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:06/24/2024

  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 rented Villa #**** from June 16-22. The business was advertised as a non-smoking room- but as an athmatic, the smell of OLD, STALE smoke was so bad that I had to relocate to another location ON MY OWN DIME during the evenings. They attempted to fix this with a can of Febreeze- which was not going to remedy a smell that was years in the making. I asked to be relocated and was told that they were full, and so I was out of luck. The eletricity flickered and required that 2 GFIs be added (which were not present - this is against fire code)- as well as the installation of a breaker. My hairdryer is not able to be used as it was burnt as a result. I need to buy a new one. Additionally, the oven was affected and we were not able to use it either. The air conditioner went out one night and we had to fix the eletrical panel ourselves- as well as walk 2 miles to get batteries for the thermostat and they told us that they would not be able to fix it until the next day. It was 80 degrees in there for almost 24 hours. One of the sinks did not drain and was not able to be used for the duration of the vacation. We were not able to sit on the porch as there is a wasp nest IN THE WALL and they swarmed it all night long, inside the drywall. I called the property management company at least 5 times during the visit and met with the property manager. She smelled the smoke, apologized and admitted it was terrible and nothing she could help with. I emailed when I got home with picutures, vidoes and a lengthy email. They did not respond. When I called again, they offered $250 back. However, this was a $2100 rental and I was UNABLE TO SLEEP IN IT. This is not acceptable. I have attached pictures. I also have a video of the lights flickering but the format wont attach. I am happy to text it or provide it another way.

  Business Response

  Date: 07/09/2024

  BBB Case: 21894254
  Guest: Lauren ********
  Dates: Jun 16, 2024 - Jun 22, 2024
  Property: Edgewater Villa #****
  The guest contacted us on July 17th at 9:41AM by text asking if the property had an icemaker or if there was ice available. We responded at 10:07AM stating that there was a stand alone ice maker. The guest responded that they already bought ice. The guest then responded that they were unable to find the remotes to the TV’s. Then responded again to have someone call her immediately. We responded that we would create a work order for a member of our team to come out and address this as soon as possible. The guest then responded that “they do not wish to enter.” The guest called in on July 17th at 8:44PM stating that there was an old stale smoke smell and the lights were flickering. Our team came out on the 18th and changed all the HVAC filters as well as sprayed some deoterizor. The Property Manager was able to get a vendor out to change out the GFI outlet in the bathroom that same day. The guest called in on June 20th at 8:46 PM stating that they needed two AA bateries and we created a work order for a member of the team to deliver it the nest morning. The guest called in at 9:29 PM using foul langage stating that they were not happy and would be disputing charged with their credit card company, and hung up. The guest called back on June 21st at 9:16AM stated that no one was there yet as the Property Manager walked in to deliever the batteries. The guest contacted us again on June 24th at 1:09PM stating that they would like to speak with a manager regarding the issues they encountered. The manager on duty called the guest at 2:14PM and offered $250 back as compensation for the batteries, and smell that was present the first day. The guest declined the compensation and stated that they would be filing a claim with the Better Business Bureau and contacting an attorney. The manager on duty stated that if they continued to bring up legal counsel we would be unable to assist them further. The guest ended the call. The guest contacted us again on June 28th at 3:19PM asking when they would receive the refund. We informed the guests it would take 3-10 business days depending on their credit company. The guest contacted us again on June 28th at 8:50PM stating that they still did not agree to the refund amount and they have filed a claim as well as gotten legal counsel involved. The guests contacted us again on July 5th stating that she was still not happy and her lawyer would be contacting us. No other concerns were brought to our attention. 

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21894254
  
  I am rejecting this response because:
  

  1. I requested a refund for the full amount. I asked to be relocated immediately upon arriving due to the smell and this was denied.  I was not able to stay there in the evenings due to health issues.

  2. They already agreed to a refund of $250 and sent me a PDF with a receipt.  However, I have not received it.  So I have receieved no money to date.

  At this point, I would even be statisfied with 50% refund.  But $250 is not acceptable.  I asked to be relocated.  This was a MORE THAN REASONABLE request. This is the responsibility of the business to ensure that safety and well-being of their guests.

  
  Sincerely,
  
  Lauren ********

• Initial Complaint

  Date:06/17/2024

  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.

  I found a six bedroom, six bathroom rental called Villa Del Carmen through Souther Vacation Rental’s website. I paid $3650.58 upfront for the my stay from 6/9-6/15. When I arrived on the property the air conditioner in the pool house, I.e. 6th bedroom/6th bathroom, had the air conditioner set at 91 degrees. We turned the unit on and thought it was pups cool down in a couple hours. Unfortunately, that was not the case, the air conditioner never cooled the room and as a consequence no one could sleep in that room or make use the bathroom. We had to double up inside the main house and incur additional costs to put people up in a hotel because there wasn’t enough room in the main house. I reported the issue to the customer service line and they said they would send someone but that person did not show up until the following day at 4pm. That left me without full use and enjoyment of the property I paid for upfront for 48hours. When I called the customer service line again to complain and asked to speak with a manager, they would not let me. The Customer Service rep named Chelsea promised to refund me for the time I did not have access to the room and promised to give me a call back. I reached out to them via email several times since that call and each time they ignored my request to have the refund.

  Business Response

  Date: 06/17/2024

  BBB Claim:
  Guest: Patsy *********
  Property: Villa Del Carmen
  Dates: Jun 9, 2024 - Jun 15, 2024

  
  Guest first contacted Southern Vacation Rentals on June 10th at 7:53PM stating that the AC is at 91 degrees and if someone couldn’t come out to fix it, they would like money back. We attempted to reach out to the guest but the phone number on file was not correct. We sent an email to the guests let them know that we were actively working on getting someone out to address the AC for them. Guest did not contact us back till June 11th, at 10:07am. The guest demanded the number to the property manager which was declined as all guest's communication goes through Guest Services. We then informed the guests that the AC was scheduled to be fixed that day and the vendor was completed by 2pm. We attempted to reach out to the guests regarding compensation, and they never contacted us back. I will issue a credit of $140.20 (30% of the nightly rate) due to the AC being out in the pool house for less than 24 hours. Please note that the pool  No further compensation will be provided.
  

  Thank you,
  Amanda ****
  Regional Director of Guest Services. 

• Initial Complaint

  Date:05/21/2024

  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.

  Week of May 12 - 18th The bed in the master bedroom was broken but put back together. It collapsed two nights in a row before we called maintenance. First night, we straighten the legs because they were bent and you could see scratches on the floor where this had happened multiple times. After the bed collapsed again, we bought a screwdriver put the screws back in - there were multiple holes where THIS HAD BEEN AN ISSUE. Once maintenance was notified, they brought in a new bed after 2 nights - then charged a damanage fee of $1000.00 - this was NOT RIGHT because the bed was in bad shape to begin with. In addition, this unit had a broken coffee pot, knobs missing on cabinet in kitchen, black mold on sliding door, ceiling fan that made noises, wend 6 hours without water - had to have maintenance in building twice and then the delivery .... went without being able to sleep in master bedroom for 4 nights. Speaking to customer service on 05/21/24, they said that the bed was not damaged on arrival - I BEG TO DIFFER. There is no reason for a kingsize bed to collapse, have markings on the floor where the frame legs had collapsed, broken ends on legs. It collapse TWICE, even after putting it back together the first night. I am registering this complaint to get the $1000 returned due to damages that were not at fault. It was a crappy bed to begin with.

  Business Response

  Date: 06/20/2024

  BBB Claim: ********
  Guest: Michael ******
  Property: Island Princess #607
  Dates: May 12, 2024 - May 18, 2024

  
  After further investigation, we will agree to this guest's request to refund the damage charge of $1,000. Please see the attached receipt of the credit issued to the guests.
  
  Thank you,
  Amanda ****
  Regional Director of Guest Services. 

• Initial Complaint

  Date:05/16/2024

  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 stayed at the Emerald Towers May 3 to 11, It was very dirty. It was not cleaned for a long, long time. The dishes were dirty, the sink was clogged, there were no towels. I mopped a black floor 4 times so we could walk on it only with are shoes on. The manager Stacy does not care, the emergency number does not answer. They would not care if there were RATS inside running around. We got locked out and Southern Vacation Rentals refund will be 118.59 cents Do not know how they came up with that after paying 3031 for a condo that RUINED OUR VACATION. Something needs to be done with management and housekeeping. after having to pay a 300.00 hosting fee to boot what a RIPOFF! I filed a complaint on Emerald Towers AND southern vacation rentals Because they both want to blame each other. I would like a refund.

  Business Response

  Date: 05/17/2024

  BBB Claim: 21715006
  Guest: Juliette ******
  Property: Emerald Towers #705
  Dates: May 4th – 11th , 2024
  
  The guest contact us at 3:21pm stating that the door code was not working. We advised the guest it was before checkin but provided a code to allow entry. The guest contacted us again at 5:21 pm stating that they needed help getting in again and they had to take medication within 15 minutes. We advised the guests that someone will be out at 5:31pm. The guest contacted us again on May 6th at 3:06pm stating that the garbage disposal was not working. We advised the guest that we created a work order and someone would be out to address it. We then followed up the next day asking if everything was taken care of. We received no response from the guests.
  On May 10th at 12:12 pm we were notified by the Home Owner’s Association that the guest was involved in a hit and run at the complex parking lot. The Home Owner’s Association informed us that they would be contacting the local authorities.
  The guest contacted us on May 14th, stating that they wanted compensation for being locked out of the unit. We provided the guests with a refund of $118.59, which we believe is more than fair.
  No other issues were brought to our attention. 

   

  Thank you, 

  Amanda ****

  Regional Director of Guest Services

• Initial Complaint

  Date:04/29/2024

  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.

  Continuous charges for repairs to rental unit without detailed support and reduction of rental income for charges without approval and/or support.

  Business Response

  Date: 05/13/2024

  Greetings, 

  This is for an owner. As you can see, the owner has provided numerous approvals via text. Nothing was charged to their account without prior notice. 

  Thank you, 

  Amanda **** - Regional Director of Guest Services

• Initial Complaint

  Date:04/12/2024

  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 owned a Condo # **** ********* Panama City Beach, FL. MY Condo was managed by Southern Vacation Rentals. Throughout the 2023 rental year my Condo was managed badly by Southern Vacation Rentals with just loss and no income from the Condo. My complaint is that throughout the 2023 rental year they created fake work orders in my condo even though the condo was vacant every month and does not need any work orders and they charge me with these fake work orders monthly in addition to the monthly maintenance fees. After I complained to the manager in charge of my condo about these unnecessary and fake work orders while my condo was vacant, he stated to me that they have to create these work orders in the condo to generate money to compensate for their expenses. My request is that I need a refund for all of these work orders while my condo was vacant. Thank you, Jamal ******

  Business Response

  Date: 04/15/2024

  BBB Case: 21565011
  Owner: Jamal ******
  Property: Edgewater *****
  
  This owner is referring to management fees which he agreed to at the time of signing our Owner Contract to put their property on our Property Management Program. We have made numerous attempts to explain these to the owner as well as inform the owner that they still owe us for handing maintenance issues on their property as agreed at the time of the contract. I have included the details explained by another manager who primarily handles owner communications. Please see the attached:
  
  
  Thank you,
  Amanda ****
  Regional Director of Guest Services 

  Customer Answer

  Date: 04/16/2024

  
  Complaint: 21565011
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jamal ******

  Customer Answer

  Date: 04/18/2024

  Southern Vacation Rentals made up all these work orders with their business partner to make money from us. Since I put my condo in the rental program I never made less than $11,000 (which is at least my yearly expenses). 

  Southern Vacation Rentals took over the rental management in 2023, They made $7,500 and I made $4.000 gross rental income in year 2023 not even the cost of the sleeping sofa (which cost me $4,300) they asked my to buy for the condo to improve the rental income. I lost the HOA for 2023 as well as the taxes for 2023, the HO6 and the utilities which I cover it from my own money. This is to show you how BAD is Southern Vacation rentals the way they managed my own investment. They put me behind in debt just to make money from us and to grew their business.

• Initial Complaint

  Date:01/18/2024

  Type:Customer Service 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 arrived 10/7/23 at 7:30 pm at Destiny Beach Villas #10B to find the unit not clean, smelled of mildew/mold and infested with mice/cockroaches. There were mouse droppings in every room in the unit including on the kitchen countertops, floor & inside cabinets. Additionally, there were dead cockroaches on the floor as well as I killed a cockroach that was running on the floor within a few minutes of our arrival. See attached pictures of initial text with business at 7:36 pm central time, mouse droppings, cockroaches & a unit that wasn’t cleaned. Contact was promptly made with Southern Vacation Rentals via text/phone call & was told there was nothing that could be done until a manager checked out the unit. When I spoke with a manager on Monday, 10/9 he indicated that since we checked in after 10:00 pm on 10/7 there was nothing that could be done that night which was a lie. We arrived at 7:30 pm on 10/7 & immediately reached out to get this taken care of. The most disappointing part of this whole experience is that we were not offered a comparable unit to stay in & Southern Vacation Rentals left us hung out to dry to find our own lodging accommodations for the night of 10/7; shame on Southern Vacation Rentals. We finally found a room available at the Hilton Sandestin Beach & Golf Resort and had to waste my wife’s hotel points to secure the room. When we hadn’t heard from Southern Vacation Rentals by 12 noon on 10/8, we were forced to get the room at the Hilton another night to ensure we had a place to stay. All Southern Vacation Rentals had to do was to find us a comparable unit in the area to stay in until another unit became available at Destiny Beach Villas. Horrid, appalling, pitiful & pathetic service.

  Business Response

  Date: 02/16/2024

  BBB Claim: 21162602
  Guest: Ryan ***********
  Unit: Destiny Beach Villas 10B
  Arrival: Oct. 7th, 2023
  Guest contacted us at 9pm on October 7th stating that they would not be staying in the unit due to what they believed was rat feces. We made the guest aware that we would send someone over the next day to inspect the unit and schedule a vendor accordingly if need. On October 9th, we reached out to the guest and made them aware that we would provide them with the option to get a full refund or move to another property. The guest chose a full refund which was provided. The guest then came back and decided to move to unit 5A in the same complex. We provided them with a $538 discount and rebooked at a lower rate to make up for the issues they encountered within the first 24 hours. Guest accepted. I feel this compensation along with moving the guest was fair and we will not be providing any further refunds.
  

  Please see attached:

  
  Thank you,
  Amanda ****
  Regional Director of Guest Services

  Customer Answer

  Date: 02/20/2024

  
  Complaint: 21162602
  
  I am rejecting this response because:  Southern Vacation Rentals left us with nowhere to stay the day we checked in, 10/7 at 7:30 pm CST.  Southern Vacation Rentals is lying when stating we made initial contact at 9:00 pm CST.  Southern Vacation Rentals is lying when they stated we were offered to move to another unit at a different property, 10/7...we would have taken the offer to move to another property because we had no place to stay!  Again...never were we offered & given the option to move to another property for the night of 10/7 which was the day we checked in.  Contact was immediately made at 7:36 pm CST via text (including pictures of mouse droppings & cockroaches) letting Southern Vacation Rentals know that the unit was infested with cockroaches & mice; pictures submitted with complaint proves this.  We spoke with a representative with Southern Vacation Rentals, 10/7 at 8:30 pm CST & was told there was nothing that could be done until the next day, left us without lodging and we would be contacted the next day.  Without a resolution, 10/7 other than a manager would inspect the next day, we were left with no place to stay.  We were forced to find a hotel & use my wife's hotel points to check in at the Hilton Sandestin which equated to $800.00.  When we hadn't heard from Southern Vacation Rentals the next day, 10/8 by 12:00 pm CST, we were forced to get the room at the Hilton another night to ensure we had lodging accommodations.  Shame on Southern Vacation Rentals to not put us in a comparable unit for the night we checked in, 10/7.  Horrible service for a guest to walk into a unit to find mouse droppings & cockroaches all over the unit (I killed a cockroach running on the ground within a few minutes after arrival!) and not resolve the situation that night & find us a comparable unit for lodging.  When speaking with the manager 10/9, they said that since we checked in 10/7, after 10:00 pm CST there was nothing that could be done that night which was a lie.  Evidence to the contrary is clearly shown in the pictures attached to the complaint.  Compensation in the amount of $800.00 will be the only acceptable outcome to cover the costs of the hotel for the nights of 10/7 & 10/8 and Southern Vacation Rentals horrid, pathetic, pitiful service handling this situation.
  
  Sincerely,
  
  Ryan ***********

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Southern Vacation Rentals failed to provide us with a safe, livable condo from Oct 3-10. I spent almost $1800 on a rental that was filthy upon entering. Urine stains on the sheets, broken door lock on the main door, broken door lock on the balcony door, rugs and floors so dirty that my feet were black, tripping hazard for the rug in master bynched up, broken trash can, mold and dead bugs in the doors. Requested cleaning supplies on Oct 3, waited for the property manager to show so I sat in the condo waiting for almost 24 hours losing out on beach time. We requested to be moved but the proeprty manager was new and didnt know anything. Stated a move request would bw done. But the CSM said property managwr to do, property manager said gyest relations would do it. A run around with no resolve. Then they offered a 10% refund, never submitted by them. Here we are on day 5 of our trip and were back to having a broken door lock, no one coming to fix it. So we lose out on vacation time sitting in the condo. The absolute worst experience of my life. I want my money back for this sham condo and sham company ive had to deal with.

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a condo at Edgewater Beach Resort through Southern Vacation rentals on 9-7 for 3 nights. When we arrived we found wet towels had been left in the washing machine and the smell was terrible. We also noticed we had no wi-fi or cable TV that worked. The guest bathroom tub was also barely draining water out after the kids 7 and 8 years old took a shower. After multiple calls and text they told us at 8:40 pm that no one could come out that evening to address any of the concerns because all the workers left at 5. I asked to be moved to another room that didn't have all these problems and they refused to move us. We asked for a refund so we could book through someone else and they also refused that. After several calls and messages the next day the local property manager for Tower 1 came out and he showed me a message he sent Southern Vacation rentals on Wednesday telling them the fiber optic cables to the unit were cut and it did not need to be rented until it was corrected which would not be until next week. We were assured they would "make it right" but could not offer us anything until after all the issues at the condo were corrected. I told them they wouldn't be corrected until after our trip was over and they said that was their policy. We were told to expect a call on Tuesday 9-12 and have never received one. We have asked for someone in management to call and no one will respond. Seeing the messages telling them to not rent the condo and them doing it anyway and taking our money and refusing to move us or refund it i feel this was outright stealing our money. I keep calling hoping they will make this right but no one will respond.

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a four night stay with Southern Vacation Rental beginning 9/9/23-9/14/23. My flight landed at 11:06 arrived at the rental to find cockroaches in the home. We killed one that fell from the ceiling, and flushed it. The other ran under the master toilet and one was on the bed. I contacted Southern Vacation Rental requesting to move to another place and the said they didn’t have any available. I said I would not be staying and wanted a refund. The agent said that shouldn’t be a problem once the manager had reviewed. No one has called, so I called to settle up with them this morning 9/12/23. So I called them to be informed that I didn’t give them adequate time to address the situation and that they could only offer me a 30% refund which came to like $356. I’m like what was I suppose to do stay there and have them crawl on us in bed. And the lady Christina (not sure if that how she spells it) said that I could have went out and got bug spray and sprayed a house I had just arrived at that was suppose to be clean and ready for a stay and in a healthy condition that I’m sure the health department would not want us in. She also wanted to call it s palmetto bug which is in fact a cockroach. Please advise what more I should do. I have pics of dead ones around the bed and the alive one as well. Thank you, Mrs. LeJandie *****