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:05/07/2024

  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.

  Booked the Marisol property via **** for spring break (3/30/24-4/6/24). Arrived on the 30th as planned. Checked into the condo okay. Immediately found that their listing description was not accurate, as it included a bunkbed in one of the rooms. The photos online and the written description included it. There was no bunkbed. I specifically booked this unit because of the bunkbed and ability to sleep 4 people in one room (it met our groups needs perfectly). I reached out the ECDI immediately, per their instructions. Received zero response. Followed up after the stay. zero response. Reached out to **** for assistance. They looked at the listing and agreed with me, in writing, about the inaccuracies. They tried to reach out to ECDI. Zero response. Very unhappy, as this completely changed our trip. Two girls had to sleep on the fold out in the living room, which meant that we mom's no had to hide in our bedrooms and tiptoe around all week since there were now kids sleeping in the living room, which really detracted from the trip. When we got home, I followed up again - asking for a partial refund (which was fair since we did actually stay there for the week). Received no response. I've waited a full month to leave any negative reviews or write this BBB complaint. Still zero communication. ECDI also has not responded to ****'s emails about the inaccurate listing.

  Business Response

  Date: 05/20/2024

  Thank you for your detailed feedback and for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced due to the inaccurate listing for one of our properties. Unfortunately, the unit's layout was changed just prior to your stay, and we were not informed in time to update our website and listings accordingly. Under normal circumstances, we update our listings as soon as we are aware of any changes to ensure our guests have the most accurate information. Our units are individually owned, and at times, their layouts may change. Additionally, updates to local fire ordinances may require certain changes to accommodate safety regulations for rental units. While we understand your request is for a full refund, we are unable to provide that. However, we would like to offer a $150.00 refund as a gesture of goodwill for the inconvenience caused. We hope to have the opportunity to better serve you in the future.

  Customer Answer

  Date: 05/20/2024

  
  Complaint: 21677032
  
  I am rejecting this response because:

  I don't believe it is true.  I took the attached screenshot today (5/20/24) and it still shows the bunkbed in the listing.  While I do understand that individual owners can make changes to the units, the company was aware of this change when I first called them the day we arrived.  The woman I spoke to who answered their phones did know about it. While she couldn't actually do anything to assist (she advised me to email them instead - which I did immediately),  she did take the time to argue with me about the listing and claimed that the bunkbed was not included in it.  Obviously, this was not true (which is not contested by the company now) and I was able to provide screenshots of the listing information clearly showing the written description and photo about the bunkbed in the listing.  This has been previously supplied to back up my claim here. However, regardless of that, this clearly points out that they did in fact know about the inaccurate listing at that time and prior to our stay.  Further, the listing problem is still uncorrected as of today, meaning that others may experience the same issue in the future.

  All that being said, I believe that I was fair in my settlement request.  I only asked that the rental fee to be refunded.  This amounts to $1883 of the total $3313.88 I paid. I've not asked for the parking, booking or cleaning fees to be refunded, since we did stay there.  Their offer of $150 is unacceptable and does not adequately compensate me for the issues we experienced as a result of their errors.  Again, I need to make it very clear, I would have not booked this unit had the listing  been accurate.  We specifically choose this unit and business because of the bunkbed.  I realize that this might not have been as big of deal for some travelers, but it was a huge issue for us.  Not having the bunkbed completely changed our ability to utilize the entire unit the way that we  had planned on because of the listing information.  However, all this being said, just to be done with this, I would accept a refund of 1/2 of the rental fee ($941.50).  

  Thank you for your assistance in resoloving this issue.  I appreciate the work that you do.

  Sincerely,
  

  Tracy ******

  Business Response

  Date: 05/20/2024

  We carefully considered your initial request and the information surrounding the incident. After thorough review, we arrived at the amount of $150 for compensation. Unfortunately, we are not able to provide the amount you are requesting. This decision is based on details such as everyone in the party having accommodations for sleep without outside enhancements and that the party was able to occupy the unit for the entirety of the booking. Additionally, we have submitted a request to our team to have the details section of the listing updated to remove the bunk bed from the list of available beds.

  We sincerely appreciate your feedback, and we are always looking for ways to improve. We will use this feedback to provide further training for our team. We appreciate your understanding.

  Customer Answer

  Date: 05/21/2024

  
  Complaint: 21677032
  
  I am rejecting this response because:

  $150 is not reasonable given the error was 100% yours, which you do not deny.  Your error caused us significant problems.  We did stay there, but what would our options have really been? Would you suggest that we should have driven all the way back to Michigan? There were no alternate accommodations available, as it was Spring Break in PCB.  Further, if I had elected to leave, I would have still been in this same situation since you would likely have then claimed that I "cancelled" or "no showed" on the reservation and charged me the full amount. Aside from that, I contacted you immediately upon checking in about the problem, requesting your help at that time with zero response.  In fact, I received no response from you, nor did ****, until I used this BBB complaint.  I have offered a reasonable settlement amount that I would be satisfied with, but you're $150 offer is insulting.  We had a contract. You would supply the amenities shown in the listing for the amount that I paid.  You did not.  A feature that was key to our decision to rent this unit, the bunk bed, was not present.  There is a big difference between two unrelated people sleeping in bunk beds in a bedroom, and them sleeping together on a fold out couch in the middle of the living space.  I would again ask you to own you're error and offer a reasonable refund amount given the amount I spent on this rental.  

  Sincerely,
  
  Tracy ******

• Initial Complaint

  Date:10/02/2022

  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.

  October 1st, paid the business $2105.81 to stay in a condo at a resort for a week. On check in night, my daughter discovered bed bugs in the bed she was staying in. I contacted room management and was transfered to many property management personnel and none of them have offered a resolution. We are not staying at the condo due to the public health pest that is in it and yet they are unwilling to reimburse me or compensate me.

• Initial Complaint

  Date:07/08/2022

  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.

  I have paid in full over $1700 for a weeks vacation august 27- September 3. Cancellation policy clearly states if I cancel within 30 days of my trip I forfeit all my money, if I cancel more than 30 days out i forfeit my $300 deposit. Upon trying to cancel for personal reasons approximately 2 months before my vacation I am being denied and told I will get NO REFUND. This is fraud and theft. I'm following the policy, the company is not. I have reached out to them numerous times, each time met with extremely rude responses offering no resolution to my problem.