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Business Profile

Real Estates

Pensacola Beach Properties

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/01/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 booked a townhome in Pensacola Beach, FL for Starboard Village unit #322 through this company for July 1st, 2023-July 9th, 2023 on Feb. 17th, 2023 after the owner spoke with this company ok'ing us to book for Saturday July 1st-Sunday July 9th. We received a phone call today 2/28/2023 stating we could not keep our reservation for the Saturday-Sunday from this management company after the owner already approved it. We were told we had to switch to Saturday-Saturday per company policy however the blue Angel airs how is on Saturday, July 8th, 2023 and we did not want to check out on the day of the air show. After 3 phone calls today we were told we could not keep the dates so we could cancel or move our days. We cancelled and now have nowhere to find to rent since that week is popular. So now we are looking at cancelling a wedding here.

    Business Response

    Date: 03/07/2023

    We are truly sorry for the miscommunication and inconvenience this guest experienced. By no means did we intend for this guest to feel misplaced with no option to stay on Pensacola Beach for their dates.  We received our first call from the guest on January 28th, 2023, asking if we had this property available. At the time they called, we did not have this property available through us. We continued to follow up with this guest as the weeks went on, so we could secure their booking and give the guest some peace of mind. The guest was requesting to book Saturday to Sunday; however, when we assumed management of this property, the booking requirements for the summer months automatically apply. If we were to make an exception to this rule by booking the guest Saturday to Sunday,  it would affect the calendar for the remaining portion of the summer which could cost this owner a tremendous amount of money. This rule is quite uniform along the Emerald Coast during peak season. We are truly sorry we couldn't make an exception. After the guest called and booked for Saturday - Sunday, the details of the reservation were reviewed, and miscommunication was discovered regarding the approval for the dates. We offered to keep the guest's reservation with the exception of Saturday night. This conversation took place on 2/28/2023 when the guest then decided to cancel their reservation instead of removing one night. The guests were immediately refunded in full and provided guidance and assistance in searching for other management companies that would accommodate their dates. We truly do care about our guests' experience and do everything we can to contribute to having a great vacation. Again, we are so sorry for any inconvenience and potential views this guest may have of our company, and hope to host this guest in the future!

  • Initial Complaint

    Date:06/15/2022

    Type:Product Issues
    Status:
    Answered
    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 am the husband of Cynthia ******* who made the reservations with Pensacola Beach Properties to rent the unit J-7 at Villas on the Gulf from 9 to 13 June 2022. My wife paid $1,513.72 total. This unit was not properly cleaned and was not inspected thoroughly before occupancy. There was a dead roach on the oven top. The door next to the master bedroom is very dirty. The liners of both showers are dirty. The drain was clogged. The lock of the bathroom does not work. The trash bag was so limited. The wall by the entrance is dirty. It needs a thicker curtain to block sunlight in the living room. There is a musty smell as you walk in. My wife called them about the liners and the clog and it was fixed the following day. This is not a unit to relax. Occupants should not be calling the management about issues. The management should seriously look into renovating and improving this unit. It maybe cheap but this is what we went through. Reality defeated our high expectation - what a shame. The price seems to be overpriced for $221 per day. We request refund of 50%. NOT RECOMMENDED. Don't waste your money, go somewhere else.

    Business Response

    Date: 07/21/2022

    Business Response /* (1000, 5, 2022/06/23) */ We are truly sorry for this guest experience; it is certainly not a Pensacola Beach Properties standard. The guest contacted us the day after checking in and expressed their concerns with an agent. We offered to send pest control; however, the guest declined our offer as they stated there were only a few bugs and they were not alive. We apologized and explained, this was likely a result of the HOA spraying the exterior part of the building during their quarterly pest control. In regard to trash bags, or the lack of we merely supply starter packs of amenities such as trash can liners, toilette paper, dish soap etc. As for the shower liners and clogged drained we addressed these items immediately, we had a property manager to the unit with an hour to provide new liners and unclog the drain. And for the musty smell in the unit, we generally keep our rentals at 78 degrees if the unit is unoccupied. This can sometimes cause a stuffy feel to the unit until the air conditioner is turned down to a desired temperature. We offered to drop off wall diffusers to aid in this smell until the airflow off set it; however, the guest said they already purchased their own. Nevertheless, we still dropped a few off. Lastly, in regard to renovations We represent the owners of these properties, so the style and renovations are entirely out of our control unless something in the unit is not functioning as it is intended. While we suggest ideas for renovations and ways to improve the unit's appeal, these are merely suggestions, we cannot force an owner to renovate their units. This unit appears just as we display it in marketing. Again, we are so sorry for any inconvenience and potential views this guest may have about our company. We truly do care about our guests experience and want to do everything in our power to allow our guests to have a great vacation.

Pensacola Beach Properties is NOT a BBB Accredited Business.

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