Business ProfileforRealJoy Vacations

Beware of this company. While the home was very nice, the service from Real Joy was the worst I’ve experienced. When our credit card was charged two weeks after our stay, I called to ask why. We received an email of the charge same day the debit occurred. I was told we would receive a call back in the morning. This was on 4/16. It is now six days later without a response. No one will return our calls or emails and have been told all communication must be handled through email. I will never book with Real Joy again. And note- another family stayed in the home after we checked out on 4/15 (debit on card was not until 4/16 as pending and 4/18 as full debit) another reason an explanation is warranted.

We are so happy to hear that you enjoyed the home you rented! However, we are sorry to hear that you are dissatisfied with the service you received. Before each arrival and after each departure, our property inspectors visit and perform a list of inspection tasks. Assessment of all televisions and of all furniture are included in this list of tasks. I've looked into the details of your case and see a record of the following: Upon inspection of the property after your departure on 4/5/2024, impact damage to the display panel was found on the 43-inch TV in the 1st-floor guest bedroom by our property inspector. Two images, both time-stamped, were taken and our team did notify you via written communication regarding this damage and the additional charges associated with them. Also discovered on 4/5/2024, in the same room, was a broken lamp. Images of this were also collected by our team. On 4/8/2024, our assistant property was preparing the home for our next guest due in on 4/12/2024, and he discovered the sofa in the bunk room sustained significant damage to one of the arms and one of the attached back cushions. Timestamped images of this discovery were also collected by our team. The caved-in arm was not repairable and the couch had to be replaced. Receipts for the couch and the television were both provided to you. As a courtesy, our team decided not to pass the cost of installing the TV or replacing the lamp onto you as our guest. There was a delay in our team recouping these funds, as this took place during the peak of Spring Break- one of the busiest times of year for us. Additionally, multiple departments are involved in cases that include damage caused to the rental property, including our operations team, owner relations team, and guest services team. Having multiple departments involved helps us ensure we are not charging guests in error. This can lead to delays as we take great care to be as thorough and detailed as possible in our investigation of the situation. Additionally, as stated in the rental agreement you signed upon booking your stay with RealJoy, "We require a valid credit card to be on file to cover any losses or damages that may occur during your stay. Your credit card may be charged without your prior notification if we find damages that weren’t present when you arrived and you didn’t report before you departed...I understand and consent to the use of the credit card provided without original signature on the charge slip, that an email of this agreement will serve as an original, and that this Credit Card Authorization cannot be revoked and will not terminate until 90 days after the rental is vacated. Additional charges may include: unauthorized long distance telephone and satellite TV charges; excessive cleaning fees; damages beyond normal wear and tear and unreturned keys. If the listed card is declined, expired, or otherwise I agree to allow RealJoy Vacations to charge a card that was used to make any rental payment for my reservation." We are terribly sorry for the delay in communication with management. This resulted from a miscommunication on our end regarding a timeline for you to expect a response, and the last thing we want is for our guests to feel ignored. Please let us know if you have any additional questions.