Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had serious issues with the house that I rented from AMI Locals through VRBO (Property #*******, VRBO reservation #********) in January 2025 called Infinite Views.The major issue that I had was a very loud electrical buzzing sound that would come and go in in the evening sometimes so loud it would wake us from a sound sleep or make it impossible fall asleep and keep us up all night. I emailed AMI Locals several times letting them know this was an issue. They never resolved it. I took several videos of the sound on my phone and sent it to AMI locals. Still nothing. I gave up on my miserable stay at and informed AMI Locals I'd be departing early. I never asked for a full refund just for a refund for the 14 nights that we weren't there. I paid over $47,000 for this rental. *** ultimately offered me a refund of $1,700 but only if I signed their confidentiality agreement preventing me from sharing any public reviews of my stay. I had to turn down the $1,700 refund merely to maintain my legal right to share my complaint (online review, outreach to ****, report to the BBB etc).We departed the rental early on 21-Feb, thus only used it for 16 nights. I'm seeking a refund of +/- $29,933? The house was uninhabitable, the owner/management didnt remedy the problem that made it uninhabitable (even after three or four written complaints) or offer a different property, and I didnt stay at the house for nearly half of the stay (which I notified AMI Locals about several days before my early departure).Videos of the buzzing sound are too large to upload here. Pictures of the neighboring houses are ALL on the same street as the rental and within 200 yards. Did the owner of have any obligation to disclose that the neighborhood (including restaurants/bars) was decimated by the hurricane and that sidewalks were damaged in places and dangerous to someone a bit older to walk at night (with no street lights)?

  Business response

  02/13/2025

  Thank you for the opportunity to address the raised concerns.
  
  We deeply regret that the guest stay at Infinite Views did not meet expectations and acknowledge the challenge experienced during the stay time at the property. Our team strives to ensure all guests have a comfortable and enjoyable stay, and we sincerely apologize for the inconvenience you encountered.
  
  Regarding the issue raised about the electrical buzzing noise, we take this matter seriously and responded promptly to communications. A technician was dispatched to the property in an attempt to identify the cause of the noise. However, the technician was unable to observe or diagnose the issue at the time of the visit, as the sound was not present. We understand how disturbing this must have been and appreciate that the shared videos of the sound. Unfortunately, as we were unable to replicate the issue on site, it remained unresolved during the stay. We have had three guest in place following this reservation, and no reports of the electrical noise. 
  
  In regards to the early departure, we fully understand dissatisfaction with the situation. However, as outlined in our terms and conditions, in the event of an early departure, our standard cancellation policy applies. This requires that the property be made available for re-booking in order to potentially refund any nights canceled.
  
  Our team did make an effort to offer compensation in the amount of $1,700.00 which was provided in good faith as we typically would not compensate for early departure.
  
  Regarding the neighborhood conditions, we acknowledge that some areas of the community may have been affected by recent events. While we work diligently to ensure that properties are represented accurately. In this instance, we regret that the condition of the surrounding area did not meet expectations.
  
  We value guest feedback and want to assure that we will continue to investigate potential ways to prevent similar issues from occurring in the future. the guest's experience is important to us, and we will take this opportunity to further review our processes for addressing guest concerns.
  
  Once again, we sincerely apologize for the discomfort and inconvenience you experienced. We remain committed to resolving any issues to the best of our ability and hope that this explanation provides clarity on the steps weve taken.

  Customer response

  02/13/2025

   
  Complaint: 22917194
  
  I am rejecting this response because the company that manages this house acknowledges that there were videos provided illustrating the electrical buzzing sound during our stay.  Regardless of whether or not they were able to find or replicate the buzzing sound...and regardless of what guests may have reported after our stay, it is not in dispute that there was persistent, loud, electrical buzzing in the evening in this house that made the house uninhabitable. The buzzing sounds were so bad that we had to vacate this house slightly more than half way through our stay (my wife and daughter were only able to stay in the house for two nights and then departed as it was that bad).  The company that manages this house has a D- rating with the BBB with 41 complaints.  I am not surprised that they are not willing to refund us accordingly - as they clearly do not provide good service to their guests. Offering a $1700 refund as "compensation" is not even the cost of one night at this house (we're seeking a refund for 14 nights - thus they're offering 1/14th of what we desire).  Also - AMI Local's requires guests to sign a legal confidentiality agreement in order to get their "compensation" - which denies the guest the right to post an honest review of the property online. That in itself is truly terrible customer service (and proves that online reviews for *** Local's properties are deliberately deceptive - as they don't adequately indicate an honest assessment of any property from AMI Local's).  Again - we're willing to pay for the *************************** this house and are only seeking a refund for the 14 nights that we did not stay at this house because the house rented to us - at the time we were there - was uninhabitable.  We retain our rights and are now also pursuing such rights with the State of Florida.
  
  Sincerely,
  
  ***** *********

  Business response

  02/13/2025

  Thank you for the opportunity to address the ongoing concerns regarding the guests stay at Infinite Views in January 2025.
   
  We deeply regret that the guest's experience at the property did not meet expectations. We fully acknowledge that the persistent electrical buzzing noise was a significant inconvenience during their stay, and we did not overlook the impact this had on their comfort. We understand the frustration caused by this disturbance, especially given the noise was reported to be disruptive enough to affect sleep patterns and daily enjoyment. While we worked diligently to address this issue, including sending a technician to the property, we were unable to replicate the sound at the time, despite the guests provided video evidence. We genuinely understand how upsetting this situation must have been.
   
  Regarding the compensation offered, we offered a compensation agreement of $1,700.00 in response to the early departure and the inconvenience caused by the noise. While the offered compensation may not fully align with the guests expectations, it reflects the company's standard practice under similar circumstances, particularly given the inability to reproduce the reported issue onsite. The compensation amount was offered as a recognition of the discomfort experienced, while also adhering to the cancellation terms outlined in the rental agreement, which stipulates that refunds for early departure are subject to rebooking of the property.
   
  We understand the guests position on the confidentiality agreement, and we want to clarify that this policy is in place to protect both parties in the event of a resolution. We believe this is a fair approach, allowing for a resolution while maintaining both the guests and the companys rights.
   
  We also regret that the guest felt the propertys surroundings did not meet expectations. While AMI Locals works to provide accurate information about each property and its location, we acknowledge that certain areas of the neighborhood may have been impacted by the recent hurricanes. We strive to keep all listings as up-to-date as possible and will take this feedback into account for future guest communications.
   
  In conclusion, AMI Locals has done our best to resolve the situation in accordance with our policies, while considering the guest's concerns. We remain committed to providing excellent service, and we take this feedback seriously as we continuously review and improve our guest experience processes.
   
  We hope this response provides clarity on the actions we have taken and the rationale behind the compensation offered. 

  Customer response

  02/13/2025

   
  Complaint: 22917194
  
  I am rejecting this response because it is unacceptable.  To acknowledge that the noise impacted sleep and enjoyment (it made sleep impossible, actually) and to acknowledge that there is video evidence of the noise (nullifying the comment that their technician was unable to find or replicate the sound - even though I made it very clear that the sound was only occurring in the evening) - AMI Local's is essentially admitting that there was a disturbing sound in the evening so bad that it made it impossible to sleep in the house (read: uninhabitable - because when one can't sleep in a house - night after night - they can no longer sleep in said house and have to leave it) and since AMI Local's offered the guest no other alternatives/solutions - the guest was left with no choice but to depart early and thus the request for a refund for the *********************************** the house.

  This $47,000/month house had a buzzing noise that made it impossible to sleep.  I honestly cannot believe that AMI Local's is arguing the request for a refund here.  We left the house - because WE HAD NO CHOICE.  We couldn't sleep there.  It was a luxury house and a very expensive rental that we had to leave because there was a loud, electrical buzzing sound in the evening.  Wow.  Unreal.  It's shocking actually that AMI Local's is even arguing this.  Honestly - the worst service ever.

  As mentioned - we are pursuing all of our legal options at this point - as this is just plain wrong.  Terrible customer service...and terrible business practices.  All around - disgraceful actually.

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

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a refund of my initial payment ($1368.12) for Coconut Cottage #3 at ******************, *******, from the booking company, AMI Locals located at ********************************************************************* According to the rental ******************* I should receive a refund of my payment, less a processing fee of $295, as long as I cancelled more than 60 prior to check-in. The check in date was 1/18/2025. My cancellation request was made on 10/3/2024, well in excess of the 60 day requirement. I have called AMI 3 times and requested the refund. All I get for an answer is they are refunding payments as quickly as they can. It has now been almost 2 months since my refund request was made on Oct 3, which I find unacceptable.

  Business response

  12/02/2024

  Hello,

  thank you for the chance to take a look and address this issue for the guest, as we had a high volume of refunds to process during the situation with back to back hurricanes it appears this fell through the cracks, we have notified our accounting team to have this issue addressed, they have confirmed the full refund minus the $295.00 Cancellation fee will be refunded via check promptly. We send our deepest apologies for the inconvenience this has caused the guest, as we strive to provide our guests with the best experience possible this situation has been noted for example to prevent future issues surrounding similar situations. 

  Kind regards,

  Customer response

  12/03/2024

   
  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,
  
  ******** ********

  Customer response

  12/11/2024

  After waiting 10 weeks, I still have received no refund from AMI. When I reviewed the BBB response of 12/3/24, I saw that *** confirmed the full refund minus the $295 cancellation fee WOULD BE REFUNDED BY CHECK PROMPTLY. I considered that response acceptable and closed the complaint. I should have waited. 10 weeks is not a prompt response. I still have no refund. When I call AMI all I get is weak excuses, like my request "fell through the cracks." Please call *** and encourage them to mail my legitimate refund check immediately..

  Business response

  12/12/2024

  Hello,
  
  Thank you for your patience and for allowing us the opportunity to address this concern. We sincerely apologize for the delays that have occurred regarding the refund.
  
  After reviewing the situation, we have confirmed that the refund request was processed. Unfortunately, due to a high volume of requests, this particular case was overlooked, which led to an extended processing time. However, we are happy to inform you that the refund, minus the $295 cancellation fee, has been issued via check. The check (in the amount of $1,073.12).
  
  We deeply regret the inconvenience this has caused and fully understand the frustration this delay has caused for the guest. We are taking additional steps to ensure that this situation does not repeat in the future and that all refund requests are handled promptly.
  
  We thank the guest again for their patience, and we are committed to resolving any remaining concerns promptly.

  Customer response

  12/12/2024

   
  Complaint: 22613871
  
  I am rejecting this response because:  After 10 weeks of numerous unproductive phone calls and emails, followed by BBB efforts for find a solution, I find ***'s excuse that my case was overlooked unacceptable.  I had numerous phone calls with the *** reservation team and was assured that I had followed the refund procedures properly and that they would process the refund.  But it still took over 10 weeks, and I have no assurance that a check for $1073.12 has actually been cut and mailed.  I will wait 10 days and see if the check arrives and can be cashed.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 4/24, a payment was made to AMI Locals for a Vrbo vacation rental on ************************** for 1/25 2/25. The amount paid was $7,151.21. The reservation agreement was that 94% of the deposit minus $634. service fee would be refunded if a cancellation was done before a certain time. The elected refund was 94% of $6,517.21,or $6,126.17. The amount refunded was $4.953.08. AMI Locals says that a booking fee was paid to **** who should repay the fee. I have never seen a booking fee mentioned and ****' website clearly states the payment amounts and refunds are between the host and renter. AMI Locals has not responded to my request for the expected refund. The total due from AMI Locals is $1,173.09 ($6,126.17 - $4,953.08).

  Business response

  11/07/2024

  
  Thank you for the opportunity to clarify and address the reported issues.  

  We truly regret any confusion or frustration this matter has caused, and wed like to provide a detailed explanation regarding your refund.

  
  As noted in your complaint, you made a reservation through **** for a vacation rental on ***************************

  We understand that your cancellation was made in accordance with the terms of the reservation agreement, which specifies that a refund may take place, minus a 6% fee, if the cancellation occurred within the allowed timeframe.

  
  We issued a refund of $4,953.08 to you, which reflects the amount due to you after the 6% cancellation fee applied to the total booking amount. This refund was processed as follows:
  $6,517.21 (94% of your deposit) was the refund due. 

  
  The remaining service fee, as per the terms of the agreement with VRBO, was withheld.

  
  The difference was refunded to your credit card, and a check was mailed for the balance due to the age of the transaction.

  
  It is important to note that the service fee you mentioned in your complaint is a separate charge that is applied by ****, the third-party platform through which you booked your reservation.

  Unfortunately, this service fee is outside of our control, and we do not charge or receive this fee.

  The guest will need to contact **** directly to inquire about the possibility of a refund for their service fee. **** typically issues refunds for this fee when a booking is canceled according to their policies, as we refunded you the amount owed, less the 6% cancellation fee.

  
  We understand this situation may be frustrating, and we want to assure you that we have fully refunded you the amount in accordance with the reservation terms. We recommend reaching out to ***** customer service for further assistance regarding the service fee. They should be able to provide clarity on their refund process.

  
  We appreciate the understanding and cooperation in this matter. Any further questions or need of assistance, please dont hesitate to reach out to us directly.

  Kind regards, 

  Customer response

  11/08/2024

   
  Complaint: 22518701
  
  I am rejecting this response because:

  The amount paid to AMI Locals was $6,517.21.  A separate service fee of $634.00  was paid to ****.  94% oof the *** fee is $6,126.21.  There is no other documented separate Vrbo ****** the host AMI Locals listing and AMI Locals has not provided me with the separate supposed Vrbo booking fee.
  Sincerely,
  
  ***** ******

  Business response

  11/08/2024

  Thank you for the opportunity to clarify.

  I have taken a deep look into this, as our company received the amount of $6,517.21 in payments, as the total amount for the reservation, if all payments would have been made is $26,068.84, after canceling, 6%($1,564.13) of that total was kept in regard to **** cancelation policy, I have pasted the **** terms and conditions that was electronically signed by the guest upon booking through ****. 

  "RENTAL TERMS & CONDITIONS
  AMI Locals strives to offer premium properties and customer service to our guests. These terms and
  conditions are intended to clearly communicate what we will provide, the rules of our properties, and the
  requirements we make of our guests. These all help us ensure our properties remain clean, safe, and fully
  functional so you, and the guests who follow you, will have an incredible vacation in one of our properties.
  It is very important that you read and understand this entire agreement. The person making the reservation
  must initial each page, initial the cancellation policy, and sign the terms and conditions. Payment of the
  deposit for the vacation rental indicates your acceptance of the terms and conditions, but the payment does
  not replace the signature requirement.
  NON-COMPLIANCE WITH THESE RULES CAN RESULT IN RENTAL TERMINATION
  WITHOUT A REFUND.
  DEFINITIONS: Throughout this agreement AMI Locals LLC, its owners and employees, affiliates, and the
  property owner are collectively referred to as AMI Locals or we. The person making this reservation is
  referred to as Guest or you.
  CANCELLATION POLICY: You may cancel your reservation up to 60 days prior to check-in for a
  full refund 1) less a 6% processing fee and 2) less 3rd party travel insurance fees, if applicable. After
  that time, or for reservations made on or less than 60 days in advance of check-in, your reservation is
  non-refundable.
  To cancel a reservation, notify AMI Locals Reservations as soon as possible. Initial notice by phone is
  acceptable, but follow-up in writing is required; email from the address associated with the reservation is
  acceptable as written notice.
  For canceled reservations with a check-in date more than 60 days away: We will refund all amounts paid
  1) less a 6% processing fee and 2) less third-party travel insurance, if applicable. The refund will be made to
  the original payment method. If we cannot issue the refund to the original payment method for a reason
  outside of our control (e.g., the credit card has been canceled), we will issue a check less an additional 3% fee
  to cover our credit card costs. The refund will be processed within ten business days of your notification to
  us.
  For canceled reservations with a check-in date equal to or less than 60 days away: We will place the
  property back on the market and attempt to re-rent it. If we can re-rent the property, we will refund all
  amounts paid 1) less a 6% processing fee and 2) less third-party travel insurance, if applicable, and 3) less
  any re-rent price deficiency. A price deficiency can result if, for example, we are unable to re-rent for the full
  time period or if the daily rental rate had to be discounted to fill the property. We do not make any
  representation or guarantee that we will be able to re-rent the property. The refund, if applicable, will be sent
  no more than 20 business days after the departure date of the originally planned stay.
  If Guest needs to shorten their stay or change to a different property, the normal cancellation policy applies.
  No changes are permitted during the stay.
  AMI Locals strongly recommends Guest purchase travel insurance prior to the stay to avoid costs from
  covered events, including some cancellations. Please contact AMI Locals Reservations if you are interested
  in adding travel insurance, offered by a third party, to your reservation. You may also secure your own
  independent travel insurance to cover your trip and stay. AMI Locals Reservations can share more
  information about travel insurance from our partner and the advantages of using them vs. one you find
  elsewhere.
  AMI Locals reserves the right to cancel any reservation subject to issuing a full refund.
  Please initial to acknowledge you understand the full cancellation policy above:
  
  NOISE ORDINANCE: All cities and counties have noise ordinances which are enforced by local law
  enforcement and code enforcement officers. All cities/counties in which we operate have very strict,
  zero tolerance, no warning noise ordinances. The specific rules and quiet hours which apply to the property
  will be outlined in the on-site property binder. It is the Guests responsibility to comply with the law, ensure
  all persons on the property comply with the law, and pay any fines assessed. Repeated noise complaints may
  result in the termination of this rental agreement without a refund.
  Some of our properties may have a monitoring device installed. The device measures decibel level only
  throughout the property and is 100% privacy compliant. If you have any questions, please ask.
  GUEST REQUIREMENTS: The Guest making the reservation must be present during the stay; sub-letting
  is not permitted. Guest must always abide by the maximum number of persons allowed, which varies by
  property, as published on our site. Public Events are not permitted without prior, written approval from ***
  Locals. The Guest is criminally and civilly/financially responsible for all conduct of all persons on the
  property, including but not limited to any type of issued violation such as traffic and parking tickets, noise
  complaints, and turtle ordinance violations.
  MINIMUM AGE: Guest must be a minimum age of 25 years old on the day of arrival unless specifically
  approved in advance in writing. You agree to provide us with proof of age upon request. All persons staying
  at the property under the minimum age must be accompanied by their parent or legal guardian for the entire
  duration of the rental, provided that Guest may provide to AMI Locals the express written consent from the
  parent or legal guardian for any person under 25 years old who is going to stay at the property who is not a
  child or **** of Guest. We reserve the right to reject or terminate reservations made under false pretenses.
  Violations of this policy will result in the loss of all payments and immediate removal from the property
  without a refund.
  ACTS OF GOD/HURRICANES/WEATHER/NATURE/PANDEMICS: AMI Locals cannot issue
  refunds, travel credits, nor guarantee alternative accommodations in the event of any Act of God, including
  but not limited to adverse weather, tornadoes, fire, lightning strikes, or red tide. We also cannot offer these for
  factors outside our control, including but not limited to beach, road, or beach access closures, nor for travel
  restrictions or closures due to COVID-19 or other public health issues. Refunds, travel credits, or alternative
  accommodations are not issued in the event of a mandatory or voluntary evacuation nor for a travel advisory.
  If a mandatory evacuation order is in effect for your rental property, all members of your party must vacate
  the property. We strongly advise you to purchase the appropriate travel insurance to protect your investment
  and to read the policy carefully to ensure it provides suitable coverage. If your travel insurance claim is
  denied, AMI Locals is not responsible for any refunds or travel credit.
  
  CONSTRUCTION: AMI Locals does not receive any notification of nearby construction projects, including
  new construction, exterior or interior renovations, and pool/landscaping installation. Work may stop and start
  unexpectedly on surrounding properties. AMI Locals shall not be held responsible for providing any type of
  advance notification, alternative accommodations, or financial compensation to Guest should construction
  negatively impact their stay.
  AMI Locals attempts to keep property descriptions and photos up to date on our website, but views are
  subject to change due to construction that may occur on surrounding properties.
  
  PAYMENT: 25% is due at the time of reservation. An additional 25% is due ninety days prior to the arrival
  date. The final 50% is due sixty days prior to the arrival date. We will automatically charge subsequent
  payments to the card provided at the time of reservation. If you want to use a different method for
  subsequent payments, please contact the AMI Locals Reservations team.
  The first $1,000 of any reservation must be made via credit or debit card. The remaining balance, if any, may
  be paid by credit card, debit card, or wire transfer. Wire transfer payments must be received in our account by
  each due date or the reservation may be canceled.
  If paying by credit or debit card for a reservation more than ninety (90) days in advance of arrival, a 25%
  deposit will be charged at the time of booking. Ninety (90) days prior to arrival, an additional 25% will be
  automatically charged to the card provided at the time of booking. The remaining fifty% (50) balance will be
  automatically charged to the card on file sixty (60) days prior to arrival. If you want us to use a different card
  for the second or final payment, you must let the AMI Locals Reservations team know prior to this date. Wire
  transfer final payments must be received no later than sixty (60) days prior to arrival. Failure to pay the
  balance by this date may result in the cancellation of your reservation without a refund.
  RATE CHANGES AND WEBSITE CONTENT: Published rates are subject to change without notice. The
  rate and rental listing information provided, though deemed accurate, is not guaranteed. It is subject to errors,
  omissions, change of price, or withdrawal without notice. Property furnishings and amenities are subject to
  change without notice.
  DISPUTES: Guest agrees to contact AMI Locals FIRST, during their stay, and within 48 hours if the issue
  regarding any dissatisfaction or dispute related to their stay. AMI Locals strives to offer premium customer
  service, and we would like the opportunity to correct the problem or otherwise make it right. In the event of a
  chargeback, Guest acknowledges that AMI Locals will provide phone voice recordings, email and text
  message archives, pre-arrival and post-departure inspection reports, which include photographs, to the credit
  card company and the courts as necessary to resolve any claims. Guest shall be responsible to AMI Locals for
  any and all costs incurred by AMI Locals in halting or reversing the chargeback unless such chargeback is
  upheld by the credit card company.
  
  FAILURE OF EQUIPMENT/CONDITION: In the event of equipment failure, Guest must notify AMI
  Locals as soon as possible and within 24 hours so repairs can be made. Guest expressly waives and
  relinquishes any rights or claims against AMI Locals for any damage that may result to Guest from lack of
  maintenance, cleanliness, repair, or defect for ordinary negligence. While we make every effort to limit Guest
  interruptions, unit maintenance may occur during your stay. In this case, our maintenance department may
  require access to the unit, with or without notice and with or without the presence of the Guest.
  DAMAGE: Guest is responsible for any damage to the property. AMI Locals reservations include a nonrefundable damage waiver, which covers accidental damage only, provided such damage is disclosed to the
  AMI Locals ************** team prior to check-out. The damage waiver does not cover intentional damage,
  theft, or excess cleaning required after the stay. It does not cover damage caused by a pet.
  Please document and report to the AMI Locals ************** team, any pre-existing damage to the property
  as soon as possible upon your arrival to avoid possible liability. Report any damage you cause as quickly as
  possible to the AMI Locals ************** team. The sooner we know about damage, the faster and more
  inexpensively we can repair it. Substantial damages may involve a loss of rental revenue as a result of the
  property being held off the market during repair or remediation; this loss of revenue is part of the total
  damages for which the Guest will be liable.
  Supplemental travel insurance, including a policy offered through AMI Locals, may offer increased coverage.
  Any loss or damages that are not covered by our accidental damage policy or a supplemental travel policy
  sold through AMI Locals, will be charged to the credit card on file. If you purchase your own travel
  insurance, it is your responsibility to pay damages and be reimbursed by your travel insurance company.
  ACCIDENTS, INJURY, OR LOSS: Guests shall indemnify, defend, and hold harmless AMI Locals and
  the owner(s) of the property from any and against all liabilities, claims, expenses, fees, loss of use of actions
  arising out of Guests or their guests use and occupancy of the premises or use of equipment located in or on
  the property. Guest assumes all responsibility for themselves and their guests. Guest understands and accepts
  that any equipment located in or on the property or supplied by AMI Locals is provided without any warranty
  about its condition or suitability.
  AMI Locals is not responsible for the loss of personal belongings of any kind.
  Guest Initials: {i:sR:____}
  ASSUMPTION OF RISK: Guest understands that as guests of the property, Guest may be injured or
  otherwise harmed or may cause injury or other harm to other persons or property associated with the Guests
  stay at the property. Guest understands that this is a residential property, and if there is a pool or spa/hot tub,
  the pool or spa/hot tub creates an inherently dangerous environment because of the potential for jumping,
  climbing, and swimming in the pool or spa/hot tub and possible drowning. Using other recreational items or
  features at the property, such as kayaks, rafts, rooftop decks, water access, paddleboards, bikes, and pool
  water features such as water slides or pool waterfalls, is inherently dangerous because of the potential for
  falling off, drowning, or otherwise. Guest hereby (i) ASSUMES ALL RISK for the use of the property and
  items supplied at or around the property and any harm, injury or loss that may occur to Guest or Guests
  property and (ii) RELEASES AMI Locals and the owner(s) of the property from all claims, liabilities, causes
  of action, and demands that arise in any way from any personal property damage, injury, death, loss or harm
  that occurs to Guest or any other person or to any property as a result of Guests use of any equipment at the
  property.
  INSURANCE: AMI Locals shall have the right to partner with a third-party insurance company whose
  services may include conducting a background check on a guest. You give permission to **************** to
  verify your identity and check criminal databases in order to confirm your reservation. Complete terms
  regarding Safelys guest verification can be found at ****************************. You may receive an email
  from ******************** to complete your screening. Failure to submit the required information to
  complete this screening may result in your reservations cancellation.
  ACCOMMODATION SUBSTITUTION: In unusual situations, your confirmed property may be
  unavailable during your reservation dates due to circumstances beyond our control, for example fire,
  hurricane, air conditioning malfunction, or sale of the property. AMI Locals reserves the right to substitute
  your accommodations. We cannot guarantee identical amenities, but we will make every effort to provide you
  with a comparable home and a pleasant vacation experience. AMI Locals is not liable for damages or
  inconvenience in this rare circumstance.
  ACCESS TO PROPERTY: AMI Locals makes every effort to give you privacy to enjoy your vacation.
  However, we have occasional mandatory requirements to access the property, such as insurance inspections,
  city inspections, or emergency repairs. AMI Locals will clearly communicate to you, via email, phone, and/or
  text, in advance if possible, and will attempt to schedule appointments at a convenient time for the Guests
  schedule. We reserve the right to access the property at all times, with or without prior notice and with or
  without Guests presence.
  PROPERTIES FOR SALE: In the rare event that the property is listed for sale, the property owner or real
  estate agents may need to show the property during a Guests stay. We will make every attempt to schedule
  the showing at a convenient time so as not to disturb your vacation. Guest agrees to allow the property to be
  shown.
  SMOKING: All AMI Locals Properties are SMOKE-FREE. You are not permitted to smoke inside the
  building, on balconies, patios, in the pool or spa, or within 30 feet of the property. Smoke smell remediation
  costs are substantial and will be charged to the Guest with a minimum fee of $500. These same prohibitions
  apply to e-cigarettes, vapes, and similar devices.
  
  FURNITURE AND ACCESSORIES: As part of our pre-arrival inspection process, AMI Locals inventories
  the propertys contents and photographs the condition of rooms, furniture, and equipment. Furniture is not to
  be removed from the property or relocated from room to room. Blankets and bath towels must remain in the
  property. Beach towels are provided, and they may be used for that purpose. Linens are inventoried, and
  Guest will be charged for any missing or damaged items.
  Any recreation equipment included with the property, which varies but may consist of folding beach chairs,
  kayaks, toys, bikes, and the like, may be taken to the beach and/or used by the Guest for their intended use. If
  lost, damaged, or stolen, the Guest will be charged the replacement value.
  SERVICE ANIMALS AND EMOTIONAL SUPPORT ANIMALS: AMI Locals will make reasonable
  accommodations for Service Animals in accordance with federal and Florida law. Requirements in the Pets
  section below do not apply. We ask that you strongly consider properties marked Dog Friendly on our site
  to accommodate the individual property owners who often stay in their properties and who may have animal
  allergies.
  Please notify us in advance, preferably in writing, of your intention to have a Service Animal in the property
  and to provide reliable information that reasonably supports that the person has a disability and the need for
  the particular support animal. Examples of pertinent information are described in ******, Fla. Stat. (2020).
  As a reminder, the statutes also provide criminal penalties for false representation in this matter. Service
  Animals must always remain with the guest and never be left unaccompanied at the property.
  Emotional support animals ***** are not exempted from our Pets policy and the same requirements and
  limitations apply.
  PETS: Dogs are allowed in homes marked Dog Friendly and subject to the following conditions:
  A supplemental cleaning fee of $250 per reservation, plus taxes, subject to change, must be paid by Guest.
  A maximum of two dogs are permitted per property with a maximum combined weight of 50 pounds.
  Dogs must be requested in advance and approved by AMI Locals, in writing, prior to the stay.
  No purebred or crossbred dog of any of the following breeds are permitted: Pit Bull Terrier, Staffordshire
  Terrier, Rottweiler, German Shepherd, Presa Canario, Chow ***** Doberman Pinscher, Akita, Wolf-hybrids,
  Mastiff, Cane Corso, **********, Alaskan Malamute, or Siberian Husky.
  No dog known to have bitten anyone where the injury required medical attention or where the Guest knows
  the dog to be potentially dangerous.
  Dogs may not enter the pool or spa. Dogs are not permitted on any furniture, including beds.
  All waste must be picked up and properly disposed on the property and in all other public and private places
  during the stay.
  Guest is responsible for any damage, medical expenses, and/or excess cleaning that occurs due to the pet. We
  can require that any animal not in compliance with these policies be removed from the home without refund.
  No other animals, including but not limited to cats, pigs, rodents, snakes, and birds, are permitted.
  
  NON-PET FRIENDLY RENTALS: Some of our properties are designated as non-pet friendly at the
  property owners request. Many times, this is due to owners severe allergies, asthma, or other medical
  conditions that could be affected by their presence, even after the fact. Please note that in some cases this may
  be a preference by the individual property owners, and while they may not allow outside pets, they may take
  their own pets to the home. Customers with severe pet allergy issues should be aware that a pet may have
  entered or resided on any of our properties.
  PARKING: Guests must follow the parking rules of each home, the homeowners association rules if
  applicable, and City or County ordinances. The number of parking spaces is advertised in the homes listing.
  Securing any additional parking is the guests responsibility. Parking of commercial vehicles, recreational
  vehicles, boats or marine vessels or equipment, trailers of any kind, or otherwise is prohibited without
  approval by AMI Locals, in writing, before your arrival date.
  POOL EQUIPMENT: Licensed and insured Pool Technicians maintain all pools and pool equipment. All
  guest-accessible features can be controlled using the pool remote that is usually located in the immediate pool
  patio area. Any other changes to the pool equipment, settings, controls, and valves are strictly prohibited as
  they may result in severe damage to the pool and/or spa. The guest shall be responsible for any service call
  and associated repairs. Most pool equipment areas are fenced and may be electronically monitored.
  KEYS: If keys are provided for your rental property during your stay, you are responsible for them. Guest
  will be charged $25 per key if the keys are not returned.
  GARBAGE DISPOSAL/TOILETS: Please do not put any item besides toilet paper in the toilet.
  Flushable wipes, paper towels, baby wipes, feminine products, and similar items are likely to clog the
  plumbing. Similarly, fibrous materials like celery, corn husks, and similar items will clog the garbage
  disposal. If we determine that these items are the reason for a plumbing issue, the Guest will be billed for all
  costs related to the service call and repair, including loss of use.
  TRASH AND RECYCLING: Trash and recycling should be deposited in the designated bins outside the
  property. Please check the on-site property binder for pick-up dates. It is important that bins remain in their
  designated locations to ensure pickup and compliance with city/county ordinances. To help preserve Floridas
  natural beauty, we strongly encourage you to recycle as much of your waste as possible by separating it from
  trash and depositing it into the marked recycling bins.
  SUPPLIES: AMI Locals provides preliminary supplies of toilet paper, paper towels, soaps, trash bags, and
  other small items for the guest. After these items are used, the guest is responsible for any additional needs
  for the duration of their stay.
  
  HOUSEKEEPING: Properties are cleaned and fresh towels and linens are provided at the start of each stay.
  We do not provide daily housekeeping or daily linen/towel service. Mid-stay cleans can be arranged for a fee.
  Contact Reservations for more information.
  MARKETING AND COMMUNICATIONS: You grant AMI Locals irrevocable permission to contact you
  with important information regarding this reservation. You also grant AMI Locals revocable permission to
  send marketing, promotional, and discount communications from AMI Locals and from our partners, to you
  before, during, and after this reservation.
  PHONE RECORDING: All phone conversations to or from AMI Locals phone numbers will be recorded
  for quality assurance. Guest consents to these recordings.
  FIREARMS: Absolutely no firearms of any kind are allowed on the property. Guest acknowledges that any
  firearm found or left on the property will be immediately reported to and removed by local law enforcement,
  not by AMI Locals.
  ILLEGAL ACTIVITY: Should the Guest or other occupants of the property use the property for any illegal
  or unlawful purpose, including, but not limited to, the possession, serving, or consumption of alcoholic
  beverages by persons less than *********************************************** criminal police action this
  agreement will be terminated immediately, Guest and all other occupants will be required to vacate the
  property immediately, and all monies paid will be forfeited.
  TERMINATION OF AGREEMENT: Failure to abide by the terms and conditions of AMI Locals, or
  Federal or Florida Law, could result in the termination of the rental agreement without refund.
  Each party to this agreement consents and submits to personal jurisdiction over the party by, and venue in, the
  courts of the State of ******* in and for **************, *******, regarding any legal action arising from or
  otherwise related to this Agreement. Any dispute arising between Guest and AMI Locals shall be brought
  exclusively in the state courts located in **************, ********
  Guest shall pay all reasonable attorney fees and all court costs and any expenses incurred by AMI Locals to
  enforce any provisions of this agreement, with or without legal proceedings, including, but not limited to,
  such fees, costs, and expenses incurred by AMI Locals for trial or appellate proceedings, mediation, or
  arbitration.
  The terms of this agreement serve forever as a release and assumption of risk by Guest and for Guests heirs,
  estate, executor, administrator, assignees, all members of Guests family, and any persons visiting or staying
  in the property during the stay.
  This agreement contains the entire agreement of the parties. It may only be changed in writing by both
  parties. Guest cannot assign or transfer this agreement.
  I HAVE READ AND UNDERSTAND THIS ENTIRE AGREEMENT, AND I AM AWARE THAT BY
  ACCEPTING THIS AGREEMENT, I MAY BE WAIVING CERTAIN LEGAL RIGHTS. I DO SO
  FREELY AND VOLUNTARILY AS PART OF THE RENTALAGREEMENT TERMS AND
  CONDITIONS WITHOUT ANY INDUCEMENT"

  Customer response

  11/13/2024

   
  Complaint: 22518701
  
  I am rejecting this response because: AMI Locals did not follow the cancellation policy in the material they submitted or in the original rental agreement.  It is stated in the **** cancellation policy in their response that if a reservation is cancelled greater than 60 days of arrival, a full refund is returned less a 6% processing fee.  6% of $6,517.21 is $392.03 which makes the refund $6,126.18.  Also, payment was done with a credit card and the incorrect refund was by a check against **** policy.
  Sincerely
  
  ***** ******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/21/2024 we entered into a contract with AMI Locals, LLC to rent a vacation property from March 1 to March 8, 2025, Reservation # ********. Our deposit to AMI Locals was $1032.25 and included no third-party travel insurance.On 10/24/2024 we confirmed cancellation of this reservation, and received a refund of $784.51. The cancellation policy per the AMI Locals Vacation Rental Terms and Conditions reads, For canceled reservations with a check-in date more than 60 days away: We will refund all amounts paid 1) less a 6% processing fee and 2) less third-party travel insurance, if applicable.Between our deposit ($1,032.25) and the refund ($784.51), AMI Locals withheld $247.74, which is 24% of the amount we paid. AMI Locals representatives maintain that the 6% processing fee applies to the full amount of the rental ($4,128.99). This is unfair and contradicts the terms of the rental agreement. The Terms and Conditions say We will refund all amounts paid 1) less a 6% processing fee. AMI Locals expended no services beyond the initial agreement, initial deposit, and cancellation that would warrant any additional fees being withheld.AMI Locals owes us the remaining difference in the refund. Initial deposit = $1,032.25 minus 6% ($61.94) = $970.31 refund per the Terms and Conditions.Subtracting the preliminary refund of $784.51 from the contractual refund $970.31 leaves a balance of $185.81 owed to us from AMI Locals.

  Business response

  11/03/2024

  Thank you for the opportunity to respond to the complaint regarding reservation #********.

  We value our guests and take their concerns seriously.The guest booked their vacation rental with us and canceled their reservation in accordance with our terms. Its important to clarify that the 6% cancellation fee mentioned is a fee imposed by ****, not by AMI Locals.

  This fee is calculated based on the total rental amount of $4,128.99, which is standard practice for reservations processed through VRBO.

  Heres a breakdown of the transaction:Total Rental Amount: $4,128.99 VRBO Cancellation Fee (6%): $247.74 Deposit Paid: $1,032.25 Refund Issued to Guest: $784.51 (Deposit minus VRBO fee).

  The refund amount of $784.51 is accurate and aligns with the cancellation policy communicated at the time of booking.

  The 6% fee deducted is not retained by AMI Locals, but is passed on to **** as part of their cancellation policy.

  The amount of $1,032.25, was all that was processed to our company, if by any means a higher amount was taken by ****, the guest will need to contact **** Support to retrieve the funds.

  We strive to provide clear communication regarding our policies, and we regret any misunderstanding that may have occurred. We appreciate the guests feedback and will continue to enhance our communication to prevent future confusion.

  Thank you for your understanding, and we hope this clarifies the situation.

  Customer response

  11/04/2024

   
  Complaint: 22481540
  
  I am rejecting this response because:  The AMI Locals claim that "The refund amount of $784.51 is accurate and aligns with the cancellation policy communicated at the time of booking." is false.  The Business needs to refund the remaining funds, or revise their contractual statement For canceled reservations with a check-in date more than 60 days away: We will refund all amounts paid 1) less a 6% processing fee and 2)less third-party travel insurance, if applicable.  

  The 6% processing fee that we were charged was based on the full amount of the rental, not the "amounts paid."

  I do not expect a response from BBB or AMI Locals, but I will never do business with them in the future.  As well, I will warn others of this unfair business practice.
  
  Sincerely,
  
  ***** *********

  Business response

  11/04/2024

  Thank you for your attention to this matter. We appreciate the opportunity to clarify the circumstances surrounding the cancellation of Reservation #******** with AMI Locals. 

  We believe the confusion here comes from the **** cancelation policy, as our terms and conditions and ****'s terms and conditions are separate, **** has a Strict 6% cancelation policy, in regard to their cancelation policy, the 6% is calculated from the total amount for the reservation not the amount paid before the time of cancelation, if further information regarding ****'s strict 6% cancelation policy, we advise the guest to reach out to **** support. 

  Kind regards. 

  Customer response

  11/04/2024

   
  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

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made reservations thru AMI Locals a year ago to return to beautiful AMI/****************** in the same house. Unfortunately due to the recent devastation from Hurricanes **************** the entire ************************** is still working its way to being safe and back to being how it was. A tourism moratorium was put in place for ****************** until 11/16 with a possibility of it being extended and they have a curfew for only owners after 9pm. AMI Locals refuses to acknowledge this, claims said place is safe, and will not honor any money back cancellations under an uncontrollable act of God. Theyre non responsive and are basically holding out paid for reservations hostage until *****. Note we are to arrive 11/23, less than 30 days from now, and have received zero confirmation and directed to wait until the week before (11/16). No one should be expected to plan a family vacation in 30 days much less a week.

  Business response

  10/25/2024

  Hello,

  
  We appreciate the opportunity to address the concerns raised by our guest regarding their reservation with AMI Locals. We understand that the recent hurricanes, ****** and ******, have impacted the ************************** area, at this time all reservations until the 15th of November have been canceled and we are accommodating essential workers to ensure a quick reset of the island. 

  Our records indicate that the guest made a reservation for arrival on November 23, 2024. As of now, we anticipate reopening our properties on November 16, 2024, in compliance with local guidelines. While we acknowledge the ongoing recovery efforts, our assessment is that the property will be safe for occupancy by the time of the guest's planned stay if by any means it will not be ready, we will provide additional options for comparable accommodations.

  Regarding our cancellation policy, we adhere to standard procedures, which state that reservations made for dates after November 16 will be subject to the cancellation terms outlined at the time of booking. If the guest decides not to move forward with the reservation for our property, we encourage the guest to refer to our cancellation policy for further details.

  We understand the guest's frustration about uncertainty in planning their vacation and are committed to providing clear communication as we approach their check-in date. Our team will continue to keep them updated and will confirm the status of their reservation as we get closer to November 16.

  We value our guests and strive to provide a positive experience, even in challenging circumstances. We are here to assist and answer any questions they may have.

  
  Thank you for your attention to this matter.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid 3 payments to AMI Locals. I cancelled my reservation in the allotted time but they refuse to refund our money. They refuse b/c they say they can't find the message i left for them. I left the message on 09/24/25. Interesting they lost the message right after hurricane ******. Based on their rating, not being accredited and all of the horrible reviews this behavior is nothing new for them. My wife ***** has been in contact with them over the last few weeks to check to see if the property is still available to rent but they can't tell her due to the damage on the island. We also checked with the local building department. They said that area of the island looks like a war zone and the beach is closed until further notice. We need a full refund.

  Business response

  10/23/2024

  Hello,

  thank you for the opportunity to look into this complaint and address their concerns, at this time, all reservation with our company have been cancelled up until November 15th, this gives us room to accommodate essential workers, we are not canceling for refunds for any reservations in place after the 15th of November as we are set to open doors back up on the 16th.

  I do see some note here from our reservations team, "Spoke to ***** and let him know we were not able to find a voicemail from the call he said he made on 9/24. He said that he had called from a business line in ************ and did not know the number. I looked through all of the 317 area code calls and there were none from him. I called him back to let him know this and to tell him that if he wants to cancel, it will be the standard cancellation policy. He said that there must have been a glitch in the system due to Hurricane ****** (which made landfall on 9/26). I explained that we have a record of the other calls made that day.I also asked why if he had cancelled that his wife had called a few times in the weeks after 9/24 "call" asking about the condition of the home. He said that he hadn't told her that he had cancelled the reservation.". 

  With this being said, since he is within sixty days of his reservation, the guest will need to cancel through our standard cancellation policy.  

  Customer response

  10/23/2024

   
  Complaint: 22455996
  
  I am rejecting this response because: Their phone system and message documentation is not my responsibility. I called and left a message on the 24th due to the hurricane headed to the area and I was concerned the island could be hit. It did. So i called to cancel the reservation and I expect a full refund. I will also be notifying the Florida Attorney General regarding AMI Locals and this situation. Now I understand why they have a 1 star rating, are not an Accredited BBB business and have 38 complaints in the last 36 months and 17 reviews (all negative).
  
  Sincerely,
  
  ***** ********

  Business response

  10/24/2024

  Thank you for the response and for providing additional context regarding your concerns.

  We sincerely apologize for any confusion and frustration you experienced during this time, especially considering the impact of Hurricane ****** and ******.

  We appreciate your efforts to reach out and understand the challenges that can arise during such events.

  Our reservations team has thoroughly reviewed your case, including our call logs from September 24th.

  Unfortunately, we were unable to locate a voicemail from that date, which may have contributed to the misunderstanding.
  As you mentioned, you are within sixty days of your reservation.

  Our standard cancellation policy applies, which outlines the procedures for cancellations and any applicable refunds. We understand that these policies can be disappointing, especially in light of extenuating circumstances, but we must adhere to them to maintain fairness to all guests.

  Thank you for your response and for providing additional context regarding your concerns.

  We sincerely apologize for any confusion and frustration you experienced during this time, especially considering the impact of Hurricane ****** and ******.

  
  We appreciate your efforts to reach out and understand the challenges that can arise during such events. Our reservations team has thoroughly reviewed your case, including our call logs from September 24th. Unfortunately, we were unable to locate a voicemail from that date, which may have contributed to the misunderstanding.

  
  As you mentioned, you are within sixty days of your reservation. Our standard cancellation policy applies, which outlines the procedures for cancellations and any applicable refunds. We understand that these policies can be disappointing, especially in light of extenuating circumstances, but we must adhere to them to maintain fairness to all guests.

  
  If theres anything further, we can assist you with or if the guest would like to discuss this matter in more detail, please do not hesitate to reach out directly to our reservations team. 
  

  Customer response

  10/24/2024

   
  Complaint: 22455996
  
  I am rejecting this response because: I cancelled my reservation more than 60 days from the date of the reservation and expect a full refund. I never said the hurricane caused a glitch. The hurricane didn't arrive until 11/26. I said you must have lost the message and or didn't document the cancellation. How convenient you can't find the message on a cancellation and are trying to keep over $17,000.00 and providing no services. This is why you are not an Accredited business, have a D- rating, 38 complaints in the last 36 month and 17 reviews nearly all negative. You have had problems in the past with the Attorney General for the same type of issues so we will be in contact with them as well. 

  I also spoke with reservation on 10/21 in the morning regarding the cancellation. She said to talk to *****. My wife and I spoke. I called back on 10/21 at 1:15ish and no one ever called us back. I suppose you lost that message as well and that's why no one called back.

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BAY VIEW BEAUTY :: This property has many issues, filthy Pool ,Appliances that are broken, not working. When we arrive, the pool was filthy with seaweed and sand. It appeared it hadnt been cleaned in months .The pool service needed to come out three times and its still dirty. I will add photos. The super expensive Thermidor freezer was not working, still not working.That was a big inconvenience, Especially when you have two and three-year-olds.All was reported as soon as we arrived to *** LOCAL .The *** LOCAL phone and text service is a joke. Im still waiting for the supervisor/manager to call me back to discuss the issues. I believe I should get a discount on the close to $2000.00 a day we are paying for this vacation rental . Never stay in this vacation rental, since it will ruin your vacation , like it did to us .

  Business response

  08/21/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience the guest experienced during their stay at our property. We take all guest concerns seriously and strive to provide the best possible service.
  
  Upon learning about the issues, we worked to resolve the situation promptly. We understand that these problems impacted the guest's stay, and as a gesture of goodwill, we have compensated the guest with $2,000 to address the inconvenience.
  
  We remain committed to improving our services and ensuring that future guests do not encounter similar issues. We appreciate the opportunity to address this concern and will continue to uphold our dedication to customer satisfaction.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reserved AMI Locals rental unit from August 4-6 2024. The governor of Fl issued a state of emergency due to tropical *********************. I reached out to AMI Locals several times in a plea to move my dates or cancel my reservation. They refused. Being that I did not want to throw away ****** dollars, I went on Aug 4th to the unit. Immediately upon arriving, the area began to flood badly and the water around the unit was rising quickly. The water breached the back door and the children became very frightened. The unit then lost power and I reached out to customer service to inquire about where the flashlights would be. I was told they do not provide flashlights. **************** was very dismissive and it was apparent they did not care about our safety. With the amount of water surrounding the unit, I decided we needed to evacuate immediately. We were in the unit for approximately 1 hour. I attempted to return to the unit the following day but both bridges to access the unit were closed and impassable. Contacted guest services multiple times to be told that they wont assist and basically dont care that I paid $******. Will not provide alternative days for a stay or even a partial refund.

  Business response

  08/08/2024

  We appreciate the communication and the opportunity to address the concerns raised during the recent stay at our vacation home. Our commitment to guest satisfaction is paramount, and we want to ensure a transparent resolution to the reported issues.

  Unfortunately, the recent storm impacted our island, as this was out of our hands, our reservations team is very transparent regarding the importance of travel insurance, as we are in peak hurricane season. I do not see that travel insurance was purchased for this guest's reservation, whit that being said we would not be able to accommodate a refund for the storm. 

  We do understand the importance of our guest safety, and completely understand the inconvenience with the recent storm impacting the guest's stay, our team has been in discussion regarding the guest's interrupted stay, and we have received approval to refund the pet fee on the reservation, this comes to the total of $280.00 that will be placed back into the account used to book the reservation. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a rental for vacation August 3-10, 2024. AMI Locals was the host of the property. We received an alert from the airline that travel may be impacted due to a tropical storm. After looking at multiple reports, I called and was told its Florida weather - you go inside, have a drink and then go back out - the sun is shining, I called several times throughout the day and was told there is no evacuation order. However, other reports were calling for threat to life and property. So we changed our travel plans. We continued to watch the news - EMS in ************** issued a voluntary evacuation, set up stations for residents, and weather reports continued to get more severe.Hurricane ***** hit - there was flooding, damage, roads were not passable. I reached out to request a refund under Force Majeure. The management team was rude, said that others arrived and enjoyed their rentals rain or shine, and they are not responsible. (There was no sun). I sent multiple screenshots of the warnings, and even shared videos of the flooding and damage, as well as reports of unsafe conditions in walking through flood waters. I would never rent from this company again. If we had listened to them diminish the risk, we would have put our family in danger, potentially damaging our rental car, and not being able to either access or leave the rental property.

  Business response

  08/08/2024

  We appreciate the communication and the opportunity to address the concerns raised during the recent stay at our vacation home. Our commitment to guest satisfaction is very important to us, and we want to ensure a transparent resolution to the issue. 
  
  Unfortunately, the recent storm impacted our island, this was out of our hands, as this reservation was booked through VRBO, I do see our reservations team was very transparent letting the guest know to reach out to VRBO to inquire about they're travel insurance, as we would be unable to refund. 
  
  We do understand the importance of our guest safety, and completely understand the inconvenience with the recent storm impacting the guest's stay. 

  Customer response

  08/09/2024

   
  Complaint: 22099145
  
  I am rejecting this response because: We have been in communication with VRBO, which has been trying to contact the host, and said this should fall under AMI locals responsibility. 

  Beyond the cost, it is unacceptable that agents downplayed and dismissed the risk of the storm, referring it to normal Florida weather.

  My husband and I both spoke to the office/management, and if we had taken their advice, we would have put our family in danger. Furthermore, we should not have been gaslighted and told that other people are making the most of it rain or shine, as if we werent coming because of a little rain.  

  I received a call from a maintenance worker who thought we were in the house and asked if someone could come and fix the air conditioner.  I asked him what the roads were like and if there was still flooding - he responded, well it is better than it has been -there is still flooding and some roads are closed.  

  We dont know if that rental house would have withstood the strong winds - as well as potential no A/C, flooding, and toilets not flushing (see below). EMS recommended evacuation. 

  On and around AMI, the storms impact was felt much of Aug. 4 and well into Aug. 5, as rain, wind, thunderclaps, lightning, tornado warnings, utility outages and flash flood alerts continued through that morning.

  About 9 a.m. Aug. 5, Manatee County reported widespread flooding associated with *****, which delivered ***** inches of rain over 24 hours.
  We are urging everyone to stay off the roads unless travel is absolutely necessary, county public safety director ********************* said Aug. 5 in a news release. We do not need disaster tourists.
  Island officials also sought to discourage disaster tourists.
  The city of *******************, for example, issued a notice Aug. 4 that the city was closed and extended the closure Aug. 5, limiting access to residents, renters and workers.
  Mayor *******************, via text, said the city was working to mitigate extensive flood damage but water was so deep in some areas it was unknown how many buildings took on water.
  In ******************, the police department asked people to stay off roads Aug. 4 and to go slow if they needed to travel. The city also encouraged people to limit flushing toilets, as several lift stations were not operating due to flooding.

  We are grateful that we made the decision not to fly to ***** and stay in the rental house in ******************/**************************.  

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

  Business response

  08/14/2024

  Thank you for reaching out regarding your recent reservation with us. We understand that the storm impacted your travel plans, and we regret any inconvenience this may have caused.
  
  As you booked your reservation through ****, we are unable to verify whether travel insurance was purchased at the time of booking. However, travel insurance is specifically designed to protect against unforeseen events like storms. If you did secure travel insurance, we recommend contacting VRBO directly for assistance with filing a claim, as they will have the necessary details to support you. I do not see that VRBO has reached out to our company at this time. 
  
  Unfortunately, as the property management company, we are unable to issue a refund for unused reservations due to weather-related events. Our policies are in place to ensure consistency and fairness to all our guests.
  
  We appreciate your understanding and are here to assist you with any further questions or concerns.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of stay - August 5, 2023 to August 12, 2023 Total Cost - $3,385.75 Nature of the dispute - a/c not working properly, floors were dirty, comforters were not clean, and the dryer quit working 2 days before we left and we had to pack wet clothes home. To resolve our frustration AMI Locals offered 5% discount on our next stay for the inconveniences. Reservation# ********

  Business response

  03/12/2024

  We appreciate the communication and the opportunity to address the concerns raised during the stay at our vacation home. Our commitment to guest satisfaction is paramount, and we want to ensure a transparent resolution to the reported issues.
  
  I was able to look into this stay, and I do not see that the housekeeping issues were reported to us here in guest relations, I do see the issue with the Dryer was reported, in regard to this, we offered the guest a wash, dry and fold service, for our team to come by and pick up the laundry and return it to the guest,  As the guest brought issues to our attention, our maintenance team was notified, and were out to the property to address the concerns raised. As we do ask that we have the chance to rectify these issues before moving forward to compensation, I do not see the issues with the floor and linens were reported during the stay. This 5% future stay discount was provided by our reservations team after the guest departed. I will be reaching out to this guest directly to discuss a resolution moving forward.
  
  feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

  Customer response

  03/25/2024

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

  The text messages are attached where AMI did respond so I am not sure why there is no record of our communication.

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

  Business response

  03/27/2024

  Hello, 

  We do appreciate the chance to rectify these issues, to prevent similar situations in the near future, I must reiterate, that we do have record of the washing machine being damaged and reported to us, in which we notified our maintenance team and offered the guest wash, dry and fold services through our housekeeping team in response to the damaged washing machine, as we do not have record of any housekeeping issues being reported during the stay, in regard to this, we do ask that we have a chance to rectify any issues during the stay, and we did not have a chance to rectify any issues regarding housekeeping during the guest's stay. 

  We do appreciate the guest's feedback as feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

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