The Islands Club, KY — Local services in George Town

WORST customer service ever! ||||I stayed in many condos over 2 months & this property is the WORST, largely due to disorganized & unscrupulous Management. ||||Bullet points (followed by details):||-aggressive & deceitful management||-Wild parties allowed by non-guests on beach ||-painfully slow internet ||-Trash washing up on beach ||-shortage of lounge chairs for guests||-AC didn’t work for 3 nights ||-disturbed by construction ||-disturbed by mgt calling & knocking early mornings. ||-Exterior in need of update||-Individual condos vary greatly in design||-no BBQ as promised ||-Company does not honor their own online rates||-keep charging my card without my approval. ||-low quality sheets, pillows & beds||||Details: ||I’m a 56 year old woman (w/ 35 years in hospitality) on Grand Cayman alone & in search of 5 wk rental on 7 mile beach, so my son, daughter-in-law & 7 month old grand-baby could join me in Nov for their 1st vacation ever.||||The Island Club offered a good discount for long booking, provided check-in began in October- 2 nights free out of every 7. Verified on their website for all available units (see a couple screen shots). ||||Reviews were mixed, so I previewed several units in advance w/ Angela at front desk & choose condo 15 to book for 5 wks (Oct 16-Nov 22). It’s a 2 bed ground floor, oceanfront unit w/new owners. Since it’s new to rental pool Manager Monica said I could stay a couple nights to be sure it would work well for 5 weeks. ||||Condo 15 was lovely & with a few adjustments, would work for my family & 5 wk booking. I confirmed & believed I was reserved until Nov 20. I was told I had the online rate available to the public, plus an additional 10% returning guest discount (see screenshot) Good deal for empty condo, new owners & me too! ||||But mgt did NOT hold my dates in their system, so a few days into my stay & after I spent a lot of time & money making the condo more comfortable, another guest booked online for 6 nights in the middle of my 5 wk stay. I texted mgr, who said she doesn’t work on Saturdays, but would fix it on Mon. There were many solutions to keep everyone happy. When Monday came, aAngela called & told me “Monica is too busy to speak with you today. She’ll be in meetings all day. Are you checking out in an hour?” ||||I asked for Monica (assuming Angela didn’t know about my texts with Monica from Saturday), but was told “Monica is busy all day in meetings, but she said there are no alternative solutions to honor your booking.” Not a care in the world. ||||They went on to try to change my rates & cancel the Oct promotion. They greyed out dates & had Angela flat out LIE to me. This was all consuming for 3 days. Each day I was told it was resolved, but the next morning, it was not. Eventually I left. Frustrated & exhausted. I don’t know who made what errors on their end. I just know as a guest, I only wanted what I was offered. ||||To specify on conditions: ||||Condo 15 was lovely & just needed some updates to prep for a 5 wk stay: ||||-there was no place to plug in phone next to beds, or computer at desk. Mgt told me to “find an extension chord & move the bed myself to try to plug it in”. I purchased 3 extension chords & had to move the bed & desk to plug them in. ||||-there was no TV in either bedroom. Mgt purchased a nice one for master. ||||-there was No BBQ on the patio. Mgt said it was coming, but after 2 wks & many request- i had NO BBQ for my stay (it was also advertised).||||-sheets & pillows were low quality & there was no blanket. I asked for help. Nothing. So I went to Kirk Home & also purchased my own sheets, pillows & blankets.||||-mattress was very hard. Manager said if I purchased a topper, she would reimburse me. I spent $250 on new king topper, submitted receipt, but was never reimbursed. ||||Problems due to management:||-on weekends, large groups of locals bring chairs, get drunk & blast loud music. Mgt doesn’t care. ||||-I spent 1 full day having maintenance people in & out doing something to the dryer & to the AC unit.||||-several days there was trash that washed up all over beach. Mostly plastics. I spent the day cleaning it up & filled several bags. ||||-wifi was very slow and often buffered especially in the evenings||||-the AC didn’t work for 3 nights||||-there’s not enough outdoor loungers for guests. The ones they have are old & get dirty from trees on that part of the beach. So many guests go out early & put a towel on lounges to reserve them (& often leave them empty for the day). One day I moved an empty lounge to use & Soon an angry man found me in the sea & yelled at me that I took his wife’s saved chair. He was aggressive! I apologized, offered to move it back & he said NO & Kept yelling. He scared the heck out of me. I reported the incident to mgt, but was basically told “if a neighboring lounge chair has a towel on it, i should consider empty lounges as “saved” also & not touch”. Shocking. ||||-I had standing “do not disturb” until after 11am since my arrival, yet mgt often called or knocked on my door early. One morning, for 15 full minutes BANGING on my door at 9am. I was ill, in the bathroom & shocked they’d bang like that for no reason. They called an hour later to ask about the promotion I had booked. I wasted an entire day trying to show the staff their own online promo. ||||-Individual condos vary greatly & photos are deceiving ||||-company asked front desk girl to call and LIE to me about the promotion. She said Oct promo was only good for Condo 7, yet I was able to pull up same promo for Condos 15, 9, 25 & others. It was so difficult to stay at a place that cared so little for their guests - and virtually tortured me in one way ie the other for most of my stay, there was no way I could bring my children here. ||||-the cleaning woman Barbara was the most valuable asset to the Island Club (along with Maintenance man!) Barbara has been there 19 years. She works very hard, cleans thoroughly & is a kind woman. I wish I could give 5 stars just for Barbara! ||||I can’t imagine what kind of response mgt will make here, but I’m sure it will not be truthful. Just know I have proof (texts, emails, screen recordings or phone recordings of everything I wrote above). ||||I would not stay at the Island Club under this management if it was FREE! I hope owners read this & see how much money they lost as the result. I am happy to discuss with any owner or potential guest with questions. ||||I intend to report them to the dept of tourism & whoever else governs & protects consumers...

Our family of four just returned from a week at the Islands Club. We stayed in unit 18, and it was the perfect location on the absolute best stretch of beach. Our unit had daily housekeeping, wifi, a landline, beach towels, floaties, and any and all supplies that we needed. The staff was very helpful; Angela graciously fielded my constant questions and helped us book excursions and taxis. She even put away our online grocery order on Saturday when we were heading in late that evening, which was great considering that the grocery stores aren't open on Sundays. I can't say enough good things about the service and the location. We visited many restaurants and it felt like everything was within a walkable distance. ||We walked up and down SMB and could not find a better beachfront. Many of the nearby hotels had lost much of their beach and/or were extremely crowded. Our area of the beach felt private by comparison. I would highly recommend staying here, and we will plan to return in future. ||The only things I would note: having a ground floor condo was magic and I would recommend that option, especially if it's a must for you to have direct access to the beach (as it was for us). Our unit did not have a full oven, just a toaster oven on the counter. It worked for us, but something to note if you wanted to bake excessively during your trip. Overall, this was a wonderful trip for our family and we...

Courtney,

First part is a private message which I can't send you because I'm blocked.

FIRST PART

I want to apologize for flipping out about seeing you at the Ritz yesterday. I'm not angry at you.

I'm mad at everyone for making a game from our lives and still keeping me in the poor house and not letting us talk normally. I'm in a hard spot financially. I don't even get meat with breakfast at the Super 8 in Cortez.

I am doing my best to find the treasure or use your leads but people are definitely using us and I want and need that to stop. It has wrecked me mentally.

I'll try and get a passport as soon as I can but our communication needs to be better and I'm willing to work on that but normally and directly.

I asked everyone to stop or help, not further complicate the process or do anything besides speak English. I'm tired of the honk stuff too, especially at a hotel it gets confusing.

I did not take this on for everyone so please stop.

SECOND PART

Now here's the fun story:

During our stay in the Caymans my aunt Amy ripped a van door off the rental car. We were loading up to go to dinner at the either pizza place or diner down the road. I can't exactly remember. It was red on the inside, similar to the wall behind you in the pink/red picture you had up on Instagram. My uncle was drinking red stripe. I thought it tasted...