Within 5 mins of us arriving we were setting up the pullout sofa bed. The sheets had small dead roaches on the side. Underneath the sofa there was a giant cockroach and more smaller roaches. Check in time is 3pm and unfortunately the office closes at 3pm. We called and left a message informing them of the situation.
Steve reached out to us after about an hour. Steve tried to see if another unit was available, but no availability. From our perspective it seemed like Steve might of thought we were over exaggerating the amount of roaches we found. Steve personally went down to clean up the roaches and bring in new bedsheets and blankets. When we spoke to Steve again he could tell we were not over exaggerating with the roaches as it was a great amount. Steve informed us that they would have it thoroughly cleaned the next day. We gave them permission to enter the unit while we were out. We came back to the unit and seems like nothing was cleaned. Spoke with Kelly and she stated that she let the cleaners in and watched them clean. From Kelly’s words they vacuumed and mopped and this was all that was done.
Took several pictures of more roaches and insects along the porch side wall and door. When we inspected after they cleaned the same bugs and insects were still there. A roach was found in the bottom floors shower. A roach crawled into one of our personal towels brought from home. We found a baby lizard crawling in the upstairs room. Although Kelly mentioned that these roaches and insects are common in the island we tried to understand the situation. We were mainly upset the unit was not thoroughly cleaned like we were informed. We have pictures of everything we found.
We checked out and left the used dishes in the dishwasher, threw out the trash, put together all used linen and towels in a pile. Took pictures on how we left the place in the same condition we found it at check in. Ultimately communication was at a reasonable response time but lots of insects and the unit wasn’t thoroughly cleaned as we were informed it would be.