Emerald Island Resort — Hotel in Fishers Island

Do NOT book Berni’s home from home. There was a leak, low battery on security alarm, stained carpets due to new air conditioning unit and no sleeping arrangements for the baby. The promised cot was a ‘pack ‘n’ play’ and it was disgusting. We informed Berni (it was 3am in the UK so did not expect a response), we bought a new cot and found a bucket to deal with the leak. When Berni responded it was underwhelming with no upfront apology. The alarm took many visits from the management rep, James, to resolve but we were out all the time this was not an issue for us. As we arrived home management reported no damage and that the villa had been left in the same condition (better as no leak!). We assumed full return of our security deposit ($1,000) but Berni wanted to exhaust the 45 days she had in her terms and conditions. She wanted to receive utility bills. We did not foresee any issues as we were only 6 adults and a baby staying in a villa that sleeps 15 and we were out most days. Berni requested a deduction of $250 for ‘excessive bills’. This is within her terms and conditions but we were perplexed by how we could have caused the alleged excessive bills due to always being out and only 40% capacity. We also believed there was lack of ownership for the problems we had faced therefore we did not agree to the deduction without discussion. We suggested it could have been the new air conditioning unit. Berni had no past billing for this to compare to, it was fitted just before our arrival (stained carpets), so how would she know if our usage was ‘excessive’? It could be the pool heater working overtime, there was no physical pool cover and we had the coldest day in Florida March history. Berni became rude and agitated on her emails because we would not agree. We asked for evidence, nothing dependable or coherent was provided. Berni gave us a list of dates that ‘spiked’, most of which we can provide evidence through time stamped photos and videos that our whole group were out of the villa for. Berni sent photos of almost illegible graphs, but these were not provided as official scanned copies or include any monetary values. We asked as to how she calculated the cost to be $250, nothing was provided. The whole time Berni refused to accept any responsibility, her scamming terms and conditions gave her the ability to let us foot the bill. Berni remained uncompromisable even when we suggested a lesser amount in a bid to resolve. Our contribution would be towards the alleged excessive bills and Berni’s contribution would be compensation for the problems we faced. The only response Berni could give was she did not agree, and we should have contacted her (at 3am!) to acquire a budget for a new cot, even though we purchased the cheapest offered. Things became more disingenuous when we received a handwritten letter containing a cheque for $750 due to a ‘broken laptop’ from Berni. Depositing the cheque would take more time and incur additional charges. The original method of payment had been via bank transfer. Berni’s authenticity became a concern when she began to question our whereabouts during our holiday as though she knew better. During one email she dictated to us that we did not leave the villa as a whole group on one of the days, how would she know this? At this point we felt uncomfortable and our privacy was now compromised. We approached citizens advice and a solicitor. They informed us that writing in terms and conditions you can charge for excessive bills does not mean you can charge without evidence. Until evidence is provided it is withholding money and effectively stealing. We had every right to pursue this as a small claim due to the lack of cooperation and transparency from Berni. However, the legal costs would total more than the $250. At the mention of solicitors, Berni switched back to email and completed a bank transfer of $750. We hope that no other families wanting to enjoy their trip to Florida get swindled...

Disappointed. Is the only word I have to say about the front office and the handling of my money for their "gate access card." I typically don't write anything negative about businesses since I used to be a former business owner, and realize the tourism industry is vital for Orlando, but my experience with the resort front office was a huge letdown and disappointing. In a nutshell, my mother booked a villa (which the owner of the villa was excellent and very accommodating!) for family visiting from overseas as well as some family that live in other parts of Florida so we could all meet in Orlando and enjoy the Labor Day Weekend 2016. I living in Orlando of course decided to visit, and when I got to the resort I signed up for a gate access card in which they took down your information, car tag, etc on a form, and administered a key for a $10 cash deposit. They had a sign posted that they only take $10 cash for deposit, and that they didn't have change, so I signed the form and handed them a $20 dollar bill which I saw them staple the bill to the form I had filled out. I know for a fact that it was a $20 because I had just pulled money from an ATM and that's all I had on me. As I was leaving the counter in the back of my mind I wanted to point out that I had given a $20 dollar bill instead of the $10, but I trusted that when I returned their beloved key that my $20 dollar bill would still be stapled to their form and trusted that as a resort and business my money would be handled correctly.

Fast forward to checkout, I drove back to the resort to return the key, and they couldn't find my form. Instead they brought me my mom's form with their $10 deposit still attached. First mistake, they gave the wrong deposit back to the wrong person. Unacceptable. So I phoned my mother to verify if they had received my $20 deposit instead, and to my amazement they received a $10 deposit back. After a little bit of searching the person at the counter found my form, and of course no $20 dollar bill attached to it. She mentioned that usually they'll write down a different amount if the bill is larger than a $10 and of course this wasn't the case when I checked in. Instead when I saw the form returned back to me, written on the form was "$10" as the deposit amount. It's sad that someone decided to seize the opportunity to fraudulently write down a $10 dollar deposit was received when there was clearly a $20 stapled to the form.

Dishonesty has no place in business, and I hope for your business' sake, whomever the person was that handled my transaction doesn't continue to do so for karma's sake. You may have tourists that visit your establishment that may not know any better, but I am not one of those people. I work for one of the most trusted professions in the country as an RN, and work hard for my money. I always give others the benefit of the doubt and usually don't have to worry about such issues, but thank you for placing a new doubt into my mind when it comes to dealing with other businesses and establishments...

Before I get started, I must say read my other reviews. All are positive for the most part, this will be the first completely negative review I have ever given.

And it's all about Juan. A security guard at the gate who seems to think he has the authority to decide which guests can visit and which don't. Stand there and watch for a while and you'll see exactly what I mean. If you don't subserve to his authority you are told to leave or are threatened with legal action.

I was invited to dinner by a resident. When I got there I expected the normal show ID and have them record my tag and license and where I was visiting. But then he asked me what was the nature of my visit?

That kind of hit me funny and it came out of my mouth as what the f* does it matter? That was it, poor Juan went into a meltdown resulting in absolute control mode. He started to dictate how I should behave, how I should speak and why he's not going to allow me into the neighborhood.

He used the excuse that I wasn't on a "list" and forced the resident to come down and put me on one, but threatened to have me removed by the sheriff if I was there for more than 2 hours!

I certainly gave Juan an earful of obscenity. The resident gave Juan an earful of obscenity. Why? Because of another arrogant statement that Juan decided "I'm going to let him in this time" and emphasized that he didn't have to let me in at all. The Resident explained to him in quite angry fashion that he had no Authority over who would visit and would be making a formal complaint to management. At that point Juan threatened to have the resident arrested!

The resident explained to me when he went to the office to file a written complaint they were not surprised. Apparently this is the type of behavior Juan has displayed for quite a while. Although they apologized I doubt anything will be done until someone brings some sort of legal action against them.

If you stop by there watch his behavior - he is conducting a visual search of people's cars, very controlling in their behavior and speech, quick to detain them without authority, and otherwise menacing and harassing everyday people trying to visit a resident in the neighborhood.

Juan, please take note of the area you are in! It's Party City buddy, people are drinking, smoking and doing what they feel like and generally having a good time. You need to learn how to serve people without judging or controlling them. You are a freaking gate guard, not a morality cop or moral advisor!

I will certainly disrespect Juan every single time I come to visit my friend. My friend is getting me on a permanent list and getting me an entry card so I don't have to come through his scrutiny. What a ridiculous length to have to go through!

This would be an awesome place if you didn't have to deal with a...