Complaints

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 12, 2022 I reserved Property #7333415, "Sandcastle C", in Mexico Beach FL, described by Pristine in listing as "oceanfront"... "as close as you can get to the beach", & being "26 steps" from the beach. I was quoted $359.33 rent/night for four nights, & paid in advance a total of $1818.78. This included four nights rental fee @ $359.33 per night, host fees (damage waiver $45 & $172.46 tax) of $217.46, & service fee of $164.00. Check in October 15th, Check out October 19th. We arrived @ the property on Saturday, October 15th & discovered that there were bugs in the master bedroom bed. We called Pristine & were told by the man returning our call that we would be moved to another property for the night, and in the morning we could "see what options we have". We were moved to "Summerhouse 209", which is described in the listing as "gulf view". It is across US Hwy 98 from the ocean/beach. One side faces US 98 & the other side of the unit faces a drainage ditch. We spent 2 nights (October 15 &16th) in this unit & returned to Sandcastle C for the remaining two nights (Oct 17 & 18th) after the maintenance issue was finally addressed. After we checked out, our reservation & allocation of funds paid was altered in the reservation system. It reflects funds were allocated @ $555.00 rent for the two nights in Summerhouse 209 ($277.50 rent per night plus tax $66.60=$621.60). This lower nightly rate is consistent with the property's proximity to the beach & our unpleasant experience. However, remaining pre-paid funds were then allocated for Sandcastle C @ a rate of $441.16 per night for two nights, for a total of $882.32 rent, plus $150.88 taxes/fees=$1033 This is $163.66 MORE than the original rent rate I was quoted per night ($359.33). I am asking for refund of the $163.66 ($441.16 per night billed minus $359.33 per night originally quoted = $81.83 per night X 2 nights = $163.66) that was mis-allocated, after my stay & advanced payment.

  Business response

  11/16/2022

  We agree with Ms. ******* assessment of the charges and have issued a refund for the amount requested (receipt attached).  

  Customer response

  11/23/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18400508, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kim *****

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