Customer ReviewsforSalt Water Vacations

If I could give zero stars I would. DO NOT BOOK with salt water vacations! Save your money and time. My family and I booked a trip by calling directly and spoke with their agent to book a home on their website for 1 week. The agent I spoke with Kelsey booked it for us. She made a HUGE mistake and booked us for the wrong YEAR. Our trip is only a few weeks away. Our dates that we booked were still available online, this allowed another family to book it. Keep in mind that I had booked in advance through their agent that failed to correct the date. Luckily I called to confirm my reservation but came to find out their mistake. Salt water vacation then canceled my trip that I booked before another family booked online. They were not suppose to be able to book online. Now, they have canceled my reservation and I have to deal with all this trouble from finding a place, refunding our flights, and dealing with this stress 3 weeks before our trip. Thank you for ruining our trip and for terrible customer service. The right thing to do in this situation was to book me for my original trip since I booked first. How sad and pathetic of a company. Will not ever do or want to do business with this company. I will write more reviews any where else I can to warn everyone. They treated my family so poorly because of their agent making this huge mistake. Thank you for nothing. And your offer for another downgrade of a house is unacceptable.

Salt Water Vacations makes bookings under a promise to make our best efforts to ensure each stay is fulfilled in the vacation home of the guest's choice. On a rare occasion, we are unable to accommodate certain bookings and in those situations, as in this one, we do everything we possibly can do alleviate understandable guest frustrations. Salt Water Vacations offered this guest alternative upgraded accommodations, complimentary beach service for their party at our private beach, and also offered complimentary pool heat for the duration of this stay - total value of the upgrades and complimentary items was over $1500. In addition, Salt Water Vacations extended this guest the option of cancelling with a full refund as a courtesy for the inconvenience (outside of our stated Cancellation Policy, which allows for us to retain any prepayment of funds under our nonrefundable prepayment terms). We strive for perfection, but on occasion in our humanity, we fall short and in those instances, we ask for the grace of our guests and do our very best as we did here to remedy the situation. Again, we're sorry that this guest does not feel our apologies, extensive attention to the situation, and multiple offers of remediation were satisfactory. While we always appreciate feedback; we remain sorry that this guest feels this way. Salt Water Vacations' offer/response to the guest's concerns was emailed as follows:

Hello Mrs. Guest,

Thank you for working with us over the past few days to work out the details of your reservation. We are extremely disappointed that the upgraded unit assignment alternative we offered you was unacceptable for your vacation plans. We do understand that, though our rental agreement's Section 2. allows us to reassign comparable or better accommodations at our discretion without impact on our non-refundable prepayment policy, on occasion those accommodations do not meet your vacation planning needs. In these instances, we do our best to meet our customer's needs with the tools at our disposal, so as communicated to you on a phone call today with our Guest Relations Manager, we have made a courtesy exception to our policy and cancelled your reservation with a full refund of your prepayment.

Should you decide to change your mind, we continue to be willing to honor the upgraded unit reassignment as initially offered with the following terms:

-Upgraded Accommodations for your requested dates (March 25 - April 1) at our Flirty Flamingo Property with a Reservation Total of $7140.00 ($190.40 less than your original reservation - discounted for the inconvenience).
-Complimentary Beach Service (3 Setups; a Setup includes two beach chairs and an umbrella) at our Private Beach within walking distance ($1,260 value)
-Complimentary Pool Heat for the duration of your stay (normally $100 per day)

This offer is available until March 1, 2022 at 5PM or the unit becomes available due to another guest booking it, whichever comes first.

Thank you again for your patience while we did our very best to accommodate your vacation request. We hope you'll consider Salt Water Vacations in the future.

Salt Water Vacation Management & Staff


We offered two separate resolutions (alternate accommodations with courtesy offers or cancel with refund) and consider this matter resolved as we did refund the guest's full payment since she declined the alternate upgraded accommodations.