We rented a beautiful beach house in Destin Florida, and paid a lot of money for it. Some of the major selling points were the heated pool on the roof and an elevator in the 3 story rental for our mom. We arrived early and asked for an early check in which we were denied even though there was no one at the home. They told us to check out the beach but we were unable to because of an unknown bike lock on the gate that we couldn’t access, that they said they would “look into”. Once we gained access to the home we realized that there was definitely not enough basic necessities to get us through the week, toilet paper, laundry detergent, paper towels, dish washing pods etc and the elevator did not work. Their website says that “they recommend bringing your own beach towel” which we didn’t get until after we paid for the home. When we arrived to our beachfront condo there was literally NOTHING for the beach. No towels, no toys, nothing. There wasn't even hooks in any of the 6 bathrooms for our bath towels or any hooks outside for our wet beach items. There was also zero cleaning supplies. So we had nothing to clean the house/kitchen while we were there. Seeing as we traveled from across the country, we weren’t bringing these things with us. Their website should say that they provide NOTHING other than dishes. There were no blankets in the house except the comforters on the beds. We asked for the pool to be heated and as we arrived we were notified that it was broken and it wouldn’t work but that they were working on getting it fixed. After reviewing previous reviews on VRBO, the month prior they were also dinged for the pool not being heated. The heater and the elevator were never fixed and we were never provided any updates on when it would. When we asked about all of the above we were met with zero customer service, we paid a lot of money for this house and they could care less about our experience. We were told we were responsible to provide our own cleaning supplies, towels, toilet paper … which I have NEVER experienced at any rental before. After ALL of this we asked about a late check out, we were told at the beginning of the week we would have to wait and see if anyone was renting after us, no one was, and we were told that we would have to pay $75 for 2 additional hours, anything more than that would be chargers for a full day. We travel a lot and have never been so disappointed in a rental than this. The house and location is amazing and the rental company is ruining the whole experience. They do not accommodate renters nor make the house feel homey at all. I will never rent a home managed by this company again. I wish I could let the owners of this property know how horribly they are managing their beautiful home. Worst customer service I have ever experienced.