SeaBreeze Vacation Rentals LLC

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min-height: 17.0px} span.s1 {font-kerning: none} Revdex.com,   On the second day of the guest’s stay we received an email listing items she was unhappy with which included, spotty Wifi service, some kitchen lights that were not working, not enough coffee mugs and plates for 8 people, a small dining table, uncomfortable beds, old pillows, stained linens and cleanliness issues. The guest said in order for her to stay we would need to buy 5 new mattresses (which she later reduced to only the master bedroom mattress), replace all the pillows, provide better WiFi, send cleaners back to properly clean and lower her rate. In her email, she wrote that if we did not do these things she would post the video on every site she could find and pursue legal action.   As is customary when we receive a complaint of this nature, we sent an inspector to meet with the guest to look at the issues raised and help prepare a plan to try and resolve the guest’s concerns. The inspector confirmed the pillows could be replaced (and we did so immediately) and that there was a rust stain on one of the sets of linen (we made arrangements to replace them). He explained to the guest that because there were only 4 people listed in her reservation, we made sure there was enough dishes, etc. for that amount of people, but that we would be happy to add more. The inspector could not confirm the problem with the WiFi, however, included in his plan to add a hot spot to the property for the guest. The inspector did not find the beds to be in the condition the guest described. The guest showed the inspector some utensils that she said were dirty on arrival and that there was sand on the couch which they had taken care of themselves.   After the inspection, we advised the guest that we would be happy to send the cleaners back, replace all the pillows, replace the linens, and troubleshoot the WiFi and provide a hotspot if necessary. In addition, we said that we would not be able to replace the mattresses or reduce the rate.   The guest chose to check out and file a credit card dispute. The guest lost the credit card dispute and has now filed her complaint with you.   We met our obligation according to our contract with the guest by quickly responding to and addressing the issues she raised.

I usually do not complain but I have never stayed in such a poor condition place. The advertisement said it was recently remodeled. Yet pics of the place having a glass shower door was false. The floors were stained and the walls scuffed. There were cobwebs in each room. The hot tub had a two inch brown ring around it because the intake for the filter was,plug with hair. We ran out of shower soap and was promised they would bring some over the same day. Never happened. The place was infested with ants. When we first saw the ants we asked that they spray in the bathroom.. That night when we got back to the place there were more ants crawling up the wall by the bathroom door. I asked for a can of spray to be brought over so that we could deal with the problem. The next day we get back and there are about 30 ants in the middle of the living room near our suitcases. An electrical outlet was loose and the cover broken. The rental property is not properly taken care of.
We are charged $150 cleaning fee for what? Washing the sheets and towels. Apparently they do not service the rental.
As for parking you have a place providing that a local does not take your spot in the garage. Then parking is on the street wherever you can find a spot. Do not use this rental agency.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Arial; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000; min-height: 14.0px} span.s1 {font-kerning: none} To the Revdex.com, On the third day of the guest’s stay (April 21,...

2017) she contacted us asking to be moved to another unit because of a musty/moldy smell at the property. She told us that she has asthma and it was acting up. As is standard procedure, we sent an inspector to the property who confirmed with the guest that there was no mold in the home (all areas of the home that the guest complained about were checked with the guest present). In addition, we checked our guest history records and found no complaints of health related issues. This is a popular rental which is rented almost continuously and it is thoroughly cleaned and inspected after each guest. Nothing unusual has been identified during the process. The guest was given her cancellation options and informed us she would be departing that day and to please move forward with cancellation for both her current reservation and her reservation for the following week. We processed her requests accordingly. The following day, on April 22, 2017, the guest contacted us via email and said she had changed her mind and did not check out yesterday, and in fact had decided to stay until her original check out date of April 27, 2017, however, she still did not want her 2nd reservation for the following week..We informed her we would move forward with the cancellation of the 2nd reservation. On April 24, 2017, the guest contacted us via email stating she decided she wanted to keep both reservations. We had already processed her cancellation of the 2nd reservation, however, as requested we reinstated her 2nd reservation.  On April 25, 2017, the guest reported a backed up sink and that water had leaked onto the floor. A plumber was called to clear the sink the same day and our operations team cleaned up the minimal water. The house was left clean. On April 26, 2017, the guest contacted us again via email and said that she was checking out and canceling her 2nd reservation again. The guest left on the last day of her stay for the first reservation and we processed the cancellation again for her second reservation. In her email, she said she had photos of black mold and we responded reminding her that we had walked the property with her and found no mold and that she had never reported finding black mold nor did she show it to the inspector. We inspected the property after receiving her claim and again, found no mold of any kind. The guest chose to stay at the property. We completely met our obligation under both contracts and therefore did not offer compensation. Tell us why here...

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000; min-height: 14.0px} p.p3 {margin: 0.0px 0.0px 0.0px 0.0px; text-align: center; font: 12.0px Arial;...

-webkit-text-stroke: #000000} p.p4 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Helvetica; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} span.s2 {text-decoration: underline ; font-kerning: none} To whom it may concern at the Revdex.com,   Shortly after the guest arrived to our unit # [redacted], she called to inform us that she would not be staying at the property as it was not what she is use to and that it was filthy, We immediately offered to send a cleaning team back to address any issues for her. At first she declined the cleaning crew, however eventually she did agree to have cleaners come back and clean. While the cleaning crew was on the way, she called again stating that the house smelled of cat urine and that her husband was allergic to cats and that due to health issues, they would not be staying in the house and demanded a full refund. The guest left that evening and stayed in a hotel. The following morning the property was inspected by two managers and both reported that there were no signs of a cat. The guest was informed that we could not substantiate her claim that a cat had been in the property, The guest however insisted that we move forward with cancellation of the reservation.    Responding to the demand for a full refund, we made a goodwill offer to refund one nights room and tax, due to her dissatisfaction with the cleanliness of the unit when she arrived. The guest rejected our offer and filed a credit card dispute. The guest lost the credit card dispute and then threatened us with legal action and a complaint to the Revdex.com.    The following are the two issues in the contract that were addressed with the guest::   Section 9 of our contract states: SBVR as the property manager, will make reasonable efforts to have any damages or notable conditions (reported by the Tenant that affect Tenant's use and enjoyment of the Property) addressed or repaired in a timely manner. If the damage or notable condition reported by the Tenant is addressed by SBVR in a timely manner, then SBVR will have met their obligations and the guest will not be eligible for refund. In addition, if the Tenant fails to report the damage or notable condition prior to their departure, (thus not allowing for SBVR to address or repair the issue(s)) then the guest will not be eligible for refund. If SBVR is unable to address the damage or notable condition in a timely manner, a compensation request form will be provided to the guest to allow SBVR to review the details of the request (with the property owner, if applicable) and present an appropriate refund based on the specifics of the damage or notable condition.    We met our obligation by sending cleaners back to address the cleaning issues and by inspecting the property for evidence of a cat. Upon inspection the property was clean and there was no cat urine and no cat hair in the home.   CANCELLATION POLICY If I (WE) cancel our reservation more than 60 days prior to the occupancy date, the deposit is fully refundable minus a $250 cancellation fee and 4% credit card processing fee. If I (WE) cancel 60 days or less prior to the occupancy date, SBVR will make every attempt to re-book MY (OUR) Reservation. -If SBVR re-rents the property for the week of MY (OUR) reservation at full price, I (WE) will receive a refund equal to 100% of the total paid minus a $250 cancellation fee and 4% credit card processing fee (if applicable). -If necessary, SBVR may re-rent the property for the week of MY (OUR) reservation at a discounted rate in order to secure a last minute reservation. In this case, I (WE) will receive a refund equal to the newly discounted rate minus a 4% cc processing fee and a $250 cancellation fee. -If SBVR is unable to re-rent the property for the week of MY (OUR) reservation and the cancellation occurred 60 days or less prior to the occupancy date, the deposit is non-refundable.Cancellations to multi-week reservations are subject to the same policy, however a cancellation fee of 10% of the total rental rate is applicable in lieu of the $250 cancellation fee.   As requested by the guest, we processed her cancellation request according to the contract.   We did our best to work with this guest and even though we did not have a contractual obligation to do so, we offered her what we felt was fair compensation for her initial inconvenience.Tell us why here...

I have researched the complaint and I can see the guest did report that there were cleanliness issues reported to us when she arrived and we did offer and did send cleaners back to address the issues. The following morning she notified us she was leaving and sent in a request for cancellation....

We processed her request according to our contract with her. All of the above was communicated to the guest.Kind Regards,[redacted]Director of Guest Services

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underline ; font-kerning: none} First of all, Mr. [redacted] wrote in his email to us "Generally speaking we've enjoyed our stay. It's a beautiful view & a nice home." Unfortunately, our guests did experience some inconveniences during their stay, so we reached out to them and offered compensation. Mr. [redacted] responded saying he was insulted by the offer.  Our offer was made after review and consideration of each issue raised. All issues during his stay were addressed promptly and we found the quickest possible solution. The washing machine did break during the guests stay (the dryer was not broken) and we immediately offered complimentary fluff and fold service, which Mr. [redacted] declined. When it was determined the washing machine could not be repaired, we replaced it shortly after his stay, The windows are on a regular washing service, however, being so close to the ocean and weather conditions on any given day can cause the windows to become dirty.  Of course, we sent the window washers to clean the windows when it was brought to our attention by Mr. [redacted]. Concerning the hot tub, we repaired it as quickly as we could as a new water pump had to be ordered. Finally, we so rarely get complaints about noise, we have to regard the issue as subjective. Again, we realize that there were inconveniences our guest experienced during his stay and we offered a $250 cash refund along with a $250 voucher toward a future stay. We believe this was a fair offer.Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12241196, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[There has been no offer made to me.  The company did not address my issues when I contacted them and I have photographs and witnesses to prove the condition of the house was not suitbale for occupancy.  In addition their resolution was to send cleaners over but not for another day or two becasue they were too busy.  This complaint has not been addressed and the company is simply lying.  On the review I posted on their site they lied about the price I paid and also lied that they have never received a complaint.  This company should not be rated well by the Revdex.com.  Apparently they are just going to continue to lie about the situation but it should be noted that there is zero resolution here.  They have not offered me anything!]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I do not agree to their offer, as they are offering nothing, not even taking responsibility for not allowing me to receive a refund to a home that I could not stay in for health purposes.  I would like my review that I submitted to their website posted and I would like my complaint posted to the Revdex.com.  ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Using words I previously used towards you against me does not resolve the issue. I have previous emails from Seabreeze that state and I quote, "By accepting this refund, I agree that this issue has been resolved. There will be no additional requests for compensation and all negative reviews posted will be removed and proof will be submitted to SeaBreeze Vacation Rentals prior to processing any compensation. There will be no new negative reviews to follow." So if anyone is being unethical, I believe it is Seabreeze. For a company to only offer compensation based on removing an honest review so that future costumers will not see what really occurred during a client's stay is keeping others from the truth since you may believe that this will deter business. The fact of the matter is, is that I did not receive compensation because I did not agree to these unethical terms of removing an honest account of what occurred during my stay at one of your rentals. Based on your own words and on Seabreeze's website, it allows you to enter your review. Yet, mine has not been posted and I did not receive compensation either - based on your terms that you stated in an email to me on 9/16/16 - nor do I want compensation. Principle and upholding my morals and values cost more to me than monetary compensation. I am simply pointing out the fact that Seabreeze did not uphold its own words and statements on their website and in emails to me that my honest review would be posted whether I receive compensation or not - which I clearly did not accept. Let their responses here even further defend the type of business they are as it clearly shows they care only to further themselves financially rather than address the treatment I received at their so called "luxury" property. Again, I do not want monetary compensation. I am merely requesting that they stand by their own words that they stated and post my review.  
Regards,
[redacted]