Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a property @*************** from 9/29/2024 - 10/27/2024, from DREAM VACATIONS. All three ***************** Fig entrance to this property were flooded from Hurricane ****** when we arrived. WE WERE NEVER TOLD! We were able to get in through the front door, but there was no access to the back door. The Pool was closed & no beach access on Strangler Fig or *********. ************* was closed even though the City Manager said on his LIVE ******** session Saturday it was "open" . Mind you, we drove 12 Hrs. to get to this property, because Dream Vacations sent us the entry code. You cannot talk to anyone at Dream Vacations - it is all TEXT or AI. MONEY GRAB $7,880. They are not responsible. Then we needed to evacuate because of ******. Dream Vacations has absolutely no moral compass. They are not responsible for anything. Maybe they need a gambling license instead of a business license. We evacuated on 10/08 @ 8 am. We evacuated to ********* for 6 days hoping to return to ******* because we would lose so much. On 10/13, there was still no electric or potable water on ************** renting 2 properties was not sustainable, so we returned home. THIS PROPERTY SHOULD HAVE NEVER BEEN RENTED. American Greed on the part of Dream Vacations. Humanitarian Communication should have prevailed. I will also contact the Attorney ************** he has the time to review my case. It is such a shame that the most beautiful island in ******* is becoming something no one will want to visit because of money grabbing thugs.

  

  Business response

  10/18/2024

  Thank you for sharing your feedback regarding your recent stay. We understand your frustration and disappointment with the impacts of Hurricanes ****** and ****** on your vacation.

  
  Dream Vacation Rentals is a local company with team members available 24/7. We strive to provide accurate and timely information to our guests, relaying the best information available to us, especially during hurricane season. We are always available to answer questions and address concerns.

  
  We strongly encourage all guests to purchase trip insurance, particularly during hurricane season. ************** can provide coverage for unforeseen circumstances like hurricane evacuations and may have protected the value of your stay.

  
  We do utilize automated messages for common occurrences like check-in information and trash pick-up to ensure efficient communication. However, our team is always available for direct communication should you have any questions or concerns.

  
  We understand the inconvenience caused by the flooding and limited beach access due to the hurricanes.  We want to clarify that while the pool directly adjacent to your unit was closed, one of the two association pools was operational during your stay. Additionally, beach access was available within the community, albeit with potential limitations due to the storm's impact. Despite that, per our terms, we cannot control the association amenities and they may be unavailable from time to time due to situations outside of our control. We empathize with the disruption to your vacation plans and the subsequent evacuation due to Hurricane ******.

  
  We are committed to providing our guests with a positive experience and will review your feedback internally to improve our communication.

  Customer response

  10/18/2024

   
  Complaint: 22438119
  
  I am rejecting this response because we have had issues with you in 10/2023 & gave you a second chance to make it right in 10/2024.  We like to build relationships - you/******* are obviously not in our future plans.   The property was flooded - neighbors that knew us from last year were shocked we came.  We were shocked  that we were not made aware of the flooding not only on the property but Strangler Fig & Pineberry.  We were shocked that there was no beach access or pool available.  Really ****, why do you think we have vacationed in ******* since 1972?  Duh!  This was true MISERY for us and our 10lb dog.  Your say you are concerned about our comfort & safety.  REALLY?  This was a money grab.  
  
  Sincerely,
  
  ******** ******

  

  Business response

  10/21/2024

  We understand your frustration and disappointment regarding your recent stay. We value your past patronage and sincerely apologize that your experience did not meet expectations, especially after issues you encountered in 2023.
  We acknowledge that the property and surrounding areas were impacted by Hurricane ******, resulting in flooding and limited access to amenities such as the beach and pool. Our team reached out to guests prior to arrival sharing all of the information we had from personally viewing each property and from the corresponding owners and associations.
  We understand your perspective that this situation may have seemed like a "money grab." However, we want to assure you that our intention was never to mislead or take advantage of any guest. We were actively working to assess the situation and communicate with guests as information became available, but we recognize that our communication could have been more timely and comprehensive based on your feedback.
  We value your feedback and are committed to improving our communication and guest support, particularly during challenging situations. We regret that this experience has damaged your trust in our company and that you will not be considering us for future bookings.
  We sincerely apologize again for the inconvenience and disappointment you experienced. We wish you all the best in your future travels.

  Customer response

  10/21/2024

   
  Complaint: 22438119
  
  I am rejecting this response because:  This business neglected their professional, moral & ethic liability to notify us BEFORE we arrived about the conditions on the property - and; the amenities that were not available in the neighborhood.  We relied on the ******************* ********************** on Saturday, 9/28/2024 to make our decision.  Of course, we were sent a key pass days before because you did not want to be the loser..  YOU NEVER GAVE US A STATUS UPDATE.  YOU ARE SO WRONG!  MONEY GRAB PERSONIFIED!!!!  We are not done with you & that is not a threat it is a promise.  We are good people, and want to be treated the same way.  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister and I paid a $1956 deposit for a condo rental in Feb 2022 for a Feb 2023 stay. My half of deposit is on my attacted credit card statement. Hurricane *** destroyed the condo and is still not available. They have continued to refuse to refund our deposit and keep trying to move our reservation to the future years. Dream vacations refuses to return deposit even though they cannot provide the service we put a deposit down on. I have copies of my credit card charge for half and can get other half if needed from my sister.

  

  Business response

  12/27/2023

  The island and condo that the guest booked did have severe damage from Hurricane ***. The guest elected not to purchase trip insurance which has covered guests that were affected by the storm. As there are no refunds without insurance per the terms and conditions the guest signed, we were and are limited in what we can do for affected guests. Despite that, we worked with this guest to move their stay to alternate dates. That is no longer acceptable to the guest, and we have explained, there isnt an alternative, unfortunately. While that isnt their desired outcome, we are doing everything we can, even outside of the agreed upon terms and conditions of the reservation. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 15, 2022, I rented a property I found on **** on ***********************. The property owner listed on the **** was Dream Vacation Rentals based on ******* Island. The total charge for this rental was $4,716.68. My partner, ********************* rented a property listed on ****s website on 9/7/22 and the property manager/owner is also Dream Vacation Rentals. The Reservation ID is ******* and the Property number is: 7664178HA. The total charged was $2,454.74.The combined total for these two units is a charge of: 7,171.42.These two condos were for our families to use while my husband and I were to be married at ************** on Sanibel Island on 10/29/22. On 9/28/22, Hurricane *** brought tremendous damage to the resort and the island as a whole and all access was cut off. The resort canceled our wedding and all our wedding guests who were staying at Sundial through the property or **** with other hosts were refunded. Except for us.We have reached out to Dream Vacation Rentals who is the property owner and we have yet to be refunded the funds. The units were inaccessible and inhabitable on the dates they were to be rented. Our money has been taken in exchange for no services provided and this is bad business and unjust.

  

  Business response

  02/21/2023

  The guest reserved a property at the Sundial complex for a stay in October, 2022. The condos are privately owned units within the complex and the guest agreed to the terms and conditions of the reservation upon making the reservation. The guest did not choose travel protection, which would have covered the stay should there be an interruption due to a weather even, illness, etc. As we are agents for the owner, we aren't able to change terms or do anything outside of the agreed upon terms and conditions without owner consent. While we certainly do empathize with the guest, and all of our guests, we do make sure to require guests acknowledge the terms and conditions as well as offer robust travel protection for instances such as what occurred. We do wish them the best of luck and would love to welcome them back again in the future.

  Customer response

  02/21/2023

   
  Complaint: 19437384
  
  I am rejecting this response because, I asked at the time of booking about the T&C and you responded you honor VRBO. I dont believe the claim about travel insurance is just as travel insurance is for if the traveler cancels the traveler, we did not cancel the travel rather the unit was unavailable due to natural disaster. 

  I stand by my original request to receive a refund for the reservation. You collected funds in exchange for no services. 

  Sincerely,
  
  *******************

  

  Business response

  02/22/2023

  The guest signed and acknowledged the terms and conditions which are the same on VRBO. ************** protects against weather related events, etc. We highly encourage guests to purchase that protection during hurricane season especially, as it states in our T&C that no refunds are able to be processed due to a weather related event, unfortunately. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed a $1000 deposit for a vacation rental on ******* Island at ************ through Dream Vacation. The condo and island was destroyed by Hurricane ***. It will not be inhabitable by the time of the scheduled reservation. Dream Vacation is not able to provide the product/service as advertised and refuses to refund my deposit

  

  Business response

  01/24/2023

  Thank you for your message regarding your stay. I would like to clarify that the Island was not destroyed. While ******* and ******* did take quite a punch from Hurricane ***, the Island's are resilient and coming back quicker than anyone could have imagined. In terms of your reservation, you signed the terms and conditions, which state that there are no refunds for cancellation. It also spells out that it is the guests' responsibility to protect their stay with optional trip insurance to guard against unexpected events such as weather related issues, health concerns, etc. Despite those terms, we have offered to move the deposit to a stay for the next calendar year during the same date range. You have not elected to do that, unfortunately. We are working very hard for all of our guests and owners and do hope to welcome you back again in the future.

  Customer response

  01/24/2023

   
  Complaint: 18886609
  
  I am rejecting this response because:

  A deposit is paid in order to reserve a property, under specific conditions, for a specific date. Dream vacation is unable to provide said unit upon agreed date that meets agreed upon expectations under the contract, therefore they are in breach of contract and should refund a deposit. If Dream Vacation was able to meet their contractual obligations, we would not be requesting a refund. On the other hand, if Dream Vacation could meet their contractual obligations and we still decided to forfeit our reservation, then I would agree we would not be eligible for said refund. The following are the described conditions by the Dreams Vacation sales agent, which by any reasonable persons standards, breaches the conditions and expectations when the contract was signed, " Our team along with our owners are working as hard as possible to get each property up and running as quickly as possible. Despite these efforts the Islands remain somewhat limited in terms of beach access, restaurants, shops, etc. Individual homes may have limited amenity use including pools, tennis courts and the exterior may be a bit sparse in terms of landscaping. With all of that in mind and should the property be ready for vacation rental guests, you may visit with the understanding of the limited amenities on the islands. There also may be a curfew from 9pm to 6am. Dream vacation business practices are unethical . **** and ******************, owners of Dream Vacation are refusing to speak to anyone, behavior congruent with unscrupulous business management.

  
  Sincerely,
  
  *******************

  

  Business response

  01/27/2023

  We do understand the guest and have empathized with them and each guest we have assisted. With that being said, our terms and conditions deal with amenities and situations outside of our control. The guest did have the option to purchase trip insurance and didn't elect to do so. That coverage may have mitigated the deposit they are claiming. We've also worked with the property owner on remedies and they have agreed to a credit for a *********** the following year. That was not accepted by the guest. As we are agents for the owner, we cannot unilaterally make a decision outside of the terms of the reservation without their consent. 

  Customer response

  01/28/2023

   
  Complaint: 18886609
  
  I am rejecting this response because:

  Dream vacation continue to not interpret the conditions of our agreement correctly and the mutually understanding of a security deposit for a rental property in *******. Dreams Vacations is violating the legal terms of refunding a security deposit. In fact, Dreams vacations is still encouraging the stay at their rental property this April 2023 despite inhabitable conditions of the unit and island itself (for a family vacation). In addition, I have contacted 10 plus additional owners at Point Santo, all are refusing to take new rentals and mention will not be able to rent their property until ********************************************** had the ability to communicate with the owner to discuss options despite Dream Vacation claims. The rental owners (of Pointe Santo E6) themselves should have had insurance to collect on loss income and property damage losses.Below is an email reply from Dream Vacations insinuating that they are encouraging customers to still prepare for a vacation this April 2023, another example of their deceptive business practices:
  Thank you so much for reaching out to us regarding your upcoming stay. Our team along with our owners are working as hard as possible to get each property up and running as quickly as possible. Despite these efforts the Islands remain somewhat limited in terms of beach access,restaurants, shops, etc. Individual homes may have limited amenity use including pools, tennis courts and the exterior may be a bit sparse in terms of landscaping. With all of that in mind and should the property be ready for vacation rental guests, you may visit with the understanding of the limited amenities on the islands. There also may be a curfew from 9pm to 6am.  

  
  Sincerely,
  
  *******************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2022 my husband and I reserved a vacation condo at ************** through VRBO on *********************** managed by Dream Vacation Rentals. The dates of the reservation are 11/19/2022 through 11/26/2022, Thanksgiving week.On September 28, 2022 Hurricane *** made landfall on ***********************. The devastation to ******* is well documented. The damage includes not only critical infrastructure but also damage to the complex where we had our reservation. We requested a refund from Dream Vacation Rentals in early October due to the fact that both the island and the actual accommodations would not be available over the Thanksgiving week. When I called them to ask about a refund; they claimed it was our fault and that we should have bought travel insurance and there would be no refund. I said that we were able to come, but there was no where to come to and non-residents were not even being allowed on the island. Later we received an email saying that they would reschedule us - when I asked when, they were not able to even estimate when an accommodation might be available. At this point, I contacted our credit card company, ************ regarding the charges. *********** said that they were unable to remove the charge, as Dream Vacations contested the charges of our final payment. Later Dream Vacations sent an email saying that they rebooked us for Thanksgiving 2023 and then a few days later that our reservation was cancelled for even this date. We did not cancel the reservation; the accommodation is not available to be reasonably occupied. It feels wholly unreasonable to expect us to pay for lodging when the lodging is not habitable through no fault of our own. We have tried since early October to figure out how to resolve this issue. Dream Vacations will not currently will not respond to our multiple email and phone calls or refund our final payment of $1717.27. A number of other companies on the island have already issued refunds.

  

  Business response

  01/04/2023

  The guest had the option at the time of booking, as well as, up to their final payment to purchase trip insurance. The insurance would have covered the guest should there have been a weather, or some type of issue, causing them to have to cancel or not be able to stay. Unfortunately, the guest chose not to purchase the coverage. We stated to the guest as such and to refer to the terms and conditions of the reservation. Unfortunately, the guests only demanded a refund in full and did a chargeback with their credit card company. While we are working with each guest and the property owners to change dates, that wasnt possible due to the chargeback that has occurred. 

  Customer response

  01/05/2023

   
  Complaint: 18679151
  
  I am rejecting this response because:  Again as stated, the purpose of travel insurance would be for me - not for the business.  The weather was fine, I was fine, we were able to come on our designated week.  This issue is that there was no place to come to - Dream Vacations did not have a place for me to stay and non-residents were not allowed on the island.  This has nothing to do with travel insurance.  I filed a complaint with our credit card company initially, because Dream Vacations could/would not give me a reschedule date.  About a month later, they offered a reschedule date, but then cancelled it w/o any conversation/info. to us.  We still have a large amount charged on our credit card to Dream Vacations.  This is unacceptable.  I have also learned through ******** of several others who are struggling to get a refund from this company as well.  A majority of other companies on ******* Island have already offered guest refunds.
  
  Sincerely,
  
  *********************

  

  Business response

  01/06/2023

  We can understand that we arent able to make every guest completely satisfied, however, we try our very best. ************** is and has been beneficial for guests due to a myriad of unforeseen circumstances. Again, while we do understand that we arent able to make everyone 100% satisfied, we are all working very hard, within the confines of the terms and conditions, to assist you and each and every guest. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a Beach Villa with DV for this Thanksgiving 2022 (4 nights) @ ********** Plantations on *******/******* Island. Due to Hurricane *** the entire property is closed until further notice. There is no power on Island, running water, all beaches are closed due to debris and water quality issues. I requested a refund a week after Hurricane through owner ******************* (who is a resident of the Island). **** denied my request for refund and said they are sticking to there NO REFUND POLICY and I should of taken out insurance. After many attempts, I was eventually offered the opportunity to book next year at same time. Unfortunately, with the current state of the area we have major concerns booking next year. As a resident, **** is fully aware of the devastation and should refund all reservations. All other vacations rental companies and resorts on Island have refunded all guests reservations thru Jan 2023.DV is in breach of contract and fully knows they will not able to provide rentals properties to customers.

  

  Business response

  11/30/2022

  We know firsthand the destruction caused by Hurricane ***. Our personal home was destroyed along with offices, vehicles and more. Despite that destruction, we are obligated to the terms and conditions of each reservation. Being mindful of the impact on each guest, we have worked with the owners of each property and were able to extend a reservation change for one year. The guest decided against moving the dates. We also offer trip insurance to each guest which would have offered the guest a refund for the stay. The guest opted against the trip insurance as well, unfortunately. Each agency has their own policies and there is not one blanket policy of complete refunds, etc. We do try our very best to accommodate each guest as best as possible, however, we also understand, that despite this, we wont be able to make everyone happy in every circumstance. Well continue doing our best and look forward to welcoming guests back very soon to our beautiful islands. 

  Customer response

  12/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I responded that I wasnt satisfied with response but BBB saying I didnt and closed case. 
  
  Sincerely,
  
  ***************************

  

  Business response

  12/14/2022

  Again, were very sorry you arent satisfied. This tragic hurricane has caused so much pain for so many people. Weve tried our absolute best to work with each guest and owner to best accommodate. Should anything change in your regard moving forward, I would encourage you to reach out to us and wed be very happy to assist. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/24/22 I rented a vacation home through Dream Vacation Rentals. I cancelled this on 8/7/22. The remaining balance was due by 9/2/22. The total cost of $4221.22 of which $ ******* was paid with initial booking. My agreement with them states that a rebook of the rental at the same rate entitles me to a refund minus a $180 reservation fee. It has been listed with them at this same rate throughout. This month, August the rental sold and SanCap Island Vacation Rentals rents it. With this new company the price has risen approximately 20% to $5347.52 with my pet fee. I have emailed and spoken with SanCap. Their reply was to please contact Dream Vacation Rentals because they have no shared agreement. San Cap's policy is that with a cancel 60 days prior, you receive a refund. I have emailed *******************, the owner and called and emailed the company and ****** response was that should it rebook, he will refund. I replied, at the same rate? He emailed back, yes. I since learned that their is no agreement shared between these two companies. I feel as though I am entitled to a refund.

  

  Business response

  09/06/2022

  Guest did reserve and canceled. They were aware of the terms and conditions and agreed to that as such. Upon the home being sold, the unit switched to another agency. That happens all the time. Nothing changes in their terms and conditions. Should the home re-book with the other agency, we will refund, per their terms and conditions. Rates may fluctuate due to supply, demand, etc and is not part of their terms and conditions. We will continue to monitor the property and the guest may as well. Should it re-book, we will be refunding the deposit less the non refundable reservation fee. We have notified the guest of this as well. 

  Customer response

  09/06/2022

   
  Complaint: 17897723
  
  I am rejecting this response because: The agreement states..

  Cancellation Policy: D.V.R. will retain all prepaid funds should guest cancel at any point unless the rental property is re-booked for the same dates and rate. A partial refund may be applicable for the same dates booked at an adjusted rate. 

  An email response from San Cap rentals encouraged me to contact Dream again because they have no shared agreement. They are not holding the money. Also in email communication with Dream owner *******************, he confirms that a refund comes with a re-book at the same rate. San Cap has this rental at an increase in cost of approx 20%. So not only is there no shared agreement, it is more costly to rent. He has no right to hold my money and I should be refunded.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/07/2022

  There isnt a shared agreement in terms of sharing money, however, there doesnt need to be any agreement with another agency. They have the home for rent during the time you cancelled. As such, should the property re-book, you would get a refund, less the reservation fee, per our terms and conditions. Im sorry you are getting confused by calling agencies outside of our own, however, we have been consistent and will continue to honor the terms and conditions of the reservation that you agreed to. 

  Customer response

  09/08/2022

   
  Complaint: 17897723
  
  I am rejecting this response because:

  I am entitled to a refund.

  
  Sincerely,
  
  *****************************

*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. ↩