XAdditional Notes
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: My family and I just returned from a vacation in one of their rental homes. We found the service to be dishonest and advertising misleading.
We rented this home from 11/18 to 11/24. Upon arrival at the home at 4p on 11/18, we phoned the emergency number for this rental management company for many reasons. The golf cart that was advertised as part of the home's amenities was not in the home, the home was not clean, and there was a safety issue with a broken spindle on the upper level of the staircase. I also emailed the company at 4:10. We received a text back stating the golf cart had to be removed due to a new law issued from the Sheriff. The golf cart was still being advertised on both Mr.********** listings for the home, vrbo.com and bookdisneyvillasdirect.com. He claimed the verbage was removed once they received word from the Sheriff. However, I have a copy of both websites advertising the golf cart as part of the home dated 11/25, a day AFTER we checked out. This is misleading advertisment. Mr.******** did compensate us with $100 for the golf cart on 11/20.
We requested to be phoned in our return text as well as the initial email to address these issues and we did not hear from anyone. Mr.******** later said the office is closed on Sundays. Someone came to the home on 11/19 and placed masking tape around the broken spindle as a repair. The manager claims the spindle was second from the ground and was repaired in full but this is completely untrue. The spindle was on the upper level of a staircase. I have pictures showing the correct spindle and the masking tape placed as a repair. The manager (Mr.********) has claimed a full repair was made but this is not true.
A technician also was sent to the home to check the pool and was found that the pool needed freon. It took 2 days for the repair to occur and another 24 hours for the pool to warm. Mr.******** claims the pool heat was included free of charge but this is also untrue. Our booking form clearly states the pool heat was $35/day and our total was $1410 including pool heat. He did refund us in the amount of $140 for the pool heat for the days the pool malfunctioned.
The house was also very dirty. There were food crumbs on the floor in the living room to include a half eaten pretzel and french fry. There were fecal droppings in the game room and an overall dirtiness to the home. I informed Mr.******** of this on my initial email from check in as well as several other emails through the week we were there. He claims in his response to my comment on vrbo.com that I did not let him know these things and if I had they would have fixed the problems ASAP. This again is untrue. I had let him know of the droppings and food on the floor several times and he never corrected the situation. I swept the game room of the droppings myself as well as vacuumed the home.
I am filing a complaint against this company due to their misleading advertisement and dishonesty. Mr.******** has been outright dishonest and misleading in his response to a comment I made on the villa on his vrbo.com listing. I have no way of openly responding to his comment to let future renters know of his dishonesty. He is dishonest concerning the pool heat, spindle, cleanliness of the home, and golf cart. Most importantly his golf cart is still currently being advertised as part of the rental which is misleading. His bookdisneyvillasdirect.com listing for this home (Paradise Palms) is still advertising the golf cart. Copied....Ă¢ï��¢Villa has its own Golf Cart and access to the Reunion Golf and other pools.
It is extremely upsetting that Mr.******** has been so dishonest and misleading with these instances and following up. His home was not delivered as promised and was found to be unclean and unsafe. We had several kids in this home during our stay who could have fallen through the broken spindle. I am happy to provide pictures of the spindle and uncleanliness as well as any documentation needed.
Thank you,
*****************
Business Response
We are greatful to repond to this report, as we have to date with several of the guest's emails including our "rebuttle comment" on the VRBO site. For the record the guests stayed at one of our 5 bedrrom Villas in Reunion. Florida
We find it interesting that in this BBB report the guests now refer to the monies that we paid them both in good faith and consdieration for their stay. The $100 cash for the loss of the use of the golf cart and then #140 for the loss of pool heating making it a total of $240 a 17% repayment Yet in their VRBO testament they made no such reference. In an email reply on this subject the guests stated that they and here I quote "did not think it prudent" - we have to ask way not other than to hide the fact that we did respond to them and issues raised plus pay a condideration to them
To carry on - the nightly rate quoted was for $235 an ALL IN ONE COST to include such things as the 13% tax, pool heating and the departure clean - we isllustraited one of the rates the pool heat as $35 per night. All these items were paid by the Owner and therefore free. But the guests refuse to accpet this and state that the pool heat was not free to them - yet at the same time they did not make any comments on the other items the tax or the departure clean. Why not. The 35$ notation was there to give an idea of the value of the $235 rate being offered. EG if you take 6 (nights) of pool heat rated @ $35 per night and then add this to the departure clean of $155 and then the 13% of the total - there would have been an addtional cost of $548.30 and so if you were to add this to the rate of $1410 the total stay would have cost $1958.30.
We have never in the 8 years of opperations had any guest complain or make comments that the nightly rate was anyhting other than a inclusive cost and discounted at that
The Golf cart - the use of this on the Reunion roads was stopped a week before the guests arrived by the Local Sheriff after over 10 years of use - this action was completely out of our control and when they arrived on Sunday night we reported the same to them Appriciating their disappointment we gave them a $100 cash (within 24 hours) inconsideration plus we gave the guests an extra days water park pass making it a total of 3 days at no extra cost to them. Again this was not indicated within their VRBO report
The Guest's complained of the the Villa not being clean - which we disagreed with them at the time of thier report. Indicating that the previous geust had left at 10 am that morning and left a glowing report to be placed on VRBO that the Villa was well presnted and how good the housekeeping was
It was also reported that a spindle to the handrail was damaged - which we also confirmed to them indicating that it was tempory fixed, as it was Sunday, the fix was by "epoxy resin glue" and covered by tape and would be completed on Monday. There was also an issue with a glass panel to a picture in one of the bedrooms. When the Villa was checked out by carrying out our walk through we would have notice a broken glass panel to the picture and would have removed it asap before their arrival.Onced notifed we remove the picture asap for safe keeping As we did not understand the damage to the picture we did contact the previous guests and asked if they knew or saw a broken glass panel etc. they reposnded by sating they did not recall seeing one So we are at a loss to know how it managed to get broken
Pool heater - on Monday were informed that the pool water was not heated. We did explain that the pass days the ambiant temp had been 50 degs or lower which will affect electrical heated pool heaters (there is also a note to this affect in the Welcome Book) but would be out to check on it We found that the heater, though running, was not producing heated water. We phoned the Manufactures Rheems. As the unit was under guarantee it had to be fixed direct by their service group. We had NO CONTROL over the timing or the day that this would happen - The guests complained again and we explained the same to them but perhaps the guests did not appricaite that behind the sceens we were on the phone to the service team about every 3 hours saying that is was an emergency as the family had young Children But the guests just saw this as a failure by us to get the responce that they wanted. It was fixed with a half day and a full day before they departed. Inconsideration we gave the guests $140 but agin there was no reponse to this fact within the VRBO reveiw - so we assume this fact is also covered by the heading "we did not think it prudent"
At depature we issued a emial illustraighting the total payment made and added a copy of the terms and condition that apply to all our homes
Our responce to the VRBO reveiw as it is above is fair and balanced and from this point on we have no further comments to make
thank you ****************** RIBA MBA
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We absolutely do not accept the response from this business as it continues to be false and dishonest. As a response to the mention of the monies that was returned: On my comment on the VRBO site I was limited in space. I felt it important to cover the points that I was able to cover in the space provided. I am certainly not trying to hide anything. Mr.****** is continuing to be incorrect and false in his statements. We were given $100 consideration for the golf cart but it was certainly not within 24 hours. We arrived on Sunday and the money was left on Tuesday. Well over 24 hours. We did not receive a full $240 as Mr.****** charged us the paypal fee and received slightly over $220. We should have been notified before arrival concerning the golf cart and he certainly should not still be advertising it. Please see www.bookdisneyvillasdirect.com under property "Paradise Palms" to find the golf cart still listed.
RE: Pool heat cost: I completed the booking form as Mr.****** only sent me a blank form. The form does state the $35 for the pool heat as a standard rate. There was not a space on his booking form to designate the cleaning fee and taxes as he only provided me an all inclusive rate as I requested on my initial contact. As we know, taxes are not free, so I can not see how giving me an all inclusive rate should be considered as providing free pool heat, cleaning, and taxes. Again, it was all inclusive. He chose to send a blank booking form to me, where I inputted the information and sent back to him for approval, which he approved. I am happy to provide the booking form for the BBB to reference.
RE: housekeeping: Mr.****** states on his VRBO comment that had he been made aware of the housekeeping issues they would have sent someone out ASAP. This again is false. The issue was not that the prior guest left and stated the house was in nice order at 10am, the issue is the house was not properly cleaned in between guests. There was food on the floor, droppings in the garage, and we have photos we are happy to share. We did make Mr.****** aware of the issues the day we arrived. He did not send anyone ASAP to correct as he is stating in his response. I am happy to provide the documentation showing when we contacted Mr.****** as well as the photos of the dirtiness of the house.
RE: stair spindle: Again, Mr.****** is completely incorrect. He NEVER let us know of the spindle. I included it in an email to him upon arrival. There was absolutely no repair to it on Sunday when we arrived. The spindle was completely broken in half, no tape or epoxy on it. Nothing. Someone came on Monday to the house and placed masking tape on it and that is it. I have photos to prove this as well.
RE: Broken Picture: We noticed the broken glass on Monday eve as we were putting our son to bed. The picture was hanging above the bed with a break in the glass. We absolutely had nothing to do with this break. I highly doubt anyone inspected this home in a walk through as we certainly agree this would have been caught as well as the droppings in the game room/garage and food on the floor. There are several things that would have been caught had there been a walk through and I would be interested to see any documentation this home had a walk through.
RE: pool heater: Again, Mr.****** is incorrect. We let him know on Sunday upon arrival that the pool was freezing and no signs of heating. He NEVER explained anything of the such as stated above about the ambient temperature, etc. We found this information in the binder within the home. The only thing he said when we contacted him about the heater is the prior guest did not say anything about the pool being cold. Indeed, the pool heater was broken and needed freon from what he said after someone came to look at it. It was not fixed with a day and a half remaining in our stay. The pool did not start to feel warmer until Friday afternoon. The day before we left. So, for our 6 day vacation that we were expecting the pool to be heated, it was only warm a half of a day.
Mr.****** did send me the terms and conditions of his homes the day we DEPARTED. Certainly information that we needed at arrival or before to be informed of his terms and conditions. Not at departure!
We find it disgraceful the dishonesty Mr.****** has maintained. He tried to send me a photo of the lower staircase saying they completely repaired the spindle but it wasn't even the right spindle or staircase. As you can see he is completely unreliable and untrustworthy. As his response on VRBO to my review of his home is dishonest and misleading to future guests. I am happy to provide any further documentation concerning Mr.****** and his dishonesty. It is very appaling!
Business Response
Thank you for the Guests reply which we have read with interest But we seem to go over the same story each time in either emails (back and forth) the VRBO review and rebuttal and now the BBB complaint and rebuttal
We are sorry that the cart was not available and the pool heater did not work for the whole period but we have explained why as we have with the other issue raised and we seem to be at that stage of an impasse.
To this end we have copied the last 2 review that the Villa has received form guests that have traveled over 4000 mile to stay at the home and leave it up to the readers to conclude their own thoughts etc.
Hard to find a nicer location
Guest: Bev (London England )
Date of Stay: 11/28/12 Review Submitted: 12/06/12
It would be difficult to find a nicer location as Reunion. At such a good affordable rate and so close to all the attractions. The Villa is more spacious that the web photos can show and with a party of 8 adults and a small child to have our own space and privacy when need was good and not to be under everyone's feet. The Villa was very clean and beautifully presented on arrival and all you could possibly ask for was provided. All our queries and concerns where quickly addressed and about Reunion and the only small point was a burnt out light bulb which was fixed immediately. Reunion Resort was great, the water park for those who did not want to play golf worked out really well - as they cater for small children and also have a kids club. It was great to come home to the Villa after a long day at the parks or shopping (sometimes both where did the time go) to relax and chat around the pool. Would definitely come again to this Villa if the opportunity arises and would recommend it to any friends planning a Disney vacation. Our stay just went too quickly Thanks ****** and ****** and the team for helping to make our visit just perfect. Bev and family
Recommended for:Sightseeing, families with teenagers, romantic getaway, people with disabilities, age 55+, adventure seekers, families with young children, girls getaway.
Excellent vacation would highly recommend to all families
Guest: ****** (Kent. England )
Date of Stay: 11/20/12 Review Submitted: 12/02/12
We have just returned home from a great vacation holiday in Reunion Resort. This was our first time at the resort and the first time renting a vacation home. The home was beautifully presented and very clean. The way the bedrooms were presented with Swan designed from towels was just wonderful and when we spoke about it to management ****** was very kind to come to the home and teach the girls how to do them and so I guess now I will have to buy some more towels for them to practice on. The management company also found us the best deals for theme park tickets, which were delivered the next day after arrival and then when we lost our keys at Sea World they we contacted them and they arranged for someone to come out to us and open the car and then met us the home to make sure we were all OK. As a family we would highly recommend this vacation home to anyone to come and enjoy the experience as we did with the theme parks a short drive away. We were delighted also with the Reunion Water Park day passes and took the advice to watch the fireworks over at Disney from the swimming pool area on the top floor of the Reunion Hotel which was ausome A great time was had by all
Recommended for:Sightseeing, families with teenagers, romantic getaway, people with disabilities, age 55+, adventure seekers, families with young children, girls getaway.
Therefore and to this end we have no more comment to make other that to Wish One and All a Very Happy Holiday and New Year
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We agree that we have gone back and forth concerning the same issues. The bottom line is Mr.****** has lied and misrepresented the way he handled our vacation on his VRBO rebuttal to our comments. We had hoped by filing a formal complaint with the BBB we could have these issues on record and what truly occurred, as well as his dishonest response removed. At this point we have gone back and forth with his version versus our version. I have plenty of documentation as well as photos proving Mr.******'s dishonesty. Moving forward, we feel he is extremely dishonest and misrepresenting. If the BBB would like to get further involved and view our documentation proving his dishonesty and have Mr.****** remove his misrepresentation on VRBO that was our goal.
Business Response
Thank you for the opportunity to reply But we really do not have anything more to say on the subject which has not already been said that would be even more constructive.
We have replied to all the issues raised in all the emails the VRBO review and now the BBB - we have paid compensation - which we did not think we had to and for the reasons given. There is no middle ground to this just an impasse as both sides feel that they are right. Thank you
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We were hoping that the BBB would step in and review the facts and documentation we have so a decision could be made and rightful action taken against Mr.******'s dishonesty and misrepresentation. If we continue to go back and forth without the BBB involvement then we agree there is no reason. We would ask the BBB to review our documentation and records and ask Mr.****** to remove his dishonest and misleading reply on VRBO as well as pursue any BBB action (ie reduce Mr.******'s rating due to his lack of service). We do not wish to hear further from Mr.****** as he is not speaking the truth. We would ask the BBB to take the appropriate action. Thank you.
Business Response
Futher to the latest report again we have no comment to make at this time or again in the future
Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We would request the BBB to get involved and review the documentation to make a decision. We feel The ****** grading should be lessened as well as their dishonest rebuttal on VRBO removed. We will not resolve anything going back and forth between us and Mr.******.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
