Complaints

This profile includes complaints for Del Mar Vacations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Del Mar Vacations

  24 S Orleans Rd Orleans, MA 02653-2402

• 

  Del Mar Vacations

  162 Pleasant Street Cambridge, MA 02139

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:05/15/2025

  Type:Sales and Advertising 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 reservation with this company only to be greeted by a disgusting rental that had a urine soaked carpet and smell. Theyre refusing to refund me the money despite having not stayed there. Theyve refused to send me an email confirming a refund and continue to be rude and condescending more specifically ****, he even hung up on me. This kid needs some serious management regarding his professional skills or lack there of.

  Business Response

  Date: 05/27/2025

  I want to start by saying that I hear ******* frustration and Im truly sorry that her experience left her feeling this upset.
  
  I understand how disappointing it must have been to arrive and feel that the home did not meet expectations. While I did not find any signs of damage or odor prior to ******* stay, I take her concerns seriously and **** immediately offered several alternate homes for the night, as well as a full refund, which he confirmed would be processed within our standard 1014 business day timeline.
  
  **** is trained to calmly handle difficult situations and help the guest with the best possible solution at the time. Our intentions are always to be professional and helpful. **** tried to support ***** in real time, including addressing the safety concern she raised and offering multiple solutions.
  
  To clarify, ***** was not charged for the stay, and her refund is being processed in full by ******. ***** paid via ******, so all we can do is let ****** know to issue a full refund, and then we all have to wait for ****** to refund the guest. Ive also scheduled a full inspection of the property to ensure that any guest concerns past or future are thoroughly addressed.
  
  While this was a difficult situation, I know **** genuinely tried to help and wish the outcome had been better for *****. I hope she was able to enjoy her time on ******** despite this rocky start.
  
  Sincerely,
  Jacqui @ Del Mar

• Initial Complaint

  Date:11/05/2023

  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.

  Upon arriving at our rental house, rented through ****, we heard significant construction from directly next door. I contacted the **** home management company, Del Mar Vacations, after seeing/hearing all the deafening construction at the motel 20 feet or less away.There were rotary drills and hammers, electric saws, electric *******, pry bars, and nail guns in use ALL DAY LONG. Nothing was done to alleviate the tremendous noise problem. Even though the workers had started work the week before our arrival, the homeowner and Del Mar Vacations claimed ignorance.The work began at 7:30 a.m. and continued until dark (7:40 pm) throughout our stay. I called Del Mar Vacations on the second day, and *** offered us $100 for our "inconvenience." She suggested that we leave our vacation house and enjoy the beach instead. The third day, I called Del Mar again, and *** informed me they wouldn't be renting the home to anyone for the upcoming four weeks because the noise was unbearable. She said she could offer me another 100 dollars, suggesting that we leave the house for the day and "enjoy what the Cape had to offer." I then called **** to see if they could help. I explained the construction noise. The **** representative could not hear me on the phone and asked me to go somewhere quiet so we could continue the conversation. He offered us $120 of the $122 fee paid to rent through ****. He agreed that this was not up to the standards that **** sets. He took the house off of ****. He said he would call Del Mar Vacations and see what options we had, to either stay somewhere else or be refunded. He never called back. No one from ****************** came over or did anything to help. One of the members of our party could no longer live with the incessant noise and left early. We could not talk over the electric saws, nail guns, and other loud construction noises. We were only compensated $200 from the management company for an unlivable intolerable situation.

  Customer Answer

  Date: 11/16/2023

  I have not heard from the business in response to my complaint. I have spoken with the business and they only offered me $200 total, which is unacceptable for an unlivable property. 

  Business Response

  Date: 01/10/2024

  Dear ****,

  
  Thank you for reaching out in regards to your stay with Del Mar Vacations. I apologize as this was not the vacation you envisioned.  We do have a few variables in life that we cannot control and require us to pivot -one being noisy neighbors.  We acknowledge that your valued experience was not as anticipated, so we did offer you a partial refund on your stay.  I am sorry that this was part of your vacation, and appreciate your understanding.  We are eager to host you again and hope you enjoy a different experience here on the Cape.  Please feel free to contact us directly with any future bookings, ************.

   

  Thank you,

  Del Mar Vacations

  
  

• Initial Complaint

  Date:10/16/2023

  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 property for a 9/20/2023-9/25/2023 stay in ************, **. There were 4 members of our party, including one person with a disability who relies on a wheelchair/cane to navigate.Photos of the property chosen and the property's description on VRBO all appeared to accommodate this disability, however, upon arrival, this was not the case. There were several steps leading into the house from the outside which weren't shown in any photos; there were steep stairs leading upstairs, which is where the living space and the bathroom with a shower/tub combo were located (neither of which were described as up a set of stairs), and the downstairs restroom had a step leading up to the toilet.A member of my party fell three times in an hour because of the poor layout of the property that was not described in the listing. I've reached out to the company several times to request a refund for the nights we did not stay in the home, as after the first night I made a last-minute hotel reservation as it was physically unsafe for our full party to stay in the property. ******* has refused every request for a refund (on a $3,000+ booking), and only offered to cover the cost of our hotel booking (~$900). Emails to and from the management company appear to agree that photos and the description could be reviewed and edited for future bookings to be more clear, however, the company refuses to provide a partial refund. I offered to cover the one night we did stay in the house.

  Customer Answer

  Date: 10/27/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/10/2024

  Dear *****,

  
  Thank you for reaching out in regards to your stay with Del Mar Vacations.  I apologize your lodging was not as you thought the pictures portrayed; it is always a best practice to reach out to us directly with any pertinent questions and requests so we can work with you ahead of time to find a great home match when that is an option.  If you ever have questions about layout, locations and what certain homes offer, our ************* team is extremely knowledgeable regarding the ins and outs of all our homes.  When we learned this home was not a good fit and you had moved to a hotel, we did offer to refund you your hotel costs so you would not incur any extra charges during your vacation.  I apologize you had this experience, and we are here to help if you have any future questions. 

  Thank you,

  Del Mar Vacations

  
  

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I dont accept the business response as satisfactory to resolving my complaint. The business offered to cover the cost of our last-minute hotel, however, this charge was far less than what was charged by the business for their inaccurately-described service. 
  

  It should not fall on the customer to confirm every unique detail of the property when so much effort went into hiding the true nature of the property. Photos were taken that didnt display the reality of the layout, and there was no mention within any descriptions that prospective guests should reach out should they have a concern prior to booking. 
  

  the fact that it took three months for the property to respond to my complaint shows a lack of care/desire to resolve the situation. 
   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Grant

   

   

• Initial Complaint

  Date:12/25/2022

  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.

  I rented my home through Del Mar Vacations for the 2022 season but opted not to rent for the upcoming season. I asked ******* to transfer my **** account and they have refused. This is in breach of the contract I signed with them that does not state anywhere that they own the **** reviews. I have reached out to my direct contact and the *** several times to resolve this issue with no luck. Despite challenges this season, I would like to part on good terms with ******* and wish them well but they must honor the contract we signed.

  Business Response

  Date: 01/03/2023

  Dear ********,

  
  We are sorry to have lost you as a customer and are glad that we served you well through the rental season.  We understand though when homeowners want to use their house most of the peak season and only want to rent it for a few weeks that is typically not a great fit for our premium service. 

  
   As your personal client manager shared, anything that ******* created to market the property and anything that came as a result is the Companys property according to our contract. This includes photography, the **** listing (which we designed and paid for) and other marketing materials.  Since the **** customer reviews were submitted during your tenure with us and apply to our listing and our management of your property, these remain the Companys property.

  
  We appreciate your continued understanding and are happy to answer any other questions you may have.

  
  Thank you,
  Del Mar Vacations
  
  

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Again, ****** is in breach of its contract with me. There is absolutely nothing in writing that says I do not own my VRBO reviews. I would like those turned over asap.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 01/08/2023

  Dear ********,
  
  As previously stated, we paid for and own the **** listing and all associated marketing materials for every home we manage to include yours. More details on our marketing process can be found in section 19 of your contract.
  
  I apologize for the confusion here; please reach out if you have any further questions.
  
  Thank you,
  Del Mar Vacations