Complaints

This profile includes complaints for Anna Maria Island Accommodations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Anna Maria Island Accommodations

  315 Pine Ave Anna Maria, FL 34216

• 

  Anna Maria Island Accommodations

  5604 Marina Dr Ste B Holmes Beach, FL 34217-1556

• 

  Anna Maria Island Accommodations

  PO Box 235 Anna Maria, FL 34216-0235

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:08/15/2023

  Type:Service or Repair 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.

  Pool heater was on for first 3 days we couldn't swim. The pool wasnt cleaned the whole time we were there. The arcade game advertised with propert had bee broken since June part of the reason we rented property. One of the bedrooms the mattress and bowstring were on the floor, the refrigerator was falling apart, the cleaners didn't clean there was a full bottle of liquor in the kids bedroom. The windows in master bedroom are so old room stayed 85 degrees or higher. Boards falling off the fence,. They gave 300.oo compensation. The dishwasher is a worthless piece of c*** I stayed on the phone a majority of my vacation with them!! Would not stay there again. I'd recommend you don't either!

  Business Response

  Date: 08/16/2023

  This guest has been contacted and compensation has been agreed upon for the issues listed in the above complaint

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20470588
  
  I am rejecting this response because: I made it clear to them I was not happy with their offer. They said it was final if I didn't sign within 48 hours. it was the only one id get. So I took it but expressed it was not enough.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/17/2023

  If it comes down to it and we are not able to resolve an issue that a guest experiences during their stay then we offer to compensate them as a way to resolve the situation. If they do not want to accept this resolution and would rather share their thoughts in the form of a review, then they are free to do so. According to our compensation document that this guest signed "Guest also does hereby acknowledge and agree that Guest shall not do, say, publish, write, or otherwise communicate in any manner, including, but not limited to, online reviews, anything that would or could potentially disparage or damage the reputation of the *************** Because this guest has now broken their contract, we have the right to dispute their refund.  

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/29/2023

  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 booked a property for rental with Anna Maria Island Accommodations Wednesday 6/21 at 6:00PM. We found out we had additional family coming and the property we booked was not large enough to accommodate our family. I called back to cancel Friday morning 6/23. So this property was not even off the market for 24 hours as there is no loss for them to re rent. The booking was for 10/27 over 100 days away from my booking date. This company charged me a $299 cancellation fee for 24 hours. I asked to speak with a manager and ****** emailed me back. She hasn't even picked up the phone to call me to discuss. She said she would look in to it and I have not heard back from this company about a refund. The last correspondence I received was last Friday (it's been almost a week). This is the worst customer service I have received.

  Business Response

  Date: 07/09/2023

  Our cancellation policy is stated in our Terms & Conditions and mentions that there is a cancelation fee for any bookings. We try our best to be transparent about this so that our guests are fully aware in the case that they need to cancel their booking for any reason

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20254469
  
  I am rejecting this response because:

  The rental agreement may state this, however, this was literally 24 hours later. The property was not being rented until 4 months from now. In addition, the rental agreement also states the money will be refunded minus the $299. It has been 2.5 weeks and I have yet to see the refund hit my account. I have asked for several calls with no response from this company. I called today and was told the refund was never requested, person on the phone said it was an error on their part. They would have get back to me. This company still has over $700 of my money and will not even communicate via phone 

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

  Business Response

  Date: 07/10/2023

  Accounting issued a refund of $464.22 to **** ending in **** on July 10. Our apologies for the delay. Refunds are reconciled 3 times per month and several hundreds of bookings, we do not issue them on a case by case. 

  It was explained that we do not have a grace ****** for bookings, so cancelling 2 days after confirming and agreeing to the terms would fall under the below: 

  CANCELLATION POLICY:  You may cancel your reservation up to 60 days prior to check-in for a full refund 1) less a $295 processing fee and 2) less 3rd party travel insurance fees, if applicable.  After that time, or for reservations made on or less than 60 days in advance of check-in, your reservation is non-refundable. 

   

   

• Initial Complaint

  Date:05/30/2023

  Type:Order 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.

  The posting for Corona ***'s (**************************************************) showed a private pool, both in pictures and the description. However, when we arrived on Saturday (May 27th), we immediately saw that the water was green, and approximately 20% of the pool bottom and steps was covered in algae and bacteria, the vacuum and its hose were both separately floating in the pool, and the skimmer was full and clogged. The clogged skimmer resulted in the DE filter having 0 psi in pressure, which killed the water flow, leaving no filtration, and thus the presence of algae and bacteria that could put someone in the hospital, or worse. Considering the time it takes for that amount of the algae and. bacteria to grow, AMIA was promoting this property for rent from their website while they was already visible in the pool; all-the-while saying that their pool vendor had been there the previous Thursday (May 25th). As they claimed that eyes had been made on the pool so soon to our arrival, AMIA either did not care about the dangers, or were ignorant of them altogether.We provided pictures of the pool, the skimmer. the DE filter gauge at 0, and the vacuum floating in the pool, and website links showing the dangers of the algae, as well as communicated the company's failure to fulfill their end of the contract. Yet, they refused to release of it.Their willingness to promote a property, and contract renters to it, that would put those renters in ***** way, all-the-while refusing to release those renters from a contract that falsely advertised a property, demonstrates unethical practices that is committed to money over families and children.

  Business Response

  Date: 06/08/2023

  This guest filed their case at the beginning of their stay. This was during a holiday weekend when the pool company isn't available for regular service but we still managed to get a vendor out on Monday which was 2 days after the issue was reported to **. Since this complaint was made, we have tried to reach out to the guest to offer them compensation for the pool but never received a response back. Please see the attached photo of the multiple attempts to send the guest their compensation e-sign document.

• Initial Complaint

  Date:03/16/2023

  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.

  We stayed in one of their rental units. The pool heater was not functioning for most of our trip. They offered ** compensation only if we agreed to not leave a negative review of the property. We declined their offer. They owe us compensation for our stay and would like them to make good on their obligations.

  Business Response

  Date: 03/16/2023

  We are terribly sorry for the issue with the pool heater that this guest experienced during their stay with us. Our e-sign compensation document is necessary for any guest requesting a refund and this guest initially said they had no problem signing it but proceeded to scratch out part of the document which voided the contract then went and charged back their stay with their bank. This chargeback case is no longer open as it was ruled in our favor. We are still more than happy to compensate this guest for the issues they experienced in the amount that the guest initially agreed to, we would still require the guest's signature on the original document.

• Initial Complaint

  Date:01/19/2023

  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.

  Please see the financial breakdown of the house we were supposed to get (Dolphin Pointe) versus what we were put in (Beach Walk) Beach Walk $865.00 $82.15 admin fee $220.00 cleaning fee $59.00 damage fee $90.00 linen fee $1316.18 subtotal $157.94 tax $1474.12 grand total DOLPHIN POINTE $2800 $266 admin fee $190.00 cleaning fee $59.00 damage fee $90.00 linen fee $3405 subtotal $408.60 tax $3813.60 grand total. Our grand total $3568.32 $3568.32 -$1474.12 = $2094.20 (This is what we should have been reimbursed) Also, upon request we have pictures that we sent this company, but they chose to ignore.

  Business Response

  Date: 01/21/2023

  We were truly sorry to hear about this guest's experience upon entry to their first rental. It is our goal to provide guests with a sanitary, clean and fun environment while staying with us. We understood the guest's concerns, and were luckily able to provide them with alternative accommodations. As per our Terms and Conditions that this guest signed prior to arrival, "If Guest needs to shorten their stay or change to a different property, the normal cancellation policy applies.  No changes are permitted during the stay." Per the contract, changes in properties during a guest's stay normally falls under the normal cancellation policy, in which we open their original property back up for rent. In this case, a refund would only apply if the property was re-rented and any discounts in the re-rented property would be taken from the guest's refund. This being said, when alternative accommodations are provided, we are not required to provide any additional compensation. We did find this guest an alternative accommodation, which we were happy to, and we considered that the final resolution. 

• Initial Complaint

  Date:12/29/2022

  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.

  We rented a vacation property with this company. Property really shabby and totally different to pictures which presented a new, clean house. Sheets dirty blood / food stains on them etc. on arrival I phoned and asked for new sheets they brought some. Next day 25th December I sent an email saying we were really unhappy sent pictures of the dirt of place etc and asked for a partial refund to cover our disappointment and fact outside area was so dirty it was unuseable. I also said if they were unwilling to do that we could instead move out on 27th December and seek a refund for remaining nights. This was ignored, I also sent a follow up which was too ignored. I have phoned every day and its a call answering service in Virginia and I get fobbed off being told management are looking at it but may take a couple of days to come back. Every day same line and no follow up. I texted also ignored and messaged. Also I put up a negative comment saying I was being ignored on their ******** page and this was taken down immediately. I also notice that their are no consumer reviews for this property on any website (Although their was when I booked several months ago) and I believe they have taken them all down like my ******** comment as clearly they would be negative. I am shocked at being ignored and feel I am dealing with scammers. The rental was c. $9,500 for a week so extremely expensive and at that price surely I can expect to get some quality and service. Please advise was my options are here. Interesting I see their terms and conditions say you waive the right to seek damages for cleaning but I did not in fact sign them and no one ever followed up with me on that. I have more images and video If these arent clear

  Business Response

  Date: 01/05/2023

  We apologize sincerely for any concerns or frustrations during your stay. 

  Our records indicate that you called our emergency service line at 7:54 pm on the day of your arrival 12/24 regarding dirty linens. These were delivered to you at 8:44 pm.

  This is the last record we have of you coming to our team with any issues or concerns, which we would have been happy to address had we known.

  Since we resolved the one and only issue, we received from you within 1 hour of the report, we do not feel as though a refund of any sort is necessary.

  
  We wish you the best of luck on your future travel endeavors. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18654636
  
  I am rejecting this response because:

   

  it is untrue.  The first night yes they responded to my request for clean sheets - to be expected given sheets were dirty! I had to change the beds myself as they were literally dropped to my door.

   

  The next day (26th December) I sent a detailed email (copy attached ) with photos, showing the dirt throughout the house, the floors, fridge, skirting boards, drawers, dust and most particularly the outside areas which were revolting and totally unusable.  I offered two solutions that I wanted either a partial refund to reflect the above or that we would move on the 27th December.  I asked for a reply asap so I could progress.  This email was ignored.  I followed up with a second email on 27th as wanted to move and this too was ignored.  I phoned twice that day and spoke to ***** and was told that my messages had been passed onto the relevant managers and they were working on it and would be back to me. I said I needed a response asap as our holiday was being ruined by the house which was totally different to photos and to the standard of the price point we were paying.   Nothing again ignored.  Next morning I phoned again and more clearly told ************ suspected the strategy was to ignore me until my holiday was over.  She assured me this was not that case and that people were working on it again this was a lie and I was ignored.   I then in desperation texted the text number on the website saying I needed to speak to someone - I got a text back saying that they could help.  I then forwarded my email by text and this was ignored.    And as a final shot I put a comment up on ******** saying we were being ignored and had a problem with our house and this was taken down but no one again felt the need to respond to me.     Never in all my years of being a consumer have I ever been ignored entirely.  I and my whole family were flabbergasted by this agency and have to assume they are scammers.  They are willing to take money and do nothing for customers.  Ignore ignore and lie is clearly the mantra and take down any negative comments so the next poor consumer is lied to.  They are advertising properties falsely as they are entirely different to what is actually given to you and they are filthy with used bedsheets and dust and dirt everywhere.  They ruined our holiday and I was a refund for the entire thing.  I offered in good faith to move out and advised them of that the morning after I arrived as we were so unhappy and instead of doing anything to reach a compromise or help me they ignored me leaving us with no choice to be stuck in a filthy property with  no outdoor area as I would not have any member of my family sit in the squalor of it.  They are totally unscrupulous and disreputable and every consumer should be warned.  They take down negative comments and  change / interchange agencies Ami accommodations , ********** all im sure to try and negate the unlucky consumers who have had the misfortune to rent from them.  Shame on them. 
  

  I have more videos but cant send due to size limits
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 01/20/2023

  Hello thank you for following this up.  Please find attached a copy of my phone, text and ******** messenger records to Ami accommodations.  The numbers you can verify from their website.  I would note in terms of phone records the dates and times are GMT (Irish time) so for e.g. when it says I made a call on 25th December at *****am then this really was *****pm on the 24th December local time.  There are 8 pages in total and first attached is a three.ie bill and  which is my husbands phone where most of the calls were made from (There were 5 phone calls made between 24th - 27th December, all starred). I have then next two pages attached my bill which is  with the provider, *********  I only get a summary bill so it doesnt itemize precise times of calls but as you will see (as I have it starred ) the **** Maria Island Helpline no. was in my top 10 calls for the month with over 16 minutes duration.  I then have attached screenshots of my text messages to their text number for help.  And screenshots of the ******** messenger message (they deleted my post ).  I very regrettably have a problem with my email where I lost my sent mail and have been unable to restore them with Yahoo, so I can not send a copy of my original email although I copied it to the text which I sent them and will attach again via a document but it is not the original email. I have tried everything to get my sent box restored including yahoo premium support and i am unable to. Obviously Ami accommodations have a copy but they wont admit to it.  Please let me know if you need anything else. Fyi I was going to also initiate a chargeback on my credit card.  We feel so aggrieved by this whole experience.  I also am sending the contract which I subsequently saw I signed although I had forgotten as I dont think I sent it to you previously  Many thanks again  

  Business Response

  Date: 02/03/2023

  We are sorry that this is the way you feel. We did resolve your first concern by providing new sheets after normal business hours. We are unable to relocate someone due to a general dislike of a property. We do not reimburse for this, either, and feel that we did respond to your request in a timely manner, so we do not feel as though additional compensation is valid. We consider this matter concluded.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18654636
  
  I am rejecting this response because:
  
  

  Again it is lies and as this process continues I am surprised how this business continues to lie, evade and thwart the process.  
  

  I did not have a GENERAL DISLIKE of the property.  The property was not the property that was advertised . The condition of the property was materially and significantly different to the property advertised.  So much so that c. 50%( the outside area which was in squalor was useable).  
  

  The business blatantly ignored me after my first understandable complaint about dirty sheets and LIED to you, the BBB in its first response whereby it said I had never contacted them after my first complaint (only my phone, Mail and social media records proved otherwise).   As it continues to lie and evade now with the latest response being that I simply had a general dislike of the property.This is not the actions of a reputable business. 
  

  The rental terms and conditions opens with that AMI offers PREMIUM properties and customer services to its guests.  Which is clearly not the case. It also under Disputes (copy attached) states that guests should contact AMI as they would like the opportunity to make it right.  They operated in breach of this for me.  I also note ( as their terms and conditions waived them of liability in terms of cleanliness) that this wasnt a cleanliness issue - this was total squalor of the outside area that rendered it unusable (as my pictures have shown), breach of their responsibility / contract as letting agent to respond and deal with my issues and false advertising.  
  

  Can this business continue to get a Government licence to operate as a rentals agent when it behaves like this? Is it possible to highlight their business practices.  
  

  As I said at the outset of my complaint I was an overseas tourist and have rented properties for several years across Europe privately, through companies erc and never encountered the absolute disregard for any level of business professionalism from this entity.  Not have I ever come across a more squalid property.  I continue to remain flabbergasted at the actions of AMI and as I said every response has been a lie and breach of professional letting standards at every level.  
  

  I am appalled that even as I write this they have a licence to let properties and are doing this to more unsuspecting tourists expecting and I will quote from their own rental terms and conditions premium properties and customer service.

   

   

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