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:02/20/2025

  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 checking into the property 02/15/2025. On 02/16/2025 I completed a check in survey where I notified the property that the bathroom was filthy. Someone from their customer service team called me on 02/16/2025 I Expressed to them, I dissatisfaction with the cleanliness of the unit. The customer service agent asked me to send an pictures or videos at my convenience when me and agent spoke. I was at an amusement park She expressed that I could send the videos or photos in whenever I get a chance. The next day 02/17/2025 I sent him videos and pictures of the dirty bathroom. I also sent in additional photos on 02/18/2025 We are on the day of checkout I discovered that there were several items left of under the bed while I was checking to make sure I had all of my items there were all socks, trash, toothpaste, etc., under the bed that I was sleeping in. The management team has not gotten back with me as of yet. I did receive a email from **************** stating that they were not doing anything about the dirty home because The cleanliness was not reported until the day before I checked out. That was not the case the house was reported the very next day from when I checked in and the house being dirty prior to me, arriving has nothing todo with them not providing compensation. The house was dirty. And the property charge too much money to not have a proper cleaning team or not have any timeframe as to when they will get back with customers regarding their concerns about a filthy property. I also have videos that were too large to upload.

  Business Response

  Date: 02/24/2025

  ***** stayed with us from 2/15/25 until 2/18/25. We received an email from ***** the day before check out in regards to some cleanliness issues. On that day they already spent 2 days at the property and used the property during those 2 days. We have pictures of all rooms, made during our inspection right before ******* check in. Everything was nice and clean. We may only assume that the cleanliness issues reported by ***** on 2/17/25 were caused by their use of the property. ***** even sent more complaints by email to us on the day of check out 2/18/25, again about cleanliness. We won't agree to any kind of compensation.

• Initial Complaint

  Date:08/13/2024

  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.

  We stayed at ***************** from 7/22 thru 7/28. Upon check in the code did not work. It took staff two hours after a day of travelling to get us into the house. Over the course of the week, staff had to reenter at least twice to change the entire locking mechanism. I reported the uncleanliness of the grill,carpets,broken glass,broken upstairs sofa and dirty pool to Casiola. Somethings were rectified and others were not. Overall our stay was nice but there were inconveniences which I reported. I noticed an email today charging me for stains on a stairway carpet that had been there since we arrived. I have photos of my son laying on the stained carpet. Interestingly I'm being charged for some stains but niot the ones in the photos attached. The email did not have any attached photos. I got the photos today nearly 15 days after I left with edited Metadata. The sofa was not stained when I left and I believe Casiola is behaving in a retaliatory manner because I made several complaints. For the cost of the house I should not have had to deal with broken glass, a dirty grill, a dirty pool, and stained carpets. Furthermore,all of the knives were dull and the pans were too small for a rental to 15 persons.

  Business Response

  Date: 08/16/2024

  We had all reported issues addressed. The guest caused $480 of damages at the property. These were noticed after check out. Based on the fact that we have assisted the guest with all their request (even bigger cooking pots and sharp knives) and based on the fact the guest caused damage they refuse to pay for, we are not able to discuss this further with the guest.

• Initial Complaint

  Date:07/10/2024

  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.

  Ive been requesting to speak with management since 7/2/24 to discuss our reservation, the condition we found our room and a way to resolve the situation. I have still had no contact from management. The day that we arrived after several phone calls, they called me back after 10:00 PM saying that they would try to find a local cleaner to come and clean the room. We had traveled all day and were very tired and I declined them coming out that night due to them being unable to give us an estimate of how long it would be before cleaners could come out that night since they werent on site, and we were tired, plus the mold and my sons health issue. We left and checked into another hotel because we had no where to sleep. There were no clean sheets or places to take showers that were clean. My son started a shower and thats when we noticed the mold on the ceiling. Ive contacted Casiola multiple times daily since 7/3/24 asking to speak to management because I was trying to resolve the issue with the room. I would have gone back to the room if they couldve come out and clean it, however leadership never called me even though I called them several times a day for the next couple of days. I did tell customer service reps that I went ahead and left the room and checked out because we needed a place to stay. I dont feel this was good customer service at all. We did not leave that night with no intentions of coming back however, I was not going to stay in that room that night after we traveled all day when they didnt have the things that we promised or a clean environment. It is unreasonable to have to wait around that late at night to have to find a cleaner to come out plus, you cant clean something like that with mold in a short period of time. I still have not heard from management or leadership team to relay all this information to them. I requested a refund and was told no from a customer service rep and booking site because we refused the night we arrived.

  Business Response

  Date: 07/25/2024

  The guest reserved the stay through a third party vendor. The guest was never charged by Casiola. We have referred the guest to that third party vendor for any refunds.

• Initial Complaint

  Date:06/05/2023

  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.

  Rented a home villa checked in 5/26/2023 8 hrs into check in discovered a bed bug contact company they sent someone out to check confirmed home had a bed bug infestation.It’s memeorial day weekend they could not offer us another home to accommodate 10 they got very defensive and will not take accountability of the mishap. Only to make it clear that they will not refund although it was a pre existing issue

  Business Response

  Date: 06/19/2023

  Hello. Our guest checked in to the property on May 26th. They reported bed bugs at the property on May 27th and this was confirmed later that day. We gave the guest the option to check out with a full refund. They decided to stay and agreed to no do so without refund.

  As the guest booked through a third party channel, they filed a complaint with the channel as well. They even stated they did not stay at the property. We could quickly proof that that was a false statement based on the audit of the door lock. The third party channel confirmed later to us we were correct and right.

  I have nothing else to add and because the choice the guest made, we won't be able to issue any kind of refund or compensation.

   

  Customer Answer

  Date: 06/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  ******** was never told we did not stay as told to that company where was we going with 10 ppl on a holiday weekend and they could not accommodate us with another property or refund the difference for us to house some where else. The infestation was a lack of them not checking their property between renting to guest which they are not taken responsibility for.It’s east to say leave but to go where when you as a company ain’t willing to pay the difference. ******** has recorded conversation request the audio before accusing a customer of stating something that was not said being neglecting and still wasn’t able to use all the rooms we paid for and for the inconvenience as a company should make it right. 
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/18/2023

  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.

  We needed a pack and play the one at the property was broken when I called for a replacement I was strung along for 3 hours. At which point I went and bought one. Mold in the showers, stained pillows, broken beds, stain and torn carpets. Ants coming out from behind the tile once the water was turned on. We found a pill capsule under the couch thankfully before my 2 1/2-3 year old found it. Trash can was broken places it outside per the property instruction for pick up they took it never brought it back. Ice/water on the fridge did not work. The list goes on and on I wouldn’t stay with this management company ever again. They are trying to come at me for the pre-existing damage to the carpet and bed. Over all the property was a dump walls need to be patched and repaired. Shower doors were broken and off the tracks, closet door in one of the bedrooms was broken and off the track. Post check out I received a email and text message asking for me to call and pay 850 dollars in damages for pre-existing carpet stains and broken beds

• Initial Complaint

  Date:11/13/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Arrived at the villa 19th October 2022. When we arrived there was numerous problems straight away which we inform the company off straight away! Sticky floor with bugs on in kitchen, complimentary coffee which was open and left on side, broken blinds in the downstairs bedroom which overlooked the pool and have 9 slacks missing. Single sheets on double beds, broken shower and broken electricity box with wires coming out. The following day they fixed the shower and replaced the coffee. The second day we get told we have to vacate the property via email because of bed bugs in the property located once pest had come round. I requested this because of the bugs so clearly hadn't been done prior to our arrival. No one phone us nor would they when I requested this. No one met us at the villa to explain more! Just rude emails telling me I had to vacate. They refunded us for the remaining nights which they done wrong to begin with as they charged us for an extra night, but we should be getting compensation for the stress they caused us, making us loose a day of our holiday moving to another property once we found one! We shouldn't have to pay for the first two nights we were there due to all these problems. The villa was clearly not checked over properly prior to our arrival and they should not be allowed to rent villas out if they are not going to follow the correct procedures. My child and my father in law both received notes from this place. I have ask for the pest report that was done before we arrived which I am entitled too and I am now getting ignored by them for this! It clearly wasn't done and this is why they are now ignoring me. I have a right to know when the pest was done prior to my arrival which I know wasn't done!

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/14) */ We assume this is from ****** ******. She checked in a property on October 19, 2022. She booked a stay with booking.com and she paid booking.com. We received a report about sticky floors and 2 hours later the floors were cleaned again. We reacted and fixed quickly and per our T&C we acted correctly. The complaint about single bed sheets on double beds was investigated at the property the day after check in. We found correct sheets on the beds so nothing was wrong. Bed bugs were reported by the guest on 1/021/22 around 2pm. We did send over Terminix to investigate and later that day bed bugs were confirmed. We then acted quickly to get the property treated asap. We asked the guest to vacate the property and that is in accordance with our terms and conditions. The guest vacated the property. We instructed booking.com to refund the guest all unused nights. That happened and was confirmed by ****** ******. We apologized for the inconvenience and we acted following our protocols in case of bed bugs. ****** ****** is harassing us ever since while we did exactly what we had to do. Consumer Response /* (3000, 7, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response has upset me very much! I have photos to prove the bedsheets were not correct which I included. The floors were not cleaned two hours later because I contacted them at half 4 and I did not leave the villa until 10am the following day and no one came. I never contacted them on 21st about the bed bugs at all! I contacted them on 19th at 4:30 to say the floors were sticky and there was bugs! I have it in all the emails. I have written proof! They were the ones who contacted me on 21st to say I had to leave because of the beg bugs. On 19th I simple ask them when was pest done because of all the bugs! This was when I checked in. Their response was they will send someone round. So this clearly hadn't been done for a while. I have ask for a report to show when this was done prior to my arrival and again they have ignored this! I will take legal action if I do not receive this and even more so now they have completely lied and forgot about the emails I still have access to. I have screen shot some of them below. Regarding the timings on them I live in UK so my time is different on my phone so you need to go back 5 hours as that is the time difference with yourselves!

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 with Casiola Vacation Homes October 1, 2022 for a total of 7 days. We paid $1,654.56 in total. When we got to the house everything seemed cleaned from the outside. Or so it appeared to be until our first night staying at the house. We got in the pool and had dinner and went to sleep pretty late so we did not even think to pay attention to the sheets of one of the bedrooms. The morning of October 2 we wake up to bed bugs all over the bed of the bedroom upstairs. We took several pictures and videos for evidence. A few spots of what Iooks like blood on the sheets. My sister with bites all over her body and a couple on her face. Litterally all over. My 2 year old son woke up with skin rashes all over. Also took several pictures for evidence. On the bedroom across from hers a bedbug was found on a towel. We have a 3 month old baby and a 2 year old as well as a 4 year old staying at the house so we called right away to report the incident so they could come change the sheets of all the rooms and exterminate the place. The lady I spoke to said they would come the following day after we called. The next day we left early to go to the******* parks. Upon arriving back at the house we checked the rooms to see if they were clean and good to sleep in. Three of the bedrooms the sheets were undone and all messed up. The rest were left untouched. The room with the bedbugs was left untouched. Nothing has been cleaned so we gave the lady another call. After speaking with her she said they would not come until the next day. We tried explaining to her that they had told us it would have been cleaned and that the person did not clean and only messed up our sheets and not even touch the room we had told her. As well as we had a 3 month old baby and toddlers so we needed it to get exterminated as soon as possible. The lady hung up on me! Not only once but twice! Nobody at the house can sleep comfortable anymore or even wants to stay at the house. We very disappointed.

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/06) */ Guest booked a stay from 10/01/22 to 10/7/22. On 10/2/22 late afternoon, the guest called to report the possibility of bed bugs in 1 or 2 upstairs rooms. We informed the guest we would get our vendor out to inspect the property. We also informed the guest about our bed bug policy in case bed bugs were to get confirmed by our vendor. The guest was given the possibility to check out with a refund of the unused nights. The guest decided to stay and we did allow that, informing the guest we would not be able to give any kind of refund because of the issue. On 10/3/22 our special vendor inspected and confirmed the presence of bed bugs in 2 rooms. We informed the guest about this. A manager contacted the guest the same day, and further more on 10/4 and on 10/5. No calls were ever answered. An email was sent to the guest on 10/4/22 to confirm what was found and to explain the policy per our terms & conditions. The guest called in several times on 10/4, and our customer service agent tried to explain everything. The guest would not listen. The guest decided to not check out and for further info we refer to our terms & conditions. Consumer Response /* (3000, 7, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told someone would clean the following day after I called. They did not show up so I called again and she told me the same thing that someone would come the following day. If we would have known no one would show up or the house has bed bugs we would have started looking for a place. With such short notice we could not find a place for 14 people to stay so we had no other choice but to stay! Two of the rooms were left unoccupied! My sister was bit all over her body and it could have been worse!! She could have got a secondary skin infection! I want at least some of my money back as we did not use two rooms either! That's only fair!

• Initial Complaint

  Date:09/30/2022

  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.

  Casiola is my property manager for my rental in Florida. They notified me there was a roof leak in the rear. They sent me a quote for repair from their "preferred" vendor. Quote came in over $3000, I said NO. I got a different quote from another roof repair for only $1000. Asked the Owner's rep, to set this up. Work got done. All photos documented of repair, looks great. One week later, I get a bill for over $3000 from "their" vendor. They ACCIDENTLY sent out their vendor to do the repair that JUST GOT done. Got several emails apoligizing, but STILL taking the $3000 out from my account. 1) my contract with Casiola specifically says all repairs greater than $300, have to have my authorization. I NEVER authorized this and even said NO 2) Got my own vendor to do the repair and they dispatched their own vendor just one week later and that outfit ripped out the repair and did their own. Now I am expected to pay for work that not only did I not authorize but I specifically said no to! 3) this is illegal, plain and simple.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 10, 2022/11/04) */ We have reviewed the complaint. We authorized the work as it was deemed needed to be done. There was a leak reported that had to be repaired. We did this in the best interest of the property and the owner. As a property management company we feel we are obligated to do this. Consumer Response /* (3000, 12, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) the repair WAS DONE by a roofing company I chose 2) they ACCIDENTLY sent their roofing company a week later who ripped up the repair MY company did and repaired again 3) my contract with them states ALL work over $300 must be authorized by me, and I said I do NOT authorize and they did it Anyways to the tune of over $3100. 4) breach of contract clearly Business Response /* (4000, 14, 2022/11/07) */ We always act in the best interest of the property and its owner. We did what we had to do to protect the property from further damage. Actually we even rectified a bad repair made earlier by somebody we did not contract. Consumer Response /* (4200, 16, 2022/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) the roof was ALREADY fixed. They even admitted they had a miscommunication with their roof vendor and did not cancel the job, so when their roof vendor came out, they ripped out my vendor's repair, and re-did it. They admitted this is their mistake.

• Initial Complaint

  Date:09/02/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Arrived at the home on Aug 26th. We found bugs crawling on many of the surfaces including the dinning table and a bed. there was food debris in the couch and on the floors. We took photos and sent them via five emails to Casiola. We left and they sent ******** on the 27th. They never called but we received an email letting us know the unit was cleaned and ******** was there but no bugs were found. We returned to the unit at about 1:30am on the 28th. A single rug looked to be vacuumed and one couch was cleaned. Bugs were still crawling everywhere. We took photos with a canon 70D of the insects, food debris on the floor and dried stuff on the fridge door. At this point I requested to speak to a manager. I was send to a man named Knud Gacoms. I asked to gather all parties (me, the manager and terminex. He agreed and said he'd call me back with a time. Upon waiting 4 hours and calling back I was denied the ability to speak with him. I needed to call **** (the online marketplace that made the sale) to get him to call us. He assured us he would call us with a time. That call never came. On our way home we received an email that a second ******** inspection was done and no bugs were found again. I called ******** Corp. There is no work order number on the paperwork we received, and the name on report (Brandon G****** is not in their employee database.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 10, 2022/10/06) */ Guest booked a stay for August 26-August 30. We received a report from the guest on 8/26/22 in the evening about the presence of bugs in the property. Our pest control vendor inspected the unit on 8/27/22 around 1pm. Their report states they did inspect the unit and did not find any bug activity or presence of bugs. There was no problem in the property. The days after the unit was again inspected and no bugs or any activity was found. Our cleaning team was sent to the unit and performed the tasks as requested by the guest on 8/27/22. Consumer Response /* (3000, 12, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response ignores the photographs that were taken at the property, on the night of the 26th with iPhones and the night of the 27th with a DSLR camera. It also fails to address the fact that the meeting that was agreed to by the Casiola manager was not honored. I requested to be there with the manager and the exterminator at the time of the second inspection. We were made aware of the second report on our way home as Casiola dragged their feet and did not meet their 24hours timeline they spoke of earlier. We were not sent the second report but this also ignores the fact that ******** corporate could not verify the employment of the technician on the report and called it highly suspect that the work order information was not filled out. This report could not be verified by ******** corporate office. Regrettably, our trust and ethics have been violated. We will accept nothing les than a full refund.

• Initial Complaint

  Date:07/13/2022

  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.

  April 11, 2022 - I booked a condo through booking.com July 5, 2022 - reservation # RES-******* was paid for totaling $2,494 July 7, 2022 - *********** and Casiola Properties management changed the unit that I reserved for no detailed reason and assigned me to************************** July 10,2022 - I checked into Unit # ** upon arrival to Orlando, FL I took photos of issues such as water damage in the bathroom and a broken light switch July 11, 2022 - I woke up and noticed wet carpet in the hallway as well as the carpet at the threshold of the bedroom and bathroom on the ground floor I submitted a website complaint as is Casiola's process before their office opens. I received an email stating a response will be given within 24 hours. July 12, 2022 - A technician was sent to the unit (I was not present.) who installed large and loud floor fans and a tube to remove the water from the carpet that was funneled into the bathroom shower on the ground floor. I returned to the unit and was told that these fans needed to continue to run until Thursday. I called Cassiola and was told that the units could be turned off if they were too loud; however, there was no resolution to the tube running from the fans nor a complaint about lack of air in an upstairs bedroom. I requested to be moved as well as receive financial compensation. The unit that I was assigned is not inhabitable in this condition.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/15) */ As we have spoken during your stay, I am very sorry for the issues that arose on the 2nd day of your stay with us. As we did offer a new unit for you, that offer was declined by yourself. We provided you 3 options, a one night refund for the inconveniences of the 2 night, to check out with a remainder refund or to move to a new unit. It was stated in a recorded phone call that you did not want to move to a new unit and did not want to check out so we advised you would receive a one night refund. We were very on top of the situation with you, making sure you had choices to choose from. However as I can see you are not happy with the outcome and for that I am sorry. I have shared the emails advising this information.