Sunspots Vacation Rentals / Poor customer service!
Firstly, this company already has an unsatisfactory record with the Better Business Bureau, and when we added our complaint to the pile, the company did not bother to respond. We stayed at one of the Sunspot-managed properties for a weekend in October, 2007. When we were making the initial reservations, the Sunspots staff was very disorganized and slow to respond to inquiries. They kept making excuses like their email system was down, and they wanted to do everything by fax, even though we explained to them that we don't happen to have a personal fax machine in our home. We had visitors coming in from overseas for the vacation weekend, and wanted everything confirmed in advance, but Sunspots did not provide us with the necessary details (directions, key code) to get into our unit until the day before our scheduled check-in, which was frustrating and stressful. On top of that, when we did receive our contract, our names were misspelled and the numbers in our address transposed. We notified the office of their mistake, but they made no corrections on subsequent paperwork they sent. The amount of the deposit we were required to pay was more than the total rent for the entire weekend. Sunspots took several weeks to return the deposit, and when they did, it was not in full. The Sunspots staff offered various excuses as to why the deposit was not completely refunded. We were initially told that there was a "burn hole" in the carpet. When we pointed out that the unit had hardwood floors, the excuse changed to a "burn mark" on the kitchen floor. When we asked for further proof, and information on the exact date that the damage was reported by the cleaning staff, Sunspots "manager" (actually, we were told that they were too small to have a manager, so we were referred to a member of the accounting staff, Lynnette), said that she could not find our file, and would have to call us back. She never called back and subsequent calls/messages/emails were never returned, and even when the BBB got involved, Sunspots did not respond. Their staff are totally disorganized and irresponsible and their handling of our situation clearly proves that they can not be trusted with other people's money or property. Both property owners and guests considering Sunspots should beware.