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:08/26/2024

  Type:Billing 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.

  Items were left in unit. Contacted them on the day of check out when it was determined that items were left. Agent of my vacation haven said that they had the items and would be returning. I have contacted them over 10 times to get update and have provided them an itemized list of missing items and exactly where they were located in unit. We had only been gone from unit for 5 hours. They refuse to return the items and keep telling me that they are waiting for housekeeping to bring them to office. It’s been a month to no avail. Items valued at around $600.
  I also got a charge on my card for trash left outside. After questioning them they sent me “proof” which was a pic taken at 5pm on day of checkout with a 10am checkout time. I was long gone before this trash “appeared” with a different vehicle than my own in driveway. They refuse to help with anything. Very poor customer service

  Business Response

  Date: 10/04/2024

  Multiple members of our team, including our Guest Relations Representative Pamela, made extensive efforts to assist Tami **** ** locating the items she reported leaving behind at one of our properties. Despite thorough searches and multiple checks, including coordinating with our warehouse, the items were not recovered. After exhausting all possible options, MVH has provided Tami with a $500 refund as a final resolution to the matter. Tami was emailed a copy of the refund receipt on 8.26.24.

   

• Initial Complaint

  Date:07/24/2024

  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.

  With 3 babies and a frail 85 year old, we would NEVER stay here again. We were never told we couldn’t have umbrellas or a shade for them on the beach… unless you pay another $400 for the service. Which we did, but we should have been informed. We were a 6 day—5 night stay. For 2.5 night our air on two floors was OUT and it was 85 degrees in the home. Not only is this unsafe for those in our group, we were all miserable! We should have been given different accommodations or refunded. To spend over 10k for a home, this is absolutely UNACCEPTABLE. When asked what there emergency crisis plan was for these situations, we were told that them giving us ONE box fan for a huge house was their plan. Our trip was ruined. And this rental company could CARE LESS. As a family form 4 states coming together, we will never use them again.
  
  I will say, the maintenance people were very kind & sympathetic. We also had to have a package returned after checkout & Pamela was so kind!

  Business Response

  Date: 08/25/2024

  We sincerely apologize for the inconvenience caused to you and your family. In terms of the beach umbrellas, we acknowledge your frustration. It is not our intention to withhold essential information, and we regret any misunderstanding regarding this service. Although we offer a complimentary beach service that includes two chairs and an umbrella, the HOA mandates advance notice and a fee for this particular community. We will ensure this information is more clearly communicated going forward. Moreover, we recognize the importance of a fully operational cooling system, especially considering the young children and elderly family member in your party. Despite installing a new HVAC system the following day, after thoroughly reviewing all factors we found that the interim solution was insufficient due to a miscommunication between departments. We are grateful for your positive feedback about our maintenance team and our guest services manager, Pamela. We are glad to have provided financial compensation as a testament to our commitment to rectifying the situation. Thank you for all the feedback shared on our phone conversation, as it assists us in improving our services. We hope to have the opportunity to provide you with a more seamless vacation in the future should you decide to stay with us again. 

• Initial Complaint

  Date:02/06/2024

  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.

  I am sending this compensation request for further review concerning our stay at your rental property---**** Laurel Way in Baytowne--Miramar Beach.  As your records show, this unit experienced multiple malfunctions and breakdowns causing us much inconvenience during what was advertised as a "relaxing get-away".  
  The $100 compensation was insulting and we consider this inadequate and unfair with the amount of problems we had to experience.
  Prior to our arrival from Dallas, I requested you to mail a hard copy of our contract.  We never got our agreement through mail. It was a Pet-Friendly unit that was advertised on the website for My Vacation Haven.
  During our first week at the unit, the microwave stopped working.  Your serviceman replaced this item with a  non-working 1920’s piece of rusty junk.
  Also, that first week, we received a bogus notice that we were being FINED $100 for partially parking a golf cart 1 inch on the grass. This cart was parked exactly the way we found it upon arrival.  The golf cart was not charged at all due to rain tripping the breaker without any warning
  What we experienced during all this was
   a) $100 bogus fine by HOA
    b) became stranded in golf cart
    c) breaker box was faulty
  d) clothes dryer didn’t work
  e) Microwave didn’t work
  f) No hot water
  g) Roach infestation
  h) Golf cart didn’t work
  I) Dirty carpet and bathroom
  My wife also called about big Roaches that were crawling up the bed skirt of our bed, she couldn’t sleep at night due to this infestation under the bed.  Wife called the office to report this, they offered to come out and spray with a dangerous chemical (pesticide).  Too toxic for all of us.    We were Over charged for a house that should have not been rented, it was not ready to be marketed due to terrible conditions!  
   Clothes dryer didn’t work, maintenance said, the heating element went out No dryer for 10 days
  No Hot water entire time of our visit.  Your service man said, water heater was too old 17 years old and needs replacing. It was not hot for safely washing dishes, proving that this Rental was not fit to be rented.
  Many inconveniences we experienced---certainly more than a $100 refund that you gave us. Golf cart was parked one inch on grass when we arrived there. The golf carts were not operating when we arrived.  Of all the units we have rented in Baytowne for 24 years, this was the worse ever! “My Vacation Haven Rental” was the most stressful, expensive, inconvenience waste of trip ever!
  We are requesting a full review and adjustment of a FAIR compensation for our multiple inconveniences we experienced.  We do expect FAIR compensation for this almost $10,000. After my wife got back home to Dallas, her doctor said, since she had gotten an infection, that we believe she had gotten from the dirty dishes, due to no hot water.  Her doctor was not able to perform her surgery.  We are asking 40% total paid back to our credit card.  

  Business Response

  Date: 04/08/2024

  Upon the initial notification of an issue, MVH promptly engaged in remedial action to address the concern raised by the guest, Glenda, and her party, who initially reported a malfunction with a golf cart on the 4th of the month, following their check-in on the 2nd. Upon investigation, it was determined that the golf cart was in proper working order, with the issue stemming from a failure to release the parking brake. Additionally, a subsequent after-hours call from the guest reported a breakdown of the golf cart, which was later resolved by the guest themselves that same evening. Subsequently, our technician was dispatched the following morning to provide guidance on the proper charging procedures for the golf carts.
  

  In response to a fine issued by the homeowners' association (HOA) for a violation involving a golf cart parked on pine straw, a violation of HOA regulations, we promptly refunded the incurred fine to Glenda and facilitated direct payment by the homeowner to mitigate any inconvenience experienced by the guest. Automated reminders regarding HOA regulations were also disseminated to guests to ensure compliance.
  

  On October 11, 2023, Glenda reported a malfunctioning microwave, prompting an assessment by our technician, who confirmed the need for replacement. Without delay, a temporary replacement microwave was provided to ensure uninterrupted guest comfort, followed by the installation of a new over-the-range microwave two days later.
  

  Further concerns were raised regarding lukewarm water from the kitchen sinks and showers on the same day, October 11th. Upon investigation, it was found that the water heater was set to 125 degrees Fahrenheit, with testing revealing that the water reached the appropriate temperature after a brief period of running.
  

  A malfunctioning dryer was reported on the 19th, prompting exhaustive testing by our technician and subsequent consultation with an appliance specialist. Unfortunately, due to the unavailability of a necessary part before Glenda's departure, alternative solutions for laundry services were offered, though declined by the guest.
  Throughout our interactions with the guest, no mention or report of cockroaches was made, and no subsequent reports of such pests were received following the guest's departure. In consideration of the inconvenience experienced, a refund for the HOA fine violation and an additional compensation of $150 were extended to the guest.

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  7/29- 8/5
  Upon arrival we realized the bathroom electrical outlets did not work. We called to report the issue. Days later, after multiple rude technicians and hours waited, missed dinner reservations, unannounced entrance) , the issue was resolved.
  We reported other issues via the hospitality app provided. We received no response. Issues include- Mosquito problem, dirty areas , roaches, marks all over the walls, moldy smell on third floor, and laundry light not working.
  On the day prior to leaving, we sent another text advising that we had send feedback with no response. We called and spent hours on the phone, troubleshooting the app and explaining the issues multiple times.
  The response was essentially because their app didn’t work and they didn’t receive the complaint about some of the concerns, no action will be taken to resolve any of them!
  Unfathomable that a company is ok with this treatment. To allow their guest to be subjected to being walked in on without notice or announcement is unacceptable. The main entrance is in the bedroom/ bathroom area. My nieces had just taken showers and were subjected to 2 random guys entering!!
  This organization does not care about the guest experience or doing the right things by taking accountability.
  Very disappointing and unacceptable.

  Business Response

  Date: 08/22/2023

   

  Jodi,

  We sincerely apologize if there were any inconveniences during your stay. The one phone call made to our office was about a bathroom outlet being out of service and our team attempted to troubleshoot this over the phone. Ultimately, they were not able to solve the problem, so our maintenance team took care of the repair. Our customer service agent asked you during that phone call if there were any other questions and you said no. We have no emails and received no further phone calls from you during the course of your stay and our technical staff confirmed the app is indeed working. 

  We also apologize if your group felt uncomfortable at any point during your stay. Our maintenance team is a trustworthy and professional group of individuals who work tirelessly to take care of any guest inconveniences as quickly as possible. They are trained to alert guests by knocking or ringing a doorbell so the guest can allow access our properties and they, in no way, intentionally walked in on anyone.  

   

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint: 20497537
  
  
  
  I am rejecting this response because: I was asked to use the Hospitality app to communicate during my stay. I used this app and sent several communications through it.  Your claim is that you never received any of them. I performed troubleshooting ( on at least 2 calls)  with your reps on the line with me. When I sent test messsges , they never received them, yet advised the app is working. I should not be responsible for your app not working as designed.  I absolutely did report all of the issues. I also provided pictures via text.   Everything that I reported can be verified by simply visiting the location. I think the entire focus has been placed on whether you received notification , rather than the fact that the issues factually exists. 
  You mentioned that the electrical issues were fixed- yes it was ) in the bathroom, the laundry room light never worked)  3 days , multiple hours and visits later. You apologized for the intrusion and unannounced entry , but the poor experience remains. It’s unacceptable and unbelievable that you so casually dismiss walking in on and frightening young girls! 
  I can assure you that if this was your vacation experience ( dirty, unkept, temperature too hot, mosquitoes, roaches, electrical issues, multiple maintenance visits, an intrusion and a horrible mold smell in your bedroom ) , you would be disappointed, angry , and simply want to the property manager to do the right thing. I feel that compensation is beyond warranted. 
  
  
  
  Sincerely,
  
  
  
  Jodi *******

  Customer Answer

  Date: 08/23/2023

  I wish to add that the cost of the rental for the week was almost $7000. There is an expectation that the accommodations be satisfactory when choosing to pay that amount of money. Again, I am simply asking for compensation as an offer to make right the experience. 
  We visit Destin every year. We didn’t last year because of my father passing from brain cancer. This was our first year back and without him. I had hoped to provide my family an excellent experience and ended up with a plethora of issues met with a complete disregard of the situation.  

  Business Response

  Date: 08/29/2023

  Ms. *******,

  
  You checked out of the property on 8/5/23. Our office
  received one phone call from you on 8/7/23. Our reservations manager attempted
  to call that day, but left a voicemail and was able to connect with you on 8/8/23
  to discuss your complaints. She began troubleshooting with you and on 8/9/23,
  the below screenshots reflect the app was indeed working.

  Our team works hard
  to ensure excellent communication with every guest and we again apologize if
  you feel we did not provide this in your situation. We never received a complaint
  about the other inconveniences during your stay or we would have attempted to
  resolve everything for you at that time. 

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: 20497537
  
  
  
  I am rejecting this response because: as the attached pictures prove , I did contact you during my stay. I also sent multiple messages through the app. Clearly the hospitality app was not working properly. Go back and listen to the recorded calls.  As stated previously, when I test with the reps multiple times, my messages were never received. I tried from multiple devices. You are placing blame on your customers for your communication platforms not functioning as designed. 
  

  You sent multiple technicians to the house ( intruded and rude) .  How would they know to come if we hadn’t contacted you?  The issues remain. Everything reported via phone calls, app messages, text and pictures shared are factual issues. How can one deny the validity of a literal photographs? 
  

  The last conversation with a “manager”, she acknowledged everything I told her was documented but she was “unable to do anything about it. “
  

  This entire interaction is unprofessional and absurd. Businesses should not be permitted to function with such acumen and disregard for their guest’s experiences. 

  I am in disbelief at such treatment, dishonesty and lack of ownership. 
  Without hesitation and undoubtedly, compensation for the experience is warranted . The time spent on the phone with your call center and this unfortunate interaction is entirely unacceptable! 
  
  
  
  Sincerely, Jodi 
  
  
  
  Jodi *******

  Business Response

  Date: 08/30/2023

  There will be no further communication from this office. We have provided documentation and a sincere apology in regards to the inconvenience that was reported at the time of guest's stay. 

   

  Thank you

  Customer Answer

  Date: 08/30/2023

  Good afternoon 
  Per the latest response  from My Vacation Haven, they are not willing to communicate further. They have provided zero documentation. Contrarily, they have been dishonest and have not addressed any of my concerns. What recourse do I have at this point? It’s unbelievable how they conduct business!!

  Jodi ******* 

• Initial Complaint

  Date:08/16/2023

  Type:Order 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.

  On July 17, 2023, we booked a rental reservation through VRBO for a property managed by My Vacation Haven. Prior to booking the reservation, we had an exchange where questions about the property were answered by My Vacation Haven. At the time of the reservation, we paid half of the posted deposit.
  
  On July 17, My Vacation Haven sent a rental agreement, again, with the rate listed as it was on VRBO, which we signed and resubmitted. WE then began planning our vacation, which included letting family/ friends know when and where we were staying. Those groups ultimately booked similar travel plans.
  
  On August 16, I received a call from My Vacation Haven stating that they had incorrectly posted the price of the vacation rental property and would be cancelling our reservation. I asked them why I was having my family's reservation cancelled because of their mistake and was told that they couldn't do anything about it except refund the money.
  
  The rental agreement that was signed states that sometimes a property may not be available is there is damage, a change in ownership, etc. No where on the document listed is as a reason for cancellation is staff did not list the property for a high enough rate. We simply want our agreement honored.

  Business Response

  Date: 08/18/2023

  Jonathan,

  We apologize for the inconvenience and attempted to communicate with you regarding the details. We had a technical problem with our software for a brief time and this caused rates to be inaccurately posted for the property you rented. As soon as we became aware of the error, our team contacted the guests that were affected. We offered you multiple options as a resolution, but we cannot honor the rates caused by the system error. We do hope you understand and we encourage you to contact our office directly if you choose to accept one of the options offered.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair 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.

  Rented Villa Lago 1977 the week of 7-15-2023. House was one of largest in subdivision 5 beds, sleeps 13 with 2 Golf carts, price$6,000. Told my vacation haven from the beginning 2 four person golf cart won’t work for 13 people. Told them I wanted to rent another golf cart and they said I wasn’t allowed to. They said everything was within walking distance, maybe but not for 70 and 80 yr olds.
  One golf cart never worked from the beginning and the other worked half of the time. They took the broken one away three times and brought it back each time still broken. We quit complaining because they would of taken away the 2nd one that worked half of the time and then we would of been stranded. The 2nd one broke down and left my 19 yr old granddaughter walking at 11pm and security picked her up and brought her home. All I was ever told about the golf carts was it was a 3rd party issue and they couldn’t do anything about it, it wasn’t their problem. The safety of my family wasn’t their problem. They said golf carts are a amenity and are not guaranteed. The last nite there my grandson was jumped by a gang of 15 kids, no security in site, He Drove golf cart home and lights went out. Wasn’t bad enough he was bleeding badly, required 5 stitch’s above the eye at the ER. We never filed a police report, because we would of missed our flight. Those golf carts at 1977 Villa Lago are old, I would bet my life they never work. Don’t know why My Vacation Haven doesn't go to owners and tell them either get new golf carts or we can’t advertise house with carts anymore. 75% of their bad reviews are about golf carts.

  Business Response

  Date: 07/26/2023

  We sincerely apologize for any problems you had
  during your time at one of our properties. Many of the properties in that
  resort include golf carts and these are the only carts allowed on the resort.
  The association does not allow golf cart rentals, so we have to abide by the
  association’s guidelines. The golf cart situation in the area is problematic at
  times, yes. There is, unfortunately, no simple solution as the problem affects
  the entire area and not only the properties associated with our company.
  
  Our maintenance team works hard to ensure golf carts
  are ready for guests and sometimes they can have problems without warning. We
  apologize if this was the case and are glad you had a second golf cart to use
  while our team worked diligently to repair the first one. We apologize if your
  child was harassed by other tourists, but urge all of our guests to report
  these concerns to the local authorities as this falls under their jurisdiction,
  not the property management company.
  
  Our team communicated with you and tried to
  offer a resolution to the inconvenience, but you were unwilling to accept it.
  We do apologize again for the inconvenience and do hope your group was able to
  enjoy your beach vacation and create some wonderful memories.

  Customer Answer

  Date: 07/30/2023

  
  
  Complaint: 20368893
  
  
  
  I am rejecting this response because:
  we paid for two working golf carts and received a half working one.
  One was 100% out of service throughout our entire stay. The second cart worked 50% of the time and left my 19 year old granddaughter stranded for security to drive her home. The lights didn’t work and it couldn’t reach the 19 mph speed limit to keep up with traffic.                           I asked several times for working golf carts to transport the 13 of us to the areas not within walking distance, which was EVERYWHERE! Only to be told it’s a third party problem. How is this an appropriate response to a family of 13 on vacation with 80 year olds and children with no form of transportation?
  Completely unacceptable and will not be tolerated. The safety of my family was disregarded for the entire week. Please note this was not just an issue with our family and week long stay. Please refer to the numerous reviews left for this listing where 75% of the reviews discuss experiencing similar issues. 

  
  Sincerely,
  Michael *** ************

  Business Response

  Date: 08/14/2023

  Our reservations manager called the guest to clarify the problem and the guest was irate, stating he did not want to hear what she was attempting to explain. The HOA rules for the community where he was renting the property do not allow outside golf carts or golf cart rentals. She told him we were happy to provide compensation for the inconvenience and he stated "what is compensation going to do?". He stated if she could not help him, the conversation was over and he hung up the phone. The compensation our company was willing to offer at that time was one night's base rent off his total balance.

• Initial Complaint

  Date:07/19/2023

  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.

  We checked in on 7/6/23 to find unsanitary conditions. All beds had what appeared to be blood soiled blankets. I washed the sheets and remade beds and My Vacation Haven brought clean blankets the following day. They did not offer to remake beds. The floors were filthy at arrival. We had to mop the entire unit. Dirty towels and wash cloths were left in the laundry area. Our kitchen was infested with roaches. They were in the silverware drawer and cabinet with the dishes. We did report this and we’re told “tis the season in Florida”. We have vacationed in Destin for 20 years and are very familiar with the palmetto bugs but not in kitchen cabinets and not with roaches. Our air conditioning quit working and we were without air for 2 days. One of the nights we were relocated to another unit but had to go back to our unit with no air the following morning. There was also a screw sticking out of my sons twin bed that he cut his leg on. We were refunded half of the cleaning fee and I requested that we at least get the entire cleaning fee back in which they refused. I really feel that we should be refunded our cleaning fee plus 2 nights for all of the issues that we had. We spent over $4000 on our unit and were extremely disappointed.

  Business Response

  Date: 07/24/2023

  Shannon,

  We sincerely apologize if
  you experienced any inconvenience during your stay at one of our properties.
  When you initially notified us of a problem, you had already washed the blankets and did not
  want someone to come reclean for you. We have also reviewed all documentation
  from your stay and the image you sent was of a palmetto bug, which is common in
  Florida. There are several types of pests that can find their way into a home and
  it actually occurs much more than you might imagine. While frustrating to us
  all, the best we can do is ensure an aggressive spraying schedule and our
  company does this. We could also have resprayed for you, but you were not
  interested. As for the air conditioning, we hate this happened during your
  stay! It was something that occurred without warning and our company quickly
  tried everything within our means to solve the problem. We attempted to have a
  vendor come out overnight to fix the unit since it was after hours when you
  reported. We provided you with a portable unit and also moved your family to a
  new property for the night, at our expense, to ensure your comfort while
  awaiting the repair. It was repaired before dinnertime the next day. The
  compensation you were provided is best our company could do in the situation
  and we again apologize for the inconvenience and hope your family was able to enjoy your time at the beach despite any problems that occurred.

• Initial Complaint

  Date:07/14/2023

  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.

  We booked a 4 night stay at Luau I 7009/7011 for Wednesday, June 7th to Sunday, June 11th. We paid approximately $2,000 for the 4 night stay. On night one of our stay, we informed My Vacation Haven that the room would not cool properly. We were told that this was an after hours request and would be handled the next day. On June 8th, we were told via text at 9:11am that maintenance would be there that day to fix the problem. At 11:34 on 6/8, we were told that someone would be by that afternoon to work on the issue. At 4:08 Pm on June 8th, we responded that we had not seen anyone work on the unit. MVH responded that a vendor would be out on 6/9 to work on the issue. At 5:57pm on 6/8 we asked if we could be moved to another unit in the building. We also asked if we could be compensated for the issue and we were told that MVH would check into it. They delivered box fans and said they were checking with the property manager to see what else could be done. Later than evening (6/8) someone called and said that no rooms were available in the same building, but a room was available in the other building. We explained that this would not work, as we had all of our extended family staying in other units in our building. We were again told this would be fixed on 6/9 (day three of our 4 night stay). We spent night two in the hot room and then the majority of day three in the room with no resolution. Finally, at about 5:00 on day three, someone came and fixed the air. I continued to text and call about being compensated for the inconvenience, and was continually told that they would notify me when they had an update. We never received any call about compensation. When we finished our stay, I called my credit card company to dispute the charge. The credit card company connected me with MVH and they offered a refund of $200. They said they would see if more funds were available for refund, but I didn't ever hear back. I can provide screen shots of all texts if needed.

  Business Response

  Date: 07/18/2023

   

  Michael,

   

  We sincerely apologize if there was an inconvenience during your stay at one of our properties. We dispatched someone as quickly as we could when you reported the problem and our team had to escalate this to a third party vendor. Unfortunately, we do not have control over our vendors' schedules, but we alerted you as soon as we were able and offered multiple times to move you to a comparable property that was approximately a 2 minute walk between buildings. The Luau I and Luau II are sister properties. We did not want your family to be without air conditioning and this was our only option at the time. We also compensated you for the inconvenience and handled this to the best of our ability. We again apologize for any problems that occurred during your stay.

   

   

   

  We offered to move this guest multiple times after advising
  them the AC wouldn’t be fixed until Wednesday after hearing back from SS&E.
   They were staying in Luau I and the other property we urged them to move
  to was in Luau II, maybe a two minute travel time from tower I where their
  family was staying. I kept stressing they needed to move because I didn’t want
  the one bedroom side to be without AC, the studio AC was working fine and we
  couldn’t put a portable in the one bedroom because it doesn’t have a sliding
  glass door.  
  
  

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint: 20318260
  
  
  
  I am rejecting this response because:

  The response is not accurate.  We called, emailed, and texted numerous times on day one (Wednesday) and didn’t have any offer that day to switch rooms in that day. it was only after sending numerous texts and calls on Thursday that we were offered to change rooms (at approximately 8:30 pm).  We were told that there were no other rooms available in our tower and that someone would be out in the morning (Friday, day 3) to fix it. Since we thought it would be resolved on Friday morning, we chose to stay Thursday evening in the room rather than unload all of our things and move to another tower. After hearing nothing by noon on Friday, I texted and called again and was told that someone would be there to fix it soon. it was fixed at around 4:00 on Friday (day 3).  No one continually urged us to move rooms, but rather continued to tell us that the problem would be resolved.  We also were told that they were looking into options to compensate us for our inconvenience over and over again by text.  That answer never came back until I had my credit card company call them directly about disputing the charges.  It was then that we were offered the $200 refund, which was equivalent to less than half of one night’s stay after we went with out air for over two full days of our stay. At the very least, we felt the first two nights abound have been refunded since no offer was even made to move rooms until the end of day two.  We have booked numerous rooms at the beach over the years, and have never experienced such poor customer service and felt that we were misled each day we were there.

  I can provide a full text thread if that would be helpful  it shows us continually following up on the issue and the company continually pushing back estimates of when it would be fixed.

  
  
  
  Michael *****

  Customer Answer

  Date: 07/31/2023

  see attached screen shots of entire text thread throughout our stay.  All of these texts were in addition to phone calls and emails that we made to attempt to achieve a resolution. The texts also display our repeated effort to discuss what the company would do to compensate for the conditions. Each time, the company told us they were looking into that, but it wasn't until we checked out and had our credit card dispute team contact them directly that they offered a small concession of $200.

  Business Response

  Date: 08/02/2023

  Thank you for providing the text thread. We have the same thread in our communication logs. As we stated prior, our team encouraged you multiple times to move to another property with a working air conditioner while we worked as quickly as possible to resolve your issue. You declined the offer, even though the property would have been a very short walk and your group would have been more comfortable while waiting. We also provided you with a financial resolution for the inconvenience, even though you rejected our offer to relocate. We do hope your family had a chance to enjoy your time at the beach and we thank you for staying.

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: 20318260
  
  
  
  I am rejecting this response because:
  
  
  once again, it is not accurate. It’s disappointing that MVH can read the text thread and still feel OK about the way that their company handled the situation. We had to press time and time again to continue to get updates on when the problem will be resolved. And as the text thread indicates, the estimated time for repair continued to get pushed back. It is also untrue that we were offered to move on multiple occasions. This offer came one time at the end of day 2 and was not in the building. We also were led to believe that it would be fixed the following morning.  We are not requesting any reimbursement from the time the request to move was offered, we are simply asking that we receive our money back for the first two days we spent without AC (before the offer to move was even made).  It’s understandable that maintenance issues occur, but I would expect the company to compensate accordingly when something as significant as the AC is out and it can’t be resolved within a reasonable amount of time. 
  
  Sincerely,
  
  
  
  Michael *****

• Initial Complaint

  Date:04/12/2023

  Type:Billing 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 ** ******* ** April 3rd-7th. We left the property as we found it. No damage was present, and everything was left as it was found other than beds being left unmade. I received an email April 11th stating the housekeeper found the glass top on the stove was cracked and my credit card was billed $685. A picture was attached. I called and explained the situation and was told they have to side with the house keepers no matter what I said. I will be disputing the charge on my credit card. A phone call and explanation would have been appreciated. When I asked what I need to do to resolve the charge or situation. I was simply told that they would notify the property manager. No resolution was given. If I had caused the damage, I would have reported. This is the first time I've had an issue with any rental company or anywhere I have stayed. Very poor communication and customer service.

  Business Response

  Date: 04/17/2023

  
  We apologize for any
  inconvenience that you experienced after your stay with us. Upon departure, the
  housekeepers immediately reported the glass top on the stove was cracked. See attached
  photo. They are the regular cleaners for this home and are very aware of the home’s
  interior condition. They had not reported a cracked stovetop during the
  cleaning prior to your arrival and we never got an alert from you during your
  stay that there was a problem. Unfortunately, the rental agreement you signed when
  booking the property indicated you (as the guest) would be responsible for any
  damages that occur. This is standard language in most vacation rental agreements
  industrywide and nothing out of the ordinary. 

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: 19925139
  
  
  
  I am rejecting this response because: based on online reviews and other BBB complaints related to this property management company, charging renters for damages that did not cause is a chronic act. Additionally, no evidence of the repair or the associated cost were provided upon request. Lastly, the cooktop was not broken when we checked out and it is not uncommon for ceramic cooktops to break unexpected due to unnoticeable chips and scratches which result from regular wear and tear.
  
  
  
  Sincerely,
  
  
  
  Meghan ******

  Business Response

  Date: 05/10/2023

  Our company obtained an estimate for the repair of the cracked glass on top of the stove. The estimate was quite expensive and the owner decided to replace the stove instead of making a costly repair. The owner monthly rental payments were sent out by our company a few days ago and the owner is awaiting the payment to purchase the new stove. We can supply further documentation once they make the purchase if they choose to share this information with us. The cost of the new stove will likely be more than the guest was quoted for the repair, but this is a decision the owner made and we do not plan to further charge this guest.

• Initial Complaint

  Date:03/27/2023

  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.

  I booked a vacation rental from this company solely because they advertised that the unit came with a golf cart that could be used to travel the grounds to local restaurants and beach. My daughter has special needs and can’t walk far distances. So, this was the only reason we booked. Once we arrived we were told that there is no golf cart and that they “mistakenly forgot to tell us” even though the golf cart had not been available even before we booked our stay. When I tried to cancel, I was told that I couldn’t because we had already checked in. I asked to speak to a manager and was told by the representative, Jeremy, that I wasn’t allowed to speak to anyone but him. We never would have booked the condo if we would have known the golf cart wasn’t available and feel the company falsely advertised that one was available even though they knew that it wasn’t. We had to rent a golf cart from a local rental company for $150 per day for our 3 day stay.

  Business Response

  Date: 03/28/2023

  We apologize for the inconvenience during your stay. You booked the property less than 24 hours prior to arriving. Our office was in communication with you just prior to your arrival and upon check in. The code automatically became active when it is officially time to check in and was provided through the app at 4pm. Per the signed rental agreement, golf carts and other amenities are not guaranteed if there is an unforeseen circumstance. We wish there would have been a golf cart to provide you with, but there was not. It was not false advertising as the golf cart is included with the property. However, the carts do break down and when this happens, we need to call a third party vendor and have no control over that person's schedule. We do want to point out how unprofessional it was to verbally abuse one of our reservation staff. Screaming obscenities into the phone when you were unable to be transferred to a higher level management person is unacceptable and unprofessional. There was no person on premises to transfer you to or he would have done this per your request. We offered you compensation for each day the golf cart was not available and you were unwilling to accept this. We do hope, despite the inconvenience, that you were able to have a good trip at the beach.

  Business Response

  Date: 03/30/2023

  Our company strives to provide exceptional customer service and communication. You booked a property less than 24 hours before checking in during one of the busiest times of the year. There was nothing "shady" about how we operated and we offered to compensate you for the inconvenience. You declined this and continued with verbal abuse to more than one person on our staff. 

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: 19855341
  
  
  
  I am rejecting this response because:
  
  
  the timing of the reservation is irrelevant to this complaint.  You listed the golf cart as available when you admittedly knew that it wasn’t.  If your company can’t handle 24 hour reservations, you shouldn’t take them.  I only spoke with one person, Jeremy, who wouldn’t allow me to speak to anyone else.  So, how did I verbally abuse multiple people??  You can continue to make excuses, but the fact remains that you advertised the golf cart to rent the room, knowing that it wasn’t available.  Once the room was booked, you admitted to “mistakenly forgetting to tell me” after it was too late to cancel the reservation.  The rental of a golf cart cost $150/day and you offered $25/day in compensation.  That’s why I rejected it.  I am requesting 25% of my reservation cost, or we can go to arbitration for more.

  
  
  Sincerely,
  
  
  
  Buck *********