Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We stayed at one of their rentals advertised as Excellent over the Labor Day weekend. We were 6 families. From the get-go, there were many issues. Here are just a few due to lack of space to list everything. 1. The access code provided to us to get in the building was incorrect, which caused us significant inconvenience. After driving four hours to reach the beach house, we arrived before 9 PM but were unable to enter the unit. The phone number supplied was not working, leaving us stranded for over an hour with young children who were tired after a long day. Finally we found a back door that was unlocked and we got in that way after over an hour of being stranded. 2. We noticed that one of the dishwashers had MOLD in it. 3. There dryer was not working. 4. One of the toilets was broken. 5. The bedding was not up to standard. We found it uncomfortable. 6. On our last night, the smoke alarms went off at 1:30 AM, for no apparent reason, other than perhaps the batteries were not kept up with. 7. Additionally, we experienced heavy rain that night, and two of the bathroom ceilings were flooding very badly. Overall, this was the most disappointing experience I have encountered during our stay at ******. We spent over $10,000 for three nights and felt that the amenities provided were not reflective of that investment. Why wasnt the property inspected prior to receiving guests? I dont believe this property was ready and shouldve been listed to receive guests with this condition. They have major issues to fix plus mold before they can lure in unsuspecting travelers with their phony advertisement. We reached out to the management company, who offered $200 per family as compensation, but we found this response to be insufficient. We expected a high standard of service, based on the price and website pictures and descriptions, but instead received a much lower quality experience.I am contacting you to seek assistance in resolving this matter.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dates of issue: July 4 - July 7, 2023 I rented a 2 bedroom, 2 bath condo from Silver Sands Rentals for $1380.48 for a senior trip for my granddaughter. We arrived at the condo on 7/4 at approximately 4:00pm to find the thermostat reading 77 degrees. We adjusted the A/C to make it cooler and left for dinner. After dinner that evening, we realized the thermostat was not cooling as the temperature was still at 78 degrees. I called the Silver Sands office and they were closed until the next morning at 9am. Instead of calling the after hours number at that time, I called to report the problem at 9 the next morning (7/5). I asked that we either be moved or have someone to repair the A/C. Their maintenance guy arrived in about an hour and said we would have to turn the unit off until it defrosted and that he would return a few hours later. We then left the condo because it was so uncomfortable. Upon our return several hours later, the thermostat said 79 degrees. I called again to report the issue again and the maintenance guy came and stated he would have to get an A/C repairman. I called the SS office again to request to move to another condo as we were extremely uncomfortable. They told me they would call me back, but never did. The A/C repairman arrived around 6pm and said the A/C would have to be off all night. I called the office again to request to be moved and was told they would call me back but no one called me. The A/C was not repaired until the evening of 7/6 (the night before we checked out). We spent 2 miserable days and 2 nights without A/C and at one point the temperature was 80 degrees in the condo. I requested a refund from Silver Sands for 2 nights via email. I received a reply email from them with an offer of $119 and a refund agreement for me to sign stating I would not post negative reviews about the business if I accepted the refund. I did not sign the agreement.

  Business response

  07/28/2023

  First and foremost, ******, we are extremely disappointed to hear of your experience at Silver Sands. And we are speaking with our staff about the importance of following up and escalating concerns. Per your message in our portal, we are honoring your refund request and are issuing the refund through the *** site you booked through. We truly want to make this right, and we once apologize for this experience.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Silver Sands Vacation Rentals manages the "Short Term Rental" (***) process for the *************** Resort. With their management contract expiring on May 26, 2023, Silver Sands Vacation Rentals completely booked all available days on their website from June 1, 2023 through December 31, 2023. Consequently for our *** property at ******************* in the ****************, they eliminated any opportunity for our property to be booked during the peak booking season (May) for any summer, fall or winter rentals. For at least a minimum of 4 weeks in this current booking month, property can not be rented after June 1st through the end of the year. Silver Sands did this not only for our property but all other home owner properties who provide *** within the *************** Resort. This disgusting action has impacted numerous properties for thousands of dollars through no fault of the *** property owner. This action was also accomplished at the absolute worst time in any calendar year, resulting in the most negative financial impact possible on property owners through no fault of their own. This conscious action by Silver Sands also carried over to any other vacation rental web site (i.e. VRBO etc.). Desiring Short Term Renters can't rent any *************** properties. All of this has taken place after our monthly reimbursement to Silver Sands was automatically deducted from our account at the beginning of the Month of May for their management contract responsibilities during this current month. In contacting Silver Sands personally to resolve this situation, their representatives have been rude, condescending and offer absolutely no assistance for alleviating the problem caused by their own pettiness and inept management tactics.

  Business response

  05/30/2023

  Please know that we're truly disappointed about the separation of Silver Sands and the *************** Resort, as we tried our best to establish a ***************** relationship. Unfortunately, the two parties couldn't reach an agreement leading to the transition of the resort from Silver Sands to ****************.
  And we have been working with **************** to transfer existing reservations. We blocked calendars to prevent double bookings, allowing each site and booking platform to upload as quickly as possible. Our technicians originally aimed for a downtime of ***** hours, and now Sunflower numbers are directing to ****************. Additionally, our call center directs potential guests of the resort to ****************. In terms of photos, **************** has been provided with the contact information of the photographers so they can work on acquiring the rights to the images. And if you have further questions, please contact our office at ************.

  Customer response

  06/07/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I RESERVED A TRIP FROM **** THRU-9-18. WHEN I ARRIVED I NOTICED THAT THRER WAS ROACHES CRAWLING AND REFRIGERATOR NOT COLD WSHICH SOMME OF MY FOOD ITEMS SPOILED.I CALLED THE OFFICE LATER THAT DAY IN REGARDS TO ROACHES THEY CAME THE NEXT DAY and sprayed. the fact that i should not have to have waited a day and half that was so unsanitary. I SPOKE WITH SOMEONE NAMED ***************** AND SHE TOLD ME THAT SHE WOULD SEE ABOUT GETTING ME A NEW PROPERTY AN D GET SOME OF MY MONEY BACK. SHE NEVER RESPONDED BACK. I HAD MY FAM ILY WITH ME AND SHOULD HAVE N OT ENDURED THIS ON MY BIRTHDAY. CALLED SUNDAY NO RESPONSE. CALLED M ON DAY AND WAS TOLD SIN CE THEY CAM OUT AND SPRAYED AND REFRIGERATORF WAS FIXED IM NOT OFFERED AN Y COMPENSATION.

  Business response

  10/05/2022

  Hi, *********, and thank you for letting us know about your stay. I'm sorry to hear it wasn't what you were hoping for, especially on your birthday (happy belated birthday, btw). When you're celebrating a special occasion with friends and family, you want everything to be just right. So I regret to hear we left you disappointed. Pest control regularly manages the property, and they have since informed us that it's free of all unwanted visitors.  Additionally, we've created a work order for the refrigerator. Therefore, I encourage you to contact our office, as we would like to follow up with you regarding this reservation. Speak then!

  Customer response

  10/05/2022

  Complaint: 18052335
  
  I am rejecting this response because:i was told by lil that you guys would give me some of my money back. I am no longer at the beach house so that does not resolve anything. I should not of had to spend my stay with roaches i would like compensation like **** advised
  
  Regards,
  
  ***********************************

  Business response

  11/01/2022

  Hi, Marquitha!  We request that you give us a call at the office (************) so we can discuss any financial arrangements that way.  Please ask for Kastle or *****, and we'll talk soon.

  Customer response

  11/01/2022

  Complaint: 18052335
  
  I am rejecting this response because:there was no resolution.was lied too by company 
  
  Regards,
  
  ***********************************

  Customer response

  11/04/2022

  Complaint: 18052335
  
  I am rejecting this response because: there was no resolution. was lied too by company. I called and was told someone would give me a call back and was never called back
  
  Regards,
  
  ***********************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sister and I rented a condo from this business for vacation July 30th-August 6th, 2022. We encountered roaches our first morning, informed the company and they sent someone to spray. The spray did nothing to solve the problem, and we continued to see roaches, one of which was in my cooler. We informed the company again of the roaches, to which they offered to only send someone to spray again. At this point, I asked to speak with someone about compensation, and they said someone would reach out to me. I had to keep calling the next day and they kept giving me the run around, blurring lines of authority, changing who was in charge of what. Really frustrating. I had my father, a business owner himself, call their office who was finally able to get them to offer a refund for $280. We paid $1200 for that condo and all of our trip was spent dealing with those roaches. Not only is that bad business practice (on top of deplorable communication), but also extremely unsanitary. I was asked to email their main email about what i thought would be fair compensation, which I did and there was no response. I went to their office and they told me the person who I had been told was in charge and in communication with me had left for the day, and to email someone else on Monday. The email given to me was a fake email. Due to this my sister filed a charge back with her bank in hopes to get our money back for the horrible experience, and I filed a report with the ***************** for the unsanitary practice. We later found reviews from 2 years ago from people who stayed in that same condo with roaches. Clearly there is a problem and they couldn't seem to be bothered with fixing it.

  Business response

  10/20/2022

  *****, 

  This is in regard to our BBB Claim against ** filed by ********************* here at Silver Sands Vacation Rentals. 
  

  We do want to provide you with updated information. 
  

  The guest has been offered a refund and it appears that she rejected our refund offer. 
  

  Also, she has filed a chargeback case which is currently pending and being evaluated by our corporate team.
  

  Please see the attached documentation. 
  

   

   

  *************************** 

  Asst. General Manager

  p. ************
  e. ******************************
  a. 2217 Hwy 361 ************, ** 
  Vacation Rentals | Facebook

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ Condo Rental Review:Never received forms. Had to spend ride down on birthday weekend asking repeatedly for paperwork, providing license and insurance for golf cart that unavailable until the manager of the condos next door left her dinner to assist, had to ask four times for code to get into room, claimed they closed at 6:00 pm and arrived at 9:00 yet know one was available at either time to assist us, there was pubic hair in the shower, hair in the beds, cracks in the windows, yellow stains on the pillows meant for the pullout bed that had no bedding on it (again had nothing on it but someone elses hair) stains on the paper menu, flickering light all night and those are just the highlights. A Cheap motel would be less scary. I have stayed in fourth world hotels that were five stars compared to this disaster. The only redeeming thing was **** the receptionist, that was out of breath trying to help when no one else, including the manager who was no where to be found, and should be promoted. They claimed the unsanitary room cleaning during Covid and lack of golf cart accessibility were the fault of having subcontracting. I guess there is no awareness that a contractor is responsible for the actions of their subcontractors. No one should stay at the ************ or any other property managed by Silver Sands in ************. If you were to rate them on a **** scale it would be a -10. The ************ Chamber of Commerce should be ashamed of Silver Sands as they will ultimately destroy the economy, as well as the livelihood of so many small business owners dependent on a tourist economy.The experience only continued to get worse. A man along with a translator arrived and said he was to move us to Unit 2 from unit 3, which made since as we were told they were moving us to a two bedroom unit and he had the code to let us in to the unit. Then a stranger used the code to enter and the man told us to get out and that he was the manager.- [ ]

  Business response

  08/21/2022

  I wanted to apologize for this experience, *****. I expect my guests to enjoy a hassle-free stay, so I'm sorry to hear about the inconveniences you encountered during your Birthday celebration. And I expect better communication between my staff members, so I'm reviewing this case for training purposes. I also advise you to follow up with my office, as we'd love to discuss how we can move forward.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extremely disappointed in how Silver Sands AND AirBnB treated me. It has come to my attention (one week before our vacation) that Silver Sands has no record of my reservation and basically blamed it on Airbnb for not putting it on there grid whatever that means. Therefore, they are double booked and now Im forced to find another rental. I asked Silver Sands Vacation Rentals what date the other renters booked, she told me 7/5/22. I booked 6/3/22 but that didn't matter because I booked through a 3rd party. Im told to call Airbnb, and they tell me theyre not at fault. Basically theyre both pointing fingers at each other and really have no explanation as to what actually happened and who was at fault. I received notification from ***** at Silver Sands the day I booked my reservation on June 3rd confirming my reservation. Something tells me Silver Sands knew they dropped the ball and theyre just trying to cover it up. They only offered me 10% off- that wont cut it for me. Ill take my business elsewhere. Thankfully, I found another rental that will accommodate.After reading reviews on ****** regarding Silver Sands, I'm not the only person this has happened to. I paid $687.00 for our original rental and Silver Sands Vacation Rentals did help me find another rental BUT they would not honor the price. They quoted me $1200 for a new rental (and that's with the 10% off).

  Business response

  08/08/2022

  I'm so sorry we weren't able to complete your reservation, *****.  After investigating the case, we identified where the miscommunication arose with the booking site you used. And we're committed to preventing this error from happening again in the future.  Moreover, we still want to host you at a later date! So feel free to reach out to our office, and we'll be happy to find you another great option so you can apply that discount.

  Customer response

  08/08/2022

  Complaint: 17675956
  
  I am rejecting this response because:

  I have proof that ***** at Silver Sands Vacation Rentals personally confirmed my reservation on June 3rd which is the day I book that reservation. I spoke to Airbnb supervisor and they did put it on the "grid" after ***** confirmed it. This can not keep happening to families who work so hard to finally save up enough money to take their kids on a beach vacation all because one person at Silver Sands slipped up. I get that accidents happen, but after reading the ****** reviews, I know that I am not the only one this has happened to. Some one needs to be held accountable instead of pointing fingers at others. BUT the real kicker for me is the whopping 10% you offered me. 

  Regards,
  
  ***********************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a reservation on May 1, 2022, and paid $2350 up front for the property. We were promised a cottage stay that would be maintained by housekeeping and checked between residents to provide a quality stay and prevent people being accused of damages. We specifically got a place with two beds and a pull out bed, for two adults and four kids. We got ready for bed on our arrival date 7/17/22 at 8 pm, and noticed the pull out bed was broken. The mattress was stuffed in a closet. Since my two year old would be sleeping on it, we set him up on the mattress on the floor. The next morning, 7/18/22 we noticed roaches in the kitchen. We called and reported the broken bed, a light that wasn't working, and roaches in the kitchen. After we got off the phone, my son opened a folding closet door and the door fell on him. Maintenance arrived and walked straight in without knocking. He shut the door and then knocked and apologized as he thought "no one would be here". I showed him the door, the bed, the light and he did what he could at the time, replaced the light. Pest control came in, moved the fridge and a whole nest of bugs went running. We've called the property several times and they keep saying they will send housekeeping. We've asked to be moved and they've said they're full and can't move us. It's now been almost 24 hours since we reported the issue, housekeeping and management haven't showed up and the most anyone has said is "we are so sorry, we will follow up with the property owner".

  Business response

  07/25/2022

  Im so sorry to hear about your family's experience, *****, as we always want you to enjoy the time spent with us. And our property is regularly maintained by pest control, since we expect our units to be free of unwanted guests. Thats why we dispatched pest control as soon as you informed us that you saw insects. After sending a professional over, he later informed us he wasnt able to spray the entire cottage, as he didnt receive permission from you. But Im pleased to let you know that the property is free and clear of all unwanted guests, and we look forward to keeping it that way through our regularly scheduled pest control program. Im also glad that we were able to quickly assist you with some items that were out of place, like the light that wasnt working properly. We made it our top priority to bring you a pleasant stay, and Im sorry to hear that we didn't have another unit that was available at the time.

  Customer response

  07/25/2022

  Complaint: ********
  
  
  I am rejecting this response because:We were told repeatedly that the property managers would contact us and that house keeping would come by and neither happened. The pest guy worked hard to do what he could, however my son was asleep in one of the rooms, he has asthma and I wasn't comfortable with him breathing in chemicals. The pest guy sprayed every room except that one, which was the furthest from the kitchen, where the infestation was, and we were very grateful for his assistance. There was no offer made by the property owner to make us more comfortable, we wouldn't have minded moving to a different area if necessary, the only assistance offered was for housekeeping and a call from the property manager. Even the city health inspector couldn't find the property manager. I should not have been crying on the phone asking why there wasn't a solution and why we had to be okay with staying with roaches.
  
  
  Regards,
  
  
  ***********************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a beach home in ************ thru Silver Sands Vacation Rentals for the dates of 4/24/22-4/27/22. We paid an additional $300 to have the hot tub heated during our stay. Upon our arrival on the afternoon of 4/24/22, there was a Silver Sands maintenance person at the ************* stated that he would turn on the heater. The hot tub never heated up & was ice cold even the next morning. The next morning, Silver Sands sent out someone from a pool maintenance company who advised that we would have more control of the temps if we had the remote control. He advised us to call the rental office & ask where the remote was located. The rental office rudely advised us that tenants were not allowed access to the remote control. The pool maintenance worker was dumbfounded at this statement & proceeded to set the heater. The hot tub did heat up but so did the pool. With the outside temp at 85F, we did not need the pool heated & as a result, the pool was not useable (at 100 degrees). Once again, we called the rental office. A Silver Sands worker arrived. We advised that we would like the hot tub to be heated but not the pool. He stated that this was not possible. While he was there, another rep from the pool *** happened to be driving by & stopped to see if he could help. He advised that we could indeed have the hot tub at a different temp than the ********* showed the SS worker how to set it that way. We were told that the pool would cool off rapidly. It never did. The next morning, everything had reverted back to being completely turned off. The pool pump was not running, the hot tub was not working or heating. SS sent out a third different maintenance person who advised that we could control everything with the remote. This being the remote that we were advised we were not allowed access to. He located the remote & set the temps as we had requested. This was our last day at the home & the only day that we were able to enjoy both the pool & hot tub.

  Business response

  07/12/2022

  Response is attached.

*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. ↩