Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We are currently staying at the ************ bungalow on ********* and ***************** I was told just now that our washer and dryer doesnt work and they knew this and the lady called me to let me know that theres a window between 8 AM and 5 PM that somebody will come to replace this washer and dryer let alone that I paid thousand dollars to stay here for nine days now I have to wait on my vacation For someone to come to install a washer and dryer when this is literally their responsibility to be here for them to install this so I go to the beach. I sit down for 15 minutes and what do you know I get a call theyll be there in 25 minutes and guess what its past 25 minutes and nobody is here. This is what Im doing on my vacation waiting around to mention the place was disgusting and filthy. I had to go and buy my own cleaning items to clean this place. This is the third time we have used them and this is three strikes youre out. We will never use them again and I am telling you people do not use them do not you will be very unhappy. They knew that the washer and dryer had already been broke prior to us arriving on our vacation so now we have to spend our day waiting so that the gentleman can fix it and the lady even said she shouldve been the one to be here so we had to stop what we were doing today on our vacation not to mention how filthy the place was and I already told her about it. We got a discount for this current rental because of the problems we had last year with them because there rental last year we a disgusting mess. So I advise you to keep people away from this company. I want to cry for having a a whole day wasted on my vacation. My husband and I are just regular middle class and we bust our butts year round and look forward to our vacation and now look!!

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a place from Myrtle Beach Vacation Stations and the place was not in any shape to live in.. a lot of things were broken. There were holes in the wall and the bathroom rack was broken and there was mold on the shower curtain and the tub was dirty.. There were only two burners on a four burner stove. .So we weren't able to cook Christmas dinner there .The bedspreads were extra dirty .We had to wash the bedspreads before we slept on the beds that night. We left the next morning. We took lots of pictures. We also had to sweep the floor. There was a lot of dirt on the floor .We were not able to stay another night because we would have gotten sick. I have a severe case of asthma. First we requested three bedrooms and two baths ,but that place was only two bedrooms and one bath. Which was very inconvenient .The first house they put us in had lots of roaches so we had to move out of there . We didn't want to carry roaches back home. It was okay ,but it had too many roaches and that's when they put us in the two bedroom one bath we began referring to. .There one bedroom was extra nasty . The sofa beds were dirty ,the ,doors were damaged. One of the wooden beams to the steps was broken as if someone ran into it and very limited parking spaces. There was only one little trash can that was in the bathroom. This is the one we described first. We have tried several times to contact the person handling the rental,,but they would not answer ,respond, or return our calls. They have made no effort to communicate .with us. We are desiring reimbursement because we only spent one night in each place, We are highly disappointed and upset. Please help us get what they owe us.

  Business response

  03/07/2024

  Dear Better Business Bureau,

  We have refunded ********************* the amount of her reservation since she was not satisfied.

  The amount refunded was $462.96.

  Sincerely,

  Myrtle Beach Vacation Stations 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked this place through booking.com. All correspondence with host from establishment was through booking.com as she would not answer my calls or emails. Was supposedly upgraded to a better unit as the unit we reserved was in need of repairs and had no AC. Paid $311.65 plus $124.72 for their linen package. Ad stated linen was included. However, it was not and must pay extra. Due to last minute - we chose to pay extra for linen. Being; pillows, sheets, comforter for 2 beds and towels. States on agreement that "linen will be placed IN unit prior to arrival". We did not receive any linen at all. And they only offered to send a "second set" for another $124.72 fee. This was by far the worst experience we have ever had! RUN FAR FAR away from these crooks!! They are professional con artist just after your money. They don't clean after quests. They don't provide linen even after paying EXTRA for them. They say no smoking but yet the place reeked so bad of cigarette smoke it took our breath away. We arrived late the first day and my son slept in the car because we had no pillows, sheets, or blankets or top of the disgust. The host is not willing to help. All she will do is argue with you and provide no resolution. I'm sure her response to this will be a lie as well. The place was so gross. Black, greasy baseboards and doors. Doors wouldn't shut and lock. Hanging doorknobs. Dirty floors, ******************** Drywall patches all over. Just to name a few. I have photo documentation for all of this as well as my conversation via email with the host as she refused to answer the phone or return my calls. This ruined our short family vacation. We had to leave and stayed somewhere else. No refunds. No nothing. BOOKING.com was also not willing to provide any help or resolution.

  Business response

  07/31/2023

  Check in time is advertised as between 4 pm and 7 pm. The linens were dropped off at the property at 4 pm on the screened porch.  ********************* did not arrive until the middle of the night and did not contact us until the next morning  after 9 am regarding her concerns that a door k*** was loose and that she couldn't locate the linens. Although our office closes at 7 pm, we do have an emergency line and would have offered to bring over a second set of linens in the middle of the night had we been contacted.  We have both our cleaning team and inspection team notated that the linens had been dropped off.
  When ********************* contacted us the day after her arrival we did bring over a second set of linens and we also offered to reclean and adjust the loose door handle.  Unfortunately, ********************* did not give us the opportunity to improve her stay.
  Unfortunately, we do have a no refund policy, and the money has been dispersed to the property owner for the rental.
  
  

  Customer response

  07/31/2023

   
  Complaint: 20368551
  
  I am rejecting this response because: All of this is lies. You guys wouldn't answer the phone or call me back when I left a message. Instead, you went around and around with me via email ALL day. While, ruining our vacation. Your documents state that the linen would be left INSIDE the unit prior to arrival. And I even asked 2 times over the phone, prior to booking if the linen would be inside due to the fact of our late arrival. You confirmed twice. Upon arrival - this place looked as if the previous guest had just left. And was never cleaned. Yea, sure - you offered to come "clean" but it should have never been an issue from the get go. It should have been cleaned and linen provided as agreed and paid for. You excepted our already ruined vacation to continue to be a nightmare by staying at that dump all day while waiting on your "cleaner" and "Maintenace" people. My son slept in the car lady! All of this is unacceptable. And you know it! My biggest mistake was not reading the reviews!! I was going off the pictures that you have on your advertising! In which is absolutely not what it looks like now!! False advertisement! Anyone can see that what I am saying in factual as all your reviews state similar situations if not exactly the same. I have our entire conversation saved as well as the pictures. This establishment is breaking all kinds of laws here!! Shame - Shame - Shame! 
  
  Sincerely,
  
  *********************

  Business response

  08/23/2023

  Check in time is advertised as between 4 pm and 7 pm. The linens were dropped off at the property at 4 pm on the screened porch.  Guest did not arrive until the middle of the night and did not contact us until the next morning  after 9 am regarding her concerns that a door k*** was loose and that she couldn't locate the linens.
  Although our office closes at 7 pm, we do have an emergency line and would have offered to bring over a second set of linens in the middle of the night had we been contacted.  We have both our cleaning team and inspection team notated that the linens had been dropped off.
  When Guest contacted us the day after her arrival we did bring over a second set of linens and we also offered to reclean and adjust the loose door handle.  Unfortunately, Guest did not give us the opportunity to improve her stay.
  Unfortunately, we do have a no refund policy, and the money has been dispersed to the property owner for the rental.
  
  
  
  
  
  

  Customer response

  08/24/2023

   
  Complaint: 20368551
  
  I am rejecting this response because: You are still lying and every time you write - the story changes. Funny that YOUR company was on the news last night for fraud!! There are 100s if not thousands of people in the same boat as I. With the same exact experience. You can't rip people off forever - eventually - you do get caught!!

  Stop with the lies and do what's right for once!
  
  Sincerely,
  
  *********************

  Business response

  08/28/2023

  **********,

  We are sorry that you rejected our response but unfortunately your words are not pertinent to the complaint and we did everything could to ensure your stay was acceptable.

  thanks

  ****

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented from VRBO a vacation rental at myrtal beach vacation station on July 11th -16th upon arriving we entered the property the place smelled very muskey like meldew. We checked around checked the beds for bed bugs they were not in good shape. 1 bed smells like throw up another had rust spots all over. Went outside pai of old flip flops left bed rails boards trash around. We shortly found out the dishwasher didn't work or the washer or dryer. The air didn't work either on day 2 july 12th contacted property owner who showed up next morning yes we had windows open as we slept to not suffocate. She said they changed filters and would call in a couple hours to see if air was working 4 hours went by I called her personal phone and office phone got no response. I the was up till 5am on phone with VBRO all night trying get help house trmpatire reached 88 degrees and my boyfriend has heart issues. She finally responded giving us another rents to stay at till air was fixed ..we started to pack up boyfriend found cockroachs in kitchen and even one dead one in freezer.my daughter had one on her hand. We drove to New location 15 mins away walked in roaches all over walls snicker bar in fridge..trash food in pull out couch trash all outside .air was fixed next day 8 pm .the bed rails and trash that was promised to be moved was never moved. She neglected to answer her phone at all had to call vrbo for help got hung up on 4 times was promised to be moved to some where better threw travel insurance and was denied because they said there was just roaches not a infestation..I waisted time I should had been spending with family trying to keep everyone safe and spent total of 2 days on phone calling for help..

  Business response

  08/28/2023

  Our guest did reserve our property for the dates July 11th, through July 16th, 2023 and we did everything that she requested at the time she requested.
  
  
  Our guest indicated that she had seen a couple of bugs and our maintenance team did go to the property and treat for bugs.  We explained to our guest that the property is treated preventatively for bugs monthly and has shown no bug activity or negative for bugs.Our guest did show us pictures of one or two bugs but we did explain to our guest that this is a beach property in the south and you will see one or two bugs.  Our guest also notified us that she wanted the grass cut and we did send maintenance over immediately to cut the grass. Our guest also notified us that the washer/dryer was not working but we did show our guest it was working.
  
  
  On July 13th, 2023, two days after our guest arrived, our guest stated that there were a/c issues at the property. We apologized and immediately sent over our property maintenance team to assess and fix the problem. Our property maintenance team was over at your property and was not able to fix the a/c problem.  We immediately called ************************************ and they came over and fixed the problem (burnt capacitor).  
  
  
  We did fix all of our guests concerns when they were presented to us.  This required multiple return visits as our guests did not identify all of their concerns in the the first 24 hours upon arrival. Our company is always willing to do whatever it takes to ensure the property is in tip-top shape and our guest enjoys their vacation.
  
  
  The property is treated preventatively for bugs monthly and has shown no activity for bugs on each report. We see that you have pictures of one or two bugs but we would like to say this is a beach property in the south and you will see one or two bugs.
  
  
  It is important to note that we did offer our guests an upgrade to another beach property to stay in for the balance of their stay on July 13th, 2023 while the air conditioner was repaired, but our guests not only did not accept the offer but did not look at the property to see if it would be a good fit.
  
  
  Our properties are priced very competitively and we did ensure the property was exactly as advertised and offered an upgraded substitution BEACH property should our guests choose this option.  We thank our guests for vacationing with us and we do have a no refund policy.
  
  
  Thanks
  ****
  
  

  Customer response

  08/29/2023

   
  Complaint: 20348527
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $990 for a rental unit. Mattress had blood and bed bugs. Air units was not blowing cold air but did have mold. Bugs in light fixtures. Hair and mold on walls by beds. Cleaners walked into our room unannounced to bring linens. They were not suppose to have a door code and were suppose to leave at door

  Business response

  07/03/2023

  We helped our guest to check in the unit, while on the phone with our guest who confirmed once the guest walked through the unit that it was perfect and clean.  We were contacted by the guest 20 minutes indicated there were items that they were concerned about which included stains on the mattress, a few dead bugs in the light cover and some dirt behind the toilet and a/c fan blades that needed to be wiped.  Everything else in the unit was very clean.  We quickly sent our cleaning staff over and offered to reclean those items along with bringing the guests fresh linens.  However our guest did not give us the opportunity to fix their concerns.  We also offered our guest an alternate unit which they did walk through to see if they liked it. Our guests did sign a rental agreement which stated no refunds and allowed our management company to substitute properties at our discretion without further liability.

  Incidently not only did we offer another property but we did replace the mattress and mattress cover, clean the blades on the portable air conditioner and clean behind the toilet within 30 minutes of being notified.  It is also important to identify that our guest's claim that we had bedbugs or any kind of bugs is not accurate as we do regularly treated preventatively for bugs and have reports showing the unit is inactive for roaches and bedbugs.  Unfortunately, we have dispersed the rental payment to our client the owner of the property who we know has provided has reserved this property for our guests and according to our Client contract is eligible to keep the rental income.

  Customer response

  07/06/2023

   
  Complaint: 20256695
  
  I am rejecting this response because:
  We voiced our complaints to ********, the property manager, who did offer to have the cleaners wipe down the mold and sweep the floors. ******** said had the unit recleaned within 30 minutes, but clearly based on the photos submitted, no one can clean the amount of filth the unit has, especially in such a time crunch. The accommodations we were offered was a laughing joke, no human would willingly pay money to stay in an advertised trash can. Property manager ******** can state the the unit was in perfect condition, but that is entirely false as photos shows years of unkept property and maintenance. The property manager ******** was on the phone with us as we were checking in, then she reset the passcode so we could have access, shortly after we called to complain to ********, the cleaners just walked into our LOCKED unit. I do not expect 5 star resorts for what was paid for this terrible unit, I expected something livable, without compromising my health (as I have asthma), property manager ******** stated they dont even provide TOLIET PAPER, even though its a basic necessity. **************** offered by the property manager ******** was unprofessional and disgusting. Her lack of communication and knowingly stealing from anyone online who cant physically see the property before the pay money, is sad and gross. It is a money grab from others who work for livings, no refund would be understandable if it was an issue with us just not staying because we didnt want to, but the place is inhabitable and should be burned with the amount of years the place hasnt been kept up. The issue is not on our part, we reached out to the appropriate channels, if we knew the place was a hot garbage can, we wouldve paid extra elsewhere, but of coarse online photos will not show the ugly and dirtiness of this place, I hope the clear disgust and bugs I have submitted in the photos enough to show that the property should be shut down. ******** will steal money out of your pockets 

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a property at **************** (*******************) at the end of July 2023 through August 6, 2023. The property was pulled from the **** site multiple times by Beach Vacations DBA Myrtle Beach Vacation Stations. I cancelled the reservation. I received confirmation of cancellation and was promised a refund by mail for $1,667.69 which I still havent received. *** had multiple runaround conversations and texts. They say they are updating their system, but one person promises a refund and another cant find paperwork. *** filed a dispute with the credit card company as well. Its been over a month since my cancellation. I believe this company is committing fraud or money laundering, using multiple names for business.

  Business response

  07/31/2023

  This person is mistaking our company for another company. We did not rent to this guest and all attachments are not related to any of our rental properties.
  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Booked with Myrtle Beach Vacation Stations on April 28, 2023 for a worlds archery trip/vacation for June **** 2023. Total was $798.97. I emailed the place when we were approximately an hour out to see when we could check in and they emailed back stating we had been upgraded to a new place. Once we arrived we went through approximately 10 different codes to get into the place only to find mattresses leaned up against walls that had holes and writing on them and bed bugs every where. Emailed them the pictures and she quit responding for three hours Id already drove from **** to this place and had to find somewhere for me and my kids and food. I had to borrow money to stay elsewhere that was safe and clean for my kids. **** responded 3hrs later after I found another place offering me the place next door and someone to stay for two nights then we had to move to another place. This isnt fair and this business needs shut down. I saved to take my kids here and Im a single mom and she just cost me almost $1,000 more dollars to find somewhere to stay while there.

  Business response

  07/12/2023

  Myrtle Beach Vacation Stations LLC
  Date here: July 5, 2023
  YapStone VacationRentPayment
  Property Listing #: Myrtle Beach Vacation Stations LLC
  Guest:Our Guest
  Chargeback Reason: Not as Described or Defective Merchandise/Services
  Amount: $****** Reference # ********
  Dear Chargeback Team:
  Myrtle Beach Vacation Stations is requesting an immediate chargeback reversal of $****** This chargeback rebuttal letter will reference the following fifteen (15) documents. Our guest booked the property ********* Up Through VRBO for the dates of June 7, 2023 to June 11, 2023. The guest is using the chargeback reason Not as Described or Defective Merchandise/Services. This code is invalid. The guest notified us that there was a bug problem when settling in the unit. We immediately offered our guest a comparable unit immediately next door. Please refer to ***************************** & MBVS Communication files which consist of 9 attachements
  When reviewing this file you will find that we discussed on the phone and by email the units new location which was immediately next door to the unit she booked and we discussed by phone and email the code to get in.Our guest unfortunately, did not even attempt to enter the unit. Whilst on the phone with us and while communicating by email she claimed to book another property. Please refer to pages 7 - 9 of the ***************************** & MBVS Communication files attachment.
  In fact, after we had provided the access information to the property by email and phone our guest continued to book another beach property online without looking at our property next door. Our guest pretended to give us the opportunity to resolve the problem with a new unit next door while at the same time booking another unit. Please review the attached signed rental agreement *************************** Signed Rental Agreement where our our guest agreed to our substitution clause:
  The substitution clause can be found in Section 21 of the *************************** Rental Agreement where it states that we reserve the sole right to substitute properties if a property becomes unavailable for any reason, please see the excerpt below:
  
  Our guest declined stating she found another place. We did remind her of the terms and conditions she agreed to when booking such as our substitution clause and our no refund/cancellation policy.We offered the contractual requirements of our agreement with ******************************
  It is important to note that our guest did sign our no refund policy. Please see the excerpt below of the ***************************** Signed Rental Agreement that is attached.
  The guest agreed to our no refund/cancellation policy. This policy is stated before, during and after booking as well as in the rental agreement that the guest signed. The guest is not eligible for a refund due to the guest agreeing to our terms and conditions including our no refund/ cancellation policy. Please see the four attachments showing this:
  VRBO - ********* Up Booking process page 1
  VRBO - ********* Up Booking process page 2
  VRBO - ********* Up Booking process page 3
  VRBO - ********* Up Booking process page 4
  Please see the attached listing showing that our guest clearly agreed to our no refund policy that was shown in the listing at least four times.
  VRBO - ********* Up Booking process page 1
  VRBO - ********* Up Booking process page 2
  VRBO - ********* Up Booking process page 3
  VRBO - ********* Up Booking process page 4
  In summary, we quickly offered our guest an alternate unit next door which our guest did not walk through or even attempt to accept. Our guest refused all resolutions. The guest is not eligible for a refund due to the guest agreeing to our terms and conditions including our no refund/cancellation policy. Please help ensure an immediate chargeback reversal of the amount of ****** . Thank you for your prompt consideration in this matter.
  

  Customer response

  07/12/2023

   
  Complaint: 20187633
  
  I am rejecting this response because: they waited three hours before offering me another place. Which was 930 at night. That is not a timely manner. And each place they offered we could only spend a night or two there. Im not going to keep packing and unpacking and moving my kids not knowing where we are staying on vacation. And continuously risk getting bedbugs. They made what was supposed to be a relaxing trip for me and my kids a stressful one. There was no phone communication, they waited till the day before to offer a phone number to call. I was told they were working remotely and continued to just email. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband *************************** rented a place Sat June 3 to June 10 We could not stay there because it was so nasty. He called the maids came, through out the food in microwave and fridge outside by the front door and gate , NEVER cleaned anything . Came back to 100s of flies and nothing cleaned. We both called , they told him they would talk to the maids . We had to rent a hotel for the week . He did email them that night saying he wanted a refund and that we weren't staying there , still no response ..

  Business response

  07/31/2023

  We do not agree that the unit was nasty, however, we did send our guest an email upon arrival stating that the cleaners would be notified, and the cleaners did go back to reclean the unit. The unit was reclenaed and re-inspected.  We are sorry if our guest did not attempt to return to the unit but as mentioned the unit was cleaned well. We do have a no refund policy.
  

  Customer response

  08/02/2023

   
  Complaint: 20172215
  
  I am rejecting this response because: they did come but didn't clean anything . All they did was empty the c*** in the microwave and refrigerator out side by the door. When we got back there were fly everywhere thanks to them. We called you back and all you said is you would talk to them, They didn't bother to clean the bathroom either . They family showed ** in a pizza car bare foot . The place was totally disgusting . 
  
  Sincerely,
  
  ***************************

  Business response

  08/23/2023

  We do not agree with our guests statement that our cleaners did not reclean exceptionally.  This ** efficiency unit is small and is advertised as 150 square feet but was recleaned exceptionally.  Before our cleaners recleaned the unit, our guests requested a larger unit and unfortunately, we did not have a larger unit. All communication with our guest confirms that our guest made this complaint because they wanted a larger unit after they had booked a unit that was too small for their liking.
  

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The vacation rental company was offering us a well taken care of accommodations with functioning cooking grills private parking nice clean accommodations that's what they were advertising on booking.com upon arriving at this accommodation it looked nothing like what I paid for and what they were advertising I never slept there not one night because what I paid for and what they were advertising wasn't what the rental property actually looked like. The placed smelled moldy and my self and my wife both have asthma. We contacted the rental agency to find us another more suitable and better accommodation we explain to them that what they were showing us on booking.com was not how that vacation rental looked it was fraudulent advertising we asked for a refund so we can go find other accommodations after being on the road for 14 hours driving from ********** to ************** it took them two or three hours to get back to us and tell us they didn't have anywhere else to put us so we had to end up spending more money to go find a more suitable accommodation at a hotel we never slept one night in that unit that we paid for and they will not give us back our money when they lied about how the place actually looked if I had known what it really looked like I would never have wasted my money booking that accommodation that was fraud.

  Business response

  08/28/2023

  On the day of arrival, 5/25/23, our guest decided not to enter the property and told us that he would prefer to stay in a hotel.  We offered a free upgrade to the Guest and it was not accepted. 
  
  
  On 5/26/23, the day after arrival, our guest decided that he wanted to go into the property and upon going inside stated that he would rather stay at a local family members house.  We offered another free upgrade to the unit below, a newer beach property closer to the ocean and the Guest stated some profanities such as "fuck off and die *****, I will *** your ***." We do record all telephone calls.
  
  
  Below is the listing which was offered to our guest, it is called "Beach Retreat"
  
  
  ***********************************************************************************************
  
  
  We do have a no refund and a substitution policy that our guest was made aware of prior to booking. Our guest did agree to our no refund policy as well as our substitution policy prior to reserving in our advertised in our listing, and during the booking process and also after reserving as stated  in the electronic agreement that our guest signed. 
  
  
  The substitution policy in our signed rental agreement states that we do reserve that right to substitute similiar properties at our sold discretion without liability.
  
  
  The property advertised to our guests was the exact property made available for our guest to stay in.  This is not fraud.  In addition, although we did not have to, we did offer our guests a free upgrade to a larger property with an additional better that was more recently renovated. We do have a no refund policy that we will enforce because we did provide the customer what we promised.
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented on of their beach homes. The home was called its the weekend the rental dates were for April 6- April 13, 2023. The cost was $1104.92. Upon arrival after. **************************** we pulled up to the house and there were multiple disable vehicles, and multiple rental units with doors wide up and furniture piles on porch. When we entered the unit we rented, it had been occupied and not cleaned. The bed was slept in with left over food bags and bottles of soda in the bedroom. The kitchen has a sink full of dirty dishes. The bathroom had an unflushed toilet. There were lawn equipment such as weed trimmers and chainsaws in entryway. It took approximately 30 -45 minutes to a speak with management. They didnt believe we were at the right unit. They ask me to email them photos. That process took another *********************************************** another unit until the next day and ensured they would clean our unit. This unit looked refreshed remodeled in the website photos to rent it, however it was dirty, had holes in the walls, the tile on the floor was cracked and filthy and we had to killed multiple bugs. The next day they said the unit was cleaned and offered us another day of stay for free. Due to prior commitments we could not accept and stay another day. They had not offered any further discount or refund. We returned to our original rental. We found it had been surfaced cleaned but it was still in very poor condition and looked nothing like the unit we rented. The floors had not been cleaned and were filthy. We attempted to mop them and make the best of it. That night we slept in our rental. Upon wake up, we had multiple lights burn out and our Schlage door lock would no longer work or lock. While waiting again for a return response, I attempted to take a shower only to be met with no hot water. I spoke to someone about 40 minutes before. I requested a partial refund and told them we were leaving.

  Business response

  07/05/2023

  Our guest reserved our Its the Weekend one bedroom beach condo on January 13, 2023 through our website for the dates April 6th through April 13th, 2023 and our guest later extended their vacation to April 14th, 2023 prior to arriving in the unit. Upon our guests arrival on the nite of April 6th, 2023 our management company did immediately provide an alternate unit because Its the Weekend had not met our property management cleaning requirements and our guests needed a unit immediately upon their arrival.  Our guests stayed one night in an upgraded property and then returned to the unit they had originally reserved on April 7th, 2023.  Our guests seemed to be happy in this unit until the day after they checked in on April 8th, 2023.  We had not received any communication or complaints regarding  completely worn down, holes in walls, tub was **************** was damaged and cockroaches, etc. we stayed that night with no other choice.  In honesty and based on our communications with our guests, we had believed that our guests were completely satisfied until they  indicated there was no hot water at 11:14 am in the morning.  

  
  
  
  

  We re-assured our guests that our maintenance team would be over at the property to fix the hot water issue.  And in fact, our property management team did repair the hot water issue before 1 pm, which was less than two hours from the original request to fix the problem from our customer.  

  
  

  In response to our guests concerns regarding completely worn down, holes in walls, tub was **************** was damaged and cockroaches, etc, our guests never discussed these concerns with us and in fact the unit was renovated two years ago and does not have old furniture. Also the property is regularly preventatively treated for pests and our professional pest control report is inactive for pests of any kind.

  
  

  Our guests did sign a non-refundable rental agreement and we did meet all advertised requirements. Unfortunately, we do have a no refund policy that our guests agreed to."

  We upgraded our guest to a larger three bedroom unit that was closer to the ocean.  We understood that our guest was enjoying their vacation. Had the guest notified us of any issues we would have provided another unit or recleaned and treated the unit as necessary. The unit was inspected for pests and the result was negative for pest activity by our professional pest control company. In fact, we were never provided with any of the issues until the guest had already left and so were not giving the opportunity to fix any of the issues. Per the rental agreement the guest signed, In the event a reserved accommodation becomes unavailable for rental use, we reserve the right to substitute a comparable accommodation or ***** a refund of your payments, at our option, without further liability. We were not able to offer another unit because the guest left without contacting us. The guest also agreed to our no refund/cancellation policy that  is stated before during and after the booking process as well as in the rental agreement/contract the guest filled out and signed. The guests do not qualify for a refund per the rental agreement.
  

  
  

  
  
  

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