My wife and I stayed in a Carlton Landing rental during a weekend in the beginning of August. We were hoping for (and needing) a relaxing weekend and had heard great things about Carlton Landing. The community and the atmosphere did not disappoint! The people were amazing, the food was spectacular, and the views were incredible! Unfortunately, the stay in the rental and our experience with the rental management was not what we were hoping for.
When we arrived on Friday, the rental was clean and refreshingly cold. However, after coming back from the beach late Saturday morning and hoping to relax inside for a while, we entered to find that the rental was warm and actually warmer than outside. We turned the ceiling fan on and turned down the temperature as much as we could and then had to go outside because it was so hot and stuffy. We tried everything we could to get the A/C unit to cool the rental but nothing worked. We left multiple messages on the number for 24 hr. maintenance throughout the weekend (the number we used was given in an email, in the app, and inside the welcome binder). We also submitted a maintenance request Saturday evening through the app but never heard back from anyone in regards to the messages either of us left or the request we made. We also sent an email to Zoe, who had sent us our onboarding email, asking for help. The heat made it difficult to sleep both Saturday and Sunday evening (we couldn't fall asleep until early in the morning) and it made us not want to be in our rental at all which was disappointing since we had come to Carlton Landing for an anniversary trip and to have down-time to rest, watch some movies, cook together, and just be alone together (we have 3 small children at home) and not have to go out if we didn't want to.
We left on Monday with a soured experience but we were still hopeful that someone would finally reply to our messages and at least help us understand why all of our requests for help were not answered or acknowledged. We waited 5 days but never heard back from anyone. We then sent an email to Kayla and David who are the Directors of Hospitality and Operations, respectively. We waited, expecting a response but did not receive one until 12 days after our email and the day after I called and left a respectful voicemail at David's office. We just received a short email from Kayla saying: "I am terribly sorry for the experience you had. There are major changes happening in our community soon especially regarding the Rental Program." She also suggested that we could contact one of the residents we had met there in the next couple of weeks to find out about the changes. The reply and the timing weren't what we were expecting from a place that we heard so many good things about.
Hopefully positive changes are happening and no one else has to experience the neglect that we experienced. It really was a great community and atmosphere but I can't say that I recommend renting one of the houses through the Carlton Landing rental program. I waited for three weeks to write this review, hoping that I could share our honest experiences and also share how the rental management was attentive in reaching out to us in regards to the bad experience we had. We hope those who book a rental in Carlton Landing in the future will have a better experience than we did.
We do want to reiterate that the community and the atmosphere were awesome and we would recommend Carlton Landing in general, just not booking a rental through their program. read more