Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented Villa ********* in **********, ** through Roelens Vacation Rentals on 01/27/25. According to the description provided on Roelens website and the documentation in the home binder we were promised amenities including a heated pool, ****, a wash machine, and a clean facility from our arrival date of 01/29/25 to 02/05/25. We signed a comprehensive 13-page contract and fully upheld our obligations. We expected Roelens to have the rental home ready for immediate use at the specified check-in time of 4:00pm on the day of our arrival. ******** *******, Guest Happiness Specialist, confirmed via text that the home was properly prepared. However, upon arrival we found that the pool was not heated to the promised 88F, the **** unit was inoperable, the wash machine was unusable due to mold and unsanitary conditions, the refrigerator was not set at a safe temp and there were other numerous cleanliness issues throughout the property. We promptly addressed these issues with ********, but were told that no action could be taken until the homeowner and property manager were contacted. ******** walked us through resetting the pool temp but did not address the water pressure; she also called to troubleshoot the ****. Both issues needed a technician to be resolved. According to their contract, ******** did not require our permission to come and address the pool issue herself. A pool tech adjusted the pool 4 days after our arrival, and an **** tech replaced the inoperable thermostat the following morning. Consequently, we were unable to use the pool and **** for 4.5 days. The wash machine issue remained unresolved. ******** attributed the unclean conditions to their hiring practices of employing people from the ***********. We requested a refund and were offered $200 for one night's stay, which we declined as it was unreasonable for the 4.5 days without access to the pool (a primary reason for choosing this home for our 50th anniversary), ****, wash machine, and other issues.

  Business response

  02/10/2025

  After contacting the owner of the property, they are not willing to offer compensation. However, we are still offering a $200 compensation as a gesture of goodwill. While we understand that this may not fully reflect your expectations, we hope it demonstrates our sincere intent to acknowledge the disruption you faced.

  Customer response

  02/10/2025

   
  Complaint: 22919761
  
  We must respectfully decline Roelens offer of $200. As outlined in our complaint, this amount does not adequately compensate for the loss of services promised over four days. We paid for specific products that were not delivered as described and expected.
  According to the description on Roelens website, Villa ********* includes a beautiful electric heated pool with waterfall available for our entire seven-day stay, rather than just three days. The primary reason we selected Villa Boa Vista was for the use of the heated pool. Furthermore, we endured four days without heat during a cold spell in **********, which even prompted the HVAC technician to acknowledge he had turned on his own heat. In addition, we were not able to use the wash machine as we had planned due to the unsanitary conditions which was never addressed.
  We are not requesting a full refund; rather, we are seeking a fair and reasonable refund for 4.5 days. Proper preparation of the home prior to our arrival would have prevented these issues.
  
  Sincerely,
  
  ***** and **** *****

  Business response

  02/13/2025

  Again, the $200 is what I can do. Now that matter is closed for us, please contact our customer service to claim your refund.

  Customer response

  02/21/2025

   
  Complaint: 22919761
  
  We are again respectfully declining your offer as we feel the amount of $200 does not adequately compensate for the loss of services promised over 4.5 days.  We paid for specific products that were not delivered as described and expected.  Proper preparation of the home prior to our arrival would have prevented these issues. 
  We are not requesting a full refund; rather, we are seeking a fair and reasonable refund of $900 for 4.5 days based on Roelens daily calculations.
  We filed a dispute with our credit card company.  We also filed a complaint with the Florida ************************, the ************************, and the Florida ********************** and Professional Regulation. 

   

  Business response

  02/21/2025

  *****, you are still asking for a refund, yet you have contacted your credit card company and made a chargeback for $2,158.70 including taxes. That is for 100% of your reservation. At this point you don't leave much left to further discuss. Locks like you trying to double up. We will forward this to our legal department. This matter will not be further discussed on this platform.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented the ******************* house from 11/30/2024 - 12/7/2024 based on the information we saw at **************************. The web site pictures were clearly not accurate. This home has been seriously neglected. We spent the entire week dealing with rental house issues when we should have been enjoying ourselves. We spent a lot of time on the phone and in person with Roelens (and 40+ text messages) reporting problems and showing repairmen where the issues were. Attached is a complete list of all issues we experienced. By far the most important, and a huge reason why we rented this place, was for the pool and spa. We reported it immediately. The company sent a person to fix it but it was not fixed. The pool temperature was 66 degrees when we arrived and when we left a week later. The pool water level was also very low even on our arrival and we were then told the pool has a known problem - a leak. We were instructed to run a hose in the pool all day every day. We honestly were going to spend our week at the house enjoying the pool. As a result of our inability to use the pool, we spent untold money transporting and entertaining our guests at various venues around the area. Other problems with the house can be found on the attached list with the text logs, phone logs with text conversations. Pics also ************ our week came to an end, ****** requested me to send her the list of all issues fixed and nonfixed along with a list of inconveniences. She claimed she would send our list of deficiencies to ************** and Owner relations to try to obtain some kind of compensation for us. However, all communication from her just stopped. We left multiple messages with the management office and no one returned our messages. We have not been offered any compensation. Even our advocate agreed we should receive half the rent as compensation. We had a horrible experience and dont want anyone else to go through this. My husband is a ******* Veteran and deserves better!

  Business response

  02/01/2025

  Thank you for sharing your concerns and detailed account of your stay at the ************************* from November 30 to December 7, 2024. We sincerely regret that your experience did not meet expectations and appreciate your patience in communicating these issues.
  We understand the frustration you felt dealing with maintenance challenges throughout your stay, particularly with the pool and spa, which were central to your vacation plans. While we made multiple efforts to address the pool issue and other reported concerns during your stay, we acknowledge that these efforts did not fully resolve the problems to your satisfaction.
  Regarding your request for compensation, we have thoroughly reviewed your concerns and communicated with the property owner. Unfortunately, the property owner has declined to issue a refund, citing that the property was occupied and utilized throughout the rental period.
  We understand this outcome may be disappointing, given the inconveniences you experienced. Please know we take your feedback seriously and will use it to evaluate the maintenance and guest experience at the ******************* house moving forward.
  

  Customer response

  02/04/2025

   
  Complaint: 22816622
  
  I am rejecting this response because:
  

  This is in response to your most recent message. You have cited that since the property was occupied, the owner has declined to issue a refund. The truth is we had no other option. There were four families with us and they traveled here from out of state. We had no other place to stay. Trust me that is the only reason we stayed at this property. Had we known in advance that the pool did not heat and was leaking we would have cancelled our stay. Since the amenities advertised either did not work or were broken, we paid to take day trips to other places in the area to spend the days. Many of these trips cost us additional money in the form of admission fees, food, gas, and rentals (chairs, cabanas, etc). So we strongly disagree with your conclusion that since the house was occupied no compensation is necessary. We submit that at least a 50% refund is in order, given the state of the property throughout the week. We are trying to resolve this through BBB as our first option.
  

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

  Business response

  02/06/2025

  Thank you for your message. We understand your concerns and appreciate you sharing the details of your experience.
  As much as we empathize with your situation, we must clarify that the decision regarding refunds ultimately rests with the homeowner. While we facilitate communication, we do not have the authority to approve or deny refund requests.
  We have noted your concerns and will ensure they are presented to the homeowner for consideration. Please be assured that we will advocate for a thorough review of your case and communicate any updates we receive.

  Customer response

  02/12/2025

   
  Complaint: 22816622
  
  I am rejecting this response because:

  The replies from the business, Roelens, say they are going to pass on our reply to the homeowner. Then nothing happens. This pattern repeats itself over and over. It has been 7 days since the last response from Roelens with no follow up. We are losing confidence that using the BBB site can  satisfactorily resolve the issue. We are nearly at the point where we will explore other methods in an attempt to get some meaningful response that begins to show a willingness to negotiate.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got here with my son Nov 11th Nov 12th I contacted asking to be moved as the home is not *** friendly and I am disabled and cant walk. I got very badly injured and asked to be moved again. The rental company ignored me calls. Fast forward to now me and my son have rash and there mice and rats all over and they still have yet to move us to a safe environment. We have several documents. They just ignore the calls.

  Business response

  12/03/2024

  Upon arrival, the guest expressed dissatisfaction with the home she had chosen and requested to be moved. We clarified that this property, like all our homes, is not advertised as ADA-compliant and informed her of this upon her arrival. On the first day, given her distress, we offered her the option to find accommodations with another company and receive a full refund. She ultimately decided to stay in the home.
  
  Since then, her son and husband have left the country, leaving her behind. She has contacted us multiple times daily, often distressed, and engaging in lengthy conversations exceeding 30 minutes. In an effort to assist, one of our representatives has visited her multiple times, providing companionship and delivering requested items.
  
  Recently, she has started contacting the homeowner directlydespite us not sharing their contact informationclaiming the home has a rat infestation, an issue we have never encountered in this property. It is evident that the guest is in a challenging situation and is seeking support beyond the scope of our services.
  
  As a vacation rental business, we strive to provide excellent accommodations, but caregiving falls outside our capabilities. This distinction is clearly outlined in our rental agreement, which the guest acknowledged upon booking. This matter is closed.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Rented a house thru Roelens *************** When hearing about hurricane ****** coming we attempted to cancel OR rebook for another date. Then hurricane ****** hit. With most of the state evacuating or people sheltering down it would be impossible to even go to Florida just a few days following ******. We didnt even know if it was safe or had power. The rental company kept both our deposit and the full rental amount even though we couldnt go to Florida due to the dangerous conditions. They refused to help us or assist us in anyway.

  Business response

  10/27/2024

  The complaint, as stated by the customer, does not accurately reflect the situation. We were more than willing to assist and even offered a full credit for a future visit within the next 12 months. Additionally, we provide options such as trip insurance with our rental contracts, which the customer chose not to utilize.
  Its important for the customer to understand that, by initiating a chargeback, the funds are now held by their credit card company, not by us. Although this chargeback incurred additional costs on our end, we have decided not to contest it and are allowing the customer to retain the refund.
  As a result, this matter is now closed on our end. The chargeback, initiated by ******* *****, was processed and reversed by the credit card company on October 18th.

  Customer response

  10/28/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had the misfortune of trusting Roelens Vacation Rentals and experienced horrible customer service and hospitality with one problem after the next in Sea Glass Cottage. From the moment we stepped into our beach rental, it was apparent that the home was clearly not ready to be rented. The wi-************* was incorrect, windows were unlocked, and back door was broken which is a huge safety risk. The door code was also the same number as the house - unsafe. Our fridge and freezer did not work; we had to throw out a large portion of our perishables. It took Roelens 2 days to provide us with a "loaner" fridge but did not reimburse or apologize for the groceries we lost. The "heated" pool was cold upon arrival and never functioned properly. Every morning the hot tub was empty/drained. The pool remote never worked so controls needed to be done manually. Furthermore, the skim filter wasn't working, so the top layer of the pool was covered with bugs with no net to clean it until we asked for one-then had to do it ourselves.The bike tires on the advertised bikes in the listing were flat and so we couldn't even go bike riding. They eventually brought a bike pump when requested. There were only 2 pillows in the master bedroom and so our family of 5 had were using decorative pillows from the other bedrooms to sleep on. This was never remediated during our week long stay. Lastly, there was an active construction site next door to our home, and while we tried to swim outside with our family and relax during the day- we were greeted with skid steers, loud construction sounds, and construction workers looking over at family time. Construction started Saturday morning at 7am right outside the bedroom. We would not have booked this home for a vacation had we known that it was nextdoor to construction. The only compensation offered for all of our troubles was another night- free of charge. This place was not ready for renters.

  Business response

  07/23/2024

  Thank you for your feedback. We're addressing the issues you raised to improve our services. Regarding the door, it was determined that while it was difficult to lock, it was not broken. For the pool heater, we sent multiple people to help, and it did function correctly, although it needed to be manually turned on rather than using a remote. We understand this was an inconvenience and are working on a more user-friendly solution. All the beds had pillows, but the home did not have extras. We understand your frustration with the construction noise. The construction site next door was not active before your arrival, and unfortunately, the schedule is controlled by a different property owner. We appreciate your feedback and will use it to improve our services in the future.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House at ******************************************************************** was rented from this company for 2 weeks- Jan.7-Jan.20, 2024. Upon arrival on the 7th ************** to report a missing coffee pot and was brought one late the next day. Company "project manager, ****** made comment that indicated she thought we had made this up and couldn&#**;t find it. In the meantime we had found that electrical outlets in bathrooms and in kitchen were not working. So my hearing aid charger did not charge overnight. A breaker was found to be flipped and was later fixed. Also the garbage disposal did not work and later was found to be jammed and burnt out. There was no ice in freezer though an ice maker was present. Later in week when handyman came to install new disposal he also looked behind refrigerator and found water was NOT even connected up! I later found 2 ice cube trays in back of a lower cabinet. Thermostat very complicated and wouldn&#**;t stay at temperature set. No instructions left for that. Fake leather on recliner had peeled off in several areas and also had a 6" tear. ****** told us "she had set pool water at 85 degrees" but I found it to be in low 70&#**;s. So too cold to swim. Not what was described at website. We spent the week calling and trying to reach someone at H3732**323531**3336H about these problems. Difficult to reach and took long to respond. We were angry and depressed that we had driven 700 miles and nearly 2 days to arrive for a 2 week vacation. We did not have time to enjoy anything because we were continually dealing with these problems. The company claims at their website "excels in customer service", has "meticulous Property inspections", offers "100% satisfaction guaranteed". We sent a certified letter regarding our experience and requesting a full refund. ********************* signed for it instead of having Mr. H3732**323531**3336H sign it. So we don&#**;t know if he received it or not. I have made many calls to him and won&#**;t be connected. We left on January 14th. We want a week&#**;s refund.! ****************

  Business response

  02/29/2024

  Dear ******,
  Thank you for sharing your ******************* during your stay at one of our homes. We understand the importance of a smooth and enjoyable vacation and appreciate the opportunity to address your concerns and provide clarification on the issues you experienced.
  We acknowledge that certain maintenance issues arose during your stay. It's important to note that the flipping of breakers and malfunctioning garbage disposals are unforeseen occurrences beyond our control. We're pleased to hear that our team was able to address the reported issues promptly. However, we understand the frustration caused by the pool temperature. Our pool heaters are set to raise the water temperature by about 10 degrees above what it is outside. So, if it's only 65 degrees outdoors, the water might hit the low to mid 70s. This limitation is noted in our rental agreement that is sent out at the time of booking.
  After a thorough review, we are unable to provide a refund for your stay. We acknowledge your disappointment and assure you that we are actively working to prevent similar issues in the future. Your feedback is invaluable to us, and we are committed to enhancing our services based on your experience. Regarding your certified letter this was received at our office and was used to reach our decision of not being able to process a refund.
  Best Regards,
  Roelens Vacations

  Customer response

  03/02/2024

   
  Complaint: 21364619
  
  I am rejecting this response because:My husband and I had a terrible week finding so many items of house not working or in a poor state. See pictures attached. Didn't take a picture of dirty mattress pad with yellow stains that were apparent after taking off sheets before we left! The shower had barely any water. My husband cleaned out the filter later in week. These are all items that should be seen and checked when readying a house for occupancy. Obviously the owner is not using it!  This Roelens Vacations claims on its website that It "has meticulous (meaning extremely careful) property inspections". Also on its website they state "100% customer satisfaction" and " Excels in customer service".  I don't see evidence of any of this in their response. Actually just lies!  ******, their property manager, who came by stated that "she had just set the temperature of pool at 85 degrees". Not what Roelens claimed should happen. Another problem I forgot to mention is that the dishwasher on Wednesday could not dispose of its water because of the jammed up garbage disposal. So water went up into sink. Luckily we were at home and noticed the kitchen sink full of water. Additional rinse water would cause it to overflow, flooding the kitchen floor!  We had to bail out the water into the other sink. This is a good example of all the problems and trouble we had to deal with the first week of our VACATION!  A whole or partial refund is expected.

  
  
  Sincerely,

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

  Business response

  03/21/2024

  Thank you for reaching out to us for clarification on our cancellation policy. We allow guests to cancel up to 60 days before arrival with a full refund minus a processing fee. Cancellations within 60 days are nonrefundable. We also have a statement in our rental agreement that refunds are not given for unmet expectations. I have put an attachment of the complete cancellation policy from ******'s rental agreement showing that she did agree to our terms before she arrived to  the home. 

  Please let us know if you need further clarification on anything.

  Thank you,

  Roelens Vacations 

  Customer response

  03/28/2024

   
  Complaint: 21364619
  
  I am rejecting this response because:

  I did sign many, many pages of a contract and found that if I did not sign something I didn't agree with or had nothing to do with subject, I could not finish contract, and they threatened they would not let me enter the house. Who would agree  that "if house did not meet expectations they could not receive a refund." Roelens Vacations, specifically Koen Roelens, are liars in advertising, not interested in helping customers who have paid them thousands of dollars , be satisfied.  I have issued several very negative complaints:  to VRBO, ****** and the BBB.  ****** has already had over 100 viewers of my complaint.  May they go out if business! Thank you for helping and please continue their "F" rating at BBB of West Florida!
  
  *********************************************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/23/23 through 12/30/23, Vacation week in the amount of $15,000. Multiple issues, dirty conditions all explained in the attached letter.

  Business response

  01/16/2024

  Hello,

   

  Thank you for your letter and complaint in regards to your stay with us. As already mentioned per email, Roelens Vacations apologizes for the inconveniences occurred during your stay. We did everything we can to get the pool heater to work however we cannot be held liable for mechanical failure as in our rental agreement clearly states. The owners and Roelens Vacations did offer you a small refund which was denied. The pool company was able to fix the pool heater issue over the Christmas period after a few days. Unfortunately, the weather during your stay was colder than normal and heating up a pool of ******,- gallons will take many days. Even the best working pool heater would not have been sufficient to heat up such a big pool to a temperature that would have been comfortable to swim in. Roelens Vacations' Team turned up during these days trying to fix the issue and to apologize. Unfortunately we were greeted by heavily intoxicated guests and Roelens Vacations received also many noise complaints from neighbors. We are sorry for the inconvenience.

  Roelens Vacations

   

  Customer response

  01/17/2024

   
  Complaint: 21115278
  
  I am rejecting this response because:

  You advertised a heated pool and hot tub and the pool company told us that if they filter was changed on a regular basis this wouldn't have happened.   If you did weekly pool checks as stated in your "rental book" this would have been discovered and the pool company confirmed that.   So basically none of the amenities have to work since you can call it mechanical failure and not be held liable.    The "noise" complaints were from a neighbor who apparently complains all the time and yes I have that in writing.   There were two, BOTH prior the 10:00pm curfew so we violated nothing and were told to continue to have a lovely family time.  I actually got to meet another neighbor who I asked if we were to loud and he stated "not at all" and this is someone with children.   Not sure why this wasn't mentioned when you did the **** review of us.    Also, be careful what you accuse people of, no one was heavily intoxicated at all and again if you thought that, why wasn't it discussed prior to this?   Your wrong it the way you handled this and if you look at the other complains about Roelens they all seem to have the same theme...

  HHHHHHMMMMMMM....you advertised a home that turned out to be nothing like the pictures.   Yes you offered $400 on a $15K rental which is a joke.   
  

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

  Business response

  01/24/2024

  Hello,

   

  We understand the dissatisfaction with the pool not heating however it was not in our hands with weather circumstances and a system that could not be repaired in a day or two over the holidays. Our pool contractor was not available during those 2 Christmas days. My apologies again for this issue.

  Kind regards,

   

  Roelens Vacations

  Customer response

  01/25/2024

   
  Complaint: 21115278
  
  I am rejecting this response because:

  Good morning, I almost chose not to respond and move forward with this to a higher authority, but now reading your response, I do feel like a response is necessary.
  

  Please lets get one thing clear, we NEVER complained to you or your team about the weather so Im not sure why you keep mentioning the weather. 

  We were told by your pool company that if the filter was checked this would have never happened.   Again that is where our complaint is, as there was no mechanical failure   If knowing you had guests who paid $15,000 during a holiday week, I would think the weekly pool maintenance your book claims you do would, have been done, and again, we were told if it was done, then they would have noticed the filter was dirty.

  Mr. Roelens, to slander someone's name and call them heavily intoxicated is wrong.   I spoke the truth about what happened, we came into a BEAUTIFUL home with crumbs in the beds, wash in the washer, mold on the vents and general DIRT everywhere, as was shown in my pictures. 

  When we called, the minute we got there about the pool, it would have been more understanding for your team to have been honest with us that there was an issue and with the holiday it could not be fixed.  We would have found other things to do but no, each of those managers told us it was fixed and would warm up soon    The weather had nothing to do with it because miraculously when the filter was changed, the pool and hot tub was perfect, and the weather still wasnt, but we got to enjoy 3 days of it.
  Again, this wasnt sent to be mean, it was an advertised home which we were so excited about that was SUB PAR based off your website.  

  We saved all year as my dad turned 85, we lost my mom and my brother and thought it would be a great way to get through the holidays as a family, stress free.   We were hoping that you would have honored what you advertised, which you didnt and had hoped when we did submit the issues, you would have offered some type of FAIR compensation.   Seeing past complaints from renters who were offered much more on properties that were rented for considerably less. YOU stood on the porch and agreed when I stated that there should be some compensation, you shook your head and said absolutely.  Again, poor business for an owner not to introduce himself.
  

  As I stated before, slander is a whole other ball game and was highly unprofessional and unnecessary..   I have 10 people that were there when the pool company came and can attest that the technician stated if the pool was checked weekly this would have never happened.   
  I didnt ask for a lot, but I asked for the respect that should have been given since YOUR team kept telling us it was fixed and that we would be compensated for our inconvenience, from the pool to having to clean and wash the sheets when we got there.   We paid a price for a specific product, which you did not deliver.
  

  I hope this doesnt happen again to another family, it made for a very sad holiday for mine who has been through enough. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  What do I have to do to get a call back in reference to MAJOR ISSUES with our stay?!? I have left 3 messages at your office, sent 2 texts to the property manager and have sent 2 emails to Torsten. This is UNACCEPTABLE!!! You sure were quick to call me & collect your money.

  Business response

  08/18/2023

  ******,

  I appreciate you taking the time to speak with me yesterday and again today about your stay and apologize for the delay in response from us. We've taken measures to rectify the issues, ensuring they won't impact the comfort of future guests who choose to stay in the same property.  Additionally, we will process a refund and, in the spirit of rekindling trust, extended an offer of a discounted stay should ****** decide to stay at another one our vacation homes. We thank you for taking the time to provide us with your valuable feedback, and we will work hard to improve our services in the future.  We hope you will consider staying with us again in the future and give us a chance to make it up to you.

  
  Best Regards,
  Roelens Vacations 

  Customer response

  08/23/2023

   
  Complaint: 20387563
  
  I am rejecting this response because: we spent a lot of money on a vacation home that we spent the first four days chasing down someone to make repairs that shouldve been resolved prior to us arriving. The ** was not working when we arrived, they sent someone out to fix it, before the house could cool down, it was broken again with a different issue. The air conditioner was extremely loud, it sounded like a train, and the bedroom next to it was unbearable. The neighbor even came over and mentioned they had complained numerous times about that particular air condition unit and how loud it was. The swimming pool pump and filtration did not work, they did not get anyone out for four days. They did tell me that it was still usable, however, that would be like 10 adults getting in the same bathtub. That is unacceptable. We had an ant issue and had to resolve that ourselves with no pest control being sent out. There were dead roaches throughout the home that was not picked up prior to arrival.  The door leading to the pool would not lock, which was a safety issue. They sent someone out to fix it, he rigged it up and said he would be back the following day, and never showed. There were speakers by the pool deck hanging on the columns that were hanging directly from wires, which was a hazard. I had to make multiple calls and multiple text messages over and over to get responses from anyone. They were happy to take my money yet would not respond in a timely manner when we had issues. I have personally called and left more than seven messages at the office, I have sent multiple emails, and reached out to the property manager several times by text as well. The only reason I received a response at this point is due to me, reporting them to BBB. 
  I think trying to credit my account one night stay is ridiculous, as the first four days I spent at this property were more stressful than me staying home and working all day. At this point, I may personally search the public tax records to find the owner of the rental just to see if they know how their property is being kept  

  I feel a full refund is justified under the circumstances  

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

  Business response

  08/24/2023

  We had a direct conversation with the guest where we communicated that a refund of $450 was possible. The guest acknowledged this arrangement, leading to ** processing the refund, which was successfully credited to the guest's account on August 21st. At that point, we believed the matter was effectively resolved.

  Kind regards,

  Roelens Vacations 

  Customer response

  08/25/2023

   
  Complaint: 20387563
  
  I am rejecting this response because:

  When they reached out to me, they asked about issuing a $450 refund, and if it would be going back onto the card on file, I told her yes, HOWEVER, I needed to speak with my husband and the other parties involved because I felt this was sufficient. The lady advised me that was all she was permitted to do. Therefore, I do not see this issue as resolved. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I rented a property from Roelens Vacations in ********** back in September 2022. Hurricane *** was about to hit the area and my family and I decided to leave the area and agreed with Roelens Vacation on the transaction which included a refund for the unused days as it states in this email:" Hi ********,The refund will be processed by the accounting department once the operation is already back to normal and this will be credited back to your account since the payment was made through your credit card. Please let ** know if we will proceed with the refund so we can take note or we will transfer the funds to your future bookings. As I've mentioned on a separate email, Villa Geckos Perch as advised by the property manager is still good for your stay today, but you can always reach out to the property manager for further home related concerns.Warm regards,Makie Roelens Vacations, ********** Florida"Just to clarify a couple of points on that email:1-I answered back accepting the refund to my credit card 2-I followed up several times, by email, phone and text, with no answer 3-The property was uninhabitable due to roof damage, water damage inside the house and no electricity to run a/c or appliances.We are in June of 2023 and the refund has not taken place.I spoke with a person who was the property manager when I was in the house and does not work with them anymore and told me that the way this company handled the Hurrincane *** issues with the customers was unacceptable; and I agree. We were not vacationists, we were locals transitioning to a new home.I expect the refund of the moneys owed.Thanks.

  Business response

  06/02/2023

  Dear *******************************,

   

  I'm sorry this got lost in the shuffle, however, as I received this message from you I proceeded with your refund. Please let me know if there is anything else I can do.
  

  We have processed a refund for your vacation reservation. Kindly contact ** with any questions at ************. 
  
  Refund CC 06/02/2023 ($351.23)
  
  
  Warmly,
  Roelens Vacations 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We rented a house with an outdoor kitchen. Couldnt use until our last day there. Obviously, a storm came through. All plugs in kitchen and main bedroom didnt work. Not fixed until final night there. Other issues as well. Contacted rental agency to no avail

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