Platinum vacations of Destin Platinium Services of Destin, Accepted reservation and full payment for vacation rentail and then refused to honor contract, wanted more money Destin, Florida

On March 9, 2009, after much research I selected a vacation condo in the San Destin Resort from the website of Platinum Vacations of Destin.  The selection was based on price and location.  I reserved the condo for the labor day week and paid a deposit.  The computer did not show any security deposit, only the items Rental Charges, Other Charges, Tax and Insurance.  I agreed to the total and signed the contract online, giving my credit card for the 50% deposit.  I reconfirmed my rental twice during the summer, using my confirmation number.  Neither time did I receive any response.

My contract showed the final 50% due 30 days prior to arrival.  Having had no correspondence from them at all, on August 4, 2009, I first emailed and then called the company about payment.  I was told the policy was really 14 days but they went ahead and took my credit card info over the phone and processed the remaining 50% due.  Seven days later, on August 11, I received a call from Elizabeth Love, who identified herself as the Director of Guest Relations.  She informed me that condo I had reserved was no longer on the market but, according to the terms of my agreement, they would offer me another at the same rate.  She gave me several choices and after looking at them online I called back and selected one later that day.  This was the one and only time I spoke to anyone by telephone.  All future correspondence was via email, in spite of my repeated phone calls.

The next day, August 12, approximately two weeks prior to my arrival, I received an email from Ms. Love.  She stated "After taking a second look at the online reservation in place, I noticed that the original transaction was not what our regular rate was for this time of year."  She went on to tell me that if I wanted to keep the reservation I would have to pay a new rate approximately double what my confirmed contract called for, and would also have to pay a substantial security deposit and a large clean up fee.

I wrote back and pointed out that we had a signed agreement and I did not think it was fair for them to tell me this two weeks before my arrival.  I had rejected several properties at a lower rate to book with them and was not prepared for this increase.  I also pointed out that the email she sent me indicated the rate was $250 per night, while their website listing clearly stated the $250 rate was a Summer Rate that ended on August 14.  She declined my offer to speak by phone and sent an email offering to keep my nightly rate as agreed to in the contract, but still add the clean up fee and the security deposit.  I replied by email and reluctantly agreed to these terms and asked for a new rental agreement stating the new terms.

She responded and requested a copy of my prior rental agreement and my confirmation.  I thought this was odd, as they should have that on file, but I did fax these over to them.  Four days passed, during which time I called and emailed, requesting a new contract with the new terms.  Then on August 17 I received an email stating that, after more consideration, they were not going to honor either the original agreement or the counteroffer that they made to me, but instead were going to go back to the original demands of August 12.  If I didn't want to do that, they would refund my money.

Well, needless to say a refund did not resolve my problem this late in the season.  I could not afford the higher rate and it was too late to find alternative lodging at a resonable rate.  We had to cancel our entire vacation.  I tried several times to contact the owner, Ginger Lundstrom, but got no response from her.  I also tried to contact the owner of the condo whom I located by Google, Jerry Leitman, to tell him how his interest were being represented.  He did not reply either.  He lives full time in a home in San Destin and I suspect this company is not only the rental agent on this condo but was also the real estate agent when he bought both of his properties.

While I have no proof, my personal opinion is that either they had someone who was willing to pay more for the condo so they forced me out, or the owner decided he wanted to use it that week for his own guests and ask them to throw me out.  The only other conclusion I can draw is that they quoted me the wrong rate, the owner refused to take a lower rate, and if Platinum Vacations had honored my rate they would have had to make up the difference to the owner.  Not wanting to do that, they simply decided to cancel my agreement. 

I had a signed rental contract for a specific rate for a specific period.  I paid my deposit and the balance on time and confirmed my reservation at least three separate times in writing.  They refused to live up to this signed agreement and as a result an entire family vacation involving several family members coming from different locations was ruined, after being planned for over six months.  A company that does business like this and refuses to honor a written agreement is not to be trusted.  It is unethical and I urge anyone considering doing business with Platinum Vacations of Destin or their sister company, Platinum Services of Destin, to reconsider their decision.