Isle Blue Reviews

Name: Isle Blue
Address: 1209 Churchill Downs Drive, 1209 Churchill Downs Drive, Waxhaw
Rating: 4.73

4.7 Rating 917 Reviews

94 %

of reviewers recommend Isle Blue

4.7

Based on 917 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
On-time Delivery	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	2 - 3 Hours
Customer Service	4.6 out of 5

About Isle Blue:

Isle Blue is the luxury villa specialist featuring the finest villas and vacation rentals around the world. Our guests receive expert advice, dedicated concierge services and full support services. Best of all, our vacation home rentals are 100% secure against fraud and not subject to booking fees.

Visit Website

Phone:

704-256-8327 x 4004

Email:

rob@isleblue.co

Location:

1209 Churchill Downs Drive,
1209 Churchill Downs Drive
Waxhaw
28173

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Isle Blue 5 star review on 24th February 2025

Terri

542

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“During my stay at the Encore Villa in St. Martin from June 29 to July 6, 2024, I noticed several issues that should be addressed for the villa to be a top-notch rental property. Firstly, the air conditioning in the main house, where the kitchen and living rooms are located, wasn’t working. Additionally, the lights under the cabinet in the main kitchen were not functioning, making it difficult to see at night, especially when we had a chef cook for us. The kitchen can opener was rusted and needs to be replaced. One of the six fans in the lanai area was also not working. The weight room had old rusted weights. The mirrors in the weight room need to be replaced. Moreover, the outside shower had grass growing through the tile, and the water pressure was consistently very low, with a 60-minute water outage. Although the maintenance man, Clayton, promptly restored the water with improved pressure, the internet quality in the home was poor, and we were not informed that the internet was spotty and of poor quality making television unavailable. We also encountered issues with the coffee maker, which was eventually replaced after reporting it to the maid on day 3. Furthermore, there was inconsistency with the maid's arrival time, and there was a disagreement regarding the changing of a guest’s sheets on their bed. In addition, I experienced challenges with the maid when she offered to wash my clothes, as they were not washed properly and were returned wrinkled, with denim marks from my blue jeans on my white shorts although I separated the loads of clothing. My friend’s clothes were thrown on the counter, wrinkled as well, for all to see. I also observed that the maid declined to wash another guest’s clothes, citing a holiday 4th of July although it’s not observed in St. Martin and she’s Jamaican. There was a lack of liquid hand soap in the bathrooms. Furthermore, there were discrepancies with the transportation arrangements, as we encountered unexpected additional charges and felt that we were overcharged. Although the landscaper and maintenance man provided excellent service, I believe that reprimands or termination of the maid (Merline), concierge (Giovanni), and drivers (Eugene and his father) should be considered due to the unsatisfactory treatment we received. Overall, while the villa had certain issues, I appreciated the prompt attention and action by the maintenance man and the landscaper. Upon taking 7 of the 9 guests back to the airport Eugene confronted my family about not driving us to dinner the night before for $270. Additionally, when he dropped us at the airport he purposely dropped them far away from the departure area. This was unacceptable behavior! For the cost of almost $10K, for the week, the Encore Villa needs to be better maintained, and the service of the employees should be improved! The employees shouldn't be greedy! I believe these were Sotheby's employees.”

Helpful Report

Posted 7 months ago

“I have details, but this states the review must be short. Initial contact with Isle Blue was promising, leading me to choose them over Villas of Distinction. However, after full payment, I was assigned a different agent, resulting in communication and coordination issues. Despite my providing detailed information, there were delays and discrepancies in responses. The agent's lack of attention to detail, blame-shifting, and failure to observe the contractual discrepancies added to the frustration. Transportation details were overlooked and were caught by me rather than the agent. In a fitting twist at the end, the last message I got from Isle Blue arrived an hour before we were departing to head back home from the vacation, it stated that they were still trying to confirm our transportation to the airport. I was expecting that Isle Blue would help me by providing attention to detail, but they seemed to be a go between that I had to manage along with my guests.”

Helpful Report

Posted 10 months ago

“Saline Reef....while it was a beautiful setting, island and villa....better check the mattresses before you sleep. We were commenting on how comfortable they were and wondered what brand they were. When we peeled back the bedding we discovered many many stains of who knows what. Complaints fell on deaf ears. We spend the rest of our vacation on the couches. That was in 2021. I wonder if they've changed them yet. Another complaint - there were people there all the time. We couldn't get rid of them.”

Helpful Report

Posted 11 months ago

“We found them officious and inflexible”

Helpful Report

Posted 1 year ago

“There was several breaks in communication from Isle Blue and the villa: Instead of food being selected for just the arrival dinner and the next day; the staff needs the first 3 days selected upfront. Allergies were also a miss. Staff didn’t have allergy list for food. Amex is not accepted at the house — I wish this was communicated prior, also expectations to bring cash for a tip for the staff. The wording in the site of the 23% service fee was made to believe that went to the staff if we chose to use the chef services. That is not the case.”

Helpful Report

Posted 1 year ago

“The staff was very friendly and anything we needed, they did their best to supply. That is the only reason this is 2 stars and not 1. The communication between Isle Blue and the Villa needs improvement. When we arrived, the villa was under the impression we didn’t need food services everyday and they only have enough food for the first night and breakfast the next morning (that’s what we preselected). We had to scramble to set up lunch and the next dinner. Isle Blue needs to start communicating with the paying guest 48 hours of meals, not just the first night. This caused a massive hiccup for 10 people. Also, allergies were not relayed making the first night tough for two people on our trip. Another odd encounter, Isle Blue provides the pickup car from the airport but not the return car back on departure. That’s ok, but the company they use for arrival, isn’t the same company we pay for on departure. This also caused hiccups throughout the week. The bathrooms need maintenance as parts and pieces in the showers have been neglected. Tile is missing on the pools. Ants all over the main level — when you see the location it’s breathtaking and truly gorgeous. I just hope Isle Blue gets it together and corrects some of these hiccups. We had some rat issues. They were called opossums however in North Carolina, we call them rats. Running all over at night, dining room, outside by the pool etc. I also agree with the previous review feedback regarding towels and plumbing issues. The towels were not great - would have expected nice large fluffy ones in a property of this calibre (including the pool towels). The plumbing was also problematic.”

Helpful Report

Posted 1 year ago

“I was disappointed in the the lack of support and communication provided.”

Helpful Report

Posted 2 years ago

“The trip was wonderful, The house we great and the staff on the ground was great. The pre trip "concierge service." was weak at best and not concierge service, but more of a "you can do that through our website" process. 2 examples. We wanted to book multiple massages at the same time. The site won't let you do it. So time wasted trying to book, then multiple emails back and forth to get it booked. Second issues. Days before trip, received email that we need house insurance. I pick the level of insurance and checked out. The next day I got another email saying I had to pick the next tier because of the house level. Yet again logged in (with issues) and added the next level. Just clunky, why not prescribe the level required the first time. Lastly when we got home the charges we scattered out on our card, so trying to figure out what charge went to what was a process, vs just having an invoice or having all the charges come at once with a portfolio of charges. I'm not sure what value Isle Blue provided.”

Helpful Report

Posted 2 years ago

Good day Thank you for your feedback and suggestions. We are grateful for ideas on how to improve our client experience. We are delighted to offer the best in class vacation planning and guest support platform in our industry. Along with offering the finest villas in the world, we offer clients the unique ability to plan out their vacation experience all on one platform in an efficient way that saves hours of planning. We offer extensive list of curated experiences and services to optimize the vacation experience. Guests can book fast track transfers, rental cars, transportation, chef services, in villa spa services, charters and fabulous experiences. it is our mission to provide the latest innovation and IT solutions to our guests that include complete control and real time access to vacation planning tools. We understand that certain unique circumstances may arise that require additional assistance and instructions that we provide may be overlooked. We have forwarded your comments to our Experiences team to find solutions for these unique circumstances and improve communications of instructions. Thank you once again for your insight. Happy travels.

Posted 2 years ago

“I was not told the truth about the property we rented and no one responded when I asked for assistance.”

Helpful Report

Posted 2 years ago

Good day Chuck, Thank you for your review. I will be happy to address your concern. Please note that you did not reach out to our company but I understand that you communicated with the local property manager. For your clarification, at no point do we advertise the property as a beachfront property or has access to a beach. The initial villa you reserved was a beachfront property but you cancelled that reservation and booked the other property without our input or consult. You may have conflated the two properties. We do appreciate your feedback.

Posted 2 years ago

“Pretty much all Isle Blue did was have a good website with pretty photos. There was not much help planning things for our trip. The beautiful hot tubs at the house never worked the entire time we were there. I would not use this company again.”

Helpful Report

Posted 2 years ago

“No ac in the common area …. We were over taken with bugs/mosquitoes. The shower was inadequate. The house keeper was great.”

Helpful Report

Posted 2 years ago

“House was beat up Service terrible No cleaning services View not the same as posted - overgrown hedge Cockroaches in kitchen”

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Posted 3 years ago

“This vacation home was very nice for our honeymoon. The air didn’t work On arrival as well as dryer so service men were in and out the first 48hrs of our honey moon. We was suppose to get a 2 day refund and never received it. The only reason I’m giving it a 2 stars because they have not settle on what they agreed to do.”

Helpful Report

Posted 3 years ago

Good day TaQuita, Thank you for your comments. We were unaware of your situation and refund offer by the property manager. We will be happy to look into it and get back to you promptly. Our apologies for any inconvenience.

Posted 3 years ago

“The concierge wasn’t very responsive to some of our questions. Overall I’d rather book through VRBO because the service left a lot to be desired.”

Helpful Report

Posted 3 years ago

Good day Katie, Thank you for your review. I looked into your account. While our concierge readily replied to your emails promptly and set up your arrival logistics and coordinated your chef services promptly, we do see there was a delayed communication when you asked about a cancellation and postponement. There is an inherent delay in these communications since we need to await a response from the property owner or manager. Unfortunately it can take some time to get a reply from the property. We do apologize for that but the cancellation and postponement policy is set by the property itself. It is not our policy so we must defer to the owner representative. We wish you the best in your future travels.

Posted 3 years ago

“Not impressed they were not nearly as good as other firms I have dealt with. They did not inform me when COVID 19 requirements changed for Turks and Caicos. They did not inform me that the menu that was sent to me was for a chef who would not be at the house and that the current chef could not make anything on that menu. I dealt with 5 different people over the course of planning. they did not inform me that because of hurricanes the beach that was at the house was gone and that the water camr right up to the wall.”

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Posted 3 years ago

“Upon arriving we learned that the Isle Blue local concierge who was supposed to meet us at the house could not come. They also did not arrange for the departure transfer like they were supposed to. The actual villa manager was amazing and fixed this for us but Isle Blue did a terrible job with communication. Also, Isle Blue told us there was a $5000 deposit for food required. The villa chef and concierge were told to spend all of that budget and said that was so much more than normal and had no idea we were required to pay this. Terrible communication which resulted in is spending so much more on food than required. Advice - book directly with the villa and don’t pay for an agency. Never again.”

Helpful Report

Posted 3 years ago

Good day Kristen, Thank you for your review and we are sorry to hear about your experience. We will look into this matter and get back to you. In regards to the food deposit, this is not our policy but set by the property. Under no circumstance did we instruct them on how to spend the deposit and certainly not to spend all of the budget. They are only to cover the cost of food and beverages associated with the chef service. They are to refund you any unused portion. That is a blatant misrepresentation by the property and one we will correct for you. We will look into the arrivals issue as well. We are terribly sorry for this and will get back to you promptly once we have answers. Thank you for providing this critical feedback as it allows us to properly address a property's performance.

Posted 3 years ago

“We were not honored what was agreed. Very sneaky and misleading.”

Helpful Report

Posted 7 years ago

Thank you for your feedback. We are very sorry to hear about your impression. I looked into your stay and it appears that your dissatisfaction arises from the use of the concierge credit that was extended to you. Please note that due to security and liability, property owners need to authorize vendors. Therefore, the credit can only be used on authorized vendors. I know you wanted to use the credit on non-eligible services but the credit can only be applied to vendors that are authorized to enter the property. As we noted, we made an exception to your situation and will apply the unused credit to any future bookings. If you have further concerns, please contact us and I will be delighted to assist you. Thank you once again for providing feedback.

Posted 7 years ago

Isle Blue is rated 4.7 based on 917 reviews