Business ProfileforLuxury Coastal Vacations

My family visits Perdido Key atleast once a year for the last decade. Last week was our first time using Luxury Coastal Vacations for a rental. It will also be our last time using them. - On our 4th day, around 10pm, a man entered our condo (had code to our door) and was rather aggressive. He told us that he was the owner of the condo and we had to leave. We showed him our booking info and it became apparent that there was a booking issue with Luxury Coastal Vacations and him. - I tried calling their emergency after hours number (tried 5 times) and no one picked up. - After an hour of waiting, a guy called me back and told me to call customer service number the next day. - Had a difficult time sleeping that night (as having a large guy ENTER your condo while your kids are sleeping is quite scary). Second night I purchased door alarms. This helped a bit but was still not restful. - I called the customer service number the next day and was informed that there was a mixup and that the guy wouldn't be returning while we were there (although we did bump into him the next day at the beach). - I told them the whole story and that we didn't sleep well and it was very stressful (not what you want on vacation). I requested for two nights to be refunded. The lady (Shelia?) was nice and sounded like she'd take care of things. - I waited all day and never heard back from her. So I called back 45 min before closing. She never returned my call. The next day she called and said they'd give me $180 refunded for our trouble. - Their lack of security (doors didn't have an interior lock so only keypad works for lock) and computer system messed up... allowing a person to enter our condo and scare the crap out of my family and they only gave me $180. NOPE! This is the reason why I will NEVER use Luxury Coastal Vacations. I'll stick with Vacasa or one of the other many companies that will take care of their customers and have better security!

This was an unfortunate event that occurred during the guest's stay. The information above is only partially accurate. The owner of the condo misread his calendar and arrived at his condo one evening, and when he entered the unit, there was surprised by both parties. The guest and owner immediately called our company after hours. The owner was informed of the mistake, instructed not to return to the condo, and found other accommodations. The guest the following day was apologized to and informed of the owner's error by Sheela, a reservation manager. The guest was informed it was the owner of the unit and not a random man. The owner then approached the guest the next day on the beach, apologized for the interference to the vacation, and introduced himself as the condo owner. The guest was well aware this was the owner and not some random person that was allowed access to the unit and was aware they were not in any harm. The guest even told the owner it was okay and mistakes happen during a very cordial interaction on the beach. This situation was out of the control of our company, and for the inconvenience, and we quickly offered a free night's rent for the occurrence. The guest provided a falsified story that they bought an alarm, felt unsafe, and wanted the majority of the vacation refunded, or they would leave a bad review. This is another occurrence of a guest holding a company hostage for a review and not providing all the information. We hate this instance occurrenced, but we responded accordingly and provided a fair compensation amount to the guest.

I have no desire to waste time on this, so I'll just leave a few points.
- When the man entered our condo (we found out later he was the owner after about an hour when their after hours emergency number finally called us back), he WAS a "random man".
- Stating that we "falsified a story" about buying a door alarm is offensive to me. We did purchase a little door alarm (Here's a link to one like we purchased... https://www.amazon.com/dp/B000SKZM0A/ref=cm_sw_em_r_mt_dp_QA7K6T789QNDYR2F6VHG).
- I DID talk to the owner the next day at the beach and informed him it was ok and mistakes DO happen. Just because they do happen doesn't mean that mistakes shouldn't be "made right". We had a man enter our condo, the condo didn't have adequate locks that could look from the inside and present this from happening again (hence the alarm purchase). As such, we didn't sleep well the first night, and this affected two days of our vacation as a result. It was because of this that I requested 2 nights be refunded. I said if they wanted to refund more, that would be fine, BUT when I talked to the lady, I said that I felt refunding two nights (due to that amount of time being affected) was fair. She seemed fine with it originally.,.. then they waited until I checked out to inform me that it would only be one night... I can only assume that this was so we wouldn't do damage to the condo (they offer a $1000 protection thing)... I told them that I'd never use them again...

Also, having them post a 1 star review on our Vrbo account is just crazy. We did nothing wrong here. We were enjoying our time at the beach. A man entered our condo. It was increadly scary. We simply asked for two nights to be refunded. They only did one. I told them I'd make sure to let everyone know about their company... Now, here they are attempting to discredit me (stating I gave false information about the alarm). That's fine... I just hope everyone sees what kind of company this is and doesn't do business with them. We go every year to Perdido Beach as a family and there are a half dozen OTHER companies that do a better job and truly care for their customer. They pissed me off in how they handled it, so now I am doing my part to keep people from using them. That's all. Nothing false is stated. I will go elsewhere.