ComplaintsforNewman-Dailey Resort Properties, Inc.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family of 6 has stayed several of years at Hidden Dunes, with no previous issues. We just stayed there from 6/6-6/11/22. Upon arrival to unit 1503, the condo was very hot an humid. We arrived shortly after 2pm upon getting our notification that the condo was open and ready. I called immediately to inform them of the AC issue. They stated that it was on a timer and we should not have been there until 4pm and that is when it kicks in. My sister, who was in 1102, did not have this issue and her condo was cold. I waited and called back every 30 minutes to an hour to continue to inform them it was blowing warm air. They said they would send a tech to override the timer. Still no tech 2 hours later. We had already unpacked everything. After a few more calls, they offered to have us go to 906, the only unit available. We packed it all and then unpacked again. We lost a day at the beach and my sister's family did as well due to helping us move. I was also told, at the time 906 was offered, that we could only stay till Thursday at 9am and then another renter would be there. They did not have a plan after that. I was called on Wed and told that the AC in 1503 was being replaced the next week and only unit 102 was. available. I asked to have access Wed night so we didn't have to wake the family up early on Thursday. They did allow for that. We spent a few hours moving again. 102 was awful - no view of the ocean, only the pool, with everyone staring into the unit. We had to keep our curtains shut the remainder of the time to keep my kids and family private from strangers. This unit was in no way comparable. I did tell Linda that, prior to moving there but she stated it was all they had or we could just go home. We could not go home as we were there with another family. In addition, she stated that this never happens, moving to a third condo. Seeking a full refund due to the AC, multiple moves and the non- comparable condo. We go to Hidden Dunes for the balcony and ocean view

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/06/17) */ We received your BBB complaint, and were surprised since our team did everything within our power to ensure your family had a comfortable and enjoyable vacation experience at Hidden Dunes Resort. A/C units can break at any moment and everyone (owner, property manager and guest) are at the mercy of the A/C repair technician. Many guests have had to stay in a warm rental until the repair can be made. Therefore, our guest contract states "Newman-Dailey Resort Properties, Inc. cannot guarantee that utilities, appliances, elevators, or amenities will not fail. However, we will make every effort to repair or restore the use of these utilities, appliances, elevators, or amenities as soon as possible. No credits, discounts, or refunds will be given due to the loss." In this case, our team went above and beyond to work to find you alternate accommodations. During the summer months, there is limited availability for Gulf-front condominiums. Our team offered to upgrade you to a large villa with a lake view where we had availability for your entire stay. We understand your desire to have a Gulf-view. However, when you chose not to accept that alternative option, you understood that Condo 906 was only available until Thursday, and that you would have to move again. We appreciate that you're a returning guest, and due to the inconvenience, we have given a $300 refund, and provided a gift certificate for $300 to apply toward a future stay. We're disappointed that there was a mechanical failure and we hope you will return and allow us to provide you the wonderful vacation experience that you've had in the past and have come to expect. Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank your for responding. I spoke with Linda prior to my BBB complaint. She offered an $800 refund, to be refunded to my card within 10 business days. Please review your recordings. I then requested a full refund due to the multiple changes in condos and because I was told that was very rare. I also never got a contract. We selected the condo and paid for this trip about two weeks prior with no communication after it was paid in full. I typically get a contract in my email to sign. Not this time. Also, I do not recall being offered a lake villa. I was told the only option we had was 906 and then later 102 or go home. We were there with another family, so leaving was not an option. Please review your documents as well as your recordings. I look forward to hearing from you. Business Response /* (4000, 9, 2022/06/29) */ We are truly sorry the A/C in your rental was unrepairable during your stay. Our staff did everything within our power to find alternative accommodations, and due to the limited summer availability, required you moving twice. We acknowledge this was inconvenient and we are disappointed that your vacation was impacted. As a repeat guest of Newman-Dailey, Lynda offered an $800 refund for your inconvenience. Upon researching, we see that you were refunded $300 to your credit card and provided a gift certificate toward a future stay. We value your business and will ensure the additional $500 refund is credited to the card we have on file. In conclusion, the $800 refund will cover the two night stay in Hidden Dunes 102, plus you'll have a gift certificate for $300 toward a future stay. We sincerely appreciate your business. Consumer Response /* (4200, 11, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for addressing the inconvenience of having to move twice, however While you are offering some reimbursement for those moves, it does not cover the two nights we stayed in 102. The five night stay was $2921.97. This is $584.39 per night, totaling $1168.79 for the two nights. We have received a credit, to our account, for 302.40. There would need to be an additional $866.39 credited back to our account to be made whole on those two days in 102, which was not comparable to the unit we paid to stay in. I am unaware of where you sent a gift certificate. In addition, there was no contract defining any terms. I am requesting that the right thing be done in this situation. The owner of the condo was not proactive and the AC was not properly replaced so that guests were not displaced. In my conversations with Lynda, it was made clear that most of the owners of the condos do not proactively maintain their properties, even though it is suggested to do so by your mgmt company. In addition, we were told, on multiple calls that the units go through a setup/inspection prior to guests arriving. I'm not sure how the AC being broken was missed but perhaps this would have saved us from moving in and then out that night. This is bigger issue than moving to a condo several times, as it impacted not only my family but the other family that was also staying there. They helped us move basket loads of suitcases, clothes, toiletries and refrigerators and pantries full off food, from 1503 to 906 to 102. I look forward to coming to an agreement that we both feel comfortable with. Business Response /* (1000, 18, 2022/07/14) */ ***Document Attached*** As a returning guest of Newman-Dailey Resort Properties, we also want to come to an agreement that we both feel comfortable with. After reviewing our banking records, we confirmed that Ms. Sullivan's credit card has been credited a total of $802. Since she does not recall receiving the $300 gift certificate toward a future stay, we are making an exception and providing an additional credit refund to her Visa of $366 to bring the total credit to $1,168 (the price of the two nights). We're disappointed her vacation was impacted due to this unforeseen equipment failure. This was a rare occurrence, and we look forward to providing enjoyable, hassle-free beach vacations for years to come.

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