Villa Key Largo - Heated Pool & Spa, Private Beach, with Bicycles - Roelens Vacations

1 review

• A

  Angel

  US · review category business travellers · Mar 2023

  8/10

  We really loved the property but wish we were taken care of more when issues arose.

  I absolutely loved the property and the view. It was extremely quiet and peaceful and the area with the palm trees, sand, and lawn chairs were amazing. The pool was nice and warm as was the hot tub and the house was beautiful. We enjoyed the board games, large connect 4, and all of the fun pool toys as well. The pool table was a hit and the rooms were gorgeously decorated and spacious.

  The one thing that made the stay challenging was the communication. Several days prior to arrival, I reached out to the property manager Melissa but I never heard from her before arrival or during our stay. I was requesting that no fragrance be used in the house during cleaning due to allergies and I also mentioned this to the person I spoke to at reception office and they assured me they'd let housekeeping know. I also informed them that I was getting a package delivered which they said would be fine. Upon arrival, my package was not at the door and when I called, the person said they'd check with housekeeping but they never got back to me. I ended up having to reorder all of my items and get them resent, not arriving for a couple days. I later found the original package tucked away in the garage. The name of the property manager on my email did not match the name on the card in my rental and someone else came to welcome us so it was unclear who was taking care of us. I also called ahead to request late checkout and did not receive a call back to confirm. I had to keep calling to follow up right until the night before our checkout date. I was told two different checkout prices by two different people. I was finally approved for late check out but housekeeping wasn't informed so they showed up the next morning. I felt that, when I needed something, it wasn't taken care of unless I kept following up. I also had a difficult first couple days due to the strong sprays/fragrances that were used during cleaning. It would have also been helpful to know that some of the photos posted of the property weren't up to date. The images showed a covered pool and a TV outside and, when we arrived, the pool was open and the outside TV didn't work.