In all, the condo was very nice, well located, and pretty affordable…but don’t expect good service if something goes wrong.
There was an issue with the internet equipment that was known at least three days prior to our arrival, which resulted in two days without internet and hundreds of dollars in out of pocket hotspot expense for us due to this being a work trip. This outage was not communicated until after we had arrived, spent an hour trying to fix it, called the ISP, and then emailed guest services only to wait 14 hours for a response. After calling the ISP, we discovered the equipment was outdated and the upgrade had been deferred by Coconut Condos for an entire year. The ISP also indicated that the issue we experienced with the equipment was expected and was communicated to Coconut Condos prior to the service upgrades being performed. When we raised the issue to Coconut Condos, the property manager offered no accommodation or prioritization in fixing the issue. Furthermore, he quoted a legal “section 17” of the terms agreement that, after reviewing with my family attorney, was dubious at best given the issue was equipment-related, rather than due to a service interruption, and Coconut Condos had ample notice to 1) resolve the issue 2) communicate the issue to us or 3) offer some kind of accommodation for the trouble and expense incurred. Overall, this was just poor customer service for an issue that was well within the control and responsibility of Coconut Condos to remediate.