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:02/15/2025

  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.

  Rented a vacation home for the holiday weekend. Pool was not functioning. Multiple attempts to the company with no solution. They have not offered a refund or a solution to the problem.

  

  Business Response

  Date: 03/02/2025

  Hello, 

   

  Apologies for the delayed response, As of 2/16/25 The guest was offered a refund in the amount of $317.08, on 2/17/25 this amount was increased to $522.10 as an offer of goodwill. And as of 2/19/25 - 2/20/25 the guest has accepted this compensation offer and has signed the appropriate release paperwork as required. 

   

  We consider this matter resolved and closed. 

  

  Business Response

  Date: 03/12/2025

  Hello, 

   

  Apologies for the delayed response, As of 2/16/25 The guest was offered a refund in the amount of $317.08, on 2/17/25 this amount was increased to $522.10 as an offer of goodwill. And as of 2/19/25 - 2/20/25 the guest has accepted this compensation offer and has signed the appropriate release paperwork as required. 

   

  We consider this matter resolved and closed. 

• Initial Complaint

  Date:01/10/2025

  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 paid $5103 for a rental home December *****, 2025. The home was misrepresented and not as described. There was no working hot tub. The game room had half of the games not working. There were ants. There were roaches. The floors were filthy and left our socks black. There was a tampon applicator in the driveway and food left in the bin on the porch before our arrival and there until we left which attracted the roaches and ants. We called and emailed about the issues starting the day we got there. We were left on the phone on hold for countless hours and told service people would come but ended up waiting on service people for several hours each day. They never could fix the issues. The hot tub was broken before we ever arrived and they knew it. It would start to heat up and then just die every time. At one point it just drained out completely.The hot tub and game room were the main reasons we booked this house. We had older people who really wanted to use the hot tub. So I messaged a week prior to arrival to make sure they were all in working order and they said they were. But from all of the different service people we saw we found out it had always been broken and needed the pool company to fix it. But they just kept sending out repair men when they knew the heater was broken. We had a total of 10 people from all different states coming together to spend the holidays together. We only spent two days at the parks and wanted to spend the rest of the time together in the home enjoying the amenities we paid for.Instead we were left without a hot tub as promised. A game room with half of the machines broken. Filthy floors, hair on every single towels, ants, roaches, tampons in the driveway, days old food and trash in the front porch. The company said they were sorry and would have a full response to my complaint but have since stopped replying. They just take your money and run.

  Customer Answer

  Date: 01/25/2025

  My reviews on ****** keep getting taken down by Magical Vacation Homes. They are true scammers.  

  With all of these 1 star reviews and serious complaints, there is no way this company should have an A+ rating on the bbb. This gives them no incentive to help customers theyve scammed and gives them every reason to continue corrupt practices.

  

  Business Response

  Date: 01/27/2025

  Hi ****, 
  Thank you for taking the time to share your feedback with us and apologize for any issues you experienced during your stay.  We at Magical Vacation Homes pride ourselves on delivering the best possible experience and quality accommodations for all of our guests and when issues do arise our team strives to correct them promptly. During your stay, we have treated you with the utmost professionalism and we worked diligently to correct any issues that were reported to us. While we cannot foresee the equipment malfunctioning, we worked diligently to ensure it was rectified. While we certainly understand the frustration caused, we were able to assist with your concerns within 24-hours.  Unfortunately, during your stay, Florida experienced a cold front that impacted the ability of the pool heater to reach the desired set temperature. When the outdoor temperature drops below 55 degrees, the heater is unable to operate. We understand the inconvenience this caused and, as a gesture of goodwill, we offered a full refund for the pool and spa heat during your stay. However, this offer was declined, as you were seeking additional compensation.
  While we understand your frustration, leaving negative reviews solely to seek additional monetary compensation is not in line with how we conduct business. Our primary goal is always to ensure our guests have a wonderful and memorable vacation experience. Warm Wishes, MVH 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22793932
  
  I am rejecting this response because it does not in any way address the issues raised. Saying that temperatures below 55 degrees affects the pool heating is nonsense. Pools and hot tubs operate in any weather if the heater isnt broken. The heater was broken well before our arrival and they knew it. Not only did we not have heat we didnt even have water in the hot tub it was completely empty. It is also a lie that issues were resolved within 24 hours. All of the issues I raised remain unresolved to this day. Refunding only the extra money I paid to heat the broken hot tub (which they have not done a month later, another lie) is ridiculous when I spent $5000 for the rental which had half of the amenities unusable. This company spends their time copying and pasting this tired response to each client, and getting rid of 1 star reviews and posting fake 5 star reviews, while continuing to provide homes that are not at all as described. This company is full of scam artists and they need their bbb rating taken down to an F to warn others.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/04/2025

  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.

  I am filing a formal complaint regarding my stay at ********************* from December 7th to 14th, booked through Magical Vacation Homes under Property ID RVH_532M ***********. The property was advertised as a luxury vacation home, but the reality was far from it.Key issues:*********: Strong odor and broken faucet, spraying uncontrollably. It took four days to fix, disrupting kitchen ************* Room: The main selling point, completely unusable. Wi-Fi extender didnt work, three of the eight chairs had missing power cords, and seats were dirty with food remnants.3.Washing Machine: Loud grinding noise, failed to work, and no repairs were made.4.Cable: Unreliable boxes, requiring frequent resets.5.Balcony Bedroom: Shower backed up causing flooding day one of the trip, broken handle, and blood stained sheets.6.Maintenance: Broken cabinets, ill-fitting dishwasher which was held in poorly by brackets. 7.Cleanliness: Found a dead lizard in the dining room upon arrival that was stuck to the *********** Tub: Unreliable and didnt function properly disrupting use and our stay. 9.Outdoor Furniture: *****, stained, and dirty. The courtyard furniture was unusable. These issues were reported, but many remained unresolved, ruining our experience. We have documented everything with photos and videos, available upon request.

  

  Business Response

  Date: 01/07/2025

  Hi *****,
  We truly apologize for the inconveniences youve experienced. As a hospitality company, we aim to provide the best possible experience for our guests. During your stay, we have treated you with the utmost professionalism and worked diligently to correct the issues which were shared with us, we have no control over issues that may go wrong but are committed to trying to get them resolved.  
  1. Kitchen: You mentioned a strong odor and a broken faucet that disrupted use for four days. Upon reviewing the situation, the kitchen sink and faucet were operational throughout your stay. While the faucets stream setting was not functioning properly, the spray setting remained usable, allowing the sink to serve its purpose.
  2. Theater Room: We sincerely apologize that the theater room did not meet your expectations. The connectivity issues with the Wi-Fi and cable are managed by third-party providers, and while we worked to address them, some factors were beyond our control. Regarding the theater chairs, we did not receive a report about this issue during your stay, which limited our ability to resolve it at the time.
  3. Washing Machine: The washing machine concern was first reported on December 9th, noting a loud grinding noise. While it was still functional, we understand the noise caused inconvenience. However, we were not informed that the washing machine failed to complete loads. Our vendor has been scheduled to address the noise issue and is awaiting the necessary parts for repair.
  4. Cable: The unreliability of cable boxes requiring frequent resets was not reported during your stay. Unfortunately, we rely on third-party service providers for Wi-Fi and cable, which can sometimes experience disruptions outside of our control.
  5. Balcony Bedroom: The shower backup and flooding were reported after-hours on December 7th and promptly attended to the next morning on December 8th.
  6. Maintenance Issues: Concerns about broken cabinets and the dishwashers placement were also reported after-hours on December 7th and addressed on December 8th. The dishwasher, while slightly misaligned, remained operational.
  7. Cleanliness: We regret the discovery of a dead lizard in the dining room. While we maintain high cleanliness standards, pests like lizards are common in Florida and may occasionally enter homes. Our pre-arrival inspection did not note a lizard on the floor, and cleanliness concerns reported on your arrival were addressed the following morning, December 8th.
  8. Hot Tub: Pool and spa heat were not included in your reservation as these are optional, paid amenities. This service would need to be requested and added separately.
  9. Outdoor Furniture: We did not receive any reports regarding the outdoor furniture during your stay. Without notification, we were unable to address this concern at the time.
  We understand the inconvenience these issues caused, which is why we offered compensation as a gesture of goodwill. Unfortunately, the compensation was declined as it did not meet the amount you requested. We are disheartened by this complaint, especially as this is your second stay with us and the second time a BBB complaint has been filed when desired compensation was not met.
  While we empathize with your frustrations, it is important to note that you and your family stayed for the entire duration of your reservation, and a full refund would not be warranted under these circumstances. We value your feedback and will continue to use it to improve our services. Should you wish to discuss this matter further, we are here to assist. ***

  Customer Answer

  Date: 01/17/2025

  1/17/25

  Kitchen: The foul odor was reduced but never eliminated as I think it would take more plumbing work to fix that. The faucet was indeed broken and was not replaced until day 4 as I already mentioned. Also *** tried to say that they were waiting on a part to fix it and would not have ever fixed it if I didnt call them and tell them that I work as a Naval Engineer I am experienced in these things and that the faucet would have to be replaced. 
  
  
  Theater Room: MVH is advertising this house as having a functional theater room. Obviously they a not an internet or cable provider. But if they are going to advertise it, and charge customers for it, it is their responsibility to ensure it works. This is just *** attempting to shift the blame. 
  
  
  Washing Machine: after one load the machine broke and was never repaired even thought it was reported. An excuse was made that a vendor mechanic would have to come look at it which never happened. 
  
  
  Cable: Again while *** is clearly not a cable provider they still manage the property and therefore have the responsibility to ensure that everything works. 
  
  
  Balcony Bedroom: This was fixed on 12/8, day 2, but it should have never been an issue and the handle was never fixed. *** claims that someone stayed at this property before us and also that they do a pre arrival inspection. It was so bad I cannot imagine a reason this should have ever gone unnoticed by their workers during the pre arrival inspection or cleaning the shower. 
  
  
  Maintenance Issues: If you look this property up on the *** website they are advertising this as a luxurious villa. I cannot see how damaged cabinets and an inappropriate sized dishwasher that is too small for its space and held in by two random brackets can qualify as luxurious. Clearly MVH is misrepresenting this house. 
  
  
  Cleanliness: MVH claims to do a pre arrival clean the same day as your arrival. Again I cannot imagine a lizard dying and drying out so poorly in such a short amount of time as to have happened same day. The amount of hair and debris under the living room table, blood and hair on the bedroom sheets, along with the disgusting amount of food in the theater room chairs shows that any cleaning is clearly very superficial. 
  
  
  Outdoor Furniture: this issue was reported but never fixed. Im sure it never will be fixed either as the house is for sale and neither the owner or *** appear to want to make any investment in the property. The poor state of the property is probably why it has had its listing for sale removed after almost a year on the market. This property would take a significant investment to make it, as *** is advertising it, a luxurious vila. 
  
  
  MVH charges for cleaning and a damage deposit which actually never gets returned. I am requesting $500, not a full refund. This includes the cleaning fee back and the damage deposit because of the excessive amount of dirty and broken items in the house upon our arrival that were never taken care of. Along with that an extra amount of $90 for the amount of announce of having to go through all of this with *** after going them a second chance. *** asked us to give them a second chance after our first stay claiming that the issues we experienced were not typical and yet this second stay was even worse than the first one. *** claims to be disheartened that a customer who has given them two chances complains when both properties were significantly lacking in what *** is advertising or charging. This is just *** trying to push blame again on someone else for how they do business. As the customer I am the one who is disheartened and appalled at their behavior. Lastly in regards to **** attempt at shifting blame again, saying that we stayed at the property for our entire paid for duration, we requested to be relocated to another property of **** immediately upon arrival and again within 24 hours. *** denied this and kept asking for chances to fix their issues. Considering we live out of state, ***** miles away, and had already paid for this it would have been logistically difficult and financially draining. Not to mention the fact that we were there to visit ****** and Universal parks with family not spend our precious time constantly battling MVH. I contacted them daily to fix their issues which as you can see were never fixed. Only two things, the shower drain day 2 and the kitchen faucet day 4, were even fixed. Everything else remained dirty or broken. I would like *** to explain how they can even justify themselves in advertising this property the way they do with all of these known issues. That theater room, if it didnt work for us, most likely hasnt worked before and surely has not been repaired for any potential future customers. That alone is a clear violation of sound business practices. 

   

  Customer Answer

  Date: 01/17/2025

  Please fix this. I submitted the original response on the 1/7 and submitted my response to the company 10 days later, today 1/17. 

  Customer Answer

  Date: 01/21/2025

  Please fix this case back to open and unresolved. I responded 10 days after *** responded as I was given that much time. My response was sent on on 1/17/25 to their response on 1/7/25. Please correct this issue as in am not satisfied with MVH response. 

  Customer Answer

  Date: 01/23/2025

  
  
  1/17/25
  
  Kitchen: The foul odor was reduced but never eliminated as I think it would take more plumbing work to fix that. The faucet was indeed broken and was not replaced until day 4 as I already mentioned. Also *** tried to say that they were waiting on a part to fix it and would not have ever fixed it if I didnt call them and tell them that I work as a Naval Engineer I am experienced in these things and that the faucet would have to be replaced. 
  
  
  Theater Room: MVH is advertising this house as having a functional theater room. Obviously they a not an internet or cable provider. But if they are going to advertise it, and charge customers for it, it is their responsibility to ensure it works. This is just *** attempting to shift the blame. 
  
  
  Washing Machine: after one load the machine broke and was never repaired even thought it was reported. An excuse was made that a vendor mechanic would have to come look at it which never happened. 
  
  
  Cable: Again while *** is clearly not a cable provider they still manage the property and therefore have the responsibility to ensure that everything works. 
  
  
  Balcony Bedroom: This was fixed on 12/8, day 2, but it should have never been an issue and the handle was never fixed. *** claims that someone stayed at this property before us and also that they do a pre arrival inspection. It was so bad I cannot imagine a reason this should have ever gone unnoticed by their workers during the pre arrival inspection or cleaning the shower. 
  
  
  Maintenance Issues: If you look this property up on the *** website they are advertising this as a luxurious villa. I cannot see how damaged cabinets and an inappropriate sized dishwasher that is too small for its space and held in by two random brackets can qualify as luxurious. Clearly MVH is misrepresenting this house. 
  
  
  Cleanliness: MVH claims to do a pre arrival clean the same day as your arrival. Again I cannot imagine a lizard dying and drying out so poorly in such a short amount of time as to have happened same day. The amount of hair and debris under the living room table, blood and hair on the bedroom sheets, along with the disgusting amount of food in the theater room chairs shows that any cleaning is clearly very superficial. 
  
  
  Outdoor Furniture: this issue was reported but never fixed. Im sure it never will be fixed either as the house is for sale and neither the owner or *** appear to want to make any investment in the property. The poor state of the property is probably why it has had its listing for sale removed after almost a year on the market. This property would take a significant investment to make it, as *** is advertising it, a luxurious vila. 
  
  
  MVH charges for cleaning and a damage deposit which actually never gets returned. I am requesting $500, not a full refund. This includes the cleaning fee back and the damage deposit because of the excessive amount of dirty and broken items in the house upon our arrival that were never taken care of. Along with that an extra amount of $90 for the amount of announce of having to go through all of this with *** after going them a second chance. *** asked us to give them a second chance after our first stay claiming that the issues we experienced were not typical and yet this second stay was even worse than the first one. *** claims to be disheartened that a customer who has given them two chances complains when both properties were significantly lacking in what *** is advertising or charging. This is just *** trying to push blame again on someone else for how they do business. As the customer I am the one who is disheartened and appalled at their behavior. Lastly in regards to **** attempt at shifting blame again, saying that we stayed at the property for our entire paid for duration, we requested to be relocated to another property of **** immediately upon arrival and again within 24 hours. *** denied this and kept asking for chances to fix their issues. Considering we live out of state, ***** miles away, and had already paid for this it would have been logistically difficult and financially draining. Not to mention the fact that we were there to visit ****** and Universal parks with family not spend our precious time constantly battling MVH. I contacted them daily to fix their issues which as you can see were never fixed. Only two things, the shower drain day 2 and the kitchen faucet day 4, were even fixed. Everything else remained dirty or broken. I would like *** to explain how they can even justify themselves in advertising this property the way they do with all of these known issues. That theater room, if it didnt work for us, most likely hasnt worked before and surely has not been repaired for any potential future customers. That alone is a clear violation of sound business practices. 
  
   

  

  Business Response

  Date: 01/23/2025

  Hi *****,
  Thank you for reaching out. I would like to clarify that this particular home is not categorized as one of our luxury properties and is not marketed as such. I have carefully reviewed the property listing, and there is no mention of it being described as a luxury home. I apologize for any confusion this may have caused.
  As previously noted, all reported issues were addressed within 24 hours and resolved, with the exception of the Wi-Fi in the Annex. Unfortunately, the Wi-Fi is outside of our control. However, we fully understand the inconvenience this caused, which is why compensation was offered, though it was declined.
  We remain firm on the compensation offer previously stated. Warm Wishes, MVH 

  Customer Answer

  Date: 01/23/2025

  Magical Vacation Homes (***) has continued to act in bad faith, as evidenced by their recent changes to the property description on their website. Previously, the description on their website matched the one on their VRBO listing. However, following this complaint, *** altered the websites description. This change can be verified through cached information, including cookie history from ******, which still shows the original luxurious description when searching for the property ************************************. Additionally, photos have been uploaded to support my claims, and I am willing to provide further evidence if given an alternative means to upload larger files beyond the BBBs size limitations. Mrs. ******** if you could kindly provide an email address or another method for submitting these files, it would be greatly appreciated.
  
  
  The home is still being advertised as having a theater room on both the *** website and VRBO, despite *** acknowledging that the WiFi does not function. This renders the theater room unusable, which is misleading and deceptive to other potential guests.
  
  
  Further, my initial complaints remain unresolved. The washing machine was never repaired during our stay, which *** has acknowledged. Additionally, the kitchen faucet was broken until the fourth day of our seven-day trip, another issue that *** has confirmed. It is, therefore, inaccurate and misleading for *** to claim that all issues were addressed during our stay.
  
  
  As previously mentioned, we requested to be relocated immediately upon arrival and again within 24 hours of arrival. *** denied both requests. As such, I am requesting a $500 refund, which includes:
  $295 for the cleaning fee (as the property was in an unacceptable condition upon arrival).
  $115 for the damage fee (due to a broken and clogged shower, broken faucet, nonfunctional hot tub, defunct theater room, broken washing machine, etc.).
  $90 as an inconvenience fee for ***s refusal to relocate us to another property and time spent dealing with these issues while we were in area from out of state for a family vacation. 
  
  
  We put our trust in *** for a second time and the result was even more disturbing than the first time. I believe this request is reasonable given the circumstances and the lack of adequate resolution from ***.
  
  

  Complaint: 22767382
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

   

  Customer Answer

  Date: 02/03/2025

  Hi, I replied to the business response on 1/23 and just wanted to see if there were any updates? 

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I booked a family vacation for Christmas at ************** through Magical Vacations Homes & the experience was horrible due to the lack of customer service. We checked in on 12/20/24 & immediately determined the pool/spa was not heated even though we paid over $556.15. We contacted the care team to inform them, they stated someone would contact us. Repeatedly we had to call the care team to get an update. We had to cancel our holiday event because the water was too cold to swim. Over the weekend we continued to call and finally a pool tech came out and inform us the pool needed an igniter. The tech said he would try to get it from ******. The issue went unresolved 2 more days. After 4 days waiting to swim we called back to the care team and the *** told us the notes from the pool tech stated there wasn't a part needed and the pool should start heating. Magical Vacation requires a 48 hour notice for pool heat request and payment so the pool should've been ready upon check in. Not long after check in we also discovered the freezer wasn't working because our food thawed and the only way to get it to freeze was with a "boost freeze". We immediately informed customer care and it took the tech way too long respond to troubleshoot. After the first tech came out, he adjusted the temperature but it still didn't get cold enough to freeze nor did it make ice. We had to buy ice all weekend. We lost food due to this issue with the freezer. We demand compensation for the services we paid for but failed to receive and compensation for the food we lost due to the freezer not working. We have contacted MVH everyday 12/20-12/27/24 via phone,text,and in person. A manager named **** ***eatedly said she would call us back but has not as of today. I stopped by the office before leaving FL on 12.27.24 and spoke with **** whom stated he would give **** my message & phone number once again but I have NOT received a return call. Other issues include damaged pots/pans, Shower wouldn't drain.

  

  Business Response

  Date: 01/02/2025

  Hi ****,

  We received the initial report about the pool heat during our after-hours service on December 20th. A work order was promptly placed, and a technician attended the property the following day. While the technician was unable to identify the issue, we immediately contacted our pool vendor to address the problem. On December 23rd, I personally spoke with your daughter and assured her that we were prioritizing getting the pool heater fixed so you and your group could enjoy it for the remainder of your stay. I also expressed our willingness to refund the pool and spa heat charges and committed to personally following up with the vendor for updates. During this conversation, your daughter also mentioned concerns regarding the freezer and requested compensation for lost groceries. Our technician attended the property on December 22nd and confirmed the freezer was functioning properly at a normal temperature. To ensure your satisfaction, I created another work order to have the freezer rechecked. On December 23rd, our technician attended again and reconfirmed there were no issues, and the appliance was operating as expected. As this is a vacation rental, unforeseen issues can occasionally arise. While we cannot predict equipment malfunctions, our team worked diligently to address the pool heat concern, and it was resolved on December 24th. While we understand the frustration and inconvenience caused, we agreed to issue a full refund for the pool and spa heat along with an additional refund as a gesture of goodwill. This compensation offer was accepted on December 30th by yourself. We are disheartened to see that, despite our efforts and the agreed-upon resolution, a negative review was still left regarding your stay.  Our primary goal is always to ensure our guests have a wonderful and memorable vacation experience. Warm Wishes, MVH

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22740386
  
  I am rejecting this response because:I have not been issued a refund as mentioned in their response. We agreed upon a refund but now Magical Vacation is requiring me to sign an agreement/General release form in order to get a refund of the money owed for service they failed to provide per our contract. Majority of information provided in the response is also false. I attached screenshots of phone records for the first two days we tried reaching out to customer care which on 12/20 approx ****** was during business hours. When customer care manager **** spoke with my daughter she informed her she would be reaching back out via phone and we never heard from **** again. We left messages with at least 4 other **** and didnt hear from **** until we submitted a formal complaint. I submitted this complaint to BBB on 12/28. The refund was offered via email on 12/30. The response from Magical stated we submitted this complaint the same day they offered a refund which is false.

  I understand things happen but we shouldnt have to chase down a response from customer care. Even more frustrating every time we spoke with someone the messages varied.  Initially on our day of arrive when we reached out about the pool heat, the maintenance tech said the pool was working fine,  customer care team was telling us the pool temp was based on the outdoor temperature then the pool vendor said the ignitor was broken. A few days later we were told by customer care the pool vendor said nothing was wrong. Suddenly 5 days later the pool was heating. 

  Also the freezer wasnt working upon arrival because our food wouldnt have thawed. Why did the tech come out and adjust the temperature if the freezer was working properly? Why wasn't the freezer making ice? We had to buy bags of ice all week . The freezer didnt start making ice until the day of departure on 12/27. 

  I am requesting a refund of the amount offered via email of $656.15.  

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

  

  Business Response

  Date: 01/22/2025

  Hi ****,
  Thank you for your email.
  We see that you have accepted the offered compensation amount and signed the agreement acknowledging this. As outlined in the agreement, we kindly request that the posted reviews be removed so we can proceed with processing the refund.
  We appreciate your patience and cooperation. Warm wishes, MVH

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/25/2025

  Hello

  Please remove this complaint because they will not issue a refund until its closed and removed. 
  

  Thanks 

• Initial Complaint

  Date:12/21/2024

  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.

  Rented a vacation home through Magical Vacation Homes and had numerous issues throughout our stay. We were charged for pool/spa heat that barely worked and attempted to receive a refund on that. The company agreed to a refund ONLY if we would remove negative reviews online. We were charged for a broken arcade game screen that we reported as soon as we discovered it (within 24 hours). They sent an email for the charge that states we were being charged due to either not reporting within 24 hours OR they discovered the damage after we checked out. I have documentation showing it was reported within 24 hours. We also paid a mandatory fee for accidental damage however they won't answer me why they are still charging us for the broken screen. I attempted to receive a refund and was again told that they would only refund us if we removed negative reviews. We had 10+ issues that were called into MVH during a 4.5 day stay. There were additional issues that were never called in as we were TRYING to enjoy our daughter's college graduation. *** is only willing to work with us if we will remove negative reviews and that is unacceptable. We called in issues with the pool and spa heat on 12/12, 12/13 and 12/14. We only stayed at the home late 12/11 through 8am 12/16. In addition to the above issues:- There was no physical guest book to explain how to use anything in the home. Their pre-arrival checklist shows this was in the house but was not.- The annex is listed as a 2br however 1 bedroom is in the living room and can only access the bathroom through the other bedroom - ******* grill was broken and we had to have a tech come out and adjust the lines. The pre-arrival report shows it was working but it was not.- We were supposed to have resort amenity wristbands at the clubhouse but were told they were never authorized. Spent 1/2 a day waiting for them.- Video screen was discovered broken at 10am on 12/12 and reported immediately - No more room for add'l issues

  

  Business Response

  Date: 12/27/2024

  Hi *******, 
  As a hospitality company, we are truly sorry for the difficulties you encountered at the start of your stay. Our guests are of the utmost importance to us, and our team strives to go above and beyond to ensure a wonderful experience for everyone. We have a record of each service request made during your visit and the measures taken to address them. Rest assured that when the concern was reported to us on December 12th, the day after your arrival, we promptly dispatched our technician to rectify the issues and he attended to the property within a few hours of us being notified of the concern. At Magical Vacation Homes, we pride ourselves on providing outstanding service. Although the pool condition was reported to us the day after your check-in, we offered you a complimentary late checkout as a gesture of goodwill, aiming to ensure you and your family enjoy a wonderful vacation with us. While unforeseen issues can arise during a stay in a vacation rental, we agreed to issue a full refund of the pool/spa heat charges as a gesture of goodwill. Regarding the damage to the arcade game, as we discussed, the pre-arrival inspection conducted at 4 PM confirmed that the screen was intact and undamaged at that time. While we do appreciate you reporting the issue within 24 hours of your arrival, the damage was not present upon your check-in. We have carefully reviewed the circumstances surrounding your stay. Given that you and your guests remained in the home for the full duration of your reservation and that the issues you experienced were addressed on the same day they were reported, we have determined that no further compensation is warranted. While we understand your frustration, resorting to BBB complaints, negative reviews, or initiating a chargeback to seek additional compensation is not aligned with how we conduct business. Our primary goal is always to ensure our guests have a wonderful and memorable vacation experience. Warm Wishes, MVH 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22719213
  
  I am rejecting this response because:

  1. We were NEVER offered a complimentary late checkout

  2. You did NOT agree to a full refund of the pool/spa heat.  You only agreed to a refund IF we removed negative reviews.  I told **** I would gladly edit the reviews to show that you were willing to work with us, but would not alter the documentation of our experience.  I contacted a lawyer and it is not even legal for you to only offer a refund if we remove our review.

  3.  We did not damage the game and reported it as soon as we saw the broken screen.  In addition to that, even if we had broken it, we were charged for accidental damage protection.  Why are we also being charged for the screen which we did not even break?  It is our word vs yours and I am telling you we did not break it.  Apply the damage protection and refund the $310 you charged us.  The terms and conditions of the accidental damage protection show that we must report damage within 24 hours which we did, yet we were still charged.  Again, **** said this would be done ONLY if we removed our negative reviews.  

  4.  You left us no choice other than to leave reviews to warn other renters and to contact BBB for assistance since you refuse to answer our emails or phonecalls.  If you are not willing to resolve this matter, our next step will be a civil case.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/27/2024

  The company is unwilling to resolve this issue, I have tried to contact them 4 times and they will not reply or return calls.  We were charged $155 for "Accidental Damage Protection" yet they still charged my cc $310 for a game that we reported as broken and they are trying to blame us for.  We did not break the game, it is our word vs theirs and they are unwilling to remove the charge even though we paid for insurance.  They are also unwilling to refund the pool heat even though they agreed to remove it.  They sent me an NDA telling me I would have to remove all negative reviews and would not be allowed to post or speak about the experience in order to receive the refund.  This is illegal as we paid for a service we did not receive and a refund should not be based on whether or not we have posted a review.  

  Customer Answer

  Date: 01/14/2025

  Good evening, I would like to check the status of this complaint as it has been two weeks.  Thank you 

  Customer Answer

  Date: 02/03/2025

  Why is my complaint not showing on the BBB website?

• Initial Complaint

  Date:11/27/2024

  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.

  Currently staying at the RVH_585M | ************ at Magical Vacation Homes on at X** **** ******** Ct. If you are the homeowner for this rental I hope you read this as this is your ***utation on the line. This house advertises a fully operable arcade. While I understand some things happen out of your control it is still the expected that some type of compensation or substitution be provided. We checked in late Sunday (11/24) night and played the arcade games maybe 10 mins because we were all tired from traveling. Next day we played a little in the morning and had to call someone to fix 2 of the games by the afternoon. They came around 4pm and fixed it and by the evening it (driving game) was inoperable again. So called again the next morning (Tuesday-11/26) to have someone fix it and they didnt show up until 4pm and left a note saying its Out of order. So I sent an email and text the following morning (Wednesday-11/27/24)) to see if I could find someone to fox it. Nothing!! Called and spoke to the Care team and the *** basically stated it was out of their control and they have someone working on it (third party). While thats understandable it is extremely in appropriate and illegal to have a customer pay for services that havent been provided. I paid several thousand dollars for a luxury home with an operable game room and I got a partially operable game room with no compensation for what I consider now false advertisement. When you take someones money in exchange for goods or services you better deliver and if you cant you better be p***ared to provide compensation to the customer as a resolution. You will not take my hard earned money and refuse to provide what you advertised.

  

  Business Response

  Date: 11/27/2024

  Hi *******,
  We truly apologize for the inconveniences youve experienced. As a hospitality company, we aim to provide the best possible experience for our guests. During your stay, we have treated you with the utmost professionalism and worked diligently to correct the issues which were shared with us, we have no control over issues that may go wrong but are committed to trying to get them resolved.  
  As you mentioned, when you arrived at the property, the driving arcade was operational, and you were able to enjoy it. The day after your arrival, we received a call to place a work order for an issue unrelated to the arcade game. When the technician arrived around 4 PM to address that concern, you mentioned at that time that the arcade game was not working again to which he rebooted the system right away. On Tuesday, November 26th, we received a call to our office for the arcade, and we informed you that a technician would be out to the property before 7 PM to assist, which you acknowledged. The technician arrived around 4 PM and attempted to reset the system but was unsuccessful. He then reached out to our arcade vendor, as the arcade is handled by a third-party service provider. Unfortunately, we have no control over their schedule.
  As outlined in the contract you signed, "Any problems that arise during the Rental Period that do not constitute an emergency, as determined by Magical Vacation Homes, will be remedied during or after the Rental Period, based on the severity of the problem, and at the sole discretion of Magical Vacation Homes." While we understand your frustration, leaving negative reviews solely to seek monetary compensation is not in line with how we conduct business. Our primary goal is always to ensure our guests have a wonderful and memorable vacation experience. Warm Wishes, MVH 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22612135
  
  I am rejecting this response because:

  There was a missed opportunity to make things right for the customer. I completely understand it being "out of their hands" because machines break. My issue is not that the machine broke, it is that they had no back up plan to provide the customer when it became inoperable. I spent extra money on this "luxury home" because of this arcade room with dual driving games. We spent less than half our time actually being able to play it (i.e Sun night and Monday morning....that's it!!!) Is it their fault it broke? No. Is it their responsibility to try and fix it. YES! it is unfortunate the third party you hired wasn't available to fix it due to their schedule. Sounds like you need to have a better back up plan so that your customer can actually get what they paid for instead of being told there's nothing we can do when it breaks. That is completely unacceptable. I receive better compassion, validation and customer service at fast food restaurant when they get my order wrong. Furthermore, to insinuate that I posted this comment just to "receive compensation" is a lie. If you notice from my original statement I stated "compensation or SUBSTITUTION"!!! Offer something as an alternative if you can't produce what you advertised!! Anything other than your nonchalant response of "Sorry...nothing we can do". This is where you fail at customer service. I'm a firm believer in don't tell me what you CAN'T DO...tell me what you CAN DO. If you can't fix it for whatever reasons you provided then WHAT ELSE CAN YOU DO. That's what I was looking for!!! Expecting a customer to just accept your total lack of planning is a failure on your part. How would you feel if you purchased something and then it wasn't available...regardless of the reasons you would want to be compensated appropriately. That comes in various forms and again had you offered something other than "you just have to wait and hope they fix it" I wouldn't be so upset right now. Your customer care *** stated there is nothing more we can do. Great! So I want everyone else to be aware that if you ever rent from this company and there is an issue with the arcade, heat pump on the pool or plumbing issues (read the other reviews)....good luck! You are just out of luck. This company cares little about customer service. They will take your money and hope you don't say anything. On the contrary....I will make this situation known on EVERY SINGLE REVIEW WEBSITE available so people can be aware and hopefully steer clear of this unprofessional and greedy organization. You had the ability to do the right thing and you failed miserably!! Sad part is I've rented multiple homes from you guys in the past.....never again!! 

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

  

  Business Response

  Date: 12/06/2024

  Hi *******,
  As mentioned in our previous response, our team conducted an arrival inspection that included pictures confirming the arcade was operational at that time.
  When we received your call regarding the arcade issue during your stay, our team promptly attended to the property the same day to address the concern and ensure you and your family could enjoy this amenity. While we strive to maintain all equipment in perfect working order, occasional malfunctions can occur unexpectedly. Our technician made every effort to resolve the issue, including rebooting and troubleshooting the arcade system. Unfortunately, these steps did not restore functionality, necessitating assistance from our trusted arcade vendor. Since the vendor is an independent service provider working with multiple property managers in the area, we are unable to directly manage their scheduling. While we understand the frustration this may have caused, please know that our team made every effort to repair the arcade during the remaining days of your stay. 

• Initial Complaint

  Date:09/27/2024

  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 had a terrible experience with Magical Vacation Homes and are extremely dissatisfied with their customer service. They were confusing and difficult to work with through the duration of our stay. I left very important heirloom jewelry behind and called their hotline about it an hour after leaving the rental detailing exactly where the jewelry was left. I had to follow up eight times and was told each time that someone would be in touch with me, but was never contacted. I was finally assured that the jewelry had been found, then 2 weeks later was told that this was not true and that there was a miscommunication. They showed no real remorse over this mixup or the loss of my valuables. They have not been caring or considerate in any of their communication. They informed me that nobody had stayed in the house in the 12 days following our booking, so I dont see why they were not able to go retrieve my jewelry after I detailed exactly where it had been left. I cant help but wonder if their cleaners or someone within their company has stolen and/or sold the valuable jewelry. The items that I lost were irreplaceable, but in my opinion, the appropriate customer service action would be a partial refund to help me purchase comparable replacements, seeing as they assured me that my items were found and then after a week of no answers the jewelry suddenly was never found?

  

  Business Response

  Date: 09/30/2024

  Hi ****, As a hospitality company, we are truly sorry for the difficulties that you encountered at the start of your stay. Let us begin by saying our guests are of the utmost importance to us and our team will go above and beyond to ensure all of our guests have a wonderful experience. The only record we have of communication during your stay was regarding the addition of pool and spa heat to your reservation. There is no further record of you or anyone in your group reaching out for assistance during the remainder of your stay, so we are unsure how we may have been difficult or confusing to work with during your time with us. We sincerely apologize for any confusion or miscommunication regarding the items you mentioned may have been left in the home. We have spoken with multiple members of your group and explained in detail what occurred. While we understand the frustration this situation may have caused, we want to address that having multiple members of your party leave negative reviews about the home in an attempt to secure a refund is not in line with how we conduct business. 
  Best Wishes,
  MVH

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22348729
  
  I am rejecting this response because:

  Magical Vacation Homes claims to have "described in detail what occurred" with the case of my jewelry being left in their rental property, but has taken no responsibility for their inability to assist with locating and return my left behind items. They have taken no responsibility for failing to be in contact with me after being told many times that a team member would be in contact with me over the span of three weeks. I had to reach out time and time again. They have taken no responsibility for one of their team members, Jasmine, assuring me that my valuables had been found when this apparently was not true. They have not described anything in detail. The only information I have been given was that there was a miscommunication about if my valuables had been found. I described in detail exactly where my things had been left in the property. Nobody communicated to me that a team member would be sent to retrieve my items. To me, this would be the most basic level of customer service required to remedy this issue. In their responses to me, they are not doing anything to remedy this situation or address my confusion. 

  Two ****** reviews were left from our party of roughly 15 people. We left poor reviews because of the poor experience we are having with this company. The rest of our party is in agreement with this experience, so if they would like the leave a negative review as well, I believe they have the right to do so.

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

  

  Business Response

  Date: 10/23/2024

  Hi ****,
  We understand the frustration you and your group have experienced, and we have explained the situation in detail to several members of your party. I sincerely apologize for any miscommunication regarding the search for your items. While we made every effort to locate the missing items, please note that we are not liable for any belongings left behind in the home.
  We have no issue with guests sharing honest feedback. However, its important to note that the reviews posted by your party seem to be directed at the home itself, despite no concerns being reported during your stay. This gives us the impression that the reviews may be related to the compensation request rather than the actual experience at the property. Warm wishes, MVH

• Initial Complaint

  Date:07/16/2024

  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.

  This is my third house rental with magical vacation villas. Unfortunately there always seems to be a problem with each house. Im currently staying in a house that upon arrival air conditioning isnt working. I reached out to them and they said they would control it remotely..?? There are 8 bedrooms and only 2 tvs work. The game room none of games work. My family and I spent a good amount of money to not deal with these issue. A hotel would never do this and it costs anywhere from a ******* a day. *** spent over ****** dollars for the house to only have issues when I should be vacationing, which is my whole purpose in Florida. I can honestly say magical villas and home owners present a good lie. I will write a review for each house. Unacceptable.. people save money to be able to have a trip like this. Instead you have mediocre service and employees who dont want to do there job

  

  Business Response

  Date: 07/16/2024

  Hi ********,
  Unfortunately, it appears that you did not reserve a property directly with Magical Vacation Homes. For any concerns or refund requests, please contact your booking agent directly.
  Thank you for your understanding. MVH 

• Initial Complaint

  Date:07/02/2024

  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 booked a rental home for our family's vacation. It was advertised to have a heated pool and hot tub. When we went out to the pool, it was in an unacceptable state. It had layers of algae all around the trim, etc and the water was green and was not clear throughout. The neighboring pools were sparkling so there is no regional issue, etc. that would cause this to go untreated. The rental ** sent out the pool tech and he scrubbed some areas and dumped chemicals in. (See enclosed emails)We were never offered an explanation for this issue and most importantly the issue was never resolved. Our family was never able to swim in the pool. The hot tub was in even worse shape. And nothing was heated. When I asked for a credit on our stay, it was ignored. When I pointed out more issues and just the general nasty state of the place, it was ignored. When we finally checked out (I was forced to use the rental house as we'd not budgeted to pay for two houses so that we **uld have the pool we were promised) ... I circled back to them and pointed out my credit request had been ignored. That also went without response. This **mpany has done nothing to rectify this situation to our satisfaction after we booked a house based on how it had been advertised, and unfortunately found that not to be the case.

  

  Business Response

  Date: 07/03/2024

  Hi *******,
  As a hospitality company, we are truly sorry for the difficulties you encountered at the start of your stay. Our guests are of the utmost importance to us, and our team strives to go above and beyond to ensure a wonderful experience for everyone. We have a record of each service request made during your visit and the measures taken to address them. Rest assured that when the concern was reported to us on June 25th, the day after your arrival, we promptly dispatched our pool technician to rectify the issue and he attended to the property within an hour of us being notified of the concern. At Magical Vacation Homes, we pride ourselves on providing outstanding service. Although the pool condition was reported to us the day after your check-in, we offered you a complimentary late checkout as a gesture of goodwill, aiming to ensure you and your family enjoy a wonderful vacation with us.
  Unfortunately, we only received communication regarding additional concerns in the home on the day of your departure, which did not allow us the opportunity to address them during your stay. Regarding the pool heat, as this is an additional amenity, I do not see that it was added or paid for on your reservation, so the pool and spa would not have been heated.
  Thank you for your understanding, and we sincerely apologize for the unforeseen inconvenience. We certainly hope you will give us another chance to restore your confidence in us and demonstrate our dedication to true hospitality.
  Magical Vacation Homes

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21934283
  
  I am rejecting this response because:

  The pool heat being an additional amenity was added per your rep as the original rep misquoted the price as already including the heat. So yes. It was turned on. Again, per the note I received from your rep.

  You did *not* offer any type of late checkout and I would ask you to prove that you did.

  You're correct in that I didn't mention all of the additional issues until checkout because again you had *not* solved our complaints to our satisfaction initially. Nor when we brought the lack of response to your attention. 

  The fact remains that we prepaid thousands of dollars for a rental house that was shown to be in a certain condition. When we arrived, it was not as such. And you all never rectified those matters. Despite the pool being scrubbed there were still layers of algae and muck and it was unable to be used. I didn't call your attention to the hot tub heat in particular during our stay because the water and the surrounding of both the pool and the hot tub were so disgusting they couldn't be used. 

   

  Again. Please issue a refund. This is unacceptable and I will be telling everyone I possibly can about how terrible your company is and what a garbage business you all run. I will be contacting the local news so everyone in and around central ** can be aware of how they should steer clear of your company. 

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

  

  Business Response

  Date: 07/03/2024

  Hi *******,
  I have attached screenshots of our conversation on June 25th where I offered a late checkout for your group due to the inconvenience. Unfortunately, the first report we received of the pool's cleanliness was on June 25th at 4:30 pm, which was the day after your check-in. We dispatched our pool technician right away, and he arrived around 5:45 pm the same day, as communicated with you. Following his visit, he confirmed that the pool was clean and suitable for swimming. Unfortunately, after his visit, we did not receive any further communication from you advising that the pool was still not clean. We followed up with you regarding any additional concerns in the home, but you only responded four days later on your checkout day, which did not allow us to verify or address the concerns.
  I have also reviewed your reservation and see that complimentary pool/spa heat was given at the time of booking. I have attached a screenshot of our pool analytics showing that the pool reached its set temperature throughout your stay. For the spa to heat, there is a 60-minute timer on the wall that needs to be engaged to produce the heat. As they work on the same system, when the timer is engaged, all the heat will redirect to the spa. When the timer is not engaged, the heat will direct to the pool. Unfortunately, we received no notice during your reservation that the pool/spa heat was not functioning as you mentioned.
  During your stay, we treated you with the utmost professionalism and worked diligently to correct the issues that were shared with us. While we have no control over unforeseen issues, we are committed to resolving them promptly. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21934283
  
  I am rejecting this response because: this is absolute garbage.  You all are owning nothing - you're dodging the complaints I'm making... and the fact of the matter is: you are advertising something that is *NOT* in the shape it's presenting as being in.  My earlier comments stand.  I do not accept.  I am requesting a refund.  I will contact local news to make it as widely known as possible what a sham you all are running. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/12/2024

  Hi *******,
  This is our final response concerning this matter. We offered a complimentary late check-out as a form of compensation, which you did not respond to. We will not continue to go back and forth on this issue.
  Thank you for your understanding.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21934283
  

  And this is my final complaint on this matter.  I've already contacted the local news.  Late checkout for being unable to touch the pool or the spa due to its disgusting condition does not compensate fairly.  You advertised something that was NOT as it was shown. 

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

• Initial Complaint

  Date:06/08/2024

  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.

  I booked a property for dates Jun 9-13th. My reservation was cancelled. When I called to see why it was cancelled I was told it was because I didnt upload my Proof of identification in he time period requested. So I was advised by a representative to rebook the home because if I did not it would still be available for others to book so I rebooked. Upon rebooking there was a problem with the pricing so I called in to have it corrected. I spoke with *** and explained to her what happened with my previous reservation being canceled and she assured me it would be corrected and she told me to go head and upload my Identification documents. MAGICALLY (pun intended) after they see my ID (Im a black woman) my new reservation was cancelled. So at this point after being advised by a representative at this company to rebook I am now out of 4000 that they said was refunded but of course that takes time. So here we are in ******* for vacation with NO PLACE TO STAY. I explained this to the rep and asked to speak to a manager she advised that she could speak to a manager but a manager would not speak to me because they dont work weekends! Pathetic to show no regard to this situation. I HAVE ALSO ATTACHED A EMAIL FEOM THE REP TO SHOW PROOF THAT ABSOLUTELY NO CARE FOR MY SITUATION WAS SHOWN WHEN THE ONLY REASON I REBOOKED IS BECAUSE THE REP ADVISED ME TO DO SO. I prefer a conversation with the owner at this point. This company is pitiful per my experience and the other 23 people who has filed complaints.. (Also *** said she would call back to let me know what was going on and if anything could be done instead I get a email back stating she was too busy to call meanwhile we still have no place to go. But I guess other guests were of more importance. I also attached her email response for proof of her ridiculous response).

  

  Business Response

  Date: 07/11/2024

  Dear *******,
  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration this may have caused.
  Our records indicate that your first reservation was made on June 6th, 2024,and subsequently cancelled on June 7th, 2024, as it did not meet our last-minute booking requirements. A full refund of $2,108.82 was issued on June 7th, 2024, and an email notification was sent to you immediately.
  Your second reservation, made on June 8th, 2024, for a stay beginning on June 10th, 2024, was also cancelled promptly as it similarly did not meet our booking criteria. A refund of $1,896.11 was issued on June 8th, 2024, and an email confirmation was sent to you the same day.
  At Magical Vacation Homes, we value and embrace diversity, employing individuals from a wide range of cultural and ethnic backgrounds. We are committed to providing exceptional service to all our guests and deeply regret that your experience did not reflect this commitment.
  We appreciate your feedback as it helps us improve our services.
  Sincerely,
  Magical Vacation Homes Leadership Team

  Customer Answer

  Date: 07/21/2024

  Response that gave was not acceptable. I am just now seeing this update and would like it to be reopened.

  Customer Answer

  Date: 07/22/2024

  Magical vacation homes initial response did not address the concerns I listed. Also they did not agree to apologize or compensate for the big inconvenience I was caused on my vacation with me and my family. I would like this to be addressed asap. My entire vacation was ruined because I did what I was advised to do which was re book the home and that reservation was cancelled leaving 4000 dollars of my vacation funds on hold with no place to stay.

  Customer Answer

  Date: 07/22/2024

  Magical vacation homes initial response did not address the concerns I listed. Also they did not agree to apologize or compensate for the big inconvenience I was caused on my vacation with me and my family. I would like this to be addressed asap. My entire vacation was ruined because I did what I was advised to do which was re book the home and that reservation was cancelled leaving 4000 dollars of my vacation funds on hold with no place to stay.