ComplaintsforVTrips

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April ** **** through April ** ***** Requesting refund of one night stay (Friday April ** ****) due to early check out for health and safety concerns. Leadership has been contacted, so far no response. Refund requested: **3.89 plus taxes and fees for one night stay. See attachments.

  Business response

  04/08/2024

  BBB Case: ********
  Guest: ***** ********
  Dates: April *** * ***
  Property: Edgewater Tower III ****
  The guest contacted our guest services team at ****PM stating that the unit was dirty and they saw hair on multiple surfaces. Sand was also on the floor and wanted this to be addressed. We sent cleaners over to address these issues the next morning at ****am. The guest then contacted us at ****pm stating that they wanted all new sheets and coverlets to be replaced. The cleaners delivered the sheets and coverlet by ****pm. The guest contacted us on April *** at *****am stating that ** very sketchy individuals consistently knocking on the door and windows. The guest said that they were trying to call the Edgewater Security and police. We provided our best contact for Security to the guest. The guest then contacted us back at *****AM stating that they were leaving because they were shaken up and wanted money back. We informed the guest that we would not be able to provide a refund if they choose to leave since we do not have control over any outside guests. We provided the guest with a full refund of the cleaning fees since the unit was not up to our standards and ready for guests' arrival. The guest personally spoke with multiple managers regarding her stay and was issued another credit of our service fees just due to the interruptions that we had no control over. Total compensation $*******
  
  Thank you,
  ****** ****
  Regional Director of Guest Services 

  Customer response

  04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** ********

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On January 1, 2024 at 3:06 PM EST I booked a property through ******, Receipt ID **********, for a property in *********** **. It was a 3 night stay from February 8, 2024-Sun February 11, 2024. confirmation code *********** I paid in full on January 1, 2024 for $2,364.82. I arrived at the address on time on February 8th for check in at 4pm. Friday February 9th around 5pm they informed me that the propane tank was supposed to have been filled this day and the property owner said the propane company rescheduled for Monday February 12th. Jackson Mountain is the overseer of this property. They communicate since the house was out of propane there would be no hot water and not heat in the home. Temperatures were around 30-40 degrees F each night. I had an 82 year old woman with physical limitations and a 7 year child in the home. A total of 9 people were occupying the home. Jackson Mountain did relocate my party of 9 to a new location. I was told over the phone they would consider covering the expenses with the relocation, the inconvenience, and loss of the original stay. I have reached out several times to ****** and Jackson Mountain. They are refusing to rectify this situation. The relocation was to a worse house. We were not relocated with an upgrade. The property manager failed to plan to have the propane tank filled, even though I paid 5 weeks in advance. I want a full refund or given the flexibility to have another four day three night stay at this property on a weekend of my choosing.

  Business response

  02/20/2024

  BBB # ********
  Guest: ******** *********
  Property: ******** ******
  Arrival: 2/8/2024            
  Departure: 2/11/2024

  
  The guest contacted us on Feb. 8th at 3:28pm stating that the fireplace would not light. We sent a technician out who determined it was not due to something small that our local property management team could repair. We sent out a repair company on Feb. 9th and later discovered that the propane tank buried on the property was out of gas. Our company called the local vendor to refill and was provided the soonest date would be the 12th as they do not work weekends. Once we were provided this information, we then reached out to the guest with the option to move from a 6-bedroom property to an 8-bedroom property due to the inconvenience. The guest accepted and moved to the new property the 2nd day of the reservation and the same day we were told that the gas would not be refilled until after the guest's departure. I believe our company acted swiftly to address these concerns and the guests were able to stay at an upgraded property. Please see the attached confirmations showing the upgraded property that they were relocated to within 24 hours of the complaint. No further action will be taken.
  
  Thank you,
  ****** ****
  ******** ******** ** ***** ******** 

  Customer response

  02/20/2024

  We did communicate that we were able to get the fire place lit on the evening of 2/8. I was informed they had scheduled the propane tank to be filled on 2/9 but the company wasn’t able to come out. 
  

  i was told I would be considered for a refund. I haven’t received a refund. I was told I would be compensated for the move and expense of destroying all our decorations over the phone when I spoke to the local property manager. 
  

  i have been attempting to resolve this issue with Jackson Mountain property and ****** directly. 
  

  i am more than happy to upload the additional communication. My issue is I booked five weeks in advance and paid in full for a location I wanted. Their lack of planning doesn’t mean an error on my part. The location we were moved to was trashy! 

  Customer response

  02/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We did communicate that we were able to get the fire place lit on the evening of 2/8. I was informed they had scheduled the propane tank to be filled on 2/9 but the company wasn’t able to come out. 
  

  i was told I would be considered for a refund. I haven’t received a refund. I was told I would be compensated for the move and expense of destroying all our decorations over the phone when I spoke to the local property manager. 
  

  i have been attempting to resolve this issue with Jackson Mountain property and ****** directly. 
  

  i am more than happy to upload the additional communication. My issue is I booked five weeks in advance and paid in full for a location I wanted. Their lack of planning doesn’t mean an error on my part. The location we were moved to was trashy! 

  Regards,

  ******** *********

  Business response

  02/20/2024

  BBB # ********
  Guest: ******** *********
  Property: ******** ******
  Arrival: 2/8/2024            
  Departure: 2/11/2024

  Please see the attached section of our Rental Agreement that has been initialed but the guests stating that they understand and agree to the policy that allows us to relocate the guest if the property becomes unlivable. No further action will be taken. 

   

  Thank you, 

  ****** **** 

  ******** ******** ** ***** ******** 

  Customer response

  02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I was told over the phone by the local property manager I would be considered for a refund. Why was that mentioned to me if the agreement says no refund? This is so wrong to have moved me in to a property with no propane. You are show zero humility and certainly no compassion. The place we were moved to was a dump! The property manager of that location was aware that both hot tubs were broken and all the other issues in the house. The only aspect that may have been comparable was prove. There was no view and no privacy! Such a shame you guys lied on the phone about considering for a partial refund, let alone not allowing my guests and I a do over with a full propane tank at ********* ******. I paid for a good and shouldn’t have been relocated. You messaged unaware there was no propane on this BBB complaint, but truth is upon relocation the fire was still burning the night I went to get my mom and grandma from the residence. You guys had scheduled a propane delivery for a day while guests were present. I have already attached the text in the previous response proving that. This is disgraceful. I’ll attach the fire place burning again. 
  

  Regards,

  ******** *********

  Business response

  02/23/2024

  Please see all previous comments, attachments and communication. No further action will be taken. 

  Customer response

  02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is wrong. Failure to ensure utilities are properly maintained is not an act of God, it’s failure to conduct business properly. Ensuring propane for heat and hot water was in place is within your control! 

  Regards,

  ******** *********

  Business response

  02/26/2024

  BBB # ********
  Guest: ******** *********
  Property: ******** ******
  Arrival: 2/8/2024            
  Departure: 2/11/2024
  Please see the attached section of our Rental Agreement that has been initialed but the guests stating that they understand and agree to the policy that allows us to relocate the guest if the property becomes unlivable. No further action will be taken. 
  
  Thank you, 
  ****** **** 
  ******** ******** ** ***** ******** 

  Customer response

  02/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Paying the utilities and providing heat was well within in their means. The propane should not have been empty, especially a 50 gallon one after less than 24 hours. That is a failure on their part.

  Regards,

  ******** *********

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We rented a cabin ********* ***** ** *********** *** and the first night encountered three cockroaches. Our party had a disabled child with severely compromised lungs, another toddler and a pregnant woman among others. One cockroach, fine, second raised concerns but the third, all the first night - was not acceptable. We also witnessed one going back into the wall, presumably, where his nest was located. We left immediately in the morning after a panicked effort to find an available hotel nearby. We immediately spoke with the rental group before leaving as well, including sending them pictures of the insects in the home. Two days later they said their licensed inspector checked the property and saw no justification for our leaving and would not refund our money. They said it is fine and not an infestation. They said it was just a 'cleanliness issue'. We spent well over an hour unpacking and repacking suitcases to ensure we were not taking cockroaches with us. They are refusing to return our rental fee of well over $2000. Discussion with management was awful, they are keeping the money because contract does not say we can leave due to the cockroaches we experienced. They clearly do not care about the experience of their customers or their health or well being of a severely handicapped child. By the way, I offered to hire another independent inspector to check the cabin, but they refused. As another insult, they refunded me $118, for the inconvenience experienced that night, but kept the other $2000. I have rented many accommodations with ***** have encountered pests and was able to rectify the situation with the owner. Due to the pervasive, invasive habits of cockroaches and the diseases that they are known to carry and the health effects their presence can have on humans especially with those that have compromised health; I felt justified in our immediate evacuation and request for reimbursement. Despite all of these details, our request was denied.

  Business response

  01/22/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  The guest called in to report roaches on Nov. 26th 2023 at 8:27am stating that they would like to leave immediately with a full refund due to roaches. We explained to the guest that we would need to send a vendor out to treat the unit and inspect for pest. Guest vacated at 12:32pm stating that they need a full refund since they have left the unit. Pest control arrived to the unit on Nov. 27th and reported that they did not see any indication that there was a roach issue. We feel that the compensation provided of $118.39 was fair. Please see the attached invoice from the pest control vendor.
  Thank you,
  ****** ****
  Director of Guest Services 

  Customer response

  01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  in less than 3 hours we experienced 3 cockroaches.  One 3 year old doesn't have use of his arms and would not be able to take action to protect himself should a cockroach get on him. His lungs are also very weak and cockroaches are a health risk. I provided the company pictures of the roaches and cracks and gaps they entered.  I also offered to hire an independent pest company for a thorough look but was denied.  I could not risk health of this family and wait up to 2 days for their pest company, due to the unclean conditions of this property.  We all traveled far for this vacation and could not just drive back home. My rentals cost is now doubled as I had to pay another $2,500 for another hotel.   What would be fair would be for me to pay for the one night we were there and a cleaning expense (we did sleep in the beds that one night) and get a refund for the balance.  I have attached pictures.

  Regards,

  ******* ******

  Business response

  01/23/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  The guest called in to report roaches on Nov. 26th 2023 at 8:27am stating that they would like to leave immediately with a full refund due to roaches. We explained to the guest that we would need to send a vendor out to treat the unit and inspect for pest. Guest vacated at 12:32pm stating that they need a full refund since they have left the unit. Pest control arrived to the unit on Nov. 27th and reported that they did not see any indication that there was a roach issue. We feel that the compensation provided of $118.39 was fair. Please see the attached invoice from the pest control vendor.
  Thank you,
  ****** ****
  Director of Guest Services 

  Customer response

  01/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  As indicated in my prior response, we paid over $2100 for a full week, but only could stay for one night.  We were unable to stay due to the cockroaches.  In one night we saw 3 roaches and were able to kill 2, but 1 escaped through baseboard gaps.  Had we stayed, we would be at high risk of serious health impact to our disabled and susceptible child.   I have provided proof of 2 of the roaches we were able to catch on camera, regardless of what their pest person says.  This was an extremely stressful and expensive situation for us to have to vacate, and find a alternate stay with no advance notice.  It was not our desire to leave, and got no benefit out of doing so, only.  I do not understand how a $118 refund represents a fair resolution given we paid over $2100 and were forced to leave after 1 night.  it was not our fault we had to leave.  I would like to request a reasonable refund.    

  Regards,

  ******* ******

  Business response

  01/25/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  Please see all prior communication and invoices from licensed vendors. No further actions will be taken. 

  Customer response

  01/31/2024

  Sorry for the delay in responding.   I do not accept the response from the vendor on this situation.   I am still due a refund for all but the one night we stayed in their establishment.  As indicated in prior statements, we had to leave after the first night due to the multiple cockroaches and risk to health of my family.

   

  Business response

  01/31/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  Please see all prior communication and invoices from licensed vendors. The guest claims there were multiple roaches in the unit but per the licensed vendor none were found. The guest refused to allow us the opportunity to address any issues and demanded a full refund despite our reasoning. Please see the attached SIGNED rental agreement that the guest acknowledged this policy and agreed by signing. No further actions will be taken. 

  Thank you, 

  ****** ****

  Regional Director of Guest Services

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Upon our arrival on 12/18/2023, we were profoundly shocked to discover inaccurate and misleading information in their property listing. The failure to disclose the necessity of a 4-wheel drive for property access was inexcusable and deliberately omitted from their communication. The host provide a link to check water levels which was useless, as the lake was completely dry upon arrival. It is difficult for us to believe that they were unaware of this situation, especially considering the regular maintenance and cleaning crews that undoubtedly visit the property. Our troubles continued as we discovered a mouse on the first day and promptly notified them. Despite our immediate action, there was no response until I called, and a promised resolution for the next morning at 9am never materialized. Unfortunately, no one showed up, and we were left in the dark about the status of the issue. After speaking with someone in billing, we were told a refund could be obtained with evidence, which we provided in the form of a picture of the rodent. Despite this, we were still refused a refund or the option to be moved to another cabin. Communication issues persisted, with customer support claiming not to have received the pictures after I emailed them 10 times and I could clearly see that they were received on my end. The delayed response and inadequate resolution to the rodent issue led to mental strain, sleepless nights, and a lack of the quiet enjoyment we expected. Despite numerous attempts, our requests to be moved or receive a refund were consistently denied. The proposed resolution of an attraction ticket and a two-night refund is insufficient and does not account for the distress we experienced. We expected a relaxing vacation but endured substandard conditions, a lack of responsiveness, and a breach of assurances from the host, billing department and customer service. They did not have any sense of urgency on our behalf, what so ever.

  Business response

  01/04/2024

  BBB Case: ********
  Res#******
  ******** *****
  Dec. **** * ****
  
  The guest was sent emails stating that we recommend a 4-wheel drive. (attached) The **** description has a disclaimer about the lake levels stating we do not have any control over the water in the lake and how far down it can be during certain seasons. (attached)
  The guest contacted us at 8:41pm on the 18th stating there was a mouse in the unit. We stated we would provide and ETA when a vendor could come by. The guest reached out at 9:39am on the 19th upset that no one had come to the unit yet. We contacted the guest at 8:33pm that night stating that the vendor would not enter unless the guest was present. We then confirmed a time and date that next day where the guest would be available for 2 hours. The vendor went out at 10am on the 20th with the guest and reported that there was a flying squirrel in the unit not a rat. We then informed the guest that ******** ********* would have to be contacted since this is not a pest issue and they are protected. We did offer to move the guest as they stated and the guest declined. We then sent ******** ********* out on the 21st. The guest stated that they vacated the property and do not wish to return. We then refunded the guest the 2 nights they were missing by leaving early. Totaling $366.16. No other issues were reported other than the guest leaving a pistol in the unit. 

  Business response

  01/04/2024

  BBB Case: ********
  Res#******
  ******** *****
  Dec. **** * ****
  
  The guest was sent emails stating that we recommend a 4-wheel drive. (attached) The **** description has a disclaimer about the lake levels stating we do not have any control over the water in the lake and how far down it can be during certain seasons. (attached)
  The guest contacted us at 8:41pm on the 18th stating there was a mouse in the unit. We stated we would provide and ETA when a vendor could come by. The guest reached out at 9:39am on the 19th upset that no one had come to the unit yet. We contacted the guest at 8:33pm that night stating that the vendor would not enter unless the guest was present. We then confirmed a time and date that next day where the guest would be available for 2 hours. The vendor went out at 10am on the 20th with the guest and reported that there was a flying squirrel in the unit not a rat. We then informed the guest that ******** ********* would have to be contacted since this is not a pest issue and they are protected. We did offer to move the guest as they stated and the guest declined. We then sent ******** ********* out on the 21st. The guest stated that they vacated the property and do not wish to return. We then refunded the guest the 2 nights they were missing by leaving early. Totaling $366.16. No other issues were reported other than the guest leaving a pistol in the unit. 

  Customer response

  01/10/2024

  I reached out to the owner at 8:21pm which was the first night of our arrival to inform them that there was a mouse in the cabin. They informed me that someone would be there at 9am the next day and no one showed up at 8:45 am I reached out again and advised them that no one has shown up yet on the following date. They state they they should not have given and ETA. but for us to go about our day and someone would be out there. I did not hear from them all that day so I reach out again at 7:03pm asking did anyone take care of the rat. There response was let me check. They not once attempted to move us even when I pleaded with them several times. We gave them 3 days to take care of the problem and they did not. I even called customer service and no one did anything. QR code and PDF provided for full communication. I just saw and email of the owners response and I tried calling several times today. 

  Customer response

  01/10/2024

  I reached out to the owner at 8:21pm which was the first night of our arrival to inform them that there was a mouse in the cabin. They informed me that someone would be there at 9am the next day and no one showed up at 8:45 am I reached out again and advised them that no one has shown up yet on the following date. They state they they should not have given and ETA. but for us to go about our day and someone would be out there. I did not hear from them all that day so I reach out again at 7:03pm asking did anyone take care of the rat. There response was let me check. They not once attempted to move us even when I pleaded with them several times. We gave them 3 days to take care of the problem and they did not. I even called customer service and no one did anything. QR code and PDF provided for full communication. I just saw and email of the owners response and I tried calling several times today. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 21, 2023 I rented a property from Kokopelli Property on December 21, 2023.The rental was not advertised as having to pick up keys from another location. The rental was not advertised as not having wood available for the multiple fireplaces which was advertised as a benefit.The rental was not advertised to have an alarm that needed to be disengaged. The after hours customer support was horrible and sexist. The after hours customer support spent time discussing how many properties they manage rather than providing a solution to the issue and was sexist in their response. Kokopelli Property does not respond to customer issues and ignores them. This was a $500 night rental with zero customer support. I paid $1913 for a three night stay!

  Business response

  01/10/2024

  Thank you for this feedback, *********, as we always hope to leave you with a first-class impression. And we know how important it is for our guests to make informed decisions about their rental, so we will continue to update the listing with the latest information. Additionally, we informed you that firewood would not be provided. My team also reached out with specific instructions on how to arm and disarm the alarm. We know our guests dont want to be hassled during their stay, so our team is always ready to assist with any troubleshooting. We also reviewed this reservation as a team, since we never want any guest to feel like they received poor service. So we will continue to train our team members, and I once again apologize for not delivering the experience you hoped for. We hope to make your next stay more enjoyable.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Family and I (10 of us), rented a lake house through Taylor Made from the 10th to 13 of July. On the second morning there my 34 year old Son was attacked by white faced hornets which came from a large hive on the deck by the hot tub. He was stung so many times that he required anaphylactic life saving treatment at the local Emergency dept. They gave him shots and prescriptions. After returning back to the rental he was throwing up profusely from all the venom. He is ok now, but was a very scary time. He has 3 year old and 7 year old daughters. Not only was it traumatic for them, but they were scared to death to go back out on the deck. They had been in the same place he was earlier and it would have been devastating had they been the ones to get stung. I don’t know how they could have survived. My Son is 6’2” and was swollen head to toe. When I called for someone to remove the hive, they came right away. They stated they had also been stung earlier by a hornet there. Which brings me to ask, why did they not get rid of the hive BEFORE this happened? When I called, I was actually told that it was Mother Nature and it might not have even been from that hive. To top it off, there was a mouse in the kitchen and the reaction was that is what you get in the mountains. I was only asking for copays for my son and some kind of refund since In our short stay, we lost very much time and security in being in that house. I know this is long, but thus really needs attention. Thank you, ********

  Business response

  07/25/2023

  I'm so sorry to hear your son was stung, ********! And although bees live in the area, we're trying to locate and remove any beehives from my property. Therefore, for the safety of our guests, we will continue to search my property for beehives and remove them whenever we find them. Additionally, my home is regularly maintained by pest control professionals, and we've never seen a mouse. So I once again apologize for any inconvenience during your stay, and we will certainly use this feedback to help improve the guest experience moving forward.

  Customer response

  08/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  you have given no retribution for this horrible experience. My Son has had to pay copays for emergency visits and medication. We lost almost 2 full days and we were only there 3 1/2 total. I believe we deserve some money back. The hot tub and deck were part of the reason we booked there, and they were unusable for most of the time. I didn’t even complain about the fact that the hot tub was out of order 1st night due to them refilling while we were there and water did not heat til next day. This was a horrible experience and I would think you would want your reputation to stay good for serving your customers. I totally will do my review based on how you handle this  situation. 

  Regards,

  ******** ****

  Business response

  08/17/2023

  Hi, ********! As we previously mentioned, Section 21 of your signed rental agreement covers the release of liability for activities on the property, including bee stings. Again, we sincerely apologize that we did not meet your expectations, and we encourage you to contact our office by phone if you would like to discuss your rental agreement in more detail.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented unit 1205 at the ********* in Galveston July 6-9 2023. We paid a total of $1291.36 for a 3 night stay. Only the 1st night met our basic expectations. During the stay there was a major leak in the kitchen ceiling, water coming out of the fire system and loss of air conditioning resulting in needing to check out of the unit a night early after not having any cooling for over 24 hours in the Texas heat. I feel my family was put in danger not only from the heat but also the compromised fire system. We reached out to ***** multiple times during the ordeal with no recognition or reconciliation. Requested a refund for 2 nights and they countered with $476.10 refund offer only if a legal document stating that we can not leave a negative review of the company was signed. Document was not signed and refund was not given.

  Business response

  07/24/2023

  Hi, ******* I'm so sorry to hear about the air conditioner, as we sent a team member out right away to address it. Additionally, we offered to refund you a portion of your rental fee. We've also been informed you issued a chargeback with your bank, requesting a full refund, despite reserving my home and staying there.  Therefore, we will comply with the mediator and supply her with the information she requests.

  Customer response

  07/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We reserved the home but did not receive what we paid for. I was open to two nights of refund because after only 12 hours in your home it became unlivable. Would you want to pay for services that weren't fulfilled? Because I definitely don't. Would you want to start you vacation with you and your children having to clean up water pouring into the kitchen you now can't use? You're welcome for keeping the water contained preventing it from flooding the downstairs neighbors. Your company took all of my money without providing the services you claimed to offer. This could have been remedied but your company was no help and had no desire to do so properly. Then you lie to me saying you took care of a problem that was absolutely never addressed by your company. If this is how you treat your customers I'm surprised you even have any at all. ***** has to have weekly meetings on Tuesdays to discuss refunds for the week. Why is that even a thing if you're offering the level of service you claim to offer?

  Regards,

  ****** **************

  Business response

  07/28/2023

  Thank you for your feedback. We value your perspective and look forward to the resolution of your pending chargeback.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Per our conversation I am following up with this email in regards to the matters we discussed over the phoneAs I mentioned there were several issues I had addressed during our stay at **** **** ***** on Sunday, July 2, 2023 to Wednesday, July 5, 2023. I booked this cabin based on the amenities that this cabin had to offer for my family's holiday getaway. Upon arrival, I noticed that the televisions, hot tubs, the door in the living room(next to the fireplace), and the garbage disposal(which ended up leaking downstairs and backed up the kitchen sink several times.) did not work. Due to the leakage from the garbage disposal leaking into the downstairs bedroom, it destroyed a lot of important work documents. The barbeque grill could not be utilized either because it was very dirty and not sanitary at all. I placed a service request for them all to get fixed. It still did not work. I was told a maintenance person would come out, and no one ever did. I also discovered bed bugs last night there in one of the bedrooms. There were several children affected by the bed bugs physically. I have pictures of their bites. The trip turned out to be a nightmare from hell, with all the inconvenience we had to endure. We had to travel to eat out due to the kitchen sink becoming clogged due to the garbage disposal. We could not use the hot tub at all,l. And the biggest issue was discovering the bed bugs, which like I mentioned was by far the worst possible on this trip. Paying $5000 for a total of 4 days and 3 nights you want to be comfortable and enjoy everything that the cabin has to offer and we could not. We ended up losing money by leaving things behind, being scared and not wanting to travel home with bed bugs and eating out because the kitchen did not function properly

  Business response

  07/17/2023

  I'm so sorry to hear this *********, as we always hope to deliver a five-star experience. And I know our office has been in contact with you regarding your reservation. The best number to call us back at is ************.  Additionally, I wanted to let you know that my home is regularly maintained by **** ******* professionals, who have since confirmed that there are no unwanted visitors in my home.

  Customer response

  07/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory and not true to me. I received a call from guest services management of the cabin whom confirmed that they sent **** ******* out and they indeed confirmed that the cabin was infested with bedbugs. She assured me that they had sprayed the cabin and was treating the situation. So, to hear that the home has no unwanted guest living there may be true as of now! But while our stay the unwanted guest(bedbugs) attacked my children! I have pictures and there is recordings of guest services stating that my accusations are true.

   

   

  Regards,

   

  ********* *******

  Business response

  07/24/2023

  BBB Case: ********
  Guest: ********* *******
  Property: **** **** *****
  Dates: Jul 2, 2023 - Jul 5, 2023
  Guest arrived July 2nd, we sent a text asking how their experience was at 7:00 PM that same night. No response was ever provided. Guest called on July 3rd at 10:22 PM stating that there was a man lingering outside. No other issues were reported. Guest texted us on July 4th at 6:14 PM to report the hot tub and garbage disposal were leaking into the dishwasher. The guest stated, “we just wanted to make you aware of the minor things we have experienced”. Guest called July 5th at 11:29 AM asking if someone was in the unit before her and how frequently they were cleaned and mentioned there was possible bed bugs (after departure). We advised the guest we would have it inspected by a professional vendor and let them know once we hear back. After confirming by the local vendor we provided a 50% discount since this was not brought to our attention till after they checked out.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a condo through hotels.com that is managed by ******* mountain homes. When we arrived at the condo we noticed cockroaches throughout the unit, we notified them and provided pictures to the company. They told us that we would be issued a refund but we had to go through hotels.com. They are now denying the refund and claiming that they are only normal bugs and not coaches. The manager informed me that I did not know what cockroaches looked like and that no refund would be issued.

  Business response

  07/07/2023

  I wanted to thank you for staying with us, ******. Our goal is to leave you with a great impression, though it does appear from the photos you attached that some tiny insects made their way into my home. Furthermore, I've never seen roaches. I sent one of my team members out immediately after being notified by you, and he also didn't see any. My home is regularly maintained by pest control professionals, who have since assured me that there are no unwanted guests inside. This has also been communicated to the company you booked with, and we apologize again for any inconvenience caused.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a beach house through VTrips for 5/31/23 through 6/7/23 in St Augustine, FL @ **** *** ** Arrived to find the air conditioner out and the home in disrepair. It seemed obvious that minimal attention was given to the property so we made the most out of it. Someone came to fix the air the following day after spending almost a full day in the hot house. A stair in house was falling in at the front of the tread so my brother-in-law jacked it up so my elderly parents would not fall and hurt themselves. The ice maker never worked and the door threshold of the “new” floors was coming unglued. It was in obvious disrepair but we stayed because we wanted to spend the week at the beach with my 70+ year old parents. The back gate at the pool area of the house is literally falling off the wall. We had to forbid my 4-yr-old from walking on that side of the pool for fear he would get badly hurt. Within 2 hours of leaving the house, we were charged $1000 for damages, which is a first for me after renting beach houses for 25 years. I have tried to speak to the local staff in St Augustine twice and have emailed the CEO with no appropriate response other than continuing to maintain we caused these damages that are obviously there for a considerable period of time. I get the feeling this is a thing they do: rent out houses in disrepair and count on people like my trusting family to pad their pockets when we leave.

  Business response

  06/16/2023

  Hi, ******* Prior to your stay, two weeks' worth of inspections had been completed, indicating no damage had occurred. Additionally, the owners just replaced the floors. And according to the rental agreement, under Repairs and Maintenance, excess damage costs are charged to the guest's card. But we always want to leave you with a favorable impression, so we encourage you to call our office at ************ and ask to speak with a manager. Speak then!

*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. ↩