ComplaintsforOcean Reef Resorts, Inc.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I searched the internet for a 5 bedroom house on the beach with a pool and selected the Frangista Pear leased by Ocean Reef Resorts. We paid $5,716 and $336 to heat the pool. The first night we noticed that there was a water leak with mold in the bunkbed bedroom (safety concern since it was for my Grandchildren), the pool was not heated and the sliding door on 2 floors would not open (safety concern). You will see scratches on the door in the pictures and their maintenance person said they will not fix them since they are $10,000 each for 3 floors. We had them come out to heat the pool but it did not heat (they did credit me for my addition cost but not for the lack of use since it was cold that week). So we needed to make other sleeping arrangements. There were several other issues (mold in the kitchen window that was not closable, and were going to leave but the sent us an I have reached out to Ocean Reef several times during our stay and after. We lost time at the beach and sleep making sure me or my sons were near the sliding door in case of fire and we had to break the glass. This is not how you want to spend your vacation. If you look for a 4 bedroom house with no pool on the beach it is much less expensive. I have attached the email from Theresa at Ocean Reef that says "In regards to any compensation request, we do ask guests to call us at 850.837.3935 at the end of your stay and we would be happy to place a compensation request for all issues you encountered during your stay" and they offered us $200.00 credit. Warning, if you stay the whole time your can not dispute it with your credit card and I believe they know that so you have no recourse.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We stayed with Ocean Reef at Deja Blue in Blue Mountain Beach, FL from 10/14/23-10/17/23. Upon arrival, our unit was not ready to check in until minutes after our check-in time. It was obvious that the cleaners were there cleaning from the previous renters because their cleaning van was still there when we first drove by. When checking the house out, we noticed it was in pretty rough shape. Immediately, we noticed the garage had not been cleaned up. There was a cat litter box in along with a golf cart (that had a partially broken rear view mirror sitting on a table in the garage). We assumed the golf cart and litter box were the owners. When bringing our luggage in to our master bedroom, we immediately noticed cat urine all over the large master bed room rug. There was a sense diffuser plugged in to try to hide the cat urine's smell, which it did for about a day. The smell quickly took over though. We also noticed some cat urine on other rugs throughout the house. Unfortunately, my 7 year old son has severe allergies to cats, and got sick half way through our trip. Luckily, we only had reservations for this house for three days. If it would have been any longer, I would have called Ocean Reef and demanded to move places. The worst part about all of this is we paid around $450 for a cleaning fee, and Ocean Reef only gave us $100 back. This was insulting and absolutely ridiculous. Then, they charges us $450 for the golf cart repair, in which we did not cause. It was obvious the golf cart company or cleaners did not check the golf cart between our stay and the previous renters. We demanded them to contact the renters before us and they blew it off. I asked to speak to high management and they told me, "they couldn't promise a call back from upper management." It took numerous emails with no replies (several times) until we finally got a response saying they would refund us "only" $100. The communication and resolution from Ocean Reef has been beyond terrible.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family, along with our close friends, stayed in a rental with Ocean Reef Resorts in Santa Rosa Beach Florida. There were a few cleanliness issues while staying, but we chose not to complain and take care of the issues ourselves. A few days after my return home from Florida I received an email from this company telling me we had cracked the glass cooktop stove and that I had been charged $986.68 to cover the cost of repair. This was a Tuesday and I found out I had unknowingly been charged two days prior. The first issue is simply their customer service, they charged me and didn’t contact me for multiple days, not only that, they emailed me without any conversation about the issue. The biggest issue here is that we DID NOT do this damage. We rarely even touched the stove top, and never once heard or saw a crack-you would hear damage like that happen. (There are thick layers of cooked on grease all over the stovetop) I immediately called the company and was told they would reach back out- to no surprise they never did. Not a call, not an email. I emailed them 9 more times asking for some answers to questions I had with this email- and no response each time. I wanted to seek some answers as to why this stovetop was repaired (for SO much money) when a new one could be bought for so much cheaper- the stove was evidently old. I wanted to see the time stamp on the picture they sent me of the damage. Along with knowledge of whether someone else entered the condo after us. I wanted to receipt of repair to see the work was actually done, and by who. I wanted to be sent pictures of the repaired stovetop to know it was actually taken care of. I find it odd and hard to trust that I received no response from either the company or maintenance department. I am standing by the fact that we did not do this damage, and seeking a full refund of $986.68 from Ocean Reef Resorts. Thank you.

  Business response

  11/02/2023

  We value the feedback from our guests, and we'd like to address your concerns directly.
  
  Stove Installation & Damage: We understand from our records that the stove was newly installed in June by a third-party vendor. Given that the stove was relatively new, we take any reports of damage seriously. (so new, the images on our website have yet to be updated). It has come to our attention that the damage was noted immediately upon your departure, which is the basis for the charge to your account. The delay in processing the payment correlates with the need for a quote for the repair work.
  
  Communication: While we did send an email detailing the charge, we acknowledge and apologize for the oversight in not discussing the matter with you prior to levying the charge. Effective communication is key, and we should have ensured you were well-informed before any action was taken.
  
  Cost of the Damage: The amount charged to your account, $986.68, corresponds precisely with what we paid the third-party vendor for the repair. We understand that this might seem steep, but the costs often encompass various elements beyond just the part itself, such as labor, service fees, and any associated logistics.
  
  Response Rate & Transparency: Your multiple attempts to connect with management without receiving a timely response is deeply concerning. This delay in communication is not in line with our commitment to excellent customer service, and we sincerely apologize for this lapse. We can share the before-and-after photos of the stovetop, giving you a comprehensive view of the situation.
  
  Refund Request: After careful consideration of the sequence of events and the detailed information provided, we have thoroughly reviewed your request for a refund. We regret to inform you that we are unable to waive. We place a strong emphasis on maintaining our properties to the highest standards, and while it is sometimes necessary to charge for damages, it's always our intention to do so with fairness and transparency. Please know that this decision was made with a thorough assessment of the situation, keeping in mind the best interests of all parties involved. We deeply value our relationship with our guests (especially repeat guests like yourself) and aim to address concerns with clarity and integrity.
  
  In conclusion, we understand the importance of trust and transparency in our relationships with our guests. While we stand by our decision, we are genuinely sorry for any distress or inconvenience this situation may have caused you. Our commitment to providing exceptional experiences for our guests remains paramount, and we will take the lessons from this situation to improve our services further. We sincerely hope that, despite this setback, you will consider staying with us in the future, allowing us another opportunity to serve you better. Your satisfaction and trust are of utmost importance to us, and we thank you for bringing your concerns to our attention.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Our stay at the Oceania property from 9/23 to 9/30, managed by Ocean Reef was disappointing, frustrating, & their advertising of the property is misleading.While I appreciate that issues can arise, as a repeat guest of properties managed by this company I expect a clean & comfortable stay.Upon entering the property,I found the overall lack of cleanliness a major issue.The property is advertised as “completely refurbished,” but there is wear & tear throughout.It is a level of wear and tear that does not occur in just a few months.The property is also advertised as having new furniture in several rooms, & the pictures show different furniture than what is currently there.The hardwood floors are badly worn,scratched,& in some places gouged.There are light fixtures hanging down from the ceiling in multiple rooms.In the kitchen, multiple cabinet doors & drawers have been scratched & damaged.The granite countertop around the sink is cracked.The living room was a major disappointment.Online,the hardwood flooring,furniture, & rug look to be in pristine condition.This is no longer the case.The fabric furniture is badly stained, the rug has been removed,the couch advertised is no longer there & there are fewer chairs.My guests & I were so uncomfortable with the condition of the living room furniture that we covered it in sheets during our stay to avoid sitting directly on it. Also, in the dining room, the chairs are different from what is advertised online.The second floor patio furniture as well.The settee has been replaced by two chairs that do not match the existing patio furniture.Those chair cushions have a cigarette burn & what appeared to be mold. The table is not level, so two dirty paper towels were placed under the legs.The primary bedroom on the third floor had poorly hung paper blinds instead of the draperies featured online.The overall condition of the property was disappointing,misleading, and left everyone feeling uncomfortable during our stay.

  Business response

  10/30/2023

  We extend our sincerest apologies to you for the experience you had during your stay. We pride ourselves on offering guests the highest standards of service and accommodations, and it's evident that, in this instance, those standards were not met.
  
  Your detailed feedback is genuinely appreciated. It not only provides insight into areas needing immediate attention but also helps in improving services and properties for future guests. We recognize how vital it is for guests like you to experience the promised comfort and cleanliness, especially as a valued repeat guest.
  
  Addressing your concerns:

  Cleanliness and Maintenance: We're sorry for the wear and tear you encountered. We strive to maintain our properties to high standards and have launched a comprehensive review of the property to address these issues urgently.

  Misrepresentation: We understand the importance of accurate advertising and will review our online listings to ensure they reflect the current state of the property. This measure is taken to ensure future guests aren't met with surprises upon arrival.

  Furniture and Fixtures: The discrepancies you noted between advertising and the current state of the property, including issues with flooring, kitchen, and living areas, are deeply concerning. We will investigate these and ensure any damaged or missing items are promptly replaced.

  Comfort: We genuinely regret that the state of the property affected your comfort. Your well-being and satisfaction are paramount, and it's regrettable that these were compromised.
  
  While some issues were addressed in-house during your stay, and a discount was extended for a future stay, we understand if you're hesitant about returning. However, we hope you will consider giving us another chance to make things right.
  
  Thank you for bringing these matters to our attention. We assure you that the necessary steps will be taken to prevent similar incidents in the future. If you wish to discuss this further or have other concerns, we invite you to reach out directly.

  Customer response

  10/31/2023

  
  Complaint: 20767873
  
  I am rejecting this response because Ocean Reef Resorts offers a 10% discount for returning guests, and the offer extended was only a 5% discount on our next stay. In addition, I have researched reviews about the specific property we stayed at, and those reviews cite similar issues my guests and I experienced prior to our stay. 
  

  I would like to know when the advertised pictures were taken and what actionable items management took with the prior notice from previous lessees. I also am requesting the provision from my lease agreement showing at the owners and management companies discretion they can use misleading advertising to entice lessees to rent. 

  Sincerely,
  
  Jill ******

  Business response

  11/02/2023

  Thank you for taking the time to provide further feedback on your experience. We genuinely value our relationship with our guests and always strive to ensure a transparent and positive experience for everyone.
  
  In regards to the discount, we'd like to clarify a few points. The 10% discount you mentioned is not a standing offer we have for repeat guests. We were running a specific promotion for a return stay within the same calendar year. However, in acknowledgment of the concerns you raised during your stay, we extended a special discount to you, which notably does not expire. We hoped this gesture would, in some way, express our commitment to your satisfaction.
  
  On the topic of advertising, the photographs of our properties on our platform are periodically updated to ensure accuracy. Please rest assured that the intent is never to mislead our guests. Any variations between the photos and the current state of the property would be minimal, as the photos aim to provide a genuine reflection of the property.
  
  We acknowledge the importance of guest reviews and take them seriously. They serve as an essential tool for improving our services. If previous guests raised similar concerns, rest assured that we have taken, or are in the process of taking, actionable steps to address those concerns.
  
  As for the lease agreement, we can certainly provide you with another copy. Our core value is to maintain integrity and transparency in all our dealings.
  
  In conclusion, while we understand your concerns and apologize once again for the areas where we did not meet your expectations, we believe we have addressed the primary issues raised. From our perspective, this matter is considered resolved. However, if you have any further concerns or questions, please do not hesitate to reach out directly. 

  Customer response

  11/04/2023

  
  Complaint: 20767873
  
  I am rejecting this response beginning with the discrepancy of the discount. As a repeat guest, I have been offered the 10% discount every time I have rebooked over the last seven years. The discount is not offered online where I originally began my reservation, so I called your office and your representative told me as a repeat guest I continue to receive the discount. The specific discount you reference was not offered to me as I did not qualify for that. Our last reservation was well beyond the same calendar year. 
  

  On the topic of misleading advertising, a review from VRBO, a tenant notified your company in July that the, “property was more rundown than expected”. Your property’s listing four months later continues to advertise, “The chic look is worthy of the kind of beach home you would expect to see featured in Architectural Digest or Southern Living Magazine.” This advertising is misleading and remains published despite another review from VRBO in August and my own concerns raised in late September. 
  

  In August, a tenant left a VRBO review alerting your company, “the house needs new furniture inside and out.” That tenant also cited listing accuracy and cleanliness issues.
  

  My concerns included these previous tenants issues. The first night of our stay, in addition to the cleaning crew that came out, a representative from your company visited as well and told us our concerns about misleading advertising would be relayed and addressed with your company. 
  

  Your property’s listing continues to advertise, “Gleaming honey-toned hardwood flooring flows throughout. Lavish appointments feature creamy white furnishings…six matching accent chairs. A teakwood dining table includes bench seating and two cloth high backed chairs”.  This ad continues to mislead people despite the pictures your company representative and I supplied depicting the well worn and in some places gouged hardwood flooring, mismatched, missing, and stained furnishings throughout. 

  Sincerely,
  
  Jill ******

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented penthouse 1200 B from 10/14-10/21. First day found pill on tv cabinet in one room, floors dirty in whole penthouse, several pieces of furniture broken, couch hadn’t been vacuumed in months, a few of the beds are really old you sink down when laying in them, found a small toy on the floor that one of the babies could have gotten choked on, then the on 10/17 while someone was taking a bath in the jacuzzi tub gallons of water came through the ceiling in the living room through one of the can light. Filing water all over the floors. Had maintenance come out they then called a contractor to come look at the issue. They advised they wasn’t going to fix it till we left. But found a crack in the tub so now the jacuzzi Tub is out of order and the shower in the master bath hasn’t had hot water but for maybe 2 minutes of your shower. The contractor guy told his boss that this makes the 4 complaint in the hot water situation in the main bathroom. When I called Justin or Chase for the 3rd time over the complaints of the penthouse I was told they would try to get compensation but they would have to wait to see what the CEO said. And for the fact of no hot water in the master bath well we have 6 other bathrooms pick one that’s not an inconvenience. The penthouse definitely doesn’t look like the pics on the website and for the company to actually rent it out knowing!!!! The hot water doesn’t work is ridiculous. We paid over $4600.00 for this place and it’s isn’t worth a dime. We are requesting a full refund.

  Business response

  10/30/2023

  First and foremost, let us express our deepest regrets for the inconveniences and concerns you encountered during your stay. We strive to provide our guests with an impeccable experience, and it's evident that we fell short in several areas during your visit.
  
  The cleanliness and maintenance oversights you mentioned are deeply concerning to us. Every guest should enter a space that is well-maintained and ready for their arrival, and it's clear this wasn't the case for you. We are intensively reviewing our housekeeping and maintenance procedures and will be implementing stringent measures to ensure no future guest has to face similar issues.
  
  We take pride in our commitment to addressing issues as they arise. We are pleased to share that, following your feedback on the hot water situation, we were able to act swiftly and replace all the hot water heaters in the property while you were here. We genuinely want our guests to enjoy every amenity without a hitch. While we did jump into action as soon as we were notified, we recognize that the initial inconvenience may have cast a shadow on your stay. We're making continuous improvements to ensure such hiccups are minimized in the future, and we genuinely hope this shows our dedication to our guests' comfort.
  
  It's also concerning to hear about the discrepancies between our online representations and the actual state of the penthouse. Transparency and accuracy are crucial to us, and we will be taking immediate steps to review and update our online content.
  
  We genuinely appreciate your understanding as we worked through these matters. Rest assured, we're taking all your feedback very seriously. While we did provide compensation, we understand that the true essence of hospitality goes beyond just fixing issues; it's about ensuring they don't recur.
  
  We value your feedback immensely, as it drives us to improve and refine our services. We hope that in the future, should you decide to give us another chance, we can provide an experience that not only meets but exceeds your expectations.
  
  Once again, you have our sincerest apologies for the challenges you faced, and thank you for your patience

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our family stayed at the Sandcastle by the Sea 7/29/23-8/5/23. Upon arrival, we expressed our concerns that the 2nd floor was over 80 degrees. Maintenance came on Saturday evening, said the house needed to just cool off which it never did. Sunday they came and said that we needed to wash the unit down. I guess they thought we wanted to work on our unit while on vacation. Monday they were back again to look at the unit and decided that it would need to be replaced. Tuesday the home owners approved the replacement. That is when the chillers were brought in. Wednesday they can and made the repairs. Meanwhile, the 2nd floor still was 80+ degrees every night. That night it still didn't cool off because it had been off all day long. Thursday night it was 78 degrees when we went to bed and Friday night it was 76 degrees when we went to bed. I spoke to your office everyday because they called me every morning and they sent the chillers but even the last night, the 2nd floor only cooled to 76 with the chillers and the new ac running at full capacity. By morning, the 2nd floor would cool off to around 75 but it is not exactly comfortable to go to sleep every night in 80+ degrees. The obviously knew there was a problem because there were box fans in every room on the 2nd floor. What multi-million dollar home furnishes their bedrooms with box fans? I was patient with them and tried to make the best of the situation since we were on vacation but I was told that we were not due any compensation because I didn't keep submitting complaints even though the office knew of the ongoing problem. And because they replaced the unit on Wednesday, that was sufficient even though our stay was Saturday to Saturday.

  Business response

  08/15/2023

  Thank you for sharing your experience regarding your recent stay at Sandcastle Dreams. We sincerely apologize for the challenges you faced, especially concerning the air conditioning system.
  
  At Ocean Reef, we pride ourselves on ensuring our guests have a comfortable and enjoyable stay, and it's evident that we fell short during your visit. While we made efforts to temporarily alleviate the situation with box fans and portable AC units, we understand that these solutions did not fully meet the comfort level you and your family expected.
  
  Upon reviewing the extent of discomfort you experienced throughout your stay, we are extending you a refund of $1500. We acknowledge that monetary compensation cannot make up for the disruption of your vacation, but we hope this gesture demonstrates our genuine regret and commitment to guest satisfaction.
  
  In addition, we are refining our internal communication and response protocols to address any guest concerns more proactively and efficiently.
  
  We deeply appreciate your patience and understanding throughout this situation. Your feedback is invaluable, aiding us in refining our services and ensuring future guests have exceptional experiences. We hope you might consider giving us another opportunity in the future, with the assurance of a seamless and comfortable stay.

  Customer response

  08/15/2023

  
  Complaint: 20466627
  
  I am rejecting this response because I do not feel that is sufficient considering we paid $13,479.99 for 7 nights and 6 of the 7 nights we slept in temperatures above 80 degrees. I just do not feel that the amount offered is fair. 
  
  Sincerely,
  
  Vanessa ********

  Business response

  08/16/2023

  Thank you for taking the time to communicate your feelings regarding our compensation offer. We genuinely understand and empathize with the discomfort you experienced during your stay at Sandcastle by the Sea.
  
  From the outset, when the top floor air conditioning issue was first reported, we made continuous efforts to address and rectify the situation. Our maintenance team was dispatched multiple times to provide a solution. We also brought in portable chillers as a stopgap measure to alleviate some of the discomfort while we awaited the necessary parts for a more permanent fix. It's important for us to note that our aim was always to ensure your comfort and make your stay as enjoyable as possible.
  
  Once the parts arrived, we acted promptly, and the AC was repaired mid-way through your stay. The subsequent report from the technician confirmed that the system was restored to its full functionality. However, we do recognize that the initial nights were far from the standard of comfort you expected, and for that, we truly apologize.
  
  The compensation we offered was based on our assessment of the situation and was intended as a gesture of goodwill. We understand that for the premium you paid, the expectations were rightfully set high.
  
  Taking into consideration the efforts made, the technician's post-repair report, and the compensation offer already extended, our decision remains unchanged. We deeply regret that this experience marred your vacation, and we genuinely hope you can understand our position. While we would have cherished the opportunity to serve you again in the future, we respect your sentiments. We wish you all the best in your future travels and accommodations.

  Customer response

  08/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20466627,thank you for your understanding and consideration in regards to our situation. Please let me know how we move forward with the compensation offered and we can move forward. Hopefully in the future this will not happen again. 
  
  Sincerely,
  
  Vanessa ********

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved Jade East #420 from June 25 - July 2. Everyone was pleased with the location, view and the unit even though there was a hiccup when we first arrived. I called the office and spoke to Plez, whom was very helpful at the time. On the morning of July 1, I noticed mold and mildew in and around the bathroom a/c vent. I immediately called the office and spoke to Plez. I informed him that there was mold and we all had been sick and would be leaving as soon as we packed. He informed me that he would refund me for the last day and would have someone come and take care of the vent right away. I told Plez that it should be a compensation of more than just a day and he said he would have to check. While we were packing, maintenance came to clean the area. Even after he cleaned, you could see where the mold was under and in the vent. I called the office once we were out and spoke with Jordan who informed me that there would be no compensation at all and that I didn't know if it was mold or mildew and that they took pictures. He stated that mildew forms from the doors being open. No doors had been left open with us. I then called back to the office to speak with Plez a couple days later and he stated that he never told me that I would receive compensation and that the claim he put in was denied. This is absurd. Is this really what kind of company Ocean Reef Is? There was no concern for anyone from baby to elderly.

  Business response

  08/03/2023

  Firstly, we would like to express our sincerest apologies for the inconvenience you and your family experienced during your stay at Jade East #420. At Ocean Reef, we value our guests, and their overall satisfaction is our top priority. It is always our goal to deliver an exceptional experience, and we are deeply regretful that we did not meet these standards in your case.
  
  We are aware of the mildew situation that occurred in the bathroom of your unit. It's essential to clarify that this issue was isolated and resulted from environmental factors inherent to bathrooms, notably the constant moisture in the air, and not from any negligence or disregard for our property's upkeep. However, we acknowledge the discomfort and disruption it caused during your stay, and for that, we are genuinely sorry.
  
  Upon receiving your complaint, our maintenance team promptly addressed the issue. It's part of our protocol to take photographs before and after any maintenance work. This is not intended to dispute your claims, but to document that the problem has been resolved. Despite this procedure, we understand that the presence of mildew still left concerns.
  
  Regarding the compensation issue, we want to sincerely apologize for any misunderstanding or miscommunication during your conversations with our staff. We are currently conducting a thorough review of the circumstances to identify areas where our communication and services can be improved.
  
  In light of your experience, we would like to extend a special offer for your next stay with us, which includes a discount on your booking. Our hope is that we can regain your trust and demonstrate our genuine commitment to guest satisfaction.
  
  We value your feedback and are thankful for the opportunity to address this matter. If you wish to discuss this further, please feel free to contact us. We are always here to assist you.
  
  Once again, we extend our deepest apologies and look forward to serving you better in the future.

  Customer response

  08/03/2023

  
  Complaint: 20406725
  
  I am rejecting this response because: you have not compensated me for the night/day that we did not stay. How do you expect me to spend another cent with your company when you don't stand by what is right and what your employees state? The mold/mildew was under and in the a/c vent which would not make it isolated. It was flowing with the a/c. 
  
  Sincerely,
  
  Ty ******

  Business response

  08/04/2023

  Thank you for your response and for bringing your concerns to our attention. We understand your frustration and disappointment regarding the mildew issue that occurred during your stay at Jade East #420.
  
  We appreciate your point of view on the matter, and we wish to clarify that the decisions made and the responses provided were based on our standard procedures and practices. When the issue was reported, our team acted swiftly to remedy the situation, which was isolated to a particular area, namely the bathroom A/C vent. This was done to ensure that the unit was fit for your continued occupancy.
  
  It appears there may have been some misunderstanding about the possibility of compensation. We want to emphasize that no promises were made in this regard, and your decision to leave a day early was taken independently. We deeply regret any confusion this may have caused.
  
  We understand that offering a discounted future stay does not address your current dissatisfaction. However, as the unit was made fully available to you after the issue was promptly addressed, we maintain our initial decision of not providing a refund for the unused day.
  
  Please know that we value your feedback as it helps us improve our services. We sincerely hope that, despite this unfortunate incident, we will have the opportunity to provide you with a better experience in the future.

  Customer response

  08/04/2023

  
  Complaint: 20406725
  
  I am rejecting this response because: I was told I would be compensated for the day prior to your maintenance guy coming to clean. Just as I stated prior your maintenance person came and tried to clean up. It was not done satisfactorily. There was still mold and mildew as you can see from the pictures. So what you say is a lie, period.
  
  Sincerely,
  
  Ty ******

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We made a reservation through **** to rent a home through Ocean Reef in Florida on 1/15/2023. We paid $5359.92 up front as a deposit for our 2023 vacation rental. We found out about a new law in Florida taking place on 7/1/23 during the time our vacation was due to start about the no immigrants being able to enter into Florida state lines. I contacted **** and was transferred to Ocean Reef at the time and spoke to a gentlemen and explained out situation about not being able to cancel due to cancellation policies but I was able to reserve for a future date. I advised the gentlemen at the time that we didn't have any plans to enter Florida due to the new law taking place and there was no point to reschedule for a future date and if I could get a refund. He placed me on hold and asked his boss. He came back to the line and stated that there have been several other families who have called in regards to the same situation and I was told that they are not granting any type of refunds not even given the gravity of the situation. I contacted my bank and filed a complaint as it was due to services I would not be receiving. My bank granted me a credit and we reserved a new vacation rental in Alabama which I have also added to my docs. My bank did a reversal on the funds and advised I needed to contact the Ocean Reef. I called 877-202-2262 and Andrew connected me with Chase in the chargeback dept. Chase proceeded to tell me that it was my fault for carrying illegal immigrants and that was against the law and that also stated we are only having this conversation because my bank denied my chargeback. I asked Chase if due to my bank not approving my chargeback if they are not going to refund me even if I just paid a fee and he stated no, that they are not refunding me anything due to me traveling with illegal immigrants and that it was illegal. There was no need for the racism. I would like your assistance and to get my refund of $4,483.92. I would greatly appreciate your help!

  Business response

  07/19/2023

  We have received your complaint concerning your booking and the unforeseen challenges stemming from the recent legal changes in Florida. We understand the frustration and disappointment you must be feeling due to these unique circumstances, and thank you for bringing this matter to our attention.
  
  At Ocean Reef, our topmost priority is ensuring customer satisfaction, especially during unexpected scenarios. While our conventional policy does not usually permit refunds, we understand that the new immigration law has led to a precarious situation for families of illegal immigrants.
  
  In response, we allowed an exception to our typical policy, offering customers affected by this development the option to reschedule their bookings to future dates. This was designed to provide flexibility to our valued guests, given the uncertain implications of the new law.
  
  We acknowledge that this resolution may not fully address your specific concerns. In terms of the refund request, it's important to clarify that our policies (signed by you) are primarily to ensure fairness and protection for all parties involved.
  
  Regarding the conversation you had with one of our staff, we apologize if the tone or content gave the wrong impression. Our intent is always to communicate with the utmost respect and professionalism. We take such feedback seriously, and we have addressed the issue with the employee involved to prevent similar instances in the future.
  
  As for the refund of $4,483.92, it's regrettable to inform you that it is not feasible within the boundaries of our contracts with you and our homeowner. However, we value your patronage and reiterate the opportunity for a future stay.
  
  We understand that this may not be the resolution you hoped for, and we deeply regret any inconvenience caused. 

  Customer response

  07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20298880, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Teresa ********

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at B Happy, Miramar Beach, June 18-24, 2023. We stayed 6 nights and was charged $5799 for our stay. It was a 3 bedroom house with a detached garage with an apartment up above. My husband and I stayed there while our family stayed in the home. The first night we barely slept because of the horrible mattress. We noticed some bugs also. My husband called and complained about both the very next day and within the day, we had another mattress and they brought us a can of Raid. We slept one more night in the apartment but woke up with bugs on us the next morning. My husband called again and was informed they were winged ants and that they were migrating but there was nothing they could do. We then asked for a portion of our money back since that room could not be used because of the infestation of the bugs. I felt like a refund of 25% would have been a good compensation since we booked that house for the four bedrooms and one room could not be used. Myself and my husband have sent emails and have called them only to get a small refund of $478.78 which I feel is an insult.

  Business response

  06/30/2023

  
  Thank you for sharing your experiences and voicing your concerns. We acknowledge that your recent stay didn't meet your expectations, and we extend our sincerest apologies once again for any inconvenience caused.
  
  We deeply regret the discomfort brought on by the mattress and the unexpected encounter with ants. We promptly responded to your concerns, swiftly replacing the mattress and providing an insecticide for immediate relief. Despite our swift actions, we understand that the remedies weren't entirely satisfactory and adversely impacted your overall stay.
  
  Concerning the winged ants, it's important to clarify that this was an unforeseen issue, primarily driven by external factors such as open doors/windows and lights that attracted them. Although we cannot entirely control natural insect behavior, we acknowledge that their presence caused discomfort and disrupted your stay.
  We provided total compensation of $700, an amount we deemed fair under the circumstances. However, we understand that you perceive this sum as inadequate. Our intent was to address your dissatisfaction as promptly and effectively as possible, and this compensation was reflective of the costs associated with the affected apartment.
  
  With regards to your recent social media posts, it appears they may not fully depict the actions we undertook to address the issues encountered during your stay. We highly respect and value all our guests, striving to ensure their stay is comfortable and enjoyable. However, considering your recent public response and continued distress towards our staff, it seems we may not be able to meet your expectations. Therefore, it might be in the best interest of both parties to pursue separate paths for future accommodations.
  
  We wish you all the best in your future travels, and once again, we appreciate your feedback.

  Customer response

  07/03/2023

  
  Complaint: 20257502
  
  I am rejecting this response because you did not address our problem during our stay, you merely brought a can of Raid for US to deal with the problem, not you. I can assure you no windows or doors were left open.  "It appears they may not fully depict the actions we undertook", SERIOUSLY?? The pictures of the bugs I posted are just a few that my husband and I picked up around the apartment, several more were still on the floor!!    I took pictures to show you so hopefully Ocean Reef would make things right!!  If you would have given us a better compensation, then I wouldn't have had to go to social media for my concerns.  I hope no one has to encounter the bug situation we had, hence, the reasoning I went to social media.  And don't worry, we will NEVER go through Ocean Reef for any of our stays ever again.  Lesson learned.
  
  
  Sincerely,
  
  Gina *******

  Business response

  07/05/2023

  We appreciate your response and understand your ongoing concerns regarding your stay at our property. We take all feedback seriously as it aids us in improving our services.
  
  Upon your initial complaint, we acted promptly to rectify the issues, providing an immediate solution for the discomfort caused by the mattress and the unforeseen issue with ants. The provision of the insecticide was meant to give you immediate relief while we assessed further actions. We acknowledge that this may not have completely resolved the problem, but it was intended as a proactive measure, not a final solution.
  
  Regarding the intrusion of ants into the apartment, it's unfortunate that this occurred during your stay. However, it's important to note that such situations can often be beyond our immediate control, as insects can find their way into properties through the smallest openings, even with no apparent gaps like open doors or windows.
  
  In terms of compensation, we have already addressed this issue twice, providing a total of $700 in consideration of the inconvenience you experienced. This amount was calculated based on our standard procedures and the direct costs associated with the affected apartment.
  
  We empathize with your frustration, and your pictures indeed provided a clear understanding of the situation you faced. However, the depiction of our actions and our willingness to resolve the issues you encountered, as portrayed on your social media, does not fully align with our efforts.
  
  After taking into consideration all the steps we have taken to address your concerns and provide compensation, and bearing in mind your continued dissatisfaction and public portrayal of the incident, we have decided that no further action will be taken on this matter.
  
  Our intention has always been to provide a comfortable and enjoyable experience for our guests, and we are truly sorry that we were not able to meet your expectations on this occasion.
  
  We wish you all the best in your future travels.

  Customer response

  07/05/2023

  
  Complaint: 20257502
  
  I am rejecting this response because:  Regardless if the bugs were migrating or not, Ocean Reef should have already hired a pest control company to come and spray before their guests arrive.  $700 refund was insulting, considering we spent $1000 a night there and stayed 6 nights.  When you pay that kind of money, you expect a bug free sleep.  I am glad I posted on social media.  I hope people see the management who runs Ocean Reef and will go elsewhere seeing the results that were given to my family.  Lesson learned the hard way!!
  
  Sincerely,
  
  Gina *******

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a condo at Ariel Dunes II unit *** from Ocean Reef Resorts and upon check in at approximately 9:15pm on June 26, 2023 the condo was found unsanitary. I called the after hours number and the OnCall service put me through to Buddy who claimed to be the housekeeping manager. Buddy was informed of the unsanitary conditions as well as emailed pictures of the findings and he stated it would have to wait till morning. I explained to him that we drove 6 hours and had no place to stay the night. He sent the maintenance guy 2 hours later to drop off sheets in a plastic garbage bag. I called the answering service several more times and 4 onCall employees for Ocean Reef never responded. Finally at 1:35am the lady informed me that they wouldn’t take anymore calls and then at 1:50am Fern with the onCall said that it would have to wait till morning. Working all day then driving 6 hours to sleep in the car while I paid good money for a condo that is a health risk is not acceptable. Ocean Reef apparently has no concern for their customers or their health and want them to stay in unsanitary conditions as they lack no concern as long as they take your money. I have pictures of the conditions available upon request : mold growing in air vent, bug in the kitchen, blood on sheets and pillows in twin bed bedroom, dust everywhere, walls scratched and beat up, hair in shower in master bathroom, hair in tub in 2nd bathroom, hair on pillow under pillow case, balcony glass door nasty, purple stain on mattress pad in bunk room, booger dried on the wall, nasty carpet in bedrooms and living room with multiple stains, stains on mattress pad, urine on toilet, nasty kitchen stove & black stuff on roll of toilet paper. Ocean Reef needs to be investigated immediately for renting condos that are unsuitable, unsanitary & unsatisfactory which puts customers at risk. I also have pictures of what they advertise to rent the condo and it sure doesn’t look like this in the pictures.

  Business response

  06/27/2023

  We are extremely sorry to hear about the unacceptable experience you faced during your recent stay at Ariel Dunes II unit ***. At Ocean Reef Resorts, we strive to provide the best accommodations and service, and it's clear that, in your case, we fell short.
  
  Upon receiving your complaint, we initiated a thorough investigation and reviewed the pictures you sent. We agree that the conditions you found in the condo were not up to our usual standards, and for that, we sincerely apologize. We deeply regret the inconvenience and distress caused to you and your family, particularly after a long journey.
  
  In light of this, we have already issued a full refund for your stay. Additionally, as a gesture of our sincere apologies and in recognition of the significant discomfort you experienced, we have provided additional compensation. We're also offering a discount should you choose to give us another opportunity to better serve you in the future.
  
  As for the conditions of the condo, we are working closely with the unit owner to ensure necessary updates and improvements are made promptly. We want to reassure you that this incident has been taken very seriously, and steps have been put in place to prevent such issues from occurring in the future.
  
  Regarding your concerns about our staff, Buddy's response to your situation is not indicative of the level of service we aim to provide. We have addressed the issue with him directly, as well as with our entire housekeeping team, to ensure they understand the importance of timely and effective responses to customer concerns. We are also reviewing our after-hours support system to avoid any similar issues in the future.
  
  Once again, we apologize deeply for this experience and appreciate your patience as we work on rectifying the situation. We hope you will consider staying with us again in the future so we can provide you with the high-quality service and accommodations we're known for.

  Customer response

  06/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20241686, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jennifer ****

*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. ↩