Complaints

This profile includes complaints for Southern Vacation Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southern Vacation Rentals

  4608 Opa Locka Ln Destin, FL 32541-0745

• 

  Southern Vacation Rentals

  656 Santa Rosa Blvd STE C Fort Walton Beach, FL 32548-6087

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:09/23/2024

  Type:Facilities 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.

  This company is BY FAR the absolute worst we have ever experienced!! Booked a 3 night stay starting 9/19/24. A/C goes out, tech comes out 4 hours while while we’re gone, only to leave a note saying he will fix tomorrow! Wait…what?! It 10:45pm, no A/C! Offered NO options and we had to pack up and drive home 4 hours because of these people. They refused (and continue to) provide any refund for the nights not stayed! The “manager” Chis is a completely incompetent individual. In addition, first time using toilet, it clogged and backed up. The response was “the plunger is in the closet”. Toilet never fixed. Please beware of Southern Vacation Rentals. They refused to solve any of the problem and then only want to offer $130 refund on a total of $690 for three nights.

  Business Response

  Date: 09/24/2024

  BBB Claim: 22320742
  Guest: Christopher ******
  We have no reservations under this name, email, or phone
  number. Please provide more details so we are able to adequately provide facts
  of this reservation in question. 

  Customer Answer

  Date: 09/24/2024

  
  
  Complaint: 22320742
  
  
  
  I am rejecting this response because: that is incorrect. I spoke with three people (one including the “manager”). The booking was in my wife's name Cassie. 
  
  
  
  Sincerely,
  
  
  
  Christopher ******

  Business Response

  Date: 09/25/2024

  BBB Claim: 22320742
  Guest: Cassie ******
   Property: Villas on
  the Gulf ***
  Dates: Sep 19, 2024 - Sep 22, 2024
  The guest sent us a text on Sep. 21st at 7:24am
  stating that the toilet was clogged and they were unable to find a plunger. The
  guest was directed to where to look and found the plunger. The guest contacted
  us again at 5:34pm stating that the temperature was at 77 and rising. We
  informed the guest we would call a vendor out to address this for them but were
  at their mercy of an ETA. The technician was able to get there by 9pm and after
  we were made aware that the problem would require a part to be ordered, we
  offered the guest to move to another unit, or stay with a discount. The guests agreed
  to stay where they were since they were leaving the next day. We created a new
  reservation just in case they wanted to move. The guest was provided 2 full
  nights back for a total of $230.01. We feel this is fair and will not issue any
  further refunds. 

  Customer Answer

  Date: 09/25/2024

  
  
  Complaint: 22320742
  
  
  
  I am rejecting this response because: you’re incorrect in your response. The was NEVER mention on a part to be ordered. It was a post it note on the thermostat saying the inside coil was frozen. Tech left unit running and didn’t attempt any fix. The “new” reservation for the night was in a 1 bed room. I have 2 adults and 2 teenagers. One bed will not work. Also you DID NOT refund 2 nights. After hours of back and forth with several people, the manager “Chris” was stuck on only refunding $130 after saying that was generous because he could stick with only $66. We paid $690 for 3 nights, which would be $230/night. It wasn’t until well after this complaint was filed “someone” decided to refund for the night we didn’t stay. If you want to lie and claim you refunded me for two nights, I’ll wait and expect to see the second $230 credit. 
  
  
  
  Sincerely,
  
  
  
  Christopher ******

• Initial Complaint

  Date:09/17/2024

  Type:Facilities 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 just stayed at a unit in Edgewater, tower 3, unit ****. It had a disgusting dirty and grimey feel to the entire place. Barely surface cleaned by your staff. Grime on all cabinets and surfaces including the walls that has been there for a very long time. Furniture was stained and very dirty. Broken furniture knobs that are sharp. If you have an infant or toddler, which we did, this is very dangerous. Most of the electrical outlets did not work and the ones that did have power to them were so loose, whatever is plugged in it falls out eventually. If you have a medical device such as a CPAP, which we did, this was a huge problem and huge liability on your part. Your kitchen sink was clogged and almost every dish I got out to cook with was dirty and had old food stuck to it. I had to scrub. We are a family of 8 so we like to cook and I just had $400 worth of groceries delivered so I was not about to change my plans. The dishwasher was coming out, did not close or work. I had to hand wash dishes the entire stay. There were wires exposed in the living area and the upstairs. This is also a hazard especially with an infant or toddler. The upstairs had a lot of bugs not only on the walls and floor but on the linens on the bed too. I had to wash the linens and put them back on to sleep up there. I found the source of the bugs; near the door in the corner, you can see the outside. The bathroom upstairs was also dirty. The shower curtain had so much mold and mildew and was gross. There were bugs downstairs as well. The railing at the top of the staircase was broken. There were goldfish crackers under the bed and in between the bed and nightstand in one of the downstairs bedrooms. Beds were very very uncomfortable. Your pictures online show nice chairs on the top deck… there was only one broken plastic chair. This place needs some serious deep cleaning and updates. For paying over $3000 for a short stay… I expected at least clean and functional.

  Business Response

  Date: 09/23/2024

  BBB Claim: 22297511
  Guest: Michael ********
  Property: Edgewater Tower III #****
  Dates: Sep. 5th – 10th, 2024
  The guest contacted us on Sep. 5th at 6:31PM stating
  that they would like more chairs for the balcony since there was only one. The
  guest contacted us again stating that the unit needed some deep cleaning, wall
  sockets were not working, and there were bugs. Our team delivered more chairs
  to the unit for the guest and sent our housekeeping team out to address all
  cleanliness issues 2 hours after it was reported. The outlets that were “not
  working” were actually on a light switch and were user error. We refunded this
  guest $341.05 for unit-related issues which we feel is fair given the issues experienced. 

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: 22297511
  
  
  
  I am rejecting this response because:

  The statement made by the company is not true. The chairs were never delivered as you can see from the screen shot messages I attached. They went back and forth if they were going to be able to provide chairs. In the end, they did not so that is not true. They also did not address the cleanliness either. Housekeeping came by on Sunday and brought clean sheets after I already had to wash them all Thursday upon arrival. That is all. They did not address anything else. Nothing was taken care of and definitely not in two hours. That is also false. The issue about the outlets is also a false statement. Was definitely not a user error about a light switch. The outlets themselves in most of the bedrooms did not work. My husband’s CPAP kept turning off in the middle of the night. And we had to charge our devices in the kitchen and living room.  Which has nothing to do with switches. Anything you plug in was loose. The outlets need to be changed. The company did refund me only $341.05 which I told them was not satisfactory. This place should never have been rented out. It needs major repairs and deep cleaning. This company is lying about their efforts in resolution. 

  
  
  
  Sincerely,
  
  
  
  Brenda ********

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 Room ***, Tower II of Long Beach Resort in Panama City Beach on September 9-13, 2024. We booked this room through Southern Vacation Rentals, **** ********* ****, Destin FL 32541. Their phone number is ************. Email is [email protected]
  
  Upon returning home, we received an email saying that we were being charged 125.00 more for a broken microwave handle. We never used the microwave while there. They sent a picture where you could clearly see that the bottom of the microwave door handle was disconnected, which we have attached. They had to have staged that picture because we never saw that the door handle was broken or disconnected. It appeared to be connected to the door normally while we were there, but since we did not use the microwave, we would not have known if the bottom part of the handle was broken or not! They refused to take that charge off. We are appalled and sincerely regret using this company. We believe we were set up. We left everything in pristine condition, as we always do. We know we did not use the microwave and were completely unaware that the microwave handle was broken. We want that charge of 125.00 refunded to us immediately. Thank you for your help. Allen and Beverly ***

  Business Response

  Date: 09/23/2024

  BBB Claim: 22286866
  Guest: Allen ***
  Property: Long Beach Resort Tower II #***
  Dates: Sep 9, 2024 - Sep 13, 2024
  The Guest never reported any damages to the team as our
  rental agreement specifies. Please see the attached. 

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: 22286866
  
  
  
  I am rejecting this response because: when we arrived and all during our stay at the condo, the microwave handle was NOT as the picture they sent shows. It looked perfectly normal although I suspect it may have been unattached at the bottom even at the time we arrived at the condo. We had no idea it was broken, as it looked completely normal the whole time we were at the condo. We never touched the microwave handle or used the microwave while we were there, and since everything looked normal, how would we have known to alert anyone that something was broken when we did not know it was?? This has to be a setup. How in the world would we have known to alert anyone if the microwave handle appeared normal??
  
  
  
  Sincerely,
  
  
  
  Allen & Beverly ***

  Business Response

  Date: 09/24/2024

  Please see previously attached rental agreement stating that any maintenance issued need to be reported or they will be charged. No further refunds will be provided. 

  Customer Answer

  Date: 09/24/2024

  
  
  Complaint: 22286866
  
  
  
  I am rejecting this response because: This is ridiculous. I understand that any maintenance issues needed to be reported. THERE WAS NOTHING VISIBLE THAT WE EVER SAW that was a maintenance issue. The microwave appeared PERFECTLY INTACT the whole time we were there.  This is, I repeat, an obviously a tactic to get us to pay for something we DID NOT DO. 
  
  
  
  Sincerely,
  
  
  
  Allen & Beverly ***

• Initial Complaint

  Date:08/09/2024

  Type:Facilities 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.

  There is not enough room to type everything here so I am including a document with everything, because based on all the business responses they just walk all over everyone and point to their contract and blah blah blah.
  
  We arrived 7/28/2024 at roughly 4:30 pm at Palm Beach Club **** (paid out $1,642.47) to find the unit not clean, smelled of mildew/mold/pets/smoke. Contact was promptly made with Southern Vacation Rentals via phone call & we were told a manager has to check out the unit. They apparently put in a work order to have this done. We called back again later and they said everyone has gone home for the day indicating that there was nothing that could be done anymore today. Why did they not state that the first time we called?! We were not offered a comparable unit to stay in and we are now hearing the excuse that they make that decision AFTER they clean it, and then investigate if there is no other option. So in turn it would take 2 to 3 days of our vacation for them to clean and get the unit in a safe livable state, WHEN IT SHOULD BE LIKE THAT IN THE FIRST PLACE.
  
  We could not deal with the smell, it was unbearable, and indicators in the unit led us to believe, they don't take care of these units anyway, AT ALL, like a spider web shattered window from top to bottom. We made the decision to leave for our safety and to prevent losing time on our vacation which we would almost definitely be the result.
  
  I also mistakenly wrote a review thinking it was our unit we booked instead (I did it through text) and they have "no way" to send me a new one apparently. So they are sitting on a genuine resorts review, instead of the crappy one they deserve. Again kind of corrupt because they knew I was going to leave a bad review.
  
  Sorry but this business is corrupt, it shows on every website that is not theirs, which unluckily I landed on theirs and was blind to everything.

  Business Response

  Date: 09/13/2024

  BBB Case: 22117731
  Guest: Aaron ******
  Property: Palm Beach Club ****
  Dates: Jul 28, 2024 - Aug 4, 2024
  
  The guest contacted us at 6:58pm on July 28th to
  make us aware that there was a cracked window and the unit smelled like smoke
  and mold. We made them aware that we created a work order for a member of our
  team to come out and address these issues for them. The guest then notified us
  at 12:55pm the next day that they left and did not plan to come back. We made
  the guest aware that all issues were addressed and we had the tiles cleaned, furniture
  cleaned, and an air ozone machine was left in the unit to improve the air
  quality. The guest refused to come back to the unit and threatened legal
  action. They have now filed a chargeback to their credit card company. No
  refunds will be provided. 

• Initial Complaint

  Date:08/02/2024

  Type:Facilities 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 booked this condo Edgewater tower 2 condo 510 for 10 days....July 27- July 6th....This is Thursday August 1st...still without hot water...A hot water heater was replaced but is not working....5 days without hot water...this is very unexceptional..The people that I gave spoken with seems unconcerned..

  Business Response

  Date: 09/09/2024

  BBB Case #: 22079127
  Guest: Frankie *************
  Property: Edgewater
  Tower II ****
  Dates: July 27th – Aug 6th , 2024
  
  The guest reported the hot water not working July 28th at 4:35pm. We sent our technician over that night and determined that the heating
  element had gone out and would need to be replaced. We quickly scheduled a
  vendor to install a new one the very next day.  The guest contacted us again 2 days later
  stating that the hot water does not stay hot long and becomes lukewarm and they
  wanted compensation. We sent the tech back out to turn up the heat on the water
  heater. This guest was provided a refund of $403.13. The guest was paying an average
  nightly rate of $250 so I feel the compensation was fair for the length of the
  time the guest made us aware of the issues and getting the full replacement and
  settings worked out. No further refunds will be offered.
  *Attached are invoices for this work. 

• Initial Complaint

  Date:06/24/2024

  Type:Facilities 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 Villa #**** from June 16-22.
  The business was advertised as a non-smoking room- but as an athmatic, the smell of OLD, STALE smoke was so bad that I had to relocate to another location ON MY OWN DIME during the evenings. They attempted to fix this with a can of Febreeze- which was not going to remedy a smell that was years in the making. I asked to be relocated and was told that they were full, and so I was out of luck.
  
  The eletricity flickered and required that 2 GFIs be added (which were not present - this is against fire code)- as well as the installation of a breaker. My hairdryer is not able to be used as it was burnt as a result. I need to buy a new one. Additionally, the oven was affected and we were not able to use it either.
  
  The air conditioner went out one night and we had to fix the eletrical panel ourselves- as well as walk 2 miles to get batteries for the thermostat and they told us that they would not be able to fix it until the next day. It was 80 degrees in there for almost 24 hours.
  
  One of the sinks did not drain and was not able to be used for the duration of the vacation.
  
  We were not able to sit on the porch as there is a wasp nest IN THE WALL and they swarmed it all night long, inside the drywall.
  
  I called the property management company at least 5 times during the visit and met with the property manager. She smelled the smoke, apologized and admitted it was terrible and nothing she could help with.
  
  I emailed when I got home with picutures, vidoes and a lengthy email. They did not respond. When I called again, they offered $250 back. However, this was a $2100 rental and I was UNABLE TO SLEEP IN IT.
  
  This is not acceptable. I have attached pictures. I also have a video of the lights flickering but the format wont attach. I am happy to text it or provide it another way.

  Business Response

  Date: 07/09/2024

  BBB Case: 21894254
  Guest: Lauren ********
  Dates: Jun 16, 2024 - Jun 22, 2024
  Property: Edgewater Villa #****
  The guest contacted us on July 17th at 9:41AM by
  text asking if the property had an icemaker or if there was ice available. We responded
  at 10:07AM stating that there was a stand alone ice maker. The guest responded
  that they already bought ice. The guest then responded that they were unable to
  find the remotes to the TV’s. Then responded again to have someone call her
  immediately. We responded that we would create a work order for a member of our
  team to come out and address this as soon as possible. The guest then responded
  that “they do not wish to enter.” The guest called in on July 17th at 8:44PM stating that there was an old stale smoke smell and the lights were
  flickering. Our team came out on the 18th and changed all the HVAC
  filters as well as sprayed some deoterizor. The Property Manager was able to
  get a vendor out to change out the GFI outlet in the bathroom that same day. The
  guest called in on June 20th at 8:46 PM stating that they needed two
  AA bateries and we created a work order for a member of the team to deliver it
  the nest morning. The guest called in at 9:29 PM using foul langage stating
  that they were not happy and would be disputing charged with their credit card
  company, and hung up. The guest called back on June 21st at 9:16AM
  stated that no one was there yet as the Property Manager walked in to deliever
  the batteries. The guest contacted us again on June 24th at 1:09PM
  stating that they would like to speak with a manager regarding the issues they
  encountered. The manager on duty called the guest at 2:14PM and offered $250
  back as compensation for the batteries, and smell that was present the first
  day. The guest declined the compensation and stated that they would be filing a
  claim with the Better Business Bureau and contacting an attorney. The manager
  on duty stated that if they continued to bring up legal counsel we would be unable
  to assist them further. The guest ended the call. The guest contacted us again
  on June 28th at 3:19PM asking when they would receive the refund. We
  informed the guests it would take 3-10 business days depending on their credit
  company. The guest contacted us again on June 28th at 8:50PM stating
  that they still did not agree to the refund amount and they have filed a claim
  as well as gotten legal counsel involved. The guests contacted us again on July
  5th stating that she was still not happy and her lawyer would be
  contacting us. No other concerns were brought to our attention. 

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: 21894254
  
  
  
  I am rejecting this response because:
  

  1. I requested a refund for the full amount. I asked to be relocated immediately upon arriving due to the smell and this was denied.  I was not able to stay there in the evenings due to health issues.

  2. They already agreed to a refund of $250 and sent me a PDF with a receipt.  However, I have not received it.  So I have receieved no money to date.

  At this point, I would even be statisfied with 50% refund.  But $250 is not acceptable.  I asked to be relocated.  This was a MORE THAN REASONABLE request. This is the responsibility of the business to ensure that safety and well-being of their guests.

  
  
  Sincerely,
  
  
  
  Lauren ********

• Initial Complaint

  Date:06/17/2024

  Type:Facilities 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 found a six bedroom, six bathroom rental called Villa Del Carmen through Souther Vacation Rental’s website. I paid $3650.58 upfront for the my stay from 6/9-6/15. When I arrived on the property the air conditioner in the pool house, I.e. 6th bedroom/6th bathroom, had the air conditioner set at 91 degrees. We turned the unit on and thought it was pups cool down in a couple hours. Unfortunately, that was not the case, the air conditioner never cooled the room and as a consequence no one could sleep in that room or make use the bathroom. We had to double up inside the main house and incur additional costs to put people up in a hotel because there wasn’t enough room in the main house. I reported the issue to the customer service line and they said they would send someone but that person did not show up until the following day at 4pm. That left me without full use and enjoyment of the property I paid for upfront for 48hours. When I called the customer service line again to complain and asked to speak with a manager, they would not let me. The Customer Service rep named Chelsea promised to refund me for the time I did not have access to the room and promised to give me a call back. I reached out to them via email several times since that call and each time they ignored my request to have the refund.

  Business Response

  Date: 06/17/2024

  BBB Claim:
  Guest: Patsy *********
  Property: Villa Del Carmen
  Dates: Jun 9, 2024 - Jun 15, 2024

  
  Guest first contacted Southern Vacation Rentals on June 10th at 7:53PM stating that the AC is at 91 degrees and if someone couldn’t come out
  to fix it, they would like money back. We attempted to reach out to the guest
  but the phone number on file was not correct. We sent an email to the guests
  let them know that we were actively working on getting someone out to address the
  AC for them. Guest did not contact us back till June 11th, at
  10:07am. The guest demanded the number to the property manager which was
  declined as all guest's communication goes through Guest Services. We then informed
  the guests that the AC was scheduled to be fixed that day and the vendor was
  completed by 2pm. We attempted to reach out to the guests regarding
  compensation, and they never contacted us back. I will issue a credit of
  $140.20 (30% of the nightly rate) due to the AC being out in the pool house for
  less than 24 hours. Please note that the pool  No further compensation will be provided.
  

  Thank you,
  Amanda ****
  Regional Director of Guest Services. 

• Initial Complaint

  Date:05/21/2024

  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.

  Week of May 12 - 18th
  The bed in the master bedroom was broken but put back together. It collapsed two nights in a row before we called maintenance. First night, we straighten the legs because they were bent and you could see scratches on the floor where this had happened multiple times. After the bed collapsed again, we bought a screwdriver put the screws back in - there were multiple holes where THIS HAD BEEN AN ISSUE. Once maintenance was notified, they brought in a new bed after 2 nights - then charged a damanage fee of $1000.00 - this was NOT RIGHT because the bed was in bad shape to begin with.
  
  In addition, this unit had a broken coffee pot, knobs missing on cabinet in kitchen, black mold on sliding door, ceiling fan that made noises, wend 6 hours without water - had to have maintenance in building twice and then the delivery .... went without being able to sleep in master bedroom for 4 nights.
  
  Speaking to customer service on 05/21/24, they said that the bed was not damaged on arrival - I BEG TO DIFFER. There is no reason for a kingsize bed to collapse, have markings on the floor where the frame legs had collapsed, broken ends on legs. It collapse TWICE, even after putting it back together the first night.
  
  I am registering this complaint to get the $1000 returned due to damages that were not at fault. It was a crappy bed to begin with.

  Business Response

  Date: 06/20/2024

  BBB Claim: ********
  Guest: Michael ******
  Property: Island Princess #607
  Dates: May 12, 2024 - May 18, 2024

  
  After further investigation, we will agree to this guest's
  request to refund the damage charge of $1,000. Please see the attached receipt
  of the credit issued to the guests.
  
  Thank you,
  Amanda ****
  Regional Director of Guest Services. 

• Initial Complaint

  Date:05/16/2024

  Type:Facilities 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 at the Emerald Towers May 3 to 11, It was very dirty. It was not cleaned for a long, long time. The dishes were dirty, the sink was clogged, there were no towels. I mopped a black floor 4 times so we could walk on it only with are shoes on. The manager Stacy does not care, the emergency number does not answer. They would not care if there were RATS inside running around. We got locked out and Southern Vacation Rentals refund will be 118.59 cents Do not know how they came up with that after paying 3031 for a condo that RUINED OUR VACATION. Something needs to be done with management and housekeeping. after having to pay a 300.00 hosting fee to boot what a RIPOFF! I filed a complaint on Emerald Towers AND southern vacation rentals Because they both want to blame each other. I would like a refund.

  Business Response

  Date: 05/17/2024

  BBB Claim: 21715006
  Guest: Juliette ******
  Property: Emerald Towers #705
  Dates: May 4th – 11th , 2024
  
  The guest contact us at 3:21pm stating that the door code
  was not working. We advised the guest it was before checkin but provided a code
  to allow entry. The guest contacted us again at 5:21 pm stating that they
  needed help getting in again and they had to take medication within 15 minutes.
  We advised the guests that someone will be out at 5:31pm. The guest contacted us
  again on May 6th at 3:06pm stating that the garbage disposal was not
  working. We advised the guest that we created a work order and someone would be
  out to address it. We then followed up the next day asking if everything was
  taken care of. We received no response from the guests.
  On May 10th at 12:12 pm we were notified by the
  Home Owner’s Association that the guest was involved in a hit and run at the
  complex parking lot. The Home Owner’s Association informed us that they would
  be contacting the local authorities.
  The guest contacted us on May 14th, stating that
  they wanted compensation for being locked out of the unit. We provided the
  guests with a refund of $118.59, which we believe is more than fair.
  No other issues were brought to our attention. 

   

  Thank you, 

  Amanda ****

  Regional Director of Guest Services

• Initial Complaint

  Date:04/29/2024

  Type:Facilities 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.

  Continuous charges for repairs to rental unit without detailed support and reduction of rental income for charges without approval and/or support.

  Business Response

  Date: 05/13/2024

  Greetings, 

  This is for an owner. As you can see, the owner has provided numerous approvals via text. Nothing was charged to their account without prior notice. 

  Thank you, 

  Amanda **** - Regional Director of Guest Services