Complaints

This profile includes complaints for Tybee Vacation Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tybee Vacation Rentals

  1010 Highway 80 Tybee Island, GA 31328-9768

• 

  Tybee Vacation Rentals

  PO Box 402 Tybee Island, GA 31328-0402

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:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Really disappointing. Rental was not at all as advertised. - we washed clothes but the dryer didnt work. We waited all day and didnt hear anything from them. Finally called again but they didnt resolve. We were left with soaking wet laundry and items were ruined - cockroach - house was filthy, all our feet were covered in dirt after walking in the home -items were broken, from a fan to the dryer. Shower was falling apart and makes a screaming sound. -a number of the provided dishes were filthy

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 condo from this company (Tybee Vacation Rentals) via **** on 7/19/24. We rented it for 5 nights at a cost of $2114.79 from Tybee Vacation Rentals. Tropical storm ***** was going to be in that area the day before our check in and also on check in day. I called them and asked if possible could we either slide the days later and we would stay 5 nights still at same property, or could they give us credit for same property another time. They said NO. I didn't have insurance and my time was confirmed and still the same. Then on Aug 5 (Monday) the day we are supposed to check in, I didn't drive my family during a tropical storm to get there, so I was waiting to see if possible we could go Tues or Wed and have a few days. On that Monday Aug 5th, I NEVER received the text message they said I would get saying my room is ready and given keyless code. Then 6 hours later that night they canceled my reservation. I asked them to refund money. The are now saying they wont and will only give me credit. That is not on rental agreement that they can cancel at anytime and keep my money. And on their own email mesage (attached) they say, "DO not call us about property or go to it without receiving text message from us. I never got that text. They won't find it b/c it doesn't exist. So they blocked me from the room at check in and cancelled 6 hours later and are saying they won't give me back my money. This is theft and not legal. They are arguing I never told them I wasn't coming Monday. Their own policies say don't call them, wait for them to message me. Plus, check in is earliest time to get to room, no hotel or rental says you can't check in later.

• Initial Complaint

  Date:07/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  June 14th- June 19th, 2024
  
  ****** ***
  
  Unacceptable Conditions
  
  
  1. **Air Conditioning**: For the first three days of our rental period, we had no air conditioning, resulting in indoor temperatures reaching the 90s. The property management’s solution was to provide us with box fans, which was inadequate. They were very rude and inconsiderate in their responses and did not communicate or talk to us with respect.
  
  2. **Maintenance and Cleanliness**: Doorknobs were falling off, and the refrigerator was not working properly, due to the excessive heat in the house. Additionally, the pool was dirty, containing black flakes and white debris floating in it. After swimming in the pool, members of our party developed boils, and my son contracted a bacterial infection that his doctor indicated was probably due to the dirty pool, resulting in rashes all over his body.
  
  3. **Customer Service**: When we requested to be moved to another property due to these issues, Tybee Vacation Rentals offered a downgrade without any refund or compensation. Their handling of the situation was extremely unprofessional and unaccommodating.
  
  **Desired Resolution**:
  - A formal apology from Tybee Vacation Rentals for the poor service and condition of the property.
  - A refund for at least the first three days of our stay due to the lack of air conditioning and the associated inconvenience. That would be $2,122.86 for three days. We paid $4,245.72 for the whole stay.

  Business Response

  Date: 07/22/2024

  ****** Party, we at Tybee Vacation Rentals strive to provide exceptional guest services as well as quality vacation rentals. We are very sorry to hear that the A/C went out during your stay and absolutely understand your frustrations with the lack of A/C, as well as how this handled with our local team, your feedback is taken very seriously, and we are always looking for ways to improve. We will be processing a credit to your stay in the amount of $1181.61. We are refunding you 50% off the first three nights. Can you please confirm what credit card you would like this refunded on? We have 2 on file and want to make sure we can get this processed quickly. 

  Again, we are terribly sorry this was your experience with Tybee Vacation Rentals and look forward to regaining your trust in our team. 

  Thank you,

  -Your Tybee Team 

  Customer Answer

  Date: 07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** ******

  
  

  
  

  
  

   

  Customer Answer

  Date: 08/04/2024

  How do we move forward with this situation and the refund?

  Customer Answer

  Date: 08/05/2024

  Hello, I know we have came to a resolution on my claim with TYBEE Vacation rentals. I have not heard back from them or received anymore information on this. What should I do about this to move forward? 

  Customer Answer

  Date: 08/16/2024

  Hello, I’m still waiting on a response. Should I reach out to the vacation rental company? They haven’t sent the refund yet. 

• Initial Complaint

  Date:07/14/2023

  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.

  We stayed in ******** with Tybee Vacation Rentals to celebrate my Father-In-Laws birthday over the weekend of the 4th of July. The home we rented was a beautifully renovated Victorian era home. It was advertised as having 2 off street parking spots which was a huge reason we picked that property since we would have multiple cars. When we arrived the road behind the parking spots had been completely torn out and closed, making parking completely inaccessible. When I asked TVR for help with this I was told to “Just park on the street”. I told them that this was not a permanent solution because 1) There was already limited parking due to others parking on the street, especially with construction workers across the street taking up many of the spots and 2) street parking would be closed all together for street sweepers one of the nights we were there.
  
  Following the conversation I was not given any alternatives and their customer service line has completely ignored my messages since.
  
  We paid a premium of $1757 that I do not believe reflects the quality of the property or the quality of customer service - especially when $579 of that is host fees for a 3 night stay.

  Business Response

  Date: 07/24/2023

  The City of ******** temporarily closed the street access, the guest was given multiple options for free parking all within one minute or less from the unit. They did not incur any additional expenses for this temporary inconvenience and were given fair alternatives. 

  Customer Answer

  Date: 07/26/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The “alternate options” offered were unacceptable. Between Neighbors, Construction workers who were remodeling the home across the street, and City street sweeping operations the on street parking that was suggested was unavailable. We had 3 cars to park and were forced to park them at an almost 5 minutes walk down the street. This is not to mention that the alley and multiple streets were completely closed by police off due to a shooting that occurred on the 3rd of July.

  
  

  Regards,

  
  

  ******** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/27/2023

  Thank you for your time. Once again, we are sorry for the inconvenience. 

  Customer Answer

  Date: 07/28/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  It is much too late for a simple apology. I would have accepted that in the case that your customer support had been responsive and taken ownership of the issue while it was occurring. Instead you insulted me and offered empty solutions that I told you would not work. During the stay your company should have at a minimum offered to pay for a parking deck. This level of customer service does not match the $500 host service fee I paid you to stay at the property and I believe I should have a portion of that refunded to my account.

  
  

  Regards,

  
  

  ******** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 12 January 2023, we rented a condo from Tybee Vacation Rentals for the period of 19-23 February 2023.
  
  The price of stay was $1215.84 which included a frequent customer discount.
  
  Tybee Vacation Rentals advertised a that they:" care about the vacation experience of our guests and the level of service we offer to our homeowners, which is why we employ the best team members to manage, clean, and maintain our properties to the highest standard. Excellent housekeeping and linen standards have always been a top priority. We will provide you with a nicely furnished, well maintained, and clean property."
  
  Our dispute is that the condo had numerous health and safety and maintenance issues as detailed in our attached correspondence.
  
  Tybee Vacation Rentals has indicated (see attachment) that they would make a note on our account to apply the best possible discount on any future stay. Having already qualified for 10% frequent guest discount, this is not acceptable.

  Customer Answer

  Date: 05/23/2023

  Attached please find an attached file which contains our correspondence with Tybee Vacation Rentals to resolve this issue..

  Thank you,

  *** ********

   

  Business Response

  Date: 05/26/2023

  We responded to the guests letter when he initially sent it in. At no point during the guests stay did they report having any issues at all. We also send a survey via text message the morning following the guests check in date to make sure everything was ok with their stay. The guest did not reach out via the survey either. It was not until they got home that we received this letter. This guest has stayed with us before so they were familiar with the linens and towels that we provide during their stay. It seems like this property was not comfortable for them, that does not warrant a full refund. We are sorry that they did not enjoy their stay, we hope they do come back to Tybee and I did offer a discount on a future stay. 

  Customer Answer

  Date: 06/01/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: Tybee Island Vacation Rentals had ample opportunity to prepare this property for occupancy prior to our arrival as stated in our original correspondence.  We know that the property was vacant for numerous days prior to our arrival as we had contemplated added a day to the beginning of our stay and their website indicated the unit was vacant for numerous days prior to our arrival.  It is unrealistic of Tybee Island Vacation Rentals to suggest that it is fault of the quest for not calling for each issue that arose, when in fact these issues should have been noted and resolved prior to our arrival which would be in line with their advertised policies.  I do not recall receiving any text message the morning after our arrival, however, to ask for adequate towels is one thing, but to additionally ask for a plumber (toilet), maintenance man (bed, door frame), housekeeping (floor and patio doors) would have wrecked the stay even more by each interruption to resolve each issue.  This does not even include the delivery of the stove, which they knew was not in working order when we booked the property.  Tybee Island Vacation Rentals unrealistic thought process that the onus is on the client to ensure that the property is ready for occupancy rather than on them is wrong.  Their response up to this point seems to be laying the blame on the renter rather than assuming the fact that their policies have failed.  Their offer of an unknown discount, or any discount on future stays is unrealistic and unacceptable since we have already been told we receive the best possible deal as a returning quest.

  
  

  Regards,

  
  

  ****** ********