ComplaintsforOcean Reef Resorts, Inc.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rented Shoreline 7 from Ocean reality based on pictures that showed a clean condo on the beach. We arrived to find a completely unacceptable condo. We notified them immediately we were not going to stay here for the following reasons: 1. dirty kitchen 2. dirty cabinets 3. leaking bathtub shower 4. damaged seat cushion on sofa 5. Rusted through patio furniture 6. Dirty bathrooms 7. peeling paint 8. unsafe deck 9. unsafe open receptacle covers 10. stained and damaged ceilings Maintenance guy showed up and agreed condo was not acceptable, we contacted the person "JP" to engage about options, Options were received however they could not offer a second bedroom with a queen so we had to find another place. We were told corporate would call about refund options, 1 week passes no calls. I called back and was assured they would call back, nothing, called back a third time onlu to be told they would not refund it. The pictures were completely misleading and not representative

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a house called Dune Allen Delight with Ocean Reef and had nothing but issues with the property. The home was disgusting and was not cleaned or inspected prior to our arrival which JP with the company told us. We found used toothbrushes and q tips on the floor. There was food left in the fridge with mold. The shower curtains had mold and mildew on them. The upstairs toilet was clogged, the banister for the upstairs loft area was held together with a string and could have been pushed over by hand to fall to the first floor of the home. The house was infested with roaches and we caught them all week long during our stay since the company could not get us another rental to stay in. They offered us a $500 refund and that was after we complained for a week before they agreed to give us that much. They sprayed for bugs while we were there and asked if we wanted the house cleaned after we were already there. We are appalled at how this was handled and want a full refund.

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/09) */ We are sad to hear that you didn't enjoy your vacation at Dune Allen Delight. We offer a range of properties, and although this one is one of our affordable beachfront homes, we do understand it did not meet your expectations. It's unfortunate, this home is much-loved by many families that return to it year after year. We are thankful we were able to address all of your reported concerns quickly. In addition, we've already provided fair compensation. Unfortunately, your repeated request for a free vacation is unfair - and not possible. We are unable to provide any additional compensation; however - we'd like another opportunity to get it right. When you are ready for another visit to the beach, do connect with us so we can help you find a higher caliber property that will for sure exceed your expectations. Consumer Response /* (3000, 7, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe that $500 to stay in a home that I had to clean once I arrived and slept in that was infested with roaches, moldy food and shower is sufficient. The railing was held together by string! If my child would have fell because of that we would have much larger issues at hand. I have stayed with you guys before and was very please but this is not fair to the people who pay to vacation with you. You came in our property and disrupted our vacation multiple times on things you should have handled BEFORE we arrived. JP your employee even confirmed you never inspected this property before we arrived because I could not believe it was ready by noon the day of arrival when check out is 10. You texted me and said it was ready when it was far from it, obviously. In response to many people returning year after year - You have many unhappy reviews from people with issues with the maintenance of your properties and how you handled it. Which I wish I would have seen before I booked again. I believe we should get back more than a $500 refund for this horrible stay because if you stayed in a home and was killing and catching big roaches all week you would expect more for you and your family!

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The problem was with the particular condo we rented, unit 910 of Ariel Dunes 1. The resort as a whole, as well as the pool area, were enjoyable. The photos showed the condo in better condition than what we experienced. When we arrived, the condo was filthy on the inside, and it appeared that the cleaning crew had only emptied the garbage cans and placed a few miniature bottles of soap on the bathroom sinks. The floor was filthy, with garbage strewn about it. We had to wear shoes throughout the condo otherwise, our feet were black because the floor had not been mopped. We had no choice but to vacuum the unit due to all of the dirt/debris on the floor. The dining table had not been wiped down and it had a smeared substance on it. The shower floors were filthy, as if someone had just walked in them with dirty feet and in the shower corner, on the floor, was a clump of wet toilet paper. There were no wash clothes in the entire condo. The kitchen had cookware that was past (see attachment)

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/09/09) */ We want to start by apologizing for the housekeeping issues you experienced. We do indeed see where you called one day before your departure to voice your concerns to housekeeping but were unable to reach anyone. This is not how we do business, and we sincerely apologize for that. Please give us another call to voice your concerns, and we will gladly put in a compensation request to get you a discount on the cleaning fee you paid. Again, we do apologize for your disappointment in the property and wish you the best of luck in your future travels. Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Ocean Reef Resorts leads one to believe that I only called one time, the day before we left. In fact, I called the office on the first day, when we checked in, twice, Neither call was answered. I sent an email through the portal either the second day or the third day regarding the pool wristbands and waited for return call which never happened. It was my intent to discuss the condo during the phone call that didn't happen and my concern was being assessed a fee for the missing wristband when we checked in. I finally reached someone on the second to last day and we discussed the wristbands and the condition of the condo. I was transferred to housekeeping and there was no answer and no ability to leave a message. I took a couple of photographs of the condo as well of garbage on the floor. I would have never expected to have to waste my vacation time tracking down someone from Ocean Reef to make things right. I have not had an unacceptable experience renting a condo prior and other resort groups go the extra mile to make things right. My previous condo rental in 30A from a competitor puts Ocean Reef to shame. The response from Ocean Reef is unacceptable. Business Response /* (4000, 9, 2021/09/16) */ We understand your frustration. We've engaged you here - and anywhere else you've made contact at. Using your contact details (provided phone number & email), we are unable to verify the claims you make here of us being unresponsive. We have over 150,000 annual guests, and we have robust checks and balances to make sure each one gets the attention they need. We pride ourselves on our customer service, and we are truly sincere in our apology for the housekeeping mishap. In our previous response here, we even offered to compensate you. As this appears to be something you are not interested in, we consider this case closed and wish the best for you on future travels. Consumer Response /* (4200, 11, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered compensation and didn't follow through. The cleaning fee should be returned due to the condo not being cleaned and an additional 15% refund of the overall cost.

*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. ↩