ComplaintsforiTrip Vacations Portland

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a house from iTrip after our house was destroyed by the storms of January 2024. We stayed from Jan 31st to Mar 1st. We were informed on the move-in day that the house was infested with bugs. Our insurance company found the rental, so we didn't have much choice but to stay here and iTrip assured us they would help. I expected that meant immediately. After four days of not hearing anything from them, we just stayed on top of cleaning (capturing up to 200 bugs in one day). After THREE WEEKS into a month-long rental, they sent an exterminator who only made the problem worse by using chemicals which just left us with a bunch of dead bugs. We made it through the rest of the rental, but to add insult to injury, they withheld part of our security deposit for damage that was done to the outside of the garage. The garage in on the side of a very narrow, poorly maintained street and we noticed many people using the driveway to turn around. Though we did not cause the damage, and we do not believe we should have to pay for it, they basically just said, It's coming from your insurance anyway. Have them contact us! When we asked for supporting documents of the damage, they refused to supply anything more than the invoice for a company and a small, photo of a crack but no other reference. They have ABSOLUTELY no evidence that this damage was caused by us and it is our belief that the crack was there prior to our move-in. We believe that this is "normal wear and tear" caused by a garage that is located on a narrow street and not protected from people turning around. They are using our money to fix pre-exisiting damage to the house. Because of the bug infestation, we were unable to use large portions of the house (not least of which is the deck which was a major selling point) so we asked for a refund of a portion of our rent.

  Business response

  04/19/2024

  As part of any rental process, a thorough inspection of the property is completed prior to move-in. It is the responsibility of the tenant to perform their own inspection as well, and notate any item that is a potential issue during the initiation of the reservation. During the prior inspection, the damage to the garage was not noted. A formal inspection of the property was completed immediately after move out as well, where the damage was identified. The area where the damage was located is not in a public area, it is on private property. Additionally, the damage was not normal wear and tear - it was clear that a vehicle caused this damage. Regarding pest control, we are at the mercy of the pest expert when it comes to servicing timelines. We made every attempt to ensure this was addressed.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My friends and rented an AirBnb through iTrips (iTrip VacationsNorthwest,*************************************************************, ********************************* Address is: ******************************************************* OR *****. When my friends arrived Friday the 27th at 4pm the neighbor who lives in a converted garage came over and told them they were being too loud when they were just talking inside. My friend called the property mgmt company who told them to "ignore the neighbor". My friend who rented the house proceeded to receive several phone calls from iTrips throughout the evening complaining about our noise even when we were not at the property. We never used more than a small portable speaker and were very conscious of being quiet. Furthermore, we stepped outside the house and test the noise from the lawn and it was never audible. On Saturday the same events occurred where my friend received several noise complaints from iTrips even when we were gone. Saturday night I was in the bedroom farthest from the neighbor with 3 of my friends and I saw a man smoking on the sidewalk right outside our window at about 2:10am. The blinds were closed the whole time. I looked back a few minutes later and his face was up against the glass looking in at us. Our other friends came home about 20 minutes later and said there was a car idling outside of the house. We went outside to look at the car and they finally drove off. I'm very disturbed by the Peeping *** because I had been changing in that room moments earlier.iTrips fined my friend $300 for noise and $200 for smoking when we never smoked inside the house and were not loud enough to hear from the sidewalk. They are saying they have a video of us inside the house which is obviously very disturbing and a major privacy violation. They will not provide the video or evidence of it but I am very concerned about my privacy and the peeping ***. I'm making this report so that this company cannot continue this scam if others are also harassed and violated by them.

  Business response

  11/14/2023

  First off, I do want to say that there are no recording devices in the property at all. We would never allow such a thing. The neighbor who lives on the property as well, was upset at both the noise levels as well as the smoke wafting into their place. When they went to go speak to you about this issue they obviously could see your drug paraphernalia and lighters on the table. Regardless of inside or outside this is a non-smoking property so even if you were smoking outside, the smoke was getting into the main house and the neighbors home which is not acceptable. There are quiet hours after 10:00 pm. This wasn't a quick blip of noise and all was fine. This was incessant noise over multiple hours and multiple complaints without quieting down. We have managed this property for years. This is the ********** we have had to issue. Calling this a 'scam' after hundreds of stays and thousands of guests have enjoyed the location is ludicrous. 

   

  Customer response

  11/17/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We stayed at a vacation rental hosted by itrip Vacations on 10/11-10/15. When we arrived we walked through the home, which was quite nice, aside from an air hockey table that had a huge dent on the top and an electrical cord that was cut in half. Since the dent had wear around it and the cord were in such bad condition, we didn't think twice about the condition being poor, it is a rental house used by a lot of folks after all. We were disappointed, but not enough to complain. Several days after we checked out I received an email from the host that we were being held responsible for that table! They charged me $900 and did not contact me to authorize the transaction before they ran my credit card. I was shocked! The 3 other families all noticed the damage as well, provided written testimony that we did not cause the damage, including my own testimony, that the damage was already there. The picture they provided even had wear marks around the dent (picture provided). We now believe that they didn't notice the damage with another guest and are trying to pin the damage on us to cover their own incompetence. This is not a trustworthy company. All future customers and vacation homeowners should be aware.

  Business response

  11/14/2023

  We really don't like charging guests and do it incredibly rarely. We undertand it was your 50th birthday party and you had a lot of friends there as you ad mentioned. There was quite a bit of party decorations, decorative stuff with kids writing, the hot tub was green with use and the filter was almost black. The hot tub is serviced after every stay. This is only to say we could tell there was heavy use in a birthday setting at the property.  Our cleaner who has nothing to lose in this, adamantly stated that this damage wasn't there. If she said she couldn't remember, or wasn't sure, no big deal, she wouldn't be in trouble as sometimes things are missed in the moment. We do know how important it is for amenities we offer like the air hockey table, hot tub, etc are all working when a guest arrives as if it didn't it would result in phone calls and poor reviews. I wish there was something more we could do here. Our only goal with the charge was to get the home back to the state we believe we gave it to you in. 

  Customer response

  11/15/2023

   
  Complaint: 20818677
  
  I am rejecting this response because:

  While the house was used for a small gathering of friends for a 50th birthday we did not cause the damage we are accused of and the entire group has testified that the damage  to the air hockey table was existing. We have one cleaners word against 9 professional adults.  Their reluctance to take responsibility that a previous party damaged the air hockey table and attempting to blame us is fraudulent and we have concluded at this point, a scam. Itrip is attempting to recover previous damage someone else committed by charging our party attempting to recoup money from their mistake!  If the cleaner is responsible for taking inventory of the state of the home after guests leave, then a mistake was made and they do have consequence if they have missed previous damage. This most definitely is a conflict of interest.  This is outright negligence on the part of Itrip and we do not accept this resolution. Itrip is a fraudulent company who is trying to charge tenants for damage we did not commit. All future parties should be aware of the company who is managing their rentals.   

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

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at an iTrip property from March *****th. Initially the property appeared moderately well maintained buy there was a tripping hazard in the bedroom that was covered by a rug. Additionally the hot tub was not cleaned prior to my arrival and gave me a very bad rash, which has been noted by several other guests in the booking reviews. The property manager was **** and dismissed my concern and did not refund the cleaning fee instead offered a discount for a ***********. Why would a guest return if they were exposed to bacteria in an unsanitary hot tub?? This property AND the management company seems to have some problems that need to be addressed.

  Business response

  04/06/2023

  Thank you for reaching out to us. Every one of our hot tubs is serviced by a professional service between each stay. The testing's before and after were completely normal. I am so sorry you ended up with a rash but for all our research and effort we can't find out where it was from. Guest from before and after haven't presented with any similar symptom.

   

  While I can't provide you a refund, I would be glad to help you with a substantial discount for a *********** at any of our properties. Please reference myself and this issue before booking at ******************************* and we'll help however we can.

   

  Warmest regards,

   

  iTrip Northweset

• Initial Complaint

  07/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a property through the **** application with iTrip Vacations Northwest. Our stay was for 3 nights beginning 5/20/21, checking out on 5/23/21. On the morning of 5/22, we lost water in the house. We called iTrip and spoke to ***** and he said he would look into it. Approximately two hours later, we had to curtail our vacation activities to go home and check the water with no luck and with no follow up from iTrip. We called iTrip and spoke to ***** again and he advised us to reset the circuit breakers in the house - still no water. Approximately two hours later we called again and spoke to ***** and he said we need to reset the circuit breaker in the pump house, requiring us to hike 50 yards into the ***** and climb down a ladder into the pump house pit. That actually worked, though only for about an hour per reset. We had to continually climb down into an unsafe pit. iTrip never initiated communication; I did. ***** promised an unsatisfactory $250 rebate which I've yet to see.

  Business response

  08/10/2021

  We have reached out numerous times. I have also responded on the threads in which they left reviews even though their statements are not factual. Please have this guest reach out to me directly. I am pretty easy to reach. 

   

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

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

   

  Customer response

  08/12/2021

   
  Complaint: 15625848
   
  I am rejecting this response because:

   

  I don't know what the response is. Are they refunding me 1/2 the amount I paid or not? Everything I entered in the claim IS factual. We had to hike 50 yards up into the ***** and climb down a rickety ladder into a dark pit to reset the water pump breaker every couple hours to get running water. Also, ***** NEVER initiated communications. It was always us calling him. Check the phone records - I'll provide mine if you want to see it. All of my calls and my wife's calls were outgoing.

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

  Business response

  08/19/2021

  As we stated before, we are offering a $250 refund for the water issue that took the one day to resolve. All I need is an address to mail the check.  Please feel free to reach out to me via the booking platform or email with that information.

*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. ↩