Complaints

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We reserved Aruba Shoals property through Marco Escapes for Nov *****, 2022 for $XXX. We previously have rented through this company. I contacted them by phone prior to arrival to confirm house was in good condition and pool and hot tub were in working order, given the recent hurricane. I was assured there was someone in the property and no concerns had been raised. Upon arriving to the property on Sat 11/19, the pool and hot tub heater was not working. It took until Wed 11/23 to resolve. I also texted with Kindle ****** about this issue, and many others during the week - missing baking sheets, pot holders, broken coffee maker, broken TV, empty propane tank, and finally a broken dryer on Fri 11/25. I spoke with Kindle about these concerns during the week (which were all eventually resolved) and she assured the manager would discuss compensation after check-out. I did not hear from them, so I contacted Marco Escapes and *********************. **** and I exchanged several emails, and my attempts to discuss by phone were never returned. She further sent me photos from check-out and their cleaning crew on 12/12 claiming we left the property requiring extra cleaning and excessive electric usage. I emailed on 12/16 to clarify the timeline of all the issues during the week, and noting that the check-out procedures, as noted in lease agreement item 17, were followed. I followed up by voicemail on 12/21, no response. Email response on 12/21 noted she has limited time, so I offered to follow up after the holiday season. I left a voicemail which was never returned again. The quality of this home was not appropriate for their portfolio and price point. Customers should be aware of this change of service and inability to resolve outstanding clarity and questions on their check-out and refund procedures.

  Business response

  03/23/2023

  Dear Sirs,

  Marco Escapes had a lot of communication with ***************** during and after her stay via phone &  email.  When she checked into the home the Pool heat suddenly stopped working, our team did everything possible to have it repaired within a few days.  At that time we advised her we would discuss compensation upon her departure.  A few days into ********************* stay the police were called to the home due to violation of the noise ordinance.  The neighbors tried to ask them to keep it down as it was late in the evening and they refused so they were forced to call the police.  Upon ********************* departure we received several pictures and reports from our inspectors and cleaning crews the home was left in a terrible state.  We incurred excessive clean fees, upholstery & carpet cleaning fees (glitter glue had been smeared all over the sofa and arm chairs) two chairs ended up so damaged they needed to be reupholstered. Lastly the owner of this home received alerts from LCEC that the electrical usage was the highest this home had ever incurred.  Upon ********************* departure we spoke about all these incidents, she admitted to all of them and requested pictures which I did provide.  Despite our costs being much higher than a few days without pool heat we advised her that we would not be asking her to cover the damages but we would consider it a wash.  The guests that rent with Marco Escapes are respectful and kind and we feel very fortunate, we will not rent to ***************** in the future and we consider this case to be resolved.

  Thank you, Marco Escapes Hospitality Team
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have rented many many homes from Marco Escapes on S Collier Blvd over the years. They have always been excellent. However this last rental contract (for Nov 12-19 2022) does not reflect all of the money I have paid them. I have called several times over the last 6 months and spoken to them at least 5 or 6 times. They never call me back, and repeatedly acknowlege the problem, but won't send me a contract that reflects all the money I have paid them. They keep claiming " software problems" or "my manager will get back to you" . This never happens. Never, ever has anyone called me back. I have nothing from them acknowledging they have my money. I am not sure what I can do. Can you help me in any way? Thank you ***** *******

  Business response

  07/05/2022

  Consumer Response /* (2000, 17, 2022/07/04) */ Business did contact me and gave me a partial refund. I would not do business with them again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩