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:07/09/2025

  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.

  Had a 6 night stay had a five bedroom house but at checkin stated we were upgraded to 6 bedroom, that we didnt need. The air conditioning upstairs did not work correctly the entire stay. The hot tub and pool temperature was incorrect for 3/4 of our stay. We were on the phone or had maintenance at the rental house more than not the first four days. Was given a credit of $250 while there because of the pool issues. Now after over a week of being home they finaly approved a refund of just shy of $300. We spent over two grand on this house for a week of VACATION for it to be a plain headache!

  Business Response

  Date: 07/21/2025

  Hello, 

  Our ** repair team went out to investigate and reported no issues with the home and the ** worked great. Please refer to our records indicating this in the report. The guest was given a resort credit, comp checkout at 12pm and refunded $296.24. We sent out a team every time they called to address their issues. Please see the notes on the report as it says the guest was satisfied with what was done. Guest was shown the vents reading 58 degrees. Also, fans were delivered on two different occasions by our team. We will not be offering any additional compensation apart from what was already given to the guest as that was never discussed with them or offered by us.  

   

  Thank you,

  Rentyl Resorts

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23578549
  
  I am rejecting this response because:

  This information you are providing is false. There is/was an issue with the air as the vendor company you sent out to investigate spent 90 minutes at the home and found that the main valve in the vents to the bedroom would not stay open to actually push the air out the vents. Also, we were told to keep the doors closed for the rooms to stay cool but they never got cool. You say the air in the vents was 58 but you never tested the temperature of the actual rooms. They could not cool off because nothing was pushing that cold air OUT of the vents. 
  You are correct on the fact that you sent someone out every time, but it was never resolved so we had to continue to call. Every night when we would go to bed the upstairs was 78 degrees and it would take all night to get down to 71, even though the thermostat was set at 70. 
  Fans were delivered so we could survive with the air not circulating correctly. 
  You said we were satusfied, yes that is correct at that time. The last time we wanted someone to fix the air he found another issue that had not been addressed any other time maintenance was there. So in that moment, we were satisfied in hopes that it would correct the problem. The air conditioning upstairs was NEVER fixed to work properly despite what you believe. 
  In regards to the pool, on the evening of our fourth night out of six, the pool and hottub temperatures were both finally correct, so that was fixed.

  I am concerned with the $2,400 that we spent for this location in the amount of time we had to spend on the phone, with maintenance at the house, the air not working upstairs, and the pool heating issues all while on vacation. It was suppose to be a simple fun family trip that turned into an uncomfortable pain to have to deal with. For costing that much money we should have had a superb visit in this house, but unfortunately we did not and is a story to keep telling about this location and advising others not to visit there. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/22/2025

  Hi *****,

   

  We would like to discuss a resolution further with our internal team, please email us at ****************************************************************************************************. We hope to hear from you soon. 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23578549
  
  I am rejecting this response because:

  Nothing will be done with the internal team. Here is your chance to be a better company and treat your paying customers better! 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/26/2025

  Dear *****,

  
  Thank you again for taking the time to share your concerns. We understand how important a comfortable and seamless experience is.
  Our team addressed the issues you reported during your visit, and we responded as quickly as possible. As noted in the report we provided, several steps were taken to resolve the matter, and compensation was issued accordingly.
  At this time, we believe the resolution provided was fair and in line with the circumstances. Therefore, we will not be offering any additional compensation beyond what has already been extended.

  
  We appreciate your understanding,

  Rentyl Resorts

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  To whom it may concern within the corporation I'm deeply disappointed in my current experience while on property. It's my daughter's birthday trip,a special gift I'm giving her. We stayed here before for 6 nights and even did the chef experience. Amazing time,zero issues so we WERE excited to check in. Upon checking in it was smooth. We ordered food from Fins to the room,the food came and we were missing our ****** chicken salad. I had to drive to the restaurant and the delivery *** apologized she hadn't heard me. I was told I wouldnt be charged for the inconvenience to them doubling back and charging me. The microwave in the home was broken and they put a ***lacement on the counter. I overlooked this,and the super tiny couch. It was extremely small for my family and guest that were stopping by. I went to take a shower and the water literally took 5-7 minutes to get hot. That did it for me so I started investigating the house. The master tub was dated,the drain was peeling and rusted, the shower had mold around the bottom,the microwave had food particles, and the dishwasher was rusted. This experience really let me down,the staff even said this was not right. The main supervisor seemed annoyed like he had a lot going on. The new house I was switched too had no grill and no game room. This really put a damper on our trip,Encore this is not the way 1.4k for 4 nights to deal with all this with no offer of a partial credit etc is mind blowing. I have multiple images but can only post but so many. This isn't right even the place we moved too is better but look at the stained couch.

  Customer Answer

  Date: 01/21/2025

  We switched houses due to the previous issues. **********, however there was no game room,couch had stains all over it, and the jacuzzi had a broken switch that maintenance had to repair. I will say they did get us a grill since there wasn't one. The jacuzzi was an issue being that it stayed on all night due to the broken switch so the pool wouldn't heat up. 

  Business Response

  Date: 01/27/2025

  Thank you for sharing your feedback with us, and Im truly sorry to hear about the challenges youve encountered during your stay. We understand how important this trip was for you and your family, especially as a special birthday celebration for your daughter. I can imagine how frustrating it must have been to deal with the issues you described, especially after having had a great experience with us in the past.
  We sincerely apologize for the missing food, broken microwave, issues with the shower and tub, and the overall condition of the accommodations. These should not have been the expectations you had when booking, and I completely understand how these inconveniences impacted your stay.

   

  Kind regards,Encore Resort

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22835436
  
  I am rejecting this response because: I Appreciate the empathy directed towards the issues my family and I experienced during our stay. I'd like to request a partial refund,especially for the pool heat as it never properly worked at the second house. The *** to the jacuzzi was broken so the heat was centered on the jacuzzi which never shut off until I figured out a way to fix it. Maintenance then came by later that day to replace the ***. I spent about $1,400 for 4 nights and feel that a reasonable amount should be credited off my folio. It's not right.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/06/2025

  The company issued me a credit for the unused pool heat and compensated an additional $100 for the inconvenience from everything. I proposes it and would've liked it to have been initiated on their end however the effort means something to me. Thanks.

• Initial Complaint

  Date:09/03/2024

  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 decided to book here for a family vacation. The house was falling apart from the start. Front door lock didn't work when we arrived and pool was dirty. What really made this a horrible experience was the roof leaking from the 2nd floor into the 1st floor and the air conditioner not working. For the leak we noticed the sofa was getting wet on the 1st night and the following morning the baby slipped and fell and we saw the puddle of water that's when we realized there was a leak. I called it in and they sent someone to look at the leak they said to simply not use the bath tub. I asked if they could fix it we are going to be staying 5 days how do we not use the bath tub when we have babies that need to be bathed in the tub. The service was horrible the *** told me there was nothing to do. I called the office to complain and was told to wait 1 more day for it to dry and they would work on fixing it. Throughout the day it was hot in the house but we attributed it to it being a big house, but by 7pm the house still remained with a temp of 78 deg and while trying to put the kids to bed they would cry saying it was too hot. I called and after an hour a man showed up, he went around looking at the vents and it was discovered the ac was broken and there was no fix. At this point we were told to wait, but I called and was told that it could not be repaired, and we would be offered a different house. I went to see the new house which was across the street (we paid extra to stay near the water park and now were moved farther away) needless to say we took the house because we could not have our kids sleeping in the heat. What a horrible experience having to move babies and all our stuff throughout the night. After the move that night I reported that we had paid extra for gas to bbq and that needed to be moved from the original house. I reported the pool was dirty and the hot tub jets did not work. Needless to say nothing was ever fixed. Horrible customer service

  Business Response

  Date: 09/06/2024

  *******,
  
  Thank you for contacting us and taking a moment to share your thoughts with us. We have already generously compensated your party for the inconveniences described and are unable to provide anything further. We sincerely apologize if you disagree with our attempts to remedy your concerns, however, we kindly ask that our team be treated with respect at all times, regardless of circumstances. Guests who cannot abide by this request may be asked to leave. Your cooperation and understanding are greatly appreciated.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22231753
  
  I am rejecting this response because: I was in no way rude or disrespectful to anyone at any time. I voiced my concerns in an appropriate manner. It was a very frustrating experience. The new home also needed repairs that I called for every day for 3 days to ask for a follow up and incredibly every time I spoke to someone they said there was no note in the computer. Nonetheless, I understand the lack of professionalism from this company and will no longer be staying here.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2024

  *******,

  
  We sincerely apologize if the previous response we've given you, along with our previous effort to remedy your concerns, was not to your liking, however, we have a responsibility to professionally combat misinformation for prospective guests/owners who may be reading this. As we have stated before, and as we have attached, our team has already refunded the rate for two nights back to the card on file, in addition to resort credit, and will not be providing anything else. We understand your frustration, however, our decision is final and this case is closed. We wish you safe travels and the best of luck in your adventures elsewhere.

• Initial Complaint

  Date:05/01/2024

  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.

  We stayed at this resort in March, 2024 with another family. We arrived to a dirty house with a pool that wasn't filtering, sheets that didn't fit the beds and amenities that were promised missing. Additionally, the resort area was out of items daily and they were very short staffed. However, that isn't the bulk of my complaint. We were issued a credit for the pool heating and a small discount on our stay. They reserved the final payment on my credit card and then charged my friends card a higher amount that didn't include the discounts. Additionally, after multiple attempts to contact them, they are unresponsive. The staff on the phone will not connect you directly to anyone who can answer your questions. I think their billing practices are unclear and predatory. For instance, they didn't send a final invoice with charges (standard). When I asked for one, I got a list of completely undistinguishable expense.

  Business Response

  Date: 05/02/2024

  *******,

  We appreciate you contacting us and apologize for any inconveniences you may have come across during your stay. However, as stated in the folios attached, our team has fairly compensated you for said matters already and no fraudulent or excessive charges were made. The amount collected was reflective of incidentals incurred after resort credit, this is all outlined in the aforementioned folios. This is stated in our terms and conditions which you have agreed to upon check-in (see registration card attached). Thank you for your understanding.

• Initial Complaint

  Date:04/17/2024

  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.

  On April 15, 2024, at approximately 7:41pm, Encore Resorts at Reunion ***** Services Supervisor, ************************ *****************, emailed me stating that issues were found in the home, and they charged $150 plus tax ($170.25) for an alleged damaged chair, which was already damaged during the check-in/move-in of ****************** response to Mr. ****** email, I addressed my disagreement to the charges and shared with him that I did not authorize him or anyone else to place another transaction on my bank card. I attached photos that I had taken on the move-in day. The supervisor did not respond to my disagreement, nor did he attempt to correct this illegal behavior or practice. On April 17, 2024, at 10:42am, I spoke with *******, an Encore Resorts at Reunion employee, also expressing my disagreement of the unauthorized charges, asking to speak with someone from management to no avail. I asked why the charges ****** returned. He was also told that the chair was already damaged, and that housekeeping has the responsibility to report it to their superior before the house is rented out to anyone else. I asked ******* what the deposit was for, and he said it was for any damage caused by me or anything like that. He then said the security deposit hold was just in case they were not able to get through to my account, it worked. So, they would take it out of there, but the chair was a separate charge. He then said that the deposit of $1000.00 would be returned in 10 business days. The advertisement to care and help keep a safe and enjoyable vacation. This was not true for me and my family. My family and I have been inconvenienced on so many levels. For instance, some homes were without television program use by ********* the entire rental period of April 11, 2024 through April 14, 2024, and some homes were without hot water for washing and sanitizing. The only way they could sanitize was by boiling the water on the stove. This should also be a health violation. These are just some of the encounters experienced. As mentioned earlier, money was removed from my bank account by this companys representative. The only time there was an authorization to move money out of my account with this company was on April 11, 2024, for the deposit and nothing else. This seems to be a practice of this facility to create false scenarios in effort to con their customers out of more money.

  Business Response

  Date: 04/19/2024

  *****,
  
  Thank you for reaching out and expressing your concerns to us. We completely understand your frustration with the aforementioned fee, however, you have signed a contract agreeing to our resort's terms and conditions upon arrival stating that "any damage found will incur a(n additional charge) up to the full cost of repair and will be applied to the credit card provided upon check-in." After conducting a routine post-departure inspection of your home, we found unreported damages to have taken place with the furniture in your home (please see documents attached). Although we apologize in advance if you disagree with our response, the fee stands and is not up for discussion. We appreciate your understanding.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21589639
  
  I am rejecting this response because: an inspection reflects with attached photos that the chair was already damaged and house keeping has a duty to report any discrepancies before the unit is rented out. Furthermore, I did not authorize Encore to conduct a separate charge or transaction. Encore mentioned their policy but did not abide by it. In other words, they scammed my account for additional funds. Therefore, they breached their own contract.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/01/2023

  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 stayed with family at encore resort at reunion 300 falls Dr Kissimmee fl 34747 for 2 nights. I forgot and left my bag with all my personal belongings including over $3,000 inside that bag. I didn’t realize I left it behind thinking my husband had brought it out for me. When we called the person told us that someone had checked the property and there was nothing. We told them to check the cameras they stated that there are no cameras on the premises. Please help me get my bag back from the employee who discovered it.

  Business Response

  Date: 03/02/2023

  When the guest had called to inform our team that we no longer needed to search for the first reported missing item, a guest service agent had gone to the home as a routine departure inspection to ensure all doors and windows were properly locked, and search for anything that was potentially damaged in the home. While completing this departure inspection, the agent had not found anything that the guest had potentially left behind. The agent had also gone back to the home afterward on request by the guest, and again did not find any items left behind on any tables, doors, inside drawers, or inside closets. Regardless, our Terms and Conditions that was agreed upon and signed off by the guest state that “The Management Company is not responsible for any lost or stolen items” under the Risk of Loss/Insurance section. All guests are provided with a copy of the Terms and Conditions in their check-in packet and can also be found on our website at ********************************************

  Customer Answer

  Date: 03/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They should investigate the person who were there to check on the property. Of course he would say he didn’t see anything and pocket the bag including over $3000.00 cash. It’s not like we called next day to report the incident. It was only 30-45 mins after we left the premises and realized we left the bag behind. I know we signed the paper and very aware of the policy and all but people forget things. You’re trying to tell us your employees allow to keep and steal guests belongings once we’re out the door after checked out? With a well known and big company like you are You need to train your employees with honesty and integrity. You can’t just tell us “my guy said he didn’t see anything” then assuming there was nothing. What I forgotten in that room is my life my hard earned money. Pleaseeeee help me get it back from that employee who took it. I beg you.. 
  
  
  
  Sincerely,
  
  
  
  *** *** *****

  Business Response

  Date: 03/07/2023

  ***,
  
  Thank you for contacting us again. As we mentioned previously, we have thoroughly investigated this matter and looked through your home several times after your departure for your bag, It was not found by our team. If it was indeed located after you left our resort, we have strict policies in place to ensure any items that were recovered from guest homes are secured and promptly returned. We hope you will understand that per our terms and conditions, we are not legally responsible for any lost or stolen items.

• Initial Complaint

  Date:11/05/2022

  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.

  My family and I were planning on staying at Encore Resort, however, due to unforeseen issues we had to cancel our trip. I cancelled well within the cancellation timeframe and qualified for 100% of my refund. I was request led to complete and submit a sertify form which I completed and returned the same day (October 4). It is now over a month later and I am having to hound them for my money. I have called over 5 times only for customer service to say "a manager is walking down to accounting or a manager is sending a message now." I was promised a follow up from a man her and never received it! The follow up call to this escalation was also ended with "my manager is sending a message now." Why is management unable to speak to customers with escalations . My request is that my money is refunded immediately to my card on the sertify form, if not legal actions will be taken.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/16) */
  PER ACCOUNTING:
  
  This guest's refund has been processed and CC verification form has been received and attached on the reservation *****. As such, this case is closed on our end. If there are any further questions/concerns, please contact us directly. Thank you.

• Initial Complaint

  Date:09/30/2022

  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 rented ************ (10 bed, 11 bath house) on Sept 23-26, 2022. The pictures on *********'s website are absolute false and deceiving. We chose this house due to the size of pool, and the movie theater room. Upon arrival, there was a sign posted that the movie projector was broken. This was the ONLY reason we rented a $3000 house for 3 days! There was no fooseball table. The pool table had rips all over which made playing very hard. We started cooking for our 26 guests preheating both ovens to turn on and only the bottom unit worked. The maintenance guy who came said he knew this was an issue from past renters and apologized that there was nothing he could do. Do you know how long it took to cook for 26 people? Again, rented this house because of double ovens, two fridges and large table for all of us. The fact that the property owners Jeeves knew that the oven was broke, as well as, the movie projector is very deceiving and not alright! You can't charge premium fees for this property. THEN we get in the pool. It was disgusting! Mold/algae growing on the sides and steps. This pool was NOT cleaned before our arrival nor did it have chemicals. We live in Florida and have a pool. We have never had growth on our pool. If proper chemicals are in the pool and someone cleans the pool it wouldn't do this. The property manager said everyday someone would come clean it and they never did. Next we went to bed and was abruptly awakened by the sound of a house siren. I tried turning it off and called**** ****** again to report and complain. The lady told me she was sorry and that the office didn't open until 9am so nothing she could do. Finally, my husband turned it off. The next morning maintenance came by. He said he knew this was happening because it too happened to previous renters. THIS IS ABSOLUTELY UNEXCEPTABLE! Every morning at 6:15am the alarm sounded waking everyone up! Living room TV did not work either. We were offered $100???
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/08) */
  ********, we thank you for sharing your thoughts with us and are very sorry if our resort's efforts to compensate you failed to meet your high expectations. That said, there are several inaccuracies in the statements you have made that we wish to clear up. First off, neither*********** nor******* advertised a foosball table with any of our homes and it is thus not an amenity we offer. While our team promptly resolved the matters with the first oven and the alarm in your home, we do not have any record of other or repeated issues you allegedly reported, including that of your pool (which our team has determined to be clean during their thorough pre-arrival inspection). Granted, we were also notified of your TV and projector but were not given notice about it until the very end of your stay, thus giving******* very little, if any, time to remedy the situation. Had you brought said matters to our attention within an adequate timeframe (preferably at least two days prior to departure), we would have been more than happy to have them tended to in a timely manner.*******' offices are open from 7:00 AM to 10:00 PM, and managers are on duty after hours if any issues arise, so we aren't quite sure why you weren't able to contact them prior to filing a complaint with the Better Business Bureau. Lastly, we did not offer your party $100 as compensation, but $180. We apologize if this still isn't to your liking, but this was accepted by your booking agent with*********** and is the most we can do given what transpired. We hope this helps clear up any potential confusion and encourage you to contact us or******* directly if you have any further questions/concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  High expectations??? Once again you are lying and now calling me a liar. I am attaching a picture of the foosball table that is presented on top golf villas number 630 encore which is the house we rented. I will gladly provide more pictures of the issues that we had. I cannot possibly be lying about the number of times I called you guys when your company came out to our home which every time stated that the previous renters had the same issues. You continue to make up these excuses for your companies lack of response oint blame at the renters. Again you have numerous negative reviews and your excuses are all the same it all points playing back to the renter not on your company
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  We're sorry to hear our response may not have been to your preference, ********. Our resort has received acclaim from several of our guests and is rated Traveler's Choice on ***********, however, in the event we encounter upset guests like yourself, we do our best to address and/or resolve their concerns in a timely manner, given our team is adequately notified of them and treated respectfully. In regards to this specific complaint you've submitted, our resort and*********** have already provided your party with compensation for the inconveniences you've described (see attached) and are unable to provide any more. We appreciate your understanding and wish you the best ahead.
  
  
  Consumer Response /* (4200, 11, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What compensation? They talk about but we have still not received the $180 offered. Please send proof of receipt!
  
  
  Business Response /* (4000, 13, 2022/10/21) */
  We have attached the requested receipt from***********. Guest should seek clarification from*********** in regards to any monies due to them as******* does not have the authority to issue documentation on*********** behalf. Thank you.

• Initial Complaint

  Date:09/07/2022

  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.

  On August 15, 2022 my family and I checked into the property located at*******************. Upon checking in and opening the door the home was consumed of fumes, those fumes where from paint. The odor was strong and persistent. Most importantly, some of the walls and handrails were still wet. I immediately made contact with a manager by the name of Eric. I was extremely upset that a home that we rented as a vacation getaway did not give the feel of relaxation, but a feel of staying in a home that is under construction. Nonetheless, as children began walking up and down the stairwells, we had to remind them not to touch the rails, because paint ended up on some children's hands. Most importantly, the elder guests did not have support of the handrail while walking up and down the stairs. That was a huge inconvenience. Furthermore, Eric sent a Maintenace person over to the home to try to eliminate the smell. The Maintenace person sprayed Fabulous (a cleaning agent). That particular action did not help at all. Later, in the evening he offered us to move to another property. Therefore, I went to view the property; it also was a 11-bedroom property, but it did not offer the same number of beds as the currently property we were in. That property only had one single twin bed in several rooms instead of double beds like the property we were staying in. So, gathering all of our belongings and going to a property that could not sleep everyone was not a good option either. Eric then stated he would send someone over with a humidifier to try to help eliminate the smell the next day. Furthermore, no one ever showed or called that day, we still had to occupy a home that smelled like it was under construction during our vacation. On Wednesday, I called and spoke with a manager by the name of Sara who stated she would refund us on my credit card one night's stay. As of today, that has not happened, and they ignore my calls. My son also had an Asthma attack as well.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/09/14) */
  *****, we're just as saddened as you to hear your recent stay with us wasn't to your liking and that you may be encountering any billing issues. However, to clear up any potential confusion, since you requested your desired compensation to go towards a certain credit card, our team has attempted to inform you several times that your request would need to be escalated to our accounting team, and that it would take slightly longer than usual as a result. You have repeatedly acknowledged this and spoken to several members of our management team. As such, we are frankly unsure why you are claiming our team has repeatedly ignored you and why you have escalated this matter to the Better Business Bureau, even after we have informed you a multitude of times that this matter is being resolved. Nevertheless, we have attached our team's notes regarding this matter below, greatly appreciate your patience while our accounting team works to address this, and are happy to answer any other questions or concerns you might have.
  
  
  Guest Notes:
  09/07/22 - guest called to speak with manager informed they are working with accounting and will work with her.
  
  6:24 PM ms ***** called in and stated she will do a bbb claim if she does not receive her refund. I advised her that's its being escalated and explained everything to her. She stated she doesn't understand how she was speaking with A manager while on property and now she cant get a call back from a manager. She stated she is going to make a BBB claim. she also stated its been 3 weeks. I advised her it was already escalated and being dealt with by channel management manager and escalated to accounting. She was still upset.
  
  12:33PM - 8/26/22 - Guest called regarding the refund she was supposed to get.- Spoke with Channel Management & she stated it was escalated to accounting but she will be refunded. Guest was upset and asked to speak with Channel Management.- Transferred.
  
  8/16/22 - 12:05PM- Guest called requesting a grill, informing us they have a hot water issue- the water only gets warm, the downstairs master bedroom fan is missing the chain & the stools in the home bottom parts are broken.
  
  8/16/22 - Guest called in requesting for an iron & ironing board; not on in home; created w/o for hskp. Informed guest that it may not be delivered till after 930AM.
  
  8/15/22: Spoke with ms. ***** about her issue with the home and tried to relocate her to a different home but she did not want it due to the home not having as many beds as the current home. Told her we will try the following morning to get the pain smell out of her home with the ozone machine.
  
  8/15/22LM guest call for bowls and blankets w/o made
  
  
  8/15/22 8:48PM. Per GSA MOD and accounting made W.O. for gst to get a few blankets comped, 2 mixing bowls, & more pots and pans.
  
  8/15/22 8:20PM . Gst called to speak to GSA MOD and accounting. Radioed him to let him know.
  
  8/15/22 - gst called upset due to home smelling like paint. tried to radio, unavailable. left msg on teams. informed gst they were unavailable and she said she is going to FD"
  
  "9/8/22 - Received confirmation from Accounting that the refund has been processed. Guest should receive it in the next 5-10 business days.
  
  9/7/22 - Sent a follow up on 9/1 and 9/7 on teamwork refund form.
  
  8/29/22 - Followed up with accounting, still waiting to hear back.
  
  8/26/22 - Spoke with the guest to inform her that she will be receiving the refund, however this had to be escalated to our accounting team and I have already followed up with them. I informed her I would personally keep her updated once I hear back from accounting.
  
  8/23/22 - confirmed refund escalation is submitted, our team is unable to refund due to issuing refund to a different CC.