RealJoy Vacations
reviews and complaints

I had a terrible experience with this company. I was charged twice for a rental property and i only stayed at one property. While traveling i received an email saying that my card was declined and i need to update my card information. I submitted my card information not knowing i was booked for a 2nd property. Once i got home i discovered i was charged twice for a property i never stepped foot on. Once i got back home i called Home to go and RealJoy. I was told that they cannot refund my money due to them paying property owners. Sam and Tina are very rude they never tried to find a solution or tried to get my money back for rental property i never stayed in. I need to speak with someone over the billing department asap. This is bad business honest mistakes happen all of the time. BEWARE OF THIS COMPANY. They steal your money and when you call back for your money they say that they already paid the owners and there is nothing they can do. Sam Lidgard, Tina, Lisa are very rude they have horrible customer service and they hang up in your face. WARNING DO NOT RENT HERE DO NOT TRUST THESE PEOPLE.

Wish I could rate with no stars! This is a horrible company! More like "No Joy Vacations." My family and I rented a property managed by Real Joy Vacations for a small family reunion at 121 Moonlight Dr in Panama City FL this past weekend. As soon as we arrived the kitchen sink was clogged and the dishwasher pushed sewer (brown water) into the sink which caused it to overflow all over the kitchen floor and dining room floor. This was a foul situation as you can imagine. We spent a great deal of time mopping and cleaning up the water with the few towels they provided in the home. When we brought this to the attention of Airbnb and "Kill Joy Vacations" they refused to find another rental property for us. Having paid over $4000 for 4 days at the rental and spending $700 on food from the grocery store that we were unable to cook due to not having access to a functioning kitchen sink or dishwasher, we spent even more money on eating out with our family of 11. Real Joy Vacations and Airbnb decided that a reimbursement of $508 was enough for our troubles. It was not. Our "relaxing family vacation" turned into a stressful and even more expensive event. The sink nor the dishwasher was fixed during our entire stay. Whatever you do, do not rent a property through Real Joy Vacations! Airbnb was no help either and backed this property management company even though we provided plenty of proof. Unfortunately I am not able to upload my videos below. Take my word for it...this company is worthless and Airbnb will not hold them accountable. My family and I will be going with VRBO and Vacasa from now on.

A group of 11 of us arrived on Saturday afternoon at 4:30 pm to Hidden Dunes 601. At around 8:30 pm after just arriving 4 hours prior, we received a knock on our door from 2 of the front desk girls. They said to pack our bags because we are being evicted immediatly. The owner saw my husband on the ring doorbell with a cigar in his mouth. The owner was watching our every move since arriving. Even though we explained to them we just arrived and did not know all the rules, and the cigar was only smoked outside, they still said it didn't matter. We couldn't believe we were at least not given a warning first before receiving such excessive punishment. We pleaded with them to let us speak with the owner. The owner refused to speak with us. It was getting late and between the two families we had 7 children with us. It's spring break and we knew almost all hotels would be booked. We had nowhere to go with exhausted children. The girls said they would speak with the owner again and explain our situation with having 7 children. Once again, we were told to leave. We were so desperate that we offered to pay a $1,000 fine if she would agree to let us stay. Her counteroffer was that she would allow everyone to stay, but my husband was still being evicted.

My husband and I walked down to the office to try and figure out our next steps. He was offered to stay a mile down the road at another RealJoy location. After just paying the fine that we couldn't even afford, we refused the offer for him to go elsewhere and pay more money for another condo until we could speak to management in the morning. My credit card was immediately charged. So, that night as humiliating as it was, he packed his bags and slept in our van.

There was no one on site as far as management goes at Hidden Dunes to speak in person with about our situation the next morning. Our only option was to call the 800 number for RealJoy. We were told nothing would be done for us and that the ower was rather a "big deal." I've never spoken to someone from management with such a rude, condescending attitude before.

Emily at the front desk was so angry about our situation, that it finally it reached the HOA president of Hidden Dunes. I give the front desk girls the biggest praise. They were only doing what the owner was demanding them to do, even though they didn't agree with it. We were brought into Becky's office and were told the owner overstepped her boundary and that he was allowed back into the condo. The owner questioned what kind of person sleeps in their car. This was just another example of her character. My husband refused to leave his family because that's the kind of person he is. This was after 3 nights of sleeping in our van and having cold showers.

Finally, on the day we arrived home from this nightmare, Robert called and we were given our full $1,000 back and 10% off a future stay if we chose to give RealJoy another chance. After what we endured, we refuse to give this company another dime. The 10% offer is a slap in the face. We should have at least been compensated for the 3 days he was evicted. Management didn't even know what policies and procedures were supposed to happen when sometihng like this arises. We were told multiple times how unfair and excessive our punishment was, how extremly strict and unfair the owner was, but yet it took 3 nights of sleeping in a van for anyone to step up and do anything about it. That's 3 days we can't get back as a family. A 10% discount for a future stay means nothing to us because we refuse to ever stay again. It was completely ruined by a power/money hungry owner and a company that doesn't even know their own policy. Do yourself a favor and never rent Hidden Dunes 601 or any property from RealJoy.

I booked directly with Real Joy last year to spend time in one of their properties in Destin FL in April . This company refused to give a refund even though most states have a shelter in place order due to Covid -19. I rebooked for another time since that was my only choice. I had to book by June 1st and must take vacation by the end of 2020 at the same property. Upon rebooking I notices the fees were lower for this time period and asked if I could at least get a refund for the decrease in price. They refused to provide a refund. I then responded to see if in lieu of a refund if I could check out late. They responded to let me know that late check is not something they could offer due to cleaning and unit inspection. Check out time is 10am so I not sure why they could not have just extended it few hours. I will not use this company again in the future and I do not recommend them as well.

I read the reviews regarding the town house we were interested in. I felt that surely the previous negative comments would have been resolved 1 month later when we would arrive. How wrong I was. I notified them of the plaster in the bathroom ceiling falling down. Hoping it would be repaired before it got worse. ALL of the previous complaints had not been addressed. The appliances were not in working order. The outside grills, one of several worked at times. My daughter saw bed bugs coming out of her headboard during the night. Yes, she had several bites and became increasingly worse. It got so bad that she felt miserable and embarrassed to go outside. It did look horrible. ( this was a complaint from the previous guests) She needed to see a dermatologist when we got home. As luck would have it, yes they came home in her suitcase. The response we received after several notifications was a form letter and that they had investigated the complaint and found nothing. Very dissatisfied with the management of their properties.

We also had our late-April vacation plans affected by covid-19. After a lot of frustration (over several weeks) in trying to get anyone to reply to us, we finally were rescheduled to another date (and yes, they charged us more which doesn't seem right). The problem that still exists today is that they charged the 70% balance AFTER we specifically told them (multiple times) that they were not authorized to do so in March (it was still well outside of the 30 days at that time). After several more attempts to contact them, we were told on April 20 they would refund the money and collect when it is 30 days prior to our new date. It is now JUNE 4 and we are still paying finance charges on our credit card (no small amount) because they have not refunded it as promised. There has been no contact from them since April 20 even though I have attempted to contact them. I am a patient person but am at a loss as to how to get their attention and have this resolved. I am not one to give bad reviews even when I get bad service. So, you can imagine how my patience has waned.

DO NOT GO THROUGH REALJOY vacation rentals! They are absolutely horrible! I beg you to book with someone else! Every other place we looked to had a flexible cancellation policy! We booked our vacation when there was NO restrictions and things were looking more positive. Of course our governor deemed Florida as a "hotspot" and is mandating a two week quarantine when back of traveling to Florida. Of course we have saved up for this vacation and can't afford to take a 2 week unpaid quarantine after already being gone for a week! We kindly asked to have our reservation changed to a different date and pay more, but they refused and continue to tell us to look at their policy! This situation is 100% out of our control and they continue to send us automative responses or read from a script When we call! I beg you to not take the chance and go through someone else! If you are a homeowner and got through RealJoy, I beg you to Please take your business elsewhere! There is NOWAY they have 4 stars! They must have their peons writing fake reviews because this company SUCKS!

We have been waiting for over 6 weeks on a refund. Every time I call it takes over 30 minutes to even get someone on the phone. Then I have talked to VERY UNPROFESSIONAL employees who acted like they did not know what they were doing. I was told they couldn't refund my money because there was no card on file but I sent through PayPal as a protection. I have also received PayPal refunds. Unsure why they couldn't refund my card. I then was told 2-3 weeks. So I waited patiently. Next i was told 4-6 weeks. So I waited patiently again. NOW today they have told me that the check possibly has not been sent. I have also been told that I would receive an email. Yet to receive one with confirmations, tracking numbers or anything. I am fed up. If I do not receive something in the next day I will he taking this into legal action. This is NO WAY to treat customers. Also I was very upset they even let me book to begin with during the pandemic but then cancelled. Seems very fishy and very unprofessional. I have no clue when I call if they are blowing smoke or actually giving me accurate details.

We had a reservation for the end of May; I tried canceling in March due to the COVID-19 but they told me I would lose my deposit or they could push out my reservation. I pushed out the reservation but now with everything going on who knows "if" or "when" we will be able to take a reservation. I called back to the property today and was still told that I could not get a refund. All that I can say is WOW, so many people out of work and they need their money back. They didn't care about that, just that it was policy and no refund. I will never use VBRO or Real Joy again and we vacation in Destin every year. Beware of this company because they do not have any cares for the people that rent from them. I also told them I would leave a review and any where else that I can to let people know what you are getting into. I know that big companies really don't care about bad reviews because it is always a person that is mad that leaves them but this is for the person that is looking for a place a reservation, don't do it! I had to leave a star review or it wouldn't let me post my review; 1 star because they did return my call.

DO NOT USE this management company. They are very unprofessional and they DO NOT address issues in their units. The condo was advertised as a luxury unit and they charged a premium fee. The condo was anything but a luxurious. We arrived at midnight to find dried blood on our comforter ( which they did replace the next morning) . The next day we find mold in the shower, dishwasher had standing water and hair in the bottom ( it wasn't attached to the cabinet) dryer wouldn't spin, sink in another bathroom wouldn't drain, door to the condo wouldn't lock from the inside or outside, furniture was stained, walls were beat to death and patch painted. Condo was one of the dirtiest units I have EVER been in. We called and sent messages and they never responded. While we were on vacation we had to go get cleaning supplies to clean a condo that they charged us a $323 cleaning fee for. They NEVER offered to fix anything or refund any of the cleaning fee they charged us. Do yourself and your family and friends a favor and save them the headache and NEVER let them rent from Real Joy. I have made it a point to try and save people the same horrible experience I had while on vacation. There are to many other better options while renting vacation properties. Enjoy your vacation and stay Far Far Far Away from RealJoy vacation rentals.

They say a picture is worth a thousand words and I can tell you along with 3 others there was no JOY in using REALJOY Vacations. Oh it was real alright, a REAL nightmare...and we have many pictures to prove it ! On May 1st we pulled up after a 6 hour drive to start our long awaited vaca and the first thing I said was wheres the beach and what the heck is this... the surprise construction taking place approximately 2ft from the house, men walking past the windows and the noise it was ridiculous and aggravating, and there was no sign of the " walking distance to the beach" We went inside the first thing you notice is the air it was stale and there was definitely some type of irritant we started coughing. Then came all the other REAL joy findings... Hair all over the beds and unmade Dust on furniture etc Blood droplets on covers Wine fridge dirty Dirty finger prints on doors Outside porch dirt and mold Extra stored pillows in with the air conditioner that had dust and dirt all over it. I could keep going and like I said we have pictures to prove it. This company is NOT honest, does not back up their words and is not willing to help turn your vacation into any real joy ! It was a nightmare one we had to leave and never again will I reccomend nor use this company. ***Real joy you are dishonest and your company does not care for the consumer I DO NOT RECCOMEND THIS COMPANY.

I booked a rental from Real Joy through VRBO. Based on my experience, they are taking advantage of customers during the COVID-19 crisis. I contacted Real Joy in mid-March to cancel a reservation due to family safety concerns related to COVID-19. Real Joy said I could cancel without a refund or reschedule for the same property later in the year. As someone who lives far from Destin and does not frequent the area, rescheduling was not an ideal option. I inquired as to whether a refund would be issued if I canceled and Real Joy was able to re-rent the space and be made whole, and was told there was no guarantee of any refund regardless of circumstance. Since cancellation was effectively forfeiting my money, I had limited choice but to reschedule. The property subsequently re-rented for the same period I'd originally booked, and I immediately contacted Real Joy to see if they would change their decision since they had been made whole, and was told via email I would have received a refund if I had cancelled (which is directly opposite of what they shared in my prior conversation) but was no longer eligible. I've made multiple requests to speak with the CEO, ***, to explain the circumstances and have been repeatedly ignored. I'm sympathetic to the challenges of a small business during COVID-19, but their practices should not extend to profiting off customers after they have been made whole. I would strongly encourage everyone looking for rentals in Florida to avoid Real Joy.

My family and I were looking forward to the vacation home rental last March (when Covid really hit). Obviously everything was shut down and we contacted Real Joy and asked if we could reschedule or get our money back as most rental properties were doing this. We were thankful to hear that we could reschedule our vacation anytime in 2021. We quickly booked our spring break time in March. It wasn't until August when we found out the exciting news that we were pregnant and due right around our spring break date of 2021 for our vacation. Again, we had to call Real Joy to see if we could pick another date. Thankfully they said we could! When we went to actually book another date, the representatives went back on their word and told us they no longer could change the date and that we were stuck with the spring break date (which would be so easy to sell, that is a hot time). After many conversations and emails with representatives (they never allowed us to talk to management), they said there was nothing we could do. We were stuck with that date. This vacation rental property was not cheap and my husband, kids and I were very disappointed to not be able to go here and enjoy some much needed family time. All of these circumstances were not expected, yet Real Joy didn't seem to care. Maybe they should think about changing their name, as my family and I were very upset. I don't usually leave reviews, in fact if I do, I only leave positive ones, but in this case I had to let people know about this company and how they handle things.

VRBO was generous in returning their Service fees and this was greatly appreciated! I hope VRBO will look into Realjoy's policy and remove Realjoy from the rental program, as they are a business and completely acting like a business (they probably applied for the small business PPP Loan) In January, the 15th to be exact, I booked 2 units through Realjoy for 5 nights 5/13-5/18, I did read the cancellation policy "no refunds under any circumstances" and took the chance as we would not be cancelling our vacation. I lost the 30% deposit for 2 units as I canceled prior to the 30 days, I did read their offer for full credit for a future date but the time frame to request this offer did not take place until after the 30 days prior to of my stay date (you had to accept the credit offer but could not doing anything until 21 days prior to your stay date). So to be sure I would not lose the full amount charged for the 2 units, as they were going to charge my on the 12 of April, I cancelled on April 3rd. I felt the loss of the 30% deposit per unit was better than trying to figure out futures dates and losing the full amount. I decided with the acknowledgment of my fellow travelers that cancelling would be better as we had no idea of when we would be able to reschedule as a group. I feel Realjoy (they should change their name) under the covid circumstances as a business would at least take 1/2 of the loss as that is part of doing business (a full refund of the 30% deposit would be better) but at least something is better than nothing! Our loss their gain! *** S

Booked this reservation to coincide with the Panama City Thunder at the Beach bike week in April/May . Booking was confirmed and deposit was paid January 28. Covid19 Crisis forced the cancellation of the Motorcycle Rally, restaurants and bars were closed by Florida state Mandate and then all PC Beaches were closed. Contacted RealJoy about this reservation on March 30 and after much discussion with the RealJoy representative and even some misinformation, this reservation was cancelled. However, RealJoy refuses to reimburse 100% of the reservation cost despite the current pandemic situation. I understand that typically cancelling within 30 days of the arrival date would cost me 30% of my reservation, however in the current Pandemic situation, this policy seems to be unreasonable. I was told by the representative on the phone that the reason they refused to reimburse the entire cost was because they are doing "whatever they can to keep the business afloat". So, I am involuntarily contributing 30% of my reservation cost, so they can keep their business afloat? A "forced" donation to their cause? While I have much sympathy for everyone in the current situation, I would think that a Government Mandated "no travel" situation would force them to reimburse 100% of fees and charges. Even if such a reimbursement is not required by the State or Local Government, it would just seem like a good business practice. I can't imagine that quite literally "taking" my money is a way to "keep their business afloat". Some day all this will be over and I will not use or recommend Realjoy for any of my vacation or booking needs.

R.
Went on vacation hoping to have a relaxing time, my family and I had saved to be able to go together. The house picture and the description on line was deceiving, it was no where near the beach, nothing like the picture, there was noisy construction all around the house (next to, behind, and port a potties in the lot right outside bedroom). The house at first looked clean, however there were many things that were dirty. Most of all the BEDS my bedroom had Blood on the comforter, and animal hair, as did all the other beds. Some of the beds the SHEETS AND PILLOW CASES NEVER CHANGED. It looked like someone had been living in there with an animal and all the beds were used.There was animal hair everywhere, and the smell was awful. Even all the furniture on the front porch was cover with animal hair, you could not even sit on it. There was something in the house that caused breathing problems and one of the ladies it even caused a nose bleed. I have asthma and could not breath right. Unfortunately we had arrived late in the day on arrival, we had traveled many long hours to get there, which forced us to spend the first nigh in the house. We called and tried to get our money back and go somewhere else, however this company was very rude and gave us an argument, saying they were going to clean the house. Now let me ask you after saving for a year to go on this vacation, and looking forward to going to (what we though was going to be a beautiful,RESTFUL, PEACEFUL time) that turned out to be a nightmare, would you settle for less that getting your money refunded and going somewhere CLEAN and PEACEFUL?
I would not recommend dealing with Realjoy Vac. because there was nothing that was joyful about this trip, we were all stressed out and very very disappointed and dissatisfied at the house and the Realjoy office on how they handled this whole situation. If there were a negative minus zero that would be what I would rate them. Save your money and go with a more reliable and Honest company. They need to do the right thing and return our money, since we had a horrible experience.

Here is an explanation in my own words as to why I'am leaving RealJoy Vacations a negative reviews. There are two major issues:

ISSUE #1:
We booked a home on RealJoy.com to rent, to go away on vacation to celebrate my birthday. We arrived On my birthday, May 1st, at *** Grayton Blvd, Santa Rosa Beach, FL around 5:30pm, after a 6 1/2 hour drive.
Upon our arrival, we hear and see loud construction going on literally two feet from the back and sides of the house. There were several pick up trucks and about 15 men still doing construction, banging, and playing their loud music till 6:45pm... I called RealJoy and spoke with Kris at 5:37pm letting her know how loud it was and she told me "we have no control over the loudness of the construction, we will call the HOA because the workers should have stopped by 5:00PM, but that she has no control over what they do". Then I said to her that no where in the listing does it mention "construction" going on. She told me that it was in the listing", I told her, "the three of us saw the listing and none of us saw where it mentioned "construction". If it had, we would have never book the property. Being a Travel Agent for over 8 years, this is something I make sure I look for and I promise it was not there, I believe they added it after we booked and paid for the home. When I booked the property back in March, it was NOT mentioned. Now if you go out there and "fish" for it there is a little tiny notation about it (deceiving I say). Not to mention the pictures they show on the page (they are enclosed), no where around the house does it show ANY CONSTRUCTION! Even if there was construction going on, this should be listed in big BOLD print and RealJoy should have said that the construction that is going on is literally 2 feet from the windows in the back bedrooms, on the side of the house and 25 ft across from the home. According to the neighbor I went and spoke too who lives across the street, I asked him, "when does the construction begin and end during the day?" And he said "too early and too late".
Since I wasn't happy with the customer service rep, Kris, I called back Real Joy Vacations again at 5:43pm and got another customer service rep on the phone, his name was Logan. I told Logan the situation and he was extremely sympathetic. I asked him if we were able to move to a different place, since they do have over 800 homes they manage, but he said "I would have to talk to my manager, his name is John". Logan did look to see if they had another place to move us, but he did not have the authority to do so, so he told me, "His Manager wasn't in, but he would talk to give me a call first thing in the morning".
ISSUE #2 AND THE WORST!
If that wasn't bad enough, we head up to bed around 11:01pm and the bedroom that I was planning on staying in (the house had 4 bedrooms), I noticed a stain on the white coverlet, so I decided to draw the sheets back and what did my eyes see, but a bed that the sheets were never changed, it looked like it had been slept in. I also found "hairs"and some stains on the sheets. Then I decided to take a further look around and check out all the bedsheets in each bedroom and the other coverlets to make sure there was not bed bugs, stains, etc, so I started in the upstairs Master bedroom where my mom was going to sleep. The White coverlet had several pieces of air, and also a some blood stains. I drew the covers back and saw more hair on the sheets. The closet where the A/C unit was, was located on the second floor right near the bedrooms. The door was dripping with dust, and inside the A/C unit is where they stored the pillows people sleep on. The baseboards were all dusty and I found several pieces of hair all over and the wine cooler had Never been wiped out from the previous renter.

RealJoy advertises "high touch surface safety" for COVID right on their homepage about how good they clean. Well, finding other peoples hair, blood stains and sheets that were never cleaned is definitely not up to anyones standards and surely not mine. Since it was 11pm at night we had no choice but to stay the night, so I threw my blanket down on top of the coverlet and tired to fall asleep.
In the morning of May 2nd, at 8:04am, I Calle RealJoy back again and spoke to Logan, and informed him about the situation with the beds and the sheets and to let them know that I was leaving the house and I expected a full refund. He said, "ok, Mrs ***, I'm soooo sorry, this is not up to our standards, we PRIDE ourselves on how clean our homes are" and I said, "well someone dropped the ball on this one and unfortunately we, my sister, my mother and my friend, are the ones that had to endure the extreme disappointment". I asked him if his manager was in yet and he said, "he is not in yet, but when he comes in, I will talk to him and have him called you back. I so wish that there was something else I could do to help you, I feel so bad this all has happened, I don't blame you for being so upset and not wanting to stay. If that happened to me and my family I would do exactly what you are doing". I told him, "Logan, I'm expecting a full refund", he said "my manager will have to call you back to discuss what can be done".
At 9:19am, Jonathan, the manger, at the Destin office of RealJoy, Called me back. I proceeded to tell him how disheartened I was with everything that has happened with our short stay, that we were all packed and ready to head out the door and that I expect a full refund for my rental. I expressed to him that it was my birthday on May 1, that I booked this vacation to come away with my family to get away from the stress of life and all I've had since I pulled up in the driveway was stress. He said, "well Mrs ***, I can not offer you a refund, but I can call my cleaning company back and have them clean the unit. I will also wave the cleaning charges and give you a gift card to go to lunch while they clean, but I will not give you a refund". I then appealed to him to just move us then to a different unit then. I told him that I'm not comfortable staying here, that the unit should have been checked over before I even arrived, yet he refused. He said, "we don't do that, we cant take money from one owner and give it to another". I again appealed to him to PLEASE do the right thing. I asked him, "would you stay here if you just went through this? How would you feel if you just drove over 6 1/2 hours to get to your destination, you are tired and this is what you walk into not to mention the banging of the construction which by the way will continue to go on everyday we are here". He responded with, "I'm sorry you are so disappointed". I expressed to him how upset I was, that being a Travel Agent, yes, this has happened to me before and EVERY TIME the different companies have always gone above and beyond to please the customer. He did not care, he stuck to his guns and said, "I'm sorry we don't do that here". I told him that I would have to talk to the rest of the girls and call him back on what we were going to do. Last thing I asked him, "why don't you put in our place Jonathan, how would you feel if this was you going through this" and all he said was "I'm sorry Mrs.", I believe I've done all I can do to compensate you and your choosing not to stay, so there is nothing else I can do ".
At 10:17am, I called Jonathan back and told him that we discussed it and since we did not like the options he offered, that he left me with no other choice then to dispute the charge with my American Express. He said, "I'm sorry you are disappointed, hope you have a better rest of your birthday trip", I said, "I would if you did the right thing". Then I asked him, "Jonathan, who is your boss?" And he said, "I am the boss, there is no one above me". I said, "interesting, so that is why you have no accountability. Have a nice day, good bye".
No one should ever, especially is this time of COVID be having to worry about the cleanliness of a home! I told him that I would go to the board of health with my findings if he did not refund my money, but that did not seem to phase him in the slightest.

My sister went out to ComplaintsBoard.com online and they have many negative reviews of this company not giving people their money back when it rightfully should be done.
We talked with a lady named ***, at *** Golf Resort, she is in the reservation office and when we told her what had happened, she said, "they have been known to not take care of their units and that they are not accommodating to their customers with refunds.
The stress of now not having to place to stay threw us all over the top. And this manager not even willing to bend was beyond hurtful! My sister who has many health issues saved up for a few years to be able to come on this trip and she sat int he car in tears because now we had to turn around and go back home. In her 60 years she has never been on vacation. What we went through is more than anyone should have to endure. There is enough stress going on in this world, no one should ever be subjected to more stress while on vacation.
By the way, at 7:15AM, the construction workers were back to the location on a Sunday, a Sunday...

I stayed in Real Joy rental Herons Watch in Grayton Beach from October 27-Nov 3. We paid with tax around $260 a night for this rental. The first night here I found a roach in my bed. And have continued to find roaches. They offered us a can of raid and came to spray. They also offered $100 gift card which is nothing compared to the amount we spent on this rental. I shouldn't have to come on vacation and worry if a roach is going to crawl on me during the night. I have a three year old son that's with us. He's constantly on the ground. Now he's on the ground with the pesticide they sprayed along with the poisoned dying roaches. This is unacceptable for a luxury rental. I would like half of my money back. There has also been several spiders in the corners and old spider webs. There is a collection of dust on the a good bit of the furniture. The dining room floor is sinking in. The shower liner does not keep the water in the shower so it floods the bathroom. They did not give us a bath mat so we are having to use a towel. Which leaves me to wonder, am I drying off with a towel someone previously used to sop up water off the dirty floor. This rental is disgusting and dated. This company is very deceitful with their pictures then their unwillingness to fix their problems. I was told they own over 1000 rental units but are unwilling to accommodate us and move us into a cleaner one. This vacation has been awful being on edge constantly worrying about roaches and spiders and having to constantly watch my son to make sure he isn't touching anything.

I received a cancellaton notice from RealJoy for my April reservation so I cancelled my plans. They are stating they didn't do it and no refund. I made a reservation For April and because of CovidThe event was canceled and our deposit was moved to the following year, which would be April .I received an email and a text message stating that my reservation was canceled from real joy. I assumed something was going on so I canceled my other plans. When I called about my refund for my deposit they said they never cancelled the reservation.I forwarded a copy of the message that I screenshot. They are stating that this was not from them and I wasn't entitled to a refund at all.I have tried to speak with an agent and asked to speak to a manager. The representative, ***, informed me that there was no manager available for me to speak to and that he was the team leader who could only handle my situation. He then told me I would have to cancel the reservation at VRBO in order to receive 50% of my refund. I explained to him that this was not necessary if my reservation was already canceled.It is difficult to get anyone on the phone so I called like I was making a reservation and was able to quickly get a representative Melina on the phone and expressed my frustration with this. She was able to review the emails and proceeded to tell me that I was not entitled to a refund at all. I feel that I didn't create this. The cancellation was sent from their company and it was reinstated likely after I informed them of the "error" and now they don't have record of it. I just want my deposit and I will move on from this company.

We checked into a filthy condo in the middle of a pandemic. On 09/10 we checked into the *** condo #2108. RealJoy advertised being up to date with "unmatched high touch surface safety in the industry" Covid 19 cleaning regulations. We paid in full over $1600 for 6 nights in the condo 15 days before arriving. When we arrived, we entered into a disaster. The bed in the master was not made and we found the linens in the closet covered in black mold causing the entire condo to stink horribly. We found dead bugs in the guest toilet, literal fecal matter in the master toilet, old food in the kitchen sinks, dirt and sand all over the floors and the patio in disarray with trash on the ground. Our first call was made immediately at 6:30 pm. We were placed on hold and three hours later never had a response or resolution. While waiting on hold, we sat on the patio to watch the sunset. We heard noises coming from our condo and got up to find a two year old, not wearing a face covering, watching cartoons on our couch and using our tv. A housekeeper came in the room who was wearing a mask, however was not wearing it properly and had it down around her chin stated to us "I don't know why I'm here, I already cleaned this unit. What do you need me to do?" We were continuously told that "a manager had been contacted and would be getting back with us soon." There refusal to act or switch our condo to a different one forced us to rent a new condo. Over 16 hours and multiple phone calls later, we were told we could receive a $300 inconvenience fee for the condo not being cleaned. RealJoy is the most unprofessional company I have ever been in contact with.

Home advertises 3 refrigerators, of which only 1 works. Maintenance was lacking. Home was not clear, and lacking customer service to address issues Home is advertised to sleep 22 people with 3 refrigerators, of which only 1 works. Had to call maintenance 4 times before someone came out. First two calls I was told a work order was put in, third call was told someone was one the way. Followed by 4th call that finally followed up by maintenance. Was told they could only give me dry ice and that the refrigerators would have to be replaced and there was no fix. Showers also did not work. One shower there was no knob attached to turn on. Two other showers, maintenance had to use pliers to turn on the shower. For 22 people staying in a home with 1 working refrigerator and 3 showers not working property is not acceptable Home was also not clean, even though we paid for a cleaning fee. By the pool there were band-aids, hair in the pool, kitchen and living room needed to be swept from past guest food and debris. Finally I was told by maintenance themselves that the property manager would call me. I also called to request it after I did not hear from them. I had to call twice more after I checked out before the property manager finally called and was only able to give me a $200 credit which does not even cover the original cleaning fee. Finally when I try to leave a review, there is no option. After calling in I found out there have been many complaints about people not being able to leave a review, and when I asked when it would be fixed, I was told this has been a problem for a while with no update on when it would be fixed. Therefore this property is falsely advertising what is available, and not allowing guest to leave a review for future guest to know what they are renting.

I arrived at Vacation rental to bed bugs. I was not accommodated for this disaster. I have future reservations and want to cancel. Problem date 3/28 I used my debit car. I arrived at the 805 rental unit at the Hidden Dunes in PCB. We stayed Saturday 3/27 on Sunday we saw a bug and called the managing office immediately. They sent a pest control man, he verified that the bugs were bed bugs. Real Joy, Logan, told me we had until 4pm Sunday afternoon to vacate the unit. We drove 500 miles to this destination. I asked to be moved to a different unit and Logan stated he could not do that. I had purchased several hundred dollars of groceries and had 3 small children with me. Real Joy was not helpful they basically kicked my family out with no regards. I now have to treat all of my luggage clothing etc for an infestation that I walked into. This is a total nightmare. I have a future reservation for July and would like to cancel but they are unwilling to accommodate. I feel like I am due a refund for the future stay. I do not want to be in the same bed bug disaster or being told I have to leave the rental ASAP. I will not being occupying the unit in July due to fear of infestation and being told to leave before my rental agreement is over. 3/28 the rental agreement was voided with no regards to how it effected my family or our living condition for our vacation week. I paid invoiced amount arrived on time and was met with a nightmare. Real Joy will not respond to any calls or questions about my stays. I need compensation for the aftermath of this vacation. I do not want to do business with this type of business that has no regards for their clients. I want out of the future stay and want a refund. I am in fear of ever using this agency again. I never want another family to be put I. This situation. I attached a photo of a bed bug that the pest man verified.

Dates: 10/14/10/2021 Cost: $1130.08 rental fee, $142 cleaning fee It is assumed that a short-term rental company should provide a safe and sanitary place to stay; RealJoy did not provide safe and sanitary conditions. RealJoy refunded our cleaning fee, but failed to provide evidence that they were working to resolve the issues. One of the beds had soiled sheets on it. The sheets appeared to have blood and semen on them. RealyJoy provide and changed all of the bedding, but this is the only thing they did to address the sanitary conditions of the property. We found that the kitchen floors had disgusting stuff smeared on them. The walls had and baseboards were filthy. There appeared to be food stuffs splattered inside of one of the kitchen cabinets. Curtains in the living room had gross stuff smeared on them. Dead cockroaches were inside of the property. Bathroom doors looked as though they had never been cleaned. There were concerns with the electrical inside of the property. There were wires coming out of the walls where they were not supposed to be, and were definitely not up to code. Some of the outlets did not even work. The air conditioning did not work in one of the upstairs bedrooms, making it unbearable to stay in. A small child that was staying with us almost fell from between the stair balusters because there spacing was not to code. RealJoy does not seem to be concerned about these health and safety issues. They only simply reply with "am giving these emails to the property managers". They have provided not information that they are attempting to resolve the issues with the property. RealJoy advertises that "cleanliness has always been our #1 focus". The unsanitary conditions of this property show that this is not the case. Pictures shown on-line appeared to be old, and did not accurately show the current state of the property. There also appeared to have false five star reviews. Can share more pictures, but currently limited to file size.

They owes us condo rent of $662.92 for failing to fulfill our condo rental agreement. They refuse to return calls to explain the delay. We are seniors, renting a condo on the top floor of Sea Dunes in FWB. We told RealJoy we must have an elevator and they insisted the elevator would be repaired by time we arrived. On a Jan 1st phone call they said it would be fixed by 1-15. Since that call, starting on January 15, between emails, phone calls and in person meetings we were told the elevator would be fixed on the 18th, the 21st, the 25th, the 26th, the 29th and then Feb 1st or after. On the 29th they offered to move us to another unit in Destin (a good offer had it occurred on the 18th or 21st.), but an insult after climbing 92 steps everytime we needed to return to our condo for two weeks. The other option was for them to terminate our contract and refund us the balance left unused. We chose to leave since RealJoy already screwed up our winter vacation in the FL panhandle. We left the afternoon of Feb 3, our contract expired Feb 15. The unit, while nice, wasn't up to the standards we had grown accustomed to during our 8 previous years of going to Okaloosa Island. Carpets were stained, which we took pictures of when we moved in. One would think that during a pandemic the rental units would be spotless so us vacationers willing to travel would have a clean place to reside. Now RealJoy won't return our unused funds, and aren't returning calls. I consider it elder abuse by Jonathan at RealJoy, since he knew our age and continued to string us along, knowing we had to climb 92 steps everytime we returned. We've dealt with Dale *** Salt Water *** and RealJoy on our previous trips. RealJoy is the only ones we've had problems with. Please help us get our unused rental monies. If you need copies of our move in pictures or the emails from RealJoy concerning false elevator completion dates, please let me know. NW Florida has so much to offer. We have a number of friends who also come to this area during the winter (none of whom was willing to climb 92 stairs for a meal at our condo. RealJoy is adding a RealBlack spot on your area. *** & Ann

The company refused to refund my money because I failed to respond timely when I was not informed that I needed to do so within 4 hours. I booked a family vacation on June 15 around midday and my credit card was charged the full amount of approximately $2,700.00. About 6 hours later, after realizing that my family could not take an extended vacation, I called Real Joy to cancel my reservation. I was informed that it was a $2,085.00 cancellation fee, which I told them was outrageous, and they offered me a cancellation for $100.00, which I accepted. The person I talked with may have advised me that I would be receiving an e-mail to confirm the cancellation, but I was never at any point in that phone call advised that further action would be needed on my part to complete the refund. The next day at 6:00 a.m., I checked my credit card account online and saw that the refund had not been credited back to my account, so I went to my e-mails and found that I had one from Real Joy that was apparently sent the night before when I called. The e-mail said that I had until 10:00 p.m. the prior evening to confirm the cancellation. As I stated above, when I was on the phone with Real Joy the night before, nothing was ever said to me that I recall that I would need to respond to an e-mail from them within 4 hours of receiving it in order to get my money back. Today, I called Real Joy and spoke to a woman whose name I did not get and she told me that I took too long to respond to the e-mail, so I am not entitled to receive the refund. The woman I spoke with claims that I opened the e-mail at 7:57 p.m. on the night it was sent. I may have browsed through my e-mails that night, only looking at the headers, and if I saw one from Real Joy, which I do not recall, and if I had been told on the phone earlier that day that there was a time limit for me to respond in order to get my refund, I would have certainly done so. I did respond to the e-mail at 6:00 a.m. on Tuesday, June 16 The woman I spoke with at Real Joy was extremely rude and basically told me I was out of luck. Please help me. As everyone knows, money is really tight right now and to be out $2,700.00 for a vacation that I cannot take is devastating at this point.

The worst vacation rental EVER! I think it tried to kill my family. Ok a little over dramatic but not by much. We rented a home offered by *** and Real Joy in Late Dec 2020- Jan 3, 2021. I contacted the vacation rental company on our very first full day in the home. It was told to us that the community pool was heated during holiday weeks. We found out that was a lie. As that day progressed we found more and more wrong with the rental. The carriage home was not HEATED! I know it is Florida but it was getting down to 40 at night. This was not ok. And on top of the lack of heated, our non-smoking rental was like being in a bar at midnight. Heavy heavy smoke taste and smell (you couldn't begin to get the smell out if you left the entire home open all day). Also 3 of the stairs leading up to the carriage house were not attached and would lift as you would step on them. Inside the main home was a little better, but not much. The heat in the house would not click on finally after an hour of trying we were able to hit something and it finally turned on. The thresholds to both upstairs bathrooms where not attached to anything. I found this out the hard way by sliding on it, losing my balance causing me to hurt my head and back. The towel bar was ripped out of the wall before we came (kids room), missing closet door handle (kids room), and dirty sheets (kids room). The 2nd upstairs room was a safety hazard. You could not walk around the bed. But it was also offered with dirty sheets. The upstairs master (I did not stay in) the only issue I was made aware of was is that the threshold was not attached leading from the bedroom to bath area. The main level bathroom inside the bedroom the door would stick (trapping guests inside until someone heard them and could slam against the door from the bedroom side). And the shower did not have any water pressure. The kitchen area the oven would not light, the fridge kept turning itself off, and there was not a head on the water faucet. The promised cable did not work, so we had to log into our apps so we could spend time as a family in the living room while it rained for 2 days. And I am pretty sure the couches were broken as you could sit on one side or the other and would be leaning towards the person on the other side. We also had to buy propane for the provided grill as it went out before it could even warm on the first night. I think this is everything.

I booked a condo through Real Joy Vacations on *** I requested pictures several times never would provide. Asked for refund they refused I booked my condo on line on June 15th through VRBO at Real Joy vacations for June 20-June 27th. Reservation# XXXXXXXX. They didn't have pictures at the time of the booking, it stating pictures coming soon. I emailed them shorty after booking, as well as calling them and was told I would have them by the next day. Never heard back. I sent another email on Tuesday and finally received a response on Wednesday. They sent me a link but it was for a different resort at a different location. There mixup...they said I am at Unit *** at summer *** They didn't have pictures and said I would have them by the beginning of the next week. I advised them I would be arriving there Saturday June 20th. I needed them before my arrival. Still no pictures. I asked them for a refund and they refused. I called my credit card company (Bank of America) and they advised me not to go there as I would be held responsible for the charge of my stay. I felt uncomfortable traveling 10 hours away from Kentucky to Florida and not having peace of mind that I had a legit condo to stay in for a week. Mind you I was traveling with 2 young kids. I called Real Joy Vacations again (along with a email) on Thursday June 18th for pictures and they yet still couldn't provide. They stated, I shouldn't have booked a condo knowing there are not pictures. I said you shouldn't advertise something to rent with pictures coming soon and cannot provide something for your potential renters. I asked them for a refund and they refused to refund me the amount $1601.92. I said I will be disputing this with my credit card company. They canceled the reservation on me why I was on the phone and said they will reach out to the merchant for the funds and hung up on me. I placed a call with my credit card company and they advised me to formally cancel my reservation in writing and ask for a refund. I made that request on June 18th. I also called *** and they couldn't honor the refund they said i have to go through Real Joy Vacations and transferred me to them. Real Joy will not talk to me or have anything to do with me at this point I called my credit card company on Friday June 19th and a refund was given from Real Joy Vacations of $1601.92 and the VBRO fee ($136.00) was also refunded a few days after. I thought this was taken care of and that was the end of them I checked my credit card statement yesterday June 27th and Real Joy has placed the charge of $1601.92 back on my credit card. I called my credit card company and faxed over all the documented emails to dispute this charge

Property listed as premier Host with Beachfront, Inspected, and Disinfected and Property Manager refused to resolve issues Rented property on VRBO ap with RealJoy Vacations as property manager for XX-XX-XXXX through XX-XX-XXXX total fees $1040.47. We arrived at 4 PM CST to the unit 3-503 in Long Beach Resort, Panama City Beach Florida on 12/25. We found the condo to be filthy. Condo unit states on front page that it is Inspected and Disinfected and the card stating who inspected the unit was blank so no one inspected the unit. The condo had the following issues and concerns: thick dust on every surface including floors, counters, walls, mirrors, windows, bedding, headboards, etc. The countertops in the kitchen and the refrigerator had not been wiped off. All throw rugs were covered in thick dust, debris from broken ceiling tiles and dog hair, none of the rugs had been vacuumed. All the floors were covered with food crumbs, dust, sand and footprints. The master suite with two beds had massive amounts of dust and dog hair on rug between beds, soiled dust ruffle, broken ceiling tiles and broken vertical blinds shoved under bed, broken vertical blinds were also on the floor in front of the windows. Missing, bent vertical blinds in all rooms did not allow for privacy and cooling of rooms and caused lack of sleep due to sun shining in rooms. All three of us had severe skin itching, headaches, and nose bleeds. My husband had to seek medical care due to an eye infection and have eye antibiotic and steroids and suffered the entire visit. After 5 phone calls to Sam and Kris, ONE person, Dehana was sent to clean the unit at 750 PM. In the mean time, we began laundering sheets due to debris from chipping headboards and dust and dander being on beds, we also vacuumed, wiped down counters and began cleaning the unit. Dehana was very kind but only one person and we both cleaned for 2 and 1/2 hours and it was still dusty and caused health issues. We requested daily for a property manager to call us and still have not received a call. We had requested for one day to be refunded on XX-XX-XXXX while speaking to Sam, but he stated that usually they wait about refunds until we check out to allow for further issues to be resolved. We reviewed the property on *** and addressed some issues and received an email that a property manager would reach out to us, but we have still not heard from anyone. Additional concerns are: rusted refrigerator, rusted furniture on balcony, coffee pot leaks from bottom, no cleaning products in unit, unit hot due to missing vertical blinds on windows, garden tubs not safe for elderly with no hand rails, beds are horribly uncomfortable, no additional blankets in condo, oven door in unit sticks to drawer which is repaired with tape, Melina was incredibly rude at 730 PM XX-XX-XXX stating "She is one person", "Its Christmas" "Going to have to give us a break", and when I told her that she needed to "check her attitude and watch how she was speaking to me", she stated "Oh Girl, I am going to hang up on you right now". We were requested to send pictures to ***@realjoy.com which we did proving all the issues. We want a full refund for our stay. We want reimbursement for medical costs $35 copay, $10 medication, $10 medication for a total of 1095.47.

The condo we rented was not cleaned properly and has mold. Due to health concerns we could not stay there and RealJoy is refusing to issue a refund. We arrived at Nautical Watch unit D6 around 11pm on Thursday 7/2. When we entered the condo we immediately discovered that the rental property was filthy. Dust was everywhere, the floors were dirty, the living room furniture was stained, in the master bedroom closet there was a full large black trash bag sitting on the floor, and the bathroom toilet and tub had obviously not been cleaned since the last tenant was there. Immediately we started to clean the condo because it was late and we believed we could address the issues in the morning with the property manager. After being in the rental for 30 minutes my daughter began to complain of respiratory issues such as coughing a lot and feeling congested. That is when we discovered the presence of a musty odor when you opened the kitchen sink base cabinet doors. Upon opening the cabinet doors there was mold visible on the bottom of the cabinet as well as water damage to the cabinet. At this point we were concerned proper CDC cleaning, sanitizing and disinfectant guidelines regarding COVID19 had not been met prior to our arrival. It was also evident at this point due to health concerns we had to leave the condo and stay at a hotel for the night. At 1am we sent an email to Realjoy describing our concerns. The next day I called Realjoy and they told me they were sending the property manager over to address our concerns. I met the property manager at the condo and she stated that she had already re-cleaned the condo but I pointed out that most of the issues had not been addressed. I also brought up my concerns about the mold under the kitchen sink. She wiped it up and said it was not an issue. At this point I let her know I am a General Contractor and that there was water damage as well as mold present in and under the cabinet. It was then decided that Realjoy would send over a "professional" to look at the mold issue. A handyman showed up to adjust a cabinet door. After stating that we could not stay there due to the mold RealJoy said they were sending a company to check for mold. They said due to the holiday weekend no one would be there until Monday. On Monday I went by the condo to meet *** When no one showed up I called *** to find out what time they would be there. They stated that they did not know about coming until Monday morning and that they would not be coming out until Wednesday morning at 10am. On Wednesday I went by the Condo at 10:00 to meet them. When no one showed up I called *** again. I was then informed that they would not be coming until late in the afternoon. The operator stated that RealJoy informed the tech that the condo was vacant and that he could go by at any time. When I talked to the tech he stated that he was given strict instructions to only do a visual inspection. The problem is the RealJoy property manager had already wiped up the visible mold inside the cabinet. I spoke to the tech after he was at the condo and he stated that he didn't see mold but he did see water damage and further investigation was needed but RealJoy did not authorize him to proceed. To this point RealJoy has refused to send us a copy of the actual report. Due to RealJoy refusal to properly investigate I went out and bought an air quality test kit and a mold testing kit. The air quality test was sent to a lab and came back showing elevated levels of mold. The mold test shows active mold spores in the condo. We sent the lab results and pictures of the mold test to RealJoy and they refuse to address or acknowledge the test results. We have reached out to RealJoy several times seeking reimbursement and they refuse to do the right thing. Now they are refusing to talk to us and are claiming the issue is closed.

We had more issues than anyone ever should during our stay here. We had to call multiple times a day and they put badages on the issues. List of complaints encountered in our stay at 83 Tranquility Ln July 9-13, 2020: 1. Refrigerator in both the main and carriage house were not working properly upon arrival causing perishable items to be lost. 2. AC units in both houses were also not working properly. Temperature was 82 degrees. To fix this, we were given portable units that had to be placed in the living rooms and some rooms. These units were licking water and were inconvenient as we had members of our group who had to sleep in the pull out sofas. This was also a safety hazard as we had 2 small children and another child in crutches. 3. Both dryers did not dry clothes. 4. Toaster in main house did not work. 5. Main sink in bathroom upstairs is backed up. 6. Patio chairs were broken (at least two of them). 7. Oven in main house had been broken before our arrival and we were not notified (it would not go above 130 degrees). We were informed by mistake that a repair order had been placed. 8. Lights in main kitchen flickering. 9. Main house upstairs shower pipe makes loud humming noise. 10. Fraudulent charges (a parking ticket for a car that was not ours, and a pet fee when we had no pets). 11. Carriage house had sewage back up issues causing horrendous smell and unsanitary conditions. (person sleeping in carriage had an autoimmune disorder so this was a health hazard). When we called for this we were told someone would come by but nobody did. We were also asked to put a lemon on the garbage disposal to see if this would fix the issue. 12. Although we paid for and had 18 individuals in our group, the carriage only provided 4 towels and the main house also had only 4 towels. We had to buy towels for the rest of the group and since the dryers were not working properly this was very inconvenient. 13. The house was less than acceptable in cleaning upon arrival. We had to clean ourselves. 14. TV in main house living room was not working properly. 15. Outlets were not working. 16. The security guard was less than cordial when we would see him around the property. 17. Poor communication. Staff did not seem to take our concerns seriously. Statements made to us were "we get these calls all the time, you have to give it time" and "put towels on the floor to catch the water from the portable AC units" and "put lemon on the garbage disposal to see if the smell from the sewage goes away" and "it's not even that hot in here". Staff would not give us their name or the name of any manager. We asked to speak with a manager from day one and every time we had to keep calling about an issue and we did not hear from anyone. The house was beautiful and spacious but these multiple issues made our stay extremely unpleasant and we had to spend time on the phone that we did not plan to. We were uncomfortable with the heat and smell from the sewage. We are extremely dissatisfied and extremely unhappy with our vacation. Hopefully after reviewing the multitude of issues we encountered because of the poor conditions of the property, you will be able to make this right. Our vacation was ruined after months of planning and saving. Thank you, I have spoken on the phone and emailed seraval times and I am far from happy with the $525.00 reimburstment ( $75.00 of which was a pet fee when we didn't have a pet and $50.00 was for someone not with our group parking in front of the home) so in all reality $400.00 of reimburstment to be split with the 4 people that paid is only $100.00 per person. I have emails, phone records, and pictures of most of the issues we had. I believe fair would be half of what we paid altogether. We spend hours of our vacation on the phone with maintence and I have asked to speak to the property owner multiple times and I still have not had a chance to speak with him. Please help make this right.

RealJoy Vacations is refusing to issue a refund of any amount for a 3 night condo stay we were not able to take because of Covid-19. My daughter and I were planning to travel to Panama City Florida March 27th-30th for a cheer competition. I reserved a 2 bedroom condo at the Edgewater Resort through the Homeaway app and paid $1376.44. One of my friends who has a daughter on my daughter's cheer team decided to split the condo with me and we were excited about our "girls trip' to the Emerald Coast. Unfortunately Covid-19 hit and we started looking at our options back on March 13th. It was then that I saw their policy of no refunds, however I decided to ask about our options. I was told that they were not deviating from their cancellation policy and if the event was cancelled we would not be getting any type of refund. The owner of our gym announced on March 16th that the event was cancelled and if you booked directly with the Edgewater Resort you would get a full refund and not be charged a cancellation fee. I however did not book directly with the Edgewater Resort, I had booked through the Homeaway/VRBO app which I have used many times before. However this particular condo was managed by RealJoy Vacations and they have been completely unreasonable. When I contacted RealJoy Vacations again and let them know the event was cancelled and we might not be able to travel to the area they told me that their cancellation policy was still in effect and we would not be offered a refund of any amount. Although other families on our team had been offered a full refund regardless if they booked directly through the resort or with another property management company. The other management companies and resorts had similar cancellation policies yet they knew that this was an unforeseen event and they were not holding customers responsible for cancelling during the pandemic. I called and emailed RealJoy vacations everyday for 10 days asking them to please refund us our money. The only response I got was that they would not offer a monetary refund only a credit for us to use for a future stay in 2020. I let them know this was not an option for us, we did not have plans to travel to Panama City again in 2020 and we definitely did not plan to travel with my friend and her daughter since the cheer competition was not rescheduled. They said that was all they were offering their customers and would just keep reading me the company statement and then would hang up on me. They would reply to my emails by stating they would issue me a credit to use the same condo sometime in 2020 as long as the condo was available and if the price of the condo was more expensive then the higher price would prevail. I would respond that we were not planning to travel to Panama City in 2020 and even if were were the availability for the condo was so limited that there is no way we could utilize the credit. I called VRBO/Homeaway, the 3rd party company that RealJoy uses to handle their reservations and explained to them the situation and they stated they had advised all their partners to refund their customers at the very least 50% of their stay and to give them one more call before I filed a complaint with the ComplaintsBoard.com and with VRBO/Homeaway customer service. I spent over 2 hours on hold with RealJoy Vacations and when I finally got a live person on the phone I was told that they were not giving any refunds and then she hung up on me. To say that I am exhausted from trying to get our money back is an understatement. When I was on hold with RealJoy for over 2 hours I kept hearing the recording stating they were "committed to providing excellent customer service" and they "pride themselves on exceeding my expectations" etc. They have not given excellent customer service or exceeded my expectations. My expectation during this very difficult time is for them to refund me 100% of my money for a stay that did not happen, at a condo on a beach that was closed, during a cheer competition that was cancelled.