ComplaintsforSouthern Vacation Rentals

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date booked: 03/19/23; arrival 06/10/23, departure 06/15/23 Amount: $2,286.92 There are not enough characters in this text box for me to describe the terrible experience I had with Southern Vacation Rentals. We were greeted immediately with the smell of mold. I notified them within an hour & a half and they said they would send someone to inspect. The room was not clean - I pulled the couch bed out & there were food crumbs all over the mattress & an old pizza crust under the cushions.The headboard was not secured to the frame & fell on my 5yr old as she got into bed. The mattress was so old & worn out, it felt like I was sleeping on a box spring. Mgmt would not move us to another room, even with sending multiple photos of mold growing on the metal grid on the ceiling, refrigerator seal, walls, in the shower, on the ceiling of the bedroom, and the wall inside HVAC closet was black. Mold has a very distinct smell & I am still baffled that they couldn't smell it because it smacks you in the face when you walk into the unit. I told them my daughter was allergic to mold & has an autoimmune disorder. Her nose had continuous thick, yellow snot hours after arriving, eyes were red & itchy, and her face was swollen. This could have landed her in the hospital & at the advice of her specialists, we relocated to another condo for health/safety reasons. My headache was gone within hours & her symptoms overnight. This is a health hazard for anyone & should not have been dismissed as dust. They told me there was no validity to my photos or claims, as my concerns were strictly cosmetic. A 3rd party vendor would test & results within 3-5 days would verify my claims were invalid. The statement upfront told me that it didn't matter what the results showed, if they even tested, they would be modified in some way to benefit them. If my concerns were cosmetic, why did they decide to spray paint portions of the metal grids I brought to their attention? Website verbiage attached too.

  Business response

  07/10/2023

  BBB Case#: 20254624
  Guest: Cayla ********
  Dates: June 10th – June 14th 2023
  
  Guest contacted us on June 4th asking to move to another property due to the “dated photos”. We denied her request as this was not a livability issue but rather a personal preference. The guest called the day of arrival at 4:40pm stating “the unit smelled like mold”, and to provide pictures if she saw any physical signs of mold. The guest then called back at 4:52pm stating that she wanted a refund of the early arrival because there was not any luggage carts for her to get in earlier. The guest explained that this caused them to make multiple trips to the car to get their belongings move into the unit.  We explained we could not guarantee luggage carts and apologized for the time it took them to move in. The guest called back the next day at 3:46pm stating that the code was not working for the door. The guest then called back at 4:18pm demanding to be moved because the unit still “smelled like mold”. We informed her that the Property Manager came by and did not smell anything. We again, asked the guest to provide pictures and her response was “it’s in the walls”. The guest contacted us at 12:45am on the 12th , stating that they sent pictures of mold. (attached under work order#265963). We then provided the guest with the pictures that our Property Manager took showing no mold (work order# 265575). Guest then threatened to call the county commissioner and her legal team. We stopped all communications with this guest at this point. 

  Customer response

  07/10/2023

  
  Complaint: 20254624
  
  I am rejecting this response because:

  I never threatened involving law enforcement. Only that if the issues were not taken seriously, I would reach out to an attorney for legal guidance. It will not let me attach all screenshots of the conversation. 

  
  Sincerely,
  
  Cayla ******** 

  Business response

  07/11/2023

  Please see previous response. No further action will be taken. 

  Customer response

  07/15/2023

  
  Complaint: 20254624
  
  I am rejecting this response because:
  
  Complaint: 20254624??I am rejecting this response because:
  I “see” your response. Obviously, there are multiple issues with management and due to the amount of complaints I’ve found on your company through BBB and other platforms, there must be validity to them. I do not know a single person that has looked at my photos and told me it was dust or a single person that walked in my room that couldn’t smell mold. It’s a distinct smell, just like sewer or spoiled food, you know what it when you smell it. The last person I spoke to on the phone is an agent who said moving units would have to be approved by a manager. I also asked for the headboard to be attached to the bed frame, as it fell over on my daughter, who is all of 30 pounds. This was never completed and my requests was never taken seriously. My daughter has an autoimmune disorder and she is allergic to mold. She’s never had symptoms like that before, so I called her one of her specialists. She does have an egg allergy that makes her face swell similar to how it was on this trip. If you’re allowing families to continue to rent this unit, you are putting your clients health at risk, especially those with compromised immune systems. Your last text message to me said you would have the results of a mold test completed by a third party. Based on the “the results will prove your claim isn’t valid” response, I know that if any test was completed (I’ve yet to see any results) it would be modified to fit your criteria. I also asked to be present during once of the inspections, which was rejected as well. “We are committed to focusing on the health and safety of our guests, employees, owners, and communities” comes directly from your website. Nothing about our unit was safe or healthy with mold present. “Southern's Clean Initiative is a thorough plan to ensure a clean and sanitary stay is in place for our guests and our owners” also comes directly from your website, yet there were food crumbs on the pull out couch, old pizza crust under the cushions, and overall just dirty. Vacation is supposed to be relaxing but this was an absolute nightmare. I’m sure I could speak until I’m blue in the face and your company could care less and it’s an absolute shame. For your review, I’m attaching photos I’ve already sent but that seem to be ignored. There is mold growing on the metal grid in multiple spots. The HVAC closet is black. The ceiling has black spots on it, which I’m guessing is from the air vent on the wall. There is mold in the shower and in the grout. None of this is dust. If it was, it could be cleaned. However, since it’s not, that’s why maintenance began spray painting portions of the metal grid after this was brought to your attention. I am a single parent who adopted my youngest from foster care. I’m tired and I’m exhausted. You have no idea how much I’ve gone through to get her to the point she is now, health wise. It has been years of doctor & specialists visits. Years of hospital stays and missing work because she’s sick. I get one week a year of vacation and I should have had an opportunity to relax. I deserve that and not only did your company not give two shits about my family, I was out almost $2,000 more for a clean, mold free unit. Thank goodness for **** and their wonderful property manager at Edgewater Villas. She was so kind, everything was clean, no mold was present, and she even checked on us to make sure we made it home safely. THAT is hospitality and exactly the type of person who should be managing properties. 
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked beach front condo at Regency Towers Pensacola Beach April 2 2023 for $3038.00, arrived Saturday June 3rd to find out that we were unable to enter our balcony do to construction on outside of building Which we were never told of. Called and was given a $475.00 refund for no balcony. On Monday the5th we where woken up to jackhammering/ drilling/sanding outside of our condo door which was very loud , with pant chips on hallway floor for us to walk through. Then found out we were unable to access beach/pool area through lobby, had to walk around building. Found mold on bathroom shower curtain, cockroach in dining room. Had workers on balcony when we were trying to eat lunch. Talked to others without balcony and they were never told about construction. One couple who knew about the construction was told it would be finished when they arrived the first week of June. Called southern Vacation Rentals 6/12/23 after returning home and was told that construction was posted on website and nothing would be done to compensate for the things we encountered other than the balcony. After searching website after calling SVR I found in small letters above pictures of condo about construction I feel this was deceiving by placing a warning about work and noise above pictures of condo, my wife and I were both looking at pictures of condo before booking and nether of us noticed this warning. I would never have booked this unit if I had know of the work being done. Thank you

  Business response

  07/10/2023

  BBB Case#: 220222884
  Guest: Patrick ******
  Dates: June 3rd- June 10th
  Guest booked April 2nd 2023. Construction notices were posted January 3rd 2023. The guest confirmed that they saw the notice but didn’t pay attention or read it in detail. We lowered the rent to allow bookings during the construction period and still provided this guest with a credit of $474.74 which was over a 25% discount due to the inconvenience. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a condo from Hotels.com to stay at a souther vacation rental property the sunbird resort. The days were June 4 and leave on the 7th. We were showed one condo that was very nice. When we arrived it was nothing at all like the pics. The room was nasty and the A/C wouldn’t work. From the time I walked in I started to call and complain. We were told over and over again from Sunday till Wednesday when we left that the southern vacation rentals management would call us back and never did hotels.com told us the the managers were going to get us a condo just like the one we were supposed to have or an upgrade witch never happened. When we walked in there was a hole punched in the door, the A/C didn’t work, there was trash in the floors, paint chipping off the walls, mold painted over, grease im guessing in the kitchen light covers, molding coming off the wall that would catch your close ever time you walked in the bathroom, the oven couldn’t be used because it wouldn’t open cause the refrigerator was in the way, dirty towels with black hairs on them. I can keep going. I have pictures of it all. The first pics of what the room was supposed to look like or similar and the last pics are what we got. Thank you

  Business response

  06/14/2023

  BBB Claim: 20177638
  Guest: Devin **********
  Unit: Sunbird Beach Resort **** ****
  Dates: Jun 4, 2023 - Jun 7, 2023
  
  The guests did not contact us with any complaints after they were sent multiple communications from our company. Expedia called on the guests behalf at 4:45pm the day of arrival. We created a work order for the items listed via Expedia (fridge location, small hole in wall, paint scratches, and cabinet door needed to be more secure. We addressed all items by 6pm excluding the fridge location. Expedia then contacted us at 7:38pm to ask for the guest to be moved. We explained that there was not a livability concern so they would not be moved. The guest called in June 5th to report that the AC was not working. We sent out a vendor and there was not anything wrong with the unit as it was showing 74 in the unit. The guest called again at 4:26pm demanding to be moved. We again explained that we do not move guest unless there is a livability concern. Guest stated that the AC was still not working, and we explained that it was working fine as inspected. The guest never contacted us again.
  
  Thank you,
  Amanda **** 

  Customer response

  06/14/2023

  
  Complaint: 20177638
  
  I am rejecting this response because:
  
  Sincerely,
  
  Devin **********

  Customer response

  06/15/2023

  They are saying that the fixed it that day. The dates are on the pics I’m resending. They are saying something about Expida and we never used Expida. No one ever called us hotels.com sent me an email with the number to get in contact with a manger of the property the next day after they said they fixed it and I did. Once again was told that the property would have a manger call back that never did. I just went on there website and this is the room it is showing now as 911w so they know what the are doing and false advertising the room we stayed in. This is directly from their website. Nothing was fixed at all and no one contacted us. That looks nothing like the room that we were given. It will only let me select 5 pictures but I have more if needed.

  Business response

  06/19/2023

  Expedia and Hotel.com are the same company. Please see previous comments. No further action will be taken. 

  Customer response

  06/20/2023

  
  Complaint: 20177638
  
  I am rejecting this response because:

  As you can see in the pictures I provided they were taken after they said they fixed everything. The other pictures are off of their website and it’s clear to see that they aren’t the same room, it’s false advertising and not right.  It ruined our vacation and my 4 year loss first vacation. I called over and over again and never talked to anyone after being told I would get a call back by a manager. They know the room is disgusting and when they get you in the room they don’t call back cause they already have your money.

  Sincerely,
  
  Devin **********

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a unit through Southern Vacation Rentals from June 4-June 9, 2023. Upon arrival on June 4th, the condo was 82 degrees and the air conditioning would not work. The condo was advertised as having a working air conditioning system. I paid a total of 2400 dollars and some odd change. I immediately contacted Southern Vacation Rentals about this issue, and they claimed that they would have a maintenance crew to fix the issue. The following day, (Monday June 6), I had still not heard from anyone and no maintenance had showed. Communicated by phone and text, I made them aware that the conditions were unbearable, and that we would like to check out early as we had two elderly individuals residing in the complex these temperatures were not a safe environment. They did not respond to my claim for nearly 4 hours, and said their maintenance crew would be there as soon as possible. We continued to communicate, and they would not be able to send out maintenance until Tuesday morning at 10am, and said they would be dropping off fans in the meantime. We never received any fans, and offered to reimburse us for fans that we had to purchase (which they never did). Again, I told them it was too hot to stay and that over half of my vacation was already over, they responded that they would be sure to compensate me for each DAY without air conditioning. They did not have maintenance to the unit until Tuesday at 6 pm. On Wednesday, the company reached out and said they would only be refunding 50% of the two days (this excludes fees, taxes, etc.). I asked to speak to a manager because this is NOT what was disclosed. Finally, after 2 hours I got a call from a so called manager named “Kate”, who would not give a last name, and she would not do anything more than what they had offered. This was absolutely ridiculous and unacceptable, and completely ruined our vacation as we could not use many amenities due to the extreme heat conditions,

  Business response

  06/13/2023

  BBB Claim: 20158731
  Guest: Kathy *******
  Unit: Edgewater Windward #***
  Dates: June 4th – June 9th 2023
  On June 4th at 6:12PM the guest called to report that the AC was not working. Since this was considered after hours we informed the guest that we would be reaching out to a vendor to come by and address for the guest. Unfortunately, the vendor was unable to make it that night and requested to be added to the schedule for the next day. The vendor went out the next day at 4pm and stated that they were unable to repair the system without ordering a part which could be installed that next day. The guest was provided the option to move or wait for the part to be installed with a discount for the amenity not being available. The guest chose to stay at the property and wait for the installation. The installation occurred the 6th and the guest confirmed that the AC was working properly. The guest was provided with a 50% discount for the nights affected since they agreed to stay in the property. When the guest found out the dollar amount they threatened to leave a complaint on the Better Business dashboard. I have attached all text from the guest with responses.
  
  Southern Vacation Rentals
  Amanda Cash 

  Customer response

  06/14/2023

  
  Complaint: 20158731
  
  I am rejecting this response because:

  Clearly, if you read the screenshots from the texts it says that we would be fully compensated for each night without air conditioning, NEVER did it say 50%- that it completely false information. Additionally, you NEVER offered us a new unit, we asked if we needed to leave because the conditions were so unbearable, but you insisted that we stay and that we WOULD BE FULLY COMPENSATED for each night without air conditioning. This is completely unacceptable, and a complete disgrace to costumer service.
  
  Sincerely,
  
  Kathy *******

  Business response

  06/19/2023

  Please see previous response. No further compensation will be provided. 

  Customer response

  06/20/2023

  
  Complaint: 20158731
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kathy *******

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a condo (property id # 2257252) via VRBO, which was listed by Southern Vacation Rentals. The dates were 4/1//23-4/8/23. Booking id #: 2365623. This booking was listed under my husband's name, Chad ****. Total payment was $3004.55 paid via Visa credit card. This property was listed as beachfront with a balcony and there was no mention of construction or possibility of a closed balcony anywhere on the listing or in the information we received after booking. We were horrified to find the balcony was closed off, patio furniture was stacked up in the living room area (making it cramped and a few chairs unusable in the living room). On top of this, there was on-going, horrendously loud construction noise (sounded like a jackhammer directly above us) from about 8am-4pm every single day we were there! As soon as we arrived and realized the situation, we called the property manager, who told us our only option was for them to try and find us a SINGLE hotel room, that would not be beachfront. We declined this, as we booked a 3-bedroom beachfront condo and had 4 people in our party- that was an unacceptable solution. When I requested compensation for the misrepresented accommodation, I was only offered a single night's credit. I again declined as this was unacceptable. All other listings disclosed their renovations. This company purposefully hid the renovations. We were beyond disappointed with this stay and the lack of transparency by the listing agent. I have pictures and a video that show the construction and noise associated, as well as screen shots of the listing on VRBO, which again, had no mention whatsoever of the construction and closed balcony

  Business response

  06/14/2023

  BBB Claim: 20059437
  Guest: Chad ****
  Unit: Summerwinds #****
  Dates: Apr 1, 2023 - Apr 8, 2023
  Guest contacted us about the construction, we explained it was on the listing at the time of booking. The guest services team offered to move the guest or get a refund of 10%. Guest accepted the discount. Please see the attached text.
  
  Thank you,
  Amanda ****  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reservation Code ******* We deposited $800 in March for a room and when I went to arrange payment for the remainder, I was told that it had to be paid by 4/16 which is outside of the 30 day window. When I asked if could make a payment plan to pay the remaining $1600 which would be to pay $1000 now and $600 in 2 weeks, I was told that they likely would not take a payment plan and I could not receive my $800 back. I rented this same location last year, and I was able to arrange a payment plan that would allow me to pay off before I arrived, but the company now uses call centers located in Jamaica to handle all of their payment operations. I would prefer to keep the reservation, but before I invest another $1000, I need assurance they won't cancel and never give my money back. If they can't honor the original request, then I would like at least some of my deposit back. This is not the same company and it appears they have outsourced alot of work overseas which has me wondering what else has changed. More importantly it was not clear at the time I registered that this was an overseas operated company.

  Business response

  04/20/2023

  BBB Case #: 19955068
  Guest: Marsella ******
  Property: Solana Shores #2
  Dates: May 15th – May 21st, 2023
  
  
  Response: Our payment agreement is made very clear not only on our booking site, but also on the Booking Confirmation, and again on the Rental Agreement. We do not make payment arrangements for guests outside of this policy to protect the company and the individual owners. If something outside the Guest’s control prevents the final balance from automatically coming out, we can work on a few days' extensions for emergencies. This guest was aware of the policy when they booked and now refuses to pay as agreed. Guests will need to pay as agreed or the reservation will be canceled as stated in the policy. This is no fault of Southern.
  Southern Vacation Rentals does not discriminate when providing employment opportunities as well as hosting Guests with different nationalities or backgrounds. We outsource some of our Guest Communication, so we can provide our guests with the best quality of services from start to finish. Southern also has local staff that work hand in hand with our owners, and operations team so we can quickly resolve any issues on a local level. We do not make a point to tell guests where our employees work for privacy reasons.
  
  Amanda ****
  Director of Guest Services

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  For the week of 3/17/23. As seen on the documents in the online website Vrbo and southern rentals for that were also furnished in the condo we paid for private beach access across the street. Even after calling them they promised to provide but did not. Eventually said would provide partial refund but also did not. They later stated a previous guest left those postings at the condo. They removed all the fraudulent documents from website during our stay. The attached was a screenshot prior to them removing it. Later they claimed this access is for owners only and not guests. We spoke to multiple guests who all told they were provided with key fob for access. We were told numerous lies that no reasonable person would ever believe. We were charge $3027 of which we are disputing 20% for deliverables not provided that were part of the purchase agreement.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a condo from Southern Vacation Rentals for the week of April 1st - April 8 2023. This trip has been planned and booked back in June 2022. I booked a condo at Edgewater Windward #407 for $2646.56. The condo said it had a max capacity of 6 people, and showed online that it had a king bed, two twin beds and a queen sleeper sofa. Prior to getting to the condo, I received a text letting me know that the handle was broke on the sliding glass door as well as the rollers and they were waiting to hear back from the owner before replacing. The door was really hard to slide open. Upon entering into the condo we noticed that there was not a pull out sleeper sofa, I immediately called Southern Vacation Rentals and let them know. They told me over and over yes, there is a sleeper sofa in the condo.....I had to send them pictures before they said they would look into it. Finally it was confirmed via text that the sleeper sofa was removed from the unit. So I asked Southern how are you going to accommodate my family of 5? They replied via text that I could go buy an air mattress and send them the receipt for reimbursement. I did not agree with it. I told them they needed to be held accountable for not letting me know ahead of time that the sleep sofa had been removed and this could no longer accommodate my family of 5. This went back and forth for the next two days. Also, that night the hall tub backed up with water and nobody came out until the next day. My husband plunged it and got the water to recede so we could all finish taking showers that night. The master bathroom shower was dirty and not cleaned, it was gross. Let them know about that too, nobody came to clean like that stated in a text. An air mattress was never brought to our condo, however I did receive a check in the mail from them on April 8 in the amount of $411.10. I will not cash it because I believe that since they issued me a check they know they did not fulfill their obligation.

  Business response

  04/17/2023

  BBB Case #: 19930907
  Guest Name: Regina *******
  Unit: Edgewater Windward #407
  Dates: April 1st – April 8th 2023
  Guests called in on April 1st at 9:01 pm stating that they were missing the sleeper sofa. We immediately responded that we would be getting with our local Property Management team to see if there was a change that was not reported. We responded to the guest at 3 pm on April 2nd, that the owner recently had the sleeper sofa removed. We apologized to the guest and offered to bring out a blow-up mattress or to move to another location. The guest accepted a 2-night refund and stayed in the property. The guest also reported the tub being clogged on the same call. Our local team resolved the issue by 4:17 PM that same day.
  

  Customer response

  04/17/2023

  
  Complaint: 19930907
  
  I am rejecting this response because:

   

  What they are stating is incorrect.  My initial call into them was at 657pm on April 1st, and I spoke with Durika (Attached picture showing phone call).   She told me there is a sleep sofa, you just have to pull the cushions off and look for the bar.  She said she would send a message to see if the sleep sofa was there (see in text thread).   That is when it was first reported.  I called back at 827pm and spoke with Jaison, ( attached picture showing call) to see if they had heard anything, they needed pictures so I sent them and sent him the text I had received confirming the sofa had been removed.  He did not show that message, so I copied it from my text thread and sent it to him.  Jaison said before we can move forward with anything else the property manager needs to confirm the sleep sofa is not in the condo.  Which I agreed too.
  I have included my text thread with Southern to show you that y'all did not offer to bring me an air mattress.  Southern kept telling me to buy one and I would be reimbursed, which is in the text thread and did not offer to move me to a different location.  You can see from the text once it was confirmed the sofa was not a sleeper no options were given, until I reached back out and asked how they were going to remedy this problem.  That's when they said they would bring an air mattress.....I never agreed to the air mattress and one was never brought to the condo.  
  In the text message you can see I was not given the option of the amount of refund...it states " I was told.....and the process was submitted and a check will be sent to you for $411.20".  I asked how that amount was arrived at and I was informed it was 20% off the rent, I never accepted it as you can see from the text thread, I stated it was not acceptable.  
  Regarding the tub being clogged it happened on April 1st which I reported that night at 1000pm, (which can see pic of phone call)  and it was not fixed until April 2nd.  At that time it had all drained out the next day, but the cleaner never came to clean.  All of this is time and date stamped in the text thread.  
  I have included the phone calls also from April 1st, 2023 to Southern Vacation Rentals.
  

   

  I have the text thread as a zip file, but cannot attached due to its size.  So just a few are attached.
  Sincerely,
  
  Regina ******
  Sincerely,
  Sincerely,
  
  Regina ******

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I reserved a one bedroom unit, on March 23, 2023; for a total price of $2103.52. Upon my arrival, I immediately noticed issues with the unit, and reported them. The issues are all related to cleanliness, damages, and in general not getting what I paid for. I had 5 phone conversations with this company on my first night. It was back & forth with them saying I will be compensated for the inconvenience, then on the next call being told there's no compensation. Being told on one call I will be moved to another room, the next call being told that it isn't an option. I eventually was moved (took them about 5 hours) to a new unit. The first room was a one bedroom with a full living room; to sleep a total of 4. There was rust, exposed plaster patches, cracked tiles, broken cabinets, mildew, unsecured ceiling tiles. I took many pictures that I shared with the co. New room was a studio capable of sleeping 2, and while the 1st unit had a full kitchen; the studio unit had a mini version including a mini fridge, mini dishwasher, and did not have an oven. I expressed that i did not want a unit that small but the other option they gave was to stay in the original unit. So I take the new unit at 11pm. It took them nearly 5 hours. New unit issues: balcony door won't open, dirty appliances and dishes, hair in shower, feces smeared in bathroom, floor not cleaned, blown light bulbs, water damage, interior lock is broken. The resolution they offered was for me to schedule an appointment with maintenance WHILE IM ON VACATION! I said no that that was unacceptable. That the unit should have been ready upon arrival and I'm not dealing with maintenance, that's not my job. That I need a new unit and I need to be compensated for the inconveniences including no balcony access; whether or not a new unit is available.

  Business response

  05/08/2023

  BBB Complaint
  Case ID: 19885765
  Guest: Erin **********
  Property: Long Beach Resort Tower III #402
  Dates: Apr 1, 2023 - Apr 8, 2023
  The guest contacted us at 7:26pm about the condition of the unit and requested to be moved. After speaking with an agent, the guest was forwarded to a manager who agreed to allow the guest to move due to the condition and pictures provided. We moved the guest by 9:03PM after they approved of the new location. A refund was provided of $358.74 which is almost 2 nights back in rent for dealing with the condition of the unit for 2 hours and having to move. We feel this was more than fair compensation for quickly resolving their issues.
  
  Thank you,
  Amanda ****
  Director of Guest Services.  

  Customer response

  05/08/2023

  
  Complaint: 19885765
  
  I am rejecting this response because: 

  This is a false claim. I never received a refund of any sort. Furthermore, the response of the company does not even address the second unit i was moved to. I was unable to access the balcony of the second unit, there were dirty dishes, mildew, trash on the floor, dust, torn bed sheets, two windows I could not see out of due to filth. They said I would have to meet with maintenance to address the issues, and then meet again with an inspector (while on vacation!) in order to get any issues addressed. The solution they offered, in order to avoid these further inconveniences, was to move me 3 hours away to a different resort. I was chaperoning a group of 13 kids so this was not an option. Regardless, this is a ridiculous "solution". 
  
  Sincerely,
  
  Erin **********

  Business response

  05/10/2023

  Please see the attached credit memo that was sent back to the card on file. We also sent 2 other options in the same area which your party denied because you were able to get the balcony door open. I have included this text in the attachments. 

  Customer response

  05/10/2023

  
  Complaint: 19885765
  
  I am rejecting this response because:

   

  The credit memo attached by the rental company is a piece of paper with random words and numbers. An 8 year old could have created that in Microsoft Word. It doesn't even say what account was credited because there was no credit. I did not receive any sort of refund. 

  Yes, in the 2nd unit i was moved to (900) a member of my party was finally able to get the balcony door open on the 3rd day of our stay. However, once it was closed again it could not be reopened. The door was simply broken. I previously attached a video of this so it is completely undeniable. From that point, I was finished wasting my vacation time going back and forth with this company; much like I'm doing now. 

  They failed to provide detail in their response about what exactly they offered.

  Option #1: move to a resort 3 hours away

  #2 move to a resort a few doors down but it was described that I would not meet the minimum number of days that resort required so they could not ensure that reservation.

  The 1st 2 attachments in this response are of the resort they offered me THREE HOURS AWAY, in a different state mind you. The 3rd is a closer option on the same beach that they could not ensure for the number of nights I needed. 

  The last attachment is of the original receipt which includes an account number. Why does the refund memo not include an account number...? Because there was no credit issued. Con artists.

  Again, I was chaperoning a group of 13 children. Leaving the same resort as them was not an actual solution for the situation. This entire incident was preventable if they simply did their jobs in the first place.

  
  Sincerely,
  
  Erin **********

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On March 20th at approx 5:55pm I booked a Southern Vacation rentals property through the VRBO app.I booked for Jan 28. 2024 to Feb 25 2024. A total of 28 nights. In just 2 minutes I received a confirmation email from Southern vacation rentals and my visa was charged the initial deposit and vrbo fee. 18 minutes later I got another email saying there was an issue and I should call them. I called and was told there was a 56 night minimum for this property. I could double my length of stay or cancel. I told the rep that nowhere on the listing did it say there was a minimum stay and they had accepted my booking and charged my visa. I couldn't stay 56 nights so they cancelled my booking. My visa was refunded for the US$ amou t it was charged in error. The issue is that I live in Canada. I have a visa in CAD$. They refunded in US$. Purchases and credits are posted at different fx rates. I am out of pocket CAD$105.38. This balance is on my visa I have sent many emails to guest services email at southern vacation rentals. They keep apologizing, blame visa and finally on the last email said it was my fault for not having a US$ visa! This is not my fault, not visas fault and not vrbos fault. Southern vacation rentals should have posted minimum stay requirements on the listing, failing that they should have rejected the booking request and never charged my visa in the 1st place. I have repeatedly asked them to make my visa charges zero, not 105.38. They are refusing to do so. Now I have to pay 105.38 to clear my visa because of their incompetence

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