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4/10 Poor
Tom
1 Apr 2025
No pool heat. Owner knows and doesn’t address. We did NOT enjoy stay.
We rented this house for a family vacation because it was listed with Marriott Homes & Villas and included a saltwater pool. Given Marriott’s reputation, we expected the property to be in good working order, similar Marriott’s hotel standards. We realized after we rented on the Marriott website that they outsourced the property management of this rental to a company, Evolve. Evolve’s communication with us pre-stay was marginally OK, though they were slow to respond to our requests. When we arrived at the house the first day, hoping to enjoy a swim, we discovered the pool equipment was not working properly. The water was cold & the water chemistry wasn’t right. (We own a house with a saltwater pool so we’re familiar with this kind of pool equipment). We contacted Evolve and they agreed to send a pool tech the next day to get the water chemistry corrected. He did, but he said he couldn’t address the water temperature. We questioned him and he indicated the owners are aware the heater isn’t working properly, but haven’t done anything to address it and he couldn’t without their authorization. We contacted Evolve again and explained the pool water was too cold and wanted to know what could be done. To our surprise and dismay, the Evolve rep said they couldn’t do anything and “that’s between you and the owners”. What she somehow failed to grasp was: we didn’t rent from, or know the identity of, or have any means to contact “the owners”. We’d rented from Marriott H&V who had subcontracted to Evolve. So, hearing this from Evolve on day two of our one week stay, we realized we weren’t going to get the pool heater fixed during our stay. Since the water was too cold to really enjoy the pool, we spent most of our time away from the house during the week — and that was a huge disappointment!! What’s equally frustrating is a view that the owners apparently KNOW the pool equipment isn’t working, but refuse to address it! We’re certain Evolve knows but has t taken any action to persuade the owners to address this deficiency. In our opinion, Evolve should stop renting this property and inform Marriott who should also delist this property until the owners address this matter properly. Given our experience we can NOT recommend this house, owner, Evolve or Marriott H&V to anyone looking to rent a property with a pool in the Cape Coral area.
