Customer ReviewsforThomas Beach Vacations

Thomas Beach broke a Beach rental agreement for July *********************. They said that above property is no longer listed. They said sorry, but that we have to find another rental on our own. We planned this vacation for a whole year. Very unprofessional. NEVER RENT FROM THIS COMPANY. THE WORST

We sincerely regret that the property was no longer on our rental program. Often, owners sell or remove the properties from our program. We go above and beyond to place guests in other accommodations when this occurs. **************** is key to our family-owned business. If ****************** would like to speak with our manager, ***************, please call ************ for further discussion. We truly strive for customer satisfaction.

TERRIBLE CUSTOMER SERVICE. Renting an oceanfront 6 bedroom house with a pool in ************ Beach. We rented the same house last year. This year the pool was filthy when we checked in and unusable. We contacted Thomas Beach and was told they had until 6:00pm that day to clean it. The representative was very rude. No pool service and we called back at 6:05, office was closed until Sunday at noon. We contacted the after hours number and was told nothing could be done. Called in Sunday at noon and was told pool service was scheduled for Monday and nothing could be done. I went to the office and the representative called her manager and the manager said the pool would be cleaned yesterday afternoon. It's Monday and the pool still has not been cleaned. Additionally, there are ants in 3 of the bedrooms, in the living room, and both porches. I woke up yesterday with one crawling across my face. This morning a rep from the cable company came to our door and said we have an issue with the ****************** he has to get to the boxes in the house. Waiting on Thomas Beach to call us back so the closet can be unlocked for technician. For $15k a week I expect less problems and more fun. It doesn't take much to provide good customer service.

This guest is still inhouse (staying with us). He has been contacted today, July 11, 2023. The pool has been cleaned. The ant situation has been taken care of via an exterminator. In addition, the Internet has been repaired and is in service. This guest also has been compensated for the problems he encountered during his stay. The guest accepted the offer and said he will remove his negative posts from social media and the BBB.

 

 

Paid $16,000 for a beach rental. Check in time was 3:00 according to their Happy Stays App. Called a week in advance and e-mailed requesting check in early. Called at 4:00 pm to request status and they have not even started to clean property. Went by property and there is no cleaning service there. Now they are saying may be 7:00 pm before we can enter. My 8 grandchildren are crying. Will never rent from this company again.

We regret that Mr. ******* could not get into his property early. However, we can never guarantee access time. Our rental agreement clearly states that check-in begins at 3 p.m., but we cannot guarantee a property to be ready by 3 p.m. He was never promised a 3 p.m. check-in, nor was it feasible. Mr. ******* was notified at 4:27 p.m. that his property was ready for him to occupy. He stayed in the same property last year and checked in at 4:16 p.m.

Mr. ******* immediately threatened our Guest Service reps with the fact he would file complaints and rate Thomas Beach Vacations poorly on all social media. The guest also gave our reps a difficult time about returning to the office for his check-in packet when the room was ready. He sent several emails wanting to know where to address complaints. He was given contact information for our Director of Guest Services. What is difficult to understand is that Mr. ******* has rented from Thomas Beach Vacations several times and there has never been an issue. He was given access to his rental 15 minutes later than he was last year. This is our peak season and we want to ensure the rental property is properly cleaned and sanitized and not rushed to get a guest in before it is inspected.

My check in time was 3:00 pm. They were supposedly cleaning the unit during the hour and a half we waited after that, but the house was not cleaned properly and my family spent hours cleaning after we arrived. We have rented a property at Christmas, after that we will never rent from this company again. These people have terrible customer service.

This is the verbiage in our contract, signed by all guests/renters: CHECK-IN is at the office designated on your confirmation, beginning at 3 PM or as soon as your vacation rental is cleaned and ready. Check-in may be delayed for maintenance or special cleaning. Please be aware that many accommodations may not be ready in-season until after 3 PM.

Check-in time is not at 3 p.m. and is determined by many factors beyond our control. If the guest was not satisfied with the cleanliness, we would have sent a cleaning crew back to the property if they let us know. We take customer service and satisfaction very seriously.