Business ProfileforSoleil Vacations

I can tell by the responses here that I won't be getting a refund because this company does not like to take responsibility for anything that is wrong with their properties, but here is my warning. I checked in Saturday night to a roach-infested, ashtray-smelling room. They do not respond 24/7 like they say. I called, emailed, and texted multiple times with no response until the next day. They do not inspect or make sure the rooms are in good condition. They said they had the right to fix any issues, so I gave them time and checked back every day. They said the HOA was responsible for the pest control. So basically there was nothing they could do. If this was a proper company, they should take responsibility for their properties to make sure they are clean and livable. I was told the space was "usable" so I would not get a refund. Obviously, the fact that I couldn't eat or sleep there didn't make a difference. I was forced to go to a hotel to stay for the entirety of my vacation, and they refused to refund any of the amount that I paid for a clean, smoke-free room.

This guest stayed with us from October 5th to October 9th. On October 6th, she contacted us, reporting a smoke smell in the condo and a roach infestation. Our team responded within two minutes of receiving her message, offering to send housekeeping to address her concerns. We also contacted the Condo Association, the entity responsible for pest control, to arrange for spraying. However, since pest control scheduling is managed by the HOA, we were unable to provide a specific time frame. About 30 minutes later, the guest raised concerns about the bunk room, stating it was unsuitable for adults and that the listing photos were inaccurate. She demanded a full refund and threatened to initiate a chargeback through her bank if the refund was not granted. The listing clearly indicates that the bunk room is intended for children aged 14 and under, with a weight limit of 125 lbs. The photos on the listing were taken recently and accurately represent the entire condo and complex, with no discrepancies. Our team reminded Katie of the rental agreement she signed, which specifies that we must be given an opportunity to resolve any issues before discussing compensation. We also informed her that if she proceeded with a chargeback, she would no longer be eligible for assistance regarding the concerns she raised. It is important to note that no photos of bugs or evidence of a smoke smell were provided by the guest. Additionally, the housekeeper who cleaned the property before her arrival did not report any issues. The guest later requested that the HOA come to spray the room. We promptly followed up with the HOA, but as we explained to Katie, we could not guarantee a specific date for their visit. Despite these efforts, she continued to demand a full refund and repeatedly threatened to file a chargeback throughout her stay. After her departure, the HOA completed pest control services and confirmed that there were no signs of bugs. Our housekeeping team also confirmed that there was no smoke smell in the unit following her stay. We apologize for any inconvenience Katie experienced during her visit. However, please understand that we did everything within our control to address the situation. We cannot expedite the HOA’s pest control services, and threatening our team with a chargeback only hinders efforts to resolve issues effectively.