Complaints

• Initial Complaint

  11/19/2023

  Complaint Type:

  Problems with Product/Service

  Status:

  Unanswered

  More info

  I made booking for a residence with them 4 night: Beach Dreams 1/******* View Condo **** paid $2,100 **. So I made checkin the 11/17/2023, no one show me the room but left me key at front desk witch was fine for me, I installed my self in the room and my 3 year old child, the room looked fine. Next day I woke up at 6 am with sun light , thats when I realized theres no blackouts, only roller shades that dont block complete sun light. I reached out immediately and ask them to be changed of room or even cancel my reservation, they told me theyll work on this issue and offer me to go buy blackout at my expense, then a supervisor came and inspected the shades and informed me they were fully booked and needed time to find and solution and they were going to contact me. After calling them all day, sending messages and emails, never gave me a solution but just We are working on it my child cannot sleep, the goal of my vacation and booking was to sleep and rest, plus I feel theres no privacy since the shades are see through everyone can observe me and my family. This type of shades are installed on the living room and main room.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We arranged to rent a vacation unit through Five Star. They sent ** a contract that reflected the rates agreed to over the phone and by several emails. They wrote the entire contract and sent it to us for signature. We signed the contract and returned it, as well as authorizing a credit card charge for the contracted amount.They then charged our credit card an amount more than double the rate in the contract. When we questioned the amount they said it was a computer error that the conversation and contract amount was "an IT error' and they said they were unilaterally voiding our signed contract and returning the charge

  Business response

  03/08/2023

  I am sorry to hear about your experience with Five Star in renting a vacation unit. As a customer service representative of Five Star, I would like to address your concerns regarding the overcharge and the unilateral voiding of your signed contract.

  Firstly, I apologize for any inconvenience caused by the computer error that led to an overcharge on your credit card. I assure you that this was an unintentional mistake and not a deliberate attempt to overcharge you. I understand that this has caused you frustration and disappointment, and for that, I am truly sorry.

  Regarding the voiding of your signed contract, please allow me to clarify that this decision was made due to the IT error in the contract. Although we sent you a contract that reflected the agreed-upon rates, the amount stated in the contract was not the correct amount due to an internal error. We understand that this may have caused you inconvenience and confusion, and we apologize for any negative impact this may have had on your plans.

  We take full responsibility for the situation and would like to offer our sincere apologies. We immediately refunded the full amount charged to your credit card, and we would be happy to work with you to find a suitable alternative vacation unit that meets your needs and budget.

  Please feel free to contact me directly if you have any further questions or concerns. We appreciate your feedback and take your satisfaction very seriously.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩