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:05/24/2023

  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.

  We rented Emerald Winds Townhouse 2 for the week of Jeep Jam. Upon our arrival on Saturday we walked into the kitchen with water leaking out of the ceiling and pieces from the ceiling sheet rock all over the counter and stove. I contacted management and was told it would be fixed asap. We put bowls and paper towels to try and catch what we could but it left the stove unusable because the water was dripping in that location. Sunday came no plumber. Was told he be there Monday. He never showed. Contacted again told Wednesday and for us not to use the master bath. The place was dirty when we arrived. I had to spend the first part of my vacation cleaning. The unit also smelled like cigarette smoke even though its listed as non smoking. The patio furniture is so dilapidated it's unusable. The water to wash sand off on the deck doesn't work. The plastic chairs on the balcony are broke so they scratch or pinch you when you try sitting in them. Some of the fuzzy pillows on the couch smell like urine. The chaise in the master bedroom looks like it has skidmarks on it. There is unsightly rubbish under and strewn out from under the deck. I rented a clean, non smoking, two bedroom with two and a half bath unit. I didn't receive what i paid a lot of money for. This place was a nightmare. I was offered the cleaning fee back and $300 bucks. We spent over $400 on meals we shouldn't have had to because we couldn't use the stove and spent another $50 on a fan trying to rid the upstairs of the cigarette smell. Not to mention all the days of cleaning up and dumping water from the ceiling! I was told take the $500 or they wouldn't refund me anything. Great customer service.

  Business Response

  Date: 05/24/2023

  Thank you for the pictures you've sent and for the email detailing your experience with us. I'm sorry this was what you came into and what happened when you stayed with us. This certainly doesn't reflect our cleaning standards and I will be sure to share this with the Housekeeping team that handles this unit so we can ensure that things are better maintained going forward. 
  Thank you for letting me know about the debris under the deck. Those town homes are notorious for collecting every beach item in the world under those decks, and the neighbors have in the past kept things in our space. I'll have maintenance go out and clear that out. 
  We've spoken to the owner regarding the patio chairs and they've agreed to replace them, so thank you for the pictures that we were able to share with them so they could see what guests were seeing and validate our previous comments to them. 
  Regarding the leak and hanging tape you found, unfortunately it appears that a leak occurred between the time when we inspected the unit a day before arrival and when you guys came in that Saturday. We reached out to a few local plumbing companies in town to try to find someone who could come out but were hitting a wall on their availability. Most of them were giving us dates two weeks out, which I think we both can agree is not really helpful. We were able to pull some strings with a company we've done a lot of business with in the past and they bumped someone to get us a slot on that Wednesday that they were able to get this fixed for you all. I'm sorry that this took so long to get fixed, but we're required to use licensed plumbers and are ultimately at the mercy of their scheduling when something unexpected like this occurs. We understand that it doesn't make the situation any less frustrating but we truly did do our best to get this resolved for you in as timely a manner as possible, up to and including burning some favors and goodwill with a plumbing vendor we've worked with for years. 
  Once again I'm sorry that this leak chose this time to occur and interrupted your stay and the enjoyment you were hoping to have on your vacation with us. Unfortunately home repair problems don't notify us in advance and will usually choose the worst time to fail and cause a problem. But from us to you please know that we were acting in our best capacity to get this corrected for you in as timely a manner as we could. 
  I processed the previously spoken about refund for you yesterday, you should see the credit hit your bank account within 5-7 business days depending on the speed of your banking institution in processing refunds. 
  
  
  
  While you're stay had some troubles we thank you for staying with us and sharing your experience so that we can learn from them and do better in the future. 
  

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: 20096603
  
  
  
  I am rejecting this response because: The amount offered doesn't even cover the added expenses we shouldn't have had to put out. A fair amount would be $450 for our added expenses and the awful state the place was in and $200 for the cleaning fee. 
  
  
  
  Sincerely,
  
  
  
  Kelly *******

  Business Response

  Date: 05/25/2023

  We appreciate your reply. You have been refunded what we consider fair and what the owner has approved. 

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: 20096603
  
  
  
  I am rejecting this response because: We never discussed or agreed on a fair adjustment. I was told by Whitney she'd refund me $500 and I could take or get nothing. That's not agreeing on anything! I wasn't ever asked what I felt was a fair agreement. I was out $400 for added meals we didn't budget in for and the $50 for the fan. So I feel it's more than fair to be refunded the cleaning fee and the $450 we had to put out.

  Your company keeps stating you couldn't project the leak but neither did we and it's not fair we had added expenses that you are expecting us to take on when we paid for an advertised unit that was far from what your company shows it being online. The pictures on the listing are deceitful to what the actual place looks like.
  
  
  
  Sincerely,
  
  
  
  Kelly *******

• Initial Complaint

  Date:03/28/2023

  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.

  My husband and I booked Gulf Holiday Home through iTrip (and Marriott Homes & Villas/Price Morgan Vacation Homes) for a stay of 6 nights for $190.13 per night in February 2023. We arrived and the door code did not work, but the back door was unlocked (helpful in the moment, but also unsafe) so we were able to get in. We called the phone number provided and left a message (after business hours and they did not answer) to tell them that the code didn't work and that the back door had been left unlocked by whomever left the unit last. The next day, the code worked. Also the next day, we discovered that the dishwasher did not work. It appeared brand new and never used, but had no power running to it. We googled the user manual and tried everything we could to restart/turn it on, but no luck. We contacted the house manager and she sent out a handyman, who was unable to do anything to fix it, as he said it was due to a part that needed to be ordered from the manufacturer. We were left without a dishwasher for the entire week stay. The back shower had almost no hot water, and it seemed that the maximum temperature was 99-100 degrees. Then, after our two year old had been running around the back patio, we discovered a large amount of broken glass on the stone. It appeared that a few of the lightbulbs from the string lights had fallen and broken. Thankfully only one adult experienced a tiny sliver of glass in his foot, not the two year old! We picked up all of the glass that we could find and sent pictures to the house manager Candy and the other contact Whitney. When I talked to Candy on the phone prior to our checkout, she assured me that we would receive monetary credits for the inconvenience and safety concerns, which I was very happy to hear. However, I have not been able to get in touch with Candy, Whitney, or anyone else at iTrip since BEFORE we checked out. I have called every number and emailed every address I could find. I want this resolved.

  Business Response

  Date: 03/28/2023

  We sincerely apologize for the inconvenience during your stay. There was a breakdown in communication within our team regarding your compensation, but I have contacted you site you booked with and approved a $200 credit and 15% off a future reservation. 

• Initial Complaint

  Date:03/10/2023

  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 recently booked Commodore 1301 in Panama City, Florida. Due to unforeseen medical issues I needed to cancel my reservation. I was not refunded my money and the company did not answer my question. Everything was online and the customer service was terrible. This was inexcusable. I now see why the online reviews for this company are so bad.

  Business Response

  Date: 03/10/2023

  This guest booked within 30 days of his arrival date. He signed the rental agreement which stated that his reservation was NON-REFUNDABLE within 30 days of arrival. He agreed to these terms. During the booking process before he paid and agreed to these terms, it is suggested he add travel insurance in case something like a medical issue happens. He clicked the decline button. We ask a second time before paying is he sure about travel insurance and he again said no. After booking and signing the rental agreement about the booking being NON-REFUNDABLE we sent him an email saying we suggest he purchase it along with the cost and options. He didn’t add it. In regards to the company being all online, he spoke to 3 employees. Myself, Jennifer and Amber who all told him the same thing. The reservation is not refundable. He was then going to give the reservation to someone else, which was fine but I told him he needed to be aware that he was still responsible for what happened in the unit and the person staying had to be 25. We at the rental management company are contractually required to pay the condo owners 30 days prior to arrival. That is why we have our cancellation policy. We apologize he got two very serious and rare illnesses at once, but he agreed to a contract. 

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: 19579163
  
  
  
  I am rejecting this response because they have missed the point and misrepresented what happened. They never spoke with me and communicated only electronically and did not respond to my request to transfer the reservation to another date and the people who were going to rent the unit were under 25. They just wanted to take money and scam people.  Very disrespectful and disreputable. 
  
  
  
  Sincerely,
  
  
  
  Kc *****

  Business Response

  Date: 03/13/2023

  According to the rental agreement you agreed to, the reservation is nonrefundable and nontransferable, which means it cannot be moved within 30 days of arrival, which means it cannot be rescheduled. Again, we are required to pay the unit owners within 30 days of arrival. You do not have a valid complaint regarding the company or our business practices. You signed an agreement, a contract to terms, and then you did not want to uphold them. You were offered insurance and you declined it. These are not complaints against our business. I understand your disappointment with getting sick and not being able to go on your vacation. The HOA requires occupants to be 25 or older, so I do apologize that you could not send another party due to their age. We kept your reservation intact and did not cancel it to rent to someone else to "make more money" as you claimed, in hopes you would be able to come. We hope you feel better soon.

  Customer Answer

  Date: 03/14/2023

  
  
  Complaint: 19579163
  
  
  
  I am rejecting this response because all the company is doing is hiding behind small print in a contract rather than actually caring about customer service. It is clear they have an online-only system designed to protect themselves and ignore what it takes to actually care about customers. I hope the money was worth it to them and that they feel really good about the fact that they trap people with their schemes. 
  
  
  
  Sincerely,
  
  
  
  Kc *****