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.

close

Find a Location

Southern Vacation Rentals has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a condo from Southern Vacations in the Portofino Resort Building 5 Unit 1102 Check in was 9/7/2022. When we arrived in the unit the unit had a very strong chemical smell. I had an allergic reaction from the chemical which caused her to have to have a breathing treatment and take medication. Due to my severe lung disease we had to return home to be near the hospital. I had to have bloodwork and see a doctor virtually on our return home. Days later, my breathing has not returned to where it was. The unit claimed to be non smoking but clearly the strong chemical was used to mask the smoke. All our pillows and blankets in the room for no more than 15 minutes smelled of smoke. Southern refused to be of any assistance. My husband is healthy and the smell was giving me a severe headache, as well. This is unacceptable. Southern refused a refund of all but $100.00 and wants to charge for the full stay.

  Business Response

  Date: 09/17/2022

  BBB Case#: 19063108
  Guest: Patricia ****
  Property: Portofino Island Resort #5-1102
  Dates: Sep 7, 2022 - Sep 11, 2022
  
  On September 7th, 2022 at 4:05pm the guest contact us via text asking to speak with the owner's of the property. We informed the guest that we would be happy to help them, but could not provide the owner's information as the property is privately owned. The guest then stated that they "were having issues" and are leaving the unit. We then asked what issues they were experiencing. The guest responded that she would like someone to contact her. We then provided her the number to our 24/7 Guest Services Call Center. The guest reached out to the guest and she stated that there was a strong chemical smell in the unit and she has trouble breaking due to "lung issues". We advised the guest that we would have the Property Manager stop by the unit and see if they can address the smell and if we were unable to, we would proceed to moving them to another property. At 5:13pm (after hours) The guest then stated that she found another unit and would not be staying in the unit she originally booked. We advised the guest that we would need to address any issues before providing any refunds.
  On September 8th at 10:15am we reached out to the guest and stated that our maintenance technician went by the property to address the chemical smell. The technician was unable to detect any unusual or chemical smell at that time. We received no response from the guest at this time.
  On September 9th, at 12:55pm the guest called and stated that she wanted a refund. We advised the guest that we checked the unit and there was no physical smell but would offer the night back since they did stay somewhere else for the night. Guest stated that she wanted a full refund. She then stated that she has already disputed the charged with American Express and "would be getting her money back". The agent stated that due to the dispute we would no longer be able to provide any refunds since she did not intend to pay for the property she booked. The call was ended at that time.
  

  Customer Answer

  Date: 09/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not accurate; we did not move to another unit. We were unable to and stay in Florida due to my reaction to whatever was in that unit. We had to drive back to New Orleans the same night and I had a doctor visit the next day. I can provide that information to the BBB if requested.
  
  My husband also called the resort's maintenance department the next day and spoke to them. They stated they did not send a manager to inspect the unit, but they did see a note that someone from Maintenace went to the unit latter that night, and the unit had been closed up since. The Maintenace department stated they would send a manager to inspect unit and get back with me. No one from the resort called us back after this call was made.
  
  I did call American Express to dispute any charges because the unit was not acceptable. The real estate agent offered us a $100.00 refund of the $1,800.00 charge not to mention the cost of the medical care, or travel expense to get there and home. I understand that the medical expense and travel expense to get there and home is my responsibility, but the $100.00 refund is totally unacceptable.
  
  This company should refund the total cost of the unit, or at least offer us a full credit for another visit in an acceptable unit, which they did not do.
  

• Initial Complaint

  Date:08/26/2022

  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.

  Arrived to room greeted by roaches washer not working note left early Aug by previous occupant same issue for us. Room smelled like mildew microwave went out day 2 we had to go to laundromat in rain the management co notified day 1 and nothing done although they said work order put it. Total false advertisement about themselves and how they care for property and clients and dish washer not draining. If this room not up to standard company should take off listing and not let unsuspecting consumer rent and pay

  Business Response

  Date: 08/31/2022

  Rebuttal: On August 23rd at 3:13pm the guest contacted us stating that they have been driving all around and was unable to locate the unit. We provided the guest with directions to the unit at that time. At 3:35pm the guest contacted us about getting a gate code and door code to access the unit. The guest was then provided early access to the property. At 6:45pm the guest called in to report that they were having issues with the washing machine, and they saw multiple roaches in the property. A work order was created at that time.
  On August 24th the guest sent a text message stating that they saw previous reviews where they were also having issues with the washing machine. We advised the guest that we would be reviewing the work order and provide adequate compensation for dealing with this issue once we knew how long they would be affected. We also made the guest aware that we contacted the HOA to have pest control come by and treat the property as soon as possible.
  On August 26th the guest contacted us at 6:28am regarding the microwave and dishwasher not working properly. The guest asked for these issues to be addressed after their departure. We advised the guest that a work order was created, and a member of our team would be by to address after they have departed as they requested.
  On August 27th (departure date), the guest contacted us at 10:21am demanding money back for the issues brought to our attention. We supplied the guest with a figure of $229.32 (a night's rent) back for these issues. The guest stated that the compensation was not fair, and they wanted the entire deposit of $538.52 back as compensation. We advised the guest that we would not be issuing any further refunds. The guest stated that they have already disputed the charges with their credit company at that time. We informed the guest that since they have disputed the charges, they will need to contact their credit provider to discuss any refunds at that time.
  
  

• Initial Complaint

  Date:08/18/2022

  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 a reservation, then after funds were taken from my account weeks later they contacted me saying we could not longer have it and move us to another unit! Then a week later got contacted again and said we couldn't have that one either. We then got offered a few replacement options at other condo building! I instructed I wanted the same size building and area! We chose one offered 2weeks prior to checkin! The we arrived on 8-15-22 to checkin! The building was 3 times the size! The elevator sounded as though it was in poor service and untrustworthy. The unit was filthy, the bed was non useable as the middle sunk when laying down! The air ran for three hours and would bring the temp down even a degree! I contacted southern and explained all issuess to multiple people. I ask to be moved to another unit or different building! I was refused any service nor offered any resolution other the a free lunch! I ask to speak with a manager and was refused! We then after driving 19 hrs had to rent a condo through another company for another $1,700.00 out of pocket! We informed southern we would not be staying as the condo was unsuitable! Our response was thanks for telling us, We will be keeping the $1,600.00 you paid us and not be offering any refund enjoy your stay! I've tried a dozen times to contact southern to obtain our refund as we didn't stay and ask for managers and get refused! I was told they'd have one email me by the end of the day 3 days ago and they haven't!!! We want our money refunded! And a apology for the terrible service and accommodations!!

  Business Response

  Date: 09/12/2022

  BBB Case#: 19062834
  Guest: Joseph ******
  Property: Island Princess #705
  Dates: 8/15/2022 -8/20/2022
  
  Guest originally was schedule to arrive at The Palms #602 but due to the unit being sold, it was not available. We notified the guest of this change on July 15th, 2022. This would have been 30 days in advance. We provided the guest the option to book one of our other properties available or a full refund of all money paid. The guest chose to book Island Princess #705.
  On August 15th, the guest contacted us at 12:12pm to see if they could get into the property 4 hours early. We allowed the guest to get in at 1pm since the property was showing that it was clean. The guest contacted us at 1:25pm to state that the unit was dirty. We offered to have our housekeepers to go out right then and address any issues. The guest stated that they would not be staying there and wanted to move to another property. We advised the guest that would not be an option since it was not a livability issue and the cleanliness issues that were brought to our attention could be addressed before the normal checkin time of 4pm. The guest then stated that the elevator "did not sound secure". When asked if it was working, the guest stated that it was but "sounded terrible". Again, we stated that since the amenity was working, we would not be moving his reservation.
  Mr. ****** then called back at 1:57pm stating that he was upset about the beds caving in and would like to move. We stated that we would be sending our maintenance team by to address within the hour. Guest asked to speak with a manager at that time because they wanted to move properties.
  At 2:03pm a supervisor called the guest and was unable to leave a voicemail. The supervisor then texts the guest that the cleaners were on the way and refunded $75 back from the clean since it was not up to our standards.
  At 5:28pm we reached out to the guest again to let them know that the property manager went buy to fix the bed and they have it temporarily fixed while a new one is being delivered. The guest then stated that they booked another unit and would be contacting their attorney to get all money refunded. We then informed the guest that we could no longer speak with them, and their legal counsel will need to reach out to our legal team.
  

  Customer Answer

  Date: 09/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  All info provided in response is a blatant lie! I originally booke 602 then after my funds were removed from my account 2 weeks later, I was then contacted saying they needed to move me to 601 due to maintanence issues with 602! I then called southern and was told that was confusion on there end 602 was still available and I added early check in at that time and they debited it from my account! Then the next week I was contacted again and told that now neither 601 or 602 are available, and that I'd need to be moved to another complex! When asked why I was told not sure just know there are maitanence issues! I informed Kim Scott that I was will to be moved but that I wanted another complex like the palms! Similar size building and location! She sent me links to a few rooms at different locations! This was all on 7/29/22 . This was 2 weeks prior to arrival not 30 days as they are saying! I have all emails , and messages saved corresponding with them, to prove they aren't being truthful and trying to keep money for a cancelled booking! Fast forward to arrival. We arrived at island princess at 12:20. Our checkin time was at 1:00 pm as I have that record also. I checked the door it was locked. I did then call and ask to get in 30 min early as we arrived early. I was told by southern they would not do that, it was against policy. So we waited until our check in time of 1:00! We entered the unit at 1:02! Upon entering noticed the unit was unclean! Also that the elevator was in very poor shape! I immediately called southern at 1:11 pm! Reported the issues and requested to either be moved to another unit in the building or another location! They told me no that was against policy! That the elevator had nothing to do with them it was his problem! I asked immediately to speak to a manager and was told they don't allow that! I ask multiple times still and was refused! I was to they would email one and ask them to reach out to me by the end of the day! I told them that wasn't acceptable! At 1:30 two of there employees showed up so I could show them the unit and explain all about the elevator! I did and the gentlemen said he would try and get us moved over the next 30 minutes or so! Come 2 o'clock I received a text from guest services saying we will not move you none of the issues are liveable problems and that they would refund me my early checkin fee and buy us a free lunch for our inconvenience! I immediately called southern and told them that was a rediculous resolution! I then at that time 2:00 told them that since I spoke with the gentleman that came at 1:30 we also noticed that the master bed if layed on caved in the middle and had you formed to a v. I told them again I wanted to speak to a manager and was refused and told that the last tenant was fine with the bed! I told them the air wasn't working correctly either and was told something about a main frame reset or something along those lines! I again told them I wanted to be moved that the conditions with the elevator, room being dirty and the unusable bed were not acceptable and was again refused and given no accommodation to any of the issues! So at 3:00 I booked a room at summer place and we moved! I notified them at 3:45 that due to the horrible condition and room being filthy and elevator being untrustworthy we had booked elsewhere to cancel the reservation! My reply was thanks for telling us you will not be refunded and enjoy your stay! I tried to contact them over the next few days still asking for a manager and was refused! I asked for my money to be refunded as what they provided was a complete dump and uninhabitable! I was reused! I then asked for there legal teams info to pursue that route and was refused! All of the correspondence we had I have records of! Also all calls should have been recorded! I want my money refunded and and the case posted to bbb for everyone to see and view!

  Business Response

  Date: 09/17/2022

  BBB Case#: 19062834
  Guest: Joseph ******
  Property: Island Princess #705
  Dates: 8/15/2022 -8/20/2022
  
  Rebuttal: Please see all previous responses. We will not be providing any refunds to this guest at this time.
  

  Customer Answer

  Date: 10/09/2022

  My complaint should not be closed, as it was not resolved!for some reason my response did not post! I want it reopened

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rents this condo at Gulf Dunes through southern Vacation Rentals for the week of July 30- Aug 6th. Upon check-in condo was misrepresented and absolutely disgusting. Water leak marks on ceiling, ceiling fans covered in dust that look like it hasn't been cleaned in a year, inches of dust all over door casings, furniture different , trash all under sofa, mold all over balcony. I have spent the majority of my vacation calling ( I have call logs, text messages and pictures for proof) for them to offer me compensation of $201 and I paid $3600 and some change for the condo.) Housekeeping didn't even show up until day 3. I would like to send you pictures.

  Business Response

  Date: 08/02/2022

  ****** Family, I am sorry to hear that your initial experience at Gulf Dunes was not up to standards. Our team has rectified your housekeeping issues. We had a team onsite by 10am the next morning and have continued to assist you and your family with any other concerns you have had. We refunded you for the cleanliness concerns, this is all the compensation that we will be providing.
  
  Kind Regards,
  -Your Southern Team

  Customer Answer

  Date: 08/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received a refund as of 8/8/22. You might have had a team out by 10 a.m. to fix one concern, but it took 3 days to address all concerns. One person came to clean the mold one day and completely ignored other filthy items. Then another person came the next day and cleaned something else, and then the third day another person came to clean the rest of the filth, all the while I was having to contact Southern Vacation Rentals for follow up. Still haven't received the last request to speak to a manager, nor have I received the refund that I was told was processed on 8/2/22.
  
  
  

• Initial Complaint

  Date:07/21/2022

  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.

  Day 1-We arrived at the unit A303 for early check in that was paid for, we realized the dryer didn't work by a napkin that was placed on top of washer with "Dryer out of order wont dry" wrote on it. Guest Service(GS) was notified about dryer, and they said they would let Property Mgr.(PM) know, we also notified them on the phone that the unit was not clean. Ashley has a daughter Mady who was diagnosed with stage 4 Neuroblastoma. She has battled HARD for over 6 years with several relapses in between. Mady just relapsed again after having two sets of clear scans a couple months ago. After hearing the news she was told recently she made a bucket list of things she wanted to accomplish this summer a beach trip to Fort Walton/Destin was on there because she never has been to those beaches. A clean environment is important for her immune system, not perfectly clean but chandeliers with caked up dust, walls with liquid streaks on every switch, bedsheets that have sand in them before we used them, and stains on furniture, is not acceptable. Day 2-hadn't heard a response Ashley sent another text to GS. GS said in a text message a new dryer would be delivered Tuesday. They apologized, offered compensation but not a set amount until they knew how many Days, we would be without one. We asked for towels since it was 8 people and they only had 8 in the unit and this was now Day 2 with the possibility of having to wait 2 more Days to be able to wash anything, so we needed fresh ones. They sent someone over that afternoon with a bag of towels and a 30-min warning. Day 3-Still no call from PM or a Mgr.. Day 4-evening without a call from PM or a Mgr. with Southern Rentals Ashley text GS for an ETA on the delivery of the Dryer. GS said PM has not given them a time and they can't advise us on one. We were never called at this point, never given a time of when someone would be there. Around 3pm, two southern rental workers showed up no call just knocked until someone answered the door, which was the kids, as we were still on the beach. We leave the beach to come up and they don't have a new dryer they have a part, more specifically it was a motor. No one had been in unit to see what was wrong with the dryer, so it didn't make sense how they could bring a part after telling us it was a new dryer. The part didn't fix it as a matter of a fact the older gentlemen said, "I'm surprised you all didn't get shocked when you touched it because the wires was open and touching". That's an issue in itself especially since there are children in that condo. Ashley text GS because we needed to speak to a Mgr. only communication had been GS that WE contacted. A Mgr. calls and speaks to Ashley. The Mgr. said a new dryer would be delivered and we didn't have to be there as we were going out to eat on OUR VACATION, he didn't give a time they would be delivered. So again, we didn't know when people would be in our unit but the Mgr. said we didn't have to wait. When we get back from dinner a dryer wrapped in plastic and Styrofoam and a washer was delivered, the people who delivered them placed the washer and dryer in the middle of dining area on opposites sides of room. The dryer was placed upside down as you can see in the photo attached with the text messages of Ashley and GS asking them why they just put the washer and dryer in our unit and didn't hook them up. Once we get inside the condo and realize they aren't hooked up text photos immediately. GS replied "thank you" when Ashley sent Photos she asked how we are supposed to get our laundry done and GS Reply was there might be a 24hour laundry mat close by. Day 5 -Myself and Ashley got to a laundry mat about 15 mins away from condo spent time away from our family on our Vacation 45 mins to wash 45 mins to dry and 30 to fold the clothes. It Cost Liz and Ashley 34.00 at laundry mat and receipt was sent to GS. On our way back we see a store front with Southern Vacation Rentals on it, so we stop to try and talk to someone in person. Camille (as she told us Is her name) was at the door she was already familiar with our situation because as soon as we said about the dryer, she knew our room number but told us that wasn't her property, but she would make phone calls. She also said this condo has been without a dryer for 3 weeks prior to us being a tenant. So, they knew about it before we came and never once notified us. We were not given a time they would be there they just happen to go when we went to office to complain. They couldn't install the units because they said they didn't have hookups they did move washer and dryer into closet in kitchen. They told Ashley we will be back this afternoon to finish hookup. Never said the unit was upside down never said unit was messed up. Day 6-After being told, they would be back the previous evening to hook it up, no one showed. Ashley text GS a text about when are the guys coming back to hook up the washer and dryer. She sent photos of how dirty the unit was again to let them know the complaints go further than the napkin we found on Day 1. Southern Vacation Rentals sent 100.08 to Ashleys Card on file. She asked them if it was for the cleaning fee or was that our compensation. They said that's all they could refund, and Ashley told them she does not accept that. Then GS said" we apologize that you feel that way there was a washer/dryer delivered to your unit. When the PM came back the dryer was found in different condition than it was left and was also moved from where it was left, which is what has caused the delay. You have been given a refund of 100.80 and we will not be offering any more compensation regarding those thanks southern team" The PM never came to our condo if they did it was without our knowledge and without ever speaking to us. As previously stated, you can see the dryer clearly flipped over when it was delivered. At this point I would expect a PM to call us or Mgr.. Ashley text GS are the maintenance guys coming to install the washer and dryer? GS said they have not received an ETA. Day 7-GS texts Ashley "good morning, we tried to reach you by phone however we were unsuccessful we are reaching out to make you aware that a new dryer will be delivered today. We have also been made aware that we will not be charging you for the damaged dryer however we will also not be giving more compensation due to dryer being damaged this has been decided by the Management Team and the Property Management Team that dropped off the dryer in new condition if you have any questions you are more than welcome to call anyone here can answer this however we will not be reversing this decision thanks your southern team - GS" Ashley told them she has pictures to prove we didn't touch them and that she wants to talk to a Mgr.. GS stated someone will be there between 12pm to 4pm to hook up units. My son stayed behind while the rest of us went to dinner it was passed 4pm and no one showed up. I told him if anyone shows up because he is a minor to call us or text us and record because they already have told us different things then they said we damaged the dryer and I didn't feel like he needed to be there with other adults present that I don't know. He called me at 540pm and 606pm. The first one at 540pm they picked up the dryer they said was messed up, then they came back to install another dryer at 606pm. They installed it in such a way where we couldn't open the washer and that almost feels like it was on purpose which we have that on video as well how they left it. The issue I have and have attached the video. The Southern rental worker decided to confront my minor child and try to intimidate him to the point the other southern rental worker told him to stop its not worth it. Mind you my son was the only person there besides southern rental workers only child there all workers was adults. We spoke with a Mgr. her name was Georgia, I told her about the incident she seemed to want to blame my son the child. She also said we could call back after she offered 243.36 on top of the 100.08 already sent and the $34 for laundry reimbursement and Ashley, myself, and her husband Anthony told Georgia it wasn't good enough. She said Well that's all I can offer you. She said that if we have issue to call GS number and let them know. That's how it ended we told her we wasn't happy and she ignored it and tried to get off the phone as soon as possible. Day 8-We checked out at 7am, we left towels in bathtubs, emptied garbage cans, emptied fridge and made sure that we didn't leave a mess. Videoed the condo as we left it. This is the state we was in not a "miss the beach state" but a constant worry and stressed out one. This shouldn't have been the way our vacation went. We didn't pay 5107.00 to get treated the way we was treated disrespectfully and totally disregarded. July 18th 2022-I called GS at ************ talked to Janice and told her the issues, told her I was supposed to get a call from Georgia about the adult who was aggressive with my son Jeffrey and she said she will have a Mgr. call me its now Wednesday and still no call.

  Business Response

  Date: 08/29/2022

  ***Document Attached***
  
  See Attachment/File: BBB Case 19062525.docx

  Business Response

  Date: 08/30/2022

  Ashley Kelsoe
  Waterscape #A303
  July 9th - 16th, 2022
  
  The first communication from the guest was due to a door code not working which was addressed within that phone call and they were able to gain access to the unit within a few minutes. The second communication with this guest that same day was due to a note left on the kitchen counter about the dryer being out of order and we would be installing a new one within the next few days. The guest never brought any cleanliness issues to our attention at that time.
  On July 10th the guest contacted us to bring by some additional towels and washcloths due the out of service washer and dryer, we delivered towels to them that same afternoon.
  On July 12th the guest called in stating that they have not had a working washer and dryer since the first day they arrived. The guest demanded compensation for this issue. We advised the guest that as soon as we knew how long they would be without a washer and dryer we would make sure the compensation provided matches how long they are dealing with the issue at hand. The guest then requested to speak with a manager at that time. One of our Guest Services Supervisor contacted the guest back within 9 minutes from placing the request. The supervisor then advised the guest that the washer and dryer would be delivered later that day for them. They were provided a time span of delivery from 430pm - 830pm. We then reached out to the guest at 432pm to make them aware that the delivery was now on the way and one of our property managers would be there for the delivery. At this time our property managers supervised the delivery. The guest contacted us back at 9pm stating that the washer and dryer were delivered but not installed. Guest continued to use profanity and rude language while speaking to our customer service agents throughout the phone calls. They also brought up getting her attorney involved. The guest asked where they could wash their clothes since they have been without a washer and dryer for 4 days. We then advised the guest of a 24/7 laundromat in the area and let them know we would happily reimburse them for this added expense.
  On July 13th the guest contacted us back supplying us with a receipt of $34 for the cost of having their clothes laundered. The guest demanded to speak with the owner of the property. We advised the guest that was not an option as the property is privately owned. The guest then asked for the Property Manager to call them directly. We advised the guest that the Property Manager does not handle customer concerns and we would be happy to relay any information to them. We assured the guest that we would provide them an update once we hear back from the Property Manager on when the install would take place.
  On July 14th our maintenance technicians came out to the unit and noticed that the washer and dryer were moved and damaged. They then left the unit and contacted the owner regarding any warranty that they could have it replaced. They advised the guest that they would be back later to complete the install. At that time the owner contacted the delivery company as well as the warranty company. The guest then provided a list of other complaints about cleanliness and shower jets not working on the shower head. The guest provided 3 photos of what they stated are cleanliness issues. One was different color light switches. The second was a dusty fake plant. The third was a couch that had no signs of cleanliness issues. Due to the guest being 5 days into their reservation and at that time first mentioning cleanliness issues we provided the guest a refund of $100.06 due to the cleanliness not being up to their standards. The guest then demanded more money back for all the other issues they experienced. They requested to speak to a manager again due to the refund amount.
  On July 15th another Guest Services Supervisor contacted the guest at 10:41am and left a voice mail as well as sent a text stating that we tried to reach them but were unable to reach them on the phone. They then made the guest aware since the washer and dryer were damages by them, therefore delaying the install, we would not be providing any further compensation at that time. We then informed the guest that we were having a brand-new washer and dryer delivered to the unit that day and would be taking out the damaged washer and dryer. We provided another window of time for the install of 12pm-4pm that same day. Guest called back at 11:13am and demanded to speak to another supervisor. The Guest Services Manager then contacted them and left another message due to them not being able to answer. Advised the guest that we have documentation showing that the washer and dryer were inspected at the time of delivery. At 7:23pm that same night another supervisor reached out to ensure the washer and dryer were delivered and installed that same day. The guest then became escalated stating that the maintenance person that was there was rude to her son, and they have it on camera. The supervisor called the guest and apologized for any rude behavior and issued a refund of our service fees totaling $375.64.
  We did not hear from the guest for the remainder of the time with us. The guest has contacted us numerous times starting from July 18th - August 19th demanding more money each time. As of today, we have issued this guest back a total of $714.28 for all the issues they encountered. The guest has stated that they will be reaching out for legal representation multiple times. We advised the guest since they were pursuing legal representation, we would no longer be able to assist them.
  On August 19th, 2022 we were made aware that the guest has disputed all charges with their credit company. Charges are still pending arbitration.
  
  See Attachment/File: BBB Case 19062525.docx

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are currently renting a condo at the Azure in Ft. Walton Beach, FL. We have not had a properly working refrigerator since we arrived 7/16/22. We notified the rental company Sunday morning and after trying their suggestions for allowing the refrigerator a chance to cool, they have yet to fix the problem! We have called everyday since Sunday to ask them for an update. We have been promised a service man will come out and no one has shown up yet. We also notified the company that the washing machine quit working in the unit as well. We are renting the condo until 7/23/22. We would like to be reimbursed for the coolers and ice we have purchased along with the groceries that needed to be refrigerated that are now ruined due to the lack of proper refrigeration.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/21) */ We do apologize for the inconvenience, on July 20th a refund in the amount of $968.36 was processed. Consumer Response /* (2000, 7, 2022/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Southern Vacation rentals did refund the amount above and after the issue was not resolved by the time our trip was over, they are supposed to refund us $922 as well.

• Initial Complaint

  Date:06/23/2022

  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 stayed in a rental condo at Portofino Tower 3-1209 from 6-11-22 to 6-18-22. We checked out on the morning of 6-18 before 7AM. It was just 4 of us - 2 Adults, 2 Young children. That afternoon on our way home we were notified via email that they were charging us $300 for damages to the microwave handle. They stated it was broken off. They attached a very zoomed in photo that appeared to be doctored and did not show the full microwave. We definitely did not damage the microwave. In fact that early morning prior to checkout, I inspected the kitchen, wiped everything down and turned off the under mount light on the microwave. I would have noticed damage. In the event we had damaged anything, we would have reported it as it would be the right thing to do. This is an unfair and unethical practice. We want to request a refund and that the company make this right. There is something unethical and fishy going on. We we will never again rent a property for the property management company. I attached the "doctored" photo that was sent to us. We asked for more photos to document their fraud which they haven't supplied.

  Customer Answer

  Date: 06/23/2022

  ***Document Attached***
  Email from Manager Georgia saying that they purchased and replaced the microwave yesterday and the current guests were unaware. This is not true. The current guests sent me the photos around 8:40 PM- you can even see the time on the microwave in the photo that Anthony sent us. They shared a receipt from Lowes with a timestamp of 7:32PM. There is no way they replace the microwave betweek 7:32 and 8:40 when the photos were sent to us. Anthony and his wife were there because she was feeling ill. They are not aware of any repairs or replacements and they stated the microwave was fine at check in with no damage.
  See Attachment/File: Upated email chain with SVR Management saying they replaced on 6.22.22 with WO and Receipt.pdf

• Initial Complaint

  Date:06/23/2022

  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 condo Island Princess #615 on Fort Walton Beach from June 18-25. Upon arrival we noticed the condo was very warm. It was 78 in there. We waited for it to cool to 71 which we set it too. It never cooled. So we called the next day to the property management group to report the issue. We were told that they would be there tomorrow Monday. Nobody showed. Then we called again, they promised to send a technician out Tuesday. Nobody showed up. Wednesday finally the technician came & let us know the air conditioner needed to be replaced completely. It was 85 in there. We had to leave & go to a hotel. We had rented a 3 bed 3 bath condo so therefore we had to get 3 hotel rooms. We are asking to be reimbursed for our $4600 cost of condo as well as the $1100 cost of 3 hotel rooms. We had our entire family vacation ruined. We are so upset. We had many tears, stressful time. We also were told that we couldn't get our belongings out of our condo because they changed the code on the door, because we decided to get hotel rooms. Please help us get a refund.

  Business Response

  Date: 07/21/2022

  ******* Family, we are truly very sorry that your experience with our team was less than desirable. This is not normal practice and unfortunately when there are AC issues we are at the mercy of licensed and insured vendors. Our team in fact called multiple vendors and continued to follow up daily and hourly to give more accurate information as we received. Your family was compensated a total of $2751.24. Our team did not lock you out of your condo, we were under the impression that you had departed and gone to a hotel. Once our guest leave and/or checkout we remove door codes for safety precaution. There was no ill intent in removing access and we by all means want each guest(s) to have all of their items before they depart. This is a very unfortunate event that happened to your family and has since been resolved.

• Initial Complaint

  Date:06/19/2022

  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.

  In February, 2022, I booked a Premier Vacation Rental through VRBO, Ocean Overlook in Navarre, Florida. I was informed that my communication would be through a Property management company, Southern Vacation Rentals. The house was listed as 6 bedrooms with a private pool. The total amount I paid was over $14,000 for a week's stay. I texted Southern Vacation Rentals to make sure everything was in order for our check-in on June 11,2022 and was told the property was ready for us.We arrived at 4 pm and checked out the house which is beautiful. We began unloading and noticed the private pool was green with algae floating in it. I reported this immediately and was told the pool vendor would be out to check on it. My 3 grandchildren arrived but we were afraid to let them swim because pool was filthy! We waited Saturday night and Sunday and no one came. Finally Monday afternoon the pool guy arrived. We questioned him and he said the pool had been an ongoing problem for weeks. But, most especially in the two weeks before our arrival. He had talked with the owner about replacing pool filtration system but was rejected. The owner and Southern Vacation Rentals knew pool was in awful shape but we were never told. We feel they lied to us about a private pool being available but took our money anyway. We never were able to swim in the pool the whole week. The pool guy said it was unsafe. There was fecal matter as well as algae and he said not to let our children in the pool. We asked for a 50% refund but was credited a ridiculous amount of $1672.50!!! I sent a text telling them this amount was unacceptable and we wanted more monetary compensation. We believe they breached our rental agreement and basically advertised a private pool that was not available. We had to pack up and drive 15-20 miles using day passes at hotel pools to have a pool. . Owner wants us to take a free week between March and June, 2023; however, we can't make this work out. Please help us!!

  Business Response

  Date: 07/25/2022

  A Refund of $7,360.12 total has been credited to guest account, no further price reductions will be made.

  Customer Answer

  Date: 08/04/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  After asking for compensation for not being able to use the private pool, Southern Vacation Rentals finally credited my credit card for the amount I had asked for. Had to beg and report to BBB to finally receive what I asked for.
  
  Thank you, Better Business Bureau, for assisting us with this problem. We will never rent any property managed by Southern Vacation Rentals. They have zero customer service and do not care after they get their money.