Edgewater Beach Resort - Panama City Beach, Floride

CORRECTION: This guest checked in with EASE, settled in and enjoyed the resort. As they were trying to lock up and depart for dinner, the keypad lock batteries unfortunately died and they were unable to lock the door behind them. (Likely due to temp dropping 30 degrees from the previous day. We do use Energizer Lithium batteries and change them monthly to prevent issues.) Being right after Thanksgiving, we couldn’t get our housekeeper or a locksmith out there in a time window the guest found suitable for their dinner plans. I reassured them that the resort is extremely secure and under extensive video surveillance, but they didn’t want to risk their possessions - no problem. So, we said they could go buy batteries, and we’d reimburse them AND remit a partial refund for the inconvenience - which we issued right away. They were able to replace them, lock the door, and get on their way quickly, but continued to text us throughout their stay, insisting on a much larger refund. As a small business of over 30 years, we strive to provide only the best VRBO experience for each of our guests. And, while we can’t say problems never arise, they never go unaddressed or resolved during a guest’s stay. Unfortunately, this was the rare guest that we couldn’t make happy, despite our best efforts.