Complaints

This profile includes complaints for Southern Vacation Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southern Vacation Rentals

  4608 Opa Locka Ln Destin, FL 32541-0745

• 

  Southern Vacation Rentals

  656 Santa Rosa Blvd STE C Fort Walton Beach, FL 32548-6087

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:12/11/2024

  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.

  09/07/24 thru 09/14/23, rented condo from Southern Vacation Rentals, **** *** ***** ln. Destin Fl. 32541. While staying in condo at #612 Starboard Village, Pensacola Beach Fl., I was infested with bed bugs. I started itching and have sores on my body around November 20, 2024. Could not get into my doc till 12/9/24, he diagnosed me with bed bugs. Since being diagnosed I have been trying to ride my body and home of these parasites. I called Southern Vacation Rentals today was told no bed bug policy can't do anything for me, I requested to speak to a supervisor, Christopher ******** returned my call, he advised me he has no way of knowing if I got them from unit #612. "Nothing he can do". Told him I'm a 75 year old woman who has not stayed anywhere but at #16 Starboard Village, since 09-14-24, have only sleep in my bed which is now infested with bed bugs. Still nothing he can do for me. I ask if he could give me a one week stay in another property? He said NO, nothing he can do and again he doesn't know if I got them at unit #612. He said seven people have stayed there since I have and no complaint. He made me feel like I'm the one who is wrong. A refund would be good.

  Business Response

  Date: 12/17/2024

  BBB Case: 22674124
  Guest: Beverly ******
  Property: Starboard Village #612
  Dates: Sep 7, 2024 - Sep 14, 2024
  The Guests never contacted us with any issues while they were staying with us. We have not had any reports of bed bugs from any other guests at this property before or after the guest’s stay. This claim was made 3 months after the guests stayed with us. There are many different variables that could bring bed bugs into your home. We have no reports of bed bugs at this property. No refunds will be provided. 

  Customer Answer

  Date: 12/17/2024

  
  Complaint: 22674124
  
  I am rejecting this response because: I did not know I was infested by bedbugs prior to 12-09-24, after doctor diagnosed me with bed bugs. I thought I was having some kind of reaction to a medication.

  I understand Florida has a bed bug law.  Will this require a lawyer? Do I need to find legal counsel? Now this rental agency is blaming me??

  What prof can I provide that I drove straight home 09-14-24, after departing 612 Starboard Village Condo Pensacola Beach Florida, managed by Southern Vacation Rentals. I have not stayed in another bed than my own. I only leave my home to shop for groceries or go to Senior Center, to pick up lunch and bring back home. I'm 75-year-old woman for goodness sake. 

  I can get copies of my credit cards to prove all purchased items or fuel, I have made sense 09-14-24. I have bed bug bites on my body, my doctor can verify this fact. I can take pictures of bites on my body. I never experienced parasite infestation before and had no idea what was going on with my body.

  Now my husband and I are emptying our home closets, cabinets and drawers so exterminator can come and poison our home of this pest.

  If they will not believe me, their word against mine. I want to put this out there so other innocent people will not get infested or perhaps will come forward who have also been infested at this property.  

  Sincerely,
  
  Beverly ******

• Initial Complaint

  Date:11/05/2024

  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.

  I requesting a refund of the amount I paidd for this condo due to the condition and possible mold in this unit. The base boards appear to be rotten in places in the bathroom and around the exterrior sliding door and have possible mold. All the other baseboards are nasty and scared up. The couch was deplorable and we were not able to sit on it at any time during our stay. I had compalined about this condition and staartedd my complaints on 10/23/24 at 9:00am and they asssured me they would investigate which they never even came to thee unit according to a camera that was set for motion that never activated. The said they would open a work order, I requested at 11:30am on 10/23/24 to be moved to another unit was told that was not possilbe. On 10/24/24 @ 7:30am I requested a reduced rate and was told the property manager would come by but never did. I wass told we would discuss any fee reduction arraigements at check but never ehard a word. When I contaccted them again they offered $75.00 then $100. This is not accceptable and I am requessting the governing authority that regulates this company. I am also requessting my full refund

  Business Response

  Date: 11/13/2024

  BBB Claim: 22516979
  Guest: James ******
  Property: Edgewater Tower II #***
  Dates: Oct 22, 2024 - Oct 26, 2024
  The guest contacted us on Oct. 23rd at 10:15 am stating that this was “the worst condo they have ever stayed in”. The guest stated that there was a lamp falling apart, the baseboards were rotten, and the mattress had not changed in what they believe is years. They also stated that they believed that there was mold in the unit and the couch was worn out. We informed the guest that we would address these issues and get their stay back up to our standards. Our operations team went out that same day to inspect the unit for mold and no mold was found. Scuff marks were seen on the baseboards, but no mold was found. We informed the guest of this information and offered $100 as compensation for the other issues that were addressed. The guest refused. We believe the compensation offered was fair. No further refunds will be provided. 

  Customer Answer

  Date: 11/19/2024

  
  Complaint: 22516979
  
  I am rejecting this response because:

  I was told by Souther Vacation Guest Services that any adjustment would have to be made upon departure if there would be one.  I was also told that the agent went out on 10/23/24 and inspected this unit  and for me to go about my day and they would contact me and follow up with me later. nothing was ever done (See text 1below). I also requested to be placed in another unit and your said that was not possible. There are more problems that scuff marks and a bad couch in this in this unit (See pic1.jpg and mold3.jpg  You stated I only contacted you on 10/23/24 but I also contacted you 10/24/24 and response is below as well: You stated you were putting a work order in for the couch and the mold but I thought you said there was no mold.

  Text 1 "Thank you for providing this information and sending photos. I have created a work order for a member of our team to come by and address these concerns for you. Feel free to go about your day as planned. The property manager can grant temporary access to address this, so you do not have to be present. Please let us know if you have any questions or concerns. Have a wonderful day!
  Thanks, Your Southern Team"

  Test 2 "(Good  Morning  ! A  work order in place for the  couch /  mold. We sincerely apologized for the  inconvenience. Our property  Manager  will  address this for you   today.  We will   continue to update  you  of his ETA  when   we get one. We appreciate your  patience.  We will  disscuss any   compensation at the   end of your stay.  Please let us  know if we  can be of further  assistance.   Guest Services J. C. ******"

  If you are not willing to refund this money or some satisfactory arraignment, then I will pursue other avenues even if it involves contacting the DBPR

   

  Sincerely,
  
  James ******

  Business Response

  Date: 11/20/2024

  Please see previous response. No further refunds will be permitted. 

  Thank you, 

• 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.

  We checked into Viviana #3, a five bedroom and five bathroom home, in Perdido Key on 9/28/24. On Sunday, 9/29/24, we attempted to use the shower in the master suite on the second floor of the home to realize the glass shower door was off-track. I moved my 6-year old daughter to another shower unit in the home on the same floor with the same glass shower doors and track system. When she attempted to close the door, it fell off and completely shattered causing multiple lacerations to her body. We immediately contacted Southern Vacation Rentals who sent the property manager. He inspected the shower door and said he would send the contractor out the following day and he would come back as well to follow up. The contractor came out 9/30/24 to clean the glass. He told us that he had reported the faulty system because it wasn't hung properly and he was concerned an accident would happen. After waiting for the property manager to return to the premises, we saw him at another rental next door and approached him to discuss this issue. He said he would tell Guest Services, who is "in charge", about the problem and he was sure they would make it right. After repeatedly reaching out to guest services so our issues could be resolved, Guest Services called on Saturday 10/5/24 after we had returned home to tell us they would not do anything other than wave the cost of the new shower door and installation fee. In addition, they said we had already received a discount for our stay. We did receive a 10% discount prior to our arrival to this rental due to a recall on the oven and not being able to use it the entirety of our stay. This was after completing the incident report, sending photos of my daughters lacerations, as well as a video of the shower door off of the track. Not only did this incident cause injury, but we were down two shower facilities during our stay.

  Business Response

  Date: 10/09/2024

  BBB Case: 22391684
  Guest: Kayla *********
  Property: Viviana #3
  Dates: Sep 28, 2024 - Oct 2, 2024
  Reservation Total: $3,823.73
  The guest contacted us on Sep. 29th at 6:20pm stating that when they arrived the unit had some cleanliness issues and noticed that the glass shower door was loose. The guest decided to use the middle shower door and it fell. The injury report says that the daughter was standing in the shower when it fell. We sent our maintenance team out immediately to take pictures of the area and inspect it. Things were cleaned up within a few hours. The damage to the door was $1,500 for repairs and the guest was not charged. Agree to refund the guest an additional $200 for the communication issues and lack of the 5th shower. No further refunds will be provided. Attached the credit receipts. 

• Initial Complaint

  Date:09/25/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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 in Destin at 970 Highway 98 East, Destin Florida #703 for the week of September 20-28, 2024. When my husband and I arrived at the condo it had a terrible smell in the condo. The Condo was dirty as well. I sent an email to Southern Vacation Rentals and I was asked to send pictures. I sent pictures of the dirty draws but I wasn't able to take a picture of the smell. I went out with my husband and we brought cleaning supplies. I cleaned the entire apartment but the smell wouldn't go away. I continued to contact Southern Vacation rentals and while my husband and i were out they sent someone to the condo without letting us know that someone had entered the apartment and put an air refresher on the AC unit. When I called and told them that the smell wasn't going away to please move us to another condo they refused and told us to wait a few days and the smell would go away. My husband is a cancer patient and can't stay in mold or mildew we had to go and rent another condo in the same building on the 9th floor. I have asked them to please refund our $1,539.14 back to us. They refuse to give us our money back and they keep saying they apologize for the inconvenience it. Please give us our money back. After going on to the Better Business Bureau I see that they do this to a lot of people. Every time I call them or send an email, they say they apologize for the inconvenience. We came from NYC for our vacation, and this has been a nightmare. The mildew smell was so bad. It is coming from the AC unit. My husband is a contractor, and he knew right away what the problem is. I asked them to come back and let's go in the condo together and lets see if the smell has gone away they refuse to come.

  Business Response

  Date: 09/25/2024

  BBB Claim: 22335456
  Guest: Pranvera ****
  Unit: ******* ** ******* ***** ****
  Dates: Sep 20, 2024 - Sep 28, 2024
  
  The guest contacted us on Sep. 20th at 9:54pm stating that the unit had a mildew smell as well as the pots and pans were left dirty. We asked the guest if she would like us to address any cleanliness issues and she stated that she already cleaned these items. Our Property Manager went out on Sep. 21st at 11am to inspect the unit for the smell and was unable to smell anything personally. The guest contacted us on Sep. 23rd stating that they still have an issue with the smell and would like to vacate and get a refund. We advised the guest that this would not be considered a livability situation so it would not warrant a move. The guest then threatened legal action and we advised the guest we can no longer continue communicating with her if she is seeking out legal action. The guest continued to make threats of legal action so communication was terminated. The guest was provided a refund of $148.47 for the cleanliness issues and smell. Please see the attached refund and email communication with the guest after multiple treats were made. We feel that the compensation was fair to the situation. 

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22335456
  
  I am rejecting this response because:  The are lying - I contacted them when we arrived on Friday, September 20th and told them about the heavy mildew mold smell.  They sent someone the next day while we were not in the unit and put a damp rid bag on the AC unit.  When I called back that day they said the manager said to give it a few days and the smell should go away.  Saturday, September 21 I called them again and emailed them and told them that this is not working and the smell is not going away.  I told them that my husband is a cancer patient and he can't stay in this smell.  I told them that my son arrived on Saturday at 2 pm from the Destin airport and when he came in the apartment he freaked out and yelled at me how I let his father sleep in the room Friday night.  That his dad is a cancer patient and can't be in this environment.  They told me that they wouldn't move us that it is a damp smell and it should go away in a couple of days.  I told them to please move us somewhere else and that we can't stay in this room.  I asked them to please come back to the unit and to see that the smell has not gone away nor will it go away.  They have a serious problem.  I spoke to a manager on the phone at 4:30 pm on Saturday, September 21 and told her that we are leaving the unit.  We checked out officially and left the unit on Saturday, September 21st at 5:35 pm - I have a video of us telling them and I also took pictures of the unit.  Also, when we went down to the Pelican resort front desk I asked if they could help us.  They said because we booked the unit through Southern vacations they can't help us.  If we had booked it through them they would just move our room.  We are traveling from NYC and then got a room at the Pelican Resort - the same building that room number 703 was with Southern Vacations.  We are now on the 9th floor #903 - Two flights up.  There is no smell in this unit.  We had to pay $1,536 for the week there as well.  First of all - why would we leave there unit and purchase another unit and spent another $1534.54 when we already purchased the unit from Southern Vacations.  I also have over 38 emails that i went back and forth with them, asking them to please give our money back and to have someone come to the unit so we can meet them and to see that the smell is still there.  Also, every time I called they say you are on a recorded line.  I want them to send you all the conversations that I had with them and you will see that they are not being honest about the situation.  

  From the beginning I mentioned the BBB and that I would call the health department.  They didn't care at all.  They kept saying to me we will get back to you.  When they didn't call me back I reached out on Tuesday, September 24th and told them that they leave me no option but to contact a lawyer if we don't resolve this.  That is when they offered the $148.45 to me.  The last day when I spoke to them which was Tuesday, September 24th - with Anthony - I told him that I am not excepting that offer.  I want my money back and that I would definitely be contacting BBB and an attorney.  I haven't contacted any attorney as of yet.  I contacted the BBB first to see what you can do for us.  

  This vacation has been a nightmare.  Thankfully, The Pelican Beach resort was able to get us a room on the 9th floor.  

  Southern Vacations Rental has been a complete nightmare.  I have asked them numerous time to please come back to the unit so we can go together and they will definitely smell the mold and mildew.  They have not come.

  I can send you all the emails that we had with Southern Vacations and I give permission for them to send you all the conversation recording we had with them.

  Please let me know what else you need from me.  I have all the emails and the video from the apartment.

  I am attaching the picture with the damp rid bag also; I am attaching the receipt from Pelican Resort.  It shows that we had to pay for a new unit in the building.  I can send you the entire email conversation with them when I get back to NY on Sunday.  I can't print or download them from my computer until I get back home.

  
  Sincerely,
  
  Pranvera ****

  Business Response

  Date: 09/26/2024

  Please see previous communication. No further refunds will be provided. 

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22335456
  
  I am rejecting this response because:  Attached are emails that we had with Southern - I spoke to numerous supervisors and all of them said to me that we will see what we can do after the fact that I told them we are checking out.  As you can see with my emails attached they are not telling the truth.  I asked numerous times to send a building management to come to the room so we can both go in and they will smell the mildew and mold in the room.  Why would I rent another place in the same building if there wasn't something wrong with the condo.  I want my full refund back.  This company needs to be liable to what they have done to my family. 

  They are very aware of the problem because if they weren't why would they come and put an order bag on the AC unit and not even call to tell us what they did until I called again to complain that the smell was not going away.  Every supervisor I spoke to said they will look into it and get back to us.  No one called us back until I kept calling and leaving messages.

  NO one has over $1,500 to throw away.  We are still in Destin even with a hurricane coming we didn't leave room 903 which is an amazing condo.  They have a serious problem with the condo.  When I went on the BBB other people have complained about Southern Vacation Rentals.  

  Please I want BBB to look into this problem.  I want my full refund back.

  
  Sincerely,
  
  Pranvera ****

• Initial Complaint

  Date:09/23/2024

  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 from this company. From the day we got to the condo there was nothing but problems. I’ve spent the first 24 hours calling and texting with the company and they will not move us to a quality condo. There are numerous broken issues in the condo. I even tripped over their broken items and hurt myself. They still refused to move us to a suitable condo. They r giving us the runaround. They took the money and left us screwed. They will not give us numbers or calls to talk to higher management. This is by far the worst condo we have ever rented.

  Business Response

  Date: 10/09/2024

  BBB Case: 22321513
  Guest: Lynn **********
  Property: ********* ***** *** *****
  Dates: Sep 21, 2024 - Sep 28, 2024
  Reservation Total: $2,953.86
  The guest contacted us on Sep. 21st at 3:26pm stating that she is disappointed that the unit. The couches are sunken in, unable to find the remote, and wanted to get to the local stations. The property manager went by the next morning at 8am and confirmed all remotes were in the unit. We also put in a request for the couch to be upgraded. The guest demanded multiple times to move. None of the issues presented livability concerns so a credit of $226.97 was issued for the condition of the unit furniture. No further refunds will be issued. Credit receipt attached. 

  Customer Answer

  Date: 10/10/2024

  
  Complaint: 22321513
  
  I am rejecting this response because:
  
  Sincerely,
  
  Lynn **********

  Customer Answer

  Date: 10/15/2024

  There were a lot of issues with the condo.  Not just a couple.  I have texts still and made phone calls the whole time we were there.  I spent the first 2 days making calls and trying to text to get things fixed.  Right away we told them how the furniture was old and broken down.  We sent them pictures of everything.  They said they would bring my disabled father a high back chair.  Charlie, the property manager said he would, we asked several more times while we were there and they never did.  Several floor boards were moving on the floor and came off the floor.  One finally tripped me up and I fell and hurt myself.  The furniture in the dining room was also worn and had no cushion.  Same went for the beds.  We told them how the condo was extremely tore up and run down.  Which is not what we signed up for.  The property manager Charlie even said that this unit needs to be closed down so that they can repair all of the issues and fix things.  They had to come 3 times to fix the toilets and still didn't fix one of them.  We told them the very next morning that we wanted to be moved to another condo that was open.  I even spent hours the night before researching what condos they still had open that would work and that were on the same property.  The agent that night said it shouldn't be a problem to move the next morning.  But the next morning they would not let us move.  Charlie said we had to deal with it or go to Motel 6.  This is unacceptable, for the amount of money we spent, for a disabled vet, for me getting hurt, this is wrong.  Then we left early because of the pain I was having from the fall.  They would not do anything to help me with the fall that happened over issues I told them about on day 1.  My dad had to sit in his wheelchair most of the time as he could not get out of the broken furniture.  The handles were even broken.  The company kept having me take pictures and send the pics to them, but they did nothing.  They offered a measly 267 dollars.  That is no where near a fair amount for the horrible time in this disgraceful unit.  All we wanted was to move to something that was fit and they refused.  This is not fair at all.  There was no cooking supplies or silverware, they had to bring us that on day 3.  Like Charlie said, they need to close down that unit and fix everything, it is not fit to be rented out right now. 
  

  Business Response

  Date: 10/15/2024

  BBB Claim: 22321513
  Guest: Lynda **********
  Property: ********* ***** *** *****
  Dates: Sep 21, 2024 - Sep 28, 2024
  The guest first contacted us on Sept. 21st due to the door code not working as they entered it. We quickly were able to get them into the unit as they were not entering in the correct code. The guest contacted us again that same day to say she was disappointed in the unit and the couches were slumped down, and there was no remote for the TV in the bedroom. The guest called back that same night demanding to speak to a manager and refused for anyone other than a manager to speak to her. The manager on duty called the guest that same night and informed her that we would not be allowing her to move since these issues are not considered livability concerns. The guest called in the next morning stating that they wanted to move to unit 500 instead, and they were again told that we would not be moving them and would address the issues that were brought to our attention. The guest then complained about the mattress, floors, paint. We offered to bring out mattress toppers and the guest again demanded to speak to a manager. We informed the guest that we were trying to fix these issues for them and we confirmed that the TV and remote were there and in working condition. The guest then stated that we were lying. The guest contacted us again on the 25th stating that they were leaving and wanted a refund. We explained that was not possible but we would be refunding $226.97 and the guest said Thank you. Please see attached text with the guests. No further refunds will be issued. 

  Business Response

  Date: 10/16/2024

  Please see all previous responses. We will not be providing any other compensation at this time. 

  Customer Answer

  Date: 10/18/2024

  
  Complaint: 22321513
  
  I am rejecting this response because:
  
  Sincerely,
  
  Lynn **********

• Initial Complaint

  Date:09/23/2024

  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.

  This company is BY FAR the absolute worst we have ever experienced!! Booked a 3 night stay starting 9/19/24. A/C goes out, tech comes out 4 hours while while we’re gone, only to leave a note saying he will fix tomorrow! Wait…what?! It 10:45pm, no A/C! Offered NO options and we had to pack up and drive home 4 hours because of these people. They refused (and continue to) provide any refund for the nights not stayed! The “manager” Chis is a completely incompetent individual. In addition, first time using toilet, it clogged and backed up. The response was “the plunger is in the closet”. Toilet never fixed. Please beware of Southern Vacation Rentals. They refused to solve any of the problem and then only want to offer $130 refund on a total of $690 for three nights.

  Business Response

  Date: 09/24/2024

  BBB Claim: 22320742
  Guest: Christopher ******
  We have no reservations under this name, email, or phone number. Please provide more details so we are able to adequately provide facts of this reservation in question. 

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22320742
  
  I am rejecting this response because: that is incorrect. I spoke with three people (one including the “manager”). The booking was in my wife's name Cassie. 
  
  Sincerely,
  
  Christopher ******

  Business Response

  Date: 09/25/2024

  BBB Claim: 22320742
  Guest: Cassie ******
   Property: Villas on the Gulf ***
  Dates: Sep 19, 2024 - Sep 22, 2024
  The guest sent us a text on Sep. 21st at 7:24am stating that the toilet was clogged and they were unable to find a plunger. The guest was directed to where to look and found the plunger. The guest contacted us again at 5:34pm stating that the temperature was at 77 and rising. We informed the guest we would call a vendor out to address this for them but were at their mercy of an ETA. The technician was able to get there by 9pm and after we were made aware that the problem would require a part to be ordered, we offered the guest to move to another unit, or stay with a discount. The guests agreed to stay where they were since they were leaving the next day. We created a new reservation just in case they wanted to move. The guest was provided 2 full nights back for a total of $230.01. We feel this is fair and will not issue any further refunds. 

  Customer Answer

  Date: 09/25/2024

  
  Complaint: 22320742
  
  I am rejecting this response because: you’re incorrect in your response. The was NEVER mention on a part to be ordered. It was a post it note on the thermostat saying the inside coil was frozen. Tech left unit running and didn’t attempt any fix. The “new” reservation for the night was in a 1 bed room. I have 2 adults and 2 teenagers. One bed will not work. Also you DID NOT refund 2 nights. After hours of back and forth with several people, the manager “Chris” was stuck on only refunding $130 after saying that was generous because he could stick with only $66. We paid $690 for 3 nights, which would be $230/night. It wasn’t until well after this complaint was filed “someone” decided to refund for the night we didn’t stay. If you want to lie and claim you refunded me for two nights, I’ll wait and expect to see the second $230 credit. 
  
  Sincerely,
  
  Christopher ******

• Initial Complaint

  Date:09/17/2024

  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 just stayed at a unit in Edgewater, tower 3, unit ****. It had a disgusting dirty and grimey feel to the entire place. Barely surface cleaned by your staff. Grime on all cabinets and surfaces including the walls that has been there for a very long time. Furniture was stained and very dirty. Broken furniture knobs that are sharp. If you have an infant or toddler, which we did, this is very dangerous. Most of the electrical outlets did not work and the ones that did have power to them were so loose, whatever is plugged in it falls out eventually. If you have a medical device such as a CPAP, which we did, this was a huge problem and huge liability on your part. Your kitchen sink was clogged and almost every dish I got out to cook with was dirty and had old food stuck to it. I had to scrub. We are a family of 8 so we like to cook and I just had $400 worth of groceries delivered so I was not about to change my plans. The dishwasher was coming out, did not close or work. I had to hand wash dishes the entire stay. There were wires exposed in the living area and the upstairs. This is also a hazard especially with an infant or toddler. The upstairs had a lot of bugs not only on the walls and floor but on the linens on the bed too. I had to wash the linens and put them back on to sleep up there. I found the source of the bugs; near the door in the corner, you can see the outside. The bathroom upstairs was also dirty. The shower curtain had so much mold and mildew and was gross. There were bugs downstairs as well. The railing at the top of the staircase was broken. There were goldfish crackers under the bed and in between the bed and nightstand in one of the downstairs bedrooms. Beds were very very uncomfortable. Your pictures online show nice chairs on the top deck… there was only one broken plastic chair. This place needs some serious deep cleaning and updates. For paying over $3000 for a short stay… I expected at least clean and functional.

  Business Response

  Date: 09/23/2024

  BBB Claim: 22297511
  Guest: Michael ********
  Property: Edgewater Tower III #****
  Dates: Sep. 5th – 10th, 2024
  The guest contacted us on Sep. 5th at 6:31PM stating that they would like more chairs for the balcony since there was only one. The guest contacted us again stating that the unit needed some deep cleaning, wall sockets were not working, and there were bugs. Our team delivered more chairs to the unit for the guest and sent our housekeeping team out to address all cleanliness issues 2 hours after it was reported. The outlets that were “not working” were actually on a light switch and were user error. We refunded this guest $341.05 for unit-related issues which we feel is fair given the issues experienced. 

  Customer Answer

  Date: 09/23/2024

  
  Complaint: 22297511
  
  I am rejecting this response because:

  The statement made by the company is not true. The chairs were never delivered as you can see from the screen shot messages I attached. They went back and forth if they were going to be able to provide chairs. In the end, they did not so that is not true. They also did not address the cleanliness either. Housekeeping came by on Sunday and brought clean sheets after I already had to wash them all Thursday upon arrival. That is all. They did not address anything else. Nothing was taken care of and definitely not in two hours. That is also false. The issue about the outlets is also a false statement. Was definitely not a user error about a light switch. The outlets themselves in most of the bedrooms did not work. My husband’s CPAP kept turning off in the middle of the night. And we had to charge our devices in the kitchen and living room.  Which has nothing to do with switches. Anything you plug in was loose. The outlets need to be changed. The company did refund me only $341.05 which I told them was not satisfactory. This place should never have been rented out. It needs major repairs and deep cleaning. This company is lying about their efforts in resolution. 

  
  Sincerely,
  
  Brenda ********

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 in Room ***, Tower II of Long Beach Resort in Panama City Beach on September 9-13, 2024. We booked this room through Southern Vacation Rentals, **** ********* ****, Destin FL 32541. Their phone number is ************. Email is [email protected] Upon returning home, we received an email saying that we were being charged 125.00 more for a broken microwave handle. We never used the microwave while there. They sent a picture where you could clearly see that the bottom of the microwave door handle was disconnected, which we have attached. They had to have staged that picture because we never saw that the door handle was broken or disconnected. It appeared to be connected to the door normally while we were there, but since we did not use the microwave, we would not have known if the bottom part of the handle was broken or not! They refused to take that charge off. We are appalled and sincerely regret using this company. We believe we were set up. We left everything in pristine condition, as we always do. We know we did not use the microwave and were completely unaware that the microwave handle was broken. We want that charge of 125.00 refunded to us immediately. Thank you for your help. Allen and Beverly ***

  Business Response

  Date: 09/23/2024

  BBB Claim: 22286866
  Guest: Allen ***
  Property: Long Beach Resort Tower II #***
  Dates: Sep 9, 2024 - Sep 13, 2024
  The Guest never reported any damages to the team as our rental agreement specifies. Please see the attached. 

  Customer Answer

  Date: 09/23/2024

  
  Complaint: 22286866
  
  I am rejecting this response because: when we arrived and all during our stay at the condo, the microwave handle was NOT as the picture they sent shows. It looked perfectly normal although I suspect it may have been unattached at the bottom even at the time we arrived at the condo. We had no idea it was broken, as it looked completely normal the whole time we were at the condo. We never touched the microwave handle or used the microwave while we were there, and since everything looked normal, how would we have known to alert anyone that something was broken when we did not know it was?? This has to be a setup. How in the world would we have known to alert anyone if the microwave handle appeared normal??
  
  Sincerely,
  
  Allen & Beverly ***

  Business Response

  Date: 09/24/2024

  Please see previously attached rental agreement stating that any maintenance issued need to be reported or they will be charged. No further refunds will be provided. 

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22286866
  
  I am rejecting this response because: This is ridiculous. I understand that any maintenance issues needed to be reported. THERE WAS NOTHING VISIBLE THAT WE EVER SAW that was a maintenance issue. The microwave appeared PERFECTLY INTACT the whole time we were there.  This is, I repeat, an obviously a tactic to get us to pay for something we DID NOT DO. 
  
  Sincerely,
  
  Allen & Beverly ***

• Initial Complaint

  Date:08/09/2024

  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.

  There is not enough room to type everything here so I am including a document with everything, because based on all the business responses they just walk all over everyone and point to their contract and blah blah blah. We arrived 7/28/2024 at roughly 4:30 pm at Palm Beach Club **** (paid out $1,642.47) to find the unit not clean, smelled of mildew/mold/pets/smoke. Contact was promptly made with Southern Vacation Rentals via phone call & we were told a manager has to check out the unit. They apparently put in a work order to have this done. We called back again later and they said everyone has gone home for the day indicating that there was nothing that could be done anymore today. Why did they not state that the first time we called?! We were not offered a comparable unit to stay in and we are now hearing the excuse that they make that decision AFTER they clean it, and then investigate if there is no other option. So in turn it would take 2 to 3 days of our vacation for them to clean and get the unit in a safe livable state, WHEN IT SHOULD BE LIKE THAT IN THE FIRST PLACE. We could not deal with the smell, it was unbearable, and indicators in the unit led us to believe, they don't take care of these units anyway, AT ALL, like a spider web shattered window from top to bottom. We made the decision to leave for our safety and to prevent losing time on our vacation which we would almost definitely be the result. I also mistakenly wrote a review thinking it was our unit we booked instead (I did it through text) and they have "no way" to send me a new one apparently. So they are sitting on a genuine resorts review, instead of the crappy one they deserve. Again kind of corrupt because they knew I was going to leave a bad review. Sorry but this business is corrupt, it shows on every website that is not theirs, which unluckily I landed on theirs and was blind to everything.

  Business Response

  Date: 09/13/2024

  BBB Case: 22117731
  Guest: Aaron ******
  Property: Palm Beach Club ****
  Dates: Jul 28, 2024 - Aug 4, 2024
  
  The guest contacted us at 6:58pm on July 28th to make us aware that there was a cracked window and the unit smelled like smoke and mold. We made them aware that we created a work order for a member of our team to come out and address these issues for them. The guest then notified us at 12:55pm the next day that they left and did not plan to come back. We made the guest aware that all issues were addressed and we had the tiles cleaned, furniture cleaned, and an air ozone machine was left in the unit to improve the air quality. The guest refused to come back to the unit and threatened legal action. They have now filed a chargeback to their credit card company. No refunds will be provided. 

• Initial Complaint

  Date:08/02/2024

  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 booked this condo Edgewater tower 2 condo 510 for 10 days....July 27- July 6th....This is Thursday August 1st...still without hot water...A hot water heater was replaced but is not working....5 days without hot water...this is very unexceptional..The people that I gave spoken with seems unconcerned..

  Business Response

  Date: 09/09/2024

  BBB Case #: 22079127
  Guest: Frankie *************
  Property: Edgewater Tower II ****
  Dates: July 27th – Aug 6th , 2024
  
  The guest reported the hot water not working July 28th at 4:35pm. We sent our technician over that night and determined that the heating element had gone out and would need to be replaced. We quickly scheduled a vendor to install a new one the very next day.  The guest contacted us again 2 days later stating that the hot water does not stay hot long and becomes lukewarm and they wanted compensation. We sent the tech back out to turn up the heat on the water heater. This guest was provided a refund of $403.13. The guest was paying an average nightly rate of $250 so I feel the compensation was fair for the length of the time the guest made us aware of the issues and getting the full replacement and settings worked out. No further refunds will be offered.
  *Attached are invoices for this work.