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:05/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Cottage 3028 Parrothead place was booked on April 7th for stay June 30th to July 5th. I got a message 5/12 that my reservation was canceled. I had called and the girl at the desk told me it was a payment problem. I had called a week or so previously to give a new card number as my credit card number was replace. I paid the 200 deposit. The girl told me there was nothing she could do but I could rebook the cottage. I did. it was canceled within 10 minutes. I was told to email the supervisor *** at *********************************** She responded to my email and told me there was nothing she could do and would block my request from making a reservation. How is it this place has no one that can field these issues or calls and are unwilling to help or explain anything. I have stayed at this resort many times and the first I ever encountered such horrific customer service. This woman is not wothy of a position and down right awful to deal with.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 the cottages at Margaritaville Resort Orlando Mar 31 - Apr 6, 2025. Upon arriving the first house we were in didn't have working A/C and we weren't moved until after midnight. The second house we were moved to had a leak from the shower on the second floor to the first floor. We had to wait all evening for someone to come look at it and try to fix, which they could not. We were moved to a third house, and upon going to bed, found the sheets were dirty with stains, crumbs, and what appeared to be toe nails in all of the 3 beds. We left that same night on Apr. 2, 2025 to go to a different hotel and were told by managers and staff we'd be refunded for the entire length of the reservation and get refunded for the groceries we bought and had to throw away upon moving. It has been two weeks and still have not received any follow-up or full refund. I keep getting put on hold and no managers ever talk to me or resolve my issue. The day we left the hotel, Apr. 2, my credit card got charged $1,413.04. The resort submitted a return of $870.14 , but the $1,413.04 charge is still there and is labeled as a sale on my card, which should not be. The resort has also not emailed back, even after multiple follow-ups, regarding the $234.48 worth of groceries we bought. I appreciate any help with this matter and getting my money back that am I owed. Thank you.

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Love the resort but would not recommend booking through VSTAYS. We had a horrible experience. My daughter and I planned a trip here to R&R. My daughter put the reservation on her credit card. We arrived at the resort and were told my daughter needed to be 25 to book the reservation she is 22 so they cancel our reservation. I however am a Middle Aged adult with her. We said change the name to my name. The response we received sorry cant do that ok we will rebook the reservation we dont accept same day bookings oh and also it will take 3-5 days for your money to be refunded. So we were stranded here in ******* told the day of we have no place to stay And my daughter has knee injury and was in wheel chair. It would have helped if the lady was even the least bit kind to us but she was completely rude. Worst I havevever been treated. Needless to say after hours of distress we managed to make alternative plans and for a couple days through other booking venue Rentyl here and then heading to a ****** resort. All of this caused us additional expense. No manager through Vstays was available to speak with and after reaching out to management I did not receive a response. Sadly, they have now lost my business and now the business of my friends and family. We have all been repeat customers for several years but no more. What was supposed to be a relaxing vacation became a distressing experience.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired them as a property manager. They refuse to fix the damages done by their tenant. They do not respond to calls or emails.

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Checked into the margaritaville kissimmee resort for my 34th wedding anniversary on April 12-until April 14. On April 17th the resort charged my card $150.00. When I called to find out what is the charge and they said a smoking fee. My first reaction was this is an error. I spoke to the manager *********************** and she refused to listen to me and said nothing she can do.My wife and are non smokers our entire life (60 years). I want my card credited this fraudulent amount. I also want others to be aware of this and make sure they thoroughly check their bill.

  Customer Answer

  Date: 04/23/2024

  The hotel charged my credit card another $100. Now it's $250 for a smoking fee. We do not and never have smoked. It's clearly a malfunction on what ever equipment they use. I am livid

• Initial Complaint

  Date:03/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Charged me an extra $250 for a smoking in the room fee. On top of our $573 stay. I dont even smoke and had my kids with me for my sons 6th birthday! They say the sensor was set off when we were gone on THEIR shuttle to ***** and they refuse to check the cameras. Called everyday for a week being told it would be fixed by ****, ****** and herm just to receive an email saying they are keeping our money and dispute it with the bank. 8 hours ago on ****** someone posted the same thing! There are others too. Please help us!

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Stayed at Margaritaville Property in Orlando ******* *********************** Reservation number res-18499 Booking number bkg-***** 3033 sea p**** **** Our reservation was from Friday February 16th thru Monday February 19th.This is our 4th stay at your location but have never had an experience like this one. At check in we walked into the home and red flags everywhere. We went to dinner at ***** and called the front desk as we drove over..no answer.Called back on Saturday morning before heading over to the parks, no answer. My wife walked up to the office on Saturday late afternoon and was told they cannot help her since she is not on the reservation. I called back when she returned and was placed in hold and never came back to the phone after 15 minutes on hold and tried to call back with no answer.Check out Monday to get this email address and receipt. At check-out expressed my concern and was told I should have cleaned the home and brought my own supplies; we are not a hotel.Pictures attached are my issue:1. The downstairs bathroom looked used at check in. Dirty towel, no toilet paper, p*** in the toilet, open bar of soap on the sink.2. Good number of mold spots on the floor tile.3. Missing pillowcases on the bed.4. Dried blood spots on the pillowcase Totally unacceptable and just not sanitary. So, I don't know what I paid for besides sleeping in a dirty home.I have called the office number every day since Monday, 19th. No answer. Sent an email to Vstays, email to the manager of Vstays - ***** and to Margaritaville directly. No answer from any of them.Called Margaritaville directly on 2/22 and was told Vstays is not their problem, they pay a fee to rent out the property homes on their property. But they don't control the service they provide.Not for sure of a solution but the health department might need to get involved if more people are getting sick from these properties.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During my stay at the Oregon location there were unsanitary conditions ie hair that didn't belong to me in the shower. When I talked to management about it they brushed it off and provided the most minimum resolution possible 12 dollars resort fee for 2 days. I need a refund for my stay as I was very uncomfortable due to poor sanitary issues. I had to stay 1 more day here due to my long drive back to my residence ie over 11 hours. I am saying this in case there was an issue of why I stayed another day. I did not want to get in an accident due to sleeplessness and my original plan was to stay for 3 nights anyway.

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  12/12/22 check out We have requested (even prior to check out but manager was going to call us) the resort ************ credited.We gave the company an opportunity with the 30% discount from a previous incident when the house we stayed at had no air.Upon arrival we were confirmed for a 3 bedroom & when we checked the gentleman said it was a 2 bedroom, which was resolved but the home was not ready & we went to our *********** were going to call when ready. We got to the resort & received the keys to the house. When we walked in I noticed the back door to the cottage was open, we did not know if someone was in the home & immediately left & called the ***** on the sheet provided. The gentleman upfront contacted the ************** stated they would check the house. We explained we didnt feel safe & would want the home cleaned because we didnt know who had been in it from the time we called until our 9 pm check in (about 4 hours). They said they couldnt clean but would move us. While checking out they said we requested the upgrade to 3 ************* explained no it was a **************** issue due to the house being open. Then they tried to charge us a cleaning fee for the previous house. We were told they would credit our entire bill at the pool ********** charge & then credit. We did receive a credit for the cleaning fee, and ***** for the bar because they said we already had a resort credit which was from the previous stay. We were told we would get the entire meal comped prior to leaving but as soon as we checked out and no manager available that changed. The gentleman at the desk said it was requested and you could see the charge & then credit and then charged again. It would be right if they gave us that 100 also but each manager ************************* would not speak w/ us and didnt call. Then *************************** said about the upgrade and gave ***** for the cleaning and bar. *********************************** has not returned our call or emails after the email attached.

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a stay in a cottage at Margaritaville through ace hospitality. Upon check in the cottage we booked was no longer available so they moved us to another cottage. This cottage had many issues, inluding but not limited to:Ant infestation, Electrical issue with the breaker (with use of toaster, microwave, washer, dryer or hair dryer the breaker would pop) Pool alarm on slider was disconnected even though the paperwork inside the door said it is a code violation if alarm is not in working order. Pool light not working. Hot tube broke.Balcony on second floor was broke with pieces of tile smashed and a caved in portion of flooring.Front door bolt lock was broke. Garbage disposal was jammed.Blinds to back door were broken off and tossed into closet.An over charge to the account (which was corrected only after having to point this out and argue our case on what our original booking fee/cost was.)Due to limited characters remaining, ive omitted the smaller issues we also incurred. We went to the front desk on the very first night of our stay due to the ants and our loss of food we just purchased. Nothing was done initially, but finally after wasting a half hour at the desk providing images they refunded one day to compensate for the lost food. During our week there, nothing was in working condition and maintenance came out every day, at times twice daily. the breaker was a fire hazard and also would keep popping with use of any appliance. So to make a wash, or toast, we had to call the front desk. All of the above had not been fixed (aside from the ants in the kitchen, but the ants upstairs were not treated) until 12 hours before our departure. Due to the condition of this cottage, the lack of moving us to one that was in working condition, and failure to fix the issues promptly, ive contacted the manger for a refund for at least half the stay, to which i was basically told "there is nothing more" he will do for us aside from speak to his team.