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:03/17/2025

  Type:Sales and Advertising 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.

  We booked unit 1401 at twin palms through booking.com, for 3-12-25 through 3-14-25, but the day before we checked out we decided to extend our stay, on the same day we received a text from RealJoy, stating that if we clicked the link and booked with them (RealJoy) within 7 days, we would get a discount of $250.00, well of course we clicked the link and booked directly through RealJoy, for 3-14-25 through 3-16-25, and sent an email of 3-13-25 after booking again, because we were charged the whole amount, never getting the discount, but to let them know we didn’t receive the discount, so after we checked out today 3-16-25, I sent another email wanting to know what they were gonna do about the discount, they told me, that since we have already checked out, there is nothing they can do about the discount, when they really owe us the $250.00, since we were charged the whole amount after following their instructions and never receiving the discount.

  Business Response

  Date: 04/07/2025

  Hello Mr. ****.
  
  
  Thank you for writing and sharing your experience. I think I can help clear things up pretty quickly here and get a little money back in your pocket.
  
  
  The promo that you clicked into advertises a 10% discount off of rent up to the amount of a $250 discount. There are some exclusions to that promotional piece, including black-out dates during the time you booked which was during Spring Break here in Panama City Beach.
  
  
  For the second reservation you created, had you entered the code for a set of dates that were not excluded, you would have received a discount of $27.30 off of the $273 rent. I'm happy to refund that amount back to you today as our apology for the confusion.
  
  
  Thank you for your repeat business; I appreciate you guys very much and hope to host your beach vacation again!
  
  
  Kindly,
  
  
  Jonathan *******
  Guest Services, RealJoy Vacations

  Customer Answer

  Date: 04/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23073073, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kevin ****

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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.

  This property management company covered up a review that was honest and told the truth about the property being run down, not clean, and had bed bugs, we left our rental early because it was so uncomfortable being there. The entire place was disgusting and there were stains all over the beds g and living room furniture.

  Business Response

  Date: 02/27/2025

  Hello Terence, 
  

  Thank you for sharing your experience with us. We sincerely regret that your stay did not meet your expectations. Our goal is always to provide a seamless and enjoyable experience for our guests, and we appreciate the opportunity to address any concerns.
  We make it a priority to check in with guests after arrival to ensure everything is going smoothly, and we did attempt to reach out the day after your check-in. Unfortunately, we were unable to connect, and we did not receive any messages regarding concerns during your stay. Had we been made aware, we would have been happy to address any issues promptly.
  Even though we were not given the opportunity to assist during your stay, we still provided compensation as a gesture of goodwill. Our commitment is always to fairness and guest satisfaction, and we strive to resolve concerns in a way that reflects that.
  We truly value your feedback and regret that your experience was not what you had hoped for. If there’s anything further we can do to clarify or assist, please don’t hesitate to reach out.

  Customer Answer

  Date: 02/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22972148, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Terence *******

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 13-19, 2024, my family (myself, husband, infant daughter) and our friends (husband, wife, and toddler), rented through Realjoy vacations. We stayed in Panama City Beach at the Hidden Dunes unit **** Upon our arrival, both children’s feet were black within minutes of walking around barefoot on the floor inside the condo only. I addressed this issue along with other cleaning complaints the next morning with the company and was told it was a result of a build up of cleaning product and this was a common complaint, but they assured me the floors were thoroughly cleaned. We didn’t bother having them come back to clean as their response made it sound like not much could be done to remedy the situation. Monday, October 14th was our first beach day. The listing stated the condo came with seasonal beach chair service. We went to the chair rental employee and gave him our room number and were told that our condo did not come with the beach chairs. I contacted the customer service number again to remedy the situation. I was told the owners decided not to renew the service for 2024. It was still on the listing for the condo to which I provided them. It had already changed on their website by that time so I provided the listing on Air Bnb which was identical wording aside from the chair rental at this point. They said they would look into it. In the meantime, we paid the fee for the chairs which was $50 a day. After not hearing back, I reached out to CS again and was told the season had ended for the beach chairs so either way it wouldn’t have been included. I provided them the information where the season for the chairs continues until October 31st and they said a compensation request had been submitted so there was nothing that could be done anyway. They said it’s usually a week or two after your stay before anything gets done. It is now November 5th and I still haven’t received a response or compensation from Realjoy. Screenshots/pictures attached.

  Business Response

  Date: 11/12/2024

  Hi Destiny!
  
  Thank you for taking the time to write in and share some of your experiences from your stay with us.
  
  I'm sorry to hear about the confusion surrounding the seasonal beach service and hate that you had to pay for that unexpectedly. We are more than happy to reimburse that expense for you. 
  
  I just left you a voicemail with my contact information in it. If you'll simply give me a call as well as forward the purchase receipt for the days you purchased beach service, I can easily refund that back to your card on file.
  
  Also, our team followed up with the housekeepers to ensure that the floors received a treatment to remove the buildup from the cleaning agents. I'm sorry that task wasn't completed prior to your arrival.
  
  We'd love to host you again. Let me know when you're heading back to the beach and I'll answer any questions you have about the listing's details or other topics that you want to ensure are accurate.
  
  Very kindly,
  
  Jonathan *******
  RealJoy Vacations

  Customer Answer

  Date: 11/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22515962, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  Destiny *****

• Initial Complaint

  Date:10/07/2024

  Type:Facilities 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.

  Booked a condo through AirBnb with RealJoy Destin Florida. Upon arriving to the Condo, my daughter and I were unable to even enter the condo Due to the horrific smell of dog Urine and cleaner chemical smell. I immediately called RealJoy and was unable to get in contact with anyone so I reached out to the 24hr emergency maintenance line where I spoke with a man who told me he would send the property manager out there immediately- I told him we were unable to enter the property due to the smell and had groceries that needed to be put in the refrigerator. He advised we open both doors to help air out . I walked through the condo to open the balcony door, noticing the floors were sticky with wet spots. The living area rug was damp probably from them attempting to clean dog pee. I walked through the bedroom and felt the bed, it also felt damp. So I went to feel the couch, it as well felt damp. My daughter was crying walking through the condo as the smell was burning her nose. She started to cough due to chemical fumes. My daughter suffers from Asthma as well as weakened lungs due to PDA. I called multiple times to get time and resolution update - after 2.5 hours of waiting in the hallway with my 7 year old daughter ( and a total of 2 days of travel) the property manager arrived. She did not even say hello, I had to ask if she was the property manager and introduce myself. She walked through the property and refused to acknowledge the horrific stinch. I begged for her to please relocate us to another property as we would be unable to stay on this property due to this aweful urine and chemical smell as well as rug couch and bedding being damp . She said she could send cleaners over again but refused to relocate us. I told her my daughters lungs were already unable to be inside the property due to the strong Oder of chemicals and more cleaner would only add to this issue and probable not mask she urine smell. RealJoy left us stranded without a condo and refused to refund

  Business Response

  Date: 10/08/2024

  Dear Elizabeth,
  
  We are disheartened to hear that you did not complete your reserved stay with us. Upon reviewing our contact records and internal communication, I see that you did report concerns with a smell upon your arrival date. Our records indicate that we responded promptly and that our property manager arrived at the unit to assist you within two hours of your initial call. When they arrived at your rental, our property manager entered the property to look into your concerns but  were unable to detect any odors. This was explained to you at that time and, despite this, I see that we offered to send a cleaning team back to the unit or place ozone machines within the rental in an effort to give you peace of mind. Our goal is to provide five star service to our guests and we truly did the best we could to help you enjoy your stay with us. 
  
  Unfortunately, you did opt to depart the rental and stay elsewhere. Because the unit was verified to be in great condition and was ready to host you and your daughter on a wonderful stay, we could not offer any refunds to you. This was explained to you when you expressed your intent to depart the rental and was also explained to AirBnB when they contacted our team on your behalf. We provided all details to AirBnB and they confirmed that our team handled this case appropriately and that your decision to depart would result in no refunds. 
  
  Again, we apologize that you felt unable to complete your stay within the rental. Our guests matter to us and we truly did our best to assist you, though your concerns could not be verified. We have had many guests stay in this rental including guests who checked in after your scheduled departure with no concerns. 
  
  We wish you and your family all the best and hope you will consider a future stay with RealJoy Vacations.
  
  

  Customer Answer

  Date: 10/09/2024

  
  Complaint: 22390438
  
  I am rejecting this response because:

   

  The property manager did not inform me I would not be receiving a refund . She said she did not have the ability to make that decision. And I would be able to contact customer service for a refund . Due to my daughters health concerns we could not opt for  more Chemical cleaners. 
  As far as an Ozone machine , this was never mentioned. I repeatedly told the property manager the property was not as advertised. Property should be in perfect condition upon arrival and I should not have to put my daughter’s health at risk and waist oour vacation time trying to deal with this issue. We were left stranded and groceries spoiled . The company needs to do the right thing and correct this atrocious mistake . I am a single mother who was left stranded without a place to stay 1000s of miles from my home . Airbnb did not support your decision , they even in fact refunded me their portion and were unsettled by the fact your company was behaving so poorly 
  Sincerely,
  
  Elizabeth *********

  Business Response

  Date: 10/14/2024

  Hello Elizabeth, 
  
  Again we sincerely apologize for your frustration. The level of service you are describing is not typical of a stay with RealJoy Vacations. However, our records indicate that the details listed in our previous response to your claims are indeed accurate. 
  
  The property manager who did their best to assist you when they went to the unit to look into your claims offered to send the cleaning crews back or provide an ozone machine. They also provided a wall plug in to try to put you more at ease. However, they could not smell any foul odors that you claimed to smell. 
  
  Additionally, we have no record that AirBnB processed any refunds of the rent, taxes or fees required by RealJoy. AirBnB does charge additional service fees independent of what is charged by a host, and it's possible they opted to refund you for their service fee. However, if this occurred, we at RealJoy have no way of viewing this information as the fee is completely independent of our company. If AirBnB did refund this fee, it is in no way confirmation that they disagreed with RealJoy upholding the policies that you agreed to upon placing the reservations with us.
  
  Our phone records show that at no point were any refunds offered to you, nor was the option to move to a new unit offered. Instead, upon hearing your concerns and complaints, our agents advised they would reach out to the property manager to confirm the details and see what we could do for you and if any exceptions to policy could be made. Upon confirming that there were no issues with the rental, the decision to uphold policy was relayed to you. 
  
  We can say with confidence that we did the best we could to assist you, but there were no issues with the unit itself. When you opted to depart the rental you did so with awareness of the listed policies that state no refunds could be offered and that this property had a "firm cancelation" listed on AirBnB. Furthermore, the reservations were never cancelled on AirBnB. 
  
  We wish that you had a better experience with your reservations. We have hosted countless guests to whom we provided a wonderful stay. Our goal is five-star service, and it saddens us that you feel that you did not receive this.

  Customer Answer

  Date: 10/19/2024

  
  Complaint: 22390438
  
  I am rejecting this response because:

  Again the above statement made by realjoy are false. No ozone was offered and now the claim of Plug ins also were not offered. These thing would only Mask the issue and still not make the unit habitable. This listing was advertised as NON PET unit as this is critical to my daughters  health to stay in a unit where pets have not been , this unit was not as advertised. I was not informed there would not be a refund issued, the  manager said she did not have the authorization to approve that. I spoke with multiple people , including the property  manager while she was on premises, that we would not be inhabiting the unit as per above listed reasons. Imperative to my daughters health, we must stay in a pet free,  fume , smoke free unit.  Again THIS WAS NOT AS ADVERTISED.  Attached is document of a $200 refund from airbnb as they did not agree with realjoys decision to enforce their “cancellation policy “ even though this unit was not as advertised . 
  
  Sincerely,
  
  Elizabeth *********

• Initial Complaint

  Date:08/05/2024

  Type:Facilities 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 rented a condo in Panama City Beach July 25 - checked out July 28 ******** ***** ******* room 1708 tower one. Rented by Susan ******. The room was dirty, mold all in it, the previous renters belongs left in the closet with sand. We reached out the first night, it was after hours and the emails bounced back. The next morning I called RealJoy customer service and didn’t receive any help. I spent over an hour on the phone with assurances this would be resolved. I sent pictures of mold in the room and on balcony. I sent pictures of the other peoples belongs that was left for us to deal with. We spent the first day of our vacation cleaning the room. I asked that we be moved/upgraded or a refund be issued. This went on for the entire stay. We were finally told on 7/30 that a refund for $81 was being issued (half the cleaning fee) we spent more than that on cleaning supplies, and bed Benadryl and ibuprofen to deal with the sickness from the mold and we tried to make the best of our vacation. This is the worst place I have stayed at, and the worst customer service I have ever had. I would avoid Real Joy Vacations and stay away from room 1708 in tower one at majestic beach tower resorts in Panama City beach. They did offer to send a cleaning crew but we had already cleaned the room due to no response when we reached out on arrival. I called back a second time and told them about the mold and it making us sick I asked to be moved to another room and no response other than mold needs to be addressed and a cleaning crew needs to be sent. This was after we already cleaned. A refund of 81 is not acceptable we spent more than that on cleaning and medicine for the mold issues.not to mention time from our vacation was taken away from us. We want a full refund or at least half of the amount. We paid refunded at the least and the hotel needs to start inspecting the rooms before they are rented to ensure they are cleaned and no mold

  Business Response

  Date: 08/13/2024

  Thank you for writing on behalf of Susan.
  
  The pictures we received from your traveling party were very helpful and I want to thank you for sending those over. Our co-workers were able to refer to those pictures as they walked through the unit to ensure they were honing in on the specific items mentioned, and in turn, verifying that the issues were either addressed or entered onto an action plan.
  
  A few of the items, such as the dust inside the HVAC closet and the dirt on the underside of the patio table, are tasks that we address during annual deep clean sessions and those will certainly be handled this autumn.
  
  We tidied up the guest closet with the complimentary beach chairs and boogie boards so that it is more accessible to future guests. We also used your information to repair the outdoor electrical outlet that had stopped working; thank you for letting me know!
  
  We’ve requested that the resort clean the patio surface as we’re not permitted to do that ourselves, and we’ll follow through with them to be sure this is done.
  
  The dinged up walls and scuffed paint are scheduled to be touched up at the end of summer.
  
  My biggest concern was the mold in the portable dehumidifier unit. We have cleaned and sanitized it, as well as set up a recurring task on our schedule to disassemble it regularly and assure that it is clean inside.
  
  I am sorry that your group had to spend part of your time cleaning and I wish we’d been able to come in and take care of that for you. I will submit a refund today for the balance of your cleaning fee since you had to take on those tasks yourselves.

• Initial Complaint

  Date:07/29/2024

  Type:Facilities 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 tried to call and share the feedback numerous times. They didn't want to listen or talk to us, just text and frustrate us. We spent a lot of money and think they should at least listen, care and done something. Basically, gave us the run around. The rental location was fine, that's where it ended. House was a mess, not clean to a reasonable standard. AC hardly worked house was never comfortable 78 when we arrived. The kitchen had no cutting board, baking sheets, toaster, potholders or basic cooking utensils. The bench at the kitchen table leg was broken, I almost fell off. The carpet inside the front door was curled really bad on all 4 corners, could hardly open door and was an absolute tripping hazard. Primary bedroom tub was out of order (should have disclosed) and primary TV had no channels. Spare bedrooms had TVs that were a joke, one was like a 12-inch monitor and I'm being generous. It also had no hookup or channels, just a crappy DVD player, the other was not operational as well. The ceiling fan in my son's room had missing screws and was extremely out of balance, could not be used. The $12.00 coffee pot was absolutely disgusting, and the list goes on. Our one vacation this year with our grown kids home from med school and rounds, for one week and looking forward to it and we all were so disappointed. I rented a lot of places, last year on Orange beach without issues but this place was a dump, not ready for guests and to make matters worse Real Joy doesn't even care!!! I plan on leaving more feedback on venues with pics if I get no resolution.

  Business Response

  Date: 08/02/2024

  Dear Rebecca,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced during your stay.
  Regarding the air conditioning issue reported on the night of June 14th, we promptly dispatched emergency AC technicians from Priority One. After their inspection, they confirmed that the AC unit was in working order. Given the extreme temperatures during that period, the system may have taken some time to reach the desired settings.
  On June 15th, our team visited your location to deliver the requested items, including a toaster. We strive to address and resolve any issues as quickly as possible to ensure our guests have a pleasant stay.
  We regret that the cleanliness of the top of the refrigerator did not meet your expectations. As a token of our appreciation for your patience and to address the inconvenience, we would like to offer you a $100 compensation.
  We were unfortunately not made aware of concerns with the televisions; had we been informed, we would have been happy to address them. We also apologize for any difficulties you had reaching us. We also apologize for any difficulties you had getting in touch with us. I did take some time for quality assurance to review this and could only find one call the night of arrival. 
  Thank you for your understanding. If you have any further concerns or require additional assistance, please feel free to contact us directly.
  Best regards,
  Devin ******
  Reservations Manager

• Initial Complaint

  Date:07/25/2024

  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.

  I paid a little more than $1500 for a condo rental in Panama City Beach. As soon as we opened the door we were hit with a pungent smell. Walking in, we quickly realized that the condo was not in the condition as shown online. It was dirty, the tile was coming up from the floor in the foyer, their was a human hair on the comforter, and it was not what I thought I rented. I immediately called to get moved, only to be told there was nothing they could do for me. I requested someone come and spray the condo with air freshener and bring clean sheets, which they did. My husband and I stayed that night because it was late and we had no where else to go. Early the next morning I called RealJoy again to say that I am not staying another minute and we are leaving. Again, I was told that there were no other options for accommodations. I requested a call back from management and I requested a refund because we were leaving before our original rental dates took affect. We were given the option to come a day early, which we did, and I paid for that night separately. It has been almost a month and I have not heard from RealJoy. I tried to dispute the charges on my credit card, but they were able to submit my rental paperwork to the credit card company to still get paid, but refuse to call or email me back. I have called at least 3 times and I have emailed at least 3 times. I have submitted pictures of the condo while we were there and also pictures from their rental website. I have also included pictures from VRBO showing that they have had an issue with this condo since 2022. They are also not showing all the reviews on their website, which is deceiving customers like me. I wrote a 1 star review and I have submitted a picture where my review is missing. I either want a refund, or a credit of the amount I spent to go towards another stay. I want some kind of communication because I have received nothing so far from management.

  Business Response

  Date: 07/30/2024

  Hello Amanda,
  
  
  Thank you for sharing your thoughts and experiences. I’m always saddened when our guests report a less than 5-star vacation at one of our properties and we want to do everything we can to ensure we’re providing the best experience before, during, and after your stay.
  
  
  First, and most importantly, I’d like to apologize that the property you rented was not as clean as it should have been. I’m glad our team was able to come out to assist you immediately with the linens and unpleasant odor. We have returned to the room a few times since your departure to confirm that the odor was thankfully a temporary one from a previous guest’s cooking. We’ve also had conversations with the homeowner to improve the bedding in the master bedroom.
  
  
  The star rating displayed on our site is the average rating of all reviews received for that property. Our teams study the comments left by guests each day and turn those into action items so we can ensure the vacation rentals are in the very best condition for each visitor.
  
  
  We received notification of your pending credit card chargeback case just a few days after you departed, which limited our ability to assist while that was being investigated and settled. I see that the case was settled in favor of the merchant by the impartial investigators.
  
  
  Refunds or credits are not available for early departures, but I do want to provide part of the cleaning fee back to you since there were few items not up to our standards. I also noticed that you have stayed with us multiple times and for that we are very grateful. We’re happy to work with you on a future stay to ensure that the property you select is in top-notch condition with no lingering issues as well as making sure that you get the very best price available. Simply give us a call before you book and we’ll do all we can to ensure you are taken care of.

  Customer Answer

  Date: 08/04/2024

  
  Complaint: 22039967
  
  I am rejecting this response because:

  RealJoy has now admitted that my claim is valid. The unit did smell and cleaning was sub-par. I spent $1500 on that unit and had to spend an additional $1300 on 2 other units because RealJoy's was unacceptable. I was out a total of $2800 for 4 nights. That is a lot of money. RealJoy also didn't try to work with me and split up the days and stay in multiple units. Their answer was "sorry, we can't help you. " I was also under the impression from my conversation with Lisa that I would be getting a call ASAP from Jonathan. I really thought that RealJoy was going to do the right thing. I spent 2 nights at 2 different units. There is no reason why RealJoy couldnt have offered that scenario to me, or if not, give me a refund.  I would  understand of not getting a refund if it was my fault that I left, but that's not the case. I left because of the condition of the unit. That's on RealJoy. My case should be an exception to their rule. 

  Sincerely,
  
  Amanda ********

  Business Response

  Date: 08/07/2024

  Hello Ms. ********,
  
  I appreciate your writing in again and continuing to share your points of view.
  
  We strive to provide amazing vacations to all of our valued guests and I apologize that we were not able to meet your standards on this occasion.
  
  The Terms & Conditions agreed to in your signed Rental Agreement clearly state that refunds for cancellations or shortened stays will not be issued. The flip side of that statement though is that we have a role to uphold where we support our guests’ needs and concerns by doing our best to rectify any issues reported to us about the rented unit. Even in situations with subjective concerns, such as this one with smells and comfortability of beds, we work to find a solution that pleases our guests. Sometimes those situations require complicated solutions that take multiple teammates and trips, but we work together until we figure it out.
  
  After our previous correspondence, I did issue a refund of $100 from the $145 cleaning fee as I wanted you to know that even though we did not get the opportunity to solve your concerns you were not ignored.
  
  Thank you for your kindness and patronage. They are both very much appreciated.
  
  
  Respectfully,
  
  
  Jonathan *******
  RealJoy Vacations
  
  

  Customer Answer

  Date: 08/07/2024

  
  Complaint: 22039967
  
  I am rejecting this response because:

   

  RealJoy is not accepting the fact that the unit was dirty! Nasty dirty. It looked as though it had no been properly cleaned in a very long time. That is why I want a refund. I could not stomach being in that condo. When a condo is showing 5 star ratings, which the RealJoy website it did, I expect 5 star accommodations. That was not delivered. If RealJoy would publish all reviews other than the ones that only provide a 5 star rating, I would have simply just picked another unit. To me, cleanliness is at the top of my list when I am looking for accommodations and if a business is unable to provide that, the reviews should reflect it. I submitted a 1 star review of the Tidewater unit 2115 and my review is not listed which proves my point. The $100 credit is a slap in the face compared to the $1500 I spent on a unit that I was not comfortable staying in. The bedding and smell were just the tip of the iceberg with my issues of the unit and I feel that they are missing the entire point. The unit was nasty. I have stayed in hotels and units older than that one that were in better condition. I found reviews were someone has stayed years at Tidewater and unit 2115 was the worst one they ever stayed in. RealJoy needs to acknowledge that they are in the wrong and no matter what their cancellation policy is, this should be handled differently because they didn't give me any other option but to leave.  No one gave me an option to split the week between other properties. No one offered me anything. I was told I would be contacted and I wasn't. The response I got the day I left was "we aren't the only rental company in the area". I assumed she said that because Jonathan was going to call me back and offer a refund so I could continue my vacation and not be out an insane amount of money. I was played by this company and I want to be treated as if I am a human being and not a transaction. 
  
  Sincerely,
  
  Amanda ********

• Initial Complaint

  Date:07/15/2024

  Type:Facilities 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 rented an Airbnb through Real Joy Properties. The address was **** Clipper Cove. The house burned down almost killing myself and family, we were forced to jump from a second floor balcony to escape. Not a single smoke detector went off to alert us. They also manage the property next door, that partially caught fire. Not a single smoke detector went off in their house either.

  Business Response

  Date: 07/23/2024

  This was a very unfortunate incident that is currently under investigation. We are so glad that everyone was able to make it out safely.

  Customer Answer

  Date: 07/23/2024

  
  Complaint: 21987544
  
  I am rejecting this response because:

  While I understand the fire is under investigation, why has no one reached out to any of us. There were NO working smoke detectors in the home. This is completely unacceptable. 
  
  Sincerely,
  
  Lacey **********

  Business Response

  Date: 07/31/2024

  Once the investigation is complete we will be reaching out to the reservation holder. Until then we have been advised to wait until the details are confirmed.

• Initial Complaint

  Date:06/07/2024

  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.

  We stayed at a rental property March 30th-April 6th Seven weeks after our stay on May 24th we received an email stating we will receive damage charges. We called to get information related to these charges and immediately communicated our dispute of these charges. I’ve called multiple times for follow up and did not receive enough information to support the claims or charges. We did not commit the damages and stand by our dispute of all charges. Bank dispute on the charges has also been filed.

  Business Response

  Date: 06/17/2024

  Hello Mr. ********,
  
  
  Thank you for your response and your patience.
  
  
  I followed up with our teams regarding the excessively dirty floors, trash throughout the home, broken vacuum, stained furniture, shoe prints on couch, handprints on the stairwell wall, stained slip covers, broken ironing board, and broken stove. 
  
  
  The service fee amounts RealJoy Vacations had to pay to external vendors for the additional cleaning and repairs are not covered in the standard fees you paid for the reservation. A summary of those charges totaling $1,301.23, as well as copies of the actual invoices, were shared with you in our previous correspondence.
  
  
  
  The Terms & Conditions you agreed to upon booking (section 8. Damages) states the following "If extra cleaning or repairs are required as a result of your stay, we reserve the right to apply the full amount of those costs to your credit card, plus all applicable taxes and fees and any costs as quoted and attested to by a certified contractor in addition to the total rental amount plus taxes/fees that you originally paid to offset the additional incurred expenses as a result of your stay."
  
  
  We inspect each of our rental properties after each guest departs. Photos are taken and stored during these inspections for documentation when anything out of the ordinary is discovered. None of the items reported from our staff on the day of your departure were present when you arrived. These damages occurred during your stay rendering you responsible for the costs.
  
  
  We're glad to have hosted you and your family and certainly wish the damages to the home were not there as collecting additional fees from our guests is the last thing we want to do.
  

  Customer Answer

  Date: 06/19/2024

  
  Complaint: 21817679
  
  I am rejecting this response because:
  I disagree with the charges. The additional cleaning charges are excessive. We did not break the stove, if we caused that significant damage we would’ve known at the time of our stay. We Also would expect to hear from someone very quickly if the stove was broken during our stay. No communication was given until an email 7 weeks after we checked out. 
  Sincerely,
  
  Ryan ********

• Initial Complaint

  Date:06/07/2024

  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.

  I rented a condo at Edgewater via RealJoy Rentals for June 5-9. The HOA or CAM president evicted me and my family on grounds of false accusations. I contacted RealJoy and they said they stood by Edgewaters president Suzanne ****** and her false claims and we had to leave the property. I requested a refund for the 3 nights I would not be staying at the condo and RealJoy denied me any refund, the employees name was Devin. She told me she had the authority, the answer was no and she was sorry. I asked her if she thought it was right for Suzanne ****** to fabricate a story to therefore evict us b/c we would not move our beach chairs, on the beach, on public property, to Suzanne ******* liking. Devin said she sympathized with me but would not return the money. We even had the Fort Walton Sherif visit us on the beach and he said we were not doing anything wrong.

  Business Response

  Date: 06/11/2024

  
  Thank you for taking the time to provide your feedback. We are sorry to hear about your experience during your stay at Edgewater. We strive to ensure that all our guests have a pleasant and enjoyable stay, and we regret that this was not the case for you.
  Regarding the events that transpired, we would like to clarify a few points. RealJoy manages the individual unit that you reserved within the Edgewater property but does not oversee the building or the grounds.
  The decision to evict was made by the HOA/CAM and its president based on their observations and policies. None of the reported issues took place within the unit we manage. They all took place on the grounds of Edgewater. RealJoy was informed of the HOA/CAM's decision and did everything we could to advocate for you and see if we could get them to overturn their decision. Unfortunately we were not successful and we were obliged to respect the HOA's authority. Our team member, Devin, conveyed this information and expressed our inability to influence the HOA's ruling.
  We understand your frustration and your request for a refund. However, since the eviction decision was made by the HOA and not by RealJoy, we are not in a position to issue a refund for the nights you were unable to stay. We recommend addressing this matter directly with the HOA/CAM.
  Please know that we sympathize with your situation and regret any distress caused. We value our guests and aim to provide the best possible service within the scope of our management.