Resort Realty Outer Banks
reviews and complaints

we drove 7 hours to a beach house I had rented online months ago. an hour before we arrive, actually RIGHT AT 4pm CHECK IN TIME, I get a call that our house is not available to us now due to a competely dead AC. This was upsetting enough as I'm hurtling along the highway bone tired from driving 6 hours but as I'm talking to the agency rep, it becomes apparent she really doesn't care that this is happening. After various calls back and forth to the other members of our group who are also driving long distance and this rental person, I'm having to ask her what they're going to do about this? she talked about the refund, but we're 7 hours from home at high beach season with two dogs, three kayaks, several people and no where to stay. She offers a couple properties, one had limited water access, the other had none. We come down to fish and kayak so we specifically rent a house on the sound. She made it clear they will not spend one additional cent to get us a property on the water if it costs more. Since those properties weren't rented for the week, the owners could've at least had some income. They also would not pay to put us in a hotel for the night. We were all still driving so we couldnt research properties and obviously there wouldn't be much left. I asked if she was calling other rental agencies for us and she claimed she called one. It was now almost 5 on a Saturday so other places were going to be closing. She seemed impatient for us to make a decision. Basically I was dealing with a robot and if she represents the company, they have no feelings and are just horrible for doing this to us. Most of us work high stress jobs, so hitting me with this as we arrive for our only family trip of the year was just hideous. this agency could care less about your hard earned vacation, so do not entrust it to them. I have rented beach properties for my family for at least 30 years. problems do occur and we have always had realtors that do their utmost to correct things and go the extra mile to make us happy. They made it very clear they would do only what is on the contract & too bad for us if we're stressed to the max. We ended up paying $750 for 2 rooms in a not so nice hotel. All our belongings luckily were not stolen from our cars that night. We rented from another GREAT agency, SUN REALTY, but couldn't move in til the next day since it was a Sunday rental. So we literally lost one day of our vacation, just figuring out what to do. Sun Realty treated us wonderfully. We will definitely never use Resort Realty again.

The housekeeping and maintenance were horrible. The house was not clean upon checking in. One of the bedrooms was unusable due to the smell of smoke. One family member had to sleep on a dirty couch during the stay. The furniture needs to be replaced in the upstairs family room. The pool was full of sand the entire week even though I placed 5 service calls. The drain in one of the King masters shower was clogged as well as the garbage disposal in the basement sink. The deck around the pool was mostly covered with sand. Upon talking with Management at Resort Realty it is obvious they don’t care since their properties are already booked for the summer. I was told that since I initialed the contract I would not receive any refunds even for the unusable bedroom. First and last time using Resort Realty.

I don't know how they have an A+ rating. Have you read the reviews? If there is a problem with the house, they don't return your phone calls or emails! This is my first day and already the house wasn't cleaned properly, we dont have.access to the washer and dryer that was listed as an amenity in the houses description. All the double beds were given twin sheet sets, so now my family is sleeping on the.couches due to the sand and lack of cleanliness of the matress pad. You need to revisit their rating because you are giving visitors a completely wrong idea. This company is terrible!

Worst realty company I have ever dealt with. Arrived on the island at 6:30pm, 2 1/2 hours after check in. Our code worked in the door which we were told it would not work if your property was not ready. Walked into a filthy home, towels everywhere, dirty bed linens still on the bed. I contacted their answering service and they on call person called me back and basically told me they haven't cleaned yet and she didn't know when they would be by. She even mentioned that it could be all the way until midnight. Absolutely unacceptable and their customer service was awful. I have called the office twice and left messages to speak with someone concerning the issues and no one will return my calls. Save the aggravation and stress and rent with someone else. We having be coming down for 42 years and this is the first and last time we have used Resort Realty. I gave them 1 star because it would not let me post with no stars.

Worst rental company I have ever used! I don't even want to give them a star! The pictures online don't seem to be updated, when we got to the home the house had NOT been cleaned. It was a pet friendly home, so a little pet hair is to be expected, but no - it was floating in the air! The deadbolt on the door could be seen through. My 3 yr old almost stepped on a roofers nail - barefoot! - on the screened in deck. Later that same day my husbands foot went through the deck, NO ONE at the rental company asked if he was okay. Then the following day, our one year old found a sharp piece of metal that she almost swallowed! IN THE HOUSE. There were ants, big and small, everywhere too. We cut our vacation short and left the following morning - the home was unsafe, dirty, and the people were rude. PLUS the handyman that came out to fix the deck said that this home ALWAYS has problems. They also lied about ME calling them about the home being dirty and denying having a cleaner come to the home - that did not happen. I didn't call them, or turn down someone to come out and clean.

We recently stayed in a Resort Realty home in Nags Head, NC and was appalled by their lack of customer service. Besides numerous communication issues we arrived at our rental beach home to find that it was VERY unclean. We were assured that extra steps were being taken to maintain a clean rental home during this COVID pandemic, but that did not happen. Food was left in the kitchen sink, every bathroom mirror was dirty, all bathroom sinks were covered in toothpaste, toilets covered in pee/hair/poop, crumbs everywhere, and even a pair of dirty underwear was found in a bedroom. I called to complain and was only able to leave a message and when finally got a call back an hour or so later I was told there was no cleaning team available to come back out. My family of 8 were forced to clean the 6 bedroom house ourselves for 2 hours and pray we weren't exposed to COVID. Completely unacceptable! The next afternoon someone from Resort Realty finally called me back only to give excuses and thought $50 was a fair refund. Disgusting...the house and they way they handled this! We will NEVER be renting form them again!

I was very disappointed with our rental called Easy Times. Upon our arrival on Saturday, July 18 the house had not been cleaned so we spent the first afternoon cleaning. Behind bed in master bedroom was a small trash can with soiled tissues in it. We did not use the oven until the next day, Sunday. While cooking the oven quit working showing an error code on the display. I called but no answer and left voicemail explaining the issue. We then went to use outdoor charcoal grill only to find the handle rusted off the cover so no way to use that. No one showed up to resolve the issue the next day so I called again, only able to leave a voice mail. After calling every day we had a repair man show up Wednesday, half way through our week's vacation only to tell us he couldn't fix it and would notify realtor. Continuing to call all week with no other response we spent the whole week with no oven or grill and were unable to cook meals at all. I have sent several emails to Resort Realty since then with no response other than it has been forwarded to management. I understand things happen but the way they are handled really says all I need to know about their customer service. I am still waiting resolve to this issue. Please help.

We had a family reunion booked for July . We were shocked at the prices of Outer Banks rentals i.e. $7000 for a week! (OBX was chosen by family members in the DC area), especially when the beaches are brown. We own properties in the Destin FL where the water is clear turquoise, the sand is white, and the prices are half those of OBX. When we tried to cancel our house due to COVID (the reunion involved several elderly people), Resort Realty was impossible to get a hold of. We emailed and called. They never returned our call. Then my husband had to go into their ridiculous portal to look for a response from them which came a week or two later. Who has heard of a company that can't send you a direct email? They said we have 2 options: 1. a cancellation letter and we could get back most of our $3700 we had down IF they re-rented the place "for us," or 2. we rebook it within the calendar year. What? COVID will not be gone in 2020 and there will be no vaccine this calendar year. Furthermore, we have kids who will likely be in school. But we can't discuss this with Resort Realty b/c they won't answer their phone. This is especially a slap in the face because, as owners of rental properties, we answer renters' calls and emails within hours, and we have fielded these calls nonstop since COVID began. We also give a year grace period; the renters can postpone their stay until the exact dates next year. (What family that booked in June would want to stay in October?) The owner of our cancelled spring break condo gave us the same option, as did our friends' condo owners. This rental company is infuriating. Steer clear. Better yet, make the trip down to Destin FL where the beaches are actually beautiful, for half the price.

I would like to warn people against renting with resort reality in Nags Head NC. If there was a zero star, they would get a zero. Upon arrival to our *** beach cottage, we noticed right away that the outdoor shower was spewing water. There was a hole in the pipe. Water had to be shut off from the outside. As we continued to tour our beach home, the grill outside was caked with residue and grease and the outdoor refrigerator smelled of vinegar. The freezeboard on both sides of the house had holes in them and we knew that wasn't a good sign. Yard had trash and wood amd overgrowth thru the fence to the pool area and garage had construction material inside. We continue on inside. Upon entering we noticed 2 fire alarms with exposed wires and no cover. We saw mold and rust and dust on vent returns. There was black mold in one of the guest bedroom closets. The furniture had stains and dirt and what appeared to be blood stains on one piece of the furniture. The stairwell was a tripping hazard because board pieces were missing. The kitchen had a raw edge on the floor. A roach was found in the bedroom. I have not had one accommodation for this. They put in work orders for things to be fixed while I am on vacation. I have no internet and I planned on working while I was here. So instead of enjoying my vacation, I have to sit around and wait for people to show up to fix things and I shouldn't have to deal with that. I have asked for a relocation, they cannot offer that, I have asked for refund, they cannot offer that. The only thing they will do is fix the things that can be fixed. Black mold has to be removed from the duct system. They are sending their top maintenance guy to look at that today. They honestly have not done a thing to accommodate me.

Worst vacation house ever!
Before our arrival, we had been advised by Resort Realty that the concrete driveway was damaged due to a previous storm, and a narrow strip of rocks were spread over the sand to provide vehicle access. Despite the warning about driving off of the rocks, as cautious as I was, I still got our vehicle stuck in the sand and rocks and paid $150.00 service to remove it.
The following amenities were not available when we arrived; internet (WiFi), TV, hot water, charcoal grill. As viewed in the vacation house pictures, the steps, that were originally off the lower deck, leading to the beach and carport, (which could nt be accessed), had been eliminated, the screened porch was not usable due to its physical, deteriorated condition and lack of cleanliness; hot water was corrected shortly after our arrival. Interior had not been cleaned as cob webs were present, dirt and dust on the fridge top and micro wave top had been there for some time, dirty kitchen floor, many blinds did not work and were old and dirty, upper deck sliding glass door leaked into the room when it rained, difficulty opening and closing lower deck sliding glass door. Internet (WiFi) was connected 2 days after arrival, a charcoal grill was brought over on day 3 but was so dirty, could not be used without scrubbing it clean, (not on my vacation schedule). Very out-dated and worn furniture in the main room and the kitchen amenities were old and the pots and pans looked like someone went to a yard sale to furnish this kitchen, no kerug, really! Also, the room lighting, especially the bathrooms is very dull. Day 6, TV was connected at 5:30PM.
As soon as we arrived, wife and daughter began cleaning and scrubbing bathrooms as we would not use them as found. The faucets are obsolete, the showers could not be directed to rinse off the sand where needed, (no detachable shower heads). The entire building interior needs an upgrade, and as stated above, the screened porch is an insult.
My wife is fighting cancer so we were pleased to learn that we were the first guests to stay in the house since last October. However, because of all the issues, we were subjected to contacts with Resort Realty maintenance personnel many times and the Dish service man which was a result of inadequate preparation. It was immediately apparent upon our arrival, that this house was not ready to be occupied. Resort Realty personnel, especially Marilynn, did their best to rectify the issues and we greatly appreciated their efforts.
Because of the inconveniences we encountered, we were informed by Resort Realty that the house owner, agreed to reimburse us for all of our trouble, so we were refunded $150.00. REALLY!
I can't say for sure if the condition and lack of maintenance is due to the owner of the house or the realty company, but we will never place another booking with Resort Realty. Although the Resort Realty personnel were sympathetic to our situation, and very cooperative, someone missed the boat when it came to assuring that the house was ready for occupancy as described and listed in the rental description.
The only pros: location right on the beach, cold AC, hot, hot water.

My wife and I rented a vacation house and had numerous issues with service and safety which was handled in an unprofessional manner. My wife and I rented a vacation house and upon entering house smelt urine and a lot of mosquitos on screened enclosure because of rusted broken spring to hold door closed. Refrigerator wasn't working upon putting out groceries just purchased so I had to buy a cooler with ice to keep our perishables cold. Next day I had two refrigerators sitting in my kitchen. Door locks on back porch unlockable wood rotted out and a great bog hole for dead bolt. After returning back from beach a step broke while I was walking down which made my wife fall on both of her knees. She definitely had swelling and pain walking but nothing bad enough to risk getting covid-19 going to emergency room. Brought it to Scott's attention at Resort Realty and no result worth having was settled. Enclosed is pictures of problems.

Property not cleaned prior to stay. Roach infestation. All drains clogged. WiFi not working. Repairs/bug extermination promised, but never completed. The vacation home we signed a contract for and paid for was not clean. There was visible hair and urine on the toilets. Pet hair all over the floors, carpets, furniture, bedding, and in utensil drawers where forks, spoons and knives were kept. There were roaches all over the kitchen. There was visible food on an oven mitt that was in a draw for tenants to use. The WiFi that was advertised by the rental company that came with this property did not work. There were rusty nails located all over the house, deck, pool, and driveway area. There was a hole in the bathroom door. Service calls and texts were made. No service technicians were sent out to take care of the roach problem or to fix the clogged drains. Customer service representatives were made aware of problems on several occasions, and apologetic about the house conditions, but made no effort to correct the issues.

We reserved a house in Duck, NC for a vacation. Upon arriving we found the house filthy, and physically not livable. We reserved the rental property through Resort Realty on February 1. Our reservation # was XXXXXX. It was for property # *** - Buena Vista. We rented the property for the week of July 26 for the price of *** Per the rental agreement a deposit for the amount of *** was paid using our Bank of America credit card on February 1. The balance of *** was paid by check on May 28. Upon arrival we found the house filthy. Although Resorts Realty advertised on their website that all properties were cleaned per Covid-19 recommendations when we walked through the house we found dead flies on the floor in the family room and the kitchen window. Hair clumps on the bathroom floor and hair on the furniture in the master bedroom. There was mold in the corners of the bathroom showers. Management did offer to re-clean the house, however, there were also physical issues with the property that rendered it not usable. Also, the pictures on Resort Realty's website illustrating this property did not, in any way, represent the actual condition of property.

Horrible vacation rental w/ home issues that made the home uninhabitable. and a company who was not willing to refund or rectify the issues. Reservation # XXXXXX in home *** - of a*** to Friday Rental, September 18-25, 2020. *** was the cost via two separate checks. they charge a ridiculous amount for using a credit card which now is obvious (if a credit card was used we could file fraud). Home had overwhelming urine stench. Wet carpet. Moist everything- mold must be present. Boards loose on all exterior staircases, causing my father to almost fall had my husband not been there. If renting at the beach during extreme wind wasnt bad enough we had to have the windows open to breath which was extremely uncomfortable. Pregnant and toddler in tow we decided to leave two days after entering the vacation rental w/o any money or rectified issues from the company. We complained on the first morning and they said they would send someone out but didn't. We went to the resort company in person on the second day and they said they would send someone else out but would not do anything beyond that. Knowing they cannot fix mold and wet carpet (urine most likely) while we are here we decided to leave.

Rental property was FILTHY. Health hazard to customers during COVID. Property pictures and website reviews were misleading Rented *** property week of 9/6. Property was filthy upon arrival- stains on furniture, crumbs on counter, used plunger in bathroom sitting in plastic bag, human and pet hair on furniture, rug in master bath reeked of urine. I noticed that I was experiencing severe allergy symptoms at night when I was in the unit and found pet hair on bed. I am only allergic to cats I do not have any other allergies. Situation got so bad I was forced to do a tele health visit and drive 50 mins to pick up prescription for allergies. Contacted property management regarding issues and they were unable to provide a solution. Cut our trip in half as a result of the state of the property and allergies with it being so dirty. Have noticed several bug bites from what I'm assuming are bed bugs. Website photos and reviews are extremely misleading vs actual customer experience. Have since researched the company more and found their one star review on yelp. There is an utter lack of transparency on their website that is aimed at misleading their consumers. Their cleaning practices put all customers health at risk during COVID

6 minutes ago My family and I booked a house through this company 7 months ago and we paid $5,500 for the week for the rental. This was before covid-19. So our trip is in two weeks and we live in Ohio and have some of the strictest rules in regards to leaving our homes and travel. As of today Ohioans are not permitted to travel out of state for non-essential travel. I called Resort Realty to attempt a refund and they will NOT budge. Majority of the other companies understand we are in the middle of a pandemic and offer to re-market(re-rent) the week or move the week up. So we have two choices go on the trip and violate our State orders or lose $5,500 which is pretty financially devastating . I posted this on their Facebook page but they delete all comments about their refusal to accommodate customers. They then will block you from commenting on the page or from replying to others comments. They do not want people to know how they operate. They are heartless. I am getting an attorney to file a civil lawsuit against the homeowners and Resort Realty. I am told I have a pretty good case under the circumstances. I will continue to go to every resource available and every site I can to warn about this unethical company. Do yourself a favor and rent from many of the other reputable companies in the outer banks.

Due to the Corona virus which my son has cancer my grandson has mitochondrial disease we asked if we could get a refund. Called over 12 x no response We have tried to work something out with Resort Realty Nags Head North Carolina due to the Coronavirus my grandson having mitochondrial disease where he's on oxygen 24/7. His doctor it's more than happy to write a letter stating he cannot leave his home. My son has cancer stage 4 and due to chemo treatments and his immune system being very low he is also someone who now cannot make it we've sent over $2,300 and now with no jobs no extra income anywhere we have asked if they would please work something out with us. We have worked with one lady that was very rude and another one called Beth who has then Cooperative but will not return my phone calls we've asked that they contact the owner of the cottage because of us running for the Last 5 Years to see if he would give us a refund or work something out. My daughter my son and myself have tried to get a hold of them to figure something out with no response please if you can do anything for us it would be deeply appreciated. We love going to Nags Head which we have been doing for the last 10 years so it's not like we don't want to go you're at the point where we cannot go due to so many illnesses the Coronavirus and money. If you could please help us in any way it would be appreciated

Numerous cleanliness and safety concerns with our rental property. Our family rented from Resort Realty, *** Rest property # *** from August X - X XXXX. No cleaning services were performed during a pandemic which put our family at added risk of infection i.e. half eaten sandwich on the floor, toothpaste on the faucet handle and in the sinks, food dried up in the kitchen sink, stains on the bedding, rings on the table. Cleaners were brought in that didn't address the issue, confirmed to us that our house wasn't cleaned, and they were not properly wearing masks (nose and half their mouths were exposed). They also confirmed that they were provided no COVID-19 safety and cleaning training. The bathroom light didn't work, which further proved that the bathroom could not have possibly been cleaned. The screen door was not attached and fell on top of one of our occupants when he opened the door. There are loose railings on the deck. One of our tenants was shocked when plugging something into a socket. The dryer which was an included amenity did not work, and a work order was submitted by the previous tenants the week prior but was never addressed. The steps leading to the top deck are literally not attached to the house. The contractor brought in to look at the issue confirmed to us that the steps and deck are safety hazards, and that he couldn't address the problem without rebuilding the entire staircase.

We had several issues with our beach house rental that were left unresolved by management including cleanliness, unapproved visits, and damage. Reservation #: XXXXXX Arrival: 09/05 Departure: 09/12 Property: *** - Lemonade Stand *** Street *** Hawk, NC XXXXX. With increased cleaning time explicitly noted due to COVID procedures, we were surprised to be informed that the unit was ready for check in early. Upon check in, we realized that the unit was left dirty, with large quantities of sand, food stuffs, and dirt on the floor. My fiancee and I spent over 4 hours cleaning this unit for top to bottom, from the floors on all levels to mold in multiple bathrooms. The overall condition of the house was disappointing - paint smears and scuffs on walls all over the house, broken coffee table, a refrigerator that wreaked of rotting fish the entire week, and floor that was damaged in the main room upstairs causing a trip hazard (that went unresolved). When we reached out to Resort Reality about the issues and the condition of the property, they were slow to respond and defensive. Instead of resolving our issues and offering a solution immediately, they tried to blame us for not requesting additional cleaning (we had no intention of letting strangers into the house during COVID). We had multiple vendors show up unannounced, which is in violation of contract, including lawn services before our check out time that dirtied some of our items outdoors. I had to spend hours of my time during and after vacation to communicate back and forth with them via email and phone. The property manager (***) offered a *** refund and *** towards a future rental. This remedy is unsatisfactory, as we will not be considering Resort Reality in the future due to the poor service and condition of their properties. For the amount of work we needed to complete before even beginning our vacation and the continued contract violations throughout our stay, a *** refund is an insult.

They refuse to give me a refund for a rental I am forced to cancel because nothing is open on the island. There is no guarantee of food and supplies. I am writing this letter to bring to light the scam being played on vacationers to the Outer Banks, NC. I rented a home from Resort Realty for 5/16 - 5/23, and purchased travel insurance from RedSky Travel Insurance. The policy was laid out to cover sickness, illness, natural disasters, etc. Two people in our party are over 70 with health issues, so we purchased the insurance just in case. Currently the island is closed to any non-residents, but beginning 5/16 the Outer Banks will be open to visitors. The problem is that everything will be closed, and a stay at home order will be in place. This means no restaurants, bars, activities, stores will be operating. Some restaurants will be able to do takeout, and grocery stores will be open. The problem is that there is not enough of a supply for the incoming visitors. Without a guarantee of food and supplies it would be too dangerous to travel with our group. In addition, NYS is still under a no unnecessary travel ban. I called Resort Realty to inquire about a refund and was told to file a claim with the insurance company. The insurance company says that claims from the Covid-19 virus are not valid unless I am quarantined by a doctor. I tried to explain that it is too risky health wise, but they refused to budge. In addition to all of this, I mentioned that my husband is a high risk carrier and should not be travelling. He is a Pharmacist in a hospital and 9 of his coworkers have tested positive for the virus. They still won't cover this. I am left to lose $4500, or risk people's health, ours included, because no one will refund our money. What the realty and insurance companies are doing is criminal. The insurance company for taking our money with no intent to pay (which is a pattern of behavior according to ComplaintsBoard.com), and the realty company for encouraging high risk people to travel to the area. I am not cancelling because I want to, I am forced to cancel because it will put people's lives at risk. For this I am entitled to a refund.

We rented the home for a week & found it infested with active / live cockroaches. Problem persisted entire week. Negligence - no pest control. We rented a high-end, newer oceanfront home (property *** - Virginia Dare) from May 16 - May 23 at a cost of *** We entered the home on the evening of May 16 to find the entry level infested with live cockroaches. This floor sits 5-6 feet above grade as the house is built on pilings. We went to the elevator to use it to send our luggage upstairs and had several roaches scatter once we turned the lights on. This level of the home infested with roaches also includes a bedroom, game room, movie room, pool table, etc. all rendered unusable due to the pest infestation and unsanitary conditions. Our kids (14 and 11) were frightened by this and could not sleep alone. On Sunday, May 17th, we called and asked for pest control and help from Resort Realty to address the issue. They said they would call us back. They never did. Later in the evening, we came back to the home and found more roaches - at this point totally some ~20 roaches. On May 18th, we called Resort Realty to ask what they did with pest control and said they would call us back. They did and said that pest control services came by on Sunday the 17th. On May 18th, we counted about ~40 dead roaches on this floor. On May 18th, we called Resort Realty and asked that they send a cleaning crew to collect and sanitize this floor of the house. They sent a cleaner who entered, expressed disgust with the conditions and the roaches, and cleaned the floor. From May 18th through May 22nd, more roaches continued to come. They would die but they would still appear. By May 22nd, 20 additional roaches were found. We did not use this floor of the house at all during the trip. Resort Realty was negligent in properly providing pest control services in advance of our stay. They rendered the one floor that had all of the indoor activities for the kids completely unusable and disgusting. We've rented from others up and down NC and SC and have NEVER had this issue. This is not acceptable. It is clear that once pest control came, roaches started to die. It is also clear that when we arrived the house had no dead roaches and all live / active infestation of roaches. Evidence of no pest control service. We request a refund of *** to account for less than 1/3 of the value of our rental as refund for these horrid conditions and our inability to use this part of the home due to the continued cockroach infestation. We have requested a partial refund from Resort Realty. They offered *** on June 2nd. We let them that this is unacceptable. We have photos and videos of the roaches from all week.

Condition of home rented on 7/18 unacceptable. Will not refund any amount but *** credit, on a *** home. I have rented many homes over the years for family vacations. Being 1 of 11 children, our family rents 4-5 homes each summer. Never, in twenty years have I had a problem, like I did with Resort Realty. The home owner would be VERY disappointed in the care of this beautiful ocean front home. The home, ***-Time located at *** Road. Upon a late arrival due to covid, the door was already programmed for us to enter. The customer service tried to tell me that the house may not have been cleaned. I had talked to housekeeping twice- they said it had been. From 5:30 to 11:00pm, my family spent the time scrubbing black mold in each bathroom (8 of them), sweeping up sand from all 3 levels, picking up broken glass that my 2year old grandson stepped on in bare feet, killing red ants that were under the carpet by the fireplace, where my grandson was playing with toys and also throwing away towels with gross stains that were left IN the kitchen sink. We also had 2 maintenance people walk in the house without notice, not complying and wearing a facial mask. They have no idea what the health issues are with people in the home. THEY NEED TO WEAR MASKS. We were also to have a linen packages. When we opened them, there were 6 out of 8 packages that were floor mats-no towels. Had to make another call to request towels, and that ended up 2 calls because they on bought two the first trip. Requested a new shower curtain, because the mold climbing up the one in the bathroom, was a health hazard. Someone dropped off a liner- not a curtain, which we did not need. Never have I seen such poor customer service. I called on 7/26, the day after we got home because no one called me back and the office was closed due to Covid. Couldn't get through so I sent an email on 7/26 and 8/5 and still nothing. Said they never received anything...do not believe them. Sent another email 8/24, finally got a response. Would send my complaint to the manager. Manager called me on Tuesday 8/25. I requested one day of compensation for all the cleaning we did until 11pm without the help of Resort Realty *** divided by 7) on our day of arrival. Told me too bad, we can give you a *** credit for next year. Unacceptable... I asked why they couldn't compensate and she relied "because we won't". Asked for the name of someone higher to speak to, said she was it, and nothing can be done. Something needs to be done, because they take advantage of the customer, and its actually a health hazard besides the pandemic that is happening now. People save and look forward to a nice vacation, when they can. You don't expect to have to do the job you are paying for, for the first day of vacation, and sitting down at 11pm to try to enjoy it. Will never rent from them again.

There was a broken a/c on the bottom level of the luxury home Ocean Star 5410. No wifi, fire dept came due to oven not being cleaned /customer servic We rented Ocenaan Star 5410 week of July 8 - 25, 2020. We chose this particular "luxury signature series home" for the specific feature of early check-in. No mention was ever made in weeks prior that this would no longer be happening because of COVID. They also took away the bed making service. Our check in time went from 1:00 p.m. to actual check in of 5:38 p.m. Upon check-in we quickly realized that something was very wrong with the lower level temperature as it began to rise very quickly. There are three master bedrooms located on this floor as well as a community family room. We tried to get through to Resort Realty company as quickly as possible to resolve the issue but at no avail. So unfortunately 3 couples had to endure a very restless evening of extreme temperatures of 78+ degrees. I chose to sleep in the theater room as I could not take the heat that evening. We did not pay $18,789.70 to spend our first evening trying to sleep in a theater room or a bedroom sweating the night away. The next day, I found out two things that are very concerning regarding the a/c in the home. 1.Resort Realty was aware of the problem and there was a part on order. 2. The maintenance men told us that there were individual a/c units in each of the bedrooms but they were removed that day before we arrived. The issue should have been relayed to us in the beginning and those portable units should never have been removed. This wasted valuable time and our comfort should have been your number one priority but it definitely was not a consideration at all. I agree the units are not aesthetically pleasing but they did cool our rooms down. See attached of how wonderfully these units were installed. Anyone could reach in and take our valuables. Also, no unit was placed in the main family area in the downstairs so that area was too hot and uncomfortable to use for the week. On Monday, we ran into an additional problem. The wifi was not working. It was intermittent at best when we first arrived and then it was out completely. We called Monday a.m. and we received no service that day. We called again on Tuesday, and maintenance finally arrived that afternoon. I was there and your maintenance man did testing and basically confirmed that it was in fact not working and left. We never heard back from him, your reps or the cable service company. So the entire week we were left with no service at all. I would also like to mention that Monday we decided to cook our first family meal. My parents, who are elderly, were preheating the oven while the rest of the family was at the beach. During the preheat, the oven started to smoke and set off the fire alarm. There are no instructions for disabling the alarm and the fire department arrived on the scene. Ironically, they told us they were at the Ocean Star one week prior for the same exact issue. I don't understand how this could be since your cleaning team has so many extra hours to clean the home for COVID. I guess the oven is not on the list to clean. There are also many items in the home that are broken - the blender, the electric can opener, and the pantry was filled with a ripped bag of about a dozen glasses with were all broken and it was filled with shards of glass which I cleaned up luckily before anyone got cut. Again - I supposed the cleaning ladies overlooked these things. In summary, our week at your luxury home was horribly dissatisfying with subpar cleaning and many maintenance issues that were not resolved. I have an email and a review and no one has bothered to call me to resolve the issue.

Resort Realty rented me a Nags Head house rental that was in appalling condition. The condition and content did not match the website or contract. My wife & I rented a beach house located at *** Old *** Inlet Road (Reservation #XXXXXX) from *** Realty in Nags Head North Carolina from August 22 to August 29. The property Manager was *** Mueller. The website depicted a clean house. The pictures on the *** Realty website did not reflect the filthy condition, safety code violations & advertisement of missing amenities. I called Resort Realty the first day and left a message, and 4 more times throughout the week to discuss the issues and was immediately put on hold each time. I never spoke to a physical person. The number I called was: XXX-XXX-XXXX. No one ever returned the phone messages. House Repairs, Safety, Maintenance, Housekeeping Over 6 light bulbs were out in lamps, hallway, dining room and bathrooms Trash compactor did not work, the "Start" knob was broken off and the compactor was full of trash and had an odor. No ice maker at "wet bar" as shown on the website. Black mold in bathrooms around shower doors, sinks & faucets Dirt ring in Jacuzzi in front bathroom and sink did not drain properly Wooden floor in entry way was so worn that the wood was swelled and raised up, one of our guests tripped on it. Carpets were old, ripped and stained Upholstered chairs in bedrooms had holes in them and were sweat stained Couches in great room: both had no springs or cushions from years of use and were dirty. One couch had two rips in it exposing white stuffing and had to be covered with a blanket to prevent it from getting on clothes. In floor receptacle in living room was missing and was a trip hazard. Bunkroom bed was ripped exposing foam Large dining table was heavily stained and all of the chairs were ripped and cracked due to age and use. Two ocean side porch lights were hanging by exposed electrical wires on the back porch. There was exposed electrical wires under the kitchen cabinets. The wires were bare, just cut off, no wire nuts or tape just exposed electrical wires. One of the microwaves did not work. One of the kitchen cabinets had been nailed shut Large section of molding was missing from the kitchen counter top The cabinet above the dryer was sprung open about 16 inches and would not close. Both phones did not work. Jagged rusted wire was twisted and protruding on *** rails leading to beach Picnic table was broken, splintered & one bench was missing and was later discovered in pieces below the deck. There were tons of trash under the house, broken baby pool, chairs, lumber pile debris with nails and a broken picnic bench. The guest utility room was filled with more broken beach toys and chairs. Both grills both rusted beyond use. One of the grills the bottom was rusted through. Toilet in bunkroom and in back bedroom runs or does not flush Several louvered interior doors were missing slats and door knobs came off in our hands Outside back door *** was almost rusted off and was taped on with red duct tape. Heavy rust stains ran down to the floor The bathrooms mirrors were never cleaned you could see heavy visible dust trails on the mirrors. Many lamps shades were filthy, with dirt, mildew and cobwebs and had holes in them. Master bedroom ceiling fan had heavy cobwebs on it and the fan blades were filthy. The central AC in the back bedroom was not working temporary ac window units were installed in the hallway leading to the back bedroom with a floor fan pointing to the back. The bedroom got to 86 during the day and 80 at night. It could not be used. Called Resort Realty 3 times on Saturday, [protected], Monday, [protected], Wednesday, [protected]. I was able to leave a message on [protected]. Other calls went unanswered. Repeatedly heard "due to high call volume remain on the line." Stayed on line waiting and waiting no one ever picked up.

Rental Property up to code for occupancy We rented a property in Duck, North Carolina for the week of 6/6/6/2020. The week before we paid for and added an extra night at the beginning of the rental so we could arrive on Friday instead of Saturday. We got in Friday after they completed the "inspection". When we arrived the maintenance man was there, only to tell us that the refrigerator on the main (3rd) level needed to be replaced.They told us to just use the refrigerator on the 1st floor, although this was a 3 floor unit with the kitchen and main level on the 3rd floor. Unfortunately, that refrigerator hardly worked at all either. We were told we would get a new refrigerator but not until Monday. When we told them that we had a large amount of food in coolers they said use the 1st floor fridge. I explained to them that it barely worked; the freezer was only cold enough to keep our food cold but certainly not for frozen food.They offered coolers with ice and a rental fridge which was delivered on Sunday (which they told us would take 24 hours to use to cool down). Consequently, all our food was in coolers all weekend. The new fridge was delivered Monday afternoon but could not be installed because they couldn't get the old one out and the new one in since the newly installed counters and cabinet counter had too narrow of an opening. We were told someone would have to come back and take out the counter and cabinet to be able to do this. They stuck the new refrigerator in the dining area and left the old one with the doors removed. We ended up using that for a pantry since there was insufficient space to store our food! The overall condition of the property was not good and should never have passed *** inspection. It was apparent that the property had not been attended to at the end of last rental season. The carpeting was dirty with stains all over. All of the deck and porch furniture was piled in a heap on the screened porch. We had to bring it out ouselves and wipe it all down. Four of the bathroom exhaust fans needed to be replaced (which they did and the electrician was there 1/2 a day doing it.) The internet wouldn't connect and it took 4 days for them to finally get us a password that worked. The main cable box was not functional so they took a cable box from one of the bedrooms and used that. One of the living room chairs was broken and fell completely backward. All of the chaise lounges at the pool were broken or cracked. There was no porch swing as advertised.The front light to the home was a lighthouse fixture which was completely broken off at the top. The vacuum cleaner was so clogged it would not suck up anything. We requested a replacement and it finally came the next day. One of the screens on the screened porch was completely out of the frame. Resort offered to clean the carpets but that meant we would would have to move all of our belongings and stay there while it was being done and not be ble to walk on it until it dried so I declined. We had to stay there waiting for the delivery of the refrigerator, while the electrician was there and just the numerous calls and trips to the local office to get things. When they tried to come in and pull out the counters and cabinets to remove and replace the refrigerator we turned them away because we were tired of spending so much of our vacation time dealing with maintenance issues that should have been taken care of long before we arrived on our vacation. Whether it is the owner's responsibility or not, RR should have made sure that the property was ready for occupancy. We wasted four days of what was supposed to be a relaxing week dealing with numerous issues. We asked for a partial refund of our rent and RR said the owner would only allow for a *** credit (for the extrat night we rented). We find that totally unacceptable given the amount of time we spent dealing with their issues. We would request a refund of 4 days rent. The property was not as advertised and was not in condition for occupancy.

Paid *** for a week vacation in a beach house that had numerous and extensive safety, maintenance and cleanliness issues. In July , our family rented *** an oceanfront beach house in Duck, NC, from Resort Realty. The house cost our family over *** Upon arrival at the house, and over our stay, we discovered that this house is wrought with cleanliness, maintenance, and safety issues. We spent hours of our vacation resolving what we could with Resort Realty, and cleaning and making repairs ourselves. Among the worst of the issues we encountered were: - The third floor deck, overlooking the pool, is a safety nightmare. We discovered that many of the nails securing the wooden balusters to the rail were rusted so badly that the balusters were no longer connected at the bottom. We had two toddlers with us who could have easily pushed them off and fallen to the concrete below. The entire rail seemed loose and wobbled when you pushed on it. The hot tub, located on this deck, seemed to be causing the deck to sag, and there were rotted spots around it. Resort Realty did send someone out and they nailed the balusters in, but obviously no one had inspected this deck in a long time. We felt so unsafe on it that we never used the hot tub and stayed off the deck, one of the prominent features that led us to renting the house. - The faucets were covered with black mold, as well as the inside of the ice/water maker in the refrigerator. The mold was so bad on one faucet that it came out when you ran the water. - We were told there would be extra measures taken to clean the house thoroughly in light of Covid, yet it was clear even basic cleaning measures hadn't been taken. In addition to the disgusting faucets, there was trash under the beds and furniture. There were spider webs and ants in multiple locations in the house. The carpet had not beef vacuumed, as there was dog hair everywhere (we did not have any pets with us.) The vacuum in the house had no suction. We requested and received another one, had to vacuum the entire house ourselves, and filled several canisters with dirt from previous tenants that hadn't been cleaned up. The house had a bad, sort of moldy smell to it. - Many issues with general maintenance. The sliding glass doors were very hard to open. The locks to the pool gate and gate on the deck were broken. The deck toward the ocean and the pool deck were covered in sand. The pool deck fences were covered with overgrown thorny vines that we had to cut back so the little kids wouldn't get caught in them. The wooden walkway to the beach had boards curled up with screws sticking out. The pool would not retain water (the pool company told us there was likely a major issue) so we had to put the hose on every day to keep it full. The house was dingy, filthy and unsafe. We have stayed in the Outer Banks many years and have never encountered a house so poorly maintained in this price range. While Resort Realty patched up some issues, this house is falsely advertised and is not being taken care of in a manner suitable to rent. We spent hours cleaning and on the phone getting people to come for repairs. I spoke with Theresa with Resort Realty, and she said that a *** fee was all that could be reimbursed. I requested that this be escalated to the owner, as she said that was the only way more could be reimbursed. Weeks later, even this hasn't been done. While polite on the phone during my first conversation, Theresa was rude and unprofessional when I called to check the status. She said the owner said that since they weren't aware of any issues, and that since they'd attempted to fix some issues, nothing else would be done. Paying *** for this disaster of a house is robbery. Someone literally could have been killed on the deck. If the owner wasn't aware, then the property manager is squarely to blame for the sad state of this house. I've uploaded as many pictures as the site will allow, but there are more, and they don't do justice to the state of conditions there.