Our first contact with Wyndham was positive, as they were attentive to our needs and prompt with their replies . We booked a house at 08 Mizzenmast which met all of our criteria. One month later they informed us that the house had wood rot, and suggested several alternatives.
Most of the suggestions met our criteria, and they offered discounts to stay close to the original price. We chose the unit at 02 Heritage. Upon arrival we noticed several things. The house had a musty smell to it. The grills on the barbecue where so rusty as to be unusable, and the tank was empty. The window on one bedroom had no screen on it while another one was broken. The patio table was muddy and had not been wiped. As high expectations can lead to major disappointments this was a bit of a downer to begin our holiday.
I immediately called Wyndham, but as it was Sunday I only got the answering service. On Monday we were contacted by their representative, and she sent out a maintenance person to solve our problems. Upon smelling the house his response was welcome to the south, inferring that this was just how it was. He did place 4 deodorant canisters throughout the house. He arranged for the barbecue tank to be filled, and turned over the grills so that the rust would be on the bottom. He taped,up the broken screen and promised to try and find something to replace the missing screen. A crew came and cleaned up the patio.
Several days later one of the toilets started to leak. Once more we called Wyndham, and once more they promptly sent over a maintenance man. He tightened the toilet which seemed to solve the problem. He said that it would need a plumber to fix it correctly and made arrangements for one. The next day the plumbers came, and after several hours work said the problem was fixed. As it turns out it was not fixed, and may still be leaking to this day.
The house showed well on the pictures, but was in reality quite tired. The owners were apparently gradually upgrading, but this did not do us any good during our stay.
This was not our first visit to Hilton Head, but in the past we had dealt with Beach Properties. We found them helpful were impressed with their attention to detail. Their houses did not smell, and strangely enough they were in the south too.
Upon returning home we all noticed that we had brought the musty smell with us not only in our clothes, but also in our luggage. This required extensive laundering, dry cleaning and airing out to correct. With everything we paid nearly $3,000 for a two week stay. We all felt that we deserved better than we received.
Two weeks ago I received the customary survey from Wyndham. As a demonstration of their efficiency they asked how we enjoyed our stay in the original house we had booked. When I commented on this, and then rated our experience poorly I was asked if they could contact me to discuss the difficulties we encountered. I responded yes but two weeks later I have yet to hear from them.