It was a very disappointing Christmas vacation due to the inconvenience of the rental. We understand it was extremely cold this season for the low country ( my parents have lived in Charleston for over 20 years) so I do understand the weather challenges and planning that needs to be involved. However, when the HVAC unit stopped producing heat, property management struggled to have a remedy or to compensate for the inconvenience. Instead, we spent hours moving to another second rental impacting our first night and plans for the evening. When in the second unit , it too had heat issues, however our alternative was to wear heavy clothing to hope that the first unit would be working in the morning. No emergency technician was ever called.
With dealing with the property management, I believe there could have been stronger communication ( all communication via text no phone call) and more transparency with the issue, especially when we learned that the first unit was having similar HVAC issues that week. .
We were told many different stories over the 3 days such as HVAC tech was working the unit (which did not happen) then told again all HVAC companies in the area are closed until Tuesday ( which sounds highly unlikely since when we were eating lunch Saturday, another family next to our table had similar issues on the island. They were able to book an emergency HVAC technician at their house on Saturday to remedy their issue). I share this feedback because it is discouraging that not all was done. Our only alternative was to go home early. In 4 days, property management want us to stay at 3 different units? Why would we do that. Again, this is all via text, which was delayed at times. No one ever called us.
We have always booked through their services in the past, however to be honest I don't feel enough has been done to compensate for the inconvenience or hardship. We were refunded one night stay ( the night we went home) and they kept the taxes and fees for the night they refunded us? Odd.
Overall be wary of the property management communication and be sure to document all the facts. Ask if the HVAC has been serviced and is working correctly. It would have been great to share a review that we received personable and proactive concierge service however, in our experience that was NOT the case.
