Complaints

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• Initial Complaint

  Date:09/05/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My family booked a condominium through Southern Holiday Homes, arrival date July 28, 2024 through August 2, 2024. We chose the condo based on location as well as the balcony with an ocean view that was stated in the rental description. When we arrived we were told that painters were finishing up on the balcony. The next morning at 7am unannounced painters showed up climbing into our third floor balcony scaring my young son who was in the living room watching tv. We attempted to reach out to the company many times and were promised a call from the manager but they did not call. We had to deal with painters for three days of the five nights we booked. We were unable to use the balcony, the main asset of the condo. The reason for a premium rate is location and view, we were not able to use the main asset for three days. Not only the balcony was affected but the painters papered and taped the stairs exiting the building, we were on the third floor and three times the elevator was not working. We had my elderly mom and my son who was on crutches, it was very unsafe. We are requesting 50% off our stay amount for everything we had to deal with. We need your assistance because the company is not responding. We were promised an answer and a call through text messages and never received a call. The company was aware of the work that was being done on the property and it is standard procedure of other rental agencies to block off the week that work is being done so that the renters will not have to deal with things like this. This company dropped the ball and are not willing to help us with this matter.

  Business Response

  Date: 10/09/2024

  This guest was made thoroughly aware of balcony cleaning work being done before she arrived. 

  It is completely out of our control when and how long the HOA does work on these buildings. 

  What we are in control of is communication with our guest. In which we had proper communication with them.

  There is actually a moment where they could finish up the work if the ceiling fan was turned off and we politely asked them to turn it off, when the workers came back the ceiling fan was still on. 

  This guest was overtly rude to me, my team and the HOA workers. 

  She was communicated with before her stay, and during her stay. 

  We at Southern Holiday Homes are always here to assist with guests, of course even during times of high stress and frustration. It was very hard to speak and work with this guest as she made it difficult for us to help her or make her happy. 

  At no time was the elevator and/or the stairs was out of commission. When they were working by the stairs they absolutely made sure the elevator was working for these guests. 

  This is the first time I have ever had to handle a situation like this. We are a vacation rental company. We control the inside of the condo, not the building. The HOA controls the outside of the building. 

  Thank you