Complaints

This profile includes complaints for Anna Maria Vacations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Anna Maria Vacations

  3018 Avenue C Holmes Beach, FL 34217-2126

• 

  Anna Maria Vacations

  105 36th St Holmes Beach, FL 34217-2016

• 

  Anna Maria Vacations

  611 GLADIOLUS ST Anna Maria, FL 34216

• 

  Anna Maria Vacations

  3340 E Bay Dr Holmes Beach, FL 34217-2000

• 

  Anna Maria Vacations

  507 SPRING AVE Anna Maria, FL 34216

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:04/22/2024

  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.

  Everyday we have had to smell cigarette smoke from unit 19 on our vacation. Your management agency was supposed to get back to me whether the *** intended to fine them $250 which is We were told on day one by your agency the wrong code to get in the building. We were also told the key to the condo would be in a lock box #**...there was no lock box. Fortunately we found it in the mailbox on the side of the warehouse building. The key however was a struggle every time we opened the door. I had cuts on both of my thumbs trying to open the door. Your inspector told us that she had no problem with lock before. When a technician finally arrived a week later he commented that he was afraid that key was going to break in the lock. When we asked for a new lock and key one of your agents said no, because the agency did not have a master and that no because the owner wouldn't have a key. Did any agent think to make copy of the key to send to the owner? No! Later one of your agents said that the agency did in fact have a master and to wait by the pool so that someone would bring us a key. An hour and a half after they said they were on their way we called back and found that had already entered our condo and left the key on the kitchen counter. Each time we had to make the call. Finally a week later a different technician replaced the corroded lock. When we first arrived we given only one key and a fob to enter the pool that didn't work. Day one, the hot water heater did not work. We had to succumb to cold showers for a week before someone came to rebuild the hot water heater. Every time a technician came here unannounced even though I asked repeatedly to give us heads up. Once they were here unannounced in our condo when my wallet was here. There was no ownership of the problems. We spent good money for condo rental, flights, car rental and food. This was the absolute worst experience we've ever had with an agency.

  Business Response

  Date: 05/02/2024

  We appreciate the communication and the opportunity to address the concerns raised during the recent stay at our vacation property. Our commitment to guest satisfaction is paramount, and we want to ensure a transparent resolution to the reported issues. 

  As these issues were reported our team worked promptly to have these issues resolved, as the issue with the pool fob was an issue property wide at the condos, as this was reported on Saturday the condo association did not open up until Monday morning, we do understand the inconvenience with not having this during the weekend, but were in need of the condo association to reset all the fobs for the property, as we attempted to contact the association in regard to the cigarettes smoke, we were advised that all they could do is reach out to the owner but due to our company not managing that condo, we were unable to be updated further, as for the issues with the lock, upon our technicians arrival he reported the issue and ordered a new lock for the condo, multiple follow *** were made, in regards to these issue we offered the guest four different vacation homes for the option of a relocation, which all were denied by the guest, upon departure, we offered compensation in the amount of $412.16 for the inconvenience experienced, 

  feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21601078
  
  I am rejecting this response because:  The font for entry to the pool should have been taken of before our arrival.  The same with the lock and the hot water heater.  Having to take cold showers for a week is not a vacation.  After speaking to multiple agents we could not get the agency to return calls or follow up.  We were told different stories multiple times.  It took a week to get a key to door that worked and it took a week to get a working font from the agency.  The agency also gave us the wrong code to enter the building.  We did what either the owner or agency should have done.  Having to get the agency to take care of the ants climbing food in the kitchen also took a week.  The agency simply did not do their job.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/02/2024

  I do see here that the issue with the ants in the condo was reported on 4/11/24 and was addressed on the same day five hours later by our maintenance team, as for the hot water the issue was reported on the same day, and upon our maintenance technicians arrival five hours later, it was determined that a vendor was needed, our maintenance team then reached out to our vendor, and had the issue addressed the next day. 

  We do completely understand these issues caused an inconvenience, which I must reiterate is the reason we offered to relocate the guest with 4 different property options for relocation, every option was denied by the guest. 

  It is important to us that these were rectified for the guest, as stated we do have a compensation agreement in the amount of $412.16, it is important to us that the guest is comfortable during their stay, as we did work as promptly as possible to take care of the issue. 

  we do appreciate these concerns and appreciate the guest for notifying us of the issues as we were able to take care of the issues for future reference. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21601078
  
  I am rejecting this response because:  The last response is another example of what we went through.  Misinformation!  Time and time again we were told conflictive information by various agents.  We addressed the ant issue soon after are arrival.  A week later it was fixed.  The hot water issue was addressed shortly after our arrival and it took a week and several visits by workers.  We made near 30 calls to your agency asking for all these issues to be resolved.  As far as offering us 4 options is extremely misleading.  Your agency offered 3 options if the hot water heater was going to take a while to be installed.  Fortunately for us the technician was able to rebuild after a week of our complaint.  It did work the best however it was better than having week of cold showers.  Once again your response is misleading.  Of the 3 options your agency offered not one of them was on the beach and not equivalent to the amenities we paid for.  The font and key issues were not fixed for a week.  To blame the *** is not responsible.  It is the agencys job to have all of this managed before our arrival.  We spent money for your agency to do its job.  We incurred expenses to fly there and car rental not to mention condo rental and fees.  Indeed a 10% reimbursement offer is the agencys admission of not providing the service promised to us.  However, given the circumstances and inconveniences we went through the agency can do  much better than that.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/14/2023

  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.

  I wanted to re-book the condo that I stayed in this year via **** Maria **** (AMV). There is quite a bit of variability as far as rental units in the area and we wanted something very specific. We had a pleasant experience and I booked the exact same unit for Spring of **** as soon as I returned home on March 30, 2023. Total reservation cost was $8216.37 and I paid $2054.09 down. In May, I received an email from AMV that the property owner changed management cos. AMV notified me which was great! I contacted the new company, but took weeks to get a response, and I decided that I don't want to enter into an agreement with them so they said they were "sending the check back to AMV."AMV lead with and then continued to tell me that because it was me that canceled, I am responsible for a cancellation fee. But I didn't cancel, I just don't want to rent via this company and since they can no longer rent it to me, that is no fault of my own. Instead they insisted on charging me a $279 cancellation fee which really inflamed the situation. One reservation agent I spoke to continued to argue with me that I had cancelled, talking around in circles and that it is their 'standard policy'. Another reservation agent at AMV told me that they totally understood my perspective and that I should not have to pay the cancellation fee. I have requested to speak to a manager multiple times via phone and email. Most recently I waited two weeks and got a response that "management" would contact me. Without anyone calling me, I received a billing notice that my account was credited my deposit minus the $279 cancellation fee. For such a significant investment I was willing to make with this company (and one that I have made in the past) I find this absolutely unreasonable and a bait and switch practice, especially since I have requested to speak to someone multiple times. I respectfully request to have my full deposit refunded as soon as possible.

  Business Response

  Date: 06/19/2023

  Since the owner went to a different property management company, we were not able to host this guest at this particular home. The other company was honoring all reservations that were initially made through our company so this guest was still able to stay at the home. Unfortunately, since this guest did not want to stay at this home anymore with it being managed by another company and didn't want to book any other home with **, this did fall under our standard cancellation policy which is why we retained the fee. We did tell the guest that if they would like to rebook, we will waive the cancelation fee but this guest chose not to.

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20179877
  
  I am rejecting this response because:  The home is not available that I rented. Since AMV cannot deliver on the agreement, I should not have to pay a cancellation fee. I wasn't even offered to stay in another home until the final communication. AMV started out with hostility and lead with the cancellation fee. I request a refund of this fee. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/21/2023

  The home that she rented is available, under different management. She chose not to keep her reservation with them. As per our terms and conditions (see below) she was offered another property within our company, and advised there would be no cancellation fee if she went with that option. She chose against that. Neither our company or the other property management company has a reservation for this guest, where as she did have one before, which means she cancelled her reservation, resulting in a cancellation fee.

  ACCOMMODATION SUBSTITUTION: In unusual situations, your confirmed property may be unavailable during your reservation dates due to circumstances beyond our control, for example fire, hurricane, air conditioning malfunction, or sale of the property. Anna Maria Vacations reserves the right to substitute your accommodations. We cannot guarantee identical amenities, but we will make every effort to provide you with a comparable home and a pleasant vacation experience. Anna Maria Vacations is not liable for damages or inconvenience in this rare circumstance.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20179877
  
  I am rejecting this response because:

  AMV is trying to find language to fit this situation in their terms. This portion of the terms is not proceeded with "guest agrees" as in other areas of the terms. The intent of this term is to find a reasonable substitution due to situations beyond control, however this is unreasonable for a substitution made 9 months prior to checkin. I continue to find it interesting that the first person I spoke to at AMV told me that I should get a refund. The company didn't offer me a substitution until I emailed multiple times and complained and they told me that I owed a cancel fee. In my first correspondence with them I asked about other units available in the same building. 

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

• Initial Complaint

  Date:04/28/2023

  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.

  BLUE HORIZON HOUSE The owners & the management team do not care enough about this property. Our vacation was ruined & they did not care to even TRY to make it right! All paperwork says the pool is heated through end ****** We contacted them the week before arrival to confirm it would be on & running, they confirmed. We arrived & it was freezing cold. We immediately contacted the management company. We had small grandchildren, it was a ******************** we rented a place with a heated pool. WE had to reach out to them every day for updates, halfway through the week they sent someone out who said he was told to put a Band Aid on it, yet it NEVER got warm. They never fixed the issue during our entire stay & was useless. We called every morning, all we got was **************** words, it never was fixed by the time we checked out. It ruined our vacation not being able to use the *************** home was extremely dirty. We found items from previous renters (socks, sunglasses, clothes left behind) stained ****************** we ended up washing all of it before using. The floors are sticky, ************** The dishwasher smelled SO horrible, that we couldnt use it, we hand washed all the items we used. This is unacceptable when we were being charged a cleaning fee as the client.There are 9 TVs in the 2 buildings & only one worked. The deck on the main house IS NOT safe, you can see the marks where it used to be attached closer to the home. It is not properly secured to the home, if you have a few people on the deck it sways from front to back, does not feel safe, it may collapse.When you are paying in the twenty of thousands of dollars, you EXPECT top notch, someone to be checking that everything WORKS & CLEAN & customer service to be FRIENDLY, ************************ DRIVEN, none of which we received. The day before we left we received a text that they are looking into compensating is for the pool issue but still have yet to hear back from them now.

  Business Response

  Date: 05/06/2023

  We are truly sorry for the issues this guest experienced during their stay with us. We always strive to provide the best customer service possible and apologize that this guest feels like that is not what they received. There should not have been anything to prevent the guests from using the pool as the warm temperatures outside should have made the pool a fairly comfortable temperature even without the heater. With the heater not working, this did make it so that the spa did not function properly. This homeowner has their own maintenance technician/groundskeeper, cleaner, and inspector so we had to reach out to them for any assistance. The maintenance technician does introduce himself to the guests upon their arrival and provide his cell phone number to get ahold of him directly for any service requests. We also offered this guest pool passes to one of the resorts out here on the island so they could use it if theirs was still too cold. We will be completely transparent and say that we understand it took a while for us to get back with this guest on compensation as this was a unique case where we had to work closely with the homeowner over the course of a week. At this time, the guest has been contacted and been notified of their refund.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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.

  On 6 January 2021 we booked Coastal Sunset of Sunset Cove ( apartment 201, **** Gulf Drive, **** Maria ) with Anna Maria Vacations ( AMV ) for week commencing 6 November 2021. The total rental cost was **** for the week.Due to the US Covid restrictions we were unable to fly to Florida as planned.However AMV would not refund our rental payment and only offered a credit on a property managed by them. This had to be booked by 31 December 2021 and used by 31 December 2022.We have subsequently been informed that we should have been offered a full refund as Florida had banned all short term rentals.We booked the same property with AMV for week commencing 5 November 2022 at an increased cost of 3251,On arriving at Coastal Sunset we immediately noticed the pot upkeep of the building and surroundings. Also the entire roof was being replaced.On entering the condo the first impression was of a tired, old worn apartment. We found that the phone wasnt working, the metal balcony furniture was very *****, outdoor grill in the car park was a health hazard and the dishwasher was faulty. Only one wine glass, one shelf in the freezer and many items damaged or broken.We drove straight to AMVs office and asked to be moved to another property. This was refused.At 8am on the Monday morning workmen were on the roof, with constant drilling, banging and hammering until 5 pm. This continued all week.On the Tuesday we returned to AMVs office with photos of all the problem areas and audios of the noise of the roof work. We said this property was misrepresented as a luxury penthouse and the roof replacement had ruined our holiday.We were subsequently offered a refund of 265 which we said was inadequate.We thought we were reasonable in asking for ***** compensation ( less than one third of the total we had paid.)They replied that the 265 was their only and final offer.

• Initial Complaint

  Date:10/31/2022

  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.

  My ******** booked the Direct Beach Front condo unit online with Anna Maria Vacations to stay there from 10/19/22 to 10/25/22. The cost for rental was $2070. ************ brought the total to $2900. They requested full payment upfront. It was a described as a luxury vacation rental. In reality it was a filthy, run-down and unkept condo in need of multiple repairs that hadn't been deep cleaned in a LONG time. and customer service we received while trying to resolve the problems was minimal and mostly unresponsive. The refrigerator motor was so noisy the only place we could escape it was in the bedrooms w doors closed. It was like renting a one room efficiency apartment. We found a plastic p**** on the hinges of front door. No cover on toilets water tank, visible cracks in the ************* bowl. Windows in the master bedroom were difficult to see thru & either didnt open at all or wouldnt stay open unless propped. The condo was disgustingly dirty! Furniture was described as luxury but was worn, covered in stains & wobbled when you sat down. Ceiling was covered w multiple large water stains & cracks. In 1 spot there appeared to be mold on it. Light bulbs were out in the shower & above toilet. Ceiling exhaust fans in bathrooms never worked. Pool was in parking garage, only a small patio section extended into the sunshine. No beach umbrella, cooler, or even can coolers provided & only 2 non-broken beach chairs for a place able to accommodate 6 people. We called customer service many times. They acted as though they understood & wanted to help but it was **********. After 3 conversations our first night, and requests to speak to a manager to see the condition of the place they told us the managers dont like to work after hours, even though it was during posted business hours. Waited until 1:00 pm next day for call but never got one, so went to office to speak in person. They offered a $965 discount. We wanted more. They refused & stopped communicating w us

  Business Response

  Date: 11/02/2022

  Mr.  ****** came to our office to express his dissatisfaction with the condition of the property upon his arrival.  The unit was not maintained as most of our properties would be as we have recently acquired the ****************** that had formally managed this unit and are working on bringing them up to the level we want our guest to enjoy.  

  The property was not cleaned properly so we sent Housekeeping back to reclean to his satisfaction.   

  We ordered or repaired all we were able to during his stay.  

  As compensation, we offered him back the amount of $965.00.  It is my understanding we did not stop communicating with the guests; however, explained that was all we were able to compensate him and he insisted on more.  

  I have taken this to the upper level of management to try and work on additional funds; however, this is a fair amount of 33% of their stay.  The amenities such as pool, were in perfect working order.  We did feel the condo and some of the furnishings were a bit tired; therefore, we felt the 1/3 back was fair compensation.  We also did not have another gulf front property that would accommodate their party.  

  It is my understanding the compensation has been approved and returned back to their credit card.  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18334060
  
  I am rejecting this response because:

  Much of this false. What is correct is that they offered a $965 and we said that was not enough.  They are implying that the only problem was that the place needed to be cleaned and they acknowledged the furniture was worn.  They are ignoring the offensive penis/dildo that was there, the lack of basic maintenance, and the defective windows, exhaust fans, and most of all the refrigerator that kept us out of the kitchen & living area.  And the place needed a DEEP cleaning of all the walls, floors and windows. MUCH more than just the usual routine cleaning between renters.  They have not refunded the $965 to our credit card. And they did stop communicating with us. We have reached out by email and phone and have been ignored, or told someone will call back but it never happened. 

  The 33% discount is somewhat meaningless because the price was so over inflated to begin with and doesn't account for us having to stay in the bedroom with the door closed if we were inside the unit.  Even with their discount, we would still be paying $316.66 a night for a place that was not worth $100 a night in the condition it was in.  We have already told them that $965 was not an acceptable resolution.  If they care about customer satisfaction and take any pride in their customer service whatsoever they can make a much better offer than that.

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

  Business Response

  Date: 11/04/2022

  We both to the guests and now here, publicly, that we accept, validate, and apologize for the extreme shortcomings this guest experienced. We want nothing more than for our guests to have a 5-star experience and recognize we did not put in the work to ensure it happened in this guest's case. With this being said, we responded to all of their reports as best as we could. We sent cleaners not once, but twice. We also sent a maintenance technician to address a few minor cracks in walls (technician patched them), to clean the vent covers, to replace lightbulbs, and to assess a small water spot on the ceiling of a closet. As for the refrigerator, we were not given the permission from the owner to replace or repair this in terms of the noise. The fridge was, and continues to be, completely functional. The slight humming noise, the owner is aware of, and is replacing when he is able to. We manage, not own, this home. We cannot do certain things without the owner's permission and in this case, did not receive this. We, per our Terms and Conditions, are not required to compensate for any issues. We compensate because we are human beings, and we understand that it is disappointing to not feel as fulfilled leaving your destination as you'd hoped. We are refunding $965, this is just under 50% of this guest's "Base Rental Fee", which is where refunds (if applicable) are calculated. Our ********************* is processing the refund as this response is being typed. To the guest and to readers here, we apologize for the delay of this being processed. Our Accounting Team is still feeling back-logging affects from Hurricane ***, and all of our cancellations we had during that time. We wish this guest the very best, and the refund being provided to them is the final resolution.

• Initial Complaint

  Date:10/19/2022

  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 BOOKED VRBO LODGING, WHICH WAS CONFIRMED ON SEPTEMBER 05, 2022. PROPERTY NUMBER #******, RESERVATION #******, ARR DATE SEP 28, DEP OCT 02, 2022, A 4 NIGHT STAY, IN **** MARIA ISLAND, **. IT WAS NOT UNTIL AFTER SECURING OUR RESERVATION, THAT I REALIZED THIS WAS THRU A PROPERTY MGMT *** AND NOT THE ***** OF THE PROPERTY. ANNA MARIA VACATIONS WAS OUR POINT OF CONTACT. AS THREATS OF HURRICANE *** BECAME MORE SERIOUS, THEY SENT TEXT MESSAGES UPDATING US ON THE PLAN. ON MONDAY, SEP 26, I RECEIVED TEXT NOTIFICATION THAT MANDATORY EVACUATION WOULD BE PUT IN PLACE ON TUESDAY, SEP 27 AND THEY WERE CANCELING OUR RESERVATION. UNDERSTANDABLY! I WAS THEN TOLD TO CONTACT THEIR RESERVATION **** TO FOLLOW UP ON HOW TO HANDLE THE CANCELED RESERVATION. I WAITED A FEW DAYS, ASSUMING THEY WERE BUSY WITH STORM ISSUES. WHEN I REACHED OUT, I WAS TOLD THERE WOULD BE NO REFUND UNLESS I HAD TRAVEL INSURANCE. I DID NOT HAVE TRAVEL INSURANCE, AND I AM ALSO AWARE THAT DISASTERS SUCH AS A HURRICANE, FALL UNDER A DIFFERENT COVERAGE, WITH FEMA, FLORIDA STATE DISASTER RELIEF, AS WELL AS THE INSURANCE CARRIER THAT THIS PROPERTY CARRIES. TRAVEL INSURANCE IS A MUTE POINT WHEN DISASTERS ARE NO FAULT OF ANYONE. IN ADDITION, I DID NOT CANCEL. ANNA MARIA VACATIONS CANCELED MY RESERVATION. I WAS TOLD TO REVIEW THE ***** AND CONDITIONS FORM THAT I SIGNED. I DID NOT SIGN A ***** AND CONDITIONS FORM!I HAVE SPOKE WITH TWO REPS AT THEIR RES ******* *****, WHO WAS TO DISCUSS MY SITUATION WITH THE MANAGER, AND GET BACK TO ME. I'VE NOT HEARD BACK, SO TODAY (10/18/2022) I CONTACTED THEM, AND SPOKE WITH *******. AS I WAS EXPLAINING HOW I UNDERSTOOD FEMA, STATE, AND INSURANCE COVERAGE WORKS, SHE ABRUPTLY CUT ME OFF AND STATED SHE WAS ENDING THE CONVERSATION, AND DISCONNECTED OUR CALL. I AM UNABLE TO RESOLVE THIS WITH THE COMPANY. I PAID $1278 TOTAL, AND AM REQUESTING A FULL REFUND TO MY ***** THANK YOU.

  Business Response

  Date: 10/24/2022

  Hi,

  We have a very clear and strict cancellation policy which was signed via DocuSign on Sept 5, 2022 at 4:56 pm (attached). It is available to be viewed prior to booking on VRBO, as well as on our website. On the first page of VRBO, it shows we are the host of this property (also attached) and give options to click to view our policy multiple times. Trip protection is also highly recommended and offered whilst booking, which was declined in this case. That would protect any investments made should there be a mandatory evacuation. September is hurricane season for us, so we always suggest purchasing it. 

  Here is our cancellation policy and Act of God clause that the guest signed and agreed to: 

  CANCELLATION POLICY: Your reservation is non-refundable. If your travel plans change, notify AMV Reservations as soon as possible. Initial notice by phone is acceptable, but follow-up in writing is required; email from the address associated with the reservation is acceptable as written notice. AMV will place the property back on the market and attempt to re-rent it. If we can re-rent the property, we will refund any payments less a 6% cancellation fee and less any re-rent price deficiency. A price deficiency can result if, for example, we are unable to re-rent for the full time period or if the daily rental rate had to be discounted to fill the property. AMV does not make any representation or guarantee that we will be able to re-rent the property. A refund, if applicable, will be sent no more than 30 days after the departure date of originally planned stay. 
  If Guest needs to shorten their stay or change to a different property, the normal cancellation policy applies. No changes are permitted during the stay. 
  AMV strongly recommends Guest purchase travel insurance prior to the stay to avoid costs from covered events, including some cancellations. Please contact AMV Reservations if you are interested in adding travel insurance, offered by a third party, to your reservation. You may also secure your own, independent travel insurance to cover your trip and stay. AMV Reservations can share more information about the travel insurance from our partner and the advantages of using them vs. one you find elsewhere. 
  AMV reserves the right to cancel any reservation subject to issuing a full refund. 

  ACTS OF GOD/HURRICANES/WEATHER/NATURE/PANDEMICS: AMV cannot issue refunds, travel credits, nor guarantee alternative accommodations in the event of any Act of God, including but not limited to adverse weather, tornadoes, fire, lightning strikes, or red tide. We also cannot offer these for factors outside of our control, including but not limited to beach, road, or beach access closures, nor for travel restrictions or closures due to COVID-19 or other public health issues. Refunds, travel credits, or alternative accommodations are not issued in the event of mandatory or voluntary evacuation, nor for a travel advisory. We strongly advise you to purchase the appropriate travel insurance to protect your investment and to read the policy carefully to ensure it provides suitable coverage. 

  As you see, it states we do not offer refunds or credits in the event of a mandatory evacuation. However, as a courtesy for our guests who opted out of protecting their investment, we did make an exception and have offered a credit for a future stay any time in 2022, honoring rates for the same property. For any guests not able to travel this year, we are extending that offer and allowing them to book in 2023, but will be responsible for the difference.

  Since each guest had the option of travel insurance, which would provide a refund, that is not an option we are able to accommodate.  

  Thank you. 

   

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18242222
  
  I am rejecting this response because:
  

  I did not sign an agreement with this company.  They have provided an auto generated log of actions that list a host of activity on their reservation system.  As listed, it shows we checked in on September 28 at 4:17:09 PM, checked out 0n October 2, at 10:16:12 AM, as if we actually arrived and completed our stay.  Proving that the auto generated log they provided, is flawed. Please request that they provide you with a copy of the agreement that has my signature on it.  

  My communication with AMV has been text, most of those are also auto generated.  The only live texts I received were when I had a question, and someone got back to me.  Prior to our September 28 arrival date, I received a text, alerting me to secure the unit, rental signs, trash cans, outdoor furniture, etc., by bringing them inside garages or as close to the properties as possible. Any glass furniture, please move inside if possible.  Secure any outdoor umbrellas, and a grill if provided. This is an example of auto generated, communication, and does not reflect real time guest communication.  I also received a Thank You, after what was to be our check out date of October 2nd. A few days after that, the company gave us a 5 Star rating on VRBO, as their guest!

  I'v spoke with the local Chamber of ********* *************** 2 other property management companies, who all tell that most have offered refunds and/or credits, with the recent ************************** It's simply a common courtesy, and encourages guests to rebook with them, knowing they have the best interest of their guests. 

  Again, lets request a copy of the document with my signature, not just a copy of their Audit Logs that are time stamped.

  Sincerely,
  
  Jerilue Hopley

  Business Response

  Date: 11/02/2022

  Per our Terms and Coditions, we do not offer refunds due to acts of God, such as severe inclement weather.  We did go out of our normal T & C, and extended a credit to all our guest to use for a future booking in the calendar year of 2022 and thru 2023.  

  We also offer **************** thru CSA.  They were given the opportunity to purchase this at the time of booking and up until the said storm was a named storm.  

  We understand that was not a good situation for so many people and wanted to extend a credit.  Again, it can be used any time in2022 (with the exception of a Holiday week), with no rate increase, or anytime in 2023.  

  We communicated with all our guest via email and thru our automated text line.  

  Our community and surrounding area was without power or Wi-Fi for a brief time; however, still communicated outside our area.  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18242222
  
  I am rejecting this response because:
  I did not sign an agreement. See the attached screenshot they sent of the automated, electronic, activity on my profile. Much of that NEVER occurred, its simply automated. I circled the tab that SHOULD show the signed agreement, had I signed it. Please request a copy of the signed agreement they claim to have. They cannot provide it because I did not sign it. Ive spoke with several other property management companies in **** Maria Island, *************** and FEMA. ALL have informed me that most businesses adjusted their refund guidelines for Hurricane *** cancellations, simply out of concern and courtesies. Ive attached itemized charges for additional obvious unused services. This company is a money grab with no conscience!

  Sincerely,
  
  Jerilue Hopley

• Initial Complaint

  Date:07/18/2022

  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 did not get the services that were advertised to us. This unit was filthy dirty upon arrival the business falsely advertised the location in the original listing. We we were it was a quick 5 min walk to beach it was over 10. The unit had broken items (utensils) and (furniture) unsafe stairs, body fluids in bathroom, and black mold. I personally went in to ask for a new unit and was told I could get one if I paid for both. The manager told me there was nothing they could do for me. They sent over a guy with spray to kill the mold very unprofessional as I have asthma and its a serious health risk for me. They treated me like I was a burden, I sent texts, calls, emails about the conditions and were ignored. They offered to come clean but I had already done so because I was so upset. The pictures do not reflect the listing nor does the description we were very mislead. I have talked with others and they had issues with this company too.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 10, 2022/08/01) */ This guest was refunded due to issues upon arrival and throughout stay. We feel as though we responded to issues throughout their stay, and resolved the complaints brought forth by refunding the guest from the cost of their stay. Consumer Response /* (3000, 12, 2022/08/02) */ We were only refunded a 1/4 of the money back which I felt was not enough and we have yet to receive the refund they sent on 7/25 I am not really happy about the resolution but they did not want to refund the entire stay.