Kendall & Potter Property Management & Vacation Rentals

Operating in Santa Cruz County for over 50 years, Kendall & Potter offers a dual focus in the local real estate market, functioning as both a property management firm for long-term tenants and a travel agency for those seeking memorable getaways. Based at 522 Capitola Avenue, the company manages a portfolio of properties that attract a wide range of clients. However, customer experiences are deeply divided, painting a picture of a company with significant strengths in its property locations but considerable weaknesses in management consistency and customer relations.

The Appeal: Prime Locations and Potential for Positive Experiences

For travelers looking into vacation rentals, Kendall & Potter presents an attractive catalog of beachfront properties and holiday homes. Positive testimonials often praise the stunning ocean views and desirable locations of their rentals. One guest described their stay at "The Waves" in Aptos as a "fantastic grad celebration," highlighting the spectacular views of marine wildlife like dolphins, otters, and seals just feet away. Another reviewer celebrated their rental as a "beautiful home away from home" conveniently close to the beach, expressing a strong desire to book again. These accounts suggest that the company can, and often does, provide the foundation for a delightful coastal vacation. Some guests have even highlighted the unique, nostalgic charm of certain properties, noting that while the decor might seem dated, the homes are equipped with high-quality, updated appliances and ample cookware, making it easy to feel at home. The potential for an excellent stay is a recurring theme, with one client noting they had an "amazing experience" on a previous trip organized through the agency.

Helpful Staff at the Forefront

Another point of praise often centers on specific staff members. In multiple instances, an agent named Andrea is mentioned as being "extremely helpful" and "professional." This indicates that the frontline team is capable of providing positive and accommodating customer service. For many clients beginning their search for either short-term rentals or long-term leases, these initial interactions create a favorable impression of the company's commitment to its customers.

Significant Drawbacks: Management and Inconsistency

Despite the potential for positive outcomes, a significant volume of feedback points to serious operational issues, particularly stemming from upper management. These concerns cast a shadow over both the vacation rental and long-term property management sides of the business, suggesting a troubling disconnect between frontline staff and decision-makers.

Challenges in Long-Term Property Management

Prospective long-term tenants have reported deeply frustrating experiences with the application process. Multiple reviews detail a pattern of poor communication and unprofessional conduct attributed to a manager named Cyndi. One well-qualified applicant described being told they were the first and only person to apply for a property, only to be left waiting for over a week without any direct communication from the manager, who was allegedly "out of the office." During this period of silence, the applicant noticed the property's rent was reduced on the company's website, giving the impression that the agency was stalling to attract more applicants. Ultimately, the property was rented to someone else, leaving the original applicant feeling misled and forced to seek temporary housing. This experience points to a lack of transparency and professionalism that can cause significant distress for those seeking stable housing.

This account is not isolated. Another prospective tenant, who was transparent about their credit being in recovery but had strong supporting financial documents, also had a positive initial experience with agents but hit a wall with the same manager. The reviewer claims the manager was "extremely rude," failed to properly read their documents, and after realizing her mistake, still refused to take responsibility before cutting off all communication. After this interaction, the applicant researched the company, found similar complaints, and decided to secure housing elsewhere. These repeated issues suggest a systemic problem in the application and approval workflow, creating a significant barrier for otherwise qualified renters.

Inconsistency in Vacation Rentals

The inconsistency in property standards is another major concern for those considering Kendall & Potter for their travel planning. The same client who had a previously "amazing experience" reported a subsequent stay at a property in Aptos as "disappointing" and "horrible." Their detailed account is alarming for any potential traveler:

• Cleanliness Issues: Upon arrival, the house was described as "disgusting," with bathrooms that smelled of urine and were not properly cleaned. The carpets were so dirty they left the bottoms of their children's feet filthy.
• Pest Infestations: The family experienced a severe ant problem that affected their food in the kitchen, their children's toys in the living room, and the outdoor patio areas, making it impossible for the kids to play without being covered in ants. The house was also reportedly filled with hundreds of flies.
• Maintenance Failures: More than half of the electrical sockets were non-functional, with plugs simply falling out. This points to a lack of basic maintenance and safety checks between guests.

This stark contrast between two experiences with the same rental agency highlights a critical lack of quality control. While some guests enjoy pristine homes with beautiful views, others may arrive to find a property that is dirty, pest-infested, and in a state of disrepair. The only positive aspect the disappointed guest could mention was the view, which is hardly enough to compensate for such significant shortcomings in a premium-priced booking accommodations.

Final Considerations for Potential Clients

Kendall & Potter Property Management & Vacation Rentals operates as a business of two extremes. On one hand, it offers a portfolio of properties in highly desirable Santa Cruz County locations that can provide the backdrop for a wonderful vacation. On the other, there are significant and recurring complaints about management's professionalism, communication, and a concerning inconsistency in the quality and cleanliness of its rentals. For those looking to book a vacation, it would be prudent to inquire deeply about the specific property, ask for recent photos, and clarify the cleaning and maintenance procedures before committing. For prospective long-term tenants, it is crucial to be prepared for a potentially difficult application process and to advocate for clear, direct communication from management. While the company has been in business for decades and is BBB accredited, the volume of negative experiences suggests that clients should proceed with caution.