Complaints

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacation booked w island club - delayed by bad weather- ferries cancelled . Next day -in touch w island club re - arrival and ferry . Arrived via a ferry -all services paid in advance which included greeting and transporting luggage and food and 2 golf carts for family. No one there to greet us when we arrived at iskand - had to unload our items off ferry in downpours - my husband is 82 and I am **************************************************************************** downpour until someone finally arrived w 1 golf cart and told my husband and I to follow the rd and take a left to number 20. We got to house while my kids waited for someone to load luggage and food now soaked as well as paid for 2nd cart - which never came. My husband and I arrived at a house which was locked so had no where to go and stood in rain - soaked to the skin w mud - meanwhile a staff person finally came to where my kids still were - the ferry drop area and started throwing our luggage on top of groceries smashing the food . My kids rearranged the luggage which was also soaked - food was waterlogged and inedible . Others traveling on same ferry had been greeted and were gone in minutes. My son was picked up by a passing woman who saw what was happening and said shed help transport him to the house. He was beside himself to find the food thrown at the house but we were not there. He called island club again who said theyd track us down as the person had told us the wrong house. We were finally located and taken to the right house . Cell phones were waterlogged and not working -clothing was ruined and our food was worthless despite our efforts to line all arrangements in advance. We were told the island club was sorry and would talk to us the next day to see how they could make it right. The next day no one arrived and we still did not get a working golf cart so my son went to the club to ask what was going on - he was told we never ordered a 2nd golf cart - but then they saw the confirmation ( from the club ) so agreed to get one . The manager supposedly said she would outreach and make good on our losses as did others on scene at the club. We were forced however to order food via the only open restaurant. When we picked food up we were told they ran out of food so we got raw fish sandwiches and stale potato chips instead . My son spoke w owner ****************** finally who was dismissive and rude . On our departure we received an email that out baggage would not be retrieved due to our numerous complaints . We were defrauded of money for food at a restaurant owned by Mr. ***** after his services to transport our luggage and food was not delivered . We were put in ***** way - and no apology or effort to make it right was obtained . We had to throw away food we paid for and paid to have packed properly. Electronics were ruined . The golf carts were useless and found by the islands club employee to have bad batteries due to not being maintained . And adding insult to injury we were told to get our belongings to ferry unassisted bc we dared to complain. My husband and I have been to the island pre Mr. ***** ownership so are not unaware of the way things work on the island . It leads me to believe we were lucky to leave without injury . A neighbor at a nearby home was sympathetic and said he has had a similar experience happened to them as well. I truly feel this situation needs to be investigated before someone gets hurt if it hasn't already happened . The home we were staying in was clean and ok however many electrical outlets sparked and felt hot so I also feel maintenance and safety needs to be done across the board. My family was treated unfairly but also negligently . We have documents and pictures which can verify the issues when needed.

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