company was in the area and tried to assist usHe could not get me in my motorized wheelchair into the elevatorI even transferred to a smaller manual wheelchair and still could not fit in the elevationThe service man told us that none of the elevators in these rental properties are ADA comp
DO NOT USE THIS COMPANY TO MANAGE YOUR PROPERTY!!!
They (not renters) destroyed my property I am forced to take them to court to make right after the owner refusing to make right They made some major changes to my property against my express desires (found out of changes when I returned from vacation) and destroyed many of my cooking equipment and made the key to my owner’s closets available to the renters I have an ocean front property that rents for $- $12,per week: they supplied cheap fall apart “no-name” Mexican toilet paper and polyester sheets for the guests (plus took my deluxe sateen sheets) Also note that two of the positive reviews below (Kate & Jacqueline) are written by their office manager and owner! Also Michael works there I believe Keonte also works there (by her reviews, she lives in the area and works at a vacation home management in Hilton Head) I would not be surprised if the other two positive reviews were connected to the company Does that not demonstrate their dishonesty? DO NOT USE THEM YOU WILL BE SORRY!
My family left Ohio around am and drove to Hilton Head arriving on Saturday, July 23rd very tired and wanting to unpack and relax for the first evening of our vacationWe had adults and * children staying in a beautiful oceanfront propertyLet me be clear, we wanted this oceanfront property because the view was amazing, and my mother is going through chemo and we wanted her to be as close the the ocean as possibleWe had stayed at * Collier Beach Rdtwo years prior and loved it! We checked in at 4:00p.mMy family is very concerned about always checking for bed bugs whenever we travel anywhereWhile I understand these are luxury homes, bed bugs are something that can still occurOne of the families who we travel with is very experienced with how to check for bed bugs since a friend is an exterminatorShe knows where and how to look, and this is the first thing she does wherever she goes before unpackingShe immediately began checking her family’s room which was on the top floor of the houseShe found three dead bugs and asked us to look at them and what we thoughtWe had never seen bed bugs in person and weren’t sureWe Googled pictures and the bugs we had found looked exactly like the pictures on the internetEveryone quit unpacking and we called the office at 4:and began checking all the roomsWe started to panic a bitWhen we called, we asked if someone could come look and just confirm whether or not they were bed bugs
They sent over the maintenance man who immediately said they did in fact look like bed bugsHe took pictures, and said the office would be in touch with us in about minutesWe waited an hour and had not heard anything so we called backWe were told that they were trying to get an exterminator to come out and verify, but since it was Saturday, they weren’t sure they could get someoneIt might not be till Sunday or Monday morningWe were very upset because all we wanted to do was unpack and start our vacation, and we were unable to unpack and didn’t know what to doWe had asked what our options were, if in fact, they were bedbugsWe were told they had no place to move us that was availableThey could have someone come and spray but again, possibly not till the next day or MondayThis was concerning to us because, we had small children, a mother going through chemo, and spraying doesn’t kill the eggs which can be transported homeWe were extremely tired, angry, and frustrated by this pointThey said they would refund our money, but we drove from Ohio and would have no place to stayWe asked if they could look for a house possibly through another agent, and we again pleaded to get an exterminator there as soon as possible to just confirm or verify the situation because we needed to know what we were going to have to doWe wanted to stay at the house, but not if there were bed bugsThey informed us they would look and call us back
We preceded to sit around for the next few hours with no phone call backFour of us called and left messages with four different cell numbers to be reached and no one calledNeedless to say, many of us were getting very angryWe began calling exterminators ourselves and were able to get a hold of The Bug GuyWe sent pictures of the bugs we found and he replied that they were bed bugs and he could come that eveningAt that point, we were really freaking out and called your office again leaving a message that we were going to call the Health Deptin hopes of getting a return callA few minutes later, someone did call back and called my sister’s cell phoneShe was not very understanding or politeShe said she left a message, but the number she must have called was a home phone number(Upon arriving home, one message had been left only stating available houses)I tried to explain we had 1* people sitting around not knowing what to do and no one was calling us back to say what was happening with an exterminatorWhat were we supposed to do? Her response was they aren’t going to refund until they confirm they are bed bugs, and the exterminators didn’t work the weekendWe informed her that the Bug Guy had answered us right away and saw our pictures and what he saidShe said she would contact the owner and let us knowWe never heard back from her that nightWe ended up having to spend our first night purchasing air mattresses from Walmart and everyone sleeping downstairs on the tile floor near the entry still not knowing what we were going to doNot the best way to start a vacation we paid $12,for
The next morning, we still didn’t have a call so myself, and two other family members went to Vacation Homes office at amWe had a discussion about our frustration at not being able to get an exterminator there soon to just verify what the bugs wereWe were told they may be able to pull strings and get someone there that day (which was Sunday)We were told no one called them back and it was difficult to get someoneWe explained that we were able to get a hold of the Bug Guy right away, and Orkin works around the clockWe explained we very frustrated that the situation wasn’t being handled very quickly, and there was no sense of understanding on their partWe again stressed that we have 1* people waiting around and no one returns our calls We were having to continually call and no one at the office seem concerned that we couldn’t unpack and start our vacationAs we talked, we continually stressed we wanted to stay at that houseThat is the house we chose and we wanted, but with the Bug Guy, the maintenance man, and the receptionist herself, all saying it looked like bed bugs, that was a big issue for us and one that needed a resolution quickly before several days of our vacation were ruinedThe most upsetting part was what came next
They stated that they would not refund our money without confirmation from an exterminatorGreat! That’s what we had been asking for since 4:Saturday, confirmation, yes or noThen they began to tell us the conversation between and owner and employee regarding our situationWe were told the owner asked, “What time did they check in? What time did they call? What did they do? Take a nap?” Basically questioning the fact we called so fastI stated again we always check beds firstThey then said, “It looks like they had a credit of $last time they stayed.” I then questioned what she was saying by asking, “Are you insinuating that because we had a credit because of losing our groceries when a refrigerator went out, you are thinking we planted the bugs?” To which her reply was, “It does happen.” I think all of our mouths droppedReally? We planted the bugs? For what? What purpose would we have? To have to start our vacation late, in another house we didn’t want that wasn’t beachfront? To drive hours, get our money back and drive home? We wanted an exterminator at the house Saturday night to tell us what the bugs were so we could start our vacationNot to wait around sleeping on air mattresses unable to unpack
After leaving the office, they did call and say an exterminator would be there shortlyWhen the exterminator did show up, and confirmed that they were not bed bugs, we were thrilledSo Sunday afternoon, we could finally unpack and relaxThe exterminator who came was very nice and he stated that he works all weekendAnd again, the Bug Guy had been available and Orkin works 24/We still don’t know why someone wasn’t able to come out immediately on Saturday and why more urgency wasn’t put forward to help our situationInstead, we had to wait around, call repeatedly, and be accused of planting the bugs ourselvesWe will never book with Vacation Homes again, and my one wish is that in any similar issues with renters in the future, it will be handled much differently than it was with usNever should a renter be told those things, and when you wait a year for your much needed vacation, pay a lot of money, drive hours all night, that is not how anyone much less adults and * children should spend their first nightNever once were we told, “I’m so sorryWe are doing everything we can to get someone there as soon as possible.” There was no genuine concern or understanding, but very sarcastic, rude comments from Shannon which just made the situation worseShe is not a very good people person to be dealing with issues that ariseI understand things happen that are not their fault, such as the bugs we foundHowever, it is in how a company handle's the situation and the effort put forth that leaves the lasting impression of the companyHaving a credit two years ago for a broken refrigerator should never be held against us and impact how we are treated two years laterThankfully, the rest of the vacation went smoothly and we had a wonderful timeWhen I emailed a manager and owner of the company explaining everything that had happened, I again got a very accusatory response putting all the blame on our "predetermined suspicions." I reminded them that two people from their company and an exterminator had validated those suspicionsAgain, no understanding from this company
I am writing in response to the complaint filed against Vacation Homes of Hilton Head from Mr*** ***
sans-serif;">
Mr*** originally booked one of our properties, Horvath’s Peninsula, checking in on October 21 and checking out on October 28thI was the one who made the reservation andre member the conversation very wellUpon booking, Mr*** stated that he was in a wheelchair and needed an elevator and so I confirmed that there was an elevator that serviced each floor including the garageThat was the extent on the conversation regarding his physical disabilities
Horvath’s Peninsula experienced severe damage due to Hurricane Matthew and so the *** Family was upgraded at no additional charge to Singleton Beach Pl for their stayWe gave them the opportunity to review the property online and once they did they accepted the upgrade
Upon their arrival to Singleton Beach Pl, we found out that Mr*** was actually confined to a power wheelchair that was extremely large and could not fit into the elevatorHe even switched into a different wheelchair but unfortunately that one did not fit eitherAfter his wife walked through the house, she determined that Mr*** would not be able to reach any of the beds for sleeping or use any of the bathrooms and showers
They went ahead and booked a room at a hotel that could better accommodate his needs and we refunded them everything except for the reservation fee (cost to run his visa card twice)I explained to him that since these are individually owned homes that they are not ADA compliant and that we do not advertise as ADA compliantHe stated that since he had a residential elevator in his owned home and had never stayed at a vacation rental home before he thought there would not be any issue
We have since removed the term “handicap accessible” from our properties to eliminate any possible confusion
Please let me know if you have any questions
Thank you
*** ***
Property Manager / CMO
Licensed Real Estate Agent
###-###-####
###-###-#### (Direct)
Vacation Homes of Hilton Head, IncShelter Cove Lane, Unit 112A
www.vacationhomesofhiltonhead.com