Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hey BBB glad you exist. Beachfront only is a terrible company only out to take peoples money. Thats not the problem, I understand making money is great My stay with them was terrible and I posted a very fair review and they wont post it to their website. I think thats unfair that they can screen their reviews. Thats not how reviews work. They cant just choose to accept the good ones Its frustrating because they obviously read my review because I looked at their website and they changed all the stuff they had wrong.. haha I have screen shots of the website when I looked. The info was wrong Please help keep the playing field level and fair.

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have stayed at various locations that they have and all of them were in poor condition with some having mold and leaking windows. We canceled our last reservation which is a year out, but they refused to refund our deposit citing the small print in their cancellation policy. Never going back.

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I booked a vacation rental with **************** for their property at *****************************. The unit was infested with bugs, (roaches and termites) the termite infestation was so bad we needed to vacate the property. **************** managers were rude, unhelpful and truly didnt care about the level of infestation and will not refund me but want to give me a credit. I dont live in ********** and will not be using their services again. I have pictures and videos of the bug infestation and they refuse to give me any of our money back even though we had to cut the vacation short because of the uninhabitable environment. This business does not care about their customers and the managers-- ***** and ******* are rude and unhelpful.

  Business Response

  Date: 10/11/2023

  Guest checked into 2 bedroom 2 Bath Oceanfront property for a TWO night stay at 8:00pm - (check in time is 4:00 pm.) AT ~ 12:30 pm the next day, ***** calls to report termite swarm. This happens occasionally and it out of our control. Our housekeeping staff responded immediately, cleaned up the wings left by termites, re-cleaned property and changed all linens. Management offered refund of one night stay. Guest refused - demanded 100% refund, threatened negative reviews and here we are. The property was documented by pictures as clean before check in. This swarm which can last ***** min (check with ****** on this) is out of our control. We responded appropriately and swiftly.  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022 I booked a stay for my brother's bachelor party to occur in August 2023. In December of 2022 we attempted to cancel this reservation. To cancel the reservation, I allowed my brother's fiancee to cancel as I was committed to giving them the deposit credit as a wedding gift so they may have a romantic stay sometime. I thought this cancellation was confirmed via the phone call, but Beach Front said they sent out a email request on 12/17/22, which I did not receive. Then once we reach the 90 day out **** from the August 2023 reservation, I receive an email stating I have a stay upcoming. I immediately replied saying, "I thought this was already cancelled." Now, even though I am unemployed due to layoffs, they will not refund me the $9400 balance because it's within 90 days of the reservation, even though I'm willing to give them the deposit of $1400 with no services rendered. It's unethical business practices to: 1) not follow up with more than an email (which could easily get lost or not come through) to confirm a cancellation; I would expect at least a phone call or a second email after someone reaches out to cancel if following good customer service business practices. 2) to not send a reminder of a reservation (especially one which had attempted to be canceled) prior to the 90 day out window is entrapment, beach front deliberately waits until they entrapped you within their non-refundable window to remind you of your reservation (it would be much more ethical to send the reminder of a reservation 120 days out instead of 90 days). 3) Even though I've called them multiple times to try and workout a human-to-human resolution given the miscommunication which has occurred, and offered them a free $1400 (the deposit) for no services rendered, they will not refund me the $9400 balance and budge from their policy. It is not a better business practice to refuse to work with a person on a human level and come to a resolution on a miscommunication.

  Business Response

  Date: 06/07/2023

  Thank you **** for reaching out. We have done some research on this reservation. As a policy we are only able to cancel a reservation when we receive written confirmation from the guest who made the reservation, which in this case would be you. I am sure you can understand that to allow another quest to cancel your reservation could lead to some very unhappy situations. We have learned this ****** the hard way.

  We do sympathize with your situation and have made an exception in your case. We will be refunding you the remaining balance that was charged on your card on May 26, 2023.

  We do hope that you are able to come and stay with us at one of our many BeachFront Vacation Homes in the future.

   

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We checked into our rental Friday 2/24/23. The following morning when we tried to shower realized the hot water was not working. I texted the number provided asking for assistance. They sent a technician out to reset the water heater. We left for lunch, came back tried to shower again still no hot water. I called number provided and she informed me that it was after hours and she could not send anyone to fix it. We checked out the next morning Sunday 2/26/23 myself, my husband, and 3 children were unable to shower our entire stay due to extremely cold water. There was a storm that weekend so it was extra cold. I called, emailed, and left multiple reviews. I expected beachfront only to at refund at least half of our trip cost. Our total cost was $1,162.08 Beachfront only finally responded to me weeks later offering early check in on my next stay with them. I feel that early check in is not enough to make up for not being able to shower our entire stay. I do not plan on staying at any of their properties ever again. So early check in on next stay is not even an option. Thank you so much for reading.

  Business Response

  Date: 04/05/2023

  We are very sorry to hear of this frustrating situation. Beachfront Only Vacation rentals strive to meet and exceed our guests expectations. Every property is inspected before guest check in. Part of that inspection is to insure that the hot water heater is functional. The inspection report on  Friday 02-24-23 shows the following: 
  04 Checklist
  ? Is the hot water working? Check multiple sources (kitchen and bathroom). Record Water
  Temperature.
  I forgot my temp gun at home but water is hot to the touch with some steam rising

  When guest reported no hot water we sent our tech out to repair.  We were not aware of an on-going problem until we received a critical review. At that point our senior manager reached out to guest and offered a complimentary Early Check in and Late Check out on a ***********.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start off by saying. I NEVER write reviews because I come from 16 years in the hospitality industry and I understand that sometimes things happen that we cannot control. What is truly upsetting is how the issues were handled upon them hearing about them. Let me start by stating my expectations. 1. To check in on time. 2. To come into rental space that is CLEAN. 3. When or if a problem arises I want it handled with upmost grace.I don't think these are high expectations. These seem to me to be the basic levels of hospitality when I am spending an outrageous amount of money to come to this event. SOOOO......Let me tell you how it actually went down. First. We were not able to check in on time.(we got there on time but we had to wait 40 min until the cleaning crew were done) NO consolation was given for this inconvenience. Second. There is no way on earth you could tell me that this house was clean. There was all sources of bodily fluids all over this house. BLOOD, *****, DIAHERA. I wish I was making this up. And I think throw up I'm not sure. Let me not even start about the leftover food splatters all over the kitchen. SOOOO....if you are okay moving past all of that lets talk about all the other problems that arrived during our stay. 1. The air-conditioning was broken. We SOLEY booked this particular place because it had air conditioning in the main living areas since we were planning on staying at the house the whole time during our stay. So in conclusion let me tell you about how this experienced was handled. 1. ZERO communication. When I tried to call I was directed to an over seas company who said the "management" company would give me a call in the next 48 business hours. Mind you I was staying at the property on the weekend. It took me and my family several hours of our precious vacation time to track down these people. They were unwilling to help us. Things got so bad that we had to move out of the house. They refused to help us with our search.

  Business Response

  Date: 10/04/2022

  
  Thank you for taking the time to alert us to the issues that occurred during your visit.  I want to reassure you that we hold ourselves to the highest standards of cleanliness and care and strict processes in place to ensure our properties are fully ready when guests arrive.  I am very sorry that we may not have met that expectation before you checked in.  
  After reading your letter I think we share the same expectations as you do.  We expect all our properties to be ready by our guaranteed check-in time, we expect our properties to be not just clean but spotless, and when a problem arises we expect to address the issue as quickly as possible.  After reviewing the text messages that you had with a representative from our company, it looks like our response time to your questions was almost immediate.  Including those prior to your arrival.  I recognize that you spoke to someone at an overseas location but I assure you, they are very much part of our team and we rely heavily on them to help communication flow quickly between ourselves and our guests.  Also, from the conversation we had with you over text messages, you did refer to a red substance that as you mentioned, could have been blood or salsa.  The pictures you sent us did show us what you were referring to.  Unfortunately, at no time did I see any mention of diarrhea or *****.  I wish we had known about that as well.  But unfortunately it did not seem like that was an issue at the time you messaged us. 
  I did look further into your visit and found that we did provide a complimentary upgrade to another property so that you and your guests could be comfortable.  We recognized that the home you originally rented was not up to the standard we expect from ourselves and offered to move you to another property that was more comfortable.  I am so glad that you accepted that offer and I hope you and your guests were able to enjoy the magnificent ocean views and direct access to one of the top beaches in ********.