Not what we paid for...and dog hair!
First of all, I wish I would have looked on the BBB website before booking our stay. Some of the same complaints I saw from others, happened to us. After looking for a property that allows dogs, I found a property thru this company that I thought would work for us. My dad passed away this year and we decided to go to the beach for thanksgiving. I booked it in October. 2 days before checking in, they sent me an email. I didn't receive the email but I had given my work email, not my personal one. The day before we were to check in I received a call from ******** from this company. She stated that a reservation had gotten "stuck" in their reservation system....what? It sounded strange to me then and still does. So, after her promising that the property they were offering was just as good as the one we reserved, I agreed to changing. We didn't have a choice...our money was gone and we were at their mercy. Well. We went down and got to the property. We hardly had enough space to park our vehicles, they did stick out in the road. Next. Was the clincher. When we opened the door. ..it smelled so much like a wet dog, unbelievable! And this was "after" it was cleaned :( white dog hair flying everywhere on the floor, dirty socks with white dog hair in the window seal, and just having that dirty smell and feel to it. I called the office number and spoke with ********, I told her we were not happy with this property and after talking to her for a while, I agreed to have someone come and re clean the place. **** came and he did do a great job...if he would not have come I'm not sure what we would have done. We stayed, but it was still not the place we wanted and paid for. I don't think that is an honest way to run a business. I've contacted **** about my concerns and a refund, but in her reply back to me, she stated she does not give refunds if we had already stayed in the house. I'm not sure what's going on with this company, but from some of the other complaints it sounds like this is something they do quite often. Shame on people that take advantage of others, not a good way to do business.
We feel this property was a step down to what we paid for, not what was promised after agreeing to make the change,
And not left in a clean condition. We feel that we should be given a refund since the property wasn't what was promised to us.
Thank you for being our customer and for taking the time to make your personal comments regarding your recent vacation with us. We are happy that we were able to offer you one of our pet-friendly properties to accommodate your whole family including your dog. I take great pride in the cleanliness of our units and want to ensure you that we do have a documented cleaning and inspection process that has left many of our previous customers this year (over 1000) leaving us with outstanding reviews.
We are sorry that the double booking took place. Unfortunately as mentioned several times in our earlier conversations, we did not realize that the property was double booked until four days before your vacation. You had reserved a property with us October 8th, 2015 for the dates November 26th, 2015 and November 29th, 2015 online through our Online Reservation System. In this instance, we had not synchronized our online calendars properly and so unfortunately we did not notify you of the double booking until four days before your vacation began on November 22nd, 2014 which was the same time we became aware of our mistake.
When we were able to reach you by phone on November 24th, we had offered you a comparable property or a full refund. Even though we were not required to offer you a full refund by contract, we did offer a full refund on November 24th, 2014 if you decided to cancel before using any of your vacation with us. You decided not to cancel.
I have pulled excerpts from our contract that showing that the booking is non-refundable and that we reserve the right to substitute a comparable property without further liability.
Please see the excerpt below from the signed rental contract stating a non-refundable payment of 100% of the total amount due at the time of booking.
"1.3 Payment Terms & Cancelation Policy
The Guest shall pay the Property Manager/Owner in full the total amount for the entire rental term plus the Damage Protection pursuant to the following terms:
If the booking date is less than 60 days from arrival date Guest shall pay the Property Manager/Owner a non-refundable payment of 100% of the total amount due at the time of booking."
Please below where rental Owner/ Property Manager reserves the right to substitute a comparable accomodation.
"19. Substitution: In the event a reserved accommodation becomes unavailable for rental use, we reserve the right to substitute a comparable accommodation or grant a refund of your payments, at our option, without further liability."
We took immediate action when notified upon your arrival ( November 26th, 2014) that you felt it was dirty by doing a deep clean on the property and ensuring that you had everything you needed. Thank you for your compliments both now and earlier concerning our staff's excellent recleaning and professional presentation during the reclean on November 26th, 2014. Since we did not receive any further communications from you for your entire vacation, we understood from the glowing accolades on November 26th, 2014 that you were completely happy regarding your accommodations. However,
Several days after your full vacation on December 1st, 2014 we were contacted by you regarding a refund and your dissatisfaction. I do wish that you had contacted me at anytime following your statement of satisfaction on November 26th, 2014 as I and my staff would have made every attempt to ensure you and your family would have a very satisfying vacation. On December 1st, 2014 I called and emailed offering you a discount on a future vacation and received no response.
Our contract clearly states no refunds, especially when a guest has enjoyed their full vacation with us. However since I was not given the opportunity to satisfy all of your needs during you stay, Jeb Holdings will give you a $100 credit towards a future stay of 3 or more days at one of our properties. We take all customer concerns seriously and hope that your next visit will be more pleasurable. Jeb Holdings will make every effort within reason to ensure a relaxing future vacation.