Complaints

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:08/05/2024

  Type:Sales and Advertising 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.

  My group of friends booked a house through this company. Several couples that were coming on the trip booked flights once the reservations were confirmed. Several days later we were contacted by Luxury Coastal Vacations saying that we had to pay over $1000 more or they would cancel our reservations. Everyone agreed to this house based on the rate we paid, and ultimately our reservation was canceled. We booked the house Friday. The host called me at 10am on Sunday off app and asked for more money stating that there was an error in airBnB and that we would have to pay more for the house or they would cancel the reservation

  Business Response

  Date: 09/06/2024

  The guest booked the unit and unfortunately there was a connection issue with the pricing tool our company uses and the Airbnb. The price that was in Aribnb was not matching what was in our system for the correct rate. We contacted the guest in less than 48 hours of him booking and explained to him there was an error. He was offered an opportunity to keep the booking with the corrected rate, or we would completely refund him and apologized for the error. There was nothing maliciously done here other than technology having proper connectivity issues. 

• Initial Complaint

  Date:10/02/2023

  Type:Product 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.

  Our group rented a Perdido Key, FL condo from Luxury Coastal Vacations (LCV) via AirBnb for a September beach getaway. Will never rent from LCV again! Have stayed at many AirBnbs, but have never had a negative experience like this. Our female over-65 age group thoroughly vetted this unit (D540). The deciding factor in our renting it was that it had at least double, not twin, beds in the 3rd BR. On arrival, it had twin beds. LCV admitted the AirBnb description did not describe the beds in any but the master BR. Moving into the unit was a fiasco, greatly delayed and caused us much confusion due to LCV's inaccurate and incomplete information. On arrival: the unit door was ajar; AirBnb site stated 6th, not 5th floor unit; and we had access to D640's, not D540's, Wifi. Most importantly, LCV could/would not accommodate us a unit with at least full beds in the 3rd bedroom. After much back and forth over days, LCV's only solution to compensate us for our extreme inconvenience was a $100-150 discounted 2024 reservation! LCV refused to refund us that amount for our over $1700 reservation this year. Bad business practices, LCV! A simple refund of $150 now would have changed everything about our transaction with LCV. No wonder you have such a poor BBB rating. You have 4 thoroughly unsatisfied guests!

  Business Response

  Date: 10/02/2023

  The listing that was posted on Airbnb did not tell the guest that they were double beds. Unfortunately there was not a description for the size of the beds as the guest stated. They assumed them to be double beds, when in fact they were twin beds. There was a typographical error on the listing saying that the unit was on the 6th floor, when in fact it was only on the 5th floor. The units on the 5th and 6th floor are the same set up and only a floor difference. The guests were not without wifi, they only used one labeled 604 instead of 504. There was no lack of wifi service to the guests. Although we are sorry that the guests are disappointed in the twin beds, we did not falsely advertise the size of the beds. The size was not specified on the listing. There was also no one on our team who told them they were double beds instead of twin beds. We have taken steps to better clarify the size of the beds on the listing, so this will not be an issue moving forward. We are sorry for the guests disappointment, but we do not feel like we falsely advertised the unit to the guest, and they did have wifi capabilities during their stay. 

  Customer Answer

  Date: 10/02/2023

  
  Complaint: 20685145
  
  I am rejecting this response because: I included the WiFi issue because it was part of the terrible confusion as to whether we were in the correct unit when we checked in. I never claimed that we didn’t have WiFi. Our arrival instructions gave us access to Unit D604’s WiFi. There was NO WiFi for unit D504 when we arrived. That was not repaired until the next day.

  Lastly, I never claimed false advertising. The two women who stayed in that room very thoroughly researched and, from the listing, reasonably believed those to be double beds in the 3rd bedroom. But for that reasonable belief (they agreed to share the room only if the beds were doubles), we would not have rented that unit.

  It’s great that the company believes it has rectified this problem for the future. However, that does nothing to address our awful confusion upon check-in, our lengthy conversations with AirBnb and the company to resolve our issues, and our ongoing inconvenience during our stay.

  It appears that holding onto a small refund is much more important to the company than good guest relations and satisfaction.

  Sincerely,
  
  Cheryl **********

  Business Response

  Date: 10/03/2023

  Again, as we are apologize that you were mistaken of the sizes of the bed, we did not advertise or communicate to you that the beds were full beds. We are sorry that you feel it had a large impact on your vacation, but there was no information shared from our team that stated anything falsely about the beds. There was no lack in service regarding the wifi. Again, I apologize you feel as if this had a negative impact on your stay. 

  Customer Answer

  Date: 10/03/2023

  
  Complaint: 20685145
  
  I am rejecting this response because: it does nothing but apologize for our feelings. This is tantamount to no valid business response. This is wasting my time, as my time was wasted in trying to resolve our massive confusion and delay on check-in and about the bed issue. Not sure who is making your business decisions, but I would recommend a review and revision of how these kind of issues are resolved. Once again, I will never use this company again and would recommend no one else do so. Trying to get a problem resolved satisfactorily is virtually ineffective. I will not respond to anything else the company has to say.
  
  Sincerely,
  
  Cheryl **********

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising 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.

  Reservation ********** was made March 8,2023 for the dates of June 10-14,2023 at the Indigo resort in Perdido Key FL through ******* The deposit was paid and rental confirmed. On March 13,2023 at approximately 4:00 CST an agent with luxury Coastal Rentals called and stated that our rate we booked at was incorrect and the nights were incorrect that this was also Air BNB’s fault. I have contacted that company and they stated this was not their wrong doing but Luxury Coastal Rentals. I have tried contacting Luxury Coastal and Air BNB has as well and now no one is answering. I also know that this condo was available because, my wife was contacting the company through her email inquiring on photos. Thus, they knew the booking was live. It is in my opinion that the company made an error and instead of them doing the right thing and eating the cost, they attempted to push blame on the third party booking agent. When what they should have done was eaten the loss and moved forward. This company shows poor ethics and I do not recommend anyone using them.

  Business Response

  Date: 04/11/2023

  Hello,

  The guest did book the unit through ****** on March 8, and we did reach back out to him on March 12 to discuss with him the error that happened within our system. He was told he would be refunded all of his money, or he could pay the correct amount for the reservation. This was a new unit that joined our program, and there was an error in the fees and rent amounts when pulled by ******* He was only charged $424 in rent for this unit for 4 nights, and this unit is actually over $600 per night during that time frame. Also, the property, Indigo, has a seven night minimum stay requirement. He would not have been allowed to keep this reservation even at that rate, due to him booking for only four nights. All rentals in this building are seven night requirements. This also supports that this was an error in the system dealing with the rates, fees, and minimum length of stay requirements. The guest was offered the ability to pay the normal nightly rates and extend his stay to the seven night requirement, but instead chose a refund. He was also extremely ugly to our Guest Services staff when we reached out to him to let him know the error that had taken place. 

   

  When we explained that the guest could book according to the rules of the property and pay the base rate of which is common across the properties the guest responded with "You can go f*** yourself, you can go f*** yourself and cancel our reservation" and hung up.

  Customer Answer

  Date: 04/12/2023

  
  Complaint: 19587042
  
  I am rejecting this response because the details listed in this response are only partially true.  When the customer service person spoke with me, there was no apology offered, only a snide statement that ****** messed up, and that the unit was a new unit, ‘not yet available for booking,’ and would not be available for rent until some time after our planned visit.  customer service rep was very unconcerned with our concerns about their ‘error,’ and even snickered at me during the phone call when discussing the price, referring to the price as ‘way too low,’ and no way they would be ever rent at that price.  He then told me that I could rent a ‘similar’ unit for over $4200.  By this point, I’m already frustrated at the nerve of this man to laugh and speak condescendingly to me when they messed up.  Also, I didn’t hang up on him, because I still had a LOT more to say to him about his rude mannerisms and the fact that they were lying to me about the property not being available.  It was only not available because they didn’t want to honor their price they agreed to.  ****** confirmed that they posted the information exactly as provided to them by the company.  Furthermore, when we checked this same unit a few days later on ******, it was once again listed as available for rent during the time frame of our visit and the weeks prior.  I stand by my statement that they can f*ck themselves, and I can only hope that anyone else that chooses to book through them can at the very least not have to deal with the customer service rep who we dealt with.  A simple sincere apology goes a lot further than a snide remark and a snicker.
  
  Sincerely,
  
  Kenneth ********

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is the second time we have rented from Luxury Coastal and absolutely will not rent from them again. Fool me once, shame on me, fool me twice, shame on you. Literally twenty four hours prior to our arrival on both occasions something got changed. This time there was something that came up that we received no further information on that all hot tubs were closed at the condo we rented. Then on the day of arrival we were notified that there may be people working in our unit for something involving a leak detection system. I'm pretty sure contractors don't work on Sundays so they knew before Sunday and "conveniently" forgot to communicate that to us. Luxury Coastal doesn't communicate with their customers. They want you to pay your rental cost and do not contact them as you are a nuisance to them if you do. They have yet to prove otherwise. The Guest Services Director "claimed" they did their due diligence by telling us the hot tubs were closed. Put your script book away and actually learn how to communicate with your customers instead of blaming them when we did nothing wrong other than making the mistake of booking through your agency. Then on day 3 our jacuzzi in our unit began malfunctioning. It would turn on randomly to the point we needed to turn the breaker off. Luxury Coastal sent someone out - said it was fine which was not true. Not even 5 minutes after their service folks left, Spectrum Resorts who owns the units sent someone up and shut down our jacuzzi due to a control panel issue that needed to be repaired. None of this was communicated to us by Luxury Coastal. The maintenance gentleman from Spectrum Resorts was phenomenal and actually communicated with us to let us know what was going on. We spent over $3,000 for a unit with amenities - none of which we were able to use. This company just wants you to pay them money, check in to your unit and not say a word if anything is wrong. Customer service does not exist in their vocabulary.