Complaints

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:10/02/2022

  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.

  The reservation began on Sept 28th 2022. Due to the state of emergency caused by hurricane ***, we were unable to get to down to *************** when our reservation started. I contacted the host, and they refused to credit us for the days despite the state wide state of emergency. Upon arrival on Sept 30th, the property was not what was advertised. The location had several issues including pests inside the unit (2 large lizards that my husband was able to get out of the apartment and one small lizard that crawled into the space between the kitchen cabinet and the countertop) as well as bugs, water all over the floor from I assume the refrigerator, no available parking, neighbors smoking marijuana next door (very obvious from the stench) and all around the unit is nothing like what was listed. Contacting the host proved no response. I also contacted VRBO online through a chat, and they were unable to help me. They gave me the phone number, which I assumed was customer service. I sat on hold only to have a woman on the phone say that they couldnt help me either. She gave me the phone number of the property management company and told me that calling them would be my best opportunity for a refund. I have never booked with VRBO before and I never will again. The lack of customer service was unbelievable. My husband and I left at 5am on Oct 1st due to the lack of response and unlivable conditions. As of Oct 2nd 2022, I have not received a reply from VRBO regarding a refund. VRBO was also was unable to reach the property management company via phone or on the app, as was I. I sent an email this morning to the property management company in addition to try and get a response. They also said that they couldnt issue a refund despite their false advertisements, lack of response and poor customer service. No alternative remedy or resolution was offered.Booking 9/28-11/30. Amount paid: $5167.54 to STAY SOFLO VACATIONS. $544 to VRBO FEES, #*******

  Business Response

  Date: 10/27/2022

  This listing has been with VRBO for some time and has a strict cancellation policy which guests are made aware of upfront. The reasons for cancellation the guest gave after arriving were not sufficient. They found lizards and bugs but as we explained to them we live in South Florida and these are things that will happen from time to time especially when guests leave doors and windows open which they regularly do. We get pest control service to that property at least once a week so this was not an infestation but was most likely caused by the open doors. 

  We cannot control what the neighbors do and also do not know what they mean by the listing is "nothing like what was listed". We provide pictures of the listing up front before the guests booked and if they saw something that was different they certainly didn't provide us with photos. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18156316
  
  I am rejecting this response because: I understand it is south Florida and there can be pests. However, as I have mentioned, this was one of many issues. To begin, it took Stays of South Florida 3 days to respond to my complaints. They never once replied on the **** app, in fact **** was unable to reach the company at all. The listing also provides several details that are inaccurate with the property itself. The issues: water all over the floor, pests, no available parking, the smell of marijuana, actual property looking nothing like the obviously edited listing pictures, beyond poor customer service, stains all over the couch, exposed wires, noisy a/c unit, dirty floor, burned coffee maker, far from comfortable bed, and after researching, the BBB has given Stays of South Florida 1/5 stars due to other terrible experiences. I am not taking this issue lightly, and I am not asking for a refund because I changed my mind and decided not to come. I tried to reach out to the company because the apartment is unlivable and simply put, nothing like the listing as I have said. I was forced to find a different place to stay. I also had a package sent to the property as I planned to be there, and it was stolen. I reached out to Stays of South Florida multiple times, and I received no reply. Lastly, as I have stated, I had to find a place to stay because Stays of South Florida took days to get back to me. I should be asking for reimbursement of the hotel I had to purchase as well as a refund for the falsely listed property. ? I am unable to attach all of the pictures and videos I have collected, as there isnt enough file space. I will gladly send all of the evidence I have.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/01/2022

  First of all we have no responsibility for any packages that you may have had delivered to the property during your stay. Second of all this is not at all the experience that I am showing on my end. We have plenty of active communication with the guest and they simply were not satisfied with the property even when we tried to rectify the complaints. Once again we will be sticking with our cancellation policy.

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18156316
  
  I am rejecting this response because:

  I am providing proof that I had no response for days regarding the countless issues I have had.    I also have stated that VRBO was unable to reach your company as well.  Your company did not offer to rectify all of the problems I had and certainly not in a timely manner.  When I finally got a response, it was too late, as I have stated several times, I had to find a new place to stay.  Also, after providing you with details with the numerous inconsistencies of your listing and the actual property, you solely address the pest issue and still continue to do so. 

  
  Sincerely,
  
  *****************************