We had a regrettable and extremely disappointing experience on our last rental with Sanders. We've rented with Sanders for years & usually have great service. For our July 2018 stay, Connie offered us a nice deal in a beautiful new home to win our business away from a competitor. We were about to book with another agency (360Blue), but Connie was able to offer competitive pricing in a part of WaterColor we had not stayed in the past. So we booked 2 homes in the Lake District with Sanders.
Unfortunately one of the homes we rented (the large, brand new house on 24 Cove Hollow) was simply not ready for rental. The A/C did not cool downstairs, the water went out consistently at night, the main TV in the living area did not work, WiFi was unacceptable & no gas lines worked for the outdoor fire pit. We had service people constantly in/out of our home working throughout our vacation. We took turns letting them in the house & working with them, taking time away from the beach, pool or dinner out with the family. Unfortunately the service team was unsuccessful getting these items corrected. (Side note: they were all very professional & hard workers). But having all these problems really put a damper on our big summer weeklong vacation experience.
We spent $16,000 with Sanders that week for 2 homes & so we asked for a partial refund for only the large house we rented due to all the complications.
The Sanders President & Owner (Steve Sanders) refused to return emails or phone calls. He also refused any type refund & instead had his staff offer us via email "15% off our next stay." That was an insult after a full week of challenges and people in our home trying to fix multiple problems. I emailed Steve personally pleading our case and called multiple times asking to speak to him, but to this date, he still has not replied or made any attempt to reach me.
My entire family is really disappointed in the way our vacation worked out for our large family and the amount of money we spent. The lack of response from the owner of a company we have enjoyed using in the past is the most surprising & disappointing part. The Sanders staff has always been willing to work with us & help. But when significant problems occurred, the owner chose to ignore our requests to speak with him & refused to make things right.
We are still hopeful (a month later) that Steve will do what is right and pick up the phone to call us and offer a partial refund for our stay.
This review is regrettably submitted after weeks of trying to work it out with the owner...