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:08/22/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  7/21-7/28, 2024. The house we stayed at (Oak & Ocean) had almost no Air Conditioning! It did have an AC system but it barely worked. When I called they said the property manager had to call me and from then on I was only dealing with the property manager. The property manager (Keri) informed me that she knew there would be a problem with the AC! She said she needed to have her AC person come look at it again. She then told me they will come inside even if I was not there and even if I did not want them to come in because it’s in my contract. We had no choice but to wait for the AC person who came at 9:00 PM and we were forced to have fast food for dinner. The AC person told us the owners knew it wasn’t working and knew that they needed a new system. Maintenance would have to come the next day to put in a portable AC units. The next day we had to wait around for maintenance to install the portable AC units. They rigged up 2 units that never got the house less than 76 degrees. We were very uncomfortable with the safety. They were rigged by venting them through 2 windows that had to be sealed with cardboard! After we dealt with all the waiting around the property manager called me again and said they are sending in a new AC company the next day to give them an estimate for what might be needed after we leave. We had to lose another half of a day for this! They had to go into the attic which was located in the bathroom ceiling. We lost a few days of our vacation! Every night was extremely hot and we never felt safe with 2 cardboard windows. Next, the house was infested with giant roaches! The kitchen pots had mouse droppings in them so there was a rodent issue as well. I sent an email to “Salt Water Vacations”. I got a response from Keri, the same property manager I was dealing with when we were there. All she said was “They have decided to give us a one night stay there in the future”. No refund or partial refund! “Salt Water Vacations” does not care.

• Initial Complaint

  Date:07/08/2024

  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 unit for July 4 holiday specifically that came with a golf cart and golf cart died on first day of check in and stranded me. I called and they sent maintenance, who said it needed a battery. We were told the battery could not be replaced until Friday due to the holiday and the cart would be fixed and brought back on Friday. I had to call myself at 1:00 On Friday and was told that cart could not be repaired because they could not find a battery. I paid for a rental that included the golf cart and no golf cart was provided.

  Business Response

  Date: 07/09/2024

  We are so sorry you were unable to enjoy the golf cart that came with your rental.   We responded as quickly as possible and tried our best to get resolution while you were in house, but with the July 4th holiday and parts shipping delays (battery needed replacement), we were unable to do so during your stay.  We've credited back your credit card for $150 for the inconvenience and look forward to being able to delight you on your next stay with Salt Water Vacations.

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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.

  On November 29, 2023, I gave formal written notice to Amanda ******* our property manager at Salt Water Vacation that as of March 9, 2024, when our long term tenant checked out, we were going with another management company. In our further communication she said, there were two reservations that were already booked (March &June). I said, I’m sorry, but we are not staying and that she had plenty of time to rebook those two reservations. We had given over a 90 day notice. As you can see in my photo, no reservation for March appears after our March 9, departure date. In addition, I believe if my dashboard would have reflected a reservation, I would have addressed it. I received. Billing statement from Amanda ******* a commission charge of $639.63. I reached out and asked what this charge was and she said I was being charged for a rental commission for a week that she said could not be reschedule. See attached pictures of my dashboard with no reservations past March 9,2024 and my statement showing the commission charges.

  Business Response

  Date: 04/02/2024

  According to the complainant's Property Portfolio Manager, all information regarding the remaining reservation was shared with the Owner in November when she decided to move to another Property Management Company.  Her portal was not showing anything past her requested contract date as the system does not allow any viewing of information once a contract is set to end date in order to protect the privacy of any involved parties once the fiduciary relationship has ended.  Documentation attached shows the booking date and that that was visible in her portal since November 13 when the booking was made, but once the Owner elects to end the relationship, the portal will not show any information past the contract end date.

  Quoted Response from assigned Property Manager:  "The correspondence to initially discuss the two reservations was by phone on the afternoon of 11/30. Later in an email she stated she didn't know about the spring break booking but knew about the August booking. Which made no sense because it was booked already when she gave her notice and we spoke by phone. I absolutely told her about both reservations, but she continued to deny that she was fully aware simply based on the fact she was unable to see it on her owner portal."

  Customer Answer

  Date: 04/02/2024

  
  Complaint: 21450388
  
  I am rejecting this response because: They were able to move one reservation (August) and not the other (March) and they have over four months to redirect this customer:  In-addition, had no knowledge of this booking/reservation because it was not in my portal:  this particular, manager, Amanda, I believe was doing a money commission grab and was disgruntled because we were leaving her company.
  
  Sincerely,
  
  Anne ******

• Initial Complaint

  Date:02/20/2024

  Type:Product 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 vaca on 8/19 and clicked the box for insurance. The total on screen did not change. I thought this was strange, so I took a snapshot of it. The vacation was to be 9/10-9/14 On 9/1, I went to the emergency room in extreme pain. On 9/2, I had surgery to remove my gall bladder. I was in the hospital until 9/4 due to the more in depth laproscopic surgery than what is considered "normal". There was no way I could go on vacation a few days later. My friend reached out to Salt Water vacations on 9/2 or 9/3 while I was still in the hospital, as I was not in any shape to talk. She explained the situation to them, and was told we did not purchase insurance. We then shared the screenshot where we had indeed clicked to have insurance, but that it did not change the total. After explaining the details, she was told we could cancel, and would be able to get a credit to rebook at a later date. We tried to rebook and have been told that we did not have insurance, and there is no credit due to the condo not having been rebooked by someone else. But we did click to have insurance! AND were told that we would get a credit due to the circumstances of having clicked the insurance button and it not working.

  Business Response

  Date: 03/05/2024

  After reviewing the case and requesting investigation by our web development team (which is why we haven't responded yet while they do their investigation; thank you for your patience), we cannot verify that Travel Insurance was ever added through to the next screen or paid for.  They are doing a few final checks, but as a matter of good faith and to resolve this matter as quickly as possible, we are willing to issue a credit for a future stay for the amount of the Reservation less the cost of the nonrefundable Travel Insurance ($110.16) and Cancellation Fee ($150.00).  Customer will need to reference Reservation #461076 in order to access the credit toward a future stay.  Future stay credit expires on 2.29.2025 and may be subject to blackout dates or nightly minimums at Salt Water Vacations sole discretion.

  Customer Answer

  Date: 03/15/2024

  
  Complaint: 21315002
  
  I am rejecting this response because:

  I tried to make a new reservation and they are not giving me the credit amount described in their resolution offer. 

  We paid $1584, their offer was 110 less for travel insurance, and less 150 cancellation fee, which would be a credit of $1324.74. They have only provided credit for 1100 something. And can't seem to explain the difference. 
  
  Sincerely,
  
  Jennifer *****

  Business Response

  Date: 04/02/2024

  Ms. ***** received her full credit.   We switched systems between her initial reservation and her new reservation and with the switch, there were some missing notes resulting in a clerical error when she called to book.  At that time, while she was still on the phone, the agent asked Management about the credit, it was investigated, adjusted, and she received the full credit on her reservation which was confirmed that day with the full credit applied.  Reservation reflecting credit and guest's satisfaction with the resolution noted is attached.  We are saddened that she did not update the BBB with the resolution as quickly as she reported it as we handled it in real time on that day to her satisfaction according to our records.  While we do make mistakes, we always do our best to correct them and would hope for the same grace from our clients.

  Customer Answer

  Date: 04/02/2024

  
  Better Business Bureau:

  The resolution was not made while I was on the phone. The representative had to contact management and was unsure when she would hear back. I had to respond to their response no later than that day, so yes, I responded the way I did with the latest information I had.

  There was no ill intent in that previous response. Just stating where we stood as of that time as I owed a response that day. The representative did call me back hours later and we we rebooked a stay with the credit provided.

  I have reviewed the response made by the business in reference to complaint ID 21315002, and find that this resolution is satisfactory to me.

  Sincerely,
  
  Jennifer *****

• Initial Complaint

  Date:02/09/2024

  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.

  On February 3rd 2024, I booked a beach rental property in Destin, FL that is managed by this company. I booked it directly with Salt Water Vacations and spoke to a booking agent over the phone who quoted me a price for a week in July. The total price quoted was $2,329.51. I agreed to the price and the rep emailed me the booking instructions with the quoted price. I signed a rental agreement contract and paid a 30% deposit to book the rental. On February 8th 2024, a woman named Carrie from the management company called and told me that the price I was quoted directly from them was incorrect and that I needed to pay over $3000 more to rent the place. She said I could do that or they would have to cancel the reservation. This is extremely unprofessional and showed complete incompetence by this management company and they cancelled my reservation because I wouldn’t agree to pay an additional $3000. Again, I was quoted and agreed to a rental price with this agency, paid the deposit, and signed a contract only for them to call me days later and tell me they messed up and would not honor the price that they quoted me. I have emails and the contract showing my booking.

  Business Response

  Date: 02/12/2024

  This Guest booked as stated by guest with a quote that our system generated and our Agent booked.  Unfortunately, in what is an extremely rare event, our system had misquoted the rate for the peak season timeframe that the Guest booked for, which wasn't our Agent's fault as she has been instructed to quote and book according to what the system states for her when quoting/booking.  Pursuant to the signed contract (as submitted by the Guest within this Complaint), we were required to invoke #22 in our Rental Agreement which protects us and the Guest should we have a system or human error in pricing, which was unfortunately the case in this booking.  We worked with the Owner of the Unit to get acceptance of a compromise rate between the low error rate and a competitive market rate for the unit type that was booked.  We offered the Guest the very best rate possible and offered to keep the booking in place at the higher rate (still not as high as the competitive market price had it been quoted properly in the first place).  In light of our error and the Guest declining to keep the unit at the amended rate, we immediately refunded the guest the $804.82 referenced in this complaint so as not to inconvenience them any further and to allow them to book whatever other accommodations they could find in place of the misquoted stay and offered our apologies as well.  We also offered to look for other accommodations in our portfolio which matched the originally booked rates and budget of the guest as a courtesy to help them replace their summer accommodations but the guest declined this offering.   

• Initial Complaint

  Date:08/22/2023

  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.

  We reserved a beach house, Sea Peach through Saltwater Vacations for 9/15-9/19-2023. I talked to a different reservation specialist via phone making aware that my son recently undergone a bone marrow transplant, and cleanliness was a priority before making the reservation. I was assured that the property was cleaned! Upon arrival we dropped off our luggage hopped on the golf cart went straight to the beach. Later we arrived back to the property, turned on the lights and noticed the sofa and love seat were nasty with stains and completely worn out it actually needed to be trashed. I found extra sheets and we had to keep the sofa and love seat covered to keep from feeling like we were sitting in filth. We killed a roach in the kitchen floor while putting water and soda in the fridge. Went in the downstairs bedroom, there was another roach and egg laying in the floor by the dresser. Went out on the back patio where we had planned to grill later on It was so nasty, covered with spider webs and chairs rusted with completely worn-out cushions. Went upstairs, at this point I knew cleanliness was definitely an issue. We immediately noticed a poop stain from an animal on the couch. The upstairs balcony doors would not open and door casing needed replaced. Through the door we noticed the chairs did not match online photos. They were a complete downgrade. Later went outside to find a huge dead palm tree branch laying on the top of my Tahoe. Contacted the office the next morning. They offered to come by and address the issues. We left for 3-4 hours to give them time to fix the issues. Came back only the roach had been removed and stain cleaned on upstairs sofa. Next day had issues with more bugs. The issue with the upstairs balcony door allowed tons of bugs to come in. and found and roach or some type of large bug on back of couch. had to put towels under upstairs bedroom door, and filled the door crack with a throw to keep more bugs from coming in. Notified office again!

  Customer Answer

  Date: 09/13/2023

  After reviewing other reviews about the property, I see that my family was not the only family with the bug problem there are several other reviews about the roaches. I have not yet, but if my refund is not received within 7 days I will be posting the photos on social media including Trip Advisor and other sites. I will also be in contact with the chamber of commerce and the health department. No one deserves to vacation in fllfth. I will contact the property owner no matter how far up the ladder I have to go to get their contact info. I demand my refund within 7 days. 

  Customer Answer

  Date: 10/05/2023

  I have not heard from the company about our issues a this is honestly how they treated us when we were staying in the rental property. Our concerns we’re pretty much ignored then also. We were also promised private beach access In which I called them about several times, because the gate code they gave use did not work. At which point they told us to just use the public beach access. It was a longer drive and very crowded. This company scammed and completely lied to us, concerning many things they promised and the rental did not match the online description. Also I may have already noted but I can’t remember but just to let other renters aware, the deadbolts did not work on any exterior doors and I ended up having to have my windshield replace because apparently the palm tree branch put a small crack on my windshield which wasn’t noticeable until we got home and days later heat caused the crack to spread. I am still demanding 100% of my money back! 

  Business Response

  Date: 10/20/2023

  The reservation began with payment issues at a significantly discounted last minute rate (less than $200/night for a four bedroom private home - booked at 6:39PM the night before arrival).  We were finally able to take payment and then as a courtesy allowed them to check in early for no charge.  Upon first report that guest had cleanliness issues, our team of two Property Managers and our Senior Quality Assurance Specialist went to unit together and made additional cleaning efforts for 90 minutes.  Property Manager also added weather stripping to upstairs balcony door.  All of this was in the first half of their first day of stay.  We sent them complimentary activity tickets for their entire group as a courtesy for the inconvenience and they declined to use them.  Guest texted our Property Manager at midnight about moths flying around, but when offered pest control, they declined due to immune disorders.  Florida is known for insect issues and the only way we can mitigate them is with pest control.  All issues were addressed timely.  The windshield wasn't mentioned anywhere in any of our notes, just the fallen palm frond, which was due to a windy storm that's out of our control.  Our Property Manager on 8/17 after continued guest complaints let the guest know that she felt we apparently weren't meeting their expectations and that she was happy to release them from the contract and reimburse them for the unused nights (two of the four nights remained).  Guest declined that remedy and requested a partial refund.  We did not offer the requested partial refund as the guest occupied the property for all four nights at an already discounted last-minute rate, was offered multiple remedies that fully addressed issues (weather stripping and extra cleaning), plus multiple offers of declined remedies including free activities, pest control, and to leave with an unused nights refund.  We were highly responsive and helpful at each of the guest's complaints.  There seem to be multiple inconsistencies between the photos, complaints, timing of complaints and issues that don't match between our extensive and real-time notes.  For instance, in the BBB complaint, they hopped on the golf cart and enjoyed the beach upon arrival, but we received complaints that they didn't have the beach gate code? There's no photo of the windshield despite several other detailed photos of issues that we can't regard as problematic to the point of a refund (e.g. a plug that just needed to be pushed in from behind a piece of furniture, patio furniture is subjective, etc.). 

   

   

   

  Date/Time	Processor	Follow-Up	Message/Answer	Note Status	Del

  	08/17/23 10:13am	Stephanie Huffman		Guest responded that their vacation is basically over and they don't have time to find another place. They are requesting a partial refund.	Open
  	08/17/23 10:12am	Stephanie Huffman		The first time I spoke to guest they informed me that they do not want any pest control treatment due to an immune disorder. I sent guest a message this morning that despite our best efforts, it does not look like the property will work for them. I offered to release them from the contract and reimburse them for the unused nights.	Open
  	08/17/23 07:57am	Stephanie Huffman		Guest sent a text at midnight that they figured out the hot water in the master tub but there are moths flying around the lights on the ceiling above the stairwell. They want a full refund.	Open
  	08/17/23 07:55am	Stephanie Huffman		Guest said there is a problem with beach gate handle, I alerted the HOA.	Open
  	08/16/23 05:24pm	Stephanie Huffman		Guest said they cannot use comp tickets b/c their son is immune compromised and can't be around crowds. They also said they cannot access the beach gate so I resent the August gate code. They also said they can't get the hot water to work in the master tub. I told them how to do it and let them know that our maint. tech can assist tomorrow if necessary.	Open
  	08/16/23 01:40pm	Stephanie Huffman		Sent comp tickets through Xplorie.	Open
  	08/16/23 01:33pm	Stephanie Huffman		Trish, Jaime and myself went out from 11:30am - 1:00pm and cleaned couches with fabric cleaner, replaced shower curtain liners, dusted, vacuumed, replaced pillow protector in closet that was dirty and used glass cleaner on all windows. I also added weather stripping to gap in upstairs balcony door.	Open
  	08/16/23 01:29pm	Stephanie Huffman		Spoke to guest and they were unhappy stating that the couches were worn, stain on couch and dust on the blinds. They also found a dead bug this morning by the first floor bedroom door to the patio and a palm fell on their car during the storm last night. I let them know that we would come out to address their concerns.	Open
  	08/16/23 07:48am	Kaley Satterfield		Email has been sent.	Closed
  	08/15/23 02:23pm	Jennifer Scherf		Email has been sent.	Closed
  	08/15/23 02:22pm	Jennifer Scherf		3:00 PM ECI approved by PPM. New door code: #635341	Open
  	08/15/23 02:16pm	Jennifer Scherf		Picture ID uploaded into attachments per Keri's request	Open
  	08/15/23 12:53pm	Maria Johnson		Email has been sent.	Closed
  	08/15/23 12:20pm	Jennifer Scherf		Emailed guest to forward her picture ID to [email protected]	Open
  	08/15/23 12:19pm	Jennifer Scherf		Email has been sent.	Closed
  	08/15/23 11:45am	Jennifer Scherf		Email has been sent.	Closed
  	08/15/23 08:49am	Jennifer Scherf		Fees removed	Open
  	08/14/23 08:00pm	Ashley McWilliams		Cancelling until final payment is made.	Open
  	08/14/23 08:00pm	Ashley McWilliams		Per Keri: This guest needs to have a signed copy of both CC receipts (after paying) and a copy of her DL returned to us before her check in.	Open
  	08/14/23 07:59pm	Ashley McWilliams		Guest decided to pay the remainder of this res with her debit card, but it is now declining too. This reservation is going to be cancelled until she can call the bank tomorrow morning & restore reservation.	Open
  	08/14/23 06:54pm	Ashley McWilliams		Guest booked this last minute reservation for Sea Peach. She wanted to do a split payment, but the 2nd card did not go through because she tried it on the website too many times with an incorrect address (probably locked the card). She is going to try to call the bank tonight and then call back to pay. If she can not get ahold of the bank tonight, I will have to cancel this reservation & hold funds until she can pay the remaining balance to restore this reservation (per Keri).

  Customer Answer

  Date: 10/30/2023

  
  Complaint: 20504334
  
  I am rejecting this response because:  This information is false! There was no weathering striping applied. When I sent the photos of all of the bugs/moths, that's is when we were told they would relieve me from the contract, but the refund would take up to 9 days, so we did not the funds to find another rental. The gate code did not work. We had to access at a public beach access that was extremely crowded. Never once were we able to get in the gate for the private beach access and we also ran into other families there that were trying to access and were extremely frustrated. I have the glass claim that was filed with my auto insurance also. I will be attaching a screen shot of that the claim and the cost was $1059.59. Also, it is obvious that your company does not care about its customers by the amount of time it has taken to get a reply for this claim. I deserve a full refund for the amount paid including all taxes and fees. We have waited long enough. Below is my broken glass claim. It includes my insurance agents contact info and also my claim number and date. Please feel free to contact them. 

  Claim status
  
  Claim filed
  Glass - Repaired
  Payment - Issued
  
  All claim activities
  Sorted by newest
  New item
  10/12/2023
  We issued a $1,055.59 payment to LYNX SERVICES, L.L.C..View payment
  New item
  8/22/2023
  ***** **** received your claim.

   

  
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• Initial Complaint

  Date:06/27/2022

  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.

  On 6/5/22, I paid a deposit for a vacation rental in Florida in the amount of $504.77 to Salt Water Vacation. If you weeks later, I received a email and call stating that the property that I originally signed a contract for was unavailable due to renovations. I felt pressured to be booked with another property. I was so that I will have to sign another contract however the a new contract was not sent for the other property. I do not want to be forced to be in a property that I do not want to be in. I contacted the company to request a refund of a deposit however I'm being told that my deposit would not be given back to me. Salt Water Vacation should issue a refund based on the fact that the original property is unavailable.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 8, 2022/06/29) */ Here is a timeline: June 5, 2022 7:54 PM Guest booked unit Shoreline Towers 1086 & pays 30% deposit ($504.77) on the SWV website. *Our online screen progression double and triple ensures that guests are aware of our deposit & cancellation policies. June 5, 2022 7:54 PM SWV system auto-sends notification that the Shoreline Towers property is under construction (as a consequence of the Surfside Condo structural review, the HOA was required to make major modifications & improvements to the buildings, completely out of the control of Salt Water Vacations, however we hold ourselves to a high standard of communication with our guests to manage expectations for any interruptions or inconveniences to their vacations booked with us). June 5, 2022 8:00 PM Guest signs contract (as booked for Shoreline Towers #1086). *SWV Rental Agreement stipulates very clearly that we reserve the right to move guests to a comparable or better unit in the event that for any reason the property becomes unavailable or uninhabitable. June 5, 2022 8:00 PM Guest views notification email about the Shoreline Towers project. June 13, 2022 9:44 AM/10:06 AM After receiving notification from HOA and unit Owner that the building housing guest's booking is having extended improvements and reservations for multiple units, including ST#1086, will not be habitable due to the ongoing work, SWV makes courtesy call (left voicemail) and sends email notification to guest reflecting the situation and offers several options for a comparable or better replacement unit. Voicemail and email both note clearly that if guest isn't happy with the units, SWV is more than happy to allow her to cancel with a full refund (as a courtesy and matter of good business practice & excellent guest relations despite it being outside of our clearly communicated and agreed to rental policies). June 13, 2022 10:34 AM/10:43 AM Guest views notification email with no response. June 13, 2022 1:12 PM SWV Guest Relations moves guest to an upgraded unit (complimentary upgrade to guest) while we await answer from Guest as to which unit she would prefer or notification that she would like to cancel. Moved reservation notification is emailed to guest. June 27, 2022 7:04 PM After no activity or response for two weeks, guest called in and reached a different Guest Relations team member. That team member quoted the guest our normal cancellation policy and informed Guest that she wasn't authorized to refund outside the cancel policy but that Jerrica (previous team member) would call her the next morning to resolve the matter. June 27, 2022 7:23 PM Without waiting for the promised return call (the very next morning) from SWV team member or escalating to any type of management, Guest emails the owner of Salt Water Vacations (who doesn't participate in day-to-day operations nor is his email address published, but she somehow found his personal address) with a complaint and stated that she was pressured to switch to the other property and said we were refusing to refund her despite her having a voicemail and two emails stating the opposite on both counts. June 28, 2022 9:30 AM I personally assigned a phone call to Jerrica (who had been handling the issue) to reassure Guest that our agent last night was simply doing as she had been directed in quoting cancellation policy and promising a return call for resolution and to let her know that of course, pursuant to our previous communications, we would be happy to cancel and fully refund her pre-payment. June 28, 2022 10:15 AM Jerrica notes reservation that she completed the assignment, spoke to guest, communicated about the misunderstanding the previous evening and reassured that she has cancelled and refunded Guest. June 28, 2022 10:43 AM SWV receives notification that Guest has filed BBB complaint on the previous night again disregarding our promise to call and resolve the situation this morning. June 28, 2022 12:34 PM SWV receives notification that case has been resolved.