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:07/17/2024

  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.

  I was trying to give them the benefit of the doubt, but do not under any circumstances rent from ************************************. I booked through Expedia Travel as I usually do. I filtered the search for ocean view and pool. This condo at ********************************************************, Sc popped up. I didnt realize it was actually a VRBO until I had already booked. The property is really run down, some of the elevators are broken, the trash chutes are broken and everytime you need to take out trash you have to take it down 9 flights and outside to the dumpsters, we have no house keeping and very limited towels. The icing on the cake is we have NO HOT WATER and since we are through VRBO we are NOT ALLOWED TO USE THE ******** We called about the hot water as soon as we realized it about 5:00 pm when trying to take showers for dinner. The man at ****** said they would put in a work order and they would come fix it. I said how long it could take hours, days, etc. He said well it depends on how far away they are. I asked for a refund and I was told no. About an hour later before we leave for dinner we call back and they assure me again there is a work order in and it will be fixed. We leave for dinner, we get back at 11:00 tired and ready for showers. The hot water is still NOT FIXED! We call the managment company, ****** again to get some woman that says we were misinformed, no one is coming out. Its a resort issue. I said there is not way this entire resort has only cold water. She said thats not what Im saying and I said well thats a lie because there is a piece of wall cut out that you can tell theyve worked on before on the other side of the shower. I said so the condo owner is absolutely responsible for this warm water and shes like, well Ill call the resort and see if anyone else is having this issue. I said you just contradicted yourself. You dont even know if its a resort issue! She said well its a resort issue and there is nothing we can do.

  Business Response

  Date: 07/17/2024

  Hello. We apologize for any issues or concerns you are having during your stay. With that being said, this is a resort issue. If there is not an actual water heater, which you can see in your unit then we cannot and do not control the water. You are renting a privately owned unit within a resort. What this means is we can only manage and maintain the unit itself. Anything outside the unit doors is out of our control. We are not affiliated with, nor do we have any relations to the Sea Mist Resort aside from managing the privately owned units. We do not advertise access to the pools in any listing we monitor, and we also do not have any photos of the pool for this reason. Any changes to the resort or the grounds, would be out of our control. The hot water is run by the resort on a boiler system; however, I do see there is already a work order made to have maintenance come by your unit to find out if this is an isolated incident. 

• Initial Complaint

  Date:06/27/2024

  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.

  Booked one of their rooms at the ************* on Air bnb and was mislead by the amount of access we had. Posting stated that pools were included in stay then when we got there we found that there was no access to any of the amenities. These people are scamming middle class families into thinking theyre getting a good reservation. The people at hotel stated they do this all the time, falsely advertising their properties. On top of that we were greeted at the room by cockroaches and dirty beds. Again, this property management company is scamming people.

  Business Response

  Date: 06/27/2024

  Hello. I have reviewed this case top to bottom and have not found any accuracies in this claim. There was never anything reported during the stay about bugs or pest. There was also never any mention or report of anything to do with the beds. I was able to compare photos to the time-stamped photos from the cleaning department on the day of your arrival and confirmed the beds were clean and made fresh with no signs of what you attached here. The only report you did make during your stay was to ask for towels. We did send the cleaners out to the unit with more towels, and you did not answer the phone, door or Airbnb messages. It was later confirmed the cleaners made a second trip to your unit later in the day and you did receive those. You were also upset about the pools in your communications. I reviewed that thoroughly as well and found there are three separate areas in the Airbnb listing that note there are no pools or jacuzzi available. All three areas provide full transparency. There is also mention of the loss of pools in the check in instructions sent to you via email for a fourth acknowledgment of what to expect when you arrive. This Airbnb listing does not have any photos of pools either since we do not advertise them. Snips have been added here for reference to validate each thing I have mentioned. I think it is also important to note that you stayed the entire duration of the 3 nights you booked, did not report any of the claims here and already received a 30% refund of the nightly rate from Airbnb. Thank you. 

  Customer Answer

  Date: 06/27/2024

  
  

  Complaint: 21907523

  
  

  The roaches. I reached out to Airbnb about that matter directly. The only reason we stayed the entire duration is because we did not find evidence of roaches until the last night of our stay. I have video evidence from the morning we checked out of many roaches crawling in all parts of the room. Had we found the roaches sooner, we would have requested to stay somewhere else. We still slept in a room with roaches the entire stay, unknowingly. All of this has been date stamped with complaints to Airbnb. Airbnb states it is the hosts responsibility to keep the rooms clean and maintained. 

  Also, I have photos of the dirty mattress cover. These were pillow top beds that had been flipped to the wrong side. A normal mattress can be flipped, a pillow top cannot. 

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 06/28/2024

  Hello. We have already contacted pest control to come out and inspect/evaluate the claims. Preventative pest control is performed on a monthly basis, and we have not had any other complaints. Issues within the property need to be reported to the property host to receive an immediate resolution. Contacting Airbnb is an option but will not provide you with a timely solution. If we had been contacted, we could have addressed any concerns you had immediately, just as we did with providing you the towels you requested. As stated previously, Airbnb has already refunded you a portion they felt fit. There will not be any additional monetary issuances on this reservation. Thank you. 

• Initial Complaint

  Date:10/17/2023

  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.

  On October 13 2023 I requested to rent at Airbnb the Ocean 3BR Condo starting Jan 12 **** until Jan 31 **** I submitted my request and paid my deposit waiting for ************************************ to accept my offer. The request date and time was Oct 13 2023 at 10:16pm at 11:24 replied Good Morning, Good Morning, The price that you see on your side is Airbnb's generic pricing.We apologize for this inconvenience Pricing will be ready here in the next few weeks. We are currently working on getting all of our **** pricing completed prior to January. I'm sorry you feel the way you do but i can assure you it is not bait and switch. It is clearly the year 2023 at the this time.I'm disappointed that did not accept my request their failure to update their price sheets is either willfully negligent or misleading. The classic bait and switch

  Business Response

  Date: 10/18/2023

  Hello. I would like to apologize for your frustration with this situation. The property shows as available because we advertise it. However, you sent a request to book. A request to book can be declined for a number of reasons and pricing unfortunately can be one of those. We did message you and apologize for declining, while also letting you know we were currently working on the rates. With that being said, the rates have been completed and are cheaper than you had originally planned for. All we asked for was patience. We as the host, like to have more control over our bookings. We do not allow instant bookings due to reasons like this. It is more respectable to not allow a booking if there is a discrepancy than to approve it and then have to cancel and refund if the rates were not correct. In your case, the rates you wanted the property for were higher than what we are actually asking. Furthermore, the calendar is now open if you would like to book. Thank you. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20742108
  
  I am rejecting this response because: They claimed that I would get a better rate. When I tried to book again the dates are closed.

  If they offer new rate and open the dates required will accept there offer.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/20/2023

  Hello again. The dates requested are unavailable because a reservation has since been booked. We advertise on multiple platforms, therefore after opening the calendar when the rates were fixed it was open for booking as I previously mentioned. It has since been booked. We apologize for the inconvenience. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20742108
  
  I am rejecting this response because: They claimed that they would open the dates request date Jan 12 **** to Jan 31 ****, with new price point. They have failed to make new offer I will close this complaint when they make good with their offer. There hoping this goes away.

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

  Business Response

  Date: 10/25/2023

  Hi ******. The calendar is open. It has been since my last response. The rates are also cheaper than when you originally wanted to book, as also stated in my last response. Have a great day. 

• Initial Complaint

  Date:07/05/2023

  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 rented a room at the Boardwalk in Myrtle *********************** ** through Airbnb. Upon arrival, there was 3 bags of trash in the entry way, hair on the bathtub wall, mold around the tub, the bathroom floor was dirty and the carpet was dirty. I took pictures and sent them all to Coastline Beach through the Airbnb they claimed the floor was only wear and tear. I have pictures in which I sent to them and as of the next morning, the trash still remained. We could not leave since every place was booked so we had no choice. They say they would cleaners, but since we at dinner at the time and not there, I did not feel comfortable letting people while we were not there and our belongings were. I told them I did not want anyone unsupervised. I asked for a partial refund and was denied. This company is a joke,

  Business Response

  Date: 07/05/2023

  Hello. We are sorry you feel you had a bad experience. You reported trash in the hallway outside of the unit, but we provided you the time stamped photos from two separate departments (cleaners and inspectors) before your arrival showing there was no trash in that hallway when the cleaners cleaned and exited the unit. You then complained of other issues to which we offered to send someone on more than one occasion. You declined each time. If you report something, we do our very best to respond quickly and rectify the issues. If that effort is declined and we are not able to get in to rectify the concern it is unfair to say we were not helpful. We did try more than once to come to the unit and were denied. A refund can be considered if there are issues we are unable to fix once we evaluate or if there was no action taken on our part. Neither of those were the case for this situation. I apologize you were not happy with the outcome. 

• Initial Complaint

  Date:11/22/2022

  Type:Product 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.

  I rented through Air BNB however the owner was Coastline Beach. I stayed from 10/30 - 11/2 and received notification from Air BNB on 11/6 that I owe over $900 worth of damages. They explained several issues including stains on the carpet, a damaged wall, stains on the wall, a damaged drawer pull and a broken smoke detector. After contacting the realtor, they told me to deny the charge on Air BNB's website which I did. After providing pictures of the damages on Air BNB's website combined with a few other websites, Air BNB mentioned they will auto charge my card on 11/29. I contacted Coastline Beach, and they in turn requested I again contact Air BNB. I called Air BNB given they closed my case and didn't allow an appeal. They told me it's company policy not to provide info as to who is working on the case. This is all very strange to me after I provided evidence the damage existed before I checked in. I've spent over 8 hours dealing with this and they are still attempting to auto charge my card. Dealing with this company opens you up to potential liability that has been caused by a previous renter. This is a complaint against both Air BNB and Coastline Beach. Given the time spent on showing evidence they continually attempted to charge me for, I would like to request a full refund. Air BNB and Coastline Beach have pictures of the damages to the unit, plus they have pictures of the advertised unit showing the pre-existing damages. This has been a waste of time proving that I didn't create the damage, and I request a full reimbursement for my stay.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/23) */
  Hello ****,
  While we do understand your frustration. We were able to check all communication from you and our office. You did not report any issues or damages to us when you checked in. The only response from you was on 11/2/2022 stating that everything was very nice and clean. You did not report any issues to us as it states in your check in instructions that you received prior to checking in. It states that all issues must be reported to us within 24 hours to avoid charges. With this being said. When the cleaners arrived to the unit on 11/2/22, they reported that there were wall damage, stained carpet, broken drawer knob, and damaged smoke detector. You were charged a total of $965. When you called to dispute this charge, we simply told you if you do not agree to pay for the damages please declined the charge then we will involve Airbnb and they will investigate. They determined that the charges for legitimate. We understand you do not agree with those charges,but we do have to protect our homeowner from damages made by the guest. With this being said, as you were already made aware of this. We are unable to refund you any portion of your stay or the damages. We apologize for any inconvenience. But we are unable to override our policy and we cannot give out free stays when you stayed the entire duration of your stay. We hope you understand.
  
  
  Consumer Response /* (2000, 8, 2022/11/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/11/2022

  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.

  Rented a suite though this rental management company at Sea Mist resort 9/3-9-5 which had bed bugs. They were not visible upon arrival, however on the morning of 9/5 I woke up with welts on my arm. I stripped the bedding and found a live bed bug crawling on the sheets. I have immediately contacted the rental with a complaint asking for a refund. I was denied refund based on their own property inspection. I am enclosing all available documentation. I did seek medical treatment for my injuries and currently on steroidal treatment from my doctor . HIPAA release signed and you are welcome to review my progress notes from the visit on 9/6.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hi *****,
  While I do understand your frustration. We had a professional company do the inspection on the room after your report. The inspection came back negative, which we relayed to you multiple times. Im sorry, in situations like these we have to go by what the professional report states.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not acceptable business practices. I have provided photographs with the insect on your suite's bed sheets and my injuries and yet you claim your suite has been tested . All I know is I have proof that I sustained injury while in your rental. I will not accept an apology with a denial of an issue .
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  Hello *****,
  Again, we apologize for any inconvenience. We understand your frustration. But as previously stated we had our professional company come out to inspect the unit. The report did come back negative. We cannot go against what our pest control company says. With this being said no refunds will be warranted. We hope you understand.
  
  
  Consumer Response /* (2000, 11, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Unfortunately this business refuses to acknowledge that issue occurred on their premises siting their inspection as a rule.
  I will not pursue this issue as dealing with this business is clearly useless . I hope this accident does not happen to another consumer .