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:08/28/2024

  Type:Service or Repair 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.

  07/20-0726 , we reserved a rental at harborside premier 7718 and we were charged ******* for a weeks vacation, cleaning fees included we expected unit to be clean and certain amenities included we then arrive parking is an issue, amenities were all extra and the unit was filthy, when we called the rental agent to get it taken care of they said sure we left to the pool and when we arrived the ac was not working the blind at the entrance had fallen and we then called again and they became quite beligerant stating that they knew we would be a problem from the get go. so we then had to leave and there are stilll 3 days still pending at 700 dollares a night no response the worst place and service ever

  Business Response

  Date: 08/28/2024

  This is an unusual situation for us. We are very sorry that your actions led us down this path. We did not want to evict you, but we did not feel that the property that we managed was safe. Your party contacted us, either through email, text, or phone call over 60 times, 40 of which were before you showed up. I am attaching the other reply to the first complaint but in short, you broke the contract by having more than the amount of people staying in the unit when we asked you multiple times. See below:

   

  To Whom It May Concern,
  We sincerely apologize that this stay did not meet your expectations. However, we must inform you that this guest will not be welcome at any of our properties in the future.
  Before their arrival, we received over 60 calls and emails from this guest. Anticipating potential challenges, we sent an inspector to the unit on the day of arrival to thoroughly inspect and photograph the property. Shortly after the guest's arrival, they contacted our office claiming the condo was not clean. In response, the property manager visited the unit, found the furniture rearranged to make space for an inflatable bed, and took additional photos to document the unit's condition.
  Despite the inspector promptly addressing the guest's concerns, the guest continued to call and verbally abuse our staff. Two members of our management team attempted to assist, but the guest became increasingly belligerent. We later confirmed that there were ******************** a unit designed for 10, which violates fire marshal regulations and the association's policies, and is grounds for eviction.
  We informed the guest of our decision to evict them due to concerns about how they might treat the property. The guest then contacted the authorities. When we arrived, the police were present, and after we explained the situation, the police informed the guest that they needed to leave and remained on-site until they had departed. The property's association has also taken note of this guest's name and will not be renting to them in the future.
  Let me know what you think (remove or add).

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22207530
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** there were not 60 calls and the inflatable bed as for a child least than 5 years of age . the emails were due to the bad reviews that were read by us at the booking site i was skeptical of renting since they rent this out for an owner . by the time i was to back out it was too late and we still have them the benefit of the doubt . we were the ones that contacted local authorities not them since we felt discriminated and threatened by them . we left because they continued to address that we would not take anything from them since we had similar things . we always vacation in time shares throughout ******* specifically in *************. but due to the hurricane the place where we usually go is closed . we only asked to get the days that were unused back and they failed to even give us that back . when they were the ones that offered we left the unit in the corrwct

  manner they blatantly stole our money and i refuse to let that go by. i have pictures of how dirty it was and it was filthy . **** did not work ac did tot work and. kind was broken and thus refused to assist us in any way shape or form. of you need pictures i have them . i am not tying to make sure that people are aware. i am in the service industry and i am all about customer service and we were discriminated against for being latin in a place full of americans . they were not  even helpful toward the fact that this our yearly vacation as working people 4400 dollars is a lot and we had to spend 3 days and pay an extra 1800 in another place. thank you very

  much i have proof of everything please advise

  Business Response

  Date: 08/30/2024

  Hello *****,

  
  Were sorry to hear that you feel this way. We want to clarify that we do not penalize property owners by withholding income due to a guest not following the rules. Prior to your arrival, the unit was thoroughly inspected for cleanliness and functionality.

  
  The morning after your arrival, you contacted us claiming the unit was unclean and that the A/C and Wi-Fi were not working, and you requested a refund of your cleaning fee. We promptly sent a property manager to assess the situation. Upon arrival, they found the unit clean, with both the A/C and Wi-Fi functioning properly.

  
  Unfortunately, after receiving several aggressive calls, we made the difficult decision to proceed with eviction, as we were concerned that the property might not be respected moving forward. When the authorities arrived, we explained the situation, and they confirmed that you needed to vacate the property.

  
  We have documented evidence, including photos taken before your arrival and during our visit, to support our actions. Due to the circumstances and the direct impact of your actions, we will not be offering any form of compensation.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair 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.

  Resort Rental rented us an apartment at the beach for relaxation and vacation. On arrival we noticed construction vehicles, scaffolding and a motorized lift parked at our building. ***************** was working daily from 8am to 5 pm using the machine which produced uninterrupted noise during work hours. On our complaint Resort Rental delayed their answer . When we got an answer we where explained they where not aware of the ongoing work. I doubt very much this is true for several reasons . One of them is ...we had informed about it . Last 2 days where unbearable...several machines operated at the same time under our window. We complained to Resort Rental and asked for a 50% discount ...reasonable enough as we suffered a 100% botched vacation with aggravation all the way. Resort Rental never answered to our letter.Unbelievable what this company had us going through...and the audacity to simply ignore the problem we had to face and suffer for 7 days .

  Business Response

  Date: 11/28/2023

  Dear, Mr *************** do apologize your stay was unsatisfactory. As we explained to you when you reached out to us on October 24th the property manager at Land's End did not let us know that the project was behind schedule. We did offer to move you to another condo on October ********************************* the condo and take the 20% discount.

  We can not offer any additional discount.

  Have a great day

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20858142
  
  I am rejecting this response because:

  You claim  the resort manager did not inform you about the construction activity - but you where at our apartment on Oct. 22 and could possibly not have missed all the machines, construction trailers parked several places in front of other apartment buildings  and scaffolding at the front building ?  Or did you think the large painters lift parked at our apartment could have nothing to do with us expecting a relaxing quiet place at the beach  . By the way why did you also shy away telling us the beach is mostly shell beach and not sand . Why did you not inform us about the boardwalk which is still today partly closed - due to construction . Or maybe you where not aware about all of that either ?    And yes true you did offer a discount and/or relocating ; 2 days before our departure . Why did you not answer to my request when we filed the complain ,when we still could relocate but instead you waited until we contacted Airbnb next day ? Was it to win more time ?   We where not able to use the apartment during working hours and only to sleep up to 8am when the machines woke us up. We should not pay more than 50% of the original agreed amount .  What you did to us was simply terribly wrong . I will have a surgery on Dec.1st and me and my wife used our savings to rent a nice place at the beach to relax and comfort ourselves of what is to come. That opportunity to reflect on us and our life together and a possible future was taken from us . We will never forget "Resort Rental" .

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