Where do we start. We had to drive into the city for a check-in process that couldn’t have been done over the phone or ahead of time. Big waste of time. Then we had another check-in at the location itself in order to get a parking pass that didn’t need to be used anywhere since the car was parked in the garage. Over an hour wasted.
When we arrived at the property, the garage smelled like sewage. We only found out later that the toiled upstairs was clogged and had feces coming out of it and was directly over the garage - that explained the smell. Once we entered, we were greeted by the most amazing view and property we have been to in a long time. You truly get what you pay for - a beachfront property with gorgeous amenities. That said, we got unpacked and headed to the hot tub; a hot tub I explicitly asked about before booking the property to ensure it worked properly. Once we got in and tuned it on, it worked for less than 5 minutes and then turned off. We called 3 times until a maintenance rep was sent out. He came to the property and clearly had no clue what he was doing. He right away got on the phone with his manager and said he had no idea what to do. Why even send someone in the first place that doesn’t have a clue about pool equipment? We called back and requested a proper technician to come out and fix the tub since it was something that we booked the property for in the first place. The property management company (Casago) indicated that they will send someone out and if we don’t hear from anyone within the hour that they will call back. We never heard from them for the rest of the trip and in fact, we sent them multiple messages with no response. We also called about a non functional oven as well as lights not working in the upstairs bathroom. No one responded.
At the end of our trip I called the company again to complain and give them the list of issues and the rep (Christian) indicated they will call me today and let me know about a partial refund due to the issues. No one ever called us and we never heard from them again.
Such an absolutely amazing property but for the large amounts of money we paid for and the non functionality of multiple amenities and a clogged toilet that made us gag in the garage and upstairs for most of the trip…just ruined the entire experience. Casago absolutely dropped the ball on this experience and I hope you do right by the customer and apologize and refund a portion of what we paid for.