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:08/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wrongfully charged by this company on 5/10/2023 for $80 for a cigarette burn in their couch after renting the property for a week. No one that was staying there with me smokes so the burn had to have happened before we got there. I have asked for proof of the damage and it was not provided. Instead they have just stopped replying to me.

• Initial Complaint

  Date:08/07/2023

  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 rented from Southern Vacation rentals for my daughters Softball Tournament at the Edgewater Resort as most of the team was staying at that resort. Upon arriving, the floors were sandy, at first glance it looked clean-ish, you can tell the baseboards, and molding, cabinets and what not have not been dusted or wiped in years. Every wall had some type of marking or substance on it. The molding in front of the tub had clearly been broken for a long time and it was moldy. There was dried up tooth past on the bathroom floors, dried substance of some sort by the window, and let me tell you the BUGS, there were little mites everywhere, worse was the kitchen and bathroom. They were in the cabinets, on the counters, in the sink, on the trash on the washer and dryer. They were everywhere and not just a few dozens and dozens. We could not use any of the dishes because the dishes in the cabinet had bugs all over them. We did not complain right away as we had a pretty busy schedule with softball and family coming into see us and daughter play, but the next day an exterminator showed up, we were not told they were going to be there nothing, exterminator said they spray often, they came in and sprayed for roaches and mites. It DID NOT WORK as they sprayed on Monday of our stay and by the Saturday we left I have videos of the how bad the mites still were. We had to keep all food in the fridge, as if anything was left out whether sealed or not there would be bugs all over it. Tried reaching out to the business and said because we did not complain at time of stay, they could not compensate us, I simply asked for our cleaning fee back, because hte property was NOT cleaned and there were bugs bugs everywhere, and they said we could not be compensated because they could not fix the situation while there, well there was an exterminator there to help with the bugs which we were not told about and it did NOT HELP, it is as if the spray made the bugs mad and more showed up, just excuses.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 1, 2022, I booked a vacation with Southern Vacation Rentals for June 10, 2023-June 17, 2023; reservation number #2340694. We paid a deposit of $757.87 on October 1, 2022. We paid the remaining balance of $1,397.93 for the trip on February 12, 2023. On June 10, 2023 after approximately 10 and a half hours of driving, we arrived at the booked unit, Fontainebleu Terrace #332. Southern Vacation Rental’s website promised that the unit was newly remodeled and the website boasts promises of their “clean initiative.” When we entered the unit, it quickly became clear it was so dirty, it was unsafe to stay and that a simple, routine clean would not even make the unit safe. Please see attached pictures of: -Feces on the wall of the shower -Various stains/splatters all over the walls, baseboards, trash can -Dirty stovetop -A wet spot on the sleepersofa that we discovered was most likely from vomit (based off of the foul odor) -Dirt all over the door and walls -Rust particles, dirt, and other debris on the area rug underneath the sleeper sofa -Additional food drips, splatters on the kitchen cabinetry -Dirty grout in the shower -Used fake eyelashes and a used flosser in the toothbrush cup -Stains, drips, and dirt all over the base of the bed We immediately called Southern Vacation Rentals to explain the problem and we provided photos of the rental via text. They stated they would send a cleaner out. We determined that a cleaner would not be able to clean the unit an acceptable amount to render it safe to stay. We stated we would not stay in the unit and left promptly. Southern Vacation Rentals refused to give us any form of refund and told us to contact our travel insurance. This travel insurance only covered extreme situations such as injury, death, etc and they could not help us. We disputed both charges with our credit card company. They cannot recover the deposit $757.87 as too much time has passed. The dispute for the balance of $1,397.93 is ongoing.

  Business Response

  Date: 07/21/2023

  BBB Case: 20345646
  Guest: Stevie ******
  Property: Fontainebleau Terrace #332
  
  Dates: Jun 10, 2023 - Jun 17, 2023
  The guest arrived to the unit at 5pm and promptly called our Guest Services Team and stated that the unit was not cleaned. We sent cleaners to the unit by 5:23pm to take care of all issues and the guest stated that they refused to come back to the unit and booked another property. The guest stated that they would be disputing charges with the credit company. We explained that we quickly addressed all issues, and the property was ready for them, and they refused to stay. No refunds will be provided. Our rental agreement states we require the opportunity to address any issues. The guest was aware of this when they booked. 

  Customer Answer

  Date: 07/24/2023

  
  Complaint: 20345646
  
  I am rejecting this response because: Southern Vacation Rentals is lying about what happened, including the times they stated in their response. As you can see from my attached image, they texted me back asking for photos at 6:00pm (after we called) telling them that the unit was not safe to stay in. 
  

  In addition, a routine cleaning would not be enough to make the unit safe to stay in, which is clear from the images I initially submitted. To make the unit safe and acceptable, furniture would have to be replaced. 
  
  Sincerely,
  
  Stevie ******

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 07/11/2023

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

  Customer Answer

  Date: 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

  Date:06/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/13/2023

  Type:Service or Repair 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 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

  Date: 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 Answer

  Date: 06/14/2023

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

  Customer Answer

  Date: 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

  Date: 06/19/2023

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

  Customer Answer

  Date: 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

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We 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

  Date: 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 Answer

  Date: 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

  Date: 06/19/2023

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

  Customer Answer

  Date: 06/20/2023

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

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair 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 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

  Date: 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

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/17/2023

  Type:Sales and Advertising 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.

  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.