Long Key Vacation Rentals — Local services in Seminole

Do not book with Sue at Long Key rentals!!! She is incredibly rude. From the very beginning to the end, my experience with her was awful. We booked a condo on Redington Beach one year prior to our visit. In the months leading up to our stay, a hurricane affected the area, so after some time went by (I didn't want to bother her right after they endured the hurricane), I inquired to make sure everything was up and running for our stay. I specifically asked about the pool area. She told me the place was fine and the pool was on the mend just having some repairs and that it would surely be up and running for our stay in April. I rested assured in this and decided to continue our booking and not back out. We paid our remaining balance in February. (The pool functioning was very important to us). When you are paying upwards of 6,000 dollars for one week you want everything to be working. As time went on I was hearing from other renters going the same week as us that the pool would indeed be closed and it was under complete reconstruction. This was a stark contrast from what Sue (the woman I trusted for knowledge on what was happening) had told me. I then was hearing that renters were receiving discounts and that units the same caliber as ours were being rented out for nearly half the price we were paying, because of the pool being damaged. I reached out and asked her again about the pool, told her about other renters getting discounts, and was told that it “could be working” when we get there. She said we would get a discount if the pool was indeed not working AFTER we got there. When I asked what the discount would be, she gave me the go-around and never answered, basically said it was “to be determined”. We were completely misled. She led us to believe there was hope the pool would be working. This woman is a fraud.. When we arrived the pool area was under COMPLETE reconstruction. Anyone with a brain could see the pool was nowhere near being ready. I would have appreciated TRUTH from someone that I trusted so much of our money and vacation experience with. Just tell us the truth? She misled us and we were trapped and not able to receive a refund and go elsewhere. Our check in experience was awful with Sue. We arrived at the condo a few hours early. Our check in was at 4. We were privy to the knowledge that our condo had been cleaned because we had rented a stroller and the renter had taken it to our room earlier that day at 11 am when the cleaners were there and placed the stroller in the unit. So when we arrived and saw no cleaners, we figured it was cleaned and ready. So I sent Sue an email asking if it was ready early. She did not respond so I called her. I waited until 3 pm to call, just one hour prior to our check in. I was met with hostility and a bad attitude, she made me feel like a pest for asking. She was so incredibly rude to me on the phone. And this is someone I just gave 6,000 dollars to. The week went by and we left. We had accidentally taken one parking pass with us and one of the remotes for the ceiling fan ended up in our bags, a complete accident. After I got home I sent the items back and paid for the overnighted shipping. One month after our checkout. We received an email that our place was not clean enough and our unit had to have “additional” cleaning. So we wouldnt be receiving our full damage deposit back. And she then told us we would receive 200 dollars “discount” for the pool not working. What was worse about this email was she sent pictures of the “mess” we had left. Including pictures of some crumbs on the couch, some crumbs on the floor, and sand on some surfaces. The only thing we did leave behind was one bag of trash and a cardboard box and it was indicated in the check out rules to have all trash removed. Again this was an honest mistake when your leaving a place and packing up kids some things get missed. She was so smug to send pictures of our “mess” and was incredibly rude in her email. If your running a business you treat the customer right, and we were treated...

Updated to edit based on owners response - this has nothing to do with the $50 charge that was not returned with deposit. We had small children, which Sue was well aware of, that did damage a small picture book and due to the lack of blinds in the bedroom, we draped sheets over the windows for darkness.

Communication with Sue Elliott was terrible from the moment that I booked the property. She was passive aggressive in every email response, beginning with a simple requests for check in directions and address of property.

The rental agreement that was signed did not match said requirements set forth by the rental company, therefore, charging me for garbage removal (even though they pass through $150 cleaning fee). BE VERY CAUTIOUS WHAT YOU SIGN WITH THIS COMPANY - they will utilize the agreement against you (and try to hold you to terms that are NOT outlined in the agreement)

The property description was misleading - the parking garage was filled with dirty / used mattresses, unit had sand throughout, shower remodel was poor and leaked all over the bathroom floor and random individuals flying drones in the backyard each evening disruptive to enjoying a "peaceful" balcony.

I genuinely feel bad for those that utilize this company for rentals. Taking inspection of property seriously is one things - treating guests this way is a disgrace to the owners of the properties - you're just giving them a bad name...

As an owner of several properties that Long Key Vacation Rentals manages, I have only positive experiences to report. Long Key has dealt with several 'interesting' requests, complaints and behaviors from guests over the 8 years I have worked with them, and has always handled these issues with professionalism and fairness. It is so important to me to have someone taking care of my vacation homes as if they were their own, since I'm 1400 miles away and can't be there to keep an eye on things. I have recommended Sue, Shawna and their staff to many other owners looking for a reliable management company. I've heard nothing but praises for them from guests who felt the Long Key Vacation Rentals staff was friendly, helpful, knowledgable and fair. Thank you, Long Key...