Reviews

Review Details

• Review fromCarrie H

  Date: 06/07/2022

  1 star
  Cathy was not a great host. Cathy is dishonest . The number that was provided to us at check-in was NEVER answered, so we had to leave an email. The only reason Cathy even responded is because we had to contact the resort who in return contacted Cathy. There was a roach infestation when we checked in Thursday night May 19th at 10p. When we tried to call the number, no one answered. So the following morning I followed up with an email which wasn't responded to until 5 hours later after we had to call the resort and complain about the roaches and the no response. That was May 20th. Cathy sent pest control out on the May 21st while we were eating to spray HARMFUL DEADLY chemicals around my 2yr old. By this time we had to contact ******. They said Cathy would move us and asked what day were we scheduled to check out and we told them the 24th. That somehow got confused with us saying that we did not want to leave. Really Cathy, who wants to stay in an infested roach Villa. Be real! As far as us not responding to being moved ****** took a day at a time to respond back to our messages. The only reason we left any review is because nothing was ever resolved.

• Review fromChris H

  Date: 05/29/2022

  1 star

  Chris H

  Date: 05/29/2022

  This is the most unprofessional company I have ever seen. This place is roached infested. My family and I stayed at their villas via Airbnb and we found so many roaches all through the villa, especially in the kitchen. We reached out numerous of times to the host and they sent out pest control. Pest control sprayed the villa with chemicals while we had children their. So I reached out to the host Cathy and she did nothing to rectify the situation. She promised she would refund us for nights not occupied but because the lack of communication between her and Airbnb my family and I had to stay there unfortunately. Yet a week later and nothing is being done about the whole situation. I'm warning you the villas are roach infested. THEY HAVE DISABLED THE LISTING SO MY REVIEW WONT BE POSTED ON ****** SMH!

  Southern Select Villas

  Date: 06/05/2022

  
  The guest Mr. Christopher H*** booked the Villa from May 19-24th.
  On May 20th at 10:28 am (the day after their arrival) the guest sent an email that he spotted some pests.
  SSV responded the same day at 3:14 pm.
  
  In addition, if there is a need that requires immediate attention other than email, the guests have the ability to call the emergency number. The emergency number is provided in the check in information.
  
  Thereafter, SSV immediately contacted the owner's property management company and reported the issue. At 4:27pm, the guest sent an email that they would hate to leave a "review." 5:28 pm, SSV responded to the guest again and was told that the pest control would be coming out.
  
  May 21st - Pest control was out in the early morning but was turned away by Mr. H*** because he was having breakfast with his family. They came again later that day and found a pod of insects behind the refrigerator and under the sink. The area was professionally treated.
  
  I personally called ****** Support, made them aware of the situation and asked them if they could assist in moving the guests because they had small children and I thought that they may feel more comfortable staying at another Villa. During the conversation with ****** Support, I told them that I would reimburse Mr. H*** for 2 days of his stay at this Villa for the inconvenience of moving to another Villa. I even texted Mr. H*** at 12:28 pm that Chris from ****** Support would be calling him. I was contacted later by ****** Support that Mr. H*** turned down my suggestion to stay at another Villa, but in good faith, I went ahead and refunded 2 days of his vacation anyway, which I was not required to do.
  
  SSV did not hear from Mr. H*** any time after he was contacted by ****** Support until Mr. H*** left this review on BBB. In addition, I was notified by ****** Support that Mr. H*** wants a full refund for his entire vacation of $1227.05
  
  To answer your comment about disabling the listing, The Villa is still in the vacation rental program, and I did not delete it. I am assuming that ****** might have disabled it is because you want to be compensated for your entire vacation. Also, I was notified by ****** Support that you did leave a review.
  To Summarize:
  � Mr. H*** reported a problem the day after he arrived.
  � SSV responded to the problem at hand.
  � Every email correspondence was responded to by SSV
  � SSV sent a text letting you know that Chris from ****** Support would be calling you to discuss moving.
  � The guest declined the offer to move. It was Mr. H***'s decision to stay the entire time of his vacation.
  � If Mr. H***'s accommodations at the Villa were as bad as Mr. H*** described in this complaint to BBB,
  why would he refuse to go to another Villa as offered by SSV through ****** Support, and would be reimbursed for their first two days of vacation for their inconvenience????
  � Mr. H*** now wants a full refund for his vacation in the amount of $1227.05
  � SSV declined a full refund
  Unfortunately, Mr. H*** decided to write a negative review to the BBB.
  
  SSV has not had a negative review on BBB since the business began and have an A+ rating.
  

  Chris H

  Date: 06/07/2022

  This is false I never turned the pest control around because we were having breakfast.The first time pest control came out they exterminated some of the areas in the villa but he stated that if we continue to see pest they will come back in which they did exactly that. Also, pest control stated that spraying chemicals in the villa were harmful for the children in which I called Cathy personally and told her. That's when she decided to move forward with letting me know that she would reimburse us for the days not used but she needed a confirmation from ******. But because the lack of communication between Cathy,****** and I made it so difficult to accommodate us with another place to stay. ****** contacted me at 5/22 at 1:56pm through a chat which made everything difficult to communicate. For an example ****** asked me when did I plan on leaving the villa at 5/22 1:56pm, I responded at 5/22 2:28pm I was planning on leaving the 5/24 (which was my original checkout date before al this non sense). ****** then responded at 5/23 9:05am saying since I'm checking out on the 24th then there was no need to refund me. (THEY COMPLETELY MISUNDERSTOOD ME DUE TO THE LACK OF COMMUNICATION).So the following message I sent at 5/23 9:44am I asked them to call me because this chat serves no justice and we was dealing with this issue for the last few days. Today it's 6/7 and I still have not received a call from either party to resolve this issue. Instead they have refunded me 20% and disabled the listing. I have screenshots of emails,pictures and chat messages. I don't know if it's because we are black Americans this is why we getting mistreated like this. But for something so serious the host should have came to the property or sent a cohost to handle this issue right away instead of being negligent. During this whole trip I kept the children outside in the pool or in their rooms majority so they wouldn't be harmed by the pest control chemicals being sprayed on the first floor and I let Cathy know this as well. The villa was a great place but the pest infestation and the negligence has made this the worst trip ever. Maybe Cathy has never came across a situation like this so she didn't know how to properly handle it but for a problem like this the Host or Co host should on stand by.

  Chris H

  Date: 06/07/2022

  Also, if the BBB needs any more info as far as the emails, pictures/videos and chat messages I have it all to back my claim.so please let me know! Thank you in advance!

  Southern Select Villas

  Date: 06/13/2022

  As you commented above, SSV believes you have a beef with ****** and not SSV. SSV did everything they could to try and help you by calling ****** to notify them of the situation, asked them to help you and SSV refunded you 2 days of your stay in which you just verified.
  
  Once ****** gets involved, SSV doesn't typically have any more contact with the guest. SSV assumed you were ok because ****** told SSV that you were staying, and SSV had no idea that they were not happy.
  
  The fact that you are Black Americans, has no bearing on the facts that have been presented. How would SSV know? Cathy had never met you in person, and all communications were through text, phone, messages through ****** and emails. You were treated as any other guest.
  
  When there is an issue with an ****** reservation, SSV's policy is to call ****** immediately to help the guest. However, your actions do not warrant you to receive a full refund per ******. SSV also has all the email, messages and texts.
  In good faith, SSV would also like to offer the guest a 15% discount when they book directly though SSV when staying near Disney World in the next year. SSV will book them in a different Villa.