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:10/02/2023

  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.

  Date of transaction - 8/5/23 Amount paid - $2097.89 Business committed to provide 4-bedroom holiday home featuring jacuzzi (etc.) in master bedroom. Nature of dispute - I am asking for a credit amount of $1,049.00. This home should never have been advertised for rental it exposed my family and I to mold & mildew (pictures attached), shows water leakage from jacuzzi tub and mold/mildew. Maintenance man arrived/confirmed this was an existing problem and could not be repaired during my stay there. No, the business has not resolved this issue with me. Account/order/tracking number - Casa de Paz **** Bonaire Cay Confirmation number: ********** Advertising when and where the ad was seen - The add was seen 8/5/23 on Glass Casa/Casa de Paz/ booking.com website see download attached.

  Customer Answer

  Date: 10/02/2023

  Yes, I would like to add. I would have never booked this had I known there was water leakage, mold, mildew, jacuzzi jets, and jacuzzi inoperable. I notified them of this problem after trying to use the jacuzzi on my first night of my stay with text and pictures sent 9/15/23 at 1:01 AM. I was very disappointed. The companies own maintenance man arrived estimated 1030-1100 AM 9/15/23. He stated they would have to take the tub out to find the leak and confirmed existing problem could not be repaired during my stay. In order to resolve would like refund of $1,049.00.

  Business Response

  Date: 10/10/2023

  The home was rented for a three-night stay. On the second day, we received a call reporting a bathtub leak. We promptly dispatched a service person to inspect the issue, and they determined that the tub had a drainage problem. It's important to note that our property is not advertised as having a jacuzzi; rather, it features a large soaking tub. Additionally, the community pool has hot tubs available for guest use.

  We have taken the matter seriously and had a licensed contractor examine the home. There is no evidence of mold or mildew buildup. Although there was a stain under the sink on the plastic protector, it was easily cleaned and did not pose any health risks.

  The master bathroom also includes a shower, so the temporary unavailability of one bathtub during a three-day stay does not warrant a 50% discount. Unfortunately, it is not uncommon for things to break during a guest's stay, especially in a tropical environment. At Glass Casa, we strive to make every guest's stay memorable and address any deficiencies promptly.

  Regrettably, our guest's visit was brief, and the reported concern only reached us midway through their stay. Although our terms and conditions stipulate that we cannot assume responsibility for equipment malfunctions, and compensation isn't always guaranteed, we are steadfast in our commitment to ensuring our guests' satisfaction whenever issues arise. At Glass Casa, we would have been more than happy to go the extra mile by offering additional amenities, complimentary tour passes, or even the use of a golf cart for the remaining duration of their stay to enhance their overall experience. Regrettably, the short nature of the stay did not align for us to extend this gesture.

  In our ongoing commitment to ensuring the utmost satisfaction of our guests, we warmly encourage them to connect with us during their next visit. We would be delighted to extend a special offer of complimentary extra amenities for their future stay as a token of our appreciation for their loyalty. Your comfort and enjoyment remain our top priority, and we eagerly look forward to enhancing your experience with us on your next visit.

  We genuinely appreciate your understanding in this matter and eagerly anticipate the opportunity to continue delivering unparalleled hospitality to all our valued guests.

  Customer Answer

  Date: 10/10/2023

  
  Complaint: 20685296
  
  I am rejecting this response because: Complaint: 20685296
  
  I am rejecting this response because: In picture #3 on business website, it shows advertising a jacuzzi tub with jets and had I been made aware there was a problem with leaking tub. I would have chosen a different location, and in picture #2 reflecting mold & mildew stains and wood rot developing from standing water in the cabinet. This property has had this problem for quite a long time and shocked the business would continue to rent. The business should never rent out with water leakages. This was false advertising of something that was hidden. I should have been made aware of the water leaking as well as the rest of the issues. I would have chosen a different location. Per picture #1 showing water leak on floor. I was inconvenienced of time taken away from my stay and mopped water up.
  Yes, I would have never booked this had I known there was water leakage, mold, mildew, jacuzzi jets, and jacuzzi inoperable. I notified Tracey, Kristi, and Jamie. They stated would pass on to management who denied and lastly passed on to business owner Randy. I discovered this problem after trying to use the jacuzzi on first night of my stay with text and pictures sent 9/15/23 at 1:01 AM. I was very disappointed. The companies own maintenance man arrived 1030-1100 AM 9/15/23. He stated they would have to take the tub out to find the leak and confirmed existing problem could not be repaired during my stay. In order to resolve would like refund of $1,049.00. I don't want anything complementary for another stay. I want a monetary compensation. 
  Sincerely,
  
  Otis ********
  
  Sincerely,
  

  Business Response

  Date: 10/11/2023

  In light of your concern regarding our decision to rent the house despite an ongoing issue, I'd like to emphasize some important context. Throughout the year, this property has accommodated a total of sixteen guest stays, in addition to several stays by the owner, all without any reported problems. Prior to your stay, we had received no complaints whatsoever about the bathtub leaking.
  
  It's essential to recognize that mechanical components can occasionally experience unexpected failures, and their lifespan is inherently unpredictable. We genuinely regret that you encountered an issue with the tub during your stay. However, it's crucial to consider that this isolated incident did not render the entire home unusable. In fact, you had full access to and were able to enjoy all the amenities the property offers.
  
  Therefore, while we understand your disappointment, we must kindly assert that a 50% discount is not warranted in this case, as the remainder of the home remained fully functional and at your disposal. We hope this perspective provides a more comprehensive view of the situation.

  Sincerely

  Glass Casa

  Customer Answer

  Date: 10/11/2023

  
  Complaint: 20685296
  
  I am rejecting this response because: this was an existing problem and should not have been rented until the leakage was repaired and I should have been made aware of the problem so that I could have made another choice of location...the lowest customer satisfaction I will accept for this issue is $525.00.
  
  Sincerely,
  
  Otis ********