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Brooks and Shorey Resorts Inc. complaints

133 Eglin Parkway SE
Fort Walton Beach, FL
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(888) 244-4137

http://www.emeraldcoastrentals...

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Total Amount in Dispute:
$1,385.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against Brooks and Shorey Resorts Inc. closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
1 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
0 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Brooks and Shorey Resorts Inc.

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3/28/2024

RESPONSE: Making a partial refund Amount in Dispute: $1,384.97 Amount Settled: $0.00

Customer Complaint

3/13/2024

There was sand all over the floor, the sheets were dirty, the showers were filthy, moldy, dirty, and disgusting. There was pee on the floor in front of the toilets and toothpaste and hair in the sink, and on the faucets. We were in town for a funeral and upon my arrival, I noticed the sand on the floor, but not all the other stuff. We literally changed our clothes and ran out to go to a funeral that night. When I arrived home, I noticed the sand in the sheets whenever I popped out of bed to inspect the sheets. There was a bug next to my pillow. I have video and documentation of all of this, however, I clean things up that night enough for me to sleep there and the next day whenever I contacted them they wanted to send a cleaning crew, but my Party did not want people in our hotel room while we were at funeral with all of our belongings so since I had already cleaned up, I did not let them come in and now they Are not offering to help or assist me because I wouldn't let a cleaning crew come they should have had the condo cleaned before I came. I shouldn't have had to clean it. When I left a review, they messaged back stating that I had not contacted them until the day I left when indeed I contacted them the day I arrived, and that was a lie. They are rude. The reviews are terrible, and other people have the same problem and there are something wrong with the electrical unit because we kept flipping a breaker when the television and the living room was on and kept having t Resolution Sought Contact the owner and tell them that they are not caring for their property properly and refund my money so I can never see or hear from them again.

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Company Response

3/16/2024

I am sorry that Housekeeping was not up to her standards. We have housekeepers and housekeeping inspectors on duty seven days a week. One call and 15 minutes later the inspector and housekeeper would be there to address any guest concerns. This guest waited until the last day to notify us of any discrepancies. She requested a full refund also known as a (free vacation) and threatened to bash us on reviews if she did not get a refund. I checked the reviews of this condo from the guest before and it was 5 stars. I am happy to refund this guest the cleaning fee, even though it goes against our policy. Our policy is if there is a maintenance or housekeeping issue we will respond and and rectify it.

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