2/10 Horrible
Janean C., Grand Rapids, Michigan
18 sept. 2023
Les points forts : Propreté
Bad customer service, Stay at own risk
We booked the property for two nights in August, when it is awfully hot in Miami, and the air conditioning did not work. We called, and they could not get someone out until the next day at 11 am. We had to book a separate room next door at the W Hotel because it was too hot to sleep in the condo.
The next day, the HVAC techs were walking in at the same time as us at 3 pm and told us they were not there to fix anything, only to do routine maintenance. I called SunCoast back and had to put both parties on the phone to get the unit fixed. The air conditioning was fixed at about 5:30 p.m. going into our second night. We were leaving the condo at 7:30 to attend a concert. So we spent 75% of our stay miserable, uncomfortable, out of the condo, or interrupted by serious HVAC repairs.
I requested a partial refund or at least reimbursement for the W stay. They did not want to give it to me. After days of back-and-forth negotiations over email, they gave me a measly $230 back after a $1,000+ 2-night stay. ROBBERY!
I understand HVAC issues can be a bit of a fluke, but it was handled very poorly and unfairly. This property is managed by a company that is difficult to contact or communicate with. They employ multiple "agents" answering one email who repeatedly respond with "Let me get back to you after we talk with the team." They do not give you a phone number and use WhatsApp last minute. It's terrible customer service, in my opinion. If you stay, at least the air will work.
Janean C.
Séjour de 2 nuits en août 2023