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:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Complaint Against: ************************************************* Stay Dates: July 37, 2025 Im writing to report a highly concerning and unprofessional experience with ************************** and their undisclosed property manager, Jeeves Florida Rentals. I booked through ExclusivePrivateVillas with no knowledge that Jeeves would be responsible for property management until after problems emerged.During our stay, my guests and I experienced several major issues:The air conditioning was not working during peak Florida ******** bedroom had no hot water.A loose brick near the pool caused someone to slip.The pool alarmrequired by Florida law when no safety fence is presentwas bypassed by management.All of these were reported to management multiple times, and several members of the Jeeves team entered the home throughout the stay. Yet, none ever mentioned any issue with odors, paraphernalia, or guest behavior.On July 9, I contacted ExclusivePrivateVillas to request a partial refund due to these unresolved concerns. Shockingly, on July 10three days after check-outI was suddenly accused of drug use based on a photo of a used bong allegedly found in the home. There was no timestamp, no proof of use, no direct evidence, and no mention of this from staff while we were on-site.Even more alarming, I was told this matter could now be handed over to the police and was "out of the hands" of ExclusivePrivateVillas, leaving me blindsided and threatened over an item I was never confronted about.This feels retaliatory and deeply unethical. I have over 10 witnesses who can confirm no illegal activity occurred. I urge others to avoid booking through ExclusivePrivateVillas or Jeeves due to unsafe conditions, lack of transparency, and improper handling of guest complaints.

  Customer Answer

  Date: 07/18/2025

  This has been settled. Please delete it. Thanks

• Initial Complaint

  Date:07/20/2024

  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 am writing to express my disappointment with my recent stay at Jeeves Florida Rental from June 20, 2024 to June 25, 2024. Unfortunately, my experience was far below expectations, and I feel compelled to bring these issues to your attention.Upon arrival, I discovered that the air conditioning unit and refrigerator in my room were not functioning. Despite reporting these problems to the front desk immediately, no effective action was taken to resolve them. This significantly impacted my comfort, particularly given the current hot weather.The most troubling aspect of my stay was the poor customer service I encountered. The staff I spoke with were dismissive and unhelpful, showing little concern for the inconvenience I was experiencing. This lack of responsiveness and professionalism was incredibly frustrating and ultimately led me to leave the vacation home earlier than planned.I believe that a vacation home of your reputation should strive to provide a higher standard of service and comfort. I hope that you will take my feedback seriously and address these issues promptly to prevent future guests from having a similarly disappointing experience.

• Initial Complaint

  Date:06/11/2024

  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.

  We stayed at the ********************* June 6th-10th. We were never told that we had to sign an elevator waiver until the day before we were supposed to leave. We paid over $14,000 for a 4 night stay and the home had constant issues with the elevator and the space room (the main reason why we picked this house because of those features). Maintenance was not trained on how to fix these things and spent numerous days and hours in the home. We requested a 2 night refund and they only provided 1. The customer service is horrible and we will not be staying again.

  Customer Answer

  Date: 06/15/2024

  Im not disputing the entire amount that we paid, my dispute amount is for $2700 which is equivalent to one night stay.

  Customer Answer

  Date: 06/17/2024

  I am only requesting an additional nights refund totaling $2700, not the entire duration of the stay. 

  Customer Answer

  Date: 06/17/2024

  I am only requesting an additional nights refund totaling $2700, not the entire duration of the stay. 

  Customer Answer

  Date: 06/23/2024

  Whats the status of the complaint? It doesnt look like the business has responded. Also, when searching this company on the BBB my complaint doesnt appear, do you know why its not visible to the public?

  

  Business Response

  Date: 06/24/2024

  Dear **************,
  We regret to learn that your recent stay at one of our newest properties did not meet your expectations. At Jeeves Florida Rentals, we value all guest feedback and continuously strive to enhance our services.
  Our maintenance team promptly addressed the reported issues, including repairing the lights in the space room and the elevator. Despite our efforts to provide you with the best service, we understand that your experience was less than satisfactory. After a thorough review by our management and resolutions team, we have issued a refund equivalent to one night's stay, representing 25% of your reservation. While we believe this compensation aligns with industry standards, we apologize if it does not fully meet your expectations.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21836119
  
  I am rejecting this response because: The team DID NOT promptly repair the issues. For example, we called regarding the issue with the elevator not working (for a second time) on Saturday evening around 11:30pm as my mother (who was in a wheel chair) was stuck in the 3rd floor. The man came out around 12am Sunday morning , said he needed to step outside and then never came back to fix the elevator. We had to physically carry her and her wheelchair down 2 flights of stairs around 3am EST as we waited hours for the repair man to return. Sunday morning we contacted Jeeves regarding the status of the elevator repair and they told us that we had to fill out an elevator waiver? This was the first time we were ever notified of this requirement. We completed the waiver later that day (Salunday evening) and yet no one ever returned to fix the elevator, we checked out of the home Monday morning. If thats your idea of promptly fixing issues you are sadly mistaken. We had to manually carry all of our luggage down which was a huge inconvenience.
  

  As far as the space room, maintenance was out numerous times to fix it. It didnt start fully functioning until Saturday, we checked in on Thursday.. again, loosing 2 days is not promptly fixing.

  As far as the compensation you said that I received a 25% refund which is not accurate. I received a refund of $2,700 and paid a total of $14,877.71. Thats 18%. Not sure how you are calculating your math. Moreover, when we spoke with ******** he said he would request a 2 night refund due to all of the issues we encountered. 

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

  

  Business Response

  Date: 06/24/2024

  Hello **************,
  Yes, that is correct. A waiver is required for certain amenities in the property and one for the elevator should have been signed prior to the first use in the property.
  The $2,700.00 refund works out to being a 26% refund. Refunds are processed on the rental rate which for your reservation totaled $10,220.40.The remaining amount paid was a combination of taxes, process and resort fees and cannot be refunded. ******** took your request to our resolutions team,and after careful consideration they determined a 1-night refund was an acceptable refund and aligns with industry standards, once again we apologize if it does not fully meet your expectations.

• Initial Complaint

  Date:06/11/2024

  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.

  Please see the attachment

  

  Business Response

  Date: 06/24/2024

  Dear *****************************,

  We are sorry to hear about your recent experience staying at one of our properties, we thank you for your continuous repeated visits to one of our properties. At Jeeves Florida Rentals, we value all guest feedback and continuously strive to enhance our services.

   Our maintenance and concierge teams promptly addressed the reported issues, including unlocking the perp kitchen door and repairing the necessary appliances. Despite our efforts to repair the *** we did have to call out third-party vendors to the property to service the equipment. If the customer service from the third-party maintenance tech was less than satisfactory, we do apologize for that. Also, as your stay occurred during a busy holiday weekend period, our response time may have been impacted, we apologize for any inconveniences this may have occurred.

  While the properties included in the Jeeves Florida Rentals portfolio may seem like they are owned by Jeeves, they are all independently owned by individual owners, not Jeeves Florida Rentals.

  After a thorough review by our management and resolutions team, we have issued a refund equivalent to one night's stay, representing over 20% of your reservation. As a gesture of goodwill, we waived the $298.03 in reported damage to the linens and towels in the home. While we believe this compensation aligns with industry standards, we apologize if it does not fully meet your expectations.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21832456
  
  I am rejecting this response because: We was inconvenienced for 3 days and should be refunded for those 3 days and not 1 day for the hardship we had to endure.  And that false accusation of the  bogus rough white towels and oven mitt I would glad pay that false accusation like I offered before. I'm seeking 2 days of a refund to make it a total of 3 days refund. Yes it was Memorial Day weekend why should my family be punish for your rental property not be  keep up. For the price we should not had any mishaps at the property. I understand the rental company you might need to go to the owner our refund we could not start enjoying the property until Sunday May 26, 2024. Some of the upstairs guest left because the heat was so unbearable where is the justify in their refund that is owed to them. 
  
  Sincerely,
  
  **************************************

  

  Business Response

  Date: 07/01/2024

  Hello *****************************,
  We attempted to resolve each item as quickly as possible, this included sourcing a third-party vendor for your property the same night of your check-in. Unfortunately,the time needed for quotes for part replacements and homeowner approval is out of our hands, and we apologize for that. It was determined that the refund of 1 night (20%), totaling $1,779.80 plus the waiving of $298.03 in damages was viewed as an appropriate refund. This refund aligns with industry and company standards,and we apologize if this does not fully meet your expectations.

  Customer Answer

  Date: 07/01/2024

  Hello,  did a little investigative work which I should have done before, But, I had done business with Jeeves for severely years know I didn't think it was a need was I wrong. All I can say after seeing this reviews if was s many just  in the last year I had to just stop. I will be contacting the **** the agency that regulates the vacation rentals and reach the to the other guest that was extremely unhappy with Jeeves and it was lot. Social Media can be a powerful tool from what I'm told.   

  Customer Answer

  Date: 07/01/2024

  Date Sent: 7/1/2024 12:59:18 PM
  Hello,  did a little investigative work which I should have done before, But, I had done business with Jeeves for severely years know I didn't think it was a need was I wrong. All I can say after seeing this reviews if was s many just  in the last year I had to just stop. I will be contacting the **** the agency that regulates the vacation rentals and reach the to the other guest that was extremely unhappy with Jeeves and it was lot. Social Media can be a powerful tool from what I'm told.   

• Initial Complaint

  Date:01/16/2024

  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.

  Booked the house 3 months before our stay. When we arrived for our stay the private pool had no water in it and the hot tub would was not hot, televisions did not work, 3 toilets did not flush. Called the day of check in to ask about those things. They said someone would come out the next day. When they arrived next day they said there was nothing they could do to help us. The Televisions would not work during our stay, and the heater was out in the pool and hot tub. Which they knew before we came and did not notify us of the problem. Asked if we could have a different house and they said no. We talked to the a ************************* the next day who also was. Or able to help us and told us to contact his boss, who also was very rude and told us nothing we could do about it, and told us to contact *** who we did and she never returned our calls. We are upset because we left a very cold ******* with our entire staff to attend a conference as well as team building in our house and hot tub, we where not able to use 1/2 the amenities listed in the adds. Very sad about this trip.

  

  Business Response

  Date: 01/29/2024

  Good afternoon ************************,
  Im sorry to hear that you were not satisfied with your stay and that the property did not meet your expectations. I would like to assure you that we take all guest feedback very seriously and that we are always looking for ways to improve our service.
  Unfortunately, as this reservation was booked with a third-party the pool heat charge was not passed along to us, and we were unaware this extra had been purchased. Upon visiting your property, it was determined that the pool heat had an issue which was tripping the breaker and not allowing the heater to remain on. We were unable to refund the pool heat charge as Florida Premier Rentals did not disclose pool heat was added to the reservation.
  Guests must send their compensation request to their booking agency, in this case, Florida Premier. Florida Premier will then contact our resolution department to request compensation, they have not reached out to us regarding your booking.
  After speaking with ****, she received your messages and attempted to return your phone calls but was unsuccessful in reaching someone and a voice mail was left.
  Once again, we are sorry to hear that you felt unsatisfied with your recent stay, but we would like to invite you to stay with us again in the future as we are confident that you will have a much better experience next time.
  

• Initial Complaint

  Date:08/15/2023

  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.

  Hi, My family and I traveled to Orlando Florida for a convention, we paid for a year to stay out a home that was rented through Jeeves Rental properties. Upon arriving at the home, it was not as described on line. First, we were supposed to have access at 4pm. But found the housekeeper still cleaning the property at 5pm. Upon entering the home, we found broken toilets, a pool that was polluted and unusable. Torn furniture, a spell upon entering the home. in other words, it was not the luxury home as described. I called Jeeves immediately and requested a home as described. Villatel refunded the monies to Jeeves and we were placed in a home that cost 3k higher than we had planned. I am trying to summarize. However, since we were misled, we should have been accommodated, and not charged an additional 3 thousand dollars. I can fill in additional information as needed.

  

  Business Response

  Date: 08/18/2023

  Good afternoon Ms. ******,
  

  I am very sorry to hear that you were not satisfied with
  your stay and that the property did not meet your expectations. I would like to
  assure you that we take all guest feedback very seriously and that we are
  always looking for ways to improve our service.
  

  We have already taken steps to address the issues that you
  raised, including:
  -We have spoken to the ********* the property manager about
  the cleanliness of the property and have asked them to ensure that it is
  cleaned to a higher standard in the future.
  -We have also spoken to the property manager about the items
  you have mentioned as damaged, broken or unusable so that they can ensure these
  items are repaired or replaced for future guests.
  

  You mentioned that the property was not as described online
  could you please elaborate so we can better understand your claim?
  

  Check-in time is at 4pm but occasionally we do encounter
  issues that will cause the housekeeping department some delays in finalizing
  the property before that time. We apologize if the home was ready 60 minutes
  after the intended time.
  

  I do see that there was communication between you and our
  Reservations Manager where they explained to you in detail how the rate would
  work out, and was clear on the next steps and charges. We understand your
  preference was to be in Reunion Resort while your previous property was in the
  ******** Resort, and we only had one remaining property available at the time. You agreed to this new property and expressed your desire to
  potentially add an additional night to your stay at a later time. To provide
  more assistance, we lowered the nightly rate considerably by $575 to $1,009 per
  night, for an overall discount of $4,599 over the 6-night stay.
  

  I would also like to invite you to stay with us again in the
  future. We are confident that you will have a much better experience next time.

• Initial Complaint

  Date:05/25/2023

  Type:Billing 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 at a very expensive (~$2,000 per night) Jeeves rental in Reunion Florida. At check-out time, Jeeve's housekeepers were in the driveway ready to come in. As I always do to prevent problems, I took pictures of every room right before I left. Within an hour or so I realized I forgot to clean out one closet and left 4 somewhat pricey men's shirts ($150-$200 each) in that closet. I called the company immediately and they assured me that the housekeepers were still on site and that the items would be retrieved and returned to the office. Calling back they told me, sorry no items were found. I looked up my photos and the clothes are actually visible (see circled items in attached image). I called back and they said they would go out and look. Then they said again no items we're found. I asked for the housekeeper's names so I could file a police report or pursue further action, but the company provided zero help with my request and simply made several unkept promises (will call you back, will speak to a manager and call you back, will email you back, etc., but never assisting with any resolution) There is no way this company should have a A+ Better Business Bureau rating and I'm shocked to believe they don't have dozens of complaints with the way they handled my issue. I would accept $300 refund for half the value of the items stolen by their housekeepers.

  

  Business Response

  Date: 05/30/2023

  Hello Mr. *******

  Unfortunatly we are unable to loacte a reservation under the name "**** ******". Could you please provide us with either the name on the booking or the reservation ID number to locate your reservation and research further?

  

  Business Response

  Date: 06/14/2023

  Hello Mr* *******
  
  As noted in the communication email thread that you attached
  with our Guest Services Manager, we as a company did our due diligence and
  contacted the housekeeper numerous times to which they stated that no clothing
  was recovered upon departure. The housekeepers returned to the property three
  times to look for the items. Thus, we have determined that compensation has not
  been deemed necessary.
  
  Included in the email thread, our Guest Services Manager
  stated that we cannot provide the housekeepers names as that is confidential
  information.
  
  Finally, as stated in the email thread, you intended to file
  a chargeback with your credit card company and would void any potential
  conversation for compensation. We apologize if this is not the outcome that you
  had anticipated.

  Customer Answer

  Date: 06/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the property was there and was stolen by their staff which is why they couldn't locate it. 

  If they had done nothing wrong they would welcome a police report and/or insurance claim, but instead refused to assist in any way. 

  Jeeves will miss out because we would have rented this property dozens of times more. There are other management companies in the area with far superior service. 

  Having this company keep a "A" BBB rating is deceptive to the public. 

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

• Initial Complaint

  Date:04/17/2023

  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.

  Jeeves employees accessed our rental without notice as I had requested /confirmed & I spoke to Francisco about this late 3/13. I am extremely upset that our privacy was breached. They left our front door unlocked/OPEN. This access is a breach of Florida Renters law under Reasonable Notice to access the premise. When I realized that there was an entry to our rental I spoke to Francisco again & HE also confirmed that the account was notated that someone was supposed to reach out & ask for permission to enter. Jeeves records calls so there’s no doubt that a record exists.
  Our rental was filthy, stained furniture & BROKEN doorknob to the back door/pool, we had broken gaming paddles, missing coffee pot as pictured to which I called in advance when doing groceries to be prepared, lifting floorboards which posed a safety hazard, the pool wasn’t ever higher than 73° despite paying extra for this (I measured the temp myself and confirmed with thermostat on side of the home), the highchair was molded, the crib was miniature and replacement was absolutely in deplorable condition & left in the rain to top it off.
  
  This is by no means, the Luxury experience we paid for.
  
  I spoke with Michelle McIntyre (1 MONTH LATER) & she only agreed to refund the highchair & crib & a “courtesy” $100. Absurd!! Our privacy was violated.Michelle emailed the contract back to review and I proved that even in the contract it states they must notify me prior to entry, it’s FLORIDA LAW!! They never called me back until I escalated this and now Michelle says I didn’t complain about the pool heater during the stay, but how could I complain when they refused to address the other issues or communicate DURING THE STAY. Jeeves is a terrible company and I will never stay there again!
  
  
  I’d like a FULL refund because Safety was breeches and this place was filthy, the welcome letter states the expectation was “Covid clean standards” and it was NOT.

  

  Business Response

  Date: 04/28/2023

  Good afternoon Ms. *********

  We are sorry to hear about your experience while staying in our property.

  After looking further into your reservation and the correspondence between you and our guest services team, we see notes where you had requested no entry into the property. 
  

  As noted, a Jeeves employee did visit the property in your absence. This comes down to a simple human mistake on behalf of our concierge team, and we apologize. According to our signed rental agreement, an employee may access the unit as deemed necessary to protect or inspect The Property; for repairs or services. We aim to resolve our guest’s issues as quickly as possible. Thus briefly entering the property to deliver replacement items can be seen as normal operating procedures to ensure our guests are able to resume enjoying their vacation as soon as possible.

  On the day of your arrival, a few issues were reported to our guest services team, however, as this was after operating hours. During the first full day of your stay, we began to rectify those reported issues with swift action.

  After looking at our records and your complaint regarding the pool heater, we do not see that this was ever reported to our guest services team, I am sure we could have situated this potential issue for you. 

  As mentioned in your complaint, the highchair and crib were fully refunded as well as $100. As a chargeback has been filed with your credit card company for your recent stay with Jeeves, we are unable to provide additional compensation at this time. We apologize for falling short of your expectations and for any misunderstandings or inconvenience that may have occurred during your stay with us.
  

  Customer Answer

  Date: 05/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  i Was in the shower when Jeeves employees gained access to the property, my youngest was sleeping upstairs and my husband was not home which is why a vehicle was not parked in the front. Therefore they breached my safety and violated the law of reasonable entry. They also never corrected anything being broken or missing during their entry other than leaving another damaged crib and a set of paddles for the ping pong table. Jeeves also left the front door unlocked/open! The crib/highchair and $100 refund does not even begin to remedy this experience whatsoever. We felt violated 100%, and fooled that Jeeves would give a better experience than what was given. The pool heat was not reported because we waited for a return call from a manager as promised twice and they failed. It took over a month to get Jeeves to speak to us, well past our departure. We deserve a full refund.

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

  

  Business Response

  Date: 05/10/2023

  Good afternoon Ms. **********
  
  We appologize that you felt violated, that was never our intention. This was once again a simple human error and does not represent the overall standard of Jeeves as a company. We refuned 100% of the highchair and crib due to the issues that you first experienced with the items as well as an additional $100.00.
  
  As previously mentioned, as a chargeback has been filed with your credit card company for your recent stay
  with Jeeves, we are unable to provide additional compensation. Once again, we apologize for falling short of your expectations and for
  any misunderstandings or inconvenience that may have occurred during your stay
  with us.

• Initial Complaint

  Date:03/22/2023

  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.

  Hello,
  
  During the week of March 18-25 2023, my family rented a vacation home from Jeeves. The Property ID ***** * *** * ****. It is called The ****** ***** and is located at **** ******* *** ********** ***** **.
  
  While in the home we were exposed to bed bugs. I have contacted the company who refuses to do anything to compensate us for the financial cost of replacing our clothing, suitcases, and our time at the home.
  
  Jeeves refuses to help us, as they reference the fact that the bed bugs weren't addressed until the day we departed.
  
  The reason for the late notice is that it took us a while to figure out what exactly was happening. Nobody would ever willingly stay in a bed that has bed bugs! To start, the washing machine ( that washes the bedding between guests) was inoperable. How were our sheets cleaned between guests?
  
  We then found a blood stain on our pillow that we couldn't explain? (We now know this is common with bed bugs)
  
  We then had bite marks all over our bodies, and couldn't explain it.
  
  Only after having some 'downtime' on our drive home ( and feeling extremely itchy) did I realize that not washing the sheets + unexplained blood stains + bites consistent with bed bugs meant that we were exposed to bed bugs.
  
  I'm sad to say that my son's bites are so severe that he will be scared.
  
  Even after being notified - Jeeves refused to clean the house. Above and beyond bed bugs, I told them cockroaches were left behind for their cleaning staff, as well as the bloody pillowcase and they denied everything. I feel terrible for the next family staying in the home and would like to be compensated for our time and out-of-pocket expenses - at minimum.

  

  Business Response

  Date: 03/22/2023

  Good afternoon Mrs. *******
  After looking further into your reservation, we see correspondence between you and our guest services team on the evening of 3/15 reporting household appliances not working. As this was reported after business hours, a Jeeves maintenance technician visited the home on the morning of 3/16 to attend to the items you reported. The household appliances were inspected and reported as operational and functional by our maintenance technician.
  
  Unfortunately, your first report of bed bugs in the home came the day after you departed on the 19th of March. We take bed bugs seriously and reporting this critical situation after you departed the unit did not allow us to investigate the claim, tend to the home and rectify/isolate any possible bed bug issue, including moving guests out of the home. Our policy is to have every home inspected and photographed prior to arrival and sign off on housekeeping. During this process the cleanliness of the home, and linens are inspected prior to your arrival, this is to ensure that you arrive into a “ready to stay” home. 
  
  After your departure from the home our housekeeping department inspected the property. There was no evidence of bedbugs or bloody sheets upon our departure check and pest control was called out to review and service the home. We would like to apologize if your stay with us did not meet your expectations, as a result we have provided a 10% refund on your reservation which was accepted after your departure.
  
  

• Initial Complaint

  Date:02/23/2023

  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 a vacation home via ******** ***** and Villas (who outsource to management company Jeeves Florida Rentals) Feb 5-11, 2023 in the total amount of $4655.25. The house was extremely filthy (floors never cleaned for months, dirty used linen on bed, kitchen counters with debris, riddled with cockroaches, pokerchip and wire down garbage disposal and leaks in the ceiling).
  
  Informed Jeeves about house not being cleaned (they sent someone over again but vacuum had been broken for months so they did was five new linen and then drop off a vacuum in a box to be assembled so we would clean). We spent hours cleaning the house to make it even habitable and what we picked up off the floor shows it had not been cleaned in months). When cockroaches were found the next day, I called to complain, asked for the house to be sprayed (which we are unsure if this happened) and asked for a manager to call me to discuss. No manager followed up (despite multiple attempts on my part to reach out). They made sure we were gone and only responded to us a week later once a review was filled out, but nothing more than generic we’re sorry, hope you come back.
  
  ******** was contacted and we were able to receive $1000 compensation (but so far have seen nothing).
  
  We are seeking additional compensation and to be fully Jeeves as the fault was there’s entirely by renting a house that is uninhabitable knowingly and purposely ignoring a client until i had left to avoid dealing with the problem. Had we found any of these items in a hotel we would have not paid for any night or would have been moved into a place that was habitable (and not expected to stay the reminder of the time in a house with pests).

  

  Business Response

  Date: 03/17/2023

  Good afternoon Ms. *********

  We appologize for the inconvenience that you may have experienced during your recent visit.
  We are currently in communication with ******** to discuss appropriate compensation and hope to be able to provide an update as soon as we hear back from ********

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  ******** would not take this long for a response to a problem. The response generated is a copy paste from your original note with no update, just an auto response. At what point is this not considered a scam?
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 04/05/2023

  Good afternoon Ms. *********
  We apologize for the delayed response, as we were waiting for further communication back from ********. We determined that while you did experience a few inconveniences during your stay, we were able to quickly rectify those issues.
  
  Upon arrival you reached out to our office due to issues with the cleanliness. Our team was quick to respond, and your concerns we addressed. The pest control complaint was quickly escalated to pest control and attended to the on the same day. Due to Florida's tropical and warm climate, bugs are a common pest that unfortunately on occasions make it into the homes.
  
  After communication with ********, we deemed a 10% refund to be an appropriate compensation due to our response time and ability to rectify your issues.