Océano Rentals - 83554 Puerto Peñasco

I reserved to stay about 60 days prior to stay thru VRBO. I tried cancelling, could not, advised to call VRBO. I did call VRBO and advised me no cancellation fees. I called back the property manager about it and tells me there is no way around the cancel fee. Given the fact that I had a reservation for about 4 days with the actual stay in about 60 days. Any given hotel website would have given a full refund based on the actual dates of stay being about 2 months apart. Nice way to rip people off, thanks, first and last time I use VRBO, (VRBO very helpul) its the property manager that needs to Collect!!!! Better off staying in hotels thru any of those generic websites, would not have charge me based on these circumstances.

We have rented from this place multiple times in the last 15 or so years. Generally, the homes we have rented have been good. However, the last experience was the worst we've had. The house we rented was horrible (see my review of "Dream by the Sea"). When we rented the place, Oceano dropped hints that the place needed work and was in process of being renovated. However, this place shouldn't have even been rented out, especially for the price we paid. We complained, but they weren't very accomodating. Only after persistent effort were we offered a different house. This house was very nice, but it shouldn't have been this difficult for them to accommodate us. In summary, before you rent with Oceano Rentals, review the place as much as you can, or just try to rent with a company that is concerned about their customers and their experience.

Let me preface this review by stating that I attempted to resolve these issues with the company on numerous occasions. First, I went into the office on the second day of my stay, second I called (twice) after that, third at check-out I expressed my issues and they advised to email them so that they can review and get back to me, which I did to no avail. I will detail my issues and their responses below. Let me be clear, I go to Rocky Point numerous times per year, I have stayed all over Las Conchas and the resorts and this was, by far, the most frustrating experience, not the house but rather the management response to my concerns. We arrived at the house to find that the refrigerator had just been turned on, so it was not cold yet (the freezer was just cold enough for us to put things in), however, after 2 hours it was obvious that there was something wrong. The office was closed and I attempted to call their emergency line only to have the calls dropped. I’m not blaming this on them, we decided to put what we could in the freezer and coolers and deal with it in the AM. We also noted and there was no Wi-Fi (even though their own website said the house had internet access), I called to discuss and they told me to use the neighbors, which was not available. There were no paper towels anywhere in the house; they said they do not provide those. In addition, my grill ran out of propane mid-cook the first night. I drove to the office to provide them with my issues. They had someone come out and fix the fridge, which was fixed halfway through my second day (they had to have two separate technicians come out to fix it). That same individual was supposed to fill the propane, he did not, I had to call back and he finally came just before dinner (again, the second day). The satellite TV did not work, we didn’t notice this until our second night (out of 4) and since we were able to get the DVD player working I didn’t want to waste additional time on my vacation complaining to them, I figured I would let them know my issues at check out. At checkout, I told them all of my issues. They wrote them down and then said “email us and we will talk to the owner and get back to you”. I emailed them having a feeling that they were just trying to get me out of the office so that they could ignore my emails. I was correct. I sent an email the next day when I got home and did not receive an answer. I sent a second email 24 hours after advising that I would like a response. They responded with “we will talk to the owner”. I send a third email asking when I would receive a resolution b/c I felt like they were just passing the buck. Within 30 minutes, they responded stating that all they can offer me is a 5% discount on future stay b/c they “took care” of the issues. They said that since the propane tank was replaced, the refrigerator was taken care of and they checked the cable and it seemed fine, that they couldn’t do anything more for me. They decided to ignore the Wi-Fi and, more importantly, ignore the fact that I had to waste my vacation time constantly calling them to fix things that were promised to me when I signed the contract. I again, replied in an email that there was no Wi-Fi or cable (regardless of what they said). The fact that they think that because they fixed these things there were no issues to address. They issued no apologies issues or any affirmation that my issues were just, they merely put up with me long enough to get me out of their office and back to the US, where they knew they would ignore my emails and hope I would forget. There are numerous home rental companies in Rocky Point. Use one of them do not use Oceano. They only care about your money, and once they get it, they will only do just enough to keep you quiet until you are stateside.

The reservation process via Airbnb was a positive one. Upon arrival there were a few disappointments. I was told I could do early checkin however once at the Océano office I literally had to go there 3 times to pick up the key as there was confusion in their part whether our condo was ready or not. Keep in mind that the Oceano office is out of the way and not near the actual rental. I understand that early checkin isn’t always available but the miscommunication was frustrating. At 4pm, I finally got the keys and was assured the condo was finally ready but that was not the case. Not only were there people working in the condo past 5pm which was an invasion of privacy and comfort but we couldn’t use the bathrooms because that’s where work was performed and we had to wait for it to set. After that, things went smoothly for a couple days but on one of the days we were locked out of the condo because the locks were failing. At the property there is no one to assist as everything has to go through Océano and they are not onsite. Eventually Oceano sent someone to fix the issue but after two days the issue was still not fixed and we were left at the condo without a secure rental as there was no lock at front door leaving us in a vulnerable state. We were locked out for hours without access to the condo, our personal property and late to our evening reservations. At checkout, Oceano promised to follow up and have management address the issue by providing compensation for our loss but we have yet to hear back. It has been a few weeks so I know this has been forgotten by Oceano but left us with a bad experience.

In all fairness this is the first negative response from a rental experience with oceano. I originally inquired about a property in corona del sol. It showed availability prior to renting. The office said the were redirecting reservation to corona del mar #214. We checked in to a condo that was visibly filthy. The couch was so bad I wouldn't sit on it because the stains were questionable on what they came from. After purchasing cleaning product I cleansed the hard surfaces with virus contaminant products. I went to the pool to swim and due to my age and the fact that I have ms....I reached for the guide rail to assist me. The entire rail came out of the cement and I fell on the first step which thankfully I didn't suffer a broken hip. This could have resulted in serious injuries. I am thoroughly disgusted in the lack of care in placement of my stay.

Bait and switch. I rented a home from these folks and they gave me an address on their response that showed a home on the street that was on the beach. When I arrived and picked up the key, they changed the address to a street further back and when I realized what they had done they refused to do anything to correct it. Instead of looking out my front window at a beach on the ocean I looked out the front window at a sand dune covered with brush and weeds. When I looked out the back in the direction of the beach all I could see is the back of a house that looked abandoned and in disrepair. I would never trust them again and would recommend that others do the same. They cannot be trusted.

I really enjoyed my stay here. It had nice amenities and the host was great. It’s a super location and such a gem of a place.

I booked at the last minute for the Christmas holiday and was thrilled to get a near beach rental. Our agent, Mario, went far and above expectations to make us feel at home. From him we learned about amenities and restaurants. He even contacted us on Christmas Day to update us about possible closures. I will definitely use this agency again! Thanks, Mario! Lisa Clark