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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that LeisureLink meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for LeisureLink include:
- Length of time business has been operating
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Michael Thorwegen, Director of Sales Julian Castelli, CEO Mr. Jeremy Griggs, Controller Sunny Hunt, Dir Mktg & Cust Exp Mr. Thomas Raudorf, Senior Operations Manager Mr. George Trevino, CFO Mr. Patrick Young, Company Contact
Travel Agencies & Bureaus Computers - Sys Designers & Consult Resorts
Alternate Business NamesHawaiian Beach Rentals Mexican Destinations Mountain Reservations Overstock.com Travel VacationRoost Inc.
Products & Services
Airfare, lodging, rental cars, ground transportation, ancillary services.
90 S 400 W Ste 300
Salt Lake Cty, UT 84101 (800) 215-7021 (800) 853-0787 (888) 337-6678 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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BBB Reporting Policy
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Additional Phone Numbers
- (800) 215-7021(Phone)
- (800) 853-0787(Phone)
- (801) 943-3559(Phone)
- (888) 337-6678(Phone)
Additional Web Addresses
Additional Email Addresses
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: The unit advertised it was air conditioned. Actually, only the bedroom was air conditioned and it barely worked. The unit was hot the entire week. The unit was miserable all week because the AC didn't work and didn't cover the entire unit.
Desired Settlement: They gave me a 20% refund, which is unacceptable. Nobody would stay in a hot hotel room for a week for a 20% discount. I wouldn't stay in a hot hotel room even if it was FREE!
Contact Name and Title: ******* ********* Director of Sales
Problems with Product/Service
Read Complaint Details
Complaint: the unit we rented became unavailable. They have failed to provide a unit of equal or great value according to their contractual agreement. On 9-9-14 we we put a non-refundable deposit (50% down) on a condo in Beaver Creek Colorado for our family reunion. Ther are 12 of us. We had been searching for weeks for the perfect spot so we were very excited and purchased our plane tickets. On 9-22-14 Vacation Roost emailed to say our unit had been sold and they would have to relocate us and not to worry because "according to their agreement they would have to find a unit of equal or great value." They have failed to offer even one solution that fits our needs. We are willing to sacrafice on certain things, but we do need enough room to sleep 12 and we did have a ski/in, ski,out location. the rest we are willing to budge on. We do not want to gain from this situation. We just want comparable accomodations. They are slow to respond. Not replying to emails or sending any options. They have suggested several times that we look on our own. The problem is, the longer we wait, less properties that are available. I believe Vacation Roose is dragging their feet so that we get something on our own. We do not want our money back. We want them to FIND A PLACE FOR US TO STAY. We are extremely nervous because this vacation is very special to us. The initial sales rep, ****** was wonderful and apologetic for the circumstance. He elevated it to his manager **** and he has been terrible. Not ansereing emails on a timely basis and not offering any solutions for us. Time is extremely important right now as we have plane tickets but no vacation accomodations. Also, prices are going up as we got in on a deal that was 35% off.
Desired Settlement: We would like a compareable unit to the one we contracted for, PER THEIR CONTRACT: Beaver creek Village, 4 bedroom plus den, Ski in/ski out. It also had a private deck with hot tub, free internet, nice furnishings, garage, etc.
Business Response: Initial Business Response /* (1000, 7, 2014/10/15) */ Contact Name and Title: ******* ********* Director of Sales Contact Phone: XXX-XXX-XXXX Contact Email: **********@vacationroost.com VacationRoost has settled this issue with Ms. ****** to her satisfaction. She said that she no longer wants this complaint to be active. We appreciate her business very much and took great pride in making sure that the ****** group was happy. Thank you very much, and please let me know if you need anything more from VacationRoost.
|6/2/2014||Problems with Product/Service|
|4/22/2013||Problems with Product/Service|