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          Okanagan Vacation Home Rentals has 1 locations, listed below.

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            Business ProfileforOkanagan Vacation Home Rentals

            Vacation Rentals
            BBB accredited business

            At-a-glance

            Customer Reviews

            1/5stars

            Average of 1 Customer Reviews

            Customer Complaints

            This business has 0 complaints

            BBB Rating & Accreditation

            Accredited Since: 19/5/2006

            Years in Business: 22

            Customer Reviews are not used in the calculation of BBB Rating

            Overview of BBB Rating

            Overview

            Business Details

            BBB File Opened:
            9/3/2005
            Years in Business:
            22
            Business Started:
            1/1/2002
            Business Started Locally:
            1/1/2002
            Accredited Since:
            19/5/2006
            Licensing Information:
            This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
            Alternate Business Name
            • Canadian Vacation Homes Ltd.
            • Okanagan Vacation Chalet Rentals
            • MountainAccommodations.com
            • SandCastleAccommodations.com
            • Okchalets.com
            Business Management
            • Eugene Kalmuk, Manager
            • Mark Walker, President/Director
            Contact Information

            Principal

            • Eugene Kalmuk, Manager
            • Mark Walker, President/Director

            Customer Contact

            • Eugene Kalmuk, Manager
            Additional Contact Information

            Fax Numbers

            • (250) 860-0057
              Primary Fax

            Phone Numbers

            Email Addresses

            Customer Complaints

            0 Customer Complaints

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            Customer Reviews

            1 Customer Reviews

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            How BBB Processes Complaints and Reviews

            Start a Review

            Most Recent Customer Review

            J. M.

            21/09/2021

            Don't use this company to manage your home or book a vacation rental! We booked a home in West Kelowna from Aug 28-Sept 4. At over $1000 night, we had problems throughout the week: 1) The cleanliness of the home was completely unacceptable. We sent an email with pictures about our concerns and the company did not respond, just ignored our email. When I called, I was told "because you didn't complain until 2 days left in your stay, we will not do anything about it:" So the owner and the company did not feel it was worth responding or compensating for the dirty house (even though cleaning standards should be higher with COVID). 2) The pool was not clean and filters weren't working properly, affecting the temperature of the water and our ability to use it when we wanted it. When we complained, someone was sent, but we only got to use the pool 2 days. Find another way to book your vacation property!

            Okanagan Vacation Home Rentals Response

            23/09/2021

            hi there, I would like to respond to this. The client sent a text message the day after they arrived and mentioned that the pool was dirty and there was some debris (it was actually ash from the forest fires). The pool was in fact cleaned prior to their arrival and chemicals were also checked. Unfortunately during the time they were here it was during a significant forest fire and there was a lot of ash falling which in turn settles at the bottom of the pool. As soon as they mentioned the pool needing another vacuum we were there right away to address that right away. This was the only issue she mentioned and not one complaint about cleanliness at all, zero. This pool also has an automatic pool cover which with the turn of a key that they have access to it would close the pool so no debris would fall in. Two days before they are to depart I get an email saying the house was not dusted and cleaned property for their stay and they wanted a refund. They sent me a picture of a dusty air vent and a couple cobwebs on the chandelier. If we were to have been notified of this right away we would have sent a cleaner there asap to address any issues that they would have had which is common in the vacation home industry. Cleaners do their best and sometimes a cobweb can be missed. It is unfortunate that she did not have a good experience. This home was also completely booked for June, July and August, not one complaint about the cleanliness and we pride ourselves with that and doing our best to keep customers happy.

            Customer Response

            24/09/2021

            Here's my response to OVHR, to provide more details and counter arguments to their reply to my initial complaint: 1) Our party arrived at the property on Sat, Aug 28. We immediately saw that the pool and hot tub were dirty since we were going to use it, ** ******* ** *** texted the emergency line, and received no response. I texted myself the next day and received a response and they sent someone the next day (on day 3 of our stay) 2) If pool and chemicals were checked prior to our arrival, why was there so much dirt (or ash) in the pool and hot tub, which is covered? Yes, there were fires in the area, quite a distance from the property since according to OVHR, they were not allowing bookings to be cancelled because of the fires. I enquired on Aug 17 asking for a cancellation due to fires and alerts by the Kelowna fire emergency not to travel to the area. The response I received was there was "******* ** ** ***** *** ** *** *** *** ********* ** *** *** ******* ******* ** *************". If the pool was indeed checked prior to our arrival, how could there be so much dirt or ash in the pool? ** ******* spent 2 hours cleaning the pool on Sunday (day 2 of our stay) so that we could use it. After OVHR sent the pool person on day 3, the pool was still not working properly and ** ******* ** *** spent another 2 hours cleaning the pool on day 4. The next day the water was cloudy and not warming up. The pool maintenance guy returned to the property on Friday Sept 3 and finally realized that the filter was plugged which was causing the water and temperature issues. (on day 7 of our stay!). We never did use the hot tub because it was dirty and never handled. The hot tub is covered, so why it was dirty was never explained or addressed. 3) OVHR mentions in their response that we could have covered the pool. The instruction book within the property specifically states NOT to cover the pool - we were just following their directions! 4) With regard to the cleanliness (or lack thereof) of the property: I didn't "immediately" complain because only after a few days did we notice how dirty the place really was. On the first day, I cleaned the kitchen counter, realizing how dirty it was before I cooked. The next day, I disinfected the light switch panels, noticing there was dirt/grime on some of them. The third day, we saw all the spider webs on the chandelier overhanging the dining table (they weren't just a "couple"...I have pictures). Finally we noticed the build up of dust on the return air vents (not just one but several) - this kind of dust build up happens over time, not just over a few days or week. Black mold is starting to creep into the steam shower in the master bathroom. Just because no one before us complained, doesn't make it right! People are on vacation and the last thing they want to do is interrupt their vacation to complain and figure out when to send in a cleaning crew - so they overlook it. When you pay over $1,000/day, it is reasonable NOT to have to inspect the cleanliness of a property on your first day. It took me until Sep 2 to complain about the cleanliness, day 6, because I finally had time to write the email and after noticing several deficiencies felt it was worth complaining about. 5) I had to leave early from my vacation on Sept 2 because ** ****** *** ****** **** * **** ****** ******** ****** * ****** ******** ********. On Sep 2, as I was at the airport, OVHR decided to send plumbers to the property to change out a hot water tank. We had no notice that they would be there, they just showed up and I received a text and an email. ** ******* sent them away after realizing that even though they didn't have to enter the property, they would have to shut off the hot water for a few hours. We were travelling with ** ** **** *** ****** ** *** and had toddlers visiting with us - we should not have to interrupt our vacation to deal with these types of issues. When you are paying top dollar, there is an expected level of professionalism and customer care. 6) I did not ask for a "refund" as indicated in the business response. I asked for a 'partial refund' or compensation for the inconvenience of not being able to use the pool and hot tub for most of our stay and the lack of cleanliness for our 8 night stay at this property. 7) It seems like they will address problems when you point them out, but there seems to be a lack of quality control to ensure a higher standard is met when charging so much for a vacation property.

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