Paid in full reservation for specific property rental not honored. Advised owner terminated agreement with CFRM, and we have no guaranteed lodging.
After talking via email with who we believed was the owner of a property shown on VacationRentals.com, ****** ******, we decided to rent her property for $850 for 8 nights, March 9-18, 2013. On 8/16/12 I made $175 deposit for property located at *****************. Recd confirmation. On 1/11/13 paid remaining balance of weekly rental fee of $715.40 (payments processed through VacationRentPayment online using my Visa Debit Card. Property located in Regal Palms Resort is a 4-bedroom townhouse, 3.5 baths, with fully loaded kitchen and access to all services of the Regal Palms Resort. On 1/11/13 I received the check-in instructions, door access code, phone numbers and instructions on what to do upon arrival. On 2/24/13, two weeks prior to arrival, I emailed CFRM Villas regarding instructions about late arrival. On 2/25/13 I recd a call from Valerie at CFRM acknowledging my email, but she stated that we would not be able to stay at the above property because the owner discontinued service with CFRM. Valerie offered another property in Regal Palms Resort, but stated that we could only stay there 4 of our 8 nights and would have to move to yet another property after 4 nights. I advised this was unacceptable. There are 8 of us traveling from Ohio by cars, with one person being elderly, and we had arranged for a full week's vacation at the resort, as well as attending a family wedding. I asked if we had any rights or guarantees in working with them and she said we wouldn't have any if we worked directly with the owner either. Valerie did offer to look around and see what else she could find and would get back to me by 2/26/13. I am concerned that we don't have any rights, even though we completed our required payments and documentation. This is the first time I have ever tried to rent a property like this, or use CFRM Villas.
We require a property of equal amenities, beds, services and resort privileges, as those we have paid in full for the aforementioned property. The replacement property must be available for the entire 8-night stay, as reserved, March 9, 2013 - March 18, 2013 in the same vicinity. We do not have any alternatives, we cannot cancel our plans due to the family wedding, and breaking of this contract will cause us an undue hardship, have major financial implications and emotional distress. We would have to seek legal recourse if not satisfactorily resolved. We truly hope CFRM Villas has some obligation to make good on their end of the rental agreement. I'm asking for the BBBs help in resolving this ASAP since we are due to depart Ohio on 3/8/13. Thank you very much.
Business' Initial Response
This person who lodged the complaint is considering withdrawing the complaint. For this reason, I am not responding at this moment. Thank you for your understanding.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I've never asked for a free vacation, nor any kind of refund. I just want it to be known that there are many flaws with this Management Company and the homes they have available for rental. This was our very first experience with renting vacation homes and, perhaps, our expectations were too high! Wanting working appliances and light bulbs in the homes. I understand and appreciate they threw in the pool heat, but we only requested that because had we been at the Regal Palms Resort for the entire stay, we would have had heated pools to use all week, not just 2 out of 5 days at the Gee Villa. We certainly learned some valuable lessons through this process. Again, I also complimented ******* several times and did feel she was doing her best to help, but still felt there were problems at every turn.
I WILL now consider this complaint closed, as our vacation is over and, hopefully, I've made my point. Hopefully in the future, this company can do a better job of communicating rules, agreements, services, and expectations up front to make more happy customers.
Business' Final Response
On behalf of ******* and our entire CFRM Villas Team, I wish to thank the Guest for closing this complaint as we continue to strive to be ever more responsive to our customers.