ComplaintsforHoliday Surf & Racquet Club Condominium Assoc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi my name is Adrienne ********.  I booked my room on June 5th to Holiday Surf and Racquet Club in Destin Florida. I used my Discover credit card charged $1822.99. Confirmation number *************. My family stayed at Holiday Surf and Racquet Club on June 19th-23rd.  Our room number was 705. While on our stay the 1st day the room smelled like mold. The shower did not drain.  The microwave caught on fire.  It was reported and never fixed.  Then the 2nd day the  refrigerator was not functioning properly.  We Reported that as well.  Then we attempted to wash clothes and the machine would not drain.  The clothes also had a mold smell.  I had to go on the patio to sleep several nights because I could not breathe due to the mold.  Then while on the patio the person beneath me was smoking cigars night after night.  He was reported and still nothing done.  Every morning issues were reported and nothing was resolved. There was never a Manager on site during our complaints. Due to the inconvenience, unpleasant stay and my health, I deserve a refund. A month later I’ve been in and out of the hospital now on a Breo Ellipta inhaler 200/25. An inhaler that is extremely costly and I’ve never had to use before from the mold. Also experiencing headaches, bloody nose, eye irritation and non stop coughing. I have now been referred to a pulmonary specialist.  My mother is asthmatic as well and has has been having issues from the mold as well. We went to the office and told them and they dismissed everything.  So now I am reporting them due to this negligence. Adrienne ********

  Business response

  08/24/2023

  Despite being onsite 9:00am - 5:00pm each day of her reservation, the communication that came from Adrienne regarding the negative experience of her stay was reported over a month after her departure. There was no report given to the rental manager or general manager regarding this guests stay while she was onsite. There is a manager onsite 7 days a week during 'banking' hours of 9-5.

  When researching these complaints, the only work order noted was the day of departure for the microwave. This unit was a departure the same day Adrienne arrived with none of these items reported. Also, there have been 9 reservations comprising of 50 rental days in the unit since this guest with no complaints. This unit is not advertised with a washer or dryer mainly because there is only a washing machine in the unit and the owner preferred it for owner use only. Adrienne has put negative reviews to receive a refund on the unit property, Trip Advisor and BBB. 

  Customer response

  08/25/2023

  My complaint was told everyday to the staff of Holiday Surf and Racquet club.  I even escorted an on site Manager to the property of the room that was smoking below us.  Every our upstairs balcony smelled of cigar smoke and NOTHING was done. It is a non smoking property.  We were told the room below us was fined and they never stopped smoking.  Also I have documents going to the Dr after my stay. The room I am attaching below smelled like mold.  Numerous complaints were made.  Also attaching the long term medicine I am now taking and was prescribed after staying there.  Breo Ellipta 200/25.  I am also now having to see a pulmonologist as well.  I am attaching that as well.  All this occurred while staying there.  I immediately went to my Dr when I returned.

  Customer response

  08/25/2023

  This was a call made to the front desk on Tuesday June 20th at 8:28.  This was regarding the smoking we were smelling on the balcony.  This same night I went down to the front desk after calling and escorted a gentleman to the room it was coming from.  He then said he would fine them and let them know to stop.  The smoking went on the rest of our trip after several attempts to get them to stop.  We were never able to go on our balcony the entire trip because the cigar smell was coming into our room every night.  I attached a phone record of the call I made to the front office.  The number was ************.  The problem with this resort is you report incidents and they choose not to document them.  I went to to the front desk with complaints 5 different times.  They chose not to report any of the incidents.  I even called them at night.  The microwave caught fire as well on our last day and I believe the only reason they documented it was because we were leaving and it HAD to be fixed before the next guest.

*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. ↩