- Report: #1293022
Complaint Review: Sanctuary Realty - Internet
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Author Confirmed
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Sanctuary Realty
Internet, USA
Phone:
(866) 933-4801
Web:
http://sanctuaryrealtyva.com
Categories:
Business Rating:
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Sanctuary Realty Robert Pless Terribble service. BAD business. RUDE. Sandbridge Virginia Beach Virginia
I'm not sure how anyone could ruin a vacation so badly without it being a planned event. We will never rent through Sanctuary Realty again..or Sandbridge Realty. Something really questionable is going on down there as well. We booked a stay at one of the condos in The Sanctuary condominium development, through SAnctuary Realty. You'd think they were affiliated with The Sanctuary Condos, but they aren't. In fact there was no one even there at the condos from Sanctuary Realty. We called to speak with a Manager after we arrived to an absolute disgrace of a condo and received a return call from another company entirely, Sandbridge Realty. According to their website, their office address is 3700 Sandpiper Road..the same address as The Sanctuary Condos. But no. There was no one from any realty company there.
We arrived to a condo that was not clean. The calcony and furniture was covered in dirt, dust, and debris...and good god, the dea bugs and spider webs were everywhere. The mattress in the master bedroom was stained with old blood and absolutely disgusting. The garbage disposer had the smell of rotting food and everything was covered in a layer of dust, toilets had crusted rings in them, shower curtains were moldy. This was a nightmare.
So we went downstairs to the lobby to find Sanctuary Realty. Empty. No one in sight. We ran into a person who lives at The Sanctuary condos and she told us that they were NOT located on premises at all. We were so cunfused and upset, I can't even begin to describe it. So we called the number on the website and they told us someone would be in touch right away. Two hours later (this seemed like an eternity), someone from Sandbridge Realty called us and told us they would send a cleaning crew. Well, no one showed up until the next day. We did not feel comfortable sleeping in the master bedroom bed so that displaced two of us. We had to buy a blow-up mattress at the Walmart for that night.
We called the next day and spoke to the manager of Sanctuary Realty, Rob Pless. This guy has no business dealing with people. He was rude. He told us the housekeeping people would be there when they got there and he had no control over it. He told us that the condo was cleaned and inspected before we arrived and acted as if we were lying and making all this up. We took pictures with time and date stamp, so that didn't work well for him. But even so, there was refund of any kind given. They refused to do anything else for us. Apparently guests of Sanctuary and Sandbridge Realty are a commodity rather than a valued resource. We will ceetainly take our money elsewhere.
1 Updates & Rebuttals
Rob
Virginia Beach,Virginia,
USA
Sorry for the confusion.
#2REBUTTAL Owner of company
Mon, May 16, 2016
Dear Caddy77 Leelanau Michigan,
I have just been made aware of your dissatisfaction with your recent stay at The Sanctuary. I’m truly disappointed that you didn’t enjoy your time in our luxury community and that you felt that I was less than courteous during our conversation.
Sanctuary Realty is a subsidiary of Sandbridge Realty and our reservations team is located within a separate office at their location. This move occurred in January 2016 to allow the reservations team more time to converse with guests and to be sure all of their questions were answered.
Because of the very limited arrivals during the “OFF” season, the front desk of building A (where the reservations team sat previously) is not manned during that time however, the Housekeeping, Maintenance, Owner Services and GM offices remain at The Sanctuary (3700 Sandpiper Road) year round to react quickly to any requests that may arise. Sandbridge Realty is located at 581 Sandbridge Road which is just a short drive from The Sanctuary.
Our housekeeping team is tasked with checking properties prior to our guests checking in, especially during the off season when a property can remain vacant for a month or longer. From your correspondence it is evident that this did not happen and I can only say that I’m sorry we failed you in this responsibility.
You indicated that you returned to the lobby and were told that we were not on-site. I’m so sorry, you were given incorrect information and unfortunately I do not know to whom you spoke. There are eleven (11) families that live at The Sanctuary year round and all know our offices and our office hours. Again, I’m sorry you were given this information.
From your report, you apparently telephoned Sandbridge Realty for assistance and not the number that appears on the outside of the check-in envelope containing the property keys, parking passes and other documents. I understand that it can be confusing, calling one number to book a reservation and another for Housekeeping or Maintenance. Again, I apologize for the confusion. Our Housekeeping team is on site during the off season six days every week from 8:30 a.m. to 5:00 p.m. and seven days during the summer season. We even have an afterhour’s service for unexpected emergencies.
Finally, you indicated that I was less than courteous. I believe that perception is reality and if you truly feel and believe that I responded with the following, “The housekeeping people would be there when they got there, I have no control over that” than without a doubt I was completely wrong and sincerely apologize. When a guest informs me of a housekeeping issue or, any issue for that matter, my only goal is to see that it is taken care of, not questioning the integrity of the guest providing the explanation. As I mentioned earlier, I believed our team had performed the pre-inspection as required, but regardless would not question your findings. We are satisfied only when you are. Obviously we, I failed in this and truly apologize. I would very much appreciate the opportunity to invite you back to The Sanctuary and assure you it will be a most memorable vacation. I look forward to you contacting me directly.
