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:08/27/2024

  Type:Order 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 and paid for a bnb rental 1 year ago through Hotels. Com. Drive ***** miles to the rental and were informed our rental was occupied by someone else. After 1 hour finally got a hold of someone who offered us 25% off at another property in the future. Since I was here for an ag fair drawing over ******* people I had to pay double for another hotel for a room much smaller. They further stated that I have to fight with Hotels. Com for a refund!!!!

  Business Response

  Date: 01/09/2025

  Hello BBB,
  
  I hope this message finds you well. I am writing to you on behalf of Vector Travel concerning the complaint filed by ****** ****, identified by complaint ID **************, which was submitted on August 27, 2024.

  
  Upon reviewing the situation, we found that *** **** made a reservation through ********** for a property listing managed by Vector Travel. Unfortunately, the property listing was deactivated from our portfolio, and we were unable to host any guests, resulting in the reservation being canceled. The listing was not occupied or given away to someone else. It was simply removed from Vector Travel's Management. 

  
  To address this matter, we took the necessary steps to ensure that *** **** received a full refund for the reservation he made. We contacted ********** immediately on *** ****** behalf and requested they process a full refund promptly to minimize any further inconvenience to *** ****.
  
  Additionally, as a gesture of goodwill and to acknowledge the frustration this situation may have caused, we offered *** **** a 25% discount on his next stay with us. We believe this compensation reflects our commitment to customer satisfaction and aims to restore his confidence in our services.
  
  Should you need any further information or assistance regarding this issue, please feel free to reach out.
  
  Thank you for your understanding and support.

  --

  Kind Regards,

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

  Operations Manager

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair 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.

  I ****ed the ********** **** location for two nights 04/21-04/23. I checked in at 8:45pm on 4/******** 408. There was some issues with accessing the property and room with my virtual key. I was finally able to gain access. From that point I thought everything was looking up. My partner and I got ready unpacked our bags and left for around 3 hours for dinner. Upon my return my key ********* app vanished. I was locked out. A gentleman existing the building allowed me to enter the property main door. I went to floor 4 and walked to my room 408. I could hear loud music and laughing going on in my room. Someone was in my room having a party. I called the customer service associate Res and explained that there was a massive problem. Res was confused as she said she spoke to the occupant of the room earlier in the night and assisted him with accessing my room. She stated that the caller confirmed and verified my information which was my name and email address. Im the mean time I knocked on the door and the occupant answered. He explained that he was ****ed for the same room. I asked if I could come in and grab all of my belongings. He allowed me access. We collected our belongings. All expect the contents in the bathroom. There was a second person in the bathroom and would not come out or allow us access. He himself collected my belongings and handed through the door. Im missing a brand new bottle cologne that I purchased earlier in the day which cost me $130. This is missing due to the person in the bathroom not handing it to me. After approximately 20 minutes home time from Res she got back on the line with me and explained that there was a mistake that took place. She explained when verifying my identity with the new occupant she asked yes or no questions and he answered yes his name was *************************** and yes his email was ************************** In that room they were partying and smoking weed. My clothes reek of weed now. This prompted Res to reset my key card and allow this person access to MY room. I refused to stay at this property tonight. Therefore at 1am I had to find another room at a different hotel property. I requested a full refund and request that Res **** me a different hotel room. She explained that she could not do that. She also explained that a manager was not on duty. This cost new hotel room cost me $500. So now due to this error Im out a new bottle of cologne costing $130 and the additional cost of the hotel of $500. I feel so violated. This needs to be rectified. 1) I need a full refund of my original ****ing. 2) I need compensation for my missing item of $130. 3) I need full compensation for the extra hotel ****ing that was unnecessary prior to Ress error in the amount of $500.