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:06/01/2023

  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.

  My family and I rented a property from Roelens Vacations in ********** back in September 2022. Hurricane *** was about to hit the area and my family and I decided to leave the area and agreed with Roelens Vacation on the transaction which included a refund for the unused days as it states in this email:" Hi ********,The refund will be processed by the accounting department once the operation is already back to normal and this will be credited back to your account since the payment was made through your credit card. Please let ** know if we will proceed with the refund so we can take note or we will transfer the funds to your future bookings. As I've mentioned on a separate email, Villa Geckos Perch as advised by the property manager is still good for your stay today, but you can always reach out to the property manager for further home related concerns.Warm regards,Makie Roelens Vacations, ********** Florida"Just to clarify a couple of points on that email:1-I answered back accepting the refund to my credit card 2-I followed up several times, by email, phone and text, with no answer 3-The property was uninhabitable due to roof damage, water damage inside the house and no electricity to run a/c or appliances.We are in June of 2023 and the refund has not taken place.I spoke with a person who was the property manager when I was in the house and does not work with them anymore and told me that the way this company handled the Hurrincane *** issues with the customers was unacceptable; and I agree. We were not vacationists, we were locals transitioning to a new home.I expect the refund of the moneys owed.Thanks.

  Business Response

  Date: 06/02/2023

  Dear *******************************,

   

  I'm sorry this got lost in the shuffle, however, as I received this message from you I proceeded with your refund. Please let me know if there is anything else I can do.
  

  We have processed a refund for your vacation reservation. Kindly contact ** with any questions at ************. 
  
  Refund CC 06/02/2023 ($351.23)
  
  
  Warmly,
  Roelens Vacations 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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 rented a house with an outdoor kitchen. Couldnt use until our last day there. Obviously, a storm came through. All plugs in kitchen and main bedroom didnt work. Not fixed until final night there. Other issues as well. Contacted rental agency to no avail

• Initial Complaint

  Date:05/01/2023

  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.

  Good Morning,Renting a house in Florida and had to cancel due to wrong dates. Emailed in my cancellation and I am being told that I would not be refunded my down payment of $ ******. Roelens had told me that it is nonrefundable. After reviewing the contract again I am not seeing where it says that the down payment is nonrefundable. I would not have signed the contract if it did state this. Could you please take a look at the contract and let me know if I am not seeing where it says nonrefundable. If I am correct Could you please let me know how I would go about getting my money back. Thank you,*********************

  Business Response

  Date: 05/23/2023

  CANCELLATIONS, CHANGES, AND NON-PAYMENT.
  Travel Insurance is recommended.
  The Guest may cancel by providing written notice in accordance with the terms of this
  agreement and subject to the following fees:
  A non-fundable $49 processing fee at time of booking
  30% percent of total rental charges if not within 3 days of booking and at
  least 14 days prior to rental period.
  100% percent of total rental charges if less than 14 days prior to rental
  period.
  An exception applies to 3rd party reservations (travel sites, et al), which
  are governed by the terms of the 3rd party agreements.
  Changes to reservations will be accommodated based on availability. Refunds are not given
  for unmet expectations, weather, natural disaster, personal, or other related reasons with an
  exception of a government-issued agency mandatory evacuation. Roelens reserves the right to
  refuse service to anyone, to the extent permitted by law.
  AG
  I have read the above Cancellation Policy Terms.
  

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My famiy rented a home through ROELENS VACATIONS RENTALS (Res #*****). We stayed at the rental property from 3/9- 3/16/23. We paid $6;649.86. Roelens advertised pictures of a beautiful, clean home with many ammentites, and listed the rental on thier sites as: "Villa Coral ****** is brand new. We just finished buying new furniture....." They also committed to a property manager stopping by to introduce themselves and a team to help ** if we had any issues. We called the office starting on our first full day inquiring about a leaking fridge, broken dishwasher, no coffee pot and socks found in the bedding. We had to call numerous times before we got a call back. The issues continued through our stay and we continued to be told "someone will call you" with no delivery. After an ant infestation and discovering no outdoor lighting making the lania unusable, we called the office demanding a call back. We finally got a call from the director on the day before we left; she was apologetic, committed to looking into why we didnt get support and a financial resolution. She told me she would follow up and gave me her personal number. I have since been ghosted. No return calls, emails or texts. Now, we are seeing several reviews from folks that stayed at this property weeks before we stayed complaining about ants, leaking fridge, no coffee pot and lights not working. Roelens commented on these reviews stating they would address. We had MANY issues with the property, including but not limited to: -undisclosed damage to exterior of home including garbage, broken screens, scraps, cigerette butts -A badly leaking fridge - A broken dishwasher( we handwashed for 9 ppl our whole stay) - ********* pot for our first 4 mornings -Ants in suitcases, bathroom, kitchen, even crawled into kid vitamen bottle - NO lighting on deck, lanai and pool making outdoors unusable at night -socks (not ours) found in sheets upon arrival -broken bikes, worn funture, broken cabinets and more

  Business Response

  Date: 04/11/2023

  We regret your experience did not meet your expectations.  As a gesture of goodwill, we would like to offer you a credit of $797 for your stay at the property.  I assure you that we take all complaints seriously and we will work to address the issues you experienced to ensure a more positive experience for future guests.  Thank you for bringing these issues to our attention.

  Sincerely

  Roelens Vacations

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19871547
  
  I am rejecting this response because: 
  

  I have accepted the offer to be reimbursed via email and have not received payment. If the goodwill offer to reimburse the $797.00 is true, please respond to this message as to when you will be processing the payment. The only thing Ive received from Roelens is an email from the payroll department with a waiver stating I need to delete this complaint history on the BBB website, as well as commit to never leaving an honest review about our experience with Roelens on any social media. That does not feel ethical to me. I agreed to update the Better Business Bureau if Roelens made the payment promised a month ago. I am seeking the payment I was promised without stipulations. Please pay the money you owe **. 

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/28/2023

  I have not received any refund from Roelens. Ive Only received the attached waiver stating that I needed to delete this comment from BBB in order to be paid the money I was owed, plus never tell the BBB about the waiver and to never leave an honest review about our experience with Roelens on any social media platforms. I agreed to fairly update the BBB if they made due on their commitment to pay the refund, but I did not feel it was ethical to sign the stipulations in order to be paid. 

• Initial Complaint

  Date:03/16/2023

  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.

  01/14/23 I arrived at Turtle Cove to find the cleaning service leaving the property with the house wide open. I went to get the key but it was not there. The property manager brought one late that night. Next day the ** showed up for a walk thru and I was told the the dryer was broken and would be fixed three weeks later I called and told them if I didn't hear from them on the dryer that I would go and buy one, so I did and the next day the truck showed up with a dryer from them( they called me after the truck was gone to tell me that a dryer was coming that day and would I be there) know I have another problem to deal with the dryer I bought. So for three weeks I had to go to the laundry mat NOT what I wanted to do). Next the pool when I arrived was dirty and also the pool deck they had to come and power wash the deck and the pool service said it looked like the pool had not been serviced for at least two months the pool service took many trips to the house to get the pool ready (two weeks). On the walk thru I also pointed out items that needed attention , the ** said yes , I will have the handy man come and fix the items . Again no one came out , and I was there for two months .I do not know why anyone would do business with all the complaints , I am sorry that I didn't look up this business , this is my fifth rental including a rental in ***** , and his is the worst company to work with . They assured me two weeks before I was to arrive that the house and the pool were ready for me. I believe that the employees had a sheet that they read from all the reviews sound like the same response . They can not have walked thru the house before we arrived and if they did shame on them . I would not invite company to my house if my house was as dirty as this house , if they couldn't get it in livable condition then they should not have rented it out.I can see that I won't get any compensation as this Roelens is not an honest company and all of us are just cry babies to them

  Business Response

  Date: 03/24/2023

  We understand your disappointment but want to clarify the situation you had to experience.

  On your day of arrival, the home was cleaned as a turnover and the departing guest left the cleaner in. The cleaner as well left and let you in without closing the door.  Unfortunately, the same night you had to figure out that there was no key in the lockbox, because the departing guest accidentally took them. The same day by 11pm our PM dropped the key into the lockbox to make sure you feel safe and can lock the door.

  The former guest broke the dryer, and we ordered immediately the same day a new dryer, but because of delivery delays it took nearly 3 weeks,even we change twice the order to get earlier a new dryer in.   Additional we had to experience the same delivery issues with the pool heater parts as well and we do not have any influence on third parties delivery schedules. We still have to deal with backup orders and delivery delays due to hurricane *** and feel very sorry for that.
  
  We hope you could solve the issue with the dryer you have ordered, but as the guest you are not supposed to purchase appliances and if you would have been contacted us upfront, the issue wouldnt have occurred. 

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising 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 rented this property from 2/1/23 - 2/28/23 -- this property received extensive damage from Hurricane *** in Nov '22. I called Roelens twice after *** and before 12/18/22, which was the due date for the last premium required of $9,136.21 out of a $11,847.61 total. In both conversations I was assured that the property was unaffected and that others were currently renting it in Dec '22 and Jan '23. I was told that if anything was wrong or different from the contract as pictured from the website they would notify me. I was offered in late Jan an early check in for $55.75 which I paid. Upon arrival the property was very dirty inside and out, and the pool filter/heater were not working and the dock was unusable/unsafe with missing boards and missing metal framing from the boat hoists' canopy. After speaking to the property manager she sent a cleaning crew over on 2/2 for a very thorough cleaning and we were informed that the pool person would be coming to clean and repair the pool heater/filter. On 2/20/23 both the pool heater/filter were fixed however the dock was not fixed during the entire duration of our stay.These are the facts -- here are the issues that I have.I did my due diligence of calling ahead multiple times to make sure the property was still in the condition that the website represented given the storm that had taken place. I was assured that it was, which led to me sending my final payment to complete the almost $12,000 rental. Upon arrival, the condition was absolutely NOT in the condition that I was told that it would be. Most notably the pool was not in full working order for over 70% of the time I was there, and the dock/hoist was not repaired for 100% of my rental rendering it unusable for the entire duration. This led my wife and I telling family members to not to join us, further limiting our intentions and use of this property which sleeps 8.I am seeking 25%, or $3k, of my rental fee as a refund for this gross misrepresentation.

  Business Response

  Date: 03/17/2023

  To begin with, Id like to say that we are sorry for any inconvenience you experienced during your stay.
  In terms of cleaning:  Our Property Manager ****** was there; the house was not dirty.  ******************** even told her that his wife is OCD, and she had a white wet paper towel and was going above each door frame inside. We called the cleaners right away to go back and told them to make the guests happy. They spent 3 hours there cleaning every single blind, each door frame, down to the bed frames had to be wiped down. The couple has a granddaughter who has an auto immune, so everything had to be sterilized. The cleaners did that and did not complain about it being excessive.  We have a text from ******************* staying that they were happy.
  Regarding the pool; the pump was replaced as part of routine maintenance. The owner had his own pool guy, so he was aware of the need for a replacement and had already contacted them. It took a few days, but it was installed and ready for Mr. ********* granddaughter arrival.

  Please know that we take your feedback seriously,

  Sincerely,

  Roelens Vacations

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19585039
  
  I am rejecting this response because: per the facts that I raised in my original complaint, ie., my 2 phone calls prior to final payment, the pool pump and heater not in working order till 2/20/23, and the dock totally usable. So, we were never given the opportunity to know prior to our final payment due on 12/18/22....  as for the cleanliness per ******* responds, *************************** was never there personally, and that is really not the big concern on my part, they did fix the cleanliness.... I never saw her in the 28 days that I was there... Also I have a text message from ****** stating she would as least reimburse us for the early check-in and the cost for the propane... But of course this is a "she said he said" situation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/07/2023

  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 rented a property from Roelens Vacations, for the month of Feb.2023. Prior to our arrival I asked if there had been any damage to the unit from the hurricane. There was no response from them. On our arrival Feb. 1, it was evident that there was damage to the whole complex. Our unit had tarps taped to both bathroom ceilings, and the masterbath had the vent ceiling fan removed. There was water pooling in the tarp in the main bath. The first morning we walked the property we saw that the pool deck was tore up in a state of repair. This had been going on since November, were told by a permanent resident. We tried to call the rental people, and they would text or give us answers, like " we will check on that" or "talk to the *** about that" but they never voluntarily called us back. As the month went on so did the pool work. Also the dishwasher started leaking, and the closet doors fell off an hit my husband in the head. We finally got some response when we stopped in the office face to face, and the girl at the front desk said she would talk to someone, and promised to call. She did call us and sent out a repairman. He drained the water out of the tarp in the one bath room, and put the closet door back on, but said the dishwasher was unrepairable due to no parts. We continued to reach out about the pool, and asked if we could be compensated for some of our rental since that was the main amenity of this vacation we wanted. No word back. The pool opened Feb. 22, and we checked out on March 1, we basically used the pool one week of the month. I have continued to reach out about some sort of compensation, and also reviewed them on their website. But no one calls back.

  Business Response

  Date: 03/08/2023

  We apologize for the inconvenience during your resent stay with us.  We understand your concerns regarding the damage caused by the hurricane and the ongoing pool repairs.  We were responsive to your calls and our property managers *************************** and *********************** were in constant contact with you of the status of the repairs. 
  Regarding the issues with the dishwasher and closet doors, we regret the inconvenience caused and have taken steps to ensure that such incidents do not recur in the future.  We appreciate your patience and cooperation in letting us address these concerns promptly.
  As for your request for compensation, we apologize for not being able to offer you any at this time.  Unfortunately, the circumstances were beyond our control, and we were doing our best to address the repairs as quickly as possible with the ****  We understand the pool was an amenity for your vacation and we regret that you were not able to use it to the fullest.
  We thank you for taking the time to provide us with your valuable feedback, and we will work hard to improve our services in the future.  We hope you will consider staying with us again in the future and give us a chance to make it up to you.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19548209
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service 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.

  This place refused to talk to me after the hurricane regarding a reservation made ****. They would not refund any of my money. They refused to acknowledge the condition of the property. I was forced to contact Airbnb for information. THEN: 2 days before we were to check into the house, they refused to supply me with the door code for entry. Upon our arrival to **, the day we were supposed to take possession of the house, they notified me VIA messaging on Airbnb that the house was unavailable leaving 8 people without a place to stay. Further, they were of NO help to assist me in finding another place nor did they even offer that as a consolation prize. This place is reprehensible and needs to be shut down. They sucked before ***.

  Business Response

  Date: 02/28/2023

  We are so sorry that you were not able to enjoy your trip due to the water main break, which we were not aware of until the night before your arrival. The property manager reached out to you via Airbnb and informed them that the property would be unavailable for rent because of this issue.
  We understand that this was an inconvenience, but we believe it's important to let you know exactly what happened: during an inspection of the home before it was rented out, our team found a leak in the water main leading into the house which caused flooding.
  We reached out to Airbnb on your behalf so that they can process a full refund.

• Initial Complaint

  Date:02/20/2023

  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 rented a home in ********** in March 2022. Months after the hurricane, I contacted Roelens to inquire about our home and hurricane damages. I was informed that the property was fine and I didnt need to worry. When we arrived here yesterday, the whole lanai was gone and the shade and most of the trees are gone. We have a dirty pool and bugs and no shade or protection. This is not what we paid for. The owner **** us a discount and they shouldnt have lied point blank to our face when we asked about the damage. This is so unacceptable. We paid a lot of money for this vacation and have been lied to and defrauded.

  Business Response

  Date: 02/20/2023

  We apologize for the inconvenience, but due to the Hurricane, the pool cage could not be completed in time for your arrival.  Please accept a refund of two night's stay applied to your account. 

  Sincerely,

  Roelens Vacations

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19433511
  
  I am rejecting this response because: I was lied to about the property damage when I called.  The discount offered is not enough.  Not only is the cage gone but a huge part of the shade and trees in the back yard.  I purchased based upon the pool set-up and the view and I am completely missing both.  I request a 5 night discount.  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2023

  We apologize for the inconvenience; we spoke with the owner and that is all we can offer.

  Sincerely,

  Roelens Vacations

  Customer Answer

  Date: 02/27/2023

  Since you have closed my case, will I at least get the original discount
  they originally offered me of 2 days?  Can you please confirm this or I do
  not want to close the case.  Thank you. 
  

  Business Response

  Date: 03/24/2023

  Unfortunately,we are unable to process the refund of $795.65, as we did not received the signed waiver that we emailed ****************** on February 27 and follow up on February 28.  

• Initial Complaint

  Date:02/08/2023

  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 contracted with Roelens to rent a home in **********, ** from 1/15/23 to 2/11/23. Their website listed the many amenities they would provide including a heated pool, hot tub, screened laini with furniture, dishwasher, smoke detector, HAVAC, and lights in the bathroom. None of these items worked or were provided. I called a week prior to traveling to ********** and was told the home was livable and the cage was functional. After arriving at the home we discovered this was not the case. I began calling on 1/16/23 with the list of items that needed to be addressed. I was continually told, 'I'll call you soon", or "we'll know more tomorrow". I called on a Monday about the lights in the bathroom (making it usable only during daylight hours), someone came on Tuesday and took a picture and said they need to get approval, someone came on Saturday, with no light bulbs, to see what kind were needed. He returned on Sunday with the bulbs but then needed a new ballast. I got him to install the smoke detector that was laying on the garage floor. He also fixed the **trap on the kitchen sink so we could use the dishwasher. I was told someone would be out to look at the hot tub on 2/6. (4 days before we were to leave) I was never given any dates on the other items needing attention. We asked to be relocated to another home but this was never done. On Saturday 1/28/23 I informed Roelens that since they had not fulfilled their end of the contract I considered it void and we were moving out that day. I requested a refund for the days we did not spend there and a 50% refund for the days we did spend there and the amenities were not working. Roelens did not respond to my request. No one seemed to know why the pool, hot tub, kitchen sink and furnace had not been repaired before we arrived although they admitted they were aware of the issues. Communication with Roelens is finger pointing between the property manager, her manager and then ultimately the owner.

  Business Response

  Date: 02/12/2023

  Dear *******************,

   

  Thank you for your message in regards to the property issues you encountered. We are sorry that not all issues - still related from hurricane *** - were not resolved before you entering the villa. We are truly sorry for that and can offer you a refund of $500,-. We like to resolve issues as soon as possible at all times but in most of our homes, we need the ok of our owners as well. 

  Again, we apologize for the inconveniences. 

  Roelens Vacations

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19339698
  
  I am rejecting this response because:

  Per my email of 1/28/202 this is the refund I am requesting.
  
  Issue Date Resolution Resolution date
  Entry door code not working 1/15/23 Received temporary new code 1/15/23
  1/16/23 New code no longer worked, had to call to get another new code 1/16/23
  Kitchen sink leaking and unusable, making the connected dishwasher also unusable 1/16/23 New P-trap installed 1/21/23 (5 days)
  Laundry room/3rd bathroom sink leaks 1/16/23 New faucet installed 1/22/23 (6 days)
  Laundry room/3rd bathroom fluorescent light one light bulb missing, other bulb flickered but did not come on. Bathroom only usable during daylight hours 1/16/23 New bulbs installed 1/22/23 (6 days)
  Main bedroom smoke alarm laying on floor in garage and wires hanging from ceiling 1/17/23 Smoke detector installed 1/21/23 (4 days)
  Furnace would not turn on error message. not connected, see owners manual. 1/17/23 Not addressed
  Lanai wicker couch seat is rotted and a piece of plywood was put down as a fix but now that is also rotted. Couch is not usable. 1/21/23 Not addressed
  Hot tub is empty 1/17/23 Per ****, the hot tub leaks the water out every time they fill it. However, service was not called until 1/21/23 and would be out on 2/6 to look at it. The hot tub is unusable for our stay.
  **** is missing about a dozen screens 1/17/23 I called the week prior to our trip and was told the cage was functional. I would have been understanding about the missing screens if I had been told that when I called for the condition of the house.
  1/17/23 The pool maintenance staff told us they were aware of the heater not working and communicated it to Roelens months ago. Heater maintenance is scheduled to come out to look at the heater on 1/30.
  1/18/23 One new tank was delivered on 1/21 1/21/23 (3 days)
  
  There were dozens of texts and phones calls with ****** and ****. The response was usually, Ill let you know soon, Ill call you in a bit, or Ill know more tomorrow. At one point I asked to be relocated to a house were the amenities were working. I was told they were trying to find us a new home but this was never done.
  
  Our only requirements were a heated pool, a covered lanai and a hot tub. At this point, 13 days into our stay, I not been able to enjoy any of these amenities.Therefore we no choice but to move out. I am requesting a refund of: $7,107 based on the calculations below. Please acknowledge this email by noon on Monday 1/30/23 and confirm expected date for refund.
  
  
  14 days @ $294      ********
  13 days @ $147
  (half fee refund for days stayed without amenities working.)      ********
  Hot Tub fee           95.00
  utility fee 14 days @ $18         ******
  
       6,374.00
  tax ****%         ******
  
  total refund      ********
  

  Business Response

  Date: 02/20/2023

  We apologize for not having the house in its best condition for ********************* arrival.  After Hurricane ***, contractors were extremely busy and were unable to complete repairs prior to her arrival.  We are very sorry for the sink, bathroom lights and pool/spa not working.  We offered her a two-night stay refund to compensate for the inconvenience.

  Sincerely,

  Roelens Vacations