Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Property description let me believe that there is beach access. The listing says pool with beach entry. The nearest beach access was 1 mile away. I would have booked somewhere else if I had known. They charged a premium price for their property and many more were available for similar prices with actual beach access. I am requesting a partial refund for the efforts involved.

  Business response

  07/29/2024

  We appreciate the opportunity to address the concerns raised by Tim B. regarding his recent stay at one of our properties.
  
  Tim B. has raised concerns about the description of the property, specifically the term "beach entry pool," which he interpreted as implying direct beach access. We would like to clarify that the term "beach entry" is a widely recognized industry term that describes a type of pool with a gradual, sloping entry, designed for ease of access. This term does not imply that the property itself has direct access to the beach.
  
  The listing accurately stated that the property features "2 large community pools with beach entry - perfect for the elderly and toddlers." At no point did the listing claim direct beach access. We strive to ensure all property descriptions are clear and precise to avoid any misunderstandings.
  
  Regarding Tim B.'s request for a partial refund, we maintain that the listing was accurate and transparent. The term "beach entry pool" was used correctly within the context of the property description, and there was no indication that direct beach access was provided.
  
  We value all feedback and take complaints seriously, always aiming to provide a positive experience for our guests. However, given the accuracy of our listing, we do not find a basis for providing a partial refund as requested by Tim B.
  
  Thank you for your attention to this matter. We trust this response clarifies the situation and reaffirms our commitment to clear and honest communication with our guests.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I stayed at The Calypso Resort from 3/21-3/31. It was a terrible experience! Our unit was in disrepair, we had parties going on all night in the unit above ours blasting music and screaming, and the pool was a nightmare with people coming in off the beach taking chairs that should have been for resort guests, having chicken fights in the pool and nearly drowning our kids, and smoking pot in and around the resort area. Then on the last day the pool was shut down because someone POOPED in it!! We complained to the resort HOA, just to be treated as if we were a bother requesting help, and we called the front desk multiple times only to be told to call security ourselves (which was pointless bcs the issues continued). Upon our return home I reached out to Panhandle getaways (requesting at least a partial refund) and received a response from "Desi" stating, "I can completely understand how that would impact your vacation and I would be upset as well. We are not able to give any refunds due to it being at the resort itself and it is outside of the unit itself." This makes ZERO sense. Panhandle getaways rents the units in the resort but bears no responsibility for the resort or the amenities? Then who does???? The resort blames the rental agency and the rental agency blames the resort. The rental agency sells the vacation and took my $4000 which I can never get back - they should be responsible.

  Business response

  04/12/2024

  We appreciate you taking the time to share your experience with us. Your feedback means a lot to us, and we truly appreciate your understanding regarding the crowds during spring break. We completely empathize with your concerns and want you to know that we're constantly striving to enhance our guests' experiences, even during peak times. upon checking into your reservation, we do not see that you had any complaints regarding your stay with the exception of the balcony seat cushions, which we replaced very quickly. Unfortunately, the pool was  closed down on the last day of this guests stay due to circumstances beyond our control. We have already spoken with this guest in length and have offered a return discount on a future stay. 
  Please don't hesitate to reach out if there's anything else we can assist you with. We're here to ensure your future stays with us are nothing short of exceptional.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a reservation on February 17, 2024, our accommodations and our stay were less than desirable. First of many issues was that we never received a welcome packet or permanent wrist bands and had no idea of what was expected during check in, check out or during our stay and received conflicting info from various staff members onsite. *Stay was booked for four nights two of which was spent trying to find suitable parking for our high roof Sprinter. *A very nice representative, tried very hard to help and another person did call after the fact to see if we finally parked. *We were given conflicting info told we could park in front until morning, got upstairs and security said vehicle had to be moved immediately after being tired & on the road several hours to arrive at the property. *After the second day of looking for suitable parking nearby(traveling with my 89 year old mother, for her birthday, who has mobility issues), the arranged parking space was iffy because the representative stated we basically had to look over our shoulder and make sure no one saw us park there, she said she would be in trouble & our vehicle possibly towed if it were suspected we weren't staying there. *Condo had several issues as well, including bathroom plumbing problems, broken window shade covering the best part of the view, patio door was damaged somehow and required he-man strength to open, ceiling fan in living room did not work, internet/cable spotty at best, artificial tree in corner also didn't work. Although we requested maintenance and he finally did arrive, he was unable to fix anything while there. He did adjust the toilet pressure but said the owners would have to have the wall torn out to fix the problem which made it sound like a explosion in the wall when the toilet was flushed. I travel often, regularly staying in various accommodations, disappointed in our stay, and requesting a refund. **Emailed letter to Panhandle getaways on their website. Copied and pasted copy for my records, no response to date. Also requested refund while speaking with representative regarding parking issues shortly after arriving.

  Business response

  04/19/2024

  We appreciate your feedback regarding your recent stay with us. We genuinely apologize for the  issues you encountered during your time here. We understand how frustrating it must have been to deal with parking challenges.
  We want to express our sincere empathy for the inconvenience you experienced. It's disheartening to hear that our communication regarding check-in procedures and parking arrangements fell short of your expectations. Please know that we offered to move you to another accommodation and provided our parking lot as an alternative option for your high roof Sprinter van. We also understand that parking restrictions can vary, and we regret any confusion or inconvenience caused by this.
  We truly value your business and strive to ensure that every guest has a wonderful experience with us. It's disappointing to learn that we missed the mark during your stay. We want to assure you that we take guest concerns seriously and pride ourselves on addressing issues promptly and efficiently. Had we been made aware of the multiple issues you mentioned, we would have taken immediate action to rectify them to the best of our ability.
  As a gesture of goodwill, we would like to extend a repeat guest discount for any future stays with us. Additionally, we can assure you that we will take extra care to select accommodations that can comfortably accommodate your vehicle and meet your needs.
  Once again, we apologize for the inconveniences you faced and appreciate your feedback. Please don't hesitate to reach out to us directly if you have any further concerns. We hope to have the opportunity to welcome you back in the future and provide you with the exceptional experience you deserve.

  Customer response

  04/23/2024

  
  Complaint: 21516469
  
  I am rejecting this response because: they never mentioned the numerous maintenance issues that they were well aware of. Refund requested we did not pay nearly 2k for accommodations that needed maintenance & parking issues. Parking issues were the least of many issues. The parking accommodations that were offered weren't a option at all after being told vehicle maybe towed if "someone recognizes you aren't staying here". Additionally, the property maintenance provider apologized for the condition of the unit just prior to saying wasn't anything he could do regarding the plumbing issues, "property owners will have to have the wall tore down to fix the issue". He also wasn't able to fix the broken sliding glass door, which required he-man strength to open, the ceiling fan, the broken blinds which obstructed the $2k view, the lamp etc. These issues were all relayed to the property manager prior to maintenance being sent over and leaving without fixing anything. In addition to the parking issues which were never resolved, NO maintenance issues were ever resolved and we were never offered another unit, discount or a decent apology even after several voicemail messages and emails being sent. No response. Requesting a refund, did not get what was paid for.
  
  Sincerely,
  
  Oneida ****

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We rented a condo for fall break at Pelican Beach Resort and the entire time we stayed there they were doing construction. It started at 7:30 am and continued until approximately 6:00 pm. We stayed from 10/16 to 10/21. They were replacing the stairwell door across from our unit, stripping the exterior wall, grinding cement walkways, and removed sliding doors and windows. There was constant sheet metal banging , hammer drill, sawing and sledge hammer noise. It was extremely disruptive and would wake us up every morning and continued throughout the day. We couldn’t relax in the room during the day because of the constant loud construction noise. We complained and were told just to go out to the beach during the day. Being elderly we couldn’t spend all day on the beach. Plus you could hear the construction noise on the beach. Being on a fixed income we are limited on the number of vacations we can take each year and this vacation was ruined by all the noise. We complained to the rental company and they gave us a small refund but it wasn’t enough to compensate us for our ruined vacation. This was the first vacation we’ve taken in a few years and it was terrible and left us feeling extremely anxious and nervous.

  Business response

  11/15/2023

  We are very sorry to hear that Mr ****** is not satisfied with the substantial refund we issued him. We will be very happy to issue him a repeat guest discount if he would like to return. He can speak to our Reservations Manager and she will be happy to help with this. Construction hours begin at 9 am and end at 5 and they do not do work on the weekends. We are very sorry that we were not made aware of the construction timeline. We will be looking forward to his call. 

   

   

   

   

  Customer response

  11/16/2023

  
  Complaint: 20797622
  
  I am rejecting this response because:We are in our 70’s and do have health issues which makes it difficult to travel to 

  Florida from Indiana  our children were with us for,this trip and we may not make the trip again  That being said the work that was going on was right outside our door on the stairwell door replacement and with us being the corner room the wall sheeting that was being replaced on the west end of the building was just on the other side of our west wall  and the discount that Panhandle Getaways calls substantial is not nearly substantial as the loud noises and disruption as we experienced  At our age we can’t stay on the beach all day not to mention you could hear the noise out there  In all the years we have traveled this was absolutely the worst trip we have ever taken and no,we are not happy at all with the amount they refunded us  They would say they would get back with us and let us know what they were going to do and repeatedly I would hacall back to find out any information.

   

   

   

   

   

   

   

   

  
  
  Sincerely,
  
  Tim ******

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed in the Grand Panama Tower 2 ** *** from 7/12 - 7/15. Upon entering the unit - we noticed that the couch was so dirty that it could not be sat on - and that it was wet next to the bed. I had initially thought that it was steam cleaned due to a spill. We were offered another unit - but the view we carefully picked to be above the buildings was obstructed, the furniture was awful metal, and moving was a stressor. The couch was cleaned - but unusable for 2 or my 3 day stay as it was wet. Late in the evening of 7/12 - I realized that the carpet was wet due to a leak as it was soppy. I notified management and was told it had been fixed. My text threads ( which I have saved) with Joe that evening show that indeed, management had not been truthful and no one had been there. After the reapirman came - he put towels on the floor and gave me extra in case it got worse!!! The worst part was the smell that grew after the repairman was there! I texted and asked for blankets as we had to sleep in the livingroom on 7/13 ( and, subsequently, 7/14). Even with that notification - no one came with a steam cleaner to remove water from the carp[et or help deal with the smell. Apparently - placing towels on the floor is an acceptable fix! Furthermore - I have consistently gotten a run around about directly speaking to anyone. I have been told I would be called - and have not. I have been assured things were being addressed, a refund was coming ( I have the text), and that I would be contacted - to no avail. Reviewing the BBB - this is common practice. It is not ok. As a resolution - it is only right that I will be awarded a refund of at least $500. I will escalate the issue if needed.

  Business response

  08/08/2023

  We are very sorry to hear that Ms. ***** was not happy with the way we handled her situation. Panhandle Getaways feels like we did everything possible to make this guests stay enjoyable. We offered her the same type room with the same view and she declined. We had the couch steam cleaned as soon as she reported the issue. The wet spot next to the bed was condensation that dripped from vent above due to the AC unit being frozen. Our technician did, in fact report to us that upon entering the unit, the balcony doors were left open and the AC was on. We sent another tech to the unit the same afternoon and when he walked in, the balcony doors were still open and the AC on. He did extract very little water from the carpet and placed towels over the area. Both technicians reported that the unit did not have a smell. They were told at that time to keep patio doors and balcony doors closed and the thermostat set to a proper setting to allow the AC unit to function properly. We did issue a refund due to the trouble of having the couch cleaned during her stay but we do not feel like a $500 refund is feasible. We have texts and correspondence if needed. The guest agreed to the refund while she was in house and also agreed to not leaving a bad review. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked for my refund multiple times from the very beginning of the $325 deposit. They claim it's non refundable because of the policy that says on or before 30 days instead of non refundable period. They try to trick people into buying there travel insurance. They are unprofessional and good luck getting a response from them .

  Business response

  09/23/2022

  This guest booked on 2/12/2022. He has threatened bad reviews and said he was going to go all over social media to tarnish our name. We allowed him to change his dates and location 4 different times. The $325.00 down payment is nonrefundable and this information is disclosed at the time of booking. Mr. ******** signed the VRA on the day of booking. Mr. ******** has filed a chargeback and we are currently in the middle of the dispute right now. We consider this case closed.
  
  CANCELLATION POLICY
  Any cancellation on or before the 30 days prior to the agreed upon check in date shall result in the forfeiture of the $325 initial deposit. We do offer Travel Insurance.
  
  Cancellations within 30 days of the check in date shall result in the forfeiture of all money paid unless trip cancellation insurance has been purchased and it is for a covered reason. Vacation Rental Protection-All questions should be directed to: CSA at 1-866-999-4018.
  
  No refunds for early departures.
  
  
  2/12/2022
  Travis ********

  Customer response

  09/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There wording says all you need to know about the company. All cancellations on or before 30 days will forfeit deposit. Why not say deposit will be forfeited for any cancellation? Its simple to state that if it's your policy. What does 30 days have to do with anything if you lose it no matter what?

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I rented a house 8/27-8/31 for a baby moon. The moment we checked in there were issues with the cleanliness of the house. I called housekeeping to come back. On Monday we both woke up with itchy throats/runny nose. I checked around and the air filter was gross but also molded air vents one being in the primary bedroom. I reached out to the management via email to see what their resolution to the health hazard would be never heard back. I have emailed 3 times, tried calling, requesting a refund because we basically were trapped with this house since they say no refund and it was too last minute to find another home. I'm pregnant and ended up with a sinus infection and it has been difficult with breathing this past week. The company didn't offer to come in to take care of the issue or switch us units. The mold alone is a health hazard and the fact that are not wanting to refund based on a health concern due to the companies lack of cleaning and maintenance is appalling.

  Business response

  09/23/2022

  We are very sorry to hear that Ms. ********* feels that we did not do everything we could to make her stay more enjoyable. We did send housekeeping out to address her concerns during her stay and have compensated her fairly. We consider this case closed and hope that Ms. ********* calls us the next time she wants to come down and we will make sure that everything is perfect.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a family vacation months in advance. The week of arrival I called to request early checkin as it was not peak season and was advised as long as no one was booked the day prior and to check back. They advised if we could not check in early there would be a place to storage our luggage so we could enjoy our first day. Well that was untrue. Upon arrival we spent hours sitting in the lobby area with someone sitting with our bags as there was no where to store. Every time I called they said they would check with house keeping and get back with me. That did not happen. Finally I got ahold of the inspector on the property who advised we could go in and that was around 230. The space was fine. There was a broken chair, the mattress were so worn out and squeaky, the coffee maker did not work, the blow dryer did not work. Moving on. The next morning we all go to the beach and come back for lunch to find no electricity. After calling the management company the maintenance manager came to our door advising that the owner had not paid the bill. Also it could have air up to 2 days to get it back on. Called the management company and advised. After hours and hours of wasting our time to figure it it what we where going to do. They offered another room for the night miles down the road. Or later they found 2 units we could split and stay in. We were told they were beside each other but not the case. We had already gone to the store and purchased food for us but due to all the moving we had to eat out. We mov d for the night into split units. We were told by one person to not worry about moving out early as well here was nothing booked the next day and enjoy the day. So the next morning we did just that got up and carried on. Well we started receiving calls around 10 to remove our stuff from those units. We advised we are out. They kept calling every hour. We got tired of the stress went back to find people in the room throwing our stuff on the floor. There is even more!!!

  Business response

  09/01/2022

  we would like to say that we are very sorry that Ms ***** experienced any issues during her stay. The information about the owner not paying the bill is inaccurate information and we will get to the bottom of whomever passed that information to the guest. We were able to move this guest to two separate units on the same floor to accommodate their party for one night. We sent an inspector up to help them move all of their food to the two units and we also offered to help move their stuff back for them. The guests belongings were still in the unit at noon the following day and we had to get the unit cleaned and inspected for the next check in. (Last minute booking) When we contacted the guest, they were playing miniature golf off the property and did not know when they would be back to the unit so we did have to start gathering up their items in one of the units and placing them in spots around the condo so we could get it cleaned. This guest was given a very generous refund (including their dinner tab for the night they went out to dinner), for their issues and I would also like to state that none of these issues regarding the mattress being squeaky, broken chair or coffee maker were reported until the guest was trying to negotiate a larger refund. We agreed on the refund amount over the phone so it is quite surprising that this case has even been submitted. We do consider this case closed. Thank you.

• Initial Complaint

  08/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We stayed at Sunrise Beach Resort through Panhandle Getaways Aug 10th thru the 15th 2022. On the 14th a huge Cockroach was in our Condo. This bug was every bit 2 to 2 1/2 inches long. I know in Florida they are Palmetto bugs they are the same as a Cockroach and still can carry disease. My husband has ILS which is a lung disease and all they wanted to do was come in and spray. He can not be in contact with sprays like that. They would not refund any money, move us to another building for one night or take this seriously. They would not try to rectify the situation at all and basically made jokes about.

  Business response

  08/15/2022

  This is not an accurate or true statement. The guest checked in on August the 10th, due to check out on the 15th. The guest claimed they saw one palmetto bug in their unit on the afternoon of the 14th. We did apologize and explain to him that they are native to the state and tend to come out a lot more when we have had the amount of heavy rain that we have had over the past couple of weeks. He continually called our office demanding to be refunded for an early departure or to be moved. We DID move him on his last night to Emerald Beach Resort. He has already written a one-star review on google before he departed and promised to leave negative reviews on BBB as well. We have done everything we can do for this guest and it's very unfortunate that the truth was not told in this review. We offered numerous things to this guest that were refused. We do consider this matter closed.

  Customer response

  08/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Panhandle Getaways did offer to come spray the room which was not feasible due to medical issues or leave early with no refund. Eventually yes the finally offered to move us to a different building. Which we did agree to but did incur an additional cleaning fee. We understand that Palmetto bugs are native to Florida and they do get into buildings the issue was that with the medical issues involved and explaining that spraying was not option due to the medical reasons that the only other option was for us to leave. Then 6 hrs later they finally have the option for another building charging an additional cleaning fee. They joked about how big the bug was and it must be a "dinosaur" with no regard to medical issues and why things were "demanded". Regardless if this bug is a resident of Florida or not taking them, yes another building was offered and an additional cleaning fee was paid!

  Business response

  08/16/2022

  Yes, we ended up moving the guest after we found out they were still occupying the room that they stated they were packing up and leaving from at 11 am. We found out they were still in there at 3:15 so there was no chance of getting the room cleaned and re-booked at that point. At no point in our conversations with this guest did we make a joke out of the situation. We appreciate the guest feedback and again, are very sorry for any misunderstanding or inconvenience caused.

*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. ↩