Vacation Homes of Hilton Head

I have used this company for several years and have always had a pleasant experience. The staff is knowledge and always very friendly. I have recommend them to my friends and family who are looking for vacation on Hilton Head.

During this pandemic they are not refunding peoples cancelation and are offering credits for next year and then raising the price of the rental by almost double if not double the price of the original rental . Do not rent from them !

DO NOT USE THIS COMPANY TO MANAGE YOUR PROPERTY!!!
They (not renters) destroyed my property. I am forced to take them to court to make right after the owner refusing to make right. They made some major changes to my property against my express desires (found out of changes when I returned from vacation) and destroyed many of my cooking equipment and made the key to my owner’s closets available to the renters. I have an ocean front property that rents for $10 - $12,000 per week: they supplied cheap fall apart “no-name” Mexican toilet paper and polyester sheets for the guests (plus took my deluxe sateen sheets). Also note that two of the positive reviews below (Kate & Jacqueline) are written by their office manager and owner! Also Michael works there. I believe Keonte also works there (by her reviews, she lives in the area and works at a vacation home management in Hilton Head). I would not be surprised if the other two positive reviews were connected to the company. Does that not demonstrate their dishonesty? DO NOT USE THEM. YOU WILL BE SORRY!

My family left Ohio around 1 am and drove to Hilton Head arriving on Saturday, July 23rd very tired and wanting to unpack and relax for the first evening of our vacation. We had 10 adults and children staying in a beautiful oceanfront property. Let me be clear, we wanted this oceanfront property because the view was amazing, and my mother is going through chemo and we wanted her to be as close the the ocean as possible. We had stayed at Collier Beach Rd. two years prior and loved it! We checked in at 4:00p.m. My family is very concerned about always checking for bed bugs whenever we travel anywhere. While I understand these are luxury homes, bed bugs are something that can still occur. One of the families who we travel with is very experienced with how to check for bed bugs since a friend is an exterminator. She knows where and how to look, and this is the first thing she does wherever she goes before unpacking. She immediately began checking her family’s room which was on the top floor of the house. She found three dead bugs and asked us to look at them and what we thought. We had never seen bed bugs in person and weren’t sure. We Googled pictures and the bugs we had found looked exactly like the pictures on the internet. Everyone quit unpacking and we called the office at 4:30 and began checking all the rooms. We started to panic a bit. When we called, we asked if someone could come look and just confirm whether or not they were bed bugs.
They sent over the maintenance man who immediately said they did in fact look like bed bugs. He took pictures, and said the office would be in touch with us in about 20 minutes. We waited an hour and had not heard anything so we called back. We were told that they were trying to get an exterminator to come out and verify, but since it was Saturday, they weren’t sure they could get someone. It might not be till Sunday or Monday morning. We were very upset because all we wanted to do was unpack and start our vacation, and we were unable to unpack and didn’t know what to do. We had asked what our options were, if in fact, they were bedbugs. We were told they had no place to move us that was available. They could have someone come and spray but again, possibly not till the next day or Monday. This was concerning to us because, we had small children, a mother going through chemo, and spraying doesn’t kill the eggs which can be transported home. We were extremely tired, angry, and frustrated by this point. They said they would refund our money, but we drove from Ohio and would have no place to stay. We asked if they could look for a house possibly through another agent, and we again pleaded to get an exterminator there as soon as possible to just confirm or verify the situation because we needed to know what we were going to have to do. We wanted to stay at the house, but not if there were bed bugs. They informed us they would look and call us back.
We preceded to sit around for the next few hours with no phone call back. Four of us called and left messages with four different cell numbers to be reached and no one called. Needless to say, many of us were getting very angry. We began calling exterminators ourselves and were able to get a hold of The Bug Guy. We sent pictures of the bugs we found and he replied that they were bed bugs and he could come that evening. At that point, we were really freaking out and called your office again leaving a message that we were going to call the Health Dept. in hopes of getting a return call. A few minutes later, someone did call back and called my sister’s cell phone. She was not very understanding or polite. She said she left a message, but the number she must have called was a home phone number. (Upon arriving home, one message had been left only stating available houses). I tried to explain we had 1people sitting around not knowing what to do and no one was calling us back to say what was happening with an exterminator. What were we supposed to do? Her response was they aren’t going to refund until they confirm they are bed bugs, and the exterminators didn’t work the weekend. We informed her that the Bug Guy had answered us right away and saw our pictures and what he said. She said she would contact the owner and let us know. We never heard back from her that night. We ended up having to spend our first night purchasing air mattresses from Walmart and everyone sleeping downstairs on the tile floor near the entry still not knowing what we were going to do. Not the best way to start a vacation we paid $12,000 for.
The next morning, we still didn’t have a call so myself, and two other family members went to Vacation Homes office at 10 am. We had a discussion about our frustration at not being able to get an exterminator there soon to just verify what the bugs were. We were told they may be able to pull strings and get someone there that day (which was Sunday). We were told no one called them back and it was difficult to get someone. We explained that we were able to get a hold of the Bug Guy right away, and Orkin works around the clock. We explained we very frustrated that the situation wasn’t being handled very quickly, and there was no sense of understanding on their part. We again stressed that we have 1people waiting around and no one returns our calls. We were having to continually call and no one at the office seem concerned that we couldn’t unpack and start our vacation. As we talked, we continually stressed we wanted to stay at that house. That is the house we chose and we wanted, but with the Bug Guy, the maintenance man, and the receptionist herself, all saying it looked like bed bugs, that was a big issue for us and one that needed a resolution quickly before several days of our vacation were ruined. The most upsetting part was what came next.
They stated that they would not refund our money without confirmation from an exterminator. Great! That’s what we had been asking for since 4:30 Saturday, confirmation, yes or no. Then they began to tell us the conversation between and owner and employee regarding our situation. We were told the owner asked, “What time did they check in? What time did they call? What did they do? Take a nap?” Basically questioning the fact we called so fast. I stated again we always check beds first. They then said, “It looks like they had a credit of $700 last time they stayed.” I then questioned what she was saying by asking, “Are you insinuating that because we had a credit because of losing our groceries when a refrigerator went out, you are thinking we planted the bugs?” To which her reply was, “It does happen.” I think all of our mouths dropped. Really? We planted the bugs? For what? What purpose would we have? To have to start our vacation late, in another house we didn’t want that wasn’t beachfront? To drive 12 hours, get our money back and drive home? We wanted an exterminator at the house Saturday night to tell us what the bugs were so we could start our vacation. Not to wait around sleeping on air mattresses unable to unpack.
After leaving the office, they did call and say an exterminator would be there shortly. When the exterminator did show up, and confirmed that they were not bed bugs, we were thrilled. So Sunday afternoon, we could finally unpack and relax. The exterminator who came was very nice and he stated that he works all weekend. And again, the Bug Guy had been available and Orkin works 24/7. We still don’t know why someone wasn’t able to come out immediately on Saturday and why more urgency wasn’t put forward to help our situation. Instead, we had to wait around, call repeatedly, and be accused of planting the bugs ourselves. We will never book with Vacation Homes again, and my one wish is that in any similar issues with renters in the future, it will be handled much differently than it was with us. Never should a renter be told those things, and when you wait a year for your much needed vacation, pay a lot of money, drive 12 hours all night, that is not how anyone much less 10 adults and children should spend their first night. Never once were we told, “I’m so sorry. We are doing everything we can to get someone there as soon as possible.” There was no genuine concern or understanding, but very sarcastic, rude comments from Shannon which just made the situation worse. She is not a very good people person to be dealing with issues that arise. I understand things happen that are not their fault, such as the bugs we found. However, it is in how a company handle's the situation and the effort put forth that leaves the lasting impression of the company. Having a credit two years ago for a broken refrigerator should never be held against us and impact how we are treated two years later. Thankfully, the rest of the vacation went smoothly and we had a wonderful time. When I emailed a manager and owner of the company explaining everything that had happened, I again got a very accusatory response putting all the blame on our "predetermined suspicions." I reminded them that two people from their company and an exterminator had validated those suspicions. Again, no understanding from this company.