Complaints

This profile includes complaints for Emerald Coast Destinations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Emerald Coast Destinations, Inc.

  500 Enterprise Dr. Panama City Beach, FL 32408

• 

  Emerald Coast Destinations, Inc.

  8214 Palm Cove Blvd. Panama City Beach, FL 32408

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:01/03/2025

  Type:Facilities 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.

  Jonathan ********--Emerald Coats Host Our Thanksgiving Trip was the worst we have had in 18 yrs of visiting the Gulf. Condo 2102 in a condensed nutshell: Sand all over each rug, disgusting refrigerator, paint, marker, food rubbed all over walls and furniture like handprints, bedding needed washed before we could sleep, dirty clothes in drawers from previous renters, door handles coming off, light bulbs out, black hairs all over two showers, a full bed in third bedroom instead of two queens, no blankets on bunk beds, no extra blankets, kitchen utensils from dollar tree and barely usable, no can opener or blender, not enough seating in living room, urine all over vanity in one bathroom, leak under kitchen sink, no response back when emailed company. No steps taken to make things right during stay. Run don't walk to another condo. I have been contacting Jon through email and calls since Nov 27, 2024. I was supposed to get a cleaning fee refund bc of the conditions. After multiple weeks and hearing nothing in return I posted a negative review on VRBO (above). All of a sudden I finally hear back from Jon saying that no refund bc of review. I have also been in contact with Kim Min the owner and he takes no responsibility for disgusting condo.

  Business Response

  Date: 01/11/2025

  Thank you for sharing your concerns regarding your stay. We regret that your experience fell short of expectations. While we initially offered a refund of the cleaning fee to address your concerns, this offer was contingent on avoiding a negative review. After you chose to proceed with the review, management decided not to move forward with the refund unless the review was adjusted or removed. We understand your frustration and have outlined this decision in our previous correspondence. As noted in our final confirmation, we advise all guests to report maintenance or check-in issues to our designated phone line to ensure timely assistance. The first call we received from you was on December 4th, near the end of your stay to ask when you will be receiving a refund. Following your departure, our guest relations team has received 16 calls from you during December regarding this matter. Not only did our phone line receive numerous calls, but you also indicated that you would contact every point of communication associated with this unit daily until you received a refund. This included reaching out to the owner, as well as any related emails and phone numbers. Additionally, your review was posted less than a week after you checked out, which does not align with your claim that you waited multiple weeks before posting your negative review.
  

  We appreciate your feedback and will continue working to improve our guest experience.

  Customer Answer

  Date: 01/13/2025

  
  Complaint: 22760543
  
  I am rejecting this response because:

  I have included screenshots of emails and responses by Emerald Coast.  It shows that I emailed them the day we entered the condo, Nov 27.  We also called and text that day because no one was answering the phone. I have also included that the VRBO review was not posted until Dec 17.  That gave you a lot of time to give a refund.  I have had to call others like the owner because Jon at Emerald Coast has not once given me a return call since our reservation.  He cannot even sign his emails because I am guessing he does not want to have anything come back at him. I told him I would remove the review if I ever saw a refund but that of course has never happened.  After looking into his business I see nothing but back reviews everywhere.  I am still waiting on a refund and will continue to contact all those involved.
  
  Sincerely,
  
  Kaydra ****

  Business Response

  Date: 01/28/2025

  After a thorough review with management, we have determined that your request for a refund will not be granted. As shown in the attached image, your review was posted on 12/12 (less than a week after you checked out of the unit), not 12/17, as indicated in your email referencing VRBO’s notification. This discrepancy, along with the overall handling of the situation, has been carefully considered in our decision.
  Furthermore, management has reviewed your actions during this process and found that you deliberately sought out the owner’s contact information to bypass our team, resulting in direct harassment instead of working collaboratively with our staff to address your concerns. This, coupled with the excessive number of phone calls and your repeated threats to continue harassing our staff, has made it clear that further communication would not be productive.
  While we regret that your stay did not meet expectations, our team has made every reasonable effort to assist you both during and after your visit. However, we must now consider this matter closed. All staff have been advised of this decision, and no further communication will be provided regarding your refund request. Thank you for your understanding.

  Customer Answer

  Date: 01/28/2025

  
  Complaint: 22760543
  
  I am rejecting this response because:  I had to reach out to the owner because no one from the Emerald Coast would call me back. I rarely got an email and when I did it was never signed.  If someone has to continue to call and email because the business does not respond there is an issue with the business not the consumer.  I never once heard back from this company by phone. 
  
  Sincerely,
  
  Kaydra ****

• Initial Complaint

  Date:11/12/2024

  Type:Facilities 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 drove 750 miles to stay at this resort for vacation on the beach with family. We are not pleased with the room we got at all. Some of the light switches work at times , and the outlet in the bedroom only half of it works. The ceiling tiles in the bathroom are water stained in which we have a child with asthma that those tiles could have mold and cause her health issues while here in which she does not need nor do we need while on vacation.  There were flashlights for the beach but no batteries for them. We had to go buy toilet paper, paper towels, and dish soap because it was not supplied. We tried using the dishwasher and it doesn’t work.  We had T.V remotes without batteries. Bed frames are loose. The curtain is shredded. The occupancy permit is expired. The screen door in the living room area fell out of its track.  The paint on the walls are damaged and don’t match.  The lightbulb is blown in the bathroom.Ceiling tiles in the kitchen are raised up and runs the cabinet above the microwave. The water was turned off on us when we had 2 people in the shower with soap in there hair and no  notification was sent to anyone about it which would’ve been helpful. We tried contacting the manager with no response. The internet isn’t working in a bedroom. All we want is our full refund back and this is a dump.

  Business Response

  Date: 11/19/2024

  Thank you for sharing your concerns. We want all our guests to have a great experience, and we’re always ready to address any issues brought to our attention during a stay. After looking into our records, we didn’t receive any notifications through our guest relations line about concerns other than the dishwasher issue. Unfortunately, there was an unexpected water shutoff at the resort that delayed our ability to fix the dishwasher promptly. This was out of our control, and we know how frustrating it must have been—especially since it caused an inconvenience while you were using the shower. We regret hearing about the other issues you mentioned, like the bed frame, curtains, and ceiling. If we had known about them, we could have addressed them during your stay. We always encourage guests to let us know as soon as possible about any problems so we can help resolve them quickly. Regarding the certificate you mentioned, inspections for rental properties in Panama City Beach are done on a rotating schedule, and all properties share the same expiration date. It takes time for the inspection office to update certificates for every property, but the inspections are regularly scheduled. We also want to clarify that our rental agreement specifies that we provide starter supplies like toilet paper, paper towels, and soap. Once those are used, guests are responsible for purchasing any additional supplies they might need. This is outlined in the information provided before check-in. As for your request for a full refund, we don’t believe it’s reasonable given that you stayed for the entire reservation, and the only issue you reported to us was the dishwasher to our guest relations team. We would have gladly helped address any other concerns if we’d been made aware of them during your stay.

• Initial Complaint

  Date:09/30/2024

  Type:Facilities 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.

  This condo was so dirty and filled with mildew and black mold it was unbelievable. Multiple calls and a dozen emails had no effect. This company knows these units are filthy so they demand email only correspondence, that way they can ignore your urgent concerns and simply wait you out until you depart for home. I will NEVER stay here again because of the unprofessional service and non existent customer service we received. It was insulting. I have over 2 dozen pics of the mold in this place and it made my kids sick. They did absolutely nothing to remedy the situation and kept telling us to email different people. I came here be a I am tired of emailing these fools. Hopefully someone reading this will take heed and avoid renting from this group. We were in room 2103 during the last week of September. Terrible experience.

  Business Response

  Date: 10/13/2024

  We would also like to clarify that you were actively staying in our unit at the time of filing this complaint. Our team promptly addressed each complaint as it was received, ensuring that assistance was provided in a timely and professional manner. If there are any outstanding issues that you believe were not sufficiently resolved, we welcome further details to evaluate and address them appropriately.

  Customer Answer

  Date: 10/15/2024

  
  Complaint: 22360529
  
  I am rejecting this response because it is untimely and is not nearly enough explanation for the condition of the unit. One (1) maintenance person was dispatched and spent approximately four minutes inside the unit, accomplishing nothing. The unusable moldy pillows on the bed remained inside and were not replaced with suitable ones. All the broken appliances and furniture were untouched. We weren’t given the opportunity to move to a different unit, nor were we offered even so much as an apology. If I receive another unhelpful response I will escalate this complaint with the evidence to the Florida DBPR. 

  
  Sincerely,
  
  Brian ******

  Business Response

  Date: 10/22/2024

  We sincerely regret that our previous response did not fully address your concerns. Our records indicate that we received your initial complaint via phone on September 30th, a few days into your reservation, which included your request to be moved due to issues with the pillowcases and washing machine. At that time, there was no mention of broken appliances or furniture. We dispatched maintenance to address the issues you raised; However, within three hours of dispatching maintenance, your dispute was filed for $1,800 before our team could address your concerns. This amount is significantly higher than your total reservation charge of $1,622.68, and we are uncertain about the basis for this figure. Additionally, our housekeeping and maintenance team did not detect any mold or notable issues during their visits prior to your arrival and during any workorders. Our maintenance observed that you were actively using the washing machine, despite your earlier claim of not using it due to alleged mold. Our maintenance team ran a wash cycle with a cleaner to eliminate any possible concerns. Following our interaction on September 30th, we did not receive any further communication from you with our guest relations team. We’ve attached your reservation details, including the amount charged, dates, and location along with the workorder performed for the washer and overall assessment. If you could provide the images you referenced, we would be more than willing to review them and address your concerns further. Thank you for your understanding.

  Customer Answer

  Date: 10/23/2024

  
  Complaint: 22360529
  
  I am rejecting this response because:
  
  Complaint: 22360529
  I am rejecting this response because:
  See photos. We called the moment we entered this condo because of the smell. We were directed to email someone (they said email only correspondence) and we didn’t get a response until we had been there for a while. The picture of the washing machine was taken after the “cleaning” was done. Anyone with a nose could smell the mold that was present. We asked to be relocated and never received a reply. It was as if we were emailing a robot who never addressed our problems. 
  
  
  The $1800 figure was in error, but I am happy to know that YOU know how much we paid to stay in his mold and mildew palace. That trip hazard rug almost killed my aunt, too. The resort itself is okay. It’s the units managed by you that I am concerned with. These replies stating there is no mold or mildew smell in the unit are beyond ridiculous, especially when you can see the yellowed mildew smelling shower curtain, the washer and the HVAC leaks. The dishwasher is the appliance that did not work properly until a member of our party repaired it after it became clear we were not going to receive a response or be relocated. Terrible experience, and the responses here just make it worse. 
  Sincerely,
  
  
  Brian ******
  

• Initial Complaint

  Date:09/19/2024

  Type:Facilities 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.

  Property: 3397914 Unit ID: 3971042 Arrive: Jul 27, 2024 Depart: Aug 3, 2024 Nights: 7 Guests: 2 adults, 3 children We booked a 2 bedroom Condo at ***** **** **** ****** *****, Panama City Beach FL, with the excitement of enjoying the beautiful Emerald Coast. The Unit as we entered was at first glance what we expected and booked online, after being there and settling in for the week we realized we had booked a nightmare week. ECPCB management did send out two maintenance men to repair the machine, but with no resolve to fix the machine they had to order a part. The ECPCB did not feel it necessary to move our family or bring in a new washing machine. They did offer apology after apology - anonymously written. Nobody at wants to put their name on anything. Honestly I can't blame them. These apologies did not help with purchasing new towels and washcloths, it did not help with the time we had to invest in going to the laundromat to clean our clothing and bath linen. Each visit to laundromat took 2 hours and than to get back to the Unit and put things away. This took valuable time away from my vacation. Time I will never get back! The washing machine being broken caused so much stress and arguments the vacation was not relaxing it was work and disagreements hurt feelings ECPCB put my family in a situation that was demeaning and unsanitary. The final blow was the maintenance man returned 3 days later with the part and he was still unable to repair the machine. Said he needed to order another part and that it would be another 3 days. Well, that did not help our situation. He again offered an apology as he saw our mountain of towels and clothes to be washed. Each time the maintenance man came out they were there for 2 - 3 hours taking out our days. ECPCB still did not reach out to help with the situation we found ourselves in. Host: Emerald Coast Destinations

  Business Response

  Date: 09/30/2024

  Once we were notified of the issue with the washer, we immediately dispatched maintenance to resolve the problem. The required part, unfortunately, was not immediately available, and despite our team's best efforts, additional time was needed to complete the repair. We understand how this inconvenience impacted your stay. While alternative solutions, such as relocation, were not feasible at the time, we remained committed to addressing the issue to minimize disruption.

  Customer Answer

  Date: 09/30/2024

  
  Complaint: 22310312
  
  I am rejecting this response because: We incurred monetary losses due to purchases of clothing / swimsuits and linen for the stay and laundering expenses. The managers (Rebecca) failed to provide a working unit as advertised via VRBO they had adequate time to ensure the unit was in working order prior to our arrival (Management ( Rebecca) this is your job /responsibility) it was broken when we arrived, we never used it once. We booked this unit based off the clearly stated information that this unit had a working washing machine, our daughter has an extreme Autoimmune Health Diagnosis that requires, bathing and washing multiple times a day. Rebecca in previous emails asked for negotiations for monetary reimbursement and then stopped emailing me after the request, refusing to continue conversation she started. Managers could have refunded us and we could have went to another location to stay, you could have purchased a new washing machine they are not that expensive. The charges incurred with the repair men visiting could have paid for a new machine, which intruded on our vacation. 

   

  Email from Rebecca : 

  Rebecca Caldwell<*********************>
  
  9/19/2024 1:18 PM
  
  
  To  Kimberly
  
  I do care, but also feel that you are asking for an unreasonable amount. That is not rude or condescending nor does it imply I don’t care. I sent to you the amount that we thought was fair and you’re unsatisfied. I then asked you what would be more reasonable than the amount you’re requesting. You can call it negotiating or whatever you would like. We are at what seems to be an impasse. 
  

  
  
  
  Rebecca C.
  ECDI | Property Management
  w: www.emeraldcoastpcb.com | e: *********************
  
  

  
  Sincerely,
  
  Kimberly ******

  Business Response

  Date: 10/13/2024

  We understand your concerns. Our property manager provided what we believed was a reasonable compensation based on the information presented to us. Could you clarify how much compensation you feel is fair and why the initial offer wasn’t sufficient?

  Customer Answer

  Date: 10/22/2024

  Good afternoon.  I appreciate the time to give you feed back as to why the initial offer was rejected. I was asked to "negotiate"  than I was dismissed, The sum of  $550.00 which covers the cost of the laundering and cost of linen (bathing towels wash cloths and hand towels)  and clothing we had to purchase for our stay due to the washing machine being broken. That is fair for our family, that will make us whole and not having a monetary loss. 

  Regards 

  Kimberly ******

   

   

  Complaint: 22310312
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kimberly ******

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 rented a vacation home for the week of June 22-29 2024. On July 17th, I emailed them because we had not received our $750.00 security deposit. I was informed it would be returned to our credit card after 2 weeks. I am now in the month of September and have still not received my security deposit. I emailed them on July 17th, July 29th, Aug 12 and September 6th. I have also made phone contact on at least 3 occasions. I was told our security deposit was mailed to us on Aug. 12th, after not receiving it, I emailed again was told it would be mailed the week of September 2nd and we would receive a tracking number. After not hearing from them, I emailed again on Sept. 5th and was given the response that it was mailed on Sept. 3rd, but no tracking information was given. I have all of my email correspondences as well as emails about security deposit when we booked the vacation.

• Initial Complaint

  Date:07/31/2024

  Type:Facilities 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 a vacation rental property through Emerald Coast Destinations, Inc (EDCI). The property booked was The ****** 1111 from June 29, 2024, to July 6, 2024. I arrived on June 29, 2024, to find the unit covered in mold. The ceiling in the hallway and the walls in the bathroom and laundry were all covered in mold and the unit smelled awful. I immediately called EDCI to inform them of the condition of the unit. They sent out a housekeeper to clean the mold. She was unable to clean it because of the amount of mold. When I called back the same day they informed me they would send maintenance out to look at the unit, however, maintenance did not show up that day. I called again on Sunday, June 30, to inquire about maintenance and they informed me maintenance would be out that day. Maintainance never showed up. I called again on Monday, July 1, and was told maintenance would be out that day. Again maintenance did not show up. I called again on Tuesday, July 4. Same response and the same result. I called again on Wednesday, July 3, and finally, maintenance showed up that day. When maintenance showed up from EDCI, they informed me there was a water leak and that he would scrub the mold. The room was bleached from top to bottom, yet still smelled like mold. Nothing was done to resolve the water leak. On Friday, July 5, 2024, I was lying in bed listening to water drip from the ceiling in the bathroom onto the floor because of a water leak that was not resolved. The plaster from the ceiling in the bathroom started to fall. I called emergency maintenance at the ****** and they showed up and told me there was nothing they could do. I spent an entire week in a mold-infested room. Me and my travel companions came back with respiratory illnesses. I have reached out to EDCI several times via email, however they have stopped responding to my messages. I am requesting a refund for my stay being that the conditions of the room were so bad.

  Business Response

  Date: 08/12/2024

  We apologize for the issues you faced at The ****** 1111. Upon your arrival on June 29, 2024, we were informed of the mold problem and immediately sent housekeeping to address it. Due to the way mold is treated, it takes several days to allow the ceiling to dry between treatments, so the problem could not be resolved immediately. It is important to note that the mold was caused by the windows and/or sliding doors being kept open, allowing humidity to enter and form mold. We promptly offered to relocate you to a different unit at another resort, but you declined and insisted on staying in the original unit. Our team made several visits to the unit to provide as much help as we could during your stay, both when you were present and when you were not. Despite our continuous efforts to address the mold, the situation required several days for the areas to dry properly before further treatment could be applied. This unfortunately delayed the resolution. We must clarify that our offer to relocate you was made to resolve the situation promptly and ensure your comfort. Since you chose to stay in the unit despite our offer, we cannot provide compensation for the stay. Additionally, our staff reported being subjected to screaming and profanity, which hindered our ability to assist effectively. We have attached images of the unit after our housekeeping cleaned the ceiling in preparation for the treatments.

  Business Response

  Date: 08/26/2024

  We regret the inconvenience you experienced during your stay. Our team responded promptly on the same day and maintained continuous communication, including offering an alternative unit, which you declined. We addressed your concerns to the best of our ability throughout your stay. According to our records, we spoke with you on the phone four times on June 29th (at 5:00PM, 5:20PM, 7:30PM, and 9:30PM) , including once to inform you that our team was on their way to start treating the ceiling (5:20PM). We also communicated by phone three times on July 1st (at 9:20AM, 9:30AM, and 1:40PM), once on July 3rd (9:30AM), and again on July 6th (9:00AM). During this time our team was actively addressing your concerns in the unit.

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 22067589
  
  I am rejecting this response because your team did not promptly respond to my communication.  The day I arrived a house keeper was sent out whom did not clean the ceiling. The ceiling was not cleaned until July 3, 2024 when maintenance was sent out after I had to get ugly with customer service on the phone.  Additionally, on June 29, 2024 when I arrived, I was told maintenance would be out that same day to look at the problem.  They did not show up on June 29.  When I called again June 30, I was told they would come out that day. Again maintenance did not show.  I called again on July 1 and was told the same thing and maintenance did not show up until I called back on July 3.  The response to my issues were NOT addressed for 5 days during my stay.  On the first day when the housekeeper came out, she called her supervisor and put that person on the phone because the maid was unable to communicate with me. The supervisor informed me that the job was too much and that they would clean as much as they could. I communicated this to ECDI and was assured maintenance would come out (June 29) only to be left for 5 days with out resolution. 

  Furthermore, as I communicate over the phone, the trip was a group trip booked at this particular resort because it was planned with several other parties.  Moving 30 minutes down the beach was not an option for us as we had planed this trip as a group. So the alternative I was offered was NOT an acceptable alternative as I communicated over the phone several times.  At this point, I want financial compensation for my stay.  I would have resolved this directly with the company however they stopped responding to my emails. 
  
  Sincerely,
  
  Abbie ****

• Initial Complaint

  Date:07/25/2024

  Type:Facilities 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 Edgewater Beach Resort the owner of the condo is ******** ****. Dates from July 13-July 20 yet our family of 4 left on the 18th after seeing the roaches. We have had many concerns and very disappointed in this unit. First off we have found 2 large roaches. The outlets in the unit are not secure and kept shorting out in every room and that’s if they even worked at all. . No lights in any of the bedrooms, t.v. in the master did not work. Ceiling pieces missing, not in the frame, walls terrible shape, dry rot throughout the entire condo, the curtains in the second room are ripped and held together with zip ties and both beds in the 3rd room have headboards that aren’t attached to the bed therefore fall over and can hit your head as you sleep. The dust under the refrigerator filter was caked with dirt and dust. Under the sink cabinets was a leak and mold. We paid over 5000$ for this unit and it was not normal wear and tear from the beach.

  Business Response

  Date: 07/30/2024

  We acknowledge the concerns you raised regarding your stay in our unit. We offered a $500 compensation for the inconveniences, which we believe was fair, especially since you occupied the unit for the entire duration of your stay. Subsequently you refused our offer for compensation. Please see attached correspondence. 

  Customer Answer

  Date: 07/30/2024

  I responded to the company when they said 500 could be refunded, that just isn’t going to work because we paid 5000 and left Thursday evening when our vacation wasn’t over until Saturday.  They responded  that they were trying to work with me but will have to answer reviews now instead. Then I said that if that is the only compensation then send it  but I will still post my reviews because people have the right to know what they are getting vs. what they paid for.  I never heard back.

  Business Response

  Date: 07/31/2024

  We understand your concerns and frustrations. We were only informed of the issues on July 18th at 9:00 PM, after you had stayed in the unit for six of the seven nights you reserved, with a check-in date of July 13th and a check-out date of July 20th. You also informed us that you would be leaving the unit on Friday morning, not Thursday. We promptly offered $500 as a refund, reflecting the nightly rate for the unit you booked. To which, you swiftly declined.
  
  We provide a phone number and email for any maintenance or cleaning concerns. Had we been notified earlier, we could have provided alternative accommodations to resolve these issues. We believe our offer was fair and reasonable given the nights you occupied the unit and the lack of prior communication of any issues that occurred in the unit. 

  Customer Answer

  Date: 07/31/2024

  
  Complaint: 22043349
  
  I am rejecting this response because: we actually left Thursday and we were not due to leave until Saturday. We spent most of our time outside out of the room. The things that need repairs or fixed would require the unit to be out of commission for months. There is no cleaning that could have made it better only gutting and redoing  the entire condo. 
  
  Sincerely,
  
  Kelly *********

  Business Response

  Date: 08/13/2024

  We would like to clarify that the total amount charged for your stay was $4,628.48, as reflected on the attached reservation page. The requested compensation for this complaint far surpasses the amount paid for this reservation. Additionally, we have attached the email you sent us, in which you stated that you would be leaving on Friday morning, not Thursday. We also understand that you paid a service fee to VRBO, which is not included in your reservation charges. Please note that this fee is collected by VRBO directly and not by us, so we are unable to consider reimbursement for a fee collected by another entity.

  Customer Answer

  Date: 08/13/2024

  
  Complaint: 22043349
  
  I am rejecting this response because: yes it was stated that we were leaving Friday but we gathered our things after finding another roach and left Thursday evening. Regarding the fee, 5000 or 4000  the room should be pristine and minimal wear and tear. Still think an amount of 500 is not acceptable. 
  
  Sincerely,
  
  Kelly *********

• Initial Complaint

  Date:07/19/2024

  Type:Facilities 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.

  We arrived to Unit 4 1203 at **** ***** ****** 6/29 and upon arrival we realized the unit was not in the shape that the pictures listed on the site represented. There was water coming up through the floor in areas, damaged/peeling doors, one of the sinks didn't work had to keep the water shut off so it wouldn't leak, dryer ruined multiple pieces of clothing, couch was ripped, exposed outlet in the floor, no parking some days(which we paid for parking), condo switch after paying deposit. These are just a few complaints. I tried calling and emailing upon arrival and never got a returned call from anyone. I did receive an email saying we have forwarded this over to maintenance. I sent them pics of our concerns as well. I have emailed back and forth with booking agency and all I got was "I do apologize for these minor issues that you were a little disappointed with." and they offered $300 refund for me to take my review down. Which was not a fair amount. I counter offered for $1067. That would be 2 nights, the parking pass, and damage waiver returned and they said no sorry. If we would have know the condition we would have looked at other options especially for that price. We originally booked a condo through them on 1/11 and paid the deposit, which is exactly what we needed sleeping wise but on 2/6 they told us the condo will not be available now and we had to pick another condo. I have asked to speak with the condo owner directly but they are no longer replying to my emails.

  Business Response

  Date: 07/29/2024

  We offered a $300 refund as compensation for the inconveniences you experienced. This amount was determined based on the unit being occupied for the entirety of your stay, despite the issues. We believe this is a fair resolution given the circumstances. Regarding the communication issues, the reason for the cessation of communication was due to the nature of the conversation and your request to speak directly with the condo owner. Unfortunately, we cannot disclose owner information due to our privacy policies. The change in your original booking was due to unforeseen issues, which occasionally render units unavailable. We strive to offer suitable alternatives for the units originally booked. 

  Customer Answer

  Date: 07/29/2024

  
  Complaint: 22014037
  
  I am rejecting this response because: I understand that there was a $300 offer for me to reconsider my review. $300 is not a fair compensation for the condition of the condo especially as my review was truthful. The parking for the week was $40.00, asking for that refund considering we had to park 3 lots down due condo allowing visitors. $89.00 for the Damage waiver, this is because it's obvious that damages don't get fixed. I called and emailed on damages over a unworking and leaking sink, along with water in the floor and never got a returned phone call and no one showed up to check the issue.   $ 938 for 2 nights, as there were 2 families so that one night for each family. I am not asking for any of the cleaning fees back even though we did have to go in and resweep the floors. And re-wipe the mirrors. Which has never been an issue I had, it's the beach there will be sand.  Our total was $4232 for the week so I don't think us asking $1067 is unreasonable. We also probably had $100 in damaged clothing from the dryer. Your pictures are not even updated and current on the listing. Both bedroom suites are different, headboards aren't even attached just leaning against the wall. Seems like a bit of false advertising. The communication I feel has been short and rude while trying to resolve the issue. I understand you may not be able to give me the owner information, but you can give Dr. ********** my information.  And I also find it funny that my review has not been posted to Emerald Coast Destinations page. 
  
  Sincerely,
  
  Amber *******

  Business Response

  Date: 08/12/2024

  While we believe our offer of $300 was reasonable based on our assessment, we are unable to accommodate the requested refund of $1,067. We appreciate your understanding and cooperation.

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22014037
  
  I am rejecting this response because: I am not sure of how you think the $300 is a fair amount, but we are willing to settle for $700. That would be both of us giving in on what we think is fair. I hope we can get this taken care of in a timely manner. Also, I would love for you to give the owner my contact information. I would love to speak with him directly. 
  
  Sincerely,
  
  Amber *******

  Business Response

  Date: 08/12/2024

  Thank you for your response. After careful consideration, we must respectfully stand by our original offer of $300, which we believe is fair given the circumstances. Regarding your request to speak with the owner directly, please be advised that all communications and negotiations are handled through our management team.

  Customer Answer

  Date: 08/13/2024

  
  Complaint: 22014037
  
  I am rejecting this response because: I do NOT feel this is a fair offer and after speaking with other condo owners, 1 owns one at LBR along with 10 other condos in PCB, they do not feel it is a fair offer. I have filed a complaint with the general attorney's office for false advertising and not willing to negotiate. I was simply wanting to speak with the owner because since it is managed and operated by ECD he may not even know the condition of his condo. I am also in communication with Google. It is against their terms and conditions to offer something in regards to taking a review down.  
  
  Sincerely,
  
  Amber *******

• Initial Complaint

  Date:06/18/2024

  Type:Facilities 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 check in Saturday afternoon to Unit 302 at The Boardwalk Condo and we realized later into the evening that the lock on the door does not work. No need for a door code. Anytime we leave someone has to stay in the unit otherwise anyone can help themselves to our stuff. I called the emergency number for maintenance for the door and the fact that I asked them before final payment if the shower leak and lights in the master bath had been fixed. I was assured that both problems were fixed. In addition to the door both items are not fixed and there is mold growing on the floor outside the shower in the master bathroom. The room with the toilet, tub and shower is so dimly lit because only half of the lights work. I have videos of each issue.

  Business Response

  Date: 06/18/2024

  We sincerely apologize for the inconvenience you've experienced. According to our records, our team promptly addressed the issues, spending over an hour fixing them. They found no issues with the door lock. Additionally, this complaint was on the third day of the reservation (June 17th) and was filed prior to the issues being reported to us (June 18th, today). Based on the information provided we will not be providing compensation at this time. Please see attached documents for reference. 

• Initial Complaint

  Date:05/28/2024

  Type:Facilities 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.

  ECDI Reservation #TWJ-0111-050124 Monday, March 18, 2024 The condo was nice, a little worn as most rental are, but nice. Good location one floor up so you didn't need to wait for elevators. The resort was well kept and secure with easy access to the garage and check-in was easy. I drove 18 hours to get there because of the air show going on that week. I paid the big money so I could watch it from my ocean front balcony. First thing I did upon arrival is attempted to open the balcony door. It would not open. Yes I did unlock it. I called and reported it to the rental company. They said they would get their repair crew on it. Every day I contacted them and they said the same thing. It never got fixed my whole vacation. Late on the 3rd day, the other half of my vacation party arrived. It took me and the other man to force it open. Not very practical to use 2 men every time you wanted to access your balcony. So, we had to leave it open enough to squeeze through, which meant that we could not run the air conditioning. I told them I felt some compensation was in order. I've heard nothing from them.Stay away from this rental company. Once they have your money, they could care less about you. I requested some compensation, they are not returning my emails.

  Business Response

  Date: 06/05/2024

  Thank you for your feedback. We're sorry for the inconvenience with the balcony door. Our maintenance team assessed the door but found no issue. The sliding doors are designed for security and efficiency. We regret any inconvenience you experienced. To further assist, could you please provide any communication you had with us regarding your compensation request and the issue you are reporting? This will help us address your concerns promptly.