Complaints

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.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This rental should not be available for rent in the conditions we experienced.Our stay was September ****, 2023 at:**********************, *************************************************************************Repeated Urgent Tickets created with ****** Sand Stays company did not alleviate any of our many issues during our SIX-night stay.Here are the issues we encountered and reported with this property:oSewer smell in main bedroom and first floor hallway. Some days it was okay, but one morning it was so bad it woke us up at 4:00 am!oUnder Kitchen sink: water cartridge leaked in cabinet. As soon as we noticed this, we shut off the water valve, cleaned up water, and put a glass under cartridge.oMain bedroom (with circuit panel) has wall switch, outlet near bed, ceiling fan, and ceiling light not working at all. We found out after our stay that at least two prior renters also had this issue.oSecond bedroom air conditioner vent not properly sealed and vented. All the vented hot air came right back into the room.oSecond floor kitchen track light was working, then it stopped working. oOutside wooden walkway has broken and loose boards. This is a safety issue and is hard to notice at night due to the driveway side outside light not working too.During our 6-night stay NO maintenance person (or anyone!) was available to help. Maintenance couldnt even drop off a requested table lamp. How hard would it have been to drop off a light? We waited until 11:00pm on the day we were told a light would be sent and no one called/emailed or showed up! Horrible customer service and shows ********************** does not care about their renters! Multiple phone calls and emails to Sand Stays (creating multiple Urgent tickets) provided us with NO action.We paid $295.21 in service and host fees, for which we received NO service. Please issue a refund.

  Business Response

  Date: 10/03/2023

  Thank you for reaching out to us about the reservation at 37 ***** Creek for *****************. We take issues from guests seriously and want to let you know that the fan and a/c were addressed but parts had to be ordered and a new fan is in the works of being put up and replaced and the balance of the issues were completed after the guest had departed the unit. As far as the sewer smell is concerned, the house is close to the inlet and at low tide everyone in the area has that smell. We have reached out to our partner site who made this reservation for us and instructed them to refund the guest $200.00 for the issues they had during their stay. Thank you again for brining this to our attention.

  Customer Answer

  Date: 10/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************