Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired them as a property manager. They refuse to fix the damages done by their tenant. They do not respond to calls or emails.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Checked into the margaritaville kissimmee resort for my 34th wedding anniversary on April 12-until April 14. On April 17th the resort charged my card $150.00. When I called to find out what is the charge and they said a smoking fee. My first reaction was this is an error. I spoke to the manager *********************** and she refused to listen to me and said nothing she can do.My wife and are non smokers our entire life (60 years). I want my card credited this fraudulent amount. I also want others to be aware of this and make sure they thoroughly check their bill.

  Customer response

  04/23/2024

  The hotel charged my credit card another $100. Now it's $250 for a smoking fee. We do not and never have smoked. It's clearly a malfunction on what ever equipment they use. I am livid

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Charged me an extra $250 for a smoking in the room fee. On top of our $573 stay. I dont even smoke and had my kids with me for my sons 6th birthday! They say the sensor was set off when we were gone on THEIR shuttle to ***** and they refuse to check the cameras. Called everyday for a week being told it would be fixed by ****, ****** and herm just to receive an email saying they are keeping our money and dispute it with the bank. 8 hours ago on ****** someone posted the same thing! There are others too. Please help us!

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stayed at Margaritaville Property in Orlando ******* *********************** Reservation number res-18499 Booking number bkg-***** 3033 sea p**** **** Our reservation was from Friday February 16th thru Monday February 19th.This is our 4th stay at your location but have never had an experience like this one. At check in we walked into the home and red flags everywhere. We went to dinner at ***** and called the front desk as we drove over..no answer.Called back on Saturday morning before heading over to the parks, no answer. My wife walked up to the office on Saturday late afternoon and was told they cannot help her since she is not on the reservation. I called back when she returned and was placed in hold and never came back to the phone after 15 minutes on hold and tried to call back with no answer.Check out Monday to get this email address and receipt. At check-out expressed my concern and was told I should have cleaned the home and brought my own supplies; we are not a hotel.Pictures attached are my issue:1. The downstairs bathroom looked used at check in. Dirty towel, no toilet paper, p*** in the toilet, open bar of soap on the sink.2. Good number of mold spots on the floor tile.3. Missing pillowcases on the bed.4. Dried blood spots on the pillowcase Totally unacceptable and just not sanitary. So, I don't know what I paid for besides sleeping in a dirty home.I have called the office number every day since Monday, 19th. No answer. Sent an email to Vstays, email to the manager of Vstays - ***** and to Margaritaville directly. No answer from any of them.Called Margaritaville directly on 2/22 and was told Vstays is not their problem, they pay a fee to rent out the property homes on their property. But they don't control the service they provide.Not for sure of a solution but the health department might need to get involved if more people are getting sick from these properties.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  During my stay at the Oregon location there were unsanitary conditions ie hair that didn't belong to me in the shower. When I talked to management about it they brushed it off and provided the most minimum resolution possible 12 dollars resort fee for 2 days. I need a refund for my stay as I was very uncomfortable due to poor sanitary issues. I had to stay 1 more day here due to my long drive back to my residence ie over 11 hours. I am saying this in case there was an issue of why I stayed another day. I did not want to get in an accident due to sleeplessness and my original plan was to stay for 3 nights anyway.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  12/12/22 check out We have requested (even prior to check out but manager was going to call us) the resort ************ credited.We gave the company an opportunity with the 30% discount from a previous incident when the house we stayed at had no air.Upon arrival we were confirmed for a 3 bedroom & when we checked the gentleman said it was a 2 bedroom, which was resolved but the home was not ready & we went to our *********** were going to call when ready. We got to the resort & received the keys to the house. When we walked in I noticed the back door to the cottage was open, we did not know if someone was in the home & immediately left & called the ***** on the sheet provided. The gentleman upfront contacted the ************** stated they would check the house. We explained we didnt feel safe & would want the home cleaned because we didnt know who had been in it from the time we called until our 9 pm check in (about 4 hours). They said they couldnt clean but would move us. While checking out they said we requested the upgrade to 3 ************* explained no it was a **************** issue due to the house being open. Then they tried to charge us a cleaning fee for the previous house. We were told they would credit our entire bill at the pool ********** charge & then credit. We did receive a credit for the cleaning fee, and ***** for the bar because they said we already had a resort credit which was from the previous stay. We were told we would get the entire meal comped prior to leaving but as soon as we checked out and no manager available that changed. The gentleman at the desk said it was requested and you could see the charge & then credit and then charged again. It would be right if they gave us that 100 also but each manager ************************* would not speak w/ us and didnt call. Then *************************** said about the upgrade and gave ***** for the cleaning and bar. *********************************** has not returned our call or emails after the email attached.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a stay in a cottage at Margaritaville through ace hospitality. Upon check in the cottage we booked was no longer available so they moved us to another cottage. This cottage had many issues, inluding but not limited to:Ant infestation, Electrical issue with the breaker (with use of toaster, microwave, washer, dryer or hair dryer the breaker would pop) Pool alarm on slider was disconnected even though the paperwork inside the door said it is a code violation if alarm is not in working order. Pool light not working. Hot tube broke.Balcony on second floor was broke with pieces of tile smashed and a caved in portion of flooring.Front door bolt lock was broke. Garbage disposal was jammed.Blinds to back door were broken off and tossed into closet.An over charge to the account (which was corrected only after having to point this out and argue our case on what our original booking fee/cost was.)Due to limited characters remaining, ive omitted the smaller issues we also incurred. We went to the front desk on the very first night of our stay due to the ants and our loss of food we just purchased. Nothing was done initially, but finally after wasting a half hour at the desk providing images they refunded one day to compensate for the lost food. During our week there, nothing was in working condition and maintenance came out every day, at times twice daily. the breaker was a fire hazard and also would keep popping with use of any appliance. So to make a wash, or toast, we had to call the front desk. All of the above had not been fixed (aside from the ants in the kitchen, but the ants upstairs were not treated) until 12 hours before our departure. Due to the condition of this cottage, the lack of moving us to one that was in working condition, and failure to fix the issues promptly, ive contacted the manger for a refund for at least half the stay, to which i was basically told "there is nothing more" he will do for us aside from speak to his team.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would not recommend VStays as a property management company. You are only allowed to choose between two companies that are Margaritaville approved, VStays & Rentyl, so your guests can use the amenities. VStays percentage rate is lower but they have a flat fee that is charged every month for breakages, linens and so forth no matter if you have guests or not (So depending on bookings, which is usually only the week before w/VStays, you could make less money w/VStays). I asked for items to be fixed when I purchased the home, they were not fixed till I was selling home according to home inspection report. I looked into switching to Rentyl and the fees to get house and houseware items to their standard was going to be a little over $8k . Lastly I had a guest stay in my home for a week in May. I received the payment then the guest claimed their cc was stolen. I was charged those fees out of my next statement. I was told this would be resolved and I would receive payment within 110 days. As of November 3, I still have not received payment and now VStays is not answering emails or texts regarding this matter.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a reservation for a 5Br 5Ba cottage guests on 7/6/2022 at Margaritaville Orlando Cottages for 11/23-11/26/2022 to celebrate the Thanksgiving holiday and a special birthday. On 10/29/2022 I received a very short email stating that my reservation had been cancelled due to the unit no longer being apart of the rental program. I did not receive a phone nor any attempts by the company to assist with new arrangements. We are a large group traveling from 3 different states with travel arrangements, rental cars and amusement park tickets already paid for. Upon contacting the 3rd party company, VStays(who handles cottage rentals), I was greeted with unpleasantness, curt attitudes, lack of empathy and customer service. I was informed that there was nothing that could be done due to our reservation taking place during a holiday week. I spoke to multiple employees who all had similar dispositions. I then proceeded to conduct my own research and found multiple available units with the same home layouts however I was informed that the units "were not comparable and we cannot switch you to one of them". There were no attempts by staff to accommodate my guests and I. I was highly offended, disgusted and disappointed as this was cancelled due to no fault of our own! What policy do cottage owners have to follow? Are they not to provide timely notification of removal of their property? My reservation was made 4.5 months in advance. I have had to find other, smaller accommodations. I am requesting the situation to rectified with new accommodations, 20% of my fees to be refunded as well any other available solutions by Margaritaville such as breakfast at the resort. This entire ordeal has left a less than favorable perspective of all involved. Staff was highly unprofessional and rude and did NOTHING to assist with this unexpected cancellation. I am not unable to accommodate all of my guests as a result.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had a booking with VStays at Margaritaville Resort in Orlando from 9/24/2022 to 9/30/2022. We had to leave early because a hurricane warning was issued for Hurricane Ian. We went to the front desk at the resort and told them we we're leaving early due to the hurricane and would like to check out early and cancel the rest of our stay and requested a refund. We were told they could not issue a refund there but provided a contact****************** I found this was the contact for Matt B******* who, from what I understand, is the sole person at VStays that can issue refunds. I've emailed him 3 times now and received no replies or acknowledgment of the emails. Our departure was due to Hurricane Ian, which decimated Florida. We left because our family's safety was at risk. We are seeking to receive a refund for the portion of our booking that we did not use.

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