Complaints

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

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• 

  VTrips

  200 Executive Way Ste 200 Ponte Vedra, FL 32082-2711

• 

  VTrips

  5092 A1a S St Augustine, FL 32080-7102

• 

  Kokopelli Property Management

  607 Old Santa Fe Trail Santa Fe, NM 87505

• 

  Vacation Rental Pros of Siesta Key

  1610 Stickney Point Rd Apt 201 Sarasota, FL 34231-3709

• 

  Jackson Mountain Homes, Inc.

  1662 E. Parkway Gatlinburg, TN 37738

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:07/14/2025

  Type:Service or Repair 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.

  We arrived at our rental at approximately 7:10 on 6/28/25. Upon our arrival, we discovered that the patio door did not close all the way, leaving a crack for air to escape and for bugs or water to enter. As we tried to settle in, we noticed that the sleeping area beside the patio was not clean at all and their was water damage above it. There were fingernail clippings and other items in the window sill. There was also a dead bug lying directly in the bed. The bedding in the nook had multiple stains, including what appears to be a blood stain. The unit as a whole had an abundance of dust that has clearly accumulated over time.
  
  In the upstairs room, we found even more concerns: the bed was uneven and appeared to be broken, the pillows stained, and the banisters not wiped down. In the kitchen, there were dirty dishes, drawers with trash or leftover debris, and a kitchen knife that had noticeable leftover food/oil on the blade.
  
  On July 4th of 2025, our family was on the balcony of the rental unit. As my significant other was carrying our young son inside, the glass sliding door suddenly fell off and struck our son in the back of the head.
  
  This wasn’t an isolated or unpredictable issue. We had already contacted the host/property manager three times prior about serious problems with the sliding doors, including that they weren’t closing properly and kept coming off the track. Despite reports, no repairs were made, and the issue was left unresolved.
  
  After the door fell and injured our child, the only guidance we were given was to “put the doors to the side somewhere safe,” leaving a large opening onto the balcony overnight. This exposed our family, especially our child, to an additional hazard: the balcony railing has wide gaps between bars that a small child could easily fall through. Other issues we encountered throughout our stay included running out of hot water after one person had showered, microwave not working and returning to an open door at one point.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11, I booked, signed the agreement, and paid in full ($1,334.23), for a stay at ******* ***** ************ Treasure located at ***** *** **** **** **** ***** Galveston TX, 77554.
  
  This was booked through ***** Vacation Rentals / VTrip. Less than a week before check-in, I was notified the property was no longer available due to the owner’s actions. Despite having no control over the cancellation, I was informed my only options were a full refund or a forced upgrade to another unit for an additional ~$800 (or for free “equivalent off site” property). After an hour or more of back and forth and pressing the supervisor at *****, I was offed the other unit for a reduced amount ($612). With a family trip already planned for July 4 weekend, I had no choice but to pay under time pressure.
  
  Per your the ***** Vacation Rentals / VTrip Vacation Rental Agreement (§24), *****/VTrips is obligated to “use best efforts to locate a comparable property at a comparable price.” The $612 upcharge directly contradicts that commitment. While I completed the payment to avoid disruption to my family’s travel, this does not waive my right to request remedy for this mishandled substitution.
  
  I respectfully requested refunded or that an equivalent credit or future accommodation be offered in goodwill but the representative (****** offered no solution or compensation.
  
  The entire experience felt like a bait-and -switch operation leaving me in an incredibly tough spot. I hope something can be done be the BBB to remedy this situation for me and for others that may be impacted in the future.

  Customer Answer

  Date: 06/25/2025

  This is the second rental agreement. This agreement shows that the additional fee was applied and paid.

• Initial Complaint

  Date:11/25/2024

  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.

  On 8May, 2024, I rented a cabin with the sole reason to have a fireplace in the bedroom to celebrate a 60th birthday. On 21 Nov 24, Jackson Mountains rentals emailed me to inform me there was no operational fireplace in the bedroom as was a condition of the original contract. I asked for a full refund on 21 Nov 24 so that I could hopefully find a cabin with short notice with a fireplace in the bedroom. On 21 Nov 24 Mountain Cabin Rentals denied any refund. On 22 November 24 I received a reply stating “we can speak further about the compensation when you check out of the unit”. Also on 22 Nov 24 Tianna stated “Please let your legal team reach out to us, we can no longer assist you until then”, clearly threatening me with legal cost to continue my concerns.

• Initial Complaint

  Date:11/12/2024

  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 a vacation rental through **** 8/27/24. Was contacted by *********** ***** Rentals via text on 9/5/24 that I needed to contact them to provide my credit card # for incidentals. I contacted them and was told that I was confirmed in a unit that was not what I confirmed with ****. I have documentation of this as well. Specifically, I booked the upper portion of a rental home and the property management company told me we were confirmed in the lower half. This might not be a big deal to some people, but I have no interest in listening to someone above walking around all night. That happened once to us and never again will I book a lower half of a home for vacation. After hours on the phone with ****, Vtrips and *********** ***** Rentals, I was told that they would not refund me. **** stated it was the property management's (*********** ***** Rentals) decision as to whether or not to issue the refund. My only recourse was to cancel and receive 50% back as the property "had similar features" despite not being what I booked. I lost $458.01 on this because we did not want to stay in the property that was booked for us that was the incorrect property.

  Business Response

  Date: 11/29/2024

  BBB Claim: ********
  Guest: **** *****
  Property: ***** ***** *****
  Dates: September 19th – 22nd 2024
  Reservation Created: August 26th 2024
  We reached out to the guests on September 5th to
  put a credit card on file for incidentals. When the Guest Services Agent
  confirmed the property and dates before adding the credit information, the
  guest made us aware that they should have booked the Upper unit and not the
  lower unit. We explained that we could not make changes to the reservation this
  close to arrival. The guest asked to cancel at that time and we explained that
  the cancelation policy would provide only a partial refund. The guest then
  escalated to management who explained that they should contact the booking
  company they went through to resolve any issues with the booking platform.  The guest then canceled the booking on the 3rd party booking site. We had no further communication with this guest. Multiple emails
  were sent to the guest at the time of booking with the Lower unit shown. No
  contact was made by the guest of this mistake until we contacted the guests.
  Please see the attached email that was opened by the guest. 

  Customer Answer

  Date: 12/02/2024

  
  
  

  [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 directly by **** that the property management company had to make the decision. Firstly, yes, it took me 10 days after booking to realize that the booking was done incorrectly as the email confirmation I had from **** showed accurately the property that I booked. I did not realize that I would also need to check what the property management company showed me as booked in. Secondly, after speaking with ******** who escalated to her manager and I got a call back from ****** there was no further communication with Vtrips as I was instructed to call the third party back again (****). ****** at **** is who I was then connected to and our call of 55 minutes included ****** reaching two times to the property management company Vtrips about the situation. ****** relayed to me my only course of action would be to then cancel through where I booked the reservation (**** app) as the property management company said they will not issue a full refund as the property has similar features. So, **** (whom also responded to a BBB complaint that this is not their decision) and Vtrips are both saying the other is responsible for the booking not being correct on their end. 

  
  

  Regards,

  
  

  **** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/11/2024

  Please see the previous comments. The guest was sent multiple communication with the property name listed. No attempts to correct this was made until after the guest was within the non-refund window. No further action will be taken. 

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair 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.

  My family checked into ***** ******** ****** on October 6, 2024. We discovered a bed in the unit was lopsided to which we reported, they sent someone out to repair and discovered the box spring mattress was upside down?? The next morning we woke to discover several bites up and down the arms of one of our party. After further investigation we found a bedbug alive. I immediately took a photo and video of said bug and we vacated that room immediately. I contacted the company to report. They asked for my picture I took. I sent it immediately and requested to be moved. They refused to move us and told us we needed to stay put for 72 hours while they investigated. We explained that we refused to remain in that cabin. They were unwilling to move us or put us in a hotel. They insisted that we remain. We left at 9:40 pm and drove 4.5 hours home after staying just 1 night of the 4 we reserved. The next day they contacted me and told me their trusted vendor had thoroughly searched the cabin and found no traces of bed bugs. I will tell you we did not kill that bug and we left it. We know it was still there when we left cause I went and got video of it moving to a crevice in the mattress cover. They completely refused to be concerned. I asked for the vendor report and they refused to give it to me. I truly believe they knew prior to us coming in there were bedbugs. I can see no other reason why that box spring mattress was flipped upside down. I had been a loyal customer for several years. They proved that day, their claim for caring about peace of mind for clients, is a lie. They care more about themselves and red tape, than the peace of mind of their clients. Not only did they lack care about us as returning customers, but showed no care about incoming families who would follow us after we checked out. I do not believe they found nothing traces. If they found nothing traces then guess what, the bed bug is still there. Beware! Mountain ****** **** ******* *** **** *******

• Initial Complaint

  Date:10/02/2024

  Type:Customer Service 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.

  Noise and construction from 8 am-5pm since Monday with extremely loud noise, unable to watch tv or even talk, debris falling when we walk outside , wires hanging , holes in ceilings and walls with concrete falling on us , shaking room. I tried to contact and resolve with manage or move to another room and no response in 3 days or resolution offered. Paid over $1,000 and cannot be in room 8-5! Cant sit on deck because dust and debri and noise. Getting pelted with concrete as we walk to room . Emailed pictures and videos to show level of noise and no answer . Very unsafe for kids ! In entire complex , most ppl left and rooms are empty and we are still there . Need major price adjustment since we cannot be in the room and we should have been moved . We weren’t informed construction was going on or we wouldn’t have driven 17 hours and paid $1,000 for a family vacation . Videos sent to email .

  Business Response

  Date: 10/03/2024

  BBB Claim: ********
  Guest: ******** ********
  Property: St. Augustine Beach & Tennis - Unit ***
  Dates: 09/28/2024 - 10/05/2024

  
  The guest contacted us on Sep. 26th asking about
  the status of the property due to Hurricane Elene hitting the area. We informed
  her that the unit itself was fine but the complex may have some minor repairs. The
  guest contacted us again on Sep. 30th stating that there was
  drilling happening above her. Our team reached out to the HOA to get more
  information about the construction happening. We received a response from the
  HOA on Oct. 2nd and moved the guest to another property that day. No
  refunds will be issued. 

   

  Customer Answer

  Date: 10/03/2024

  
  
  

  [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:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 10/04/2024

  [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: 

  Good morning . I am doing so because I called Monday , Tuesday and Wednesday to report the issue. Not once and waited for a response . I  sent the company emails and videos of the problem we were facing . We were not able to access the room or leave the room at times due to construction and being hit with pieces of concrete, wires hanging down , paint being sprayed , open holes in the ceiling throughout the walkways . I stated this in the email that I sent to the company with pics as proof. I even told them on Monday that the building was not safe for children because we were being pelted with small pieces of concrete. 

   

  I had to call multiple days to get it resolved and we missed out on using the unit ( accessing it , using the deck to sit , even watching tv ) for those days. One day we had to leave the building all together and couldn’t return until 5pm when the construction ended because it was too dangerous and the room was shaking . 

  The elderly lady who returned on Wednesday for some of her things as we were leaving even told us her pictures were knocked off the wall and some items knocked over . That was the extent of the problem. 

   

  I had to pack up and move on Wednesday afternoon ( again that day we had to leave the entire area ) because of falling concrete) with my almost 70 year old mother and a child to another unit, which was a pain . I’m very grateful we moved , but we should have been moved prior to that or even when we arrived or when I reported my son was hit with pieces of concrete standing on the deck and my mom was sprayed on the porch . 

  The ceiling was shaking and things were falling . That whole side of the building and the next building over ( side of building ) was emptied except for us & I explained this to the rental company several times . Nobody else was left there . They stated they weren’t aware of the construction , but I called 3 days in a row and sent videos and pictures . Someone had to be aware for nobody else to be left on the whole side of the building . Most rooms didn’t even have railings on the deck and the units were emptied. 

   

  Not one mention of the construction prior to the trip and no signs were posted warning of construction annywhere in/ on the building . I also informed them of that in case other guests were coming there . 

  We didn’t know until we were woken up at 7:45 pm Monday morning by the building shaking . It was very scary . 

  The other units were cleared.  If we had been moved prior to getting there or even when I first called and reported , I would accept the response . I waited years for this vacation and paid over $1,000 and we could not access or use what we paid for so even a small compensation would be nice of them for the inconvenience of this and not either coming to see the construction or moving us immediately. 

  I couldn’t even find a manager on site to speak to . 

  I tried to resolve the issue without reporting it to bbb or posting issues online for 3 days. I was very polite when I called and I tried explaining the issues and asking for help . I kept being told a manager would call and assist with the issues or move for 3 days straight . Nothing . 

  We didn’t get assistance until I reported it to bbb and we were left there in a construction zone .  

  I can be reached at ************. 

  Regards,

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

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair 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.

  Rented a condo (pelican view) at *********** in ********* for 8/22-8/26. When we arrived there was no internet service therefore no tv. We called Ryson and were told someone would be out on Friday. We called on Friday to confirm that someone would be out. No one had showed up by 4 so we called again and were told they would be out. No one showed up so we called again Saturday morning. Made a total of 10 phone calls and only received one call back. Each time we called we were told something different. Last call on Saturday afternoon we were told this wouldnt be resolved during our stay. They were going to speak to the owners about compensating us for the inconvenience. Still waiting to hear back (2 weeks later). We spent over $100 buying a hot spot box and time so we could at least have internet for a day. Dealing with this was not how we planned to spend our vacation.

• Initial Complaint

  Date:07/23/2024

  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.

  On July 12, I received an email from ***** which stated that I would be getting a credit for overcharge that I have been trying to get for the last several months was charged twice $500 for cleaning. She informed me that I would be receiving 740 back as a mistake 10 days later, I still have not received that credit on July 17 at 11 AM I ask for a meeting with the management team ******* ***** and the office worker joined. I went over my concerns in an email prior to the meeting. With things that I would like to discuss first topic was how do you have a company that does not have to produce an itemized statement showing what the rental unit is producing I was told I would never see that I explained I felt we needed to hold each other accountable as the nightly rates were very cheap, but also questioned what they were charging for cleaning and pet fees to make the nightly rate so cheap once **** told me I would never receive that. He said we need to part ways after he hung up the phone. I stayed in the office to talk to the ladies ****** asked me if I would accommodate some of the guest for the next couple weeks because of it being so busy. It was hard to move them. Of course I was willing to help we agreed upon the dates she emailed those to me and copied everyone couple days later I received an email from **** stating that ****** had made a mistake in agreeing he has extended the dates even though he canceled the contract by saying we need to partways and I can’t get an itemized statement. If I don’t honor these dates, I would be charged a fee of 1500 for canceling, the contract which I didn’t he did and hung up. I never went over the other three issues that I had. I don’t know the amount that I have paid this company. I have attached all documents that I have. I never received an itemized statement so I can’t answer your question exactly what I paid the business

• Initial Complaint

  Date:07/19/2024

  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 booked a condo unit at The **** on Galveston Island for 7/2/2024 through 7/12/2024. I was unable to stay in the unit, however, from 7/8 through 7/12 because of the power outage associated with Hurricane *****. I have requested a refund for those four nights from Ryson Vacation with no response.

  Business Response

  Date: 07/19/2024

  Would you be able to send me your contact information directly at *************************************** and I will personally get this addressed and handled for you promptly. 

  Thank you, 

  Customer Answer

  Date: 07/25/2024

  I have resubmitted my information twice to Ryson Vacation Rentals - per their request - but have still not received a response.

• Initial Complaint

  Date:06/25/2024

  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.

  ***** Vacation Rentals (further addressed as "*****") was not able to honor our (Client, ***** ********, further know as "Client") vacation rental reservation on June 20 2024 through June 23 2024 due to the cleaning and maintenance crews unable to service the home for rent. ***** was unable to honor the reservation, thus a breach in contract by ***** to Client. Client asked to receive a refund due to ***** being unable to fulfill the contract. Client was told by ******* (with ***** Homes) that such a refund is not at all possible. Client realizes that as a business owner, a small fee for loss of reservation is expected and reasonable for Client to absorb. But the total loss of $3,981.73 for the reservation is not fare to Client. Especially with agreements that are presented from ***** that are void of any and all reasonable responsibility and liability on ***** Homes part to customers, and that take advantage of travelers. As you can tell this has been a nightmare of an **********. Client does not expect something for nothing. But does expect people and companies that Client does business with to be fair and reasonable, as we are sure the city of Galveston and its Mayor would agree. Client desires a refund for the unfulfilled vacation rental agreement by *****, (***** - *********** - An ********** **********, ******* Reservation Confirmation: 1057769, ******* itinerary: **************) ******* also agreed with Client that such refund would be expected and due to Client under these conditions. ******* has tried to reach ***** Rentals and hopes for resolution and refund to Client, but ***** refused reimbursement to Client