Complaints

This profile includes complaints for Grand Welcome's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grand Welcome

  999 Corporate Dr Ste 133 Ladera Ranch, CA 92694-2146

• 

  Grand Welcome

  1833 Kalakaua Ave Ste 210 Honolulu, HI 96815-1500

• 

  Grand Welcome

  75-1029 Henry St Ste 103 Kailua Kona, HI 96740-1666

• 

  Grand Welcome

  1833 Kalakaua Ave, #906 Honolulu, HI 96815

• 

  Grand Welcome

  586 Kanoelehua Ave Hilo, HI 96720-4563

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/2025, I purchased 3 nights in the lake of the ozarks for $546.28 for check in on the 22nd. My friend is highly allergic to bed bugs. She noticed after a nap in the room with the king bed, she had bites. So she spent the 2nd and 3rd nights in the same bed as me. I noticed on the 3rd night that I had severely itching bites in 3's on my foot and up my leg. My friend has called them and **** was rude with her demanding to talk to me and telling us they are all booked up. Now, we have a car that's infested and all of our clothes and everything are in there, and we're waiting to see if we've brought them in our houses, but I'd imagine so. In the mean time, I'm unable to get in the car to drive to work or anything due to the negligence of this company and thoroughly searching for bed bugs. I didn't want to tear the entire bedding off of their beds but just on the corner I did pull off, there was blood marks. I want my money back to help pay for a professional to come take care of my car both of our houses, as we live separate.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation rental for 3 Nights (June 9, 2025 through June 12, 2025) at a Grand Welcome property ******** Hideout" at ************************************************************** through VRBO (Property: ******* Reservation ID: ******** on Aug 4, 2024. I made a deposit to Grand Welcome of $1,028.00 at the time of booking. I cancelled the reservation through **** per their terms (100% refund) on Apr 18, 2025. Grand Welcome confirmed the cancellation on the same day and on Apr 19 advised that I would receive a full refund of my deposit. It has now been 30 business days and I have yet to receive the refund from Grand Welcome after numerous follows *** with Grand Welcome. **** refunded their service fee in 1 day. Grand Welcome has not provided any information on when I will receive my refund.

  Business Response

  Date: 06/04/2025

  Our finance team has indicated that a check was sent out on 5/20/2025.  If you didn't receive it please reach back out to our customer service number for assistance.  Thank you.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23412338
  
  I am rejecting this response because:
  

  I have not received the refund check that they claim they mailed on May 20. They could not provide any evidence that they mailed this check. I had conversed with them on May 21 and they had not mentioned that the check had been mailed. I provided my banking information last week for them to do an ACH deposit directly for the refund but the deposit has not been done yet 

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 06/12/2025

  Hi Mr. **************** hope you're doing well.
  
  Please note that Check No. ******, originally mailed on April 21, 2025, will be voided. In its place, we will be processing an ACH payment tomorrow.
  Feel free to reach out if you have any questions or need additional information.
  
  Best regards,
  Jennet
  
  

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An unauthorized charge of $856.44 was made to my card on April 12, 2025, by Grand Welcome. I did not make or approve this booking. I contacted the company immediately, but they refused to cancel or refund the charge. I believe they are intentionally stalling to avoid responsibility, despite clear evidence that I was not involved in the transaction. I have reported this to my bank and filed a complaint with the ***.

  Business Response

  Date: 04/24/2025

  Grand Welcome is a company that offers franchises to owners all over the country.  It is important that you reach out to the local franchise that charged your card and deal with them directly. 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented 130 Pacific, unit B in ********* for three weeks while my home is undergoing repairs from Feb 9-March 2, 2025. When we arrived, I told the property manager it smelled musty and my son was starting to cough. I was told to open the windows. My sons cough got worse. On Feb13, 2015, I went up to the top landing and when I stepped down, my foot was met with freezing cold water. Thats when I saw the black on the baseboards and wall. Mold. I touched the wall and door. Both were damp. It was late. I informed property manager immediately and began to pack. I left the next next morning (2/15) and checked into a hotel. Despite **** telling them this is a health and safety issue that requires them to fully refund me the $5,040.38. they refuse to do so. In addition to the mold, the glasses were filled with sand that we didnt notice until after drinking. Check in information was not sent in advance. Theres no garage door opener provided and no clear information on where to park. The garage has a big divider. The space between in it and a wall with a no parking sign is very small. Street is metered parking. Theres not a lot of room to settle in and unpack your belongings. Theres no basket to carry laundry up and down. The bathroom with the bigger shower doesnt have any room to put toiletries. Its not functional. Curtains and furniture were caked in dust and cobwebs. Do not rent from this company if wood is under the carpet, its rotting. Im not sure what it will take for these people to do the right thing.

  Business Response

  Date: 02/20/2025

  Upon receiving your concerns, we responded promptly and took appropriate action. We also agreed to refund the unused nights of your stay. The service fee collected by **** is managed directly through their platform, and we have encouraged you to continue working with their support team regarding your concerns.  You mentioned that you have contacted your credit card company and claiming a chargeback, so we will go through that process with your credit card company.

  
  Our property is professionally cleaned and maintained, and we make every effort to address any issues that arise during a guest's stay. While we regret that your experience did not meet your expectations, we stand by the integrity of our business and our commitment to fair and professional guest relations.
  
  
  

  
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22952943
  
  I am rejecting this response because:

  1. I informed the host that it smelled like mildew immediately after my arrival. She told me to open the windows. I also asked if she was aware of the bad condition of the carpet on the stairs, and she said she was. The host did not come over to investigate the smell or send a professional for any mold testing. I even told her my son was starting to cough. He ended up congested with a horrible cough. 
  
  2. on the fifth night, I heard noises from the top floor that exits to the rooftop patio. When I stepped on the top step, cold water seeped up from under the carpet. The dark spots on carpet are where I stepped and water came up. The wall was damp, baseboard damp, soft, and detached from wall. Mold seen on wall and behind baseboard. I informed host immediately, around 9:20 PM. I shared pictures and that I would leave the next day. I called VRBO and was told this was a health and safety matter and the host should respond within 4 hours. I was fully out just after 10:00am. Its only after I left that the host went to the property. 
  

  I have pictures of the mold and dust. They can claim they thoroughly clean, but its obvious they dont. They have yet to produce any documentation of a water or mold investigation by a professional company. If I had seen the mold any sooner, I would have left sooner. I left as early as I could after seeing it. The onus should not be on me for staying, but on the property management for the healthy and safety hazard. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We book the place in ******* by the sea California trough Vrb for our vacation from October 6/2024 through October 16/2024; the name of the property is *************-bungalow closed to the beach. A few days before the booking we found the hurricane ****** was gone hit ******* and our fly was cancel by the airline and we wrote to them that we wouldnt make it. After that we got excuses after excuses. We never wanted a refund just to reschedule . They told us that it was not gonna happen . In all we lost the trip and over $1500

  Business Response

  Date: 11/08/2024

  Thank you for your concerns.  Unfortunately you did not purchase trip insurance which would have protected your funds for your vacation.  At this time the only things we can offer is a refund of your cleaning fee and damage waiver which is $239.  We are sorry for the circumstances.  One of our representatives is reaching out to ensure you get the refund I mentioned.  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22447074
  
  I am rejecting this response because: our vacation will be started on October 9/2024 will be 1 week and before this day we was under hurricane ****** warning and our fly was cancel we dont have way to make the stay we also text them 3 days before on Sunday October 6/2024 and also we told them the we dont want the refund we just want they reschedule the stay and the first time they say ok we want to check and later someone say I want to contact the Team and bla bla bla.. I can attach the screenshot with all message with the conversations to them, the amount was approximately $1.500 and they just want to refund $234; we not agree this thank you and have good day 

  
  Sincerely,
  
  Beattiz ***** & Carlos 

  Business Response

  Date: 11/13/2024

  We are terribly sorry, but the offer we made is all we can do at this time.  We understand your frustration but we are very clear on our policies in the Vacation Rental Terms and Conditions.  

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented the ***************** condo August 11th - August 18th 2024. This is managed by Grand Welcome.On Tuesday, August 13, we awoke to no running water in the condo. When we contacted Grand Welcome, they said this was the first they'd heard of the water outage and they would contact the Resident Manager.After I spoke with the Resident Manager myself, she advised that this was a PLANNED outage and all property management companies were made aware in advance, twice, and asked to reach out to their renters and advise them to prepare for the outage which will last all day. She said all other renters have vacated the property for the full day and made other plans to accommodate having no water. We received no outreach from Grand Welcome. No email, no text, no phone calls. Grand Welcome was advised to notify us, twice, and failed to do so.We paid $630 per day for this unit. We had plans for that vacation day which required us to shower and prepare for photographs. We could not even brush our teeth and have a medical device that requires water. We had to rework an entire day of vacation, rescheduling activities and excursions in response to this issue.I requested a refund for that day since we lost all day's activities and were without the basic, required utility of running water without advanced notice. We were unable to prepare for such a large inconvenience when others were able to because they had been notified as instructed. I am requesting a refund of $630. Grand Welcome offered a $25 refund which is completely unacceptable given what we paid. Since August 14, I have been diligent and followed up with Grand Welcome over text 5 times on the following dates: 8/19, 8/23, 8/28, 8/29, 9/9, to no avail. I have since sent two written emails and still no resolution. Grand Welcome refuses to provide resolution despite my 7 attempts reaching out to them. See attached detailed correspondence.

  Business Response

  Date: 09/30/2024

  The issue has been resolved by offering the guest 50% off their first night, which they accepted to address the inconvenience. Neither I nor our office was ever notified of the planned water shut-off by the *** despite the guest being told that we were informed twice by the RM.
  
  I have since reached out to the owner, the *** and the board to ensure that we are added to all complex notices moving forward, so this situation does not happen again. We have an email thread between customer care and the guest stating the issue was resolved.

   

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4th, 2024 we booked two condos in ******************* (Grand Welcome Confirmation #*******) at ******************** after researching the listings at ******** and Expedia.com, based on representations in the listing that explicitly advertised essential amenities, particularly air conditioning. Attached you will find copies of the property listings clearly showing air conditioning as an amenity. Upon arrival on July 12th 2024, it became immediately evident that these representations were false, as the property lacked air conditioninga fact corroborated by the interior thermostat displaying temperatures exceeding 84 degrees. These properties have heaters but no air conditioning. We immediately called Grand Welcome (they manage the property) just after our 4:00pm check-in and spoke to ******, who confirmed that he could see in the listing that it clearly said air conditioning was included as an amenity. We were told by Grand Welcome NOT TO VACATE THE PROPERTY and that ****** would talk to his supervisor. After waiting two days in the heat with two infants, we vacated the properties and found a rental with air conditioning for the remaining 5 nights of our vacation.We have called and emailed both VRBO and Grand Welcome multiple times since July 12th and have gotten nowhere. VRBO claims they cant refund us because they only collected $718 and Grand Welcome collected the remaining $6,338.04. Grand Welcome has offered a final offer of $500 which is not acceptable since we are out the money we paid VRBO plus Grand Welcome, along with the additional money we paid for the house we stayed in from 7/14-7/19 in place of the condos we originally booked. I attached copies of our payments to VRBO and Grand Welcome, along with listing of the condos on Expedia and Hotels. Grand Welcome immediately took air conditioning off their listings as soon as we checked in.We would greatly appreciate any assistance you can give us!!

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made arrangements to rent ********************* 16 from Grand Welcome from August 20 to September 1, 2024. The total cost of the rental was $1,730.52 When we arrived on August 23, 2024 we found a dirty unit that was in disrepair. The worst was finding a clogged toilet with f**** in it when we arrived. We noted food on the floor, dirty dishes, broken blinds in the master bedroom and broken lights in the stairs and hallway leading to the unit which made it dark and dangerous. After we plunged the toilet we noted that it flushed very slowly and tended clogg when any toilet paper was used. We had to plunge it roughly every other use.When we made the management company aware of these issues and sent them pictures. They gas lighted us an said there were no issues. They did not offer to send out a plumber to fix the toilet, they just said that their "local office" said it was working. I say "local office" because no one came to inspect the toilet, no one from the local office talked to me and when we drove to the local office it was dark, locked and looked to filled with either trash or dirty laundry. So basically they just told us that the broken toilet we were looking at was fine without visiting or inspecting it. Given that there was only one toilet which was clogging constantly and the management company would not fix it, we gave up and checked out. We asked for a refund but Grand Welcome said no and is trying to charge us for the full stay. We would like our money back as the unit was not what they represented on their website and has a broken toilet that needs to be fixed. We would like to get our money back.

  Business Response

  Date: 09/12/2024

  We fully understand that your experience did not meet your expectations, and we take all guest feedback seriously. In response to your complaints, we immediately sent a team member to inspect the issues you mentioned. After a thorough evaluation, our team confirmed that the toilet was functioning properly, the blinds were not broken and can be manually operated by lifting from the bottom, and the exterior light fixture is something our local team is coordinating with the *** to address.

  
  Please be assured that our Quality Control team is highly diligent in ensuring that every unit is inspected and ready for check-in after cleaning. We strive to maintain the highest standards for our guests, and its unfortunate that despite our efforts, you chose to end your stay early.

  
  We believe in constructive communication and want to emphasize that threatening us, including with a negative review, is neither fair nor productive. Our goal is always to provide a positive experience for our guests, and we made every effort to address your concerns as swiftly and effectively as possible.

  
  We genuinely hope that this matter can be resolved amicably. If there is anything further you wish to discuss or if there are other ways we can assist, please feel free to reach out.
  

  Thank you for your understanding.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my reservation at ******* in ****** on July 31st My reservation was for August 5-10.on the day of the 5th Hurricane ****** came through and my flight was canceled. I contacted Grand Welcome and explained that even though I am ready to fly, the airline in closed and cancelled every flight. I asked if I can use the $1662.08 towards a reservation next week when the floods and wind is over. They said no you get nothing back nor do you get credit. This should not happen with a natural disaster!

  Business Response

  Date: 08/09/2024

  We understand the complexity of travel and issues that may arise.  As much as we empathize with ******************, travel insurance is always offered but was not purchased.  The travel insurance for the reservation in question would have cost $97.15 for 100% reimbursement.  The weather is always unpredictable.  We were not able to move the reservation because of high occupancy for the timeframe requested.  The guest was unable to travel due to the area she was departing from and not because our unit was not available for her trip.  By cancelling on the day of arrival we would not have been able to fill the unit with someone else and thus it would be unfair to the homeowner to not receive compensation.  We are sorry for the circumstances, however, we feel we made a fair decision so that the homeowner is fairly compensated. Our cancellation policies are clearly stated when guests are booking.  Thank you for considering our position.

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The profile ad for the property created by Grand welcome clearly states the unit has air-conditioning. When we arrived, the interior temperature was over 80, the heater was stuck in the on position, and there was no air-conditioning whatsoever. The amenities also state an outdoor seating area pictured. I provided a current photo where the outdoor seating area does not exist. Also these are photos when we arrived (time stamped) of the condition of the unit. We were charged a $250 cleaning fee, yet we arrived to stains in the carpet, on stool chair, dust and grime in clean pots and pans in cupboards, flaking paint in the bathtub? Some Big mystery box, sheets and towels thrown about in the cupboard, peeling wallpaper, dirty closet surface, etc. we didnt even have a clean pan to cook with. The owner, *******, **** , stated in writing he would refund us $315. But as a couple days passed and there were very loud workers every day for six days in a row. When ******* told us initially, there would only be one day of loud construction work, and the lies and excuses kept coming , he agreed again in writing to double that refund to $630. The first $315 was refunded, but he refuses to refund the second amount of $315. This unit was clearly not ready for customer use yet, however, ******* still charged us the full amount and to this day refuses to refund the second $315. At this point, the entire bill needs to be refunded.

  Business Response

  Date: 08/05/2024

  Dear Better Business Bureau, 
  
  I am writing in response to the complaint submitted by *************************** regarding his stay at a property managed by Grand Welcome. I would like to address several inaccuracies in his complaint and provide a clear account of the events as they transpired.
  
  Air Conditioning and Initial Refund
  Air Conditioning: The listing did mistakenly indicate that the unit had air conditioning. Upon realizing the error, we promptly communicated with ******** and arranged for an ** unit to be installed the next day. ******** acknowledged the installation and confirmed that the ** was helpful.  The heater was not broken in the on" position as stated.  It is a gas type wall unit that has a perpetual pilot light which cannot be turned off for safety reasons. 
  Initial Refund: I offered ******** two options: a refund for the first two nights or a complete refund and cancellation of his entire reservation so that he could stay somewhere to his liking. ******** chose the first option, and a refund of $315.08 was processed for the first two nights.
  
  Cleanliness and Amenities
  Cleanliness Issues: ******** reported several cleanliness issues, including dirty pots and pans, stains on the carpet, and flaking paint in the bathtub. These complaints were made several days into the stay so they cannot be verified as pre-existing, but I acknowledged these concerns anyway and promised to address them with our cleaning crew. (However, I wonder why he decided to stay if it was such a problem) Additionally, I arranged for new cookware (which was old, but not dirty) to be delivered to the unit and have since reglazed the bathtub.
  Amenities: ******** mentioned discrepancies in the listing, such as the absence of an outdoor seating area and issues with parking. I clarified that the listing stated street parking and acknowledged the confusion caused by the double mention of parking in the listing. I also noted that the outdoor table didnt not belong to the unit and was not an amenity for guests (it was visible in a wide angle photo of the outside of the building)
  
  Construction Noise and Second Refund
  Construction Noise: ******** experienced construction noise after 9am during his stay, which was beyond our control as it was managed by the building's management. I was initially informed that the construction would last only one day, but it continued longer. I apologized for this inconvenience and communicated my frustration with the building manager.
  Second Refund: Due to the ongoing construction noise, I agreed to double the initial refund, resulting in a total refund of $630. The first refund of $315 was successfully processed. The second refund of $315 faced delays, which I followed up on multiple times with the corporate office and the original booking platform, Vacay Home Connect.
  
  Im not sure what else to do. I have taken multiple steps to address his concerns, including installing an ** unit, buying new cookware, processing refunds, and communicating promptly. The delays in the second refund were due to issues beyond my control with the booking platform. I have continuously followed up to ensure that ******** receives the full refund as promised.  I sent him confirmation that GW processed his refunds and that he needs to contact the booking platform for resolution (complete with contact information).
  
  ************************;| Managing Director
  Grand Welcome of **********