ComplaintsforPensacola Beach Properties

• Initial Complaint

  03/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a condo la Bahia 123 dates 12/23 to 1/23. At the time I viewed the condo on vrbo as well as pensacola beach properties it made no mention of being under construction or being 14 steps up advertised as first floor. Upon arrival I communicated with office of our difficulty with 14 steps as advertised as first level as well no mention of being in the middle of a construction zone and sharing the one walkway with roofers. As well we found black mold in bathroom dirty floors the unit was wet to the touch I was drying bedding and covering couch with towels to sit on it. We were there for birth of grandson as son is military active duty. As well front door was broken and did not lock regularly. At no time was I offered another location I was informed someone would come by to look at unit. That never happened. After 7 days of no resolution I gave them through the holidays and several days at my sons home we vacated the property as we could stay no longer we felt unsafe due to door not locking. The steps were a hazard for me as recent knee surgery and it was not safe dodging roofing materials being thrown from roof not to mention noise workers and roof materials every where. It was communicated to me I would be refunded my 2400.00 by the office staff. Since then I received an email advising me my refund will be 822.00. I feel I was subject to false advertising. They now have updated their advertising to say under construction but still say first leve. This is semantics 14 steps for a 69 yr old is important information. The pictures on line do not reflect how the condo looks today. So they are dated. I appreciate your help in this matter. ******* ********

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/11) */ We received a call from this guest on 1/1 regarding their concern with the unit being wet. We sent a property manager to address their concern and he deemed the unit to just be cold, the unit was not wet. At this time the guest did not mention any further concerns. We received a follow up email from the guest on 1/4 regarding additional concerns with the unit, as mentioned in this thread. In this email the guest made it clear that they did not want anyone to come into the unit and address the concerns. The email appeared to be more of an FYI, as they were going to be leaving on 1/6. They made it clear they did not want anyone to investigate their concerns until after they vacated the unit. Upon check out we addressed their concerns and were able to provide solutions to most, other than the HOA ongoing construction and the 14 steps leading up to the front door. Our marketing clearly displays photo's which show steps leading to the front door, in fact this entire complex is on stilts - it would be impossible to enter the home without the stairs. We apologize for the confusion regarding this matter; however, we feel the photo's display the entryway properly. As for the construction not being advertised this is certainly not a Pensacola Beach Properties standard. We have since updated are marketing to include this important blurb. Given the construction we agreed to compensate the guest 30 % of rent for the nights stayed, 12/23 - 1/7. We also refunded 50 % of the cleaning fee due to the floors not being pristine. In addition to this we offered to refund the guest for any nights we were able to rebook on the cancelled dates - which we did. We feel we were more than generous with compensation as the guest did not give us the opportunity to address their concerns while they were in the unit. If the guest has given us the opportunity to address their concerns and continue hosting their stay we could have certainly done more. Consumer Response /* (3000, 7, 2022/02/11) */ I have reviewed the response and of course we do not agree. Property manager never came by to my knowledge and if so did with out my knowledge and when I was not in property as well never notified of their findings. As well I have several emails to Audrey with my concerns and I sent her pictures of door black mold. Workers, 14 steps not ground floor etc. I was promised refund by office staff but when moved to management that changed. Still have not received the credit they think is reasonable. I was not offered alternative lodging untill I found my own alternative lodging. Very sorry they can not stand by real estate laws in the state of florida and possibly vrbo hotels.com etc should be aware of false advertising as I mentioned the pictures on site do not match the condo. Consumer Response /* (3000, 10, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Very disappointed in this response. It was a holiday , new baby, military family and it was all a disappointment. I was in constant contact with The office via emails texts and phone calls. I was asked for patience as it was the holidays. I do not believe anyone came by the unit as we were never informed. As well if I never communicated my displeasure as they noted why did they send anyone to look at the unit and why did they not give me a response. As I mentioned prior it is not first level or first floor as advertised that is a huge error as well at the time I rented they did not advertise as under construction. This is important since it impacted safety. The other issues of a broken front door, black mold and unit dampness were all issues above and beyond. As I mentioned prior the pictures and description do not match the actual unit. Very sorry this is the stance Pennsacola Properties feels is just and appropriate. Business Response /* (4000, 12, 2022/02/14) */ We are truly sorry for the inconvenience this guest experienced. The email threads support our original response in regard to these items not being reported until after the guest said she would be leaving on 1/6. Again, in this email the guest also stated they did not want anyone to come to the unit, until after they departed. We were not given the opportunity to address their concerns, we were merely given notice. Mold was never mentioned on our recorded phone calls with the guest or written documentation from the guest, so we were not aware of this concern prior to the guest departing from the unit. This documentation also indicates there was never a mention of a full refund. We feel we were generous with the amount of compensation, given we were not provided the opportunity to address their concerns while they were in the unit. Consumer Response /* (4200, 14, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well they have made their position clear. Not sure who is responding to this complaint. But I have text messages to the following number XXXXXXXXXX. The person responding calls herself Aubrey. The correspondence started 12/23 at 506 pm. My concerns were clear concise and included pictures. As I said prior after a week of no help just promises and sleeping on ,my sons couch we left. We found other accommodations. At that point I was told the refund was being handled by management. That is when everything changed. Bottom line management has my funds and they do want to return. Very bad business.

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