I booked this home almost a year ago for a reunion of college friends. We were all really excited to stay in this home due to the amazing reviews and great pictures. However, about a month before our trip when I called to pay money (approx. $500) to have the pool heated, since we were going in early March, my complaints started. They informed me, with a few "I'm sorry" statements, that the pool would not be able to be heated due to construction that was happening to the pool. This was an extremely disappointing turn of events as my friends and I (all of us being from the midwest) were really looking forward to swimming and had paid more money for an ocean view home with a pool. After a lot of effort on my part, a lot of advocating for our group, and a lot of excuses from the rental company we were issued a partial refund. However, during the process they did also offer to cancel the reservation all together, which was also an unacceptable option due to the size of my group (20) and the nearness of the trip (a month out). They also offered to cancel when I mentioned writing a review, saying they'd be "nervous we'd write a bad review the entire time we were there". I would think this nervousness would have helped the following, when we arrived we learned from figuring it out on our own (no signs, no communications, etc.) that the ice maker was broken and molding, the refrigerator was not hooked up to a water line, so no ice there either, that one of the microwaves was not working, and on Friday (our first full day there) the pool had chemicals put in it which meant we were not allowed in the water till 3pm that day (again, heard from the pool company, NOT East Island Rentals). Overall the interior is a great space for large groups. It is spacious, well equipped, and nicely laid out. The rooms are as advertised. We were happy though that we were not at capacity as the pull-out sofas and twin bed chairs all had EXTREMELY thin and worn mattresses on them. FInding extra sheets and pillows for the one we did use was also a scavenger hunt. Everything about the house is a little worn and honestly, dirty. From a towel bar that fell off when touched, a grimy soaking tub , to cabinets that have paint chipping and doors hanging off, etc. EIR had a staff member come on site for another issue, when I approached him to talk he did not apologize for the things that were broken, inquire about our stay thus far, or thank us. Customer service is NOT their strength!
