Spectacular Ocean Front Amelia Island Plantation, Breathtaking Ocean View

Elizabeth, Thank you for visiting with us and so glad you had a good stay. Please come again!

Lisa, Thank you for coming to visit and so glad you enjoyed, this is one of our favorite times of the year. Hoping you can come again!

Thank you Beth, Hope you can come again!

We work hard to ensure guests have a great stay and many of our guests come back again and again, so this was message was troubling. We do appreciate any and all feedback it helps us better ensure the next guests have a great experience, and of course at times an issue can arise or we fall short; for that we provide our personal phone and email to make it easy for guests to reach us so we can handle those issues. We heard no reports of any of these issues during or after your stay. We have local maintenance staff that can handle most items quickly, many have provided services to us for years. First, on reaching out to confirm your stay before your arrival, this was intended as a courtesy reminder/confirmation, most guests appreciate this if they book a long time in advance since plans can change with unexpected surprises. We have helped guest many times with change needs after reaching out with a simple confirmation. One additional issue that I shared with you was we had a major plumbing failure in the master bath a few weeks before you were to arrive. I advised we had to completely take the master bath out to the studs and replace the bat. During our confirmation, I advised we had folks working overtime during the Christmas holidays to ensure the new bathroom would be ready for your arrival. We wanted to confirm your plans had not changed, If they had, we wanted to try to help you and be considerate of our loyal tradesman remodeling the bath during the Christmas holidays in order to be ready for you. As you know the new bath was ready as promised for your arrival in spite of the emergency during the Christmas holidays. So thankful for our great maintenance staff! The arrival at the gate. The gate guards usually do an outstanding job and are wonderful. On the occasion of any confusion at the gate either the guard of the guest will give us a ring, any confusion is settled in probably less than 20 seconds with a verbal approval. Don’t know where this went wrong, but would have been glad to help, I am sure it would have been a quick fix. On the sliding door, the door was rebuilt several years ago, and have worked perfectly since, just a single finger push. I did a personal inspection in October the doors were working fine at that time, other guests were there after that with no reports of any issues. Of course things work until they don’t and the life on these items is especially hard being directly on the ocean. If I had let me know of this issue we would have promptly had the door serviced and made it right. Upon learning of this we had our service person check it, he reported a minor sticking but with a quick bit of his “door magic”, the sliders glide with a single finger push as they should. On the TVs, We typically don’t have TV questions, they just work, not sure what was going on when you were there, I didn’t hear of any report or questions from you during your stay but I would have been glad to help or have a repairman right out. I personally inspected the TVs after your stay and everything was working perfectly at that time. We added some TV instructions and Wi-Fi password signs to make things easier, we also added a ROKU boxes since many folks like streaming. The TVs are new and the one in the bedroom is new in the last month or so, both TVs have 100s of channels/viewing options. Pet fees - we have a non-refundable pet fee as standard and part of the VRBO agreement. You made a special request for us to make this refundable for you, we agreed to make a special accommodation for you in refunding the pet fee. However, after your inquiry we never heard back from you, so we assumed you were not staying so we never made this special modification. Later, you booked through VRBO and agreed to and paid the non-refundable pet fee via the standard VRBO online agreements. After your stay you reached out about us refunding this non refundable fee, we looked at the communications and quickly saw how our early exchanges and the the VRBO agreements you agreed to could be confusing. We wanted to make it right so we went ahead and reimbursed you directly. We did not dilly dally or wait, it took a good bit of investigating and work to undo what you had agreed to with VRBO it took some, wrangling and costs on our part to do this. I understand our extra efforts to accommodate your special requests still fell short and am sorry about that. Again we are truly sorry you had these issues. We continually to try to do better sometimes we do fall short, but always try to ensure the next guests have a great experience

First thanks for feedback. Our Villa was painted and refreshed this winter December due to the 2 hurricanes in the fall of 2016 and another the fall of 2017. Unfortunately this guest was there after the hurricane of 2016 and what appears to be a less than ideal cleaning. Things are quite fresh and clean. While this response is well written there are some some inaccuracies that were likely not intended and casual observations. A couple of clarifications, there is not a driving range on the property, there are several 18 hole golf courses, with a par 3 that runs right in front of our Villa. While this is a beautiful landscaping feature along the beach there is no access from our property and for children to play here would require climbing a fence. On being back from the beach behind the pool - there is a building to our south that is slightly closer (30-50 yards) to the ocean, however the ocean views can be poor due to not being high enough to see over the dunes. Additionally there are Villas on our property behind this building that have Ocean views completely blocked. When we bought our Villa we looked at units in this forward buildings and determined we liked the higher view of the pool, ocean and pool. So I guess this is preference if one desires a unobstructed view or one obstructed by vegetation and dunes. They are all great and have excellent beach access. On "levelor" doors, we have these louvered doors on the HVAC closets to allow airflow as required by code and for safety, usually these are tidy and clean, not sure what the issue was here. Anyway, they were just freshly painted. On the age of the building, all of these Villas were built in the 70s and the same age, we have spent millions of $$ keeping them fresh, These buildings have a hard life 100 yards from the ocean, we keep them nice. On the windows, like other owners we ask visitors not to open the windows and have them arranged to not be opened. This visitor evidently tried to open them anyway with hardware removed and likley why we had damage for the 2017 hurricane, you cant stand 90 MPH sideways wind/water unless the exterior is secure. We have addressed the sliding door as well as the door to the upstairs bedroom. We are sure you will find our villa quite satisfying for a week long stay or a weekend getaway for your friends and family. Feel free to reach out directly.

I am sorry the sink stopped up, it seems some prior guests may have washed sand and shells down the sink and completed impacted the drain. After plumber tried to unstop for you for a few hours our only choice was to rip out all the cabinets and replace the drains. Now the entire bathroom has been replaced and new.. Please come again, we will try to make it up to you.