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Business Profile

Travel Services

Home Hotel Collection By Staydalexander.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:09/26/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I rented a vacation home in Destin, July 2-9, 2022. There were a multitude of issues throughout our stay beginning with how dirty the house was, to lack of linens, broken or missing items (high chair, hot tub, no blinds on bedroom atrium doors, gas leak for which we called the FD). All of these issues and more were communicated to the management company; however, it was either not handled; or it was provided several days into the vacation. They offered a small monetary refund; however, it was not sufficient for what we had to deal with throughout the stay; and the items we were missing and had to purchase, and/or not having use of at all. The FD turned off the gas, so we were not able to use the stove until turned back on. At which time, management did not let us know that we needed to re-light the water heaters, in turn, having no hot water for several days. I provided the management with photos and specific details and a timeline of events. I am requesting a full refund for our stay, as there were many more issues that we reported to them and nothing was done about it. The FD and County had also stated that this was the third time that they had been to this property within a month for the gas issue.

    Business Response

    Date: 10/19/2022

    On July 2-9 we hosted ****** ****** **** ***** ********  ******** check in time was 4PM on July 2.  ****** showed up to the house at 2PM requesting to enter.  Our cleaners were still cleaning and inspecting the property and he was told he will need to wait until 4PM as per his booking confirmation.  At ******** request our cleaners expedited their clean to allow him to enter as soon as they could as that was his preference. At 5:36 PM ****** reported several cleanliness concerns that were not to his expectations.  We immediately scheduled for our cleaners to go back and resolve his concerns.  Due to this being July 4th week, our cleaners were scheduled to arrive the morning of July 3.  At 9:30 AM ****** reported a suspicious gas smell and called the Fire Department.  At an abundance of caution the fire department turned the gas line to the stove off.  The burner of the stove was repaired the following the week.  We reimbursed ****** the full cleaning amount (even through the house was cleaned and expedited at his request.  we also reimbursed additional funds for his trouble with the stove and other items totaling $1,858 on July 28.  Please let us know how we can help you further in this matter.   

Home Hotel Collection By Staydalexander.com is NOT a BBB Accredited Business.

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