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:01/23/2024

  Type:Billing 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.

  I booked a condo for the week of June 29-July 6, **** through Sanibel Holildays. The booking information is very misleading, stating that the amount owed upon booking was $318.75 on January 14th, the day of booking and the balance would be due on May 15th, ****. I received a booking confirmation. The next thing I knew, they took an additional $635.67 from my debit account. No where on the booking did it state I would be charged extra fees immediately. Modification of the booking policy stating all fees due would be the best resolution. Because of the issues, I have cancelled my reservation with them and am receiving a refund minus a small service fee.

  Business Response

  Date: 02/05/2024

  Thank you for reaching out and I am sorry I missed your first request of a response.

  Some guests are quick to complain when they have not done all of their due diligence when booking through VRBO. When a guest decides to move forward with a VRBO booking they must complete 3 steps designed by ****. Step 1 of 3:  a guest enters their name, email address and mobile number. Once complete they move on to Step 2 of 3 where they are asked to "Review rules and policies". In this section they see the "House Rules", a clickable link which very clearly stands out as it is written in blue and is labeled "Rental Agreement" as well as the cancellation and damage policy. MOST IMPORTANTLY, before they can move on to Step 3 of 3 the guest MUST click a box labeled "Agree & continue" with the direction "by clicking 'Agree & Continue' you are agreeing to the above rental policies and terms". Guests who are doing their due diligence should and do click this link to know what is required of them and what they are agreeing to. I have attached this agreement above for your review.  Payment Procedure is the first item on this 3-page breakdown of our policies and procedures which I have added below for ease of reading.

  PAYMENT PROCEDURE
  To confirm your reservation, we ask that the applied deposit and reservation fee be paid by **************** or Discover at time of booking. Our required Applied Deposit amount is equal to 20% of the rent rate plus all rent taxes plus the non-refundable reservation fee of $50 + $5.75 tax or $55.75. Our Final payments must be made by personal check, cashiers check, money order, **************** or Discover (an additional 3.5% Technology Fee will be applied for payments made by credit card), e-check ($5 service fee will be applied) or wire transfer (details available upon request). Checks and money orders must be payable in US funds, otherwise any bank fees to convert to US funds will be the guests responsibility. Final payments are due 45 days prior to arrival for reservations less than 21 nights and due 60 days prior to arrival for reservations 21 nights or longer and/or $8000 or more. You will not receive a balance-due reminder. **** your calendar with the due date printed on your confirmation.

  This clearly states that we require an applied deposit in order to secure the booking and that we take it by credit card at time of booking. Sanibel Holiday very clearly states the calculations that are required to come to this amount (it varies based on the rent rate). If guests do not read the details of the booking, which are very clearly marked, and they confirm they have read our policies by clicking "Agree and continue" we cannot be held responsible for their lack of knowledge. The information is there and easily accessible.

  In regards to this particular reservation made on 1/14 at 9:19 pm (after hours), our notes on their booking say we reached out to them the morning after they made the reservation, and we left a message introducing Sanibel Holiday and gave a brief explanation as to who we are (many guests do not realize they have booked with an agency), what our requirements are for final payment and that we had sent their confirmation paperwork via email on 1/15. Their cancellation notes say: Cancellation Changed mind, Guest found something more within their budget. SS 1/22/24.

  About 40% of our bookings come to us via VRBO (60% book directly with us or through our website). This is the first complaint that I am aware of that finds fault with Sanibel Holiday and their booking experience through VRBO.

  Thank you for your time.

• Initial Complaint

  Date:06/17/2022

  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.

  Good afternoon, My family and I have stayed with Sanibel Holiday for 36 years without incident. We are Canadian, and coming to Sanibel is our favourite thing to do as a family. This year, we stayed at a different condo unit than we normally do, and the upkeep was not as good as we are used to (some stained carpets, broken toilet seat), but we were just happy to be on holiday after being in lockdown for so long. Upon returning to Canada, Sanibel Holiday informed us we were not getting our full deposit back because of carpet cleaning costs they incurred to remove staining. These stains were present upon our arrival, but of course we did not think we would need to take videos and pictures to prove it. I have exchanged multiple emails with Sanibel Holiday and they have refused to refund us the full amount. In addition, they charged us for 3-room carpet cleaning, but the stains were confined to one room. Sanibel Holiday's Google reviews have similar complaints, with some customers even having picture evidence that Sanibel Holiday is being dishonest (ie, taking pictures before they check out to ensure they don't get charged), Any help you could provide in recouping the full deposit would be greatly appreciated. Thank you so much for your time. Best regards, *** ******

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/22) */ Contact Name and Title: Taitum A***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@sanibelholiday.com *** ****** is not the person who rented the condo, we do not have him as a contact on the reservation. When they did arrive they did let us know about the chipped toilet seat, we immediately replaced the seat along with 1 new pillow that they asked for and a tea kettle. When the cleaner and inspector went in after their departure they found that the condo was quite a bit dirtier than "normal", the cleaner and inspector took photos (which we shared with these guests). There was also damage to the false drawer in the kitchen along with the stains on the carpet. All of which we provided proof of, as well as the receipts of the extra clean and carpet clean. I have attached all photos and receipt below. Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am the son of ******* ************** who is on the rental agreement. If you prefer to contact her directly, you are free to do so. The stains on the rug were present upon our arrival, and photos of the unit prior to our check in will certainly show the stains there already. In addition, the "damage" you say we caused to the false drawer was actually a result of the poorly made false drawer falling on a family member's foot and causing extensive bruising. Photographs of the drawer indeed show that there are specific clips that allow the drawer to come on and off, so I don't understand the damage you are referring to. Can you please be specific? Finally, I have responded to Sanibel Holiday that the carpet cleaning receipt I was given shows "3 room cleaning" when in fact the stains were confined to one room. If you are going to fraudulently charge us for cleaning, at least make it the correct number of rooms. Thanks.