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:07/27/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Coastline Cottages is either 1) completely incompetent, 2) staffed by malicious liars, or 3) both.I booked a condo in Kauai on **** for 8 nights in May through this company. My wife and I tested positive for Covid a week before the trip, so I reached out to **** and ******* at Coastline Cottages to see what my options were. They informed me that I was past the cancellation window and couldn't get a refund (totally fair), but that if I canceled the reservation and they were able to re-book those nights, I'd get a partial refund.The booking was during a very busy time of the year for ****** tourism, so I was confident they'd be able to re-book most of those nights. Which is exactly what happened another guest booked the property for 6 of the 8 nights we were supposed to be there.A couple of weeks after the guest's stay, I reached out to the company through **** and asked about the partial refund. They let me know that the other guests had completed their stay and said they'd get a check in the mail to me for approximately $2500. This was on June 18th.10 days later, the check hadn't arrived, so I followed up through ****. No response for days. I called them multiple times, and each time **** would answer and say that she was sure ******* had sent the check, but that she would double-check with her and call me back later that day. She never called back once. After countless calls and emails, they eventually came up with the story that the check must have been "lost in the mail".I called back yet again and offered to pay for *** shipping for a replacement check so we could track it, and they refused. I offered to accept payment through Venmo, Paypal, or Zelle, and they refused. In the six weeks since they supposedly sent the check, I've followed up dozens of times over the **** platform and over the phone, and at this point they're just ignoring my calls, voicemails, and emails.This company is unresponsive, incompetent, and shady, and they owe me $2500.

  Business Response

  Date: 08/07/2022

   

  Dear Sir/Madam,

   We placed a Stop Payment on the ******************* check mailed to ******************* in the amount of $2,431.49 in June 2022, and mailed a second check made payable to ******************* for $2,431.49 via **** Express Mail. We trust he did receive that replacement check for $2,431.49 because we have record of its delivery. We will check with our ***** ************* tomorrow morning to make sure ************** cashed our check.

  Please know we were under no obligation to refund ************* any monies under the **** reservation cancellation policy and its travel insurance availability. However our in-house cancellation policy provides a refund for any of those reserved nights rebooked, provided we are able to re-book the accommodation.

  We were successful in re-booking some of the nights reserved by **************, and we refunded that portion once

  1) those funds were received

  2) the guest completed the stay

  3) no dispute for the funds was filed

   We also offered to work with ***************** travel insurance provider for a refund of the remainder.

  Sincerely,

  *********************

   Coastline Cottages

   

  Welcoming Kauai visitors since 1996

   

   

  Tell ** why here...

  Customer Answer

  Date: 08/09/2022

   
  Better Business Bureau:
  
  I received the replacement check and have deposited this in my account. This issue has been resolved. Thank you for your support.

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