Resort Rentals of Hilton Head Island, LLC

After reviewing the complaint, we have realized that mistakes were made during the cheprocess Due to their response and recounting of events, and while we don’t necessarily agree with their version, we have decided to issue another refund of $to go with the $that has already been refunded to them

Thank you for your replyAs we stated previously and as noted in our rental contract, pest control is handled by the Association Management Company and therefore is not within our control regardless of the type of pest involvedIn good faith we offered to move your family to another property at no additional chargeThe exact dollar amount difference between [redacted] (located across the street from the beach) compared to the [redacted] (Ocean View) that was offered is $Since this was not satisfactory to your family, we agreed to refund $from your total of $ We were not obligated to do so under the terms and conditions of our rental agreement, which Mr [redacted] read and signedIt’s worth mentioning that no guest prior to your stay or since has mentioned any problems with pest as of today 7/29/2015, weeks after your visit We believe our efforts to remedy the situation in your case were fair and we are not prepared to offer any further compensation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAfter receipt of a check in the amount of $from Resort Rentals of Hilton Head, I will consider this to be a satisfactory resolution
Regards,
*** ***

It is nice to know you have a guest sign a contract you have no control over anyway. I guess that is a good way for you to pass on accountability to someone else. It's also worth mentioning that Mr*** signed the contract, I did not and do not agree with the way it is being handled. I will mention your company and condos to anyone visiting *** *** and how this was handled and what is hidden in your fine print as well as the walls
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Thank you for your response. However, I don't feel it really never addresses the true reason for our complaint (see attached letter). We left the *** *** *** condo because of the German cockroaches we found dead in the kitchen, not the Palmetto bugs you refer to in your response (which is, in fact, just another name for the American cockroach). Once we did the research and found out just how easily these insects can be transported and how quickly they can infest your home we made the decision to move our belongings out of the condo immediatelyWe decided not to stay in the *** *** condo that was offered to us because, as we stated in our original complaint, we didn't like the condo and it wasn't even in the location we wanted to stay on the ***. I’m also confused as to how this is being presented as a significant upgrade from the original condo when it appears the pricing between the units is very close (see links below) ***Despite the allegations in your response, I assure you we didn't decide on a whim to waste an entire day of our family vacation that we had planned for months packing our things, leaving half of the groceries we had just bought, and driving for four hours to *** *** because it was “more familiar”. We made this decision out of desperation to get ourselves out of a situation we were placed in due to the lack of effective pest control in your resortI guess at $1,a week we just assumed we would not have to deal with something like cockroaches. For a family of this is a lot of money and only being able to recover part of this expense now puts us in a bad position financially
Regards,
*** ***

When I spoke to Mr*** on Wednesday 3/30/and received their itemized list of items they wanted to be reimbursed for, I explained I would need to discuss this matter further with our Broker in Charge and the owner of the condo where the problem originatedminutes later they filed this
complaintSince then we have reached the owner who did agree to cover the additional rental fees for the property they elected to choose that would normally be $more but reduced to $In addition the owner has agreed to compensate the *** $for their personal itemsIn verbal and written correspondence with the ***, they have accepted this agreement and this matter should now be resolvedPlease don't hesitate to let us know if we need to provide any other details or if you have any questions.Sincerely,*** ***###-###-####

After reviewing the complaint, we have realized that mistakes were made during the check-in process.  Due to their response and recounting of events, and while we don’t necessarily agree with their version, we have decided to issue another refund of $236.00 to go with the $750.00 that has...

already been refunded to them.

Thank you for your
reply. As we stated previously and as noted in our rental contract, pest
control is handled by the Association Management Company and therefore is not within
our control regardless of the type of pest involved. In good faith we offered
to move your family to another property at no additional charge. The exact
dollar amount difference between [redacted] (located across the
street from the beach) compared to the [redacted] (Ocean View) that
was offered is $307.95. Since this was not satisfactory to your family, we agreed
to refund $761.99 from your total of $1449.49.  We were not obligated to do
so under the terms and conditions of our rental agreement, which Mr. [redacted] read
and signed. It’s worth mentioning that no guest prior to your stay or since has
mentioned any problems with pest as of today 7/29/2015, 6 weeks after your visit.
We believe our efforts to remedy the situation in your case were fair and we are
not prepared to offer any further compensation.

To whom it may concern;                                                                              ...

                              July
17, 2015
 
Re: RevDex.com Complaint #[redacted] – Resort
Rentals of [redacted]
As Ms. [redacted] mentioned in her letter, her family had a
reservation to stay with us at [redacted] from 6/13/2015 to
6/20/2013. We were contacted on Sunday 6/14/2015 by her to report the presence
of palmetto bugs in the villa. We immediately dispatched one of our staff
members who attempted to treat the unit with over the counter bug spray since
the Associations Professional service provider [redacted] was
closed. Our staff member explained to the [redacted]’s that we could have [redacted]’s come
back out on Monday when they reopen so they could attempt to treat the villa
more thoroughly if they desired. Shortly thereafter, it became clear that they
were not going to be satisfied with this course of action so our personnel
offered them an alternate upgraded villa from their tropical view unit located
across the street from the beach to an oceanfront complex in another area of
the [redacted], which sells for substantially more than what they had contracted
for. While our staff member was with them at the [redacted] he
overheard the [redacted]’s family discussing that they would rather go back to [redacted] where they were more familiar. They agreed to look at the other unit at
the [redacted] Club Complex in the [redacted] area but it was obvious to my staff member
that they had already made up their minds to go elsewhere.
The [redacted] has routine monthly pest
control and in the attachment #1, it outlines their service dates accordingly
for you to review. It’s worth mentioning that the [redacted]’s reviewed and signed
their rental agreement (attachment #2), which includes the Vacation Rentals
Terms and Conditions (attachment #3), which clearly states under the “Resort/Complex
Amenities” section of the agreement that “Resort Rentals of Hilton Head
does not control, nor is responsible for resort/complex amenities, including
but not limited to Pool/Spa Closures, Elevators, Health Facilities, Pest
Control etc.”.    In addition, our contract states in the “Cancellation
Policy” section of the terms “For a refund of monies, cancellation must be
in writing and received 91 days prior to arrival date. For cancellations made
prior to 91 days of arrival, there will be a cancellation fee assessed of $100.
Cancellations made between 90 days and 31 days of arrival will result in a
forfeiture of the 40% deposit. Cancellations within 30 days of arrival will
result in a forfeiture of full contracted amount. Cancellation Insurance is
available for an additional fee. (This insurance is available only to guests
who reside in the U.S. and Canada. Third party reservations are also not
eligible.) No refunds will be given for early check-outs or no-shows.” Despite
the clearly defined terms of the rental agreement and as a good will gesture by
us, we refunded more than 50% of their money when we weren’t obligated to do
so. The [redacted]’s had this reservation on the books since 2/25/2015 and due to
their early departure, there would be no chance for us to recoup any of the
money we refunded for this individually owned rental property that we manage
for our owner.
In conclusion, we decline to compensate the [redacted]’s further
and feel that we were not only responsive to their concerns throughout the
process by making an effort to remedy the problems they encountered, offering
them alternative accommodations in an upgraded oceanfront complex and
ultimately refunding them more than 50% of their money when we had no real
obligation to do so. Thank you for taking the time to review this case and if
you have any further questions or concerns, please don’t hesitate to let us
know if we can assist you further.