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:02/18/2025

  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.

  On March 20, 2024 we booked a trip to visit clearwater Florida. I spoke directly with the resort, Florida beach Rentals, and booked ********** 2 for October 5 to 10 2024. They booked it through Priceline. I paid upfront $1283.88 and would have had to pay resort fees upon check in of $195.00. Unfortunately Hurricane ****** came through and effectively closed the island to anyone except contractors and residents. I contacted them a week before the trip to see if there was any chance of a place and they basically said there would be nothing as they had no power etc etc. I asked if they had any other locations inland I would be happy to switch and they said they did not. We decided to retain our airfair and booked a place to stay in ******* as the trip time was already planned. I contacted them later to find out about our refund and they said I would be put into a que. I got a call and someone told me I could either get a 50% refund or a credit to return at a later date but within 1 year because we did not cancel and did not have insurance, which they did not offer me. I told them that was unacceptable as I did not "cancel", there was no room available for them to offer me to stay as it was flooded and without power, not to mention I am nor a resident or contractor and thus could not even get on the island during this time. I got another email after i again inquired and was told due to the large ammount of refund requests, they could not fulfiill them and would be put in a que or I could rebook. I cannot retudn anytime this year and am unsure when (or if) we can rebook due to work and family health issues. We cannot afford this lose, this was a special trip that we may not be able to do again. Im not blaming them for the weather, but they had no place available for us to stay and need to refund our purchase price in full. I have reciepts available as well as email conversation

  Business Response

  Date: 03/04/2025

  Response to Mr. ****** We understand how disappointing and frustrating this situation has been, and we truly empathize with the challenges Hurricane ****** caused for so many travelers. While we wish circumstances had been different, we have done our best to provide options that go beyond our standard policies. Our policy clearly states that amounts are non-refundable,and we strongly encourage all guests to purchase travel insurance, especially during hurricane season. This is outlined in our confirmation emails and detailed on our website and others. Guests who opted for insurance were able to receive full refunds through their policies. Additionally, since the booking was made through ***********, a third-party website, we want to clarify that they require guests to actively choose whether or not they want travel insurance at the time of booking. We have attached screenshots that clearly convey what is presented during the booking process. The terms of insurance are also listed directly below that selection. In this case, you were offered insurance and chose not to purchase it. Despite our standard non-refundable policy, we provided multiple alternative options, including a 50% refund, a new location to rent, or a credit to rebook within a year. These offers were made in an effort to be as accommodating as possible under difficult circumstances. We understand that you may not be able to return within the year, but unfortunately, a full refund cannot be issued in cases where travel insurance was not purchased, as it would not be fair to other guests who followed our recommendations and purchased coverage.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22957867
  
  I am rejecting this response because:

  i contacted the resort directly and they booked it. 
  I have never personally used *********** and when I booked it directly I was not offered insurance. I immediately contacted you before our date and asked specifically if you had other locations and you said you did not. I was NEVER offered another location and I have the emails to show this. You at first offered 50% and then later took that back and said because so many people asked for refunds the only option is a restay within 1 year which is not possible. We took this trip because my wife was sick and we knew this year would be hard being off work a lot to deal with that and we tried everything with you to still stay during those dates. You could not accommodate us. The only solution I will accept is a full refund and the last resort is a full credit but not with a 1 year end date as that cannot happen. As im sure you are aware I am pursuing other legal avenues to make this happen and since we cannot afford to lose that kind of money, I cannot accept anything less. 
  Sincerely,
  
  ******* Daily

  Business Response

  Date: 03/04/2025

  **************** reviewing our records, your reservation was made through ***********, and all the correspondences we have on file is via the *********** emails system. If you have additional communication that you believe reflects otherwise, we encourage you to review your records as well. As a gesture of goodwill, we are only able to offer a full credit ($1,386.82) that can be applied toward a future stay at one of our properties. We do need to set a reasonable timeframe for the use of this credit, as unlimited time is not possible. We are able to extend it for use through the summer of 2026. This provides flexibility should you choose to rebook at a later date.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22957867
  
  I am rejecting this response because:

  I will accept your proposal if the credit is good until the end of 2026.
  
  Sincerely,
  
  ******* Daily

  Business Response

  Date: 03/12/2025

  We acknowledge your decision. A credit will be available for you through December 31st, 2026, which you may use toward a future stay with us.
  Please note that you will need to call us before that date to make a reservation and apply your credit. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22957867
  
  I am rejecting this response because:

  I will accept this as soon as I have written confirmation with dates it is good until as well as the full credit amount listed in writing. Thank you 
  
  Sincerely,
  
  ******* Daily

  Business Response

  Date: 03/15/2025

  Mr. ****** please see the email and text sent to you putting the agreement in writing. Please accept - thank you. 

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  ******* Daily

• Initial Complaint

  Date:10/21/2024

  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.

  Was involved in a mandatory evacuation during hurricane ****** and was told I would receive a refund of the 3 nights we were unable to stay. After being back for a couple of days I touched base with Florida beach rentals and was told by ****** that Id receive a refund of the 3 days but understandably it would take a while cause of the disruption. I called back yesterday 9/18 and was told I wasnt eligible for any refund because I didnt have any insurance

  Business Response

  Date: 11/25/2024

  Mr. *************** you for sharing your feedback. First and foremost, we sincerely apologize for any frustrations you experienced. As you mentioned, your visit coincided with Hurricane ******. We faced the complete destruction of our officelosing all our computers, phones, and all of our inventory. On top of that, we had no functioning server until after the second hurricane that hit Florida. These factors severely impacted our ability to communicate in real-time.
  
  Regarding your refund, we completely understand your concerns. While travel insurance is always recommended to cover unforeseen circumstances, we strive to go above and beyond, even for those who don't have it. Despite our rental policy, we did issue you a refund for the evacuated days conveyed by the City's evacuation order (2-nights refund). Prior to your review(s) as a gesture of goodwill, this was already done, but your bank may not have processed it yet.
  
  Even though weve been faced with the loss of our office, some properties, and our resources, weve worked hard to ensure our guests were either refunded, relocated, or provided with a credit for future use. Our priority remains making sure all our guests have positive experiences, despite the challenging circumstances Florida faced.
  

• Initial Complaint

  Date:07/03/2024

  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 rented a condo for a month at ******************* Beach Florida. I arrived late Friday and reported to Florida Beach Rentals that the air conditioner is not working properly. Florida Beach Rentals sent an air conditioner technician on Saturday. The technician told me that the air conditioner needs to be repaired or replaced. Florida Beach rentals has refused to fix, even though the technicians advised that is the option.I also think they are discriminating against me because of my senior status. Thanks ****

  Business Response

  Date: 07/08/2024

  The HV** system is current under repair. However, the ** repair company is waiting for a part to come in so they can do the repair.

  We have offer to move the guest to another condo, and they declined.

  The guest has been given a 30% reduction of his rent until the system gets fixed.