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 Value for Money  2.0
 Rooms  2.0
 Cleanliness  1.0
 Location  5.0
 Security & Safety  5.0
 Service & Staff  2.0
 Food / Dining  1.0
 Total  2.8

"Pelican Executive 0 Poor Service - Switch and Bait pictures"

User Rating:  2.8
Reviewer:   P G. of Ottawa, Canada
Reviewed:   May 16, 2017  (see hotel reviews from
Traveled:   April 2017     Type:   Family
1 2 3 4 5
 Value for Money
 Security & Safety
 Service & Staff
 Food / Dining
Comments  (English):
The pictures and descriptions of the unit we thought we rented were on the company website. There was NEVER any mention that the apartment we rented was anything different than what was advertised.
Note how nicely decorated and clean the unit is with a) King size bed b) dishwasher c) Alarm clocks d) clean carpets.

What we got was anything but (See attached pictures). We got a student housing type furniture decoration, sticky floors, queen bed in master, no dishwasher, no alarm clocks,dirty carpets, no toilet paper holder in master bath. Filthy worn and ripped leather furniture (we covered it with blank to sit on it), outdoor couch furniture, dirty stove that I would not cook anything on, a bed in the master that would be a challenge for anyone with joint problems to get in and out of (sits on floor).

The good part of the service:
After first night the air conditioner in MB was brutal. We complained to Condo's concierge and it was fixed by the next night. (tough first night however)
We contacted Pelican about our unit and Customer Service tried their best the second day to move us to a different unit.
Pelican customer Service folks were friendly and apologized for our experience.

The bad part of service
Tried contacting the onsite representative when we arrived to show him unit, he did not take my call or respond to text.
Onsite person did respond to another text the following day to set up a time to move to a different unit.
The time frame provided by Pelican was a small window of time to visit and move (1pm-1:30pm) which would have really disrupted one of our two full days in NYC. We wanted something later in the day but Pelican declined and rented it as we would not stop our planned activities and be back in time. We were offered to move the next day, but again we'd have to cancel all our plans to move during a small window in the middle of the day. With only two days in NYC, we did not want to ruin one of the two days travelling back, packing, moving etc.

We've had very good luck over the many years renting vacation homes across the US, but renting from Pelican was the most disappointing experience we've had, simply because we were mislead on the actual unit and quality/condition of it. Had we known ahead of time the condition of this unit, we would not have paid to stay in it. Our assumption was based on your advertising we were getting the actual unit in the pictures. From a business perspective, representing a unit like that is not wise.

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