Since our inception in 1959, Elliott Beach Rentals has helped provide millions of vacationers with a wonderful vacation experience, and many of our guests return year after year. Elliott Beach Rentals has achieved this through its integrity, reputation, and goodwill, which has been earned over the years by providing the best experience and service possible to our valued guests.   As with any rental, there are those infrequent times when a guest may have an issue; it could be anything from an appliance that doesn't work to cleaning and linen issues, etc. Our goal is to rectify the situation as quickly and competently as possible. 

Pursuant to that end, we have a process that is simple to follow and has stood the test of time.   The process is as follows:   

Step 1   Call Elliott Beach Rentals at (843) 249-1406, utilize our text-based platform shared with you on your day of arrival, or make us aware through our Elliott VIP guest portal to communicate with one of our customer service representatives. Be polite to them. They want to help resolve your issue. Explain your problem and let them know the property you are in so they can enter your issue into our system and create a work order to have the appropriate vendor or housekeeping dispatched to correct the issue. You do not have to wait on a vendor or cleaning crew. Enjoy your vacation.   

Step 2   If you need to speak directly with a member of our management team, someone will be made available to you by telephone or in person at your check-in location. Almost all of our complaints (including refunds) over the years are amicably resolved after this Step 2 has been completed.   

Step 3   If a guest is still unhappy after steps one and two have been completed, Elliott Beach Rentals has established a formal Guest Advocate Resolution Process. The Guest Advocate will be someone with the authority to make changes and or corrections based on discussions from steps one and two above. 

To avail yourself of this Step 3 Guest Advocate:   

• E-mail to [email protected]; 
• Send in correspondence or notes from steps one and two, including applicable pictures, etc. 
• Send in additional requests you feel will satisfy your concerns.   

Your guest advocate will serve as an extra set of eyes focused on your concerns. The guest advocate will help ensure that your voice is heard. All of the facts and circumstances, including what the problems were and how they were corrected, timely or reasonably, through steps 1 and 2, will be reviewed, including refunds, based upon what is reasonable, fair, and appropriate under the circumstances. The guest advocate will have the authority to make corrections/adjustments as warranted.   

GUESTS EXPRESSLY AGREE THAT THE PROCESS OUTLINED IN THIS GUEST COMPLAINT RESOLUTION POLICY SHALL BE THE EXCLUSIVE MEANS THROUGH WHICH GUESTS MAY VOICE OR EXPRESS GRIEVANCES AND/OR COMPLAINTS AGAINST ELLIOTT BEACH RENTALS. NO REFUNDS WILL BE CONSIDERED FOR DISPARAGING REMARKS IN BREACH OF SECTION 30 OF THE GUEST RENTAL AGREEMENT.