This reservation was made the day of occupancy as we were already in Sarasota. If I wasn't a Hyatt member this could have been difficult to find, check in as no contact number was listed, nobody called us and we needed to check out of our Hotel. I read the owners requirements to rent, but the Managing company had different requirements not posted on the advertisement. This is a stunning piece of property and the suite was more than I could have asked for, but the property management has much to improve. The staff was courteous but nobody told us the Master shower did not work, thus the next morning when it was needed, the handle was so loose it would fall off. No water to the shower. That began my concern as they took an extremely large credit hold incase 'we' did any damage to the apartment home.
I have rented exquisite units and have never had to put that kind of hold on my CC. Needless to say I began to comb through the suite as there was no 'checklist' to measure our stay by. I called the office on the dent on the Sub Zero refrigerator and they were surprised by it. We were not allowed to check in because of all the 'detail & cleaning' that had to happen before hand.
Here's the skinny:
- NO return calls for 3 days regarding shower head being repaired. A Call back mssg on day 3 (last day) they left stating a handyman would be fixing it. No one showed up.
- We were informed that all towels, silverware, dishes, etc would be counted and unit combed through for any damage then if so, the credit hold would be charged. The very large amount not listed in the advertisement.
- Management fees and cleaning fees were listed & charged. Only, if there is no water to the main shower, then how was that cleaned?
-Upon check out for an early flight the Receptionist apologized and told me the shower part had been on order and thats why it wasn't working. So why didn't someone tell us that before we rented or took occupancy and compensate us accordingly? I made sure to follow all the rules, including trash removal & left the space in fabulous condition.
-Asked for consideration on fees due to the situation and was told it was referred to the property manager who never called us nor followed up on anything.
This is unprofessional, inconsiderate, felt deceptive. This property deserves the best clients and likewise we deserve the quality service it represents. Hyatt has a 5 star reputation.
I am not sure the owner is aware & we couldnt reach him.
