Berkshire Hathaway HomeServices PenFed Realty: Bethany Beach

We had a great experience at Heron Drive. The communication and process was smooth. Stayed for 5 days with family and enjoyed our time at this property. It had everything you could need while staying at a beach house

7/22/24: In response to PenFed BH’s politely phrased rebuttal claiming that “turn days are quite hectic, and if things are missed”, why did the agent speaking with my husband and I over the phone the very first evening of our stay state that “the rental hadn’t been occupied in over a week, so perhaps the owner and/or his family has been staying in the unit” as a possible explanation? A week with a vacant unit doesn’t align with your alleged “hectic turn days” that may lead to missed cleaning procedures.

Additionally, my email reply with pictures (the same ones attached to this review) was confirmed through Microsoft Outlook as sent to Trina on July 17 at 1:39 pm. We have no idea why they were “not received.”

Re: your closing statement noting that you “don’t claim to be perfect”, we absolutely do NOT expect perfection. We understand that unanticipated situations sometimes arise. Yes, your company did “react to our guest complaints in a very timely manner” that first evening. However, NO other attempts to follow-up via phone, in-person, or email communication regarding our stay during our entire visit was made by your company. Nor was there any type of reparation, conciliatory gesture, or compensation offered to us aside from the initial one where you asked if we would like to have the cleaners come back (which we respectfully declined over the phone and clearly stated to the agent at that time why it wasn’t needed, due to the hour plus time we had already spent cleaning the unit ourselves).

Based on the above, we find it difficult to understand how you are able to define your response as “doing your best to rectify the situation.” For that reason, we are no longer able to give your company our the rental owner the benefit of the doubt as we stated initially. We are now changing our rating review to two stars instead of three. We will NOT in good conscience recommend this rental or your agency to others.

Easy to reserve the room. Badges and passes are not included in rental fees and must be picked up at a different location. Very nice condo and view. Air conditioner unit is located in bedroom closet and needs adjustment. When it kicks on it makes a very loud clanking sound that can wake you up at night. Owner may not be aware of this so I informed Berkshire when we checked out. Would stay here again.