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:06/27/2025

  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.

  * Day of services 8/17/24-8/24/24 *$2712.39 total paid * business committed to a home for vacation that was unable to be used upon arrival * Upon arrival was notified house was not rentable due to maintenance issues. They attempted to put us in several other homes that were not acceptable due to our circumstances. And then put us in an unsafe home with issues the entire week.* I attempted to resolve with management company, but they would not meet my request of a refund.* Called or actually went to the office every day sometimes a couple times a day with issues. Can provide a list of email dates and issues if needed.-home we were reassigned to was filthy and pictures. They sent housekeeping and housekeeping informed us that that was deep house cleaning. This was surface dirt. daughter had bites on her within hours of arrival pest control said there mustve been sand bugs in the ****. They did check for bedbugs. Microwave broke while we were there did not get one for almost 24 hours later even after reporting it could not use the garbage . A foul smell was coming from the sink drain and dishwasher. cockroaches were found. Staff were in the house while we were on the beach. My husband walked in with my special-needs son, ********** him walking in the room to find the staff. He actually asked if we were notified he was coming and then said I guess not. owner showed up twice to the property without us having any knowledge. Back door broke several times locking me outside late at night. We were told the owner was too cheap tofix it. He was notified several times about the issue by maintenance. I requested a move and my request went unanswered due to our circumstances with ourspecial-needs son we needed a house that wood meat our check offs. Back deck was a danger boards were lifting, causing trips and falls. Doors leaked upstairs, causing me to fall in a puddle when it rained. Attempted to change paperwork to make it look like we canceled the first house.

  

  Business Response

  Date: 07/02/2025

  Oak Island Accommodations communicated with this guest during their stay in August of 2024, helping in every way possible with the issues they endured. The General Manager at the time also attempted to call Mrs. ****** but ended up leaving a message. The last communication we had with her was via an email which is below. We never heard back from her until 9/30/24 when she executed a charge back on her credit card. The credit card company declined her dispute and we were notified less than a week ago, (June 2025!) hence the complaint filed to the BBB.  Our offer still stands should Mrs. ****** agree to refunding our earnings from her reservation bringing a total of $282.46.  Sincerely, ******* Bullock 
  

  Via email to the guest on 8/23/24 with the following:

  Good Morning *****,

  Thank you for the feedback. I want to begin by saying that I apologize for all the issues you have experienced with the home along with frustration of ************ is always unfortunate when things transpire, whether within our control or not, that has a negative impact on guests. I will say this though, we care about our guests! We engage great measures toward keeping the rental homes in good order and training staff on sound customer service principles. It is my responsibility that our employees are treating our customers with the proper levels of care and professionalism. I will take ongoing measures to ensure this. Engaging research, I see where the owner of ******* **** (the home you originally reserved) emailed our organization late in the week to inform us that the home would not be available for the upcoming rental due to construction at the home. We were not previously aware of this. Within several hours of notice, we sent an email to you on Friday 8/16 and then followed up with a phone call which included leaving a message. As you can imagine, this really throws things into a time is of the essence capacity with regards to identifying comparable properties, contacting the separate homeowners, being sure the available homes are ready for check in etc. It also puts you in an uncomfortable position with the fact that you didnt get the home you spent much time deciding on to now making a decision on an alternative, etc. When you got settled into ******, you experienced issues that ideally would not exist. I understand that whether multiple problems are happenstance or otherwise, they are still an inconvenience and frustrating. Our role is to correct these inconveniences in a timely manner, which appears that we did. Thank you for your transparency and I will respectfully offer you the same. To stay in the home and receive a refund/reversal of your rent isnt an option. We can speak with the owner of ****** to discuss the topic being that the rental money belongs to them, not to us. Additionally, I will provide a refund to you of our earnings from the reservation. I want you to know that you are a valued customer, and I hope that we can comes to terms and resolve this amicably.Thank you for your time and attention and I hope you have a blessed Friday.

  Sincerely,**** ********** General Manager Oak Island Accommodations NCRE License *********

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23528252
  
  I am rejecting this response because: the house we originally booked was not made available to us. We were given a minimum amount of replacement houses to choose from. I believe it was 4 and all were below the cost of original home booked and did not meet our check offs. I inquired about 2 that were still on their website and I was declined both of those. Both of those wouldve met all of our needs. Original, house was chosen with all our needs to accommodate our special needs son. Preparation with our son took place since original house was booked for trip. This alone alter our vacation. The amount of safety and health concerns were daily. Some issues were not addressed in a timely or complete fashion. We were inconvenienced several times with maintenance, owner showing up and intruded on while in home. Due to all the circumstances, we spent the majority of the time either outside the home on the beach or in the town. I was not contacted by management until the very last day or the day before at 3 PM. I did not receive the message until after hours. Our entire vacation was ruined by all of these circumstances with the home provided. The amount of stress that myself and my family endured during this time let it to be not a vacation at all. The amount is less than 10% and unacceptable. I did attempt to put it through my credit card company as a claim and unfortunately, if you stayed on the premises, no matter what the circumstances were their policy is they will not take the case. Just for clarification purposes. I informed the company right from the beginning that I was not going to pay that I was going to put the claimant so they were fully aware of this. I did not get what I booked or anticipated as a vacation that is why I am proceeding. I do have more emails that I did not send in the original email if needed. I Did reach out on several platforms on social media about the situation and I am in a pretty large population with issues regarding this company.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/10/2025

  Thank you again for your feedback. As stated before, we do apologize for the issues you experienced with Oak Island Accommodations (OIA). To be clear, there was no intent to ruin your vacation or inconvenience you and your family in any way. We were simply trying to help you through an unfortunate situation.  *** was informed one day prior to your arrival that the home Windward **** was not going to be available to occupy due to maintenance issues. Our office contacted you immediately via phone that ended with voicemail and then followed up by email with a list of properties to choose from. In this email, we also offered you a full refund if you chose not to stay at all.
  
  In response to the maintenance issues identified - all the homes we manage are owned individually and they each have their own maintenance programs/vendors such as pest control, HVAC, and general maintenance. Each time you called and reported an issue, *** accepted your call, assigned our team to it and responded as soon as possible. Our notes on your reservation show that we communicated with you every day during your stay.Each time you called and/or emailed, we responded professionally and in a timely manner. Oak Island Accommodations takes these complaints seriously. As weve investigated this from start to finish, the staff exhausted all options,solutions, and went above and beyond even in the later evening hours to help.  We apologize again for the issues you experienced and wish you all the best.  Oak Island Accommodations has also provided a more detailed response via written letter along with reference materials to the individual who provided this complaint.
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23528252
  
  I am rejecting this response because:

  of all the health and safety issues that occurred during this week time. The inconvenience and distress it put on myself in my family. Communication was not always responded to or in a timely fashion. I requested on the first day to be changed to a different house and was denied. I was not giving a list of options. I was giving 3 to 4 options after requesting it when only given a single option upon speaking with your representative. Communication with management did not occur until the day before leaving. I requested management information via email and was denied that information.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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.

  Please see attached document for full summary of events.Home had mold on the ceiling of one of the bedrooms when we checked in, not safely habitable for our family. This caused an entire night and day of our vacation to be in make shift sleeping arrangements with our three month old, as well as a day of going back and forth trying to get other accommodations with Oak Island Accommodations. No other reasonable locations were offered for us to stay without paying significantly more money. We also had about $100 worth of clothing damaged by rust stains caused by the washing machine in the residence. We paid $3556.43 for our 7 night stay, we are seeking a $608 refund ($508 is the value of one night's stay, plus $100 for our clothing that was damaged)

  

  Business Response

  Date: 10/18/2023

  Oak Island Accommodations takes dignity in providing guests with an enjoyable vacation. On rare occasions, we do not fully reach our goal of complete satisfaction. It is apparent that is the case here and we are sincerely apologetic. Nevertheless, we will refund **************** his requested amount of $608.00 to either his credit card or a check mailed to him. A representative from Oak Island Accommodations will contact him to make those arrangements. We believe this should be a satisfactory agreement with this guest.

  Customer Answer

  Date: 10/19/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair 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.

  We rented the Oak Island Diamond from 7/1/23-7/8/23.We checked in and the home was not cleaned by the cleaners. Not only was this home not clean, but we discovered 4 nights in that the sheets were not changed from prior guests. I know this because the person that collects the sheets came to drop new linens and was confused that the bag with clean linens was still in the box with the welcome bag they leave for guests (bag with paper towels etc). I sent a message the night we checked in telling them how gross the home was in terms of not being clean but it was around 5pm and I cleaned the home myself before we unpacked anything.During the stay we discovered a ton of dirty/unsanitary things in the home. I have attached pictures of some. I called housekeeping when we discovered sheets might not be clean, to ask them if they make the beds since our beds were made and was told no 2 x by different people. I also reached out a few times to get new sheets and let them know how gross this was and got a response that our $100 cleaning fee would be refunded and an additional $200. We spent close to $5,000 to rent this home. The condition of the home and the lack of response from the property manager are beyond ridiculous. For a business that rents out homes to customers coming to vacation I am appalled by the lack of concern or response for a customer that has spent almost $5k on a vacation and discovers a home in the condition we did. I received a response from ***** that said the beds were made by housekeeping even though they said they don't make beds & have only sent conflicting info.Please see attached pics of the home, molded shower curtains, discarded cigarettes, pieces of flooring coming up, vents above the beds that leaked. The ceiling pieces were falling onto the bed. Never has anyone addressed any of these concerns. I am requesting compensation for the lack of sanitary conditions because for $5k this is not the standard we expected for a family vacation.

  

  Business Response

  Date: 08/02/2023

  Oak Island Accommodations takes dignity in providing guests with an enjoyable vacation. On rare occasions, we do not fully reach our goal of complete satisfaction. It is apparent that is the case here and we are sincerely apologetic. Nevertheless, we continued to move forward and have reached a satisfactory agreement with the guest.

  Customer Answer

  Date: 08/02/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair 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.

  We rented a vacation house (Sweet Sunshine) 7/1 thru 7/8. There are safety/fire/building code issues reported to *** Island Accomodations which remain unresolved. We chose this house because it has elevator and we have 3 senior citizens in our family. The elevator was out of service when we arrived, maitnenance was able to get it woring twice but eventually it got stuck between floors and could not be repaired. This greatlly impacted our vacation. Other issues: electical outlet cover plates in kitchen are broken exposing *******************, security fence around the pool has broken vertical bars (tied in place with DENTAL FLOSS) which allows children/pets to acces the pool unsupervised. TVs didnt work, hot/cold water in king suite are reversed, towel rod not attached to wall no place to hang wet towels. Oak Island Accomodations has yet to respond to us on these issues. The rent was $10K - we expected a nice house (as advertised) and got a crappy one.

  

  Business Response

  Date: 07/19/2023

  It is disheartening to realize that a guest has experienced such issues and for that, we are extremely apologetic. In the interim, the issues have been addressed. Due to the problems experienced, we were able to reach an agreement that is satisfactory to the guest. 

  Customer Answer

  Date: 07/25/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2023

  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.

  We are currently renting a home through Oak Island Accommodations at ****************, Oak Island, NC from Saturday July ****th, We were told we could not check in until 4pm or after because they needed time to clean it. Since we got here we have had nothing but problems which has required their maintenance teams to be here for the last 3 days. Our keyless entry for the upstairs door has not worked since we checked in, we have been locked outside our place numerous times including one time at 10pm. It is also prevented us from leaving to enjoy our vacation because the door won't lock so we are not comfortable leaving the house with all our belongings and an unlocked door. The house was also filthy upon arrival, comforters have stains on them that appear to be blood, floors have white dog hair, surfaces in all rooms have dust and sand on them requiring them to be cleaned before we could put our clothes away. Coffee machine was old and so filthy the glass was a dark brown on the pot itself. The toaster oven had left over shrimp, cheese and grease that was so thick we had to take it apart to put the removable pieces in the dishwasher and scrub the inside so we could use it. Downstairs if you use the toaster oven while the coffee maker is it blows a fuse. The outside lights that are under the deck do not work so at night it is pitch black which caused my grandson to stub his toe badly our first night here. The outdoor hose in which you can wash your feet off before you come into the house had a huge hole in it so we could not use it. The listing stated we would have a gas grill it only had a charcoal grill. Some of our pillows have blood stains on them. The air vent upstairs on the ceiling is so filthy with dust it is a dark brown color and the filter inside is black. All of which I have included in the pictures. Since we have arrived here all of us have sore throats and are coughing, it is because of the unclear air we are forced to breathe and the amount of dust and dander inside the house. They have replaced the coffee maker, hose and brought us a gas grill, however they refuse to clean the main air vent in the home. They sent a cleaning woman last evening to replace the moldy shower curtain and she looked up at the vent and said that is gross I am not touching it. This is not a relaxing peaceful vacation as we have to had multiple workers here trying to rectify these problems which are not new to this house. We paid $6106.16 for this week and expected a fully functioning CLEAN, non moldy with clean air to breathe home. They have never once apologized for all these issues and just expect us to stay home while they make the necessary repairs on this dump. This house was purchased in 2022 according to ****** and it appears they "updated" it however the electrician who came out here yesterday said they way the electric work was done was not safe and very peace meal which is why lights aren't working and breakers are tripping when they toaster is being used. He also stated that the owner of this place would spend $1000.00 trying to prove something didn't need to be fixed before he would agree to fix it.

  

  Business Response

  Date: 07/13/2023

  Oak Island Accommodations takes great measures to ensure that all guests arrive to a vacation rental that is fully ready for them to enjoy. That said, it is unfortunate that this was not the situation and issues were encountered. Because of that, we are deeply apologetic for the inconveniences.We have confirmed that the items you experienced have been addressed and that the outside lights under the deck are working properly, the hv/ac intake has been cleaned and the filter replaced. Thank you for your feedback and our genuine hope is that this does not deter you from choosing our organization for a future vacation.

• Initial Complaint

  Date:03/30/2023

  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 made a reservation through this organization for April 7 - April 12. I paid them $1,500.00 and took out insurance in case I had to cancel. My brother became ill and my sister and I (in addition to my brother) were not able to keep the reservation. I have spoken with Oak Island Accommodations and the insurance company. Neither will work with me or refund any on my money. If I pay for insurance to cover cancellations, it should not matter what the reason is. They are not willing to make another reservation unless I pay them an additional $800 + . The insurance company will not "consider" a refund of any kind unless I provide them with a letter from my brothers physician (which is ridiculous) ....they also have specific reasons "only" for paying claims. Neither I, or anyone else would read 100 pages of fine print prior to signing. This is just a ploy to take people's money for whatever reason they deem appropriate. I have a call into my attorney to discuss this. Why can people everywhere not just do the "right" thing. I will never, ever use Oak Island Accommodations again and I will also discourage anyone I know to do the same. I

  

  Business Response

  Date: 04/03/2023

  To begin, Oak Island Accommodations is truly sympathetic to the situation experienced within the family. Travel insurance was offered and purchased by the guest. A fundamental step in the filing of an insurance claim is the offering of proof of the reason for cancellation. Any claim cannot be considered by the travel insurance provider without evidence to substantiate such claim. Therefore, it is suggested that the request by the travel insurance provider be met. Once the requirements are fulfilled, the claim will be reviewed by the insurance provider in order to make a determination. Oak Island Accommodations' goal is to always help guests when in need and in this case, the proper steps are required by the guest in order to move forward with the insurance claim. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19870151
  
  I am rejecting this response because:

  Please see attached documents (2).
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/07/2023

  In the interim, I am pleased to inform you that our staff was able to re-rent the home through two new reservations. Unfortunately, these new rentals did not include the night of 4/9/23 as there was a one-night difference between the two. This in turn will provide you with a refund of 4 of 5 nights in which we expedited the refund as of today. The document you provided did not address the reason for cancellation, therefore if you procure that, we will be happy to turn that into the insurance company as we did in this case. Currently, you will not be refunded the one night, the cancellation fee and the cost of travel insurance as agreed upon in the guest terms and conditions.