ComplaintsforBeach Reunion, LLC

• Initial Complaint

  07/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rented a home (the Calypso) through Beach Reunion, LLC for a week long family vacation, June 19-26, 2021. Upon arrival at our home we did not find things up to our expectations. We contacted Beach Reunion upon discovery of issues. We were asked to email (attached) issues which we did and they would send someone over. We are seeking a refund of the cleaning fee and compensation for the inconvenience the issues caused during our family vacation. Attached documents provides more detailed information. We have additional pictures if needed. Thank you.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/07/12) */ Beth *****, a guest in our "Calypso" vacation rental home called the Beach Reunion, LLC office during her stay for minor maintenance issues after her check in on June 19, 2021. Beach Reunion responded quickly to the initial requests and maintenance- within 24 hours of contact. The items that concerned the guest were able to be repaired without the guest's presence at the property as they were performed by Beach Reunion, LLC staff members, all vetted and insured by our company and therefore trustworthy and capable of repairs without guests in house. This guest noted she was unable to leave the home for the majority of the week, but it's important to add that this was not a necessary venture as we did not seek to hinder the guest from enjoying her vacation. Dryer and dishwasher were replaced during the guests stay. Upon completion, all appliances in the home were and currently are in working order. Maintenance and office staff inspected all furniture throughout the home, furniture is functional, and no guest has complained about this issue prior to this stay. The guest also purchased propane, versus requesting from the Beach Reunion staff, as we did have plenty available. Cleanliness of all areas of the home was inspected and approved by the Beach Reunion staff prior to guest arrival, as is the standard with every check in on every Beach Reunion property. The home was also treated for pests, as it is quarterly. In summary, this over $2,000,000 rental property is owned by a well-respected family who were in house the day of Ms. Myler's arrival and approved of the condition of the property. We know that these claims submitted are simply not true. This vacation rental has numerous guests during the Spring, Summer and Fall months. We maintain a 4.8 out of 5-star review rating on over 600 reviews online. We regret that this guest was not satisfied with our services, but we hope it is evident that we made multiple attempts to correct the issues in question. Beach Reunion has been managing vacation rentals on the Emerald Coast for nearly twenty years. Our goal is to provide consistent and superior customer service. We strive not to be the biggest but the best. We deliver a vacation experience that consistently keeps guests returning and creating memorable experiences. Ms. ***** is welcome to join us again next Summer and we're glad to ensure she's well taken care of with some complimentary amenities at the owner's discretion. Consumer Response /* (3000, 7, 2021/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) A maintenance person came on Sunday to look at the dishwasher and stated that it needed to be replaced and they would be back on Monday, we were asked what time we preferred and we chose early morning. They did not show up at the appointed time and after a few hours, we called the Beach Reunion Office to find out what was going on. They said that it was due to the heavy rain (a phone call would have been nice). The maintenance people returned late Monday morning and again looked at the dishwasher, did not replace it. They also stated that an appliance repair person would be by to look at the dryer. Later on Monday afternoon, the maintenance people did return with a new dishwasher. An appliance repair person did not come to look at the dryer. On Tuesday, a new dryer was finally installed. If we had not been there each time someone came, we would not know what was going on. We had several families that needed to do laundry and having one dryer was an inconvenience. The pictures prove that some of the furniture is not in working order. The chairs on the second floor balcony could not be set on without the risk of falling through them. We started our dinner after the hours Beach Reunion was available for non-emergency services. Per our contract, it spells out what constitutes an emergency, an empty propane tank was not on the list. We needed to cook our dinner, so we replaced it. We alerted the Beach Reunion office (by phone) the following day and were told to text them the receipt and it would be reimbursed. The text messages are attached. When we arrived there was a pinkish frozen slush in the bottom of the kitchen freezer. We called Beach Reunion and a cleaning person was sent over. While continuing to settle into the house, I noticed food and dirt debris behind the kitchen refrigerator. It had been there for a while as it could not be swept out with a broom. A few days later, while we were preparing dinner, a rather large cockroach came out from under the refrigerator to greet us. We called Beach Reunion the next morning, they sent over pest control to spray. It was a good thing we were home, as the person was going to spray all three floors and when we told him we had small children staying in the house, it was decided that it was best to only spray on the first floor, the problem area. The pest control person took the oven drawer off and there was food debris under there as well. He pulled out a kitchen drawer next to the bottom of the oven and there was a plastic sack that had fallen down behind the drawer and it contained a sticky substance. The next morning, there were at least three dead roaches in the kitchen/living room area. The house was sale pending during our rental week; the house sold on 9 July 2021 for 1.9M, so not over 2M. The pictures we are submitting show broken furniture and the pool area not appealing. Also, the pictures (particularly the pool area) that Beach Reunion has for the Calypso house are not what the area looks like (https://www.beachreunion.com/property/calypso). The only thing the same in the picture is the white table. The lounge chairs are different, there are white resin lounge chairs. We would like to have our cleaning fee refunded and some compensation for our inconveniences. Business Response /* (4000, 9, 2021/07/27) */ We will agree to a $300 refund back as compensation for Mrs. ******* issues. It is also important to note that as apart of her initial complaint, our rental agreement states that exact bedding/décor/amenities are not guaranteed the same as pictured as owners will often change items within the home. We regret that this guest was not satisfied with our services, but we hope it is evident that we made multiple attempts to correct the issues in question. Beach Reunion has been managing vacation rentals on the Emerald Coast for nearly twenty years. Our goal is to provide consistent and superior customer service. We strive not to be the biggest but the best. We deliver a vacation experience that consistently keeps guests returning and creating memorable experiences. Consumer Response /* (2000, 11, 2021/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response and the $300 refund, we feel that is fair based on our complaint.

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