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:07/17/2024

  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.

  I was trying to give them the benefit of the doubt, but do not under any circumstances rent from ************************************. I booked through Expedia Travel as I usually do. I filtered the search for ocean view and pool. This condo at ********************************************************, Sc popped up. I didnt realize it was actually a VRBO until I had already booked. The property is really run down, some of the elevators are broken, the trash chutes are broken and everytime you need to take out trash you have to take it down 9 flights and outside to the dumpsters, we have no house keeping and very limited towels. The icing on the cake is we have NO HOT WATER and since we are through VRBO we are NOT ALLOWED TO USE THE ******** We called about the hot water as soon as we realized it about 5:00 pm when trying to take showers for dinner. The man at ****** said they would put in a work order and they would come fix it. I said how long it could take hours, days, etc. He said well it depends on how far away they are. I asked for a refund and I was told no. About an hour later before we leave for dinner we call back and they assure me again there is a work order in and it will be fixed. We leave for dinner, we get back at 11:00 tired and ready for showers. The hot water is still NOT FIXED! We call the managment company, ****** again to get some woman that says we were misinformed, no one is coming out. Its a resort issue. I said there is not way this entire resort has only cold water. She said thats not what Im saying and I said well thats a lie because there is a piece of wall cut out that you can tell theyve worked on before on the other side of the shower. I said so the condo owner is absolutely responsible for this warm water and shes like, well Ill call the resort and see if anyone else is having this issue. I said you just contradicted yourself. You dont even know if its a resort issue! She said well its a resort issue and there is nothing we can do.

  Business Response

  Date: 07/17/2024

  Hello. We apologize for any issues or concerns you are having during your stay. With that being said, this is a resort issue. If there is not an actual water heater, which you can see in your unit then we cannot and do not control the water. You are renting a privately owned unit within a resort. What this means is we can only manage and maintain the unit itself. Anything outside the unit doors is out of our control. We are not affiliated with, nor do we have any relations to the Sea Mist Resort aside from managing the privately owned units. We do not advertise access to the pools in any listing we monitor, and we also do not have any photos of the pool for this reason. Any changes to the resort or the grounds, would be out of our control. The hot water is run by the resort on a boiler system; however, I do see there is already a work order made to have maintenance come by your unit to find out if this is an isolated incident. 

• Initial Complaint

  Date:06/27/2024

  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.

  Booked one of their rooms at the ************* on Air bnb and was mislead by the amount of access we had. Posting stated that pools were included in stay then when we got there we found that there was no access to any of the amenities. These people are scamming middle class families into thinking theyre getting a good reservation. The people at hotel stated they do this all the time, falsely advertising their properties. On top of that we were greeted at the room by cockroaches and dirty beds. Again, this property management company is scamming people.

  Business Response

  Date: 06/27/2024

  Hello. I have reviewed this case top to bottom and have not found any accuracies in this claim. There was never anything reported during the stay about bugs or pest. There was also never any mention or report of anything to do with the beds. I was able to compare photos to the time-stamped photos from the cleaning department on the day of your arrival and confirmed the beds were clean and made fresh with no signs of what you attached here. The only report you did make during your stay was to ask for towels. We did send the cleaners out to the unit with more towels, and you did not answer the phone, door or Airbnb messages. It was later confirmed the cleaners made a second trip to your unit later in the day and you did receive those. You were also upset about the pools in your communications. I reviewed that thoroughly as well and found there are three separate areas in the Airbnb listing that note there are no pools or jacuzzi available. All three areas provide full transparency. There is also mention of the loss of pools in the check in instructions sent to you via email for a fourth acknowledgment of what to expect when you arrive. This Airbnb listing does not have any photos of pools either since we do not advertise them. Snips have been added here for reference to validate each thing I have mentioned. I think it is also important to note that you stayed the entire duration of the 3 nights you booked, did not report any of the claims here and already received a 30% refund of the nightly rate from Airbnb. Thank you. 

  Customer Answer

  Date: 06/27/2024

  
  

  Complaint: 21907523

  
  

  The roaches. I reached out to Airbnb about that matter directly. The only reason we stayed the entire duration is because we did not find evidence of roaches until the last night of our stay. I have video evidence from the morning we checked out of many roaches crawling in all parts of the room. Had we found the roaches sooner, we would have requested to stay somewhere else. We still slept in a room with roaches the entire stay, unknowingly. All of this has been date stamped with complaints to Airbnb. Airbnb states it is the hosts responsibility to keep the rooms clean and maintained. 

  Also, I have photos of the dirty mattress cover. These were pillow top beds that had been flipped to the wrong side. A normal mattress can be flipped, a pillow top cannot. 

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 06/28/2024

  Hello. We have already contacted pest control to come out and inspect/evaluate the claims. Preventative pest control is performed on a monthly basis, and we have not had any other complaints. Issues within the property need to be reported to the property host to receive an immediate resolution. Contacting Airbnb is an option but will not provide you with a timely solution. If we had been contacted, we could have addressed any concerns you had immediately, just as we did with providing you the towels you requested. As stated previously, Airbnb has already refunded you a portion they felt fit. There will not be any additional monetary issuances on this reservation. Thank you. 

• Initial Complaint

  Date:10/17/2023

  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.

  On October 13 2023 I requested to rent at Airbnb the Ocean 3BR Condo starting Jan 12 **** until Jan 31 **** I submitted my request and paid my deposit waiting for ************************************ to accept my offer. The request date and time was Oct 13 2023 at 10:16pm at 11:24 replied Good Morning, Good Morning, The price that you see on your side is Airbnb's generic pricing.We apologize for this inconvenience Pricing will be ready here in the next few weeks. We are currently working on getting all of our **** pricing completed prior to January. I'm sorry you feel the way you do but i can assure you it is not bait and switch. It is clearly the year 2023 at the this time.I'm disappointed that did not accept my request their failure to update their price sheets is either willfully negligent or misleading. The classic bait and switch

  Business Response

  Date: 10/18/2023

  Hello. I would like to apologize for your frustration with this situation. The property shows as available because we advertise it. However, you sent a request to book. A request to book can be declined for a number of reasons and pricing unfortunately can be one of those. We did message you and apologize for declining, while also letting you know we were currently working on the rates. With that being said, the rates have been completed and are cheaper than you had originally planned for. All we asked for was patience. We as the host, like to have more control over our bookings. We do not allow instant bookings due to reasons like this. It is more respectable to not allow a booking if there is a discrepancy than to approve it and then have to cancel and refund if the rates were not correct. In your case, the rates you wanted the property for were higher than what we are actually asking. Furthermore, the calendar is now open if you would like to book. Thank you. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20742108
  
  I am rejecting this response because: They claimed that I would get a better rate. When I tried to book again the dates are closed.

  If they offer new rate and open the dates required will accept there offer.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/20/2023

  Hello again. The dates requested are unavailable because a reservation has since been booked. We advertise on multiple platforms, therefore after opening the calendar when the rates were fixed it was open for booking as I previously mentioned. It has since been booked. We apologize for the inconvenience. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20742108
  
  I am rejecting this response because: They claimed that they would open the dates request date Jan 12 **** to Jan 31 ****, with new price point. They have failed to make new offer I will close this complaint when they make good with their offer. There hoping this goes away.

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

  Business Response

  Date: 10/25/2023

  Hi ******. The calendar is open. It has been since my last response. The rates are also cheaper than when you originally wanted to book, as also stated in my last response. Have a great day. 

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service 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 rented a room at the Boardwalk in Myrtle *********************** ** through Airbnb. Upon arrival, there was 3 bags of trash in the entry way, hair on the bathtub wall, mold around the tub, the bathroom floor was dirty and the carpet was dirty. I took pictures and sent them all to Coastline Beach through the Airbnb they claimed the floor was only wear and tear. I have pictures in which I sent to them and as of the next morning, the trash still remained. We could not leave since every place was booked so we had no choice. They say they would cleaners, but since we at dinner at the time and not there, I did not feel comfortable letting people while we were not there and our belongings were. I told them I did not want anyone unsupervised. I asked for a partial refund and was denied. This company is a joke,

  Business Response

  Date: 07/05/2023

  Hello. We are sorry you feel you had a bad experience. You reported trash in the hallway outside of the unit, but we provided you the time stamped photos from two separate departments (cleaners and inspectors) before your arrival showing there was no trash in that hallway when the cleaners cleaned and exited the unit. You then complained of other issues to which we offered to send someone on more than one occasion. You declined each time. If you report something, we do our very best to respond quickly and rectify the issues. If that effort is declined and we are not able to get in to rectify the concern it is unfair to say we were not helpful. We did try more than once to come to the unit and were denied. A refund can be considered if there are issues we are unable to fix once we evaluate or if there was no action taken on our part. Neither of those were the case for this situation. I apologize you were not happy with the outcome. 

• Initial Complaint

  Date:11/22/2022

  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.

  I rented through Air BNB however the owner was Coastline Beach. I stayed from 10/30 - 11/2 and received notification from Air BNB on 11/6 that I owe over $900 worth of damages. They explained several issues including stains on the carpet, a damaged wall, stains on the wall, a damaged drawer pull and a broken smoke detector. After contacting the realtor, they told me to deny the charge on Air BNB's website which I did. After providing pictures of the damages on Air BNB's website combined with a few other websites, Air BNB mentioned they will auto charge my card on 11/29. I contacted Coastline Beach, and they in turn requested I again contact Air BNB. I called Air BNB given they closed my case and didn't allow an appeal. They told me it's company policy not to provide info as to who is working on the case. This is all very strange to me after I provided evidence the damage existed before I checked in. I've spent over 8 hours dealing with this and they are still attempting to auto charge my card. Dealing with this company opens you up to potential liability that has been caused by a previous renter. This is a complaint against both Air BNB and Coastline Beach. Given the time spent on showing evidence they continually attempted to charge me for, I would like to request a full refund. Air BNB and Coastline Beach have pictures of the damages to the unit, plus they have pictures of the advertised unit showing the pre-existing damages. This has been a waste of time proving that I didn't create the damage, and I request a full reimbursement for my stay.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/23) */ Hello ****, While we do understand your frustration. We were able to check all communication from you and our office. You did not report any issues or damages to us when you checked in. The only response from you was on 11/2/2022 stating that everything was very nice and clean. You did not report any issues to us as it states in your check in instructions that you received prior to checking in. It states that all issues must be reported to us within 24 hours to avoid charges. With this being said. When the cleaners arrived to the unit on 11/2/22, they reported that there were wall damage, stained carpet, broken drawer knob, and damaged smoke detector. You were charged a total of $965. When you called to dispute this charge, we simply told you if you do not agree to pay for the damages please declined the charge then we will involve Airbnb and they will investigate. They determined that the charges for legitimate. We understand you do not agree with those charges,but we do have to protect our homeowner from damages made by the guest. With this being said, as you were already made aware of this. We are unable to refund you any portion of your stay or the damages. We apologize for any inconvenience. But we are unable to override our policy and we cannot give out free stays when you stayed the entire duration of your stay. We hope you understand. Consumer Response /* (2000, 8, 2022/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/11/2022

  Type:Customer Service 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.

  Rented a suite though this rental management company at Sea Mist resort 9/3-9-5 which had bed bugs. They were not visible upon arrival, however on the morning of 9/5 I woke up with welts on my arm. I stripped the bedding and found a live bed bug crawling on the sheets. I have immediately contacted the rental with a complaint asking for a refund. I was denied refund based on their own property inspection. I am enclosing all available documentation. I did seek medical treatment for my injuries and currently on steroidal treatment from my doctor . HIPAA release signed and you are welcome to review my progress notes from the visit on 9/6.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/09/12) */ Hi *****, While I do understand your frustration. We had a professional company do the inspection on the room after your report. The inspection came back negative, which we relayed to you multiple times. Im sorry, in situations like these we have to go by what the professional report states. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable business practices. I have provided photographs with the insect on your suite's bed sheets and my injuries and yet you claim your suite has been tested . All I know is I have proof that I sustained injury while in your rental. I will not accept an apology with a denial of an issue . Business Response /* (4000, 9, 2022/09/15) */ Hello *****, Again, we apologize for any inconvenience. We understand your frustration. But as previously stated we had our professional company come out to inspect the unit. The report did come back negative. We cannot go against what our pest control company says. With this being said no refunds will be warranted. We hope you understand. Consumer Response /* (2000, 11, 2022/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Unfortunately this business refuses to acknowledge that issue occurred on their premises siting their inspection as a rule. I will not pursue this issue as dealing with this business is clearly useless . I hope this accident does not happen to another consumer .

• Initial Complaint

  Date:07/11/2022

  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.

  We stayed at the Carolina Beach Resort from 7-2-2022 to 7-7-2022. While we were there, we had issues with the bathroom having mold, the flooring coming up in the hallway, the T.V. not working and having no internet the whole trip. Also the pump went out of the air conditioning that caused a water leak onto the floor that was already coming up from what I can only assume was other water damage. The maintenance man came in and fix the issue and placed towels on the floor. We did not pick them up as we just thought they were needed to ensure no more water went on the floor. To our dismay, we were told after we left that we had broke the flooring and were charged $200 to fix it. We did not break any flooring and the rental office refuses to allow us to dispute this issue. They are stating it is my word against theirs because I did not document it well enough. The water damage alone would have made the flooring to be replaced, however after seeing the conditions when we got there, they do not look like they take good care of it. We are being charged for something we did not do and for a floor that would have had to be replaced anyway. Also, there is no way, one piece of flooring would cost $200 and I am unable to dispute it.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/07/12) */ Good evening *******, I apologize that you are unhappy with our decision. This decision did not come lightly. We took into careful consideration all reports made by you, house keepers and maintenance. We carefully evaluated each and every photo and report, which we did send you. We had determined this specific damage was not there prior to your stay and had nothing to do with the leak. The WIFI is provided and managed by the resort. I apologize it wasn't working up to your standards. Unfortunately we are not at liberty to discuss any personal information about the homeowner. We cannot provide you with that information. The rest of the information you are requesting is public knowledge should you wish to do your research. I would also like to remind you that you did sign a rental agreement that stated if there are any damages done by you or any of your invitees Coastline Beach Rentals reserves the right to charge the guest. Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are charging $400 for tile that we did not break and was already water damaged! There is no way that floor should have broke like that! We never dropped anything in that floor or had anything heavy. The reason we did not report that damage is because we did not see it due to the towels your maintenance man left on the floor. We were not advised the leak was fixed so we assumed that was why they were left and we did not remove them. You can see on the video that was also sent that the floor was already coming up and other pieces of the floor were already damage also. I want a bill to show how it cost $400 to replace that one tile amongst all the other tiles are also being replaced due to the water damage! I also found out how the HOA was and they also advised me that your company lied and they did not tell you to charge me! They stated that was your decision!!! I am not paying for a floor that was already damaged! Business Response /* (4000, 10, 2022/07/16) */ Hello. It has already been said via emails and other phone communications with you personally that you were not held responsible for the piece of tile you reported that was peeling on the corner. We were aware and agreed that it was not caused by you and was this way before you arrived. However, what you were charged for was the broken tiling that had to be replaced. There are several photos from both you and our cleaning team as well as inspectors there were no broken tiles before your arrival. After your departure, there were tiles that were busted up. This is not the same as a corner peeling in your photo you submitted, and this was explained to you on more than one occasion. We in no way tried to deem you responsible for anything you reported or that was known before your arrival. We are, however, holding you responsible for the damages that occurred to the floor during your stay. We provided you with all the photographic evidence we have, time stamped, from two separate departments that show cause to rule the damage a result of you and/or your party during the dates you occupied the property. We apologize if this is not the outcome you were hoping for as we wish this did not take place also, but the decision made was final. Thank you. Consumer Response /* (4200, 12, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the bill showing how one tile of a floor that was already water damaged and coming up cost $400! The maintenance man stated the floor was going to have be replaced! I did not break that tile and there is no way it cost that much. You are charging me to replace your already damaged floor! Business Response /* (4000, 14, 2022/07/27) */ Hello, I am reintegrating what was said to you previously. It has already been said via emails and other phone communications with you personally that you were not held responsible for the piece of tile you reported that was peeling on the corner. We were aware and agreed that it was not caused by you and was this way before you arrived. However, what you were charged for was the broken tiling that had to be replaced. There are several photos from both you and our cleaning team as well as inspectors there were no broken tiles before your arrival. After your departure, there were tiles that were busted up. This is not the same as a corner peeling in your photo you submitted, and this was explained to you on more than one occasion. I also would like to add that maintenance brought this to our attention that this was a guest damage. Therefore, this is why we had to charge you for this damage. Again, we do apologize this was not the outcome you hoped for. This decision is final by the maintenance team and the property manager. We hope you understand.

• Initial Complaint

  Date:06/29/2022

  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.

  Coastline rentals rents you a property that they charge you a cleaning fee so your room is cleaned when you arrive but then upon your arrival you see rooms not cleaned and your supposed to be the inspector to check the room upon your arrival then inform them so they can send someone to your room to not clean it again. You pay for a service you don't get. Manager is rude and blames you for not coming rite in on your vacation and inspecting the room and informing them. If you actually have a house keeper and then an inspector there shouldn't be a problem all I want back is the cleaning fee because it was a service that I payed for but did not receive

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/06/30) */ Hello. We were happy to look into this for you. We pulled all emails and call recordings, as well as the photos from cleaners and inspectors that are time stamped of cleans before and after guest arrival and departures. There were no complaints via phone call recording, or email from you. Per the check in instructions email and the rental agreement you agreed to and signed. Any issues with the unit are to be reported to us in a timely manner when you check in. We usually require that you report any issues within 24 hours of your checking. I am so sorry to hear that you did not enjoy your stay. We really wish we could have made your stay more enjoyable. After reviewing your call to us on 6/28/22, Most of your issues you reported are outside the unit. Unfortunately, we do not have control over the issues you reported with the pools, people being loud around the pool area, the resort cleanliness issues. We will be happy to report all of this to the front desk. But unfortunately, there is nothing we can do about this. Again, I am very sorry for any inconvenience you have encountered during your stay. If you have any questions or concerns. Please let us know.

• Initial Complaint

  Date:06/28/2022

  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.

  I rented a 10 bedroom villa. Upon arrival, my family and I were in shocked about the condition of one particular side of the villa. We immediately reported the condition of the villa upon arrival on June 28th. Below are a few issues we found and reported: 1) A chair was broken in the master bedroom 2) The sofa was stain and dirty 3) The iron was broken 4) The walls were filthy 5) The floors were dirty and full of sand 6) Bedroom sheets in one of the room were worn and torn 7) One of the beds' mattress had shrink in the middle 8) Several of the bedroom sheets were dirty and full of hair 9 Most of the furniture was worn out. Looked really horrible. The other side of the villa was okay for the most part. Few dirty sheets and hair in the bed They said it was a popular villa with much wear and tear. Upon departure, they withheld $400 of a $1000 deposit faking like we stain that dirty sofa. I would like my total deposit refunded

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/06/29) */ Hello. We were happy to look into this for you. We pulled all emails and call recordings, as well as the photos from cleaners and inspectors that are time stamped of cleans before and after guest arrival and departures. There were no complaints via phone call recording, and you did send us one email. In this email we received from you there was no text context, but it did include three individual photos. One of the hole in the arm of the couch, the second being scuffs on the wall, and the third of a dining chair that had material coming apart and/or missing. These things were noted in your reservation, and you were not held responsible for these issues you reported. It was also very visible in the photos that all 3 were cases of wear and tear, which happen frequently in high traffic short-term vacation rentals, unfortunately. As for the heavy staining on the couch that we withheld a partial amount of your deposit for, this was not reported. We also went back into the photos provided by two separate departments (both time stamped) and these stains were not there before your arrival. We apologize if you are unhappy, however, it was not reported and there is no evidence of it prior to your stay. As stated in the rental agreement you signed and agreed to, as well as the welcome packet of check in instructions sent to you before your arrival date, any and all issues or concerns were to be reported so we can address. Damages not reported get evaluated and were determined to be a result of you and or your guests. You were provided photos of the staining in your email sent to you that notified you of the withholding as well. We understand that accidents do happen, and we are not upset with you. With that being said, we also have policies to abide by, your signed rental agreement and a vendor that has to be paid for the treating/cleaning of the couch. We hope you have a great day. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) What evidence did your cleaning crew present to indicate there were no stain on the couch prior to our stay? All of the children were only allowed to drink water. When they sit on that sofa, which was rarely, they covered it with blankets and bed spreads. The extra one from my closet. My bedroom was directly across from the living space. No child had food in there except snacks such as chips and etc. They had all their meals in the dining room. Surely if your crew or crews are one hundredth percent sure there was no stain, I am certain they provided evidence of such. Please provide me with the proof and pictures of the sofa before our arrival. Question, did your crew report all the issues with the villa I noticed in the filing? You rental a villa where the chair was broken in my bedroom. I personally sit in the chair and felt out. The children witness it and laughed. But you are combined the stains were there. That villa problems were more than wear and tear. Were hairs, dirty walls, dirty sheets and etc simply wear. No, it is about money. You don't take time between rentals to properly maintain that unit. Do you blame the tenants and keep their deposits as a scam. I need proof that those stains were NOT there when we rented that villa. It is not about the $400. It is about honesty and scammers. Business Response /* (4000, 9, 2022/07/01) */ Hello. Yes, as mentioned in the first response to you here, as well as the emails sent to notify you of the security deposit withholding, cleaners and inspectors both submitted time stamped photos before your arrival. This is standard on every property, for every guest. Cleaners and inspectors are required to submit time stamped photos before and after each arrival and departure. It is preposterous to imply that we are wrongfully withholding your money for something you did not do, when the unit had several wear and tear issues. We do not and did not hold you responsible for anything that was not relative to your stay, and we only withheld the cost of the clean to the couch and you received the rest of your money back. Again, we understand that accidents do happen, and we hope you understand that they also have a cost. Consumer Response /* (4200, 13, 2022/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you have taken pictures before and after departures, I am sure you don't mind submitting those photo with proof of dates taken before our arrival. You failed to address only returning $500 instead of $600. I have started digging into reviews and complaints filed on your business. I won't let it go. I am a researcher. I have all the time in the world to collect fraudulent evidence to build my case before I filled the law suit with the courts there. Small claims court but it, about your scamming practices.

• Initial Complaint

  Date:06/21/2022

  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.

  On June 16 we checked into Atlantica 1055. The room was not the cleanest but we decided to just leave it be as we were only staying a few days and wanted to make the best of it. Upon arrival we seen that the rubber piece on the kitchen sink sprayer was laying behind the sink. However, I did not report because it had been laid back there. I assumed the cleaning team had placed it there. After check out we received an email stating that they were keeping our $200 damage deposit and sent "time-stamped" photos. It stated that the piece was there after they cleaned before we arrived and that it wasn't after departure. We placed the piece back on the faucet after we cleaned the kitchen before leaving so I know that the piece was there. They also sent a picture that they had stated they had to replace the whole faucet, the picture was the exact same faucet, still missing the rubber piece. I calmly called and asked what could be done about the situation but was told that I could not speak to anyone other than herself and she wouldn't allow me to get in touch with the owner that it was a finalized decision. I own a business and if I had the "customer service" personality that the lady had with me, we wouldn't have a business. Rude was an understatement. After the phone call I decided to check into their BBB rating and shocker (not so) they have a C. I simply asked for a refund because the issue wasn't damaged from us. It was normal wear and tear that they have just let go until they could place total blame. Not to mention the faucet they had in place would not entail a $200 fee. And to add more to the above complaint, prior to check in I had sent an email asking about parking passes because we did not receive information as to how many we would get before check in, I have still yet to even get a response and thankfully the gentleman at the front desk allowed me to have one extra.

  Business Response

  Date: 08/07/2022

  Business Response /* (1000, 5, 2022/06/22) */ Hello ******, We hope you are well. We understand you are upset about the charges. However, this issue was not reported prior to you checking in. Per the rental agreement that you read and signed. It clearly states that any damages must be reported when you check in. We never received any reports of damages from you. Also, we have pictures from our cleaners showing that it was not damaged prior to you checking in. I am very sorry for any inconvenience and sorry you do not agree with this charge. This is why we charge a security deposit, in case of any damages after each guest checks out. We hope you understand. But we have to protect our homeowners. As far as the parking pass. We are only allowed to give out one parking pass per reservation. But I am so glad to hear that the front desk was able to help you out with this. This information was given to you in your check in instructions email sent to you. Again, we really do apologize for any inconvenience. But this is our policy that we have to abide by. We hope you understand. Consumer Response /* (3000, 8, 2022/06/23) */ Yes I do agree, however, in what world does a cheap faucet entail a $200 deposit? And you can't say oh you have to include labor, that's why you pay maintenance workers by the hour. The piece was laying behind the sink when we got there so you need to be checking the honesty of your cleaners as it is common sense that they would have already been aware of it and just didn't want to take the blame. After reading many complaints and see your reviews it is a shame that you are still an operating business. And I understand about the parking pass, however, no response was given to me at all during my stay when I have documents that clearly state if we need anything to reach out. So how do you guys get to decide whether it is right or wrong that I didn't reach out when you didn't either? Seems pretty one sided. I even agreed to pay the price of the faucet which was 49.97. Not $200. Seems like that is money in your pockets, not the property owners. Business Response /* (4000, 10, 2022/06/27) */ Again, all I can do is apologize that you are upset or feel that you were wrongfully charged. We were not personally there and have to go off of documentation provided to us. We have hosted hundreds of thousands of guests with no complaints at all. Unfortunately those with pleasant stays aren't ever as quick to look us up online to see how they can leave a positive review. I would say that's pretty typical for a lot of businesses. The BBB has become a place for disgruntled customers to complain. We sincerely hate that you fell into this category. We don't ever want a guest to have an unpleasant experience, but again, we do have to protect our owner's properties.