ComplaintsforMarco Island Vacation Properties

• Initial Complaint

  02/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented a condo at the Sands on Marco Island through this company for February 2023 using Airbnb. Unfortunately, I had to cancel the reservation on January 17th in order to care for my good friend who having a serious operation. ********************* relisted the condo raising the rent after fees and taxes by $1,200 over what I booked the property. He also never explained that the condo had a one month minimum stay. As a result, the condo was taken off the market on February 1st and I have lost any opportunity to recover a portion of the $ ***** rental amount I paid. Had the situation been explained to me properly, the rental fees could have been reduced significantly and to make the rental more attractive in a hot market resulting some of my lost forfeiture funds. Instead, the Company was greedy by raising the rent knowing they had me on the hook for my rental fee.

  Business response

  02/21/2023

  **************************** reserved Sands of Marco B-206 (129 **************************************************************, Marco Island, ** *****) at 2:02 PM on November 3, 2022, online through Airbnb. **************************** signed the Rental Agreement and completed the Sands of Marco Application on November 5,2022. 
  
  **************************** contacted our office on January 17, 2023, stating that he needed to cancel the reservation due to medical reasons. That is just 14 days prior to arrival. We explained to **************************** that according to the Rental Agreement (Paragraphs 7.07.2), guests who cancel fewer than 60 days prior to their scheduled arrival date will receive no refund unless the property is re-booked. If the property did not rebook, the guest could reactivate their reservation. **************************** instructed ********** to cancel his reservation and attempt to rebook it.  The Airbnb listing clearly displays the minimum rental period on the availability calendar. Also, the Airbnb listing clearly states in the description: "Please note that the condominium association requires a fifteen (15) day approval period." Therefore, there was not enough sufficient time (less than 15 days) to secure a new reservation/application.However, as a good faith gesture, we opened the calendar, attempting to rebook the property with the hopes that the condo association would approve a last-minute reservation/application. Unfortunately, the property did not reserve with such short notice. 
  
  Marco Island Vacation Properties, Inc. has been more than accommodating with ****************************. The truth of the matter is that **************************** did not purchase travel insurance,and instead of accepting his own fault for his inactions, he has falsely passed the blame onto **********. 
  
  In closing, Mr. ************* false comments must be dismissed!

• Initial Complaint

  12/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On September 8th, 2022 I made 2 payments totaling $867.00 and $289.00 for a stay at their property in Marco Island for the week of 9/27/22 to 10/1/22. I also purchased trip (hurricane) insurance in the amount of $80.92. I was told by ********************* that this trip insurance would cover hurricanes. Several days later hurricane *** devastated Marco island and rendered the island in a state of emergency by the Governor, and we could not continue with our trip and had to cancel. Marco Island vacations refused to offer another stay at another time, or work with us in regards to this devastating hurricane dilemma. ********************* also refused to send an email or work with us and Play Travel (Nationwide trip insurance company, (who they conveniently referred to us) to get us our money back. All the trip cancellation company needed was a email from ********************* stating that the condo where the property was located on Marco Island was uninhabitable based on a state of emergency due to the hurricane and we would have gotten a refund.After *********************** refusal to help us receive a credit on the insurance he sold us from his company, and the insurance company's refusal to take the claim without *********************** email, we had to place the charge in Dispute with Citibank. Citibank made 2 attempts to get a credit and both times were denied stating the merchant (Marco Island Vacations) was unwilling to work with them, and was adamant about not rendering a service or crediting us back. Please investigate this company as they seem like a scam operation. Please view the many blogs people have posted about their dealings with this entity. Also why do they refer us to a travel insurance company who they solicit, then refuse to work with us, Citibank, or Nationwide to give us a credit for a service they never rendered? Please investigate this as a scam.

  Business response

  12/22/2022

  The following response to this illegal, meritless, and frivolous compliant is as follows:
  
  ****************** reserved Marco ****************** 905 (480 ******************************, Unit 905, Marco Island, ** *****) at 8:40 A.M. on September 8, 2022 with our reservationist, *********************************************** signed the Rental Agreement that same day.
  
  According to the Rental Agreement (Paragraphs 7.07.2),guests who cancel fewer than 60 days prior to their scheduled arrival date will receive no refund, unless the property is re-booked. The property, quite understandably, could not be rebooked pursuant to the ******* State of Emergency order. ****************** then immediately and illegally disputed the credit card charge with her bank on October 9, 2022 (email from merchant attached). During the credit card dispute, our merchant withdrew the funds from our agency account pending the outcome of a long and tiring dispute process. ****************** then fraudulently proceeded to file a travel insurance claim (after she disputed the credit card charge and received the funds including the travel insurance premium) by requesting documentation from our agency on October 12,2022 (email from ****************** attached). We explained that ****************** would first have to cancel the credit card dispute so the funds would be restored to our agency and the reservation could be restored. Unfortunately, ****************** refused to cancel the dispute, and thus continue this meritless, illegal, and fraudulent dispute.
  
  In closing, Ms. ******** actions and inactions must be dismissed!
  
  Thank you,

  Marco Island Vacation Properties, Inc. 

  Customer response

  12/27/2022

   
  Complaint: 18624996
  
  I am rejecting this response because no one (*************** Insurance) has issued me a credit as of  today12/27/22. Where is ****** conjuring up this false information? He is sending you answers with no documentation or proof and causing defamation of my character on his lies. He is making inferences that we knew to rebook a trip??? When did ********************* offer this? Show us the email or play a recorded conversation? These are not the facts.  We would have gladly taken the offer of a rebook at a later date. ****** sold us the insurance knowing our concern was the threat of a hurricane and never went over any details of his contract NOR offered a rebook when I called him. I disputed the charges through CITIBANK after  ****** refused to work with the insurance company to supply them with a state of emergency stating the condo was rendered uninhabitable during hurricane letter! Also I was never credited by the travel insurance company as of this date ( have him show you proof of a credit). Recently they offered to try to intervene and credit,  but ****** sent a letter making false claims that I had tried to get paid 2x! So now they have issued no credit as of this date!!!Please investigate this matter and show me what date this so called accusation from ********************* states she received the funds including the travel insurance premium exists! No funds were ever credited or received! A conditional credit was given by citi bank upon investigation and I was then debited back with interest after ********************* refused to work with the bank! I have all the documentation and can forward you proof! I was recently working with a ******* at the travel insurance company who was willing to help until ****** sent this email to both you and them. We are back to square one! He is trying to cause defamation of character with NO records of a credit ever received, credited or cashed by me. Please investigate this matter. If I was credited I would not be sending letters to the BBB.

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

  Business response

  12/27/2022

  The following response to this continued illegal, meritless, and frivolous compliant is as follows:
  
  Attached please find documentation from Vacation Rent Payment proving that the funds of $1,156 were taken from our account on October 9, 2022. Those funds represent the $700 Rent + $150 Cleaning Fee + $79 Accidental Damage Protection Plan + $125 Processing Fee + $102 Tax. To clarify, Marco Island Vacation Properties, Inc. cannot confirm if ****************** disputed the travel insurance cost as it was supposedly purchased by a third party. Regardless,****************** disputed the $1,156 on October 9, 2022. ****************** then fraudulently proceeded to file a travel insurance claim (for funds that we no longer have) by requesting documentation from our agency on October 12, 2022. We explained that ****************** would first have to cancel the credit card dispute so the funds would be restored to our agency and the reservation could be restored. Attached for your review, please find the email communications between ****************** and our agency. If ****************** wanted to truly resolve this matter, why does she not cancel the credit card dispute so the travel insurance claim can be handled in the proper format? Instead she refuses and continues this this meritless, illegal, and fraudulent dispute/complaint process.
  
  In closing, again, Ms. ******** actions and inactions must be dismissed!
  
  Thank you,
  
  Marco Island Vacation Properties, Inc.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Marco Island Vacation Properties is the agency I used to rent my home on Marco Island. They provided advertising, management fees, home maintenance as well as housekeeping services and charged a commission. December 2021, they charged me $280.00 for one house cleaning. Prior to the house cleaning, their employee (I believe his name was Jim) contacted me and asked me if I wanted a full house cleaning or a "Lite" house cleaning. I requested a "Lite" house cleaning because I was the only one staying in my home. There were no renters. I requested a "Lite" house cleaning. I also emailed them requesting a "Lite" house cleaning. But I was charged for a "Full" house cleaning $280.00 versus a "Lite" $140.00 house cleaning. On Thu. Mar 10, 2022 at 7:58 AM I emailed Michael ** ****, broker at Marco Island Vacation Properties advising of his mentioning to me that the amount charged would be reduced to the "Lite" cleaning fee and that "it has of yet not been reduced". Then on Fri. Mar. 25th., I stopped at their place of business at 847 N. Collier Blvd., Marco Island, Fl XXXXX and personally gave Donna **** (Michael ****'s wife) the original email that I sent to their employee Jim requesting a "Lite" cleaning. That same day, Fri., Mar 25th., I received and email from Michael ** **** (broker) quote "I did see the email and I will arrange to credit your owner statement for the difference". That never happened. I am owed the difference between a "Full" cleaning and a "Lite" cleaning. Thank you, ******* *****

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