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Consumer Complaints

BBB Accredited Business since 07/15/2013

Excellent Vacation Homes

Phone: (407) 870-2242Fax: (407) 870-2125

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
11/20/2015Problems with Product / Service | Read Complaint Details
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Complaint
We spent over $1000.00 on a vacation rental with this company and feel we did not get our money's worth. They will not even acknowledge our complaints
We have been renting homes and/or condos for a very long time, myself over 20 years, my husband over 40 years. This home in Orlando was by far the poorest quality we have ever had. First, and most importantly to us, was the quality of the beds. The bed in the master bedroom, as well as the queen in the 2nd bedroom, were unacceptable. Anywhere you lay on the bed, you rolled to the middle, where there was no padding left on the bed. My husband and I were forced to sleep in many different beds or couches the whole week, never together. The twin mattresses were typical of twins, but also very uncomfortable. This alone made our decision to leave a day earlier than expected, checking out on Friday instead of Saturday. Another major reason is that we chose this particular house after seeing the photos of the pool and hot tub, only to find out upon arrival that it isn't actually a hot tub, it's just for show. False advertising. Add to that the issues we had with the shower drain, our car being broken into the 2nd night there in a gated community, the alarm system going off all night and not being able to get ahold of anyone for 2 days to fix that, the ceiling fans didn't turn off at the switches and you couldn't reach them to turn them off, and 3 of the 6 tvs we had issues with even changing the channels.

This was what will probably be our last trip together as a family before our oldest graduates from high school, and needless to say, all of these problems put a major damper on our trip.

Overall, we were very unhappy with the home, feeling we did not receive what was advertised.

I've expressed our issues twice with the person handling our contract, she will not even acknowledge my correspondence.

Desired Settlement
We would appreciate being offered some of our money back. We had thought the deposit we put down, was a security deposit and that we would at least get that back. Now they tell us it wasn't a security deposit but a down payment and it is non-refundable.
We feel we are owed something for the poor quality we received. For them to not even acknowledge our concerns is very upsetting.

Business Response
Contact Name and Title: Rembert Vonk, President
Contact Phone: 407-870-2242
Contact Email: **********************************
Dear *****,

First off our apologies for the apparent non-responsiveness to your concerns shared earlier by you via email. For unclear reasons the internally forwarded email fell in between the cracks, hence remained not replied to. Not our normal operating procedure, so again, please accept our apologies. We have implemented an extra step in our processes to prevent such a thing from happening in the future.

Based on our now more than 750 all unique, authentic reviews left by past guests, with ratings resulting in a 5 out of 5 stars score for 'Service provided by Vacation Rental Manager', we like to think we know how to do an excellent job meeting every guests needs, prior to, and during their stay.

Our team always works in advance of the guests' arrivals to ensure a proper condition of the vacation rental homes upon check-in. Your home too was inspected by a member of our quality control team, making sure all is not only properly cleaned but also in working order. This inspection is carried out on the day of arrival and may take up to one full hour. It includes for example testing of all TVs (and programming them to power up on the Disney Channel, to get in the vacationing mood even more).

Tracking back in our systems and office logs, we find that two days after your arrival you called our office with two concerns, one with the security system beeping in the early mornings, the other one a slow draining master bath walk-in shower. We sent a maintenance tech to successfully clear the shower drain, who then also performed a diagnostic of the home's security system. A full reset of that system did the trick, removing both concerns the day you had called these in. For future reference, please note that all our communications reflect that we are on call 24/7 for any guest concern that may occur. We always gladly assist.

I am truly sorry to hear that you had more concerns during your stay which were not shared with us until after your departure. When a team member did an inspection to investigate these in response to your message after your departure, it was noted all TVs and remotes were working fine, so maybe you had been able to resolve that yourself prior to departure, we can not be sure. The ceiling fan pull cord and wall switch were found out of sync as we call it. That was easily corrected on the spot, which we would have loved to have been able to do for you while still in house, if only you would have shared that concern with us then. We hope you understand it is hard for us to address such guest concerns adequately after your departure.

The solution to the allegedly uncomfortable master bedroom mattress is a similar one. This is a so called sleep number bed, appreciated by many past and repeat guests. We think you may not have realized it is a sleep number bed, as otherwise you would have been able to adjust its firmness by adding air to the mattress for that extra support, with help of the remote typically left on the night stand next to that bed. All other beds and mattresses in this home are less than 2 years old, so age should not be a concern in light of you considering these being uncomfortable, but we do appreciate that preferred firmness of a mattress is a very personal thing.

Lastly, you also indicated the concern of the in your point of view so called false advertising regarding the pool feature not being a real hot-tub; pulling up our listing for this wonderful home on ************ (the site you reserved this home through) the full description includes the following paragraph: "...The family room offers access through the french patio doors to the inviting swimming pool. Pool deck chairs allow for pool side dining and relaxing. The separate area as seen in the photos is feature only, not a hot tub...". We do this to exactly prevent the kind of concern you now shared. We of course appreciate that this may have gone overlooked in your search through multiple vacation rentals available on the many listing sites out there but hope you understand that we do not consider this false advertising, more the opposite, as clearly indicating the feature is a feature, not a hot-tub, removing any possible doubt.

We work very hard to meet every need of our guests and provide a professional hospitality experience, and it is unfortunate if any guest departs with unresolved dissatisfaction.

Really in light of the non-responsiveness to date from our leadership to your concerns shared after departure, we would like to extend a $200 refund to you which we sincerely hope you will spend again with us next time you decide to visit the Central Florida area, and all the great things it has to offer.

Upon your confirmation of acceptance we will credit this amount to your credit card on file with us.

Thank you for your consideration.


Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate their willingness to finally address our concerns. While I may disagree with some of the solutions, it seems just a lack of communication. Thank you for your help with this matter.

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Vacation Rentals, Property Management

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