4/10 Poor
Margo L.
24 June 2023
Disliked: Cleanliness
Poorly managed home
We stayed at Villa Cape Paradise 1/25/23 to 2/21/23 and encountered difficulty right from the start. As soon as we arrived on Wednesday, we saw that the floors of the home were not clean, the sprinklers had been running for hours, and most importantly to us for our vacation, the pool filter was not running, the pool was dirty, and the water was cold. It was obvious that the pool hadn’t been cleaned in quite some time. After continuing to call Roelens to try to get pool pump fixed, we escalated our frustration and finally went to their office on Friday. That visit resulted in action finally being taken and the pool pump was replaced on Saturday. The problem now was the pool still needed to be cleaned and heated. It wasn’t until Monday afternoon when a pool company came out and cleaned the pool. We specifically booked this home because Roelens advertised there was a heated pool. We spent the first 5 days of our stay trying to get the pool in working order.
We stayed in contact with Roelens trying to address the other issues at the home. They sent an account manager out to the house who took notes and promised to get back to us but we never heard from her again.
Roelens did offer us a $500 credit to compensate for the problem with the pool, however, they required that we sign a waiver agreeing not to pursue any further relief, including not writing any reviews on VRBO or contacting the BBB. This is a devious way of doing business, trying avoid truthful reviews.
Margo L.
Stayed 27 nights in Jan 2023