Reviews

Review Details

• Review fromDaley G

  Date: 07/21/2024

  1 star
  Awful customer service and no empathy at all. We had to cancel our stay to ****************, which we were very excited for, due to a cancer diagnosis my mom received. She is going to need surgery close to our reservation dates, and we cannot make it due to her recovery and medical expenses. This place is clearly money hungry with no compassion for family emergencies.

  Love Rentals

  Date: 07/22/2024

  Hi *****,I'm so sorry to hear about your mom's cancer diagnosis. I see you made your reservation via Airbnb, and since they are the merchant of record we are unable to provide a refund. However, please contact Airbnb and request for a refund under their extenuating circumstances policy. They will then let you know if your situation falls under that policy. It would be worth checking with them to find out.I'll also remind Love Rentals GR team to let guests know of this possibility moving forward.All the best, Love Rentals

• Review fromAndrew G

  Date: 07/11/2024

  1 star
  We booked an apartment on ************************** for 10 days this coming October, we booked it back on May 8th this year after looking at one of Love Rentals statements saying that all their properties had certain facilities inside and the important one for us was that it had a washer dryer. We went ahead and booked the apartment paying $538.49 as a deposit. A few days later I looked at the internal photographs of Steps from the Beach and could find no pictures to confirm a washer dryer so emailed the manager to confirm that in fact it did not have a washer dryer. I cancelled the booking and asked for my deposit back but was referred to their small print where it stated I only had 24 hours to cancel the booking or lose my deposit. Love Rentals referred me to Tripadvisor, Tripadvisor referred me back to Love Rentals and o got nowhere. So buyer beware, look at all the reviews and small print and even then pay by credit card so you can stop the payment in 30 days. This company has a ridiculously short cooling off period and I find them greedy and immoral to take $538.59 for nothing. Their property is bound to be rented before October so they are getting money for nothing. I hope they can sleep at night

  Love Rentals

  Date: 07/22/2024

  Hi ******, I'm sorry the property you booked doesn't have laundry facilities. I've had a look into your reservation and see that we have never advertised these facilities, as confirmed by your message back in May: *** regarding our booking with you, do you have a washing machine at the property? I made an assumption that you do have one and as we are staying there for 10 days with limited clothing it is quite essential. Im sorry that I didnt look more closely at the services at the property in the first place and hope we havent inconvenienced you too much. ****".I see your reservation is still live and we are happy to host you. However, if you still wish to cancel, please contact your booking agent, Trip Advisor who will be able to advise on how to do this from your end. They will then be able to provide the refund in accordance with the cancellation policy that you agreed to upon placing the reservation. We are unable to provide a refund as we are not the merchant of record in this instance.I do hope you are able to get it all sorted quickly and are able to find accommodation to meet your needs.Kind regards, Love Rentals

• Review fromKayla W

  Date: 10/30/2023

  1 star
  Ended up canceling my reservation due to having more than the allowed occupants, which was not an even a thought or an option when I booked. Now I take my share of the blame for not carefully reading the cancelation policy but upon canceling I was told I wouldnt get a refund but that the rental company would keep the almost $500 dollars I had paid in. Now had I canceled like the week of my trip I could understand but its well over a month away, so theres plenty of time to rent it out. So my problem is this place just got to pocket hundreds and is out absolutely nothing and got plenty of notice. Again, I should've read it better but to me and to the people that know the situation this is a horrible policy. and they were unwilling to compromise according to AirBnB.

  Love Rentals

  Date: 11/01/2023

  Hi Kayla, I'm sorry to see your plans changed recently, after you made the reservation back in July and the property you booked was no longer suitable for you with the extra guests you wanted to add. As you mentioned, the cancellation policy is visible both before and after a reservation is made and we do have to adhere to these policies on behalf of the property owners. I see you did receive the refund that was due to you and Love Rentals only kept the non-refundable deposit.
  I'm sure you would appreciate the reason for having these deposits and cancellation policies in place is so that business are able to keep running and the fact that your reservation was in place meant that nobody else was able to book these dates in this property for the three months your reservation was confirmed.
  Kind regards,
  Love Rentals

• Review fromChris M

  Date: 02/08/2023

  1 star
  Incredibly, shockingly shady operator. Booked through ******, non-refundable booking. After I booked they told me I needed to pay an additional $500 to receive my check in details. It was the day before my trip, booking was non-refundable, so I was forced to pay it.
  Upon checkout they attempted to charge me an additional $320 for unspecified “damages” that didn’t exist, the space was spotless.
  This is a shady operator steer clear! I have escalated this complaint with ****** and I hope they are shut down soon.

  Love Rentals

  Date: 02/08/2023

  Hi Chris, I am sorry you feel this way. As I'm sure you understand, we are required by law to collect and remit mandatory taxes on each reservation. We have properties throughout the USA and unfortunately, ****** is not able to collect these taxes on our behalf for every county because the regulations differ between states. As you can see in the listing description before you book, we do notify all guests of the percentage of tax we collect upon confirmation of your reservation.
  With regard to the reimbursement request the property manager has sent documentation to support their claim including the late check-out fee since you were still in the property 2.5 hours after checkout time which is a violation of the guest agreement on ******. You were still occupying the property when the cleaners arrived and this incurred an extra fee to go to the cleaners for their wasted time, as well as a penalty for the smell of smoke in this non-smoking property. These are all things you agree to upon confirmation of your reservation and are clearly available to read prior to booking on the ****** platform.
  Rest assured, ****** are very robust with their investigations concerning extra guest charges and they will make their independent decision regarding your case and it is currently in review with them.
  Kind regards,
  Love Rentals