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:09/19/2023

  Type:Customer Service 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 reserved a condo for 4 days by paying the required $192.49. Later, they sent me the contract to sign and send back. I signed and sent back the 7 page contract, but it was missing the first 5 pages. They received the last two pages, including the signed signature page. Two days later, they charged my credit card the remaining $769.95 as agreed. Now, two days before check in, I noticed they have cancelled my reservation. They claim it is due to the fact that the emailed contract was missing the first five pages. They told me that someone else is checking in today (Monday), and will be there for the remainder of the week. They get seven days of rental vs my four. They refunded my money, but now I’m stuck trying to find a similar condo last minute for a family of four. The manager was very defensive from the beginning of the phone call. She was not helpful, only defensive.

  Business Response

  Date: 09/19/2023

  It's unfortunate that the guest was unsatisfied with the outcome following the refund of his funds for the reservation that was not fully secured. By the time the guest called us on 9/18/23 after having sent the cancellation notificaton on 8/23/23 and refunded the guest that same day, the original unit was already booked. The guest was demanding that we cancel them as we did him. Unfortunately, the current guest has fulfilled their obligation by returning all documents and completed their administrative responsibilities. The caller was insistent that we make this happy as we interrupted his travel plans, so we remained on the phone while reviewing the call logs with any agents previously spoken to and the information that was sent back to us, there were several pages omitted of his contract that were required. There were pages that required initials in accordance with our policies, etc. The main signature page that was in acceptance of the value agreeing to the reservation and charging the card on file. Without these documents, in the event of a chargeback dispute of those funds, there is nothing our company nor the owner of the unit can do about collecting those funds back. This was explained to the guest earlier on in the call. In addition, the call log was also sent to the guest advising him of the conversation had with him on 8/20/23 regarding the contract being sent back in full and that the reservation would be automatically charged out in full 30 days prior to arrival (8/21/23 considering a 9/20/23 arrival date). The system did indeed process in accordance to the rules that are automated on the backend. Upon preparing for all reservations that are required to be fully secured within the 30 days window, it was noticed that the contractual obligations were not fulfilled as the only page sent back was the last page acknowledging only a specific rule and not anything to do with even the funds to secure the unit. At that time, the system flag was applied, the reservation was automatically cancelled and the guest refunded. The documents are then sent out and were in a timely manner that should the guest then review that information and want to re-book, they could possibly call us back and conclude anything outstanding once again under different circumstances. Following our call, which ended with the guest calling me certain words of profanity because I didn't provide the customer service that was desired for an outcome to have the original unit back, he was sent the call recordings and shared with what was sent in as he was advised that he did have some responsibility to provide what was requested and should have ensured all documents successfully were received. That is not for our company to own, especially when all ends were covered with much communication acknowledging that it wasn't read or handled timely on his end. It's regrettable that we couldn't get him to accept another unit at even a lower price, which was indeed offered; however, that was not achievable. 

• Initial Complaint

  Date:04/12/2023

  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 condo through Expedia. Which then apparently went through book that condo for April 1-9th. Couple days prior to April 1st I called book that condo bc that was the number attached to the itinerary to notify them I didn’t have the condo pen # or instructions. They stated it would come 24th a prior to checkin. NOPE never came. I fact day of checkin I was told by the hotel I didn’t have a reservation. So driving 11 hours to Panama messaging on chat /calling numerous numbers and getting the run around. Finally Celeste from book that condo calls and says they never received my reservation from Expedia ( so they blame Expedia/Expedia blames them). She then offered me one bed and a pull out couch no beachfront/ no beachfront balcony room ( which is what I had with my original booking and my original room had a king, trundle and two twins that I booked months prior). So of course I’m taking it bc it’s spring break and where else am I going to stay??!!!!!! This was a major hiccup, headache, and inconvenience. So this NEW booking came with a hiccup. It was next to the popular party spot pineapple Willie’s. Gangs/crime /guns and huge traffics and police presence out front. One night we came back to condo and a car was slowly driving by w a guy checking us out. We went into room/ 2 steps in the guy is banging on door w a squished down pizza bag. We truly believe he was pretending to be a pizza delivery guy. We didn’t answer door bc we didn’t r order pizza and it was same guy lurking. We waited, packed some things and went to gatekeeper hoping he’d say pizza delivery came through. NO he said weird stuff been happening all night!This is dangerous for 3 women traveling alone. We left and luckily found another room. We left a day early. I emailed them the situation and they claim they will refund me Friday and Saturday. But I think I should be refunded the full week for losing my original reservation with then putting me next to a dangerous party spot.

  Business Response

  Date: 04/13/2023

  First, we
  sincerely apologize for this guest and their inconvenience while booking
  through a site that we have no control over, such as Expedia. It was only on
  the day of her arrival when we first corresponded with this guest to know there
  was an issue. Connectivity issues unfortunately do arise in a technology-based
  world, in which we immediately reached out to Expedia to resolve the matter. In
  speaking with the guest initially and advising her of the only inventory we had
  available due to the time of travel being Spring Break in our market, she was
  not interested. We then communicated with the guest and Expedia both to refund
  the funds initially collected as well as offered for us to contact Expedia to
  find them alternate accommodations outside of our inventory for them to allow a
  relocation within their system since the error started from their site. The
  guest refused and stated she would just rather have her money back and take her
  own chances of finding something. The guest stated she would find other
  accommodations and it was left as such after the initial call. Following that,
  the guest apparently could not find alternate accommodations due to the lack of
  inventory available and called back stating she was acceptable to taking the
  reservation and staying in the only unit we had available left. We then advised
  that the funds had already been refunded and sent back to Expedia. When the
  guest learned of this, she offered another credit card for payment of the room,
  which then became our guest at that time to deal with for the reservation was
  now through our company rather than a third-party traveling agent. The guest
  then called 4/8/23, the day before they were due to depart and reported the
  issues stating that they'd already checked out of our property and found other
  arrangements, never having reported any issues to us up to this point either
  and due to that reason alone, she was only refunded 2 nights of her stay. The guests
  were compensated based on what they lost and for what we were not made aware of
  nor could prevent otherwise. Unfortunate as it is, travelers who come to our
  location during what is our "Spring Break" period, most know how to
  educate themselves on what events may be taking place during their time of
  travel. It's also important to note that when we spoke to the guest following
  her arrival, the guest seemed pleased and never had complaints to report.
  Again, we apologize that the guests did not feel comfortable with their
  surroundings during their stay, but that is not simply something we can control
  in a heavily impacted town full of Spring Breakers amongst the beaches.

  Customer Answer

  Date: 04/14/2023

  
  
  Complaint: 19925464
  
  
  
  I am rejecting this response because: because I was told the new accommodation was a beach front. It was NOT.  I’m fact construction covered the whole side for half the week.   My original reservation was 4 beds. The new one was a full size bed and a pull out couch!!!    So basically they are putting the blame still on Expedia and not on themselves??   So let this warn people not to deal with Expedia OR BOOK THAT CONDO bc they will lose your reservation and both put the blame on the other l!!!!!!

  this We were very upset with the living situation of two people have to share a bed together when 3 people are staying in a condo with only one bed and a pullout couch.   BUT we didn’t have any other options since it was spring break and you obviously didn’t have our original booking!!!! And everything else was booked!!!!!    We drove 11 hours w a 17 yr old kid on spring break and my sister  …..were we supposed to call around and pay double maybe triple our original booking since your guys didn’t have our original booking that we did months ago!!!!!!! The refund I received for the two nights does NOT even cover my one night at laquinta where I had to leave Friday night.  And in your response you stated no complaint was made on April 8????   You are correct bc the email was sent  on April 7th the Friday night that the scary situation happened where a black guy was lurking in the parking lot driving by slowly. Then as soon as we locked our door that same guy was carrying a pizza box knocking at our door. We did NOT order pizza.  And the gatekeeper had NO CLUE of any pizza guy coming through the gate??!!! How is that possible??!!!    Thank god we taped towels up in the bedroom window bc no blinds or curtains were provided for that room.    That Friday we left to go to a diff hotel bc we didn’t feel safe and we came back Saturday morning to grab remainder of our things.  The gatekeeper can confirm how scared we were along with any surveillance you may have.  We weren’t supposed to checkout until Sunday April 9th but we left a day early.    I had to go through numerous calls and chats before Celeste finally called me back…. No one was listening when I said the hotel has NO record of my booking.  You can review my calls to book that condo and see that I talked to a solid 3-4 reps before Celeste called me back.  And at least 3 in the chat box.  No one knew what they were talking about when I kept telling them I never received a PIN number to the condo.  
  
  The lesson here is I will never recommend BOOK THAT CONDO to anyone.  They will blame Expedia and Expedia will blame them.  And you will be forced without a room or to sleep on a pull out couch.  I think a full refund is well over warranted. 
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 04/14/2023

  We empathize and
  apologize that these issues were experienced. Accommodations were provided
  based on the fact the traveler called back and knew the unit type. It was
  identified that there was only (1) King and (1) Sofa Sleeper, sleeping 4- the
  same as the alternate accommodations, yet different bedding. When the traveler
  learned that alternate accommodations couldn't be made throughout their own
  search and wouldn't opt for relocation through Expedia, it was discussed of a
  discount for the inconvenience at that time in which we obliged and came in
  lower than her booking initially with Expedia. The guest accepted the lower
  price, made additional commentary about just being able to enjoy the beach and
  relax. There was a discount given initially upon request. The traveler
  proceeded to ask if the suitability of the unit's interior was comparable and
  was responded with the unit in whole being an upgrade. The guest was checked
  into a 1BD vs a studio that was not available for her stay initially. This new
  unit had a full kitchen vs a partial kitchen being provided in their other
  accommodations. As for a pizza delivery guy, understandably that can happen
  anywhere and we're truly sorry. We're in the business of renting vacation
  units, not the property or the people who surround it. Those conditions are
  beyond our control. The unit rented was a brand-new unit on the interior, with
  some exterior construction taking place to the complex. The most important part
  to recall about any factor in this and with all recorded calls present and
  listened to, a refund was given off the already reduced rate for the unused
  days made aware of following the guests departure, no phone calls stating there
  were any issues nor experiences that were unpleasant, a stay that was had in
  which those nights were considered and not refundable based on the terms and
  conditions provided to the guest. We specify in all of our agreements that is
  signed and initialed, to advise our office (including after-hours available 24
  hours per day) should there be issues that arise throughout their stay. The
  traveler neglected that, continued with thier stay, made no calls or mention
  until after services were delivered and expects a full refund. We're certainly
  in the position of creating pleasant vacations experiences and only when
  notified when things are opposite of that, can we impact them differently to
  assist in resolution to turn the experience around. As professionals in this
  industry, we respond to the known as well as protect our owners/guests alike
  for that is our return business. I feel this guest was fairly advised of what accommodations
  were being provided, slept the number of people the same, upgraded to a larger
  unit at a lesser price due to the inconvenience and refunded for their unused
  days. For that, no further compensation will be offered or considered and
  suggest that should the traveler desire, please reach out to us directly to
  allow one of our qualified agents and/or Managers to assist personally in
  another experience and the opportunity to create a different impression. 

• Initial Complaint

  Date:01/17/2023

  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 rented a house from Book that Condo in Panama Florida. Housekeeping needed to get into the house. The house keeping manager suggested that we leave for the day. She even said, in so many words.. in these circumstances, we often can reimburse for your day out. This was 1-10-23. We went out for the day. We enjoyed the zoo, shopping, and dinner. The cost was at our expense. House keeping never showed up.
  The next day was a repeat. 1-11-23... The house keeping manager asked us to vacate the house. So that the house keepers could get into the house, and do a thorough cleaning. A thorough cleaning that should have been done before our arrival! Instead there was trash under the furniture. Dust bunnies thick every where! The blinds were thick enough with dirt, you could literally write your name on them!
  We were trying to be compliant. Doing what Book That Condo wanted us to do. So we packed up all our belonging..minus our cloths...and went out for a few hours. ( We had been asked to remove any temptation of theft from the house.)
  We went back a few hours later. No one from house keeping had showed up. This was now 1-11-23 Day 11 of our stay in this house. So much dirt, it was caked around the door frames. Like a black rectangle..when you opened every door! We all have allergies. My sons specifically to dust, and dust mites.
  My wife was originally told by the house keeping manager... after you check out in two months, the house will be cleaned. Not just cleaned, but a deep clean! After we leave! What about the filth now?
  Our problem was, why were we being asked to stay, any where that was not spotless! We paid 5 k for a two month stay.
  A housekeeper showed up on 1-11-23. She was two hours late. Not a team, as we were told. She herself, had no idea what she was walking into. The house needed more then one person could take care of. This housekeeper worked 6 hours straight. Her hair wet with sweat. She worked hard..diligently! She did her best. Unfortunately the house was still about 30% filthy. That’s a far cry from clean.
  The manager and housekeeping called and sent us a email worth $200.00 in food, and video games at Dave & Busters..here in Panama. This was for having to leave, and use our money to be entertained, while house keeping had to come in. This was for not just the money we spent, but for the total of 11 days (so far) inconvenience of dirt, emails, and dealing with everything and everyone...instead of enjoying the house we rented..and our vacation.
  We thanked the people at Book That Condo for ever success and achievement made. The house was still dirty. The internet would not stay up. We could not watch tv, or stay online. We were told 1-12-23 some one would come and re boot us, on there way home from work. No one came.. no phone call. We needed lightbulbs, and batteries. We got silence for 48 hours.
  It was mutual that we get a refund, minus the days spent in this house. Granted..with hind sight..it should have been a deeply discounted stay in this house. In the time we were there.. a total of 13 days.,exiting on day 14.. the dryer was out for 5 days. The mini fridge was leaking, and was taken from the basement. The air conditioning condensation line was clogged? The house was filthy..and never cleaned a hundred percent, while we were there. We were treated as if we were the problem.
  On top of all of that...Book That Condo canceled the $200.00 gift email card they gifted us, fir food and games at Dave & Busters.. the one that was for our time, and trouble. Who knew there gift Was conditional? We still had to pay to go to the zoo, and out to eat.. In which we were told, “In circumstances like this..we can send you out for the day..at our cost.” Then they took their reimbursement away?
  I had asked, instead of reimbursement with food and video games.,how about a credit in cash? I never received a response. They just repossessed the kind gesture that they made.. to reimburse us.. For a house that should have been spotless before we arrived.
  Lesson learned. We found nothing was consistent that was said or promised. This certainly shows consistency! Their repossession of their reimbursement! They should be shamed, and made to pay it back! Replace the ****** * ****** $200.00 gift card email..or credit us the $200.00 in addition to our prior refund! Lord knows we have it coming to us!
  Thank you,
  **** ****** *** ******

  Business Response

  Date: 02/03/2023

  Date Sent: 1/27/2023 11:02:48 PM
  

  While we were contacted by this guest initially, we made every attempt to make right of the situation. The property was in need of a Deep Clean; however, there wasn’t enough time between bookings to do so. Hindsight, we should’ve relocated the guest while doing so in an effort to not have these issues. The photos provided within this complaint are not accurate as they were before we had Housekeeping present for 8 hours to rectify the issues as quickly as possible. The guest ended the evening advising me that she was satisfied with the resolution of the clean being performed. The next days we continues to received unruly emails and threats. In specking with the owner of the property, it was decided to cancel the rental agreement and refund the guest the remainder of her funds. It was apparent there was nothing we could do to rectify the matters and she continues to call us each day with something new. While we do acknowledge the need for a Deep clean, the property still did deliver a standard clean in between guests. 
  

  The guest has been refunded and signed documents stating resolution has been reached with satisfaction.
  

  Business Response

  Date: 02/21/2023

  The guest was provided the gift certificate while in-house to make use of while the stay was to continue. The complaint then came that they wanted to depart the unit after all attempts to make the guest happy. She wanted a refund, so the gift certificate was then pulled back as the guest stay was not continuing. They guest was never promised they would get a refund plus that. We made every attempt to assist the guest and the compensation that was provided further to keep the guest happy was to provide a gift certificate for local area attractions that Book That Condo would pay for. This was null and void when a refund was provided. 

  Customer Answer

  Date: 02/22/2023

   
  
  Complaint: 18815660
  
  Book that Condo sent us out for the day, telling us that they would reimburse us for the day. We left for the day. They were unable to line up their house keepers, to get into the house, and get the job done. They should of had them lined up, prior to asking us to exit the house…and telling us that we will reimburse you. So we went to the zoo, and out to eat. That evening upon wanting us to schedule a exit again, so they could schedule housekeeping to come in .. Book that Condo gifted us the E-card for food and games to go to Dave and Busters. It was never mention as contingent on anything being resolved. What was mention, was it was given to us because  the house was filthy, and we had been inconvenienced, plus just spent over $200.00 for the day..exiting the house..so they could bring in cleaners. Which did not happen! When they refunded our money, upon exiting, they never mentioned verbally, or in the paperwork that they were cancelling the E card. We never agreed to that. We went to use the card, and was told it was no good. We spent two weeks in a filthy condo. I have over 100 pictures of filth. They reimbursed the insurance we took out for the trip. Otherwise no credit was given for the dirty condo, or for the over $200.00 we spent to accommodate them for the day. We were without a dryer for five days. When my wife asked for a refund.. it was in re: to the days not stayed in the condo yet. I reject this answer. Lies!
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  **** ******