ComplaintsforBay Pointe Property Management

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a vacation condo from January 22, 2022 to January 29, 2022 and was advised by Bay Point via email on January 20, 2022 that the new owner ( purchased unit in May) that he asked them to remove my booking because he was not accepting anything less than $500 per night and our contract was only paying $185. By the way the unit was already rented out which you will see in the email of January 20th from Jen at Bay Pointe. I also want to advise you that I contacted Bay Pointe on Monday January 3rd 2022 to confirm our reservation and get access codes to building. The gentleman I spoke to told me I had to call someone else, which I did and left a voice mail. Since no one called me back I called again on January 4th and spoke to Jen who told me the person I was trying to reach was out with COVID and could she help me. I explained everything and she looked up the record and saw where there was a hold placed on this property and she would look into it and get back to me. When she called back she advised that the unit was sold in May 2021 and they put all reservations on hold until they could confirm with the new owner that he was going to accept them. She stated that it was a clerical error on their part that my reservation was not put back into the system but that the unit was not rented so I was all set. I have included all of the documentation and just want to let you know that this reservation was originally for dates in 2021 but because of COVID it was transferred to 2022. I also believe 2 other reservations as of this time have been cancelled by the owner. Is there no protection for renters who have a signed contract from the owners double booking?

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/28) */ Contact Name and Title: Brandon ****** Manager Contact Phone: XXXXXXXXXX Contact Email: *******@baypointeproperties.com Hi *******. Firstly, I sincerely apologize for this unfortunate circumstance and inconvenience created by this cancellation. I know reservations was trying their best to help in this situation and also looking outside our company to help find an accommodation for you that would meet your specific needs and criteria. We take great care to ensure that important matters with our guests such as this are properly managed and processed. Due to this unfortunate circumstance and unforeseen rare occasion of a cancellation request we have issued an immediate full refund. Also, I noticed your comment regarding airline tickets and rental car. I hope you were able to secure a credit for future use with them in this situation as well. In addition and to demonstrate us acting in good faith should we have the pleasure to work with you in the future I would like to make a gesture to offer 20% off our standard rate for any booking placed with us prior to December 2023. Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because as a renter I am held by the contract whereas if I cancel within 120 days I lose all money unless they can fill the week. Where is this same protection for me. I realize I'm getting my money back but how can an owner double rent out the property and why wasn't I given the opportunity to pay the owners asking price? 2 days before my arrival and I was cancelled out. I know I was offered 20% off on my next booking but why would I even book with them, always worrying it will happen again. Does the owner sign a contract and if so what does it say. Consumer Response /* (3000, 10, 2022/02/18) */ Well here I am still waiting for my refund check. On January 27th I spoke with Jamie who advised me my refund was submitted to accounting and they have 7 days to process it. I confirmed with Jamie that I advised Jamie I wanted a check sent to me. Now it is February 16 at and I still have no refund check. I called on February 16th at noon and spoke to Jennifer about this and she is going to contact accounting and get back to me. Still no response from Jennifer after numerous call backs and messages left for her. It is now Feb 18th at 10am and i am going to call back again for an update.Jennifer advises she has not heard from accounting. She is going to call them and find out what is going on. I am going to contact an attorney in Florida regarding this. I also have requested previously a copy of the contract signed between your company and those homeowners. Your business practices are terrible. Business Response /* (4000, 22, 2022/04/04) */ Our office manager reached out to *********. to confirm receipt of the full refund check. ******* has indicated that she has received her check. This hopefully closes this case as resolved. If we need to respond somewhere else besides via email please let me know. If you have any questions or need any further information please let me know. Thank you Consumer Response /* (4200, 24, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do want to start off and say that I did receive a full refund as indicated by the company although this was not done in a timely manner. Also, each time I called to get a status on my refund one of two things happened either I didn't get a response from numerous voice mails I left or email responses. The second thing is that numerous people advised me that they would check into it and get back to me and I never received a callback. The only correspondence I received was an email from Jen inquiring if I received the check approximately 2 weeks after I received it, otherwise everyone else I spoke with failed to follow up with me. I also want to ensure that there is some protection for the renters that does not allow the owner to cancel less then 120 days before the rental begins. Their contract with the rental company should mirror what the renter has to agree to for cancellation.

• Initial Complaint

  07/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a condominium at *** ***** ***** ************* **** ****** ********** **** ***** ***** ** months in advance from Bay Pointe Real Estate for the dates of 7/1/21 - 7/5/21. When I arrived with my children it was filthy and uninhabitable as it was never cleaned from the previous guest. I called Bay Pointe Real Estate, but received no answer. So I had to pay more money and pay for another hotel so my kids and I would have a place to stay. I called again the next day and spoke with Jenifer, no last name given, who said the room would be cleaned right away and that I would receive a refund for the first night at the condominium and the additional cost of finding another hotel to stay at. It wasn't cleaned until 4:30 PM on 7/2/21 and I'm owed $364.00. Now after five ignored calls and waiting ten business days I have yet to receive a refund or even a response from Jenifer or anyone else at Bay Pointe Real Estate.

  Business response

  08/27/2021

  Business Response /* (1000, 5, 2021/07/22) */ Contact Name and Title: Brandon S. Manager Contact Phone: ********** Contact Email: *******@baypointeproperties.com We do sincerely apologize for this unfortunate circumstance that occurred initially upon your arrival. We have agreed to the refund amount. We appreciate the recent conversations and understanding that Airbnb the booking source collected the funds. Per recent conversation with Jennifer we have communicated with them and have sent the refund via check as the guest cancelled their CC. Check refund is for the requested amount $364.00. Please let us now when you do receive the check to consider this unfortunate circumstance resolved. If at anytime you have any questions or need anything please don not hesitate to reach out to me directly. Thank you Consumer Response /* (3000, 7, 2021/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been 24 days since I notified Jenifer from Bay Pointe reality that I was requesting a refund for one night lost at the condominium and the additional cost of having to obtain another place to stay. I am owed $364.00, but still have set to receive a refund.

*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. ↩