ComplaintsforBeach Time Rentals

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I rented a residence/Airbnb located at ********************************** from Beach Time Rentals. Rental was 1/27/23 - leaving 2/1/23. There were issues with our stay and have tried contacting Beach Time Rentals multiple times. While staying at this Airbnb, the residence experienced a AC condenser issue causing the interior temperature to be between ***** degrees. We reached out to the "house manager" who offered suggestions but could not do anything since the office was closed initially. Suggestions were breakers, thermostat schedule changes (which were set to 76 degrees already), and opening windows to cool off the property. Office was contacted and they did send a repair man. Meanwhile, our stay had been quite warm beings FL had 82 degree weather daily. We did thank the company for eventually getting a HVAC company out to fix the condenser. The repairman, however, walked in on my wife and infant son while sleeping. Scaring them both and waking my child. What if my wife was in the shower? What if we were sharing an intimate moment? He was looking for the fuse box. We were not notified of an ETA or his arrival. 2nd was that the pool lights, heater, and pump would shut off at really inconvenient times. Once noted that it shut off at 4:46pm and did not start again until the middle of the night. We paid to have the pool heated. It did not come up to temp until the last day of our stay because of the inconsistent operation. 3rd was that the residence had smudges/areas that were not clean. Cleaning of the property could have been better. 4th, lack of communication from the company. I have ******** messaged multiple times. They did initially respond stating that a meeting was to be held regarding our situation. We have not heard back regarding that meeting. I tried them again with no response. Also, tried calling the office several times. See attachments. 5th, no door sweep on front door. Anole lizard entered home 2x. ************ blew in sand.More issues...

  Business response

  03/03/2023

  The guest will be receiving a refund and a credit for a ***********. We apologize for the issues they encountered while staying with us and we hope to have another opportunity to make it right. Thank you ********* and **** for your understanding. 

  Customer response

  03/03/2023

   
  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. I appreciate and thank both parties for their time. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to book a rental through Airbnb. The house I wanted to book was managed by BTR. I sent a message to see if they offered a military discount. I was told yes and to book through their site rather than Airbnb, which seemed shady. I searched BBB and found that they had an A- grade. So I proceeded to book and noted in the booking that I was told I would receive a $400 discount. I received a proposed contract for the full amount and when I called to remind them of the discount that I noted, I was told that she never reads those notes. After 6 hours, it was sorted out and I received a new contract for the correct amount. I was charged $2476.87 for dates 2/13-18/23. On 1/10/23 I was charged again by BTR in the amount of $400. I called the company to find out why I was charged again when my contract was paid in full. After being passed around, I spoke to *************** had supposedly not realized that the discount was in my contract already and sent me a credit for $400 and then when they realized that they didn't do enough research and I was given the credit as part of my contract, they charged me $400 to offset the credit. However, in their ineptitude, they never actually issued the credit through the bank and cancelled it. So at this point, despite having a contract for $2476.87, they have charged me $2876.87. Repeatedly, I have been told by *** that the credit is coming, which is a lie, because a credit issued on 1/9/23 would have been posted already as per my bank. They show no attempt by BTR to refund the $400. Everyone I have spoken to at the company has failed to helped and has instead given me an attitude. On 1/18/23, I tried for 4 hours to reach *** OR anyone at the company, leaving messages. All were ignored. I finally reached **** at Billing, who instead of politely accepting responsibility, repeatedly informed me that SHE didn't do anything, that *** screwed up and 'please don't get mad at me!" They cancelled my reservation less than 30 days out.

  Business response

  02/07/2023

  The guest requested a military discount, which we are not able to send "military discounts" through these platforms (airbnb), therefore in order to honor what was offered she needed to book directly through us. If she did not feel comfortable doing so, she shouldn't have done it. We are not obligated to offer any discount, however we respect and honor military and will always do what we can. There was in fact, an internal error within our team and this was corrected and the guest was informed of this. Ultimately due to the poor communication from the guest and the ongoing insults and threats, we felt it was best to cancel the reservation and issue a full refund. Proof of the refund was sent to this person and she continued to call over and over again. We had nothing but the best intentions, which Is confirmed by her - which was offer a military discount. The rest of her statements are exaggerations. 

  Customer response

  03/02/2023

   
  Complaint: 18833500
  
  I am rejecting this response because:

  This complaint was closed while I was away on vacation. Given that the company knew the dates that I would be away, it is convenient that their response came right before I left.
  
   
  
  None of my allegations were misrepresented, and I am certain that they will continue to receive complaints. In and of itself, their response pushing all blame off of their employees is indicative of my experience and their business practices. Instead of ensuring that the charges they made to my account were accurate, they cancelled the discount and then charged me again on 1/10/23 to offset the supposed refund that was never given. Then when I called to inform them of the error, they assured themselves that they were correct rather than completing a thorough investigation. They accessed my checking account without authorization and I was not refunded the $400 they took until the contract was cancelled less than 30 days before my trip when the entire amount was refunded on 1/24/23. This business should have their rating downgraded, if only so other consumers are more discerning when choosing a provider.

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

  Business response

  03/03/2023

  The complaint was closed by BBB not by the company.  

  We are not pushing the blame, we have accepted there was an internal error and you have received all of your money back. We did not access your checking account without authorization, you provided payment for the reservation and then we refunded everything in full. 

   

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wanted to change a reservation from 7 days to 5 days. Was told that they only do a weekly rental although it doesnt state that anywhere in the contract I signed when I gave them the deposit. My choice due to health reasons per our doctor was either shorten our trip or cancel as that was the only time we could travel. I offered that if they rebooked the home then I could get my deposit back (its 4 months prior to when I would check in) but was told no. No ability to get deposit back. Was told I should have bought insurance. When I called the insurance they said it would not have been covered since it was due to a preexisting condition. As I told them I would have kept the reservation so not to lose my deposit if I could do 5 days. Answer was a hard no. 7 day min which as I said I do not see anywhere in the contract.

  Business response

  12/06/2022

  ******************* booked a property on March 28th, 2022 and signed a rental agreement which I have attached. The rental agreement states there is a non-refundable downpayment and it also encourages guests to purchase travel insurance. 
  
  On Nov 19th, 2022 ****************** reached out to us to reduce the number of nights on her reservation. Her reservation is for a prime week during Spring Break and we have a 7 night minimum. The contract states that there is no refund due to reduction in nights. Also for a prime week, we have a 7 night minimum. She was given the offer to change her dates to outside of Spring Break Season with a transfer fee. 
  
  She was unable to travel any other dates, therefore her only other choice was to cancel. We have been holding these dates for her for 8 months and the contract states the downpayment is non-refundable. 
  
  We went outside of our normal policies to allow her to change dates and transfer the downpayment but she was unable to do so. The contract is very clear and the expectations are set from the beginning. We tried to accommodate her request but ultimately she had to cancel. 
  
  
  

  Business response

  12/06/2022

  
  
  ******************* booked a property on March 28th, 2022 and signed a rental agreement which I have attached. The rental agreement states there is a non-refundable downpayment and it also encourages guests to purchase travel insurance.  
  
   
  
  On Nov 19th, 2022 ****************** reached out to us to reduce the number of nights on her reservation. Her reservation is for a prime week during Spring Break and we have a 7 night minimum. The contract states that there is no refund due to reduction in nights. Also for a prime week, we have a 7 night minimum. She was given the offer to change her dates to outside of Spring Break Season with a transfer fee.  
  
   
  
  She was unable to travel any other dates, therefore her only other choice was to cancel. We have been holding these dates for her for 8 months and the contract states the downpayment is non-refundable.  
  
   
  
  We went outside of our normal policies to allow her to change dates and transfer the downpayment but she was unable to do so. The contract is very clear and the expectations are set from the beginning. We tried to accommodate her request but ultimately she had to cancel.  
  
   
  
   
  
  
  
  
  
  Beach Time Rentals
  *************************
  *************************************
  Office: ************
  Fax: ************
  www.beachtimerentals.com 
  
  Like our ******** Page 
  Follow us on Instagram
  

  
  

  Customer response

  12/06/2022

   
  Complaint: 18464428
  
  I am rejecting this response because:

  there is nothing in the signed copy tract that states that during spring break they have a min number of dates required. When I tried to change to 5 days which was all we could travel was told that was not allowed. Nothing in the contract states that fact 

  I could not have purchased travel insurance as this was a pre-existing health issues. Was told jt would not be covered. That is why we chose to lower the number of dates rather than cancel all together but was told we couldnt do that. Again I ask , where does it state a 7 day min during spring break in the contract that was signed?  
  
  Sincerely,
  
  *************************

  Business response

  12/06/2022

  We have minimum number of nights on our website - if we were allowed to reduce a spring break week to 5 nights, you could do that through the website. It doesnt have to be listed in the contract. 

  Customer response

  12/07/2022

   
  Complaint: 18464428
  
  I am rejecting this response because:

  hidden in the fine print somewhere I suppose. Just looked and still dont see it. Would be curious where you have it shown. 
  Very poor business practice. Will make sure others know that your business practices are as they are. 
  sad when human compassion goes out the window for greed of fine print practices. 
  I do not wish our situation on anyone and all I asked for was some human compassion. 
  But, in your case, business first. Even though I gave you four months notice too. Thats ok. I guess if business and my deposit is that important to you then you need it more than I do.  I will just be sure to let everyone I know that is how you do business. 
  Wishing you a happy holiday ahead. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented a VRBO in ************ Beach in October 2022 and the management company for that rental is Beach Time Rentals. Prior to our arrival, we asked if we could have the pool heated (for a fee, which we were happy to pay). I was charged $140.00 to heat the pool for our 4 day stay. Day one: pool was cold. We didn't want to complain and thought maybe it was because it needed time to warm up. We were out most of the day the following day and thought it would certainly be warm by that evening. It was still cold. We texted management and they said the heat was turned on and sent a photo of the heater. We said that despite that, the pool was cold and asked if someone would look at it in case the heater wasn't working. They said it was cold because it was so cold outside the heater couldn't keep up. The highs were in the 70's and lows in the 60's so not super cold out. Our neighbors said their pool was nice and warm (private owners, same community). Their pool was about 5 times the size of ours. We purchased a thermometer and tested the temp and sent that picture to management. Again, they came back with "it's too cold out". We removed the cover from the pool heater and the display read "Gas Heater is **** Press pool or spa". Because we wanted to make sure we left on good terms, fearing they would find reasons to charge us for things after we checked out, we didn't bring this up. Basically, it appears that they turned the heater on long enough to take a picture of it and then turned it back off. It is our feeling that we were scammed by this company. It's why they would not send anyone out and gave us this lame excuse about it being too cold. I can provide texts and pictures if needed.

  Business response

  12/06/2022

  The customer was already refunded the funds for the pool heat on November 7th. - Despite ** advising her not to pay for it due to the weather being too cold and it would not heat up. 
  
  We did send 3 service techs out there during the day per her complaint, they were out most of the day so she was not present to witness this. We also have photos and GPS tracking of the service techs routes. 
  
  We advised her many times NOT to purchase the pool heat and she still wanted to. 
  
  To clarify the rental next door is not a private residence, its our rental and their pool never heated up either. 
  
  There is really no need for us to scam a customer for $140.00 that is not the way we operate. We believe this is a misunderstanding on the renters side as she insisted to have the pool heater turned on in a 60 degree weather. 

  Attached is the refund proof. 

  
  

  Business response

  12/06/2022

  The customer was already refunded the funds for the pool heat on November 7th. Despite ** advising her not to pay for it due to the weather being too cold and it would not heat up.  
  
   
  
  We did send 3 service techs out there during the day per her complaint, they were out most of the day so she was not present to witness this. We also have photos and GPS tracking of the service techs routes.  
  
   
  
  We advised her many times NOT to purchase the pool heat and she still wanted to.  
  
   
  
  To clarify the rental next door is not a private residence, its our rental and their pool never heated up either.  
  
   
  
  There is really no need for us to scam a customer for $140.00 that is not the way we operate. We believe this is a misunderstanding on the renters side as she insisted to have the pool heater turned on in a 60 degree weather.  
  
   
  
  Attached is the proof of the refund.  
  

  Customer response

  12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I did receive a refund for the lack of heat. That is accurate.

  You can see from the attached image that the heater gas was not turned on.

  I think it is interesting that they say they sent a tech out 3 times. We were out during the day and didn't make the complaint until that evening when we returned because that was when we wanted to swim. So when exactly were these techs out? Obviously, not while we were out because they did not know there was an issue.

  Also, I have the email that I sent to request heat and they immediately said yes and promptly charged my card. There was no begging for me to not heat the pool. Now, it does say on the website that they will not turn heat on until November 1st, so I was asking this as a special request given that we were coming mid-October. I would question why they won't heat the pool until November 1st, if it can't handle the cooler air temps. They specifically say on their site that they ONLY heat November thru April, which would be when the air is cooler out, but they are saying the pool can't keep up? The pool is the size of a hot tub, it's tiny!! It won't heat when the gas is off and you can see the photo I attached.

  https://www.vrbo.com/1475134?adultsCount=6&childrenCount=4&haExternalSourceId=eb228580-bd0d-4971-aa8e-924b232014b0%208833a9f8-b524-4189-a652-bdf589e3fb45%20hasc%20email&unitId=2033751&utm_campaign=VRBO_TRV_OLB_HASC_bookingConfirmation_PPS&utm_content=listing-img-321.1475134.2033751&utm_medium=email&utm_source=SYS&utm_term=20220406

  So, yes, they refunded me. But they are a shady bunch. I would never rent from a place they managed again.

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

*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. ↩