Complaints

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:06/29/2025

  Type:Sales and Advertising 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.

  First we arrived and the unit was not very clean. Stains on the couch, we had to place our travel blanket over sofa because we didn't trust it was sanitary. The unit smelled like dirty feet in the entire stairs and upstairs. Stains on carpet, the dryer did not work for 5 days. We missed a day at *********** to go to laundry mat. They are SO HARD to get ahold of and leave an after hours number but no one responds. They push back and get defensive and not at all supportive. The beds were comfortable and the pool was OK even though we had NO towels to dry off with. There was no mop to clean floors and no baking dish so we had to buy one. The bed upstairs was clearly repaired previously and boards fell off base as soon as our son sat on it. We didn't need that bed so it was no big deal. The biggest issue we had was no dryer and the management. Whoever owns the unit should be aware of this management company. WONDER VACATIONS GETS A 1 OUT OF 5. I am an Expedia platinum member and ******* was extremely responsive and had to reach out to management on my behalf because my wife was in tears being frustrated with all the issues.

  Business Response

  Date: 07/05/2025

  This guest ******* ********, has used all nights as per the folio - the total number of nights were never altered. Hence the question of refund does not arise. 

  This guest has threatened us with bad review, but she does not want to accept the fact, she booked for the same number of nights that she used - May 7-12. So we do not owe her anything. 

  She has been given full explanation with screenshots of invoice that she paid and she was not overcharged at all. Good guests never come to BBB. 

  When a reservation is made, the dates cannot be readjusted by the guest, this option is not available to guest on any platforms or anywhere - this is a Universal Rule - whether the guests book through Booking dot com or through AB & B ( making sure not to add platform names) or many such huge platforms - this option is only available to the platform management.

  Further to that, as mentioned above no changes were made. No refund is approved. We will not reply again to this matter as what we say here is clear and need not be repeated. 

  Business Response

  Date: 07/07/2025

  Date Sent: 7/5/2025 10:44:56 AM
  

  This guest ******* ********, has used all nights as per the folio - the total number of nights were never altered. Hence the question of refund does not arise. 

  This guest has threatened us with bad review, but she does not want to accept the fact, she booked for the same number of nights that she used - May 7-12. So we do not owe her anything. 

  She has been given full explanation with screenshots of invoice that she paid and she was not overcharged at all. Good guests never come to BBB. 

  When a reservation is made, the dates cannot be readjusted by the guest, this option is not available to guest on any platforms or anywhere - this is a Universal Rule - whether the guests book through Booking dot com or through AB & B ( making sure not to add platform names) or many such huge platforms - this option is only available to the platform management.

  Further to that, as mentioned above no changes were made. No refund is approved. We will not reply again to this matter as what we say here is clear and need not be repeated. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23533346
  
  I am rejecting this response because: i am NOT ****** ******** as stated in their response nor I did not stay there in May.  My wife and I stayed Selani and ******* ****** from June 22 to June 29. This company is so bad at customer communication and support! They offered us a partial refund for all of the issues we had, and to date they have not honored their agreement. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/10/2025

  Apologies for mix up with complaint id - that is all there was, nothing else.

   

  This guest had 2 cancelled reservations due to non-payment and finally after a lot of reminders and failures of payment, they made the payment for this final reservation that they stayed at under the name ****** ****** - this is the link that has all pictures of preparing the home prior to guest arrival. ****************************************************.

   

  Attachment 1 - shows 3 attempt to keep reservations - 2 cancelled and 1 confirmed

  Attachment 2 - shows checkin task prior to guest arrival - the link has pictures that clearly shows ALL TOWELS THAT WE PROVIDE PLACED IN THE CLOSET. 

  Attachment 3 is guest rental agreement - all rental rules explained. 

  This guest needs to read the rental rules properly. We do not provide pool towels - using bath towels as pool towels is not appropriate, so if they missed their swim, it is for lack of not reading the rules and assuming that we will provide them with pool towels. The dryer is a machine and any machine can break down at any time without notice, as soon as we were informed about this, we scheduled a technician - attachment 4 shows the task schedule for a tech AND FOR DELIVERING 10 ADDITIONAL TOWELS TO THE GUEST AS A COURTESY. 

  This guest was rude and demanding, had no courtesy, we helped to solve their issue. Services were provided during their stay, a refund of $600 is outrageous and will not be processed. 

• Initial Complaint

  Date:06/26/2025

  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 a condo in ******* from this company. I booked in December of 2024. As of March 25th i found we needed to arrive 1 day later than my original booking. I advised the company of the cancellation of 1 night with the condo. On April 6, 2025 I was charged the original amount of the reservation including the cancelled night. I was well within contract of cancellation when I removed the 1 night's stay but was still charged for the original booking ($102 dollars more than should have been charged). I reached out to the company that day, along with multiple follow *** through the end of June. I was told i would be refunded the extra night along with my refundable deposit 7-10 business days after check out. I did receive my refundable deposit of $200, but the extra $102 was not included, we check out on May 12th. On May 31st 2025 an adjustment was made to my original invoice for a charge of $102 (screenshots available) listed under the category of "lodging tax". I was then told that I paid the correct amount and there would be no refund made. My original total was for $743 (screen shots available) and my new total then showed as $845, 2 weeks post check out. I have every interaction with this company printed and in a file for review and have spent the past (over) 2 months making an attempt to redeem my $102 overcharge, at this point they have stopped responding to my correspondences even though every chance was given for them to make this right. I am only seeking the refund of the $102, the rest of the charge ($743) is valid. I attempted to upload my interactions with Wonder Vacation rentals from 3/25-6/20 but the file is too large, please let me know if there is an email address I can provide the supporting evidence to, the file is 14MB in total.

  Business Response

  Date: 07/03/2025

  I will have the management review this tomorrow and we will respond asap, this is a holiday weekend, I just need more time to review everything. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23521132
  
  I am rejecting this response because: I have been going back and forth with this company since April, they commonly respond that they will urgently have management look into the matter and I end up following up after days or a week of waiting. I have every correspondence with them in an email file but it is too large to attach here. 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 07/19/2025

  I would like to follow up on this complaint

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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 was charged for damage so didnt receive my deposit. When tried multiple times getting explained of what damages that they claim occurred they sent pictures. The last picture showed the stove was already damaged before check in 6/10 11:26 was time stamp. I arrived at home 6/10 4:30 possibly later so damage couldnt had came from me. They refuse to look at pictures or acknowledge that didnt come from me. I explained we never used the stove and still didnt receive deposit. They credit my deposit back to 2 days after I had it home which would had been 6/14 and took it back out 6/15.

  Business Response

  Date: 06/18/2025

  Hello,

  Thank you for recaching out to us about our mutual guest ******* ******. This guest was excellent throughout the stay. After the stay the inspector reported a broken oven door - first picture in attachment is before and second is after picture for you to compare. 

  The case is not about false advertisement. Guest left damages after stay and was charged for repair/replacement. See the details below.

  1x Stained Pillowcase(s) - $5.00 1x Missing Hand Towel(s) - $5.00 1x Damaged Oven Door - $342.42 13.5% Sales Tax - $47.58 Total $400.00

  There is no refund in this case and this will be our final decision. We have explained to the guest the same thing. 

   

  Business Response

  Date: 06/23/2025

  Date Sent: 6/18/2025 4:55:45 PM
  

  Hello,

  Thank you for recaching out to us about our mutual guest ******* ******. This guest was excellent throughout the stay. After the stay the inspector reported a broken oven door - first picture in attachment is before and second is after picture for you to compare. 

  The case is not about false advertisement. Guest left damages after stay and was charged for repair/replacement. See the details below.

  1x Stained Pillowcase(s) - $5.00 1x Missing Hand Towel(s) - $5.00 1x Damaged Oven Door - $342.42 13.5% Sales Tax - $47.58 Total $400.00

  There is no refund in this case and this will be our final decision. We have explained to the guest the same thing. 

   

  Customer Answer

  Date: 06/23/2025

  There are several cases of this management company doing same thing in there reviews and they time stamps dont match up. The very last picture can see the whole left side of oven already damaged

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23480784
  
  I am rejecting this response because:     Date Sent: 6/23/2025 8:43:41 AM
  There are several cases of this management company doing same thing in there reviews and they time stamps dont match up. The very last picture can see the whole left side of oven already damaged
  
  Sincerely,
  
  ******* ******

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair 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.

  Warning to Future Guests: Unethical Practices and Deposit Scam I stayed at this property last week and had a number of concerns, but the most alarming one was trying to withhold my refundable security deposit.Once we arrived, we found only 8 towels for 13 guests. When I inquired about additional towels, I was told I needed to bring my own. Not ideal, but we made do. The stay itself wasnt terrible, but certainly wasnt great either.The real issue came after checkout. I reached out to confirm that my refundable deposit would be released, and initially received a text saying the hold had been lifted. But shortly after, I got an email apologizing and informing me that they were not returning my deposit due to property damage, which allegedly included:6 stained towels 5 stained hand towels 1 stained twin bed sheet A stained bath mat ******* tongs They sent me pictures: two visibly soiled towels and four others with what looked like the exact same kind of stain, making the whole situation feel suspicious. Every towel had been washed before we leftso why were any of them soiled?Even more bizarre: the photo of the supposedly damaged tongs showed a completely different setup than what was in the home during our stay. Those tongs werent even in the house we were ***** I did some digging and found this wasnt an isolated incident. There are at least 15 complaints on the BBB from previous guests dating back to 2023all involving withheld deposits over stained towels. This is clearly a pattern, and it seems like a calculated ********* disputing the chargenot because of the money, but because of the principle. This kind of dishonest business practice needs to be called out. If youve had a similar experience, especially with this same stained towel excuse, Id love to compare notes and photos.We shouldnt let unethical hosts continue to take advantage of guests like this.

  Business Response

  Date: 05/08/2025

   

  Hello,

  Thank you for reaching out to us asking about our side of the story. Guest stayed at our property, left damages as listed below, also the link of the pictures of damages is here - ***********************************************************************************

  Further to that, this guest has done a charge back with their credit card company and is disputing the charge - the guest is responsible for any damages reported after their checkout. It is a shame that they do not want to agree on this. 

  There is no refund in this matter, they are disputing the charge with their credit card company, we will present our side to them. 

   

   

   

   

  6x Stained Bath Towel(s) - $90.00 1x Ripped Hand Towel(s) - $5.00 3x Stained Hand Towel(s) - $15.00 1x Stained Bath Mat(s) - $5.00 1x Stained Twin Bed Sheet(s) - $40.00 1x Damaged Kitchen Tongue - $30.00 13.5% Sales Tax - $24.98 Total $209.98 Attachments: ***********************************************************************************

  Customer Answer

  Date: 05/19/2025

  I have made multiple attempts to submit a follow-up on this site regarding my concerns. I strongly disagree with the claims made by this company. As I previously stated, the towels they are referencing were soiled and absolutely could not be the same ones I washed with bleach on the day of my departure from their property.
  After reviewing this site, I noticed a clear and troubling pattern of similar complaints against Winder Vacations, dating as far back as 2021, specifically regarding alleged stained towels. This appears to be a recurring issue and suggests a concerning business practice.
  It is extremely disheartening that such unethical behavior continues unchecked. I urge the BBB to take a closer look at the volume and consistency of these complaints. This companys actions are misleading, unfair, and need to be investigated further.

  Customer Answer

  Date: 05/20/2025

  Date Sent: 5/19/2025 8:30:17 PM
  I have made multiple attempts to submit a follow-up on this site regarding my concerns. I strongly disagree with the claims made by this company. As I previously stated, the towels they are referencing were soiled and absolutely could not be the same ones I washed with bleach on the day of my departure from their property.
  After reviewing this site, I noticed a clear and troubling pattern of similar complaints against Winder Vacations, dating as far back as 2021, specifically regarding alleged stained towels. This appears to be a recurring issue and suggests a concerning business practice.
  It is extremely disheartening that such unethical behavior continues unchecked. I urge the BBB to take a closer look at the volume and consistency of these complaints. This companys actions are misleading, unfair, and need to be investigated further.

  Business Response

  Date: 05/20/2025

  We are sorry, with all the damages left by the guest after checkout, our company has taken actions based on the policies clearly laid out during the rental booking process. Guest saw all house rules clearly before they booked. They signed the rental agreement that also shows all House Rules that includes not damaging our home. For example, we cannot give a damaged burnt tong to next guest, we cannot give stained towels to the next guest etc etc. We have submitted the link of pictures on our previous response, and this same link was shared with the guest with breakdown of cost of replacements. 

  Our decision remains the same. No Refund. The cost of replacement was billed to the guest, Next time if the guests book another rental or vacation home, please be mindful in taking care of the home and not leave damages. Treat the home like it is your own. 

  Business Response

  Date: 05/20/2025

  We are sorry, with all the damages left by the guest after checkout, our company has taken actions based on the policies clearly laid out during the rental booking process. Guest saw all house rules clearly before they booked. They signed the rental agreement that also shows all House Rules that includes not damaging our home. For example, we cannot give a damaged burnt tong to next guest, we cannot give stained towels to the next guest etc etc. We have submitted the link of pictures on our previous response, and this same link was shared with the guest with breakdown of cost of replacements. 

  Our decision remains the same. No Refund. The cost of replacement was billed to the guest, Next time if the guests book another rental or vacation home, please be mindful in taking care of the home and not leave damages. Treat the home like it is your own. 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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 checked into a property managed by Wonder Vacation Homes in *********, ** on March 22, 2025. I paid a considerable amount of money to stay at this vacation home. Upon arrival, I noticed the ***************** and oven was not working . I left a voicemail on March 22, and EVERY day afterwards until my check-out date of March 27, 2025. I received NO call back. I texted several numbers EVERYDAY that I stayed at the vacation home. The TV and oven did not work the whole time, Pool table sticks were broken, mold in the dishwasher, the oven didn't work so we couldn't cook, the pool light was not working and the pool was leaking and losing a considerable amount of water daily. I kept getting the run around on via text that someone would be by to fix the TV and no one ever showed up.I was given an access code to use the community pool, only to find out I had to pay a weekly rate to use the resort pool and the resort told me that the homeowners had not paid for us to use the resort pool and access codes haven't been used in a long time. After reviewing past reviews for the vacation home, I was made aware that the TV had been broken since October 2024 as well as the pool light. Many people have complained they have not fixed anything. I have requested a partial refund via a text message (the only way you can communicate) seeing that we could not use the amenities we paid for and the only reason we picked this vacation home. I have been messaging someone everyday since we arrived and well after our check out and have requested to speak to a live person regarding our stay and they will not provide me with a number to call anyone and they keep messaging me saying they are working on my request. I have been ignored everyday. I have never stayed somewhere that you cannot reach a live person to discuss your stay. However, I received plenty of messages for my deposit, and to stay an extra night! Please help me get a partial refund for a terrible stay.

  Business Response

  Date: 04/23/2025

  Thank you for giving us the opportunity to reply to our guest ****** *****, whose concerns were already replied within our reservation thread during and after her stay. We apologize for the delay that you had to send us a second reminder to reply to this. Further to that, we apologize if ****** was confused in reading the description - which clearly states what is offered and what is included. In clear words it is mentioned on the rental agreement that Ms. ****** signed, some HOA does not include the amenities - this is their way of making extra income to maintain the resort amenities and we have no control over this. The payment is also between the guest and the ***** nothing to do with Wonder Vacation Homes.The guest did not ask us during their stay about amenities access - had they discussed this, we would have pointed it out right away and saved them the trouble of going through you - which is done way after checkout. When the guest was in house, they had some trouble with a TV, the home was delivered with fully functional TVs left on as proof when the guests arrive in the home. So the TVs were working. This TV was reported as damaged after the guest checked out and instead of putting it on the guest as a damage - we replaced it ourselves. This home has 5 bedrooms and a total of 7 TVs in  the home, the living room has a TV, the family lounge upstairs has a TV, plus all 5 bedrooms have TVs. further this guest has clearly stated in their checkin form they were only 2 adults and 2 children. While the home was delivered to them with a fully functional TV in all rooms, the damaged TV was repaired by us and not billed to the guest. 

  We appreciate the guests choosing this home, but this a made up remark that the TV was not working since Oct 2024, if this would have been the case, you would have heard it from several other guests that stayed between October of 2024 and April of 2025. Further to that, I would also want you to note, this does not vouch for any refunds. I have attached pictures here for you reference. 

  No further explanation will be given, there is no refund applicable for this guest. 

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair 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 reserved a rental property through wonder vacation homes for ****** on 9/1/24 that was fully refundable if cancelled. I cancelled on 1/31/25 which was well within my cancellation window. Wonder vacation homes has not issued my refund. They insist they have and just keep arguing with me that they have issued my refund even though I have my statements showing it has never been refunded.

  Business Response

  Date: 02/17/2025

  Hello Everyone that is reading this complaint/comment. This is seriously not necessary, ***, you just had to have patience and check your card.The cancelation was very well received, and a fully refund was also processed. Once the funds are released from our end, it is impossible to trace them and it is totally up top your card/bank/financial institution on how soon it reflects at your end. Jumping the gun, ******* to complain on BBB can ruin people's impression at no fault of the business. Attached please see the first picture of the refund processed - the date, the amount, the confirmation number in our system and the card details. Also attached is the second picture with dates showing confirmation of refunds sent to you. Nothing was hidden. It would be nice enough if you can take this complain down. It is not even supposed to be complain.

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising 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.

  Our reservation for one of the properties is for August 9-12.We paid $853.90 for our stay so far. The villa we booked said that a private pool was already INCLUDED in our stay which is why we booked it in the first place. I happened to come across some reviews last night on August ****** stating that people were also informed about a pool being included only to be told upon arrival and after checking in that amenities are actually an extra $100 PER Day. I reached out to wonder vacation homes asking if this was true. They told me it was. I asked them why they didnt tell me any of this information in the contract they sent over or add this to there policy on the booking site. They could not give me an actual explanation. They scammed us and lied about what was included. Literally the first picture you see when you book is a big pool being advertised. And under what the villa included it lists private pool with a green check **** next to it indicating that its included with our stay. They were NOT honest at all. I had to cancel the trip and now we are scrambling to find something else in a two days notice for 7 people. They also refused to give us a full refund they only sent back $300 of the almost $900 that was spent. This company is not honest and they leave off important details.

  Business Response

  Date: 08/06/2024

  Thank you for reaching out. However our reply has already been provided by you in the last screenshot proof. This screenshot clearly states that we informed you that the reservation does not include clubhouse amenities and a payment is required directly payable to the clubhouse. We have clearly been very transparent and have been helping you answer your questions. You have cancelled the reservation with cancellation policies applicable so it does not allow any refunds. No further response will be provided. Thank you for your understanidng. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22098567
  
  I am rejecting this response because:
  Notice how the contract was signed on 5/12/24 and wasnt canceled on our end until 8/5/24. I wonder why that is?! You DID NOT inform me of anything. I had to outright ask you and demand a response. Notice from my screenshots how you ignored me and couldnt give me straight answer as to why none of this was in your policy or stated per the contract. Just admit that you LIED and you are not an honest company. I saw so many reviews of you guys lying to people and scamming and taking there deposits and refusing to give it back last night.Just look at all your reviews on ********* yelp and other online reviews, all one stars. You guys clearly delete negative reviews off of your ****** account so thats the first thing people see when they look you up but dig a little deeper and you can find all the real reviews. Also you have MULTIPLE complaints through the BBB against you guys for years. I have no idea why you are even allowed to still be open and remain a business with your poor management and the way you carry yourself. Just full of lies and deceptions. You are the WORST rental company as is stated by other customers and I whole heatedly agree.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2024

  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.

  My family and I stayed at a short term rental by WVH from June 5-9, at ************************************************************. Upon check-in, the property was extremely dirty. I called WVH to request extra cleaning services, however, I spent my first night there in misery due to the astounding amount of dust triggering my allergies. My second complaint was that the pool was green. I called customer service to get this resolved, but between their multiple requests for pool photos (which I provided every time) and their inconsistent communication amongst their own staff, our pool wasn't usable until Friday night. To make things even more complicated, 3 different pool maintenance companies were deployed at different times throughout the day, none of which worked with each other or had any idea of the others' presence. Our only full day having a usable pool was Saturday. That same Thursday I also mentioned that all the mattresses were sunken in and extremely uncomfortable. I mentioned to customer service (and at the time of booking) that we had disabled persons in our party who needed the situation rectified, on top of the fact that the rest of the able-bodied guests deserved decent rest as well. They sent out a property manager. She "inspected" said mattresses only visually, and my mother (***************************) insisted that she actually sit on one of them. The woman reached out to touch the mattress, not sit, and agreed that some springs are busted. I contact WVH later to see what the resolution was, and they insisted that the mattresses are new and perhaps we're the issue since they may not be what we're "accustomed to". After much fighting, they only offered a refund of $76. An absolute joke for everything we've endured. Since they charge on a nightly basis, and the pool and # of beds are arguably the main selling point, I am requesting a refund (incl. fees + taxes) for every single night that 1) the pool was unusable and 2) mattresses issue was not resolved with alternative solutions.

  Business Response

  Date: 06/13/2024

  Good day,

  Attached please find the link of cleaning task with date and time that was completed prior to the arrival of guest *************************** (this is the name on checkin for us). Further, Our checkin time is 4pm but this guest checked in prior to 4pm.  If you check pictures of bedroom 2, the bed has guest bags on it. Our policy is contactless checkin. When someone arrives the home without notice or without approval, our cleaners have to abide by our policy of no contact and leave. However she had to take pictures. The guest was asked to leave, but the guest decided to stay when the property was still in process. The pool was cleaned prior to her arrival, but when she asked for more cleaning, same was provided to her by our professional pool company. IN fact we should be the one raising an invoice for checking in early without approval. 

  *************************************************** - link to check pictures of property preparation. 

   

  Refund denied.

  Business Response

  Date: 06/13/2024

  Date Sent: 6/13/2024 10:55:10 AM
  

  Good day,

  Attached please find the link of cleaning task with date and time that was completed prior to the arrival of guest *************************** (this is the name on checkin for us). Further, Our checkin time is 4pm but this guest checked in prior to 4pm.  If you check pictures of bedroom 2, the bed has guest bags on it. Our policy is contactless checkin. When someone arrives the home without notice or without approval, our cleaners have to abide by our policy of no contact and leave. However she had to take pictures. The guest was asked to leave, but the guest decided to stay when the property was still in process. The pool was cleaned prior to her arrival, but when she asked for more cleaning, same was provided to her by our professional pool company. IN fact we should be the one raising an invoice for checking in early without approval. 

  *************************************************** - link to check pictures of property preparation. 

   

  Refund denied.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21833211
  
  I am rejecting this response because you failed to address the main issues for my refund request: 1) the pool was only serviceable for one full day and 2) nothing was done to accommodate  guests with decent mattresses, even the disabled ones. 
  

  What does my early check-in and the cleanliness (or lack-there-of) of the house have anything to do with those two points? But since you want to bring up the early check-in, I have no issue clarifying: yes we checked-in early at around 2pm, and were greeted by either the property manager or the cleaning staff manager (Hispanic woman). Upon seeing her and realizing the time, we apologized and offered to leave. She insisted it was more than alright and we can stay. So Im not sure what this has to do with anything. 
  

  To get back to my main point, Im requesting a refund for every night (incl. taxes and fees) that 1) the pool was unserviceable AND 2) guests with disabilities (and all guests in general) were not heard and honored with decent sleeping accommodations. We know that pool service was dispatched, however, it took several calls on my behalf and the pool wasnt ready until Friday night, leaving Saturday as our only usable pool day. We werent accommodated once with better sleeping arrangements, even for disabled guests. The least your company couldve done was provide quality air mattresses over the horrible quality ones in the house, or offer another rental free of charge. 
  
  Please stick to only these two topics without repetition or deflection.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/29/2024

  Type:Product 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.

  Very pleasant good morning my name is *************************** it is with great sadness that I have to come to this platform to write a letter for a place that I did not even stay in .Friday the 26th of April 2024 at 4:36pm I attempted to book a air b&b with your company using the air b&b platform there was a issue with the platform I was unable to see the information the host had about there place I was pressed for time due to the fact that I had a young baby travel with me how ever I never saw the additional fees that was due until I was sent the forms to fill out keep in mind my funds wound have already been taking from my account of 1000 for (5) nights after seeing the information because am a international traveler we have a daily limit keep in mind I have a young 1 month old baby with me I ask the host if they could please cancel my reservation for I even completed signing the contract so air b&b could provide a credit and I could find some were else . The host denied my clam I never set foot on the property neither did I complete his contract . How could you feel good taking someones hard earned money like that and they did not even use your property and it was 15 mins into the booking how also I work hard for my money and I will go to any level to get my funds back . This is a very dishonest act and to continue my complaint after no resolution I now had to find some were else for me and my family and every were was sold out me and my young baby 2 other kids had to sleep in the rental car until the next day I could get a decent place to stay I will never ever use your company again this is a horrible experience for someone traveling especially with young baby and other kids . Worse experience ever. I always use air b&b platform and never had a problem every.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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 stayed with Wonder Vacation homes from April 1st-April 7th. I checked out and was told cleaners were coming THE *** I CHECKED OUT at 10am and put the towels in the washed as asked of me. Heard nothing at all from anyone about damages UNTIL three days later when I wrote an honest review on Airbnb that they claim I did not write and then suddenly I was being charged for damaged towels. I have called multiple times and no one will answer and Ive been hung up on but they also claim I havent called even with screenshot proof! The pictures they sent were not my towels and as you can see from other reviews on here, ******* Expedia, Reddit, and MORE, they do this to people. They are falsely charging people for damages linens and I will not have this happen to me. I want my $143.10 back and I will not stop until I get it. I have included my screenshots of my review, my call log to them, and their unprofessional responses accusing me of lying. This business needs to be investigated for shady practices.

  Business Response

  Date: 04/11/2024

  Hello BBB & ********,

  Thank you for reaching out here. Now if you note the pictures you attached 1 - is of the review that was replied to you within less than 10 hours - Now if we reply the reviews so fast, imagine the guests being replied to. Including this complaint, we are replying as soon as we received. So if you have any questions, as you have been told on the ****** review, you can email us, not only will it be replied but also you will have it documented. Screenshots of calls do not qualify of not being replied to. Please check the link below of the damages you made - these pictures are of towels that you left with stains - black and grey - these towels cannot be provided to other guests. Even if it was makeup, towels are to be used as bath towels, not for removing makeup. These stains would not come off. So you are being charged for replacement. Once again if you have any concern, you can reach out to us through your reservation. As mentioned before we are here to assist you before, during and after your stay. Even if you damaged the towels we will still reply to you. 

   

   

   

   

  ********************************************************************************** - This is the *** link of pictures of damaged towels reported after the guest checked out.