miguel T.
Our experience with Gale Vacation…
Our experience with Gale Vacation Rentals during a family trip to Punta Cana was extremely disappointing and stressful, largely due to poor communication, mismanagement, and repeated false accusations. This trip involved a large family group, with approximately 20 family members traveling from San Francisco, Houston, and New Mexico and staying across multiple units within the same complex. We were genuinely excited and expected professional coordination given the scale of the booking. Upon arrival to our unit, several issues were immediately noticeable and were reported promptly and respectfully through Airbnb: • Strong musty and humidity-related odor throughout the apartment • Visibly poor and unfinished paint work in multiple areas • Bedroom air conditioning not working initially • Stained towels and the need for one additional pillow To be fair, some items were eventually addressed. Towels were replaced, an extra pillow was provided, and the air-conditioning issue was ultimately resolved after follow-up. We acknowledged these actions in writing. However, the paint condition was never addressed and remained a clear quality issue for the duration of the stay. The primary problem was not maintenance—it was communication and handling. Instead of timely, proactive, on-site resolution, communication was defensive and dismissive. We were repeatedly told the unit “was not like this before,” which did nothing to address the actual conditions we were experiencing during our stay. This led to excessive back-and-forth that consumed time and energy during what should have been a vacation. More concerning was being asked to check out early and “find another place,” with a refund offered as the proposed solution. This was completely unrealistic given that we were staying as part of a large family group already settled in the same complex. We never asked for a refund or reimbursement. The record clearly shows that this option was offered by Gale Vacation Rentals and explicitly declined by us. The situation escalated further after checkout. Gale Vacation Rentals made multiple false accusations, including claims that: • We were dissatisfied with “everything” (not true; our concerns were specific and documented) • We asked for money back (not true; we declined the refund offer) • Airbnb threatened us with cancellation (never happened; no such message exists) • We yelled at staff or behaved aggressively (never happened) • We refused to pay the electricity bill or did not follow payment instructions (not true) Regarding the electricity bill: from the beginning, we stated we wanted to pay in cash. We went to the front desk around 11:00 AM as instructed, were made to wait, and were given unclear direction. Despite this confusion, we paid the electricity bill in full, and evidence was provided. The issue was miscommunication, not refusal. The checkout process itself was chaotic, stressful, and embarrassing, especially as we were heading to the airport. Poor coordination around the electricity payment created unnecessary tension at a time when guests should be departing smoothly. Most troubling is that these false statements were later repeated to Airbnb, resulting in disputes and attempts to discredit our feedback. As guests—and hosts ourselves—we find it unacceptable for a company to make serious claims without evidence, especially when the written message history contradicts them. Issues can happen anywhere. What matters is accountability, professionalism, and honest communication. In this case, poor coordination and misrepresentation turned what should have been a joyful family vacation into a frustrating experience. Based on our experience, we cannot recommend Gale Vacation Rentals. Future travelers—especially families or groups—should be aware that unresolved issues, defensive communication, and false accusations can quickly derail a trip.