Complaints

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• Initial Complaint

  Date:04/07/2023

  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.

  March 15 2023 Paid ****** *********** was committed to providing a vacation rental property So I had accidentally canceled the reservation and contacted affordable large properties about it and told them not to cancel it and I was assured it was not gonna be canceled on 4/3/2023 I also tried calling and left 2 messages which they claim they didn't recieve The following day I recieved and email stating the out of the ****** I paid so far I will only be receiving **** cents back due to them canceling the reservation anyway tells me that they are not the ones in charge of the vrbo and vrbo is witholding my money other than the 150 cancelation fee. Attached are all call logs and messages related to this along with the original reservation I tried emailing the owner multiple times and never recieved and email back along with the 2 voice-mails I left they claim they never recieved and it's not there problem The reservation I'd number is *****

  Business Response

  Date: 04/07/2023

  When a guest makes a reservation with us, they are asked to sign a rental agreement and send a copy of their drivers license to secure the reservation.  The guest made the reservation on March 25th.  He then asked us to cancel it on April 5th.  When a guest signs our rental agreement, they acknowledge that we charge a $150 cancellation fee, hold the booking fee and security fee.  **************** signed the rental agreement the day he made the reservation.  We asked the guest if they would like to reinstate the reservation because he said that he did not want it cancelled and was told no.  So, we are within our legal right to keep the cancellation fees.  I apologize that he does not like this, but he signed our rental agreement that states the fees we will hold if the reservation is cancelled.  If you need his signed rental agreement, please let me know and I will send that to you.

   

  Best Regards,

   

  Affordable Large Properties

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19906389
  
  I am rejecting this response because:as u can see in multiple pictures I sent I was informed that it was not canceled and will not be canceled I also reached out to them to verify that it wasn't going to be canceled and was assured it would not be according to the messages I also tried to call to confirm which they claim I didn't but in the pictures I aslo provide call logs
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/17/2023

  This guest booked through a third-party booking service (VRBO). The guest says he accidentally clicked request to cancel on VRBO but did not mean to. He messaged us directly telling us what he had done, and he didn't mean to do it and that he did not want to cancel. At that time, it had not cancelled on our end or showed pending so that is what our representative told the guests. We told the guest he needed to call VRBO that day to get them to remove the pending cancelation request so that it did not cancel. From our understanding after talking to VRBO, the guests never did that, so the cancellation went through the next day. Once it did, it triggered to our system that the guests canceled their reservation, so the reservation then canceled on our side in our system. We held the appropriate cancellation fees per the guests signed rental agreement. The guest is upset that we canceled it but it was canceled by his request on VRBO. We spoke to the guests and offered to reinstate the reservation, but he said he has already booked elsewhere. We told him we would not be able to refund the cancellation fees because he signed the rental agreement agreeing to those fees.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19906389
  
  I am rejecting this response because: that is not at all true after talking u I called vrbo and vrbo told me it all had to be done through u they had nothing to do with it so they are lyeing to u also the cancelation fee is 150 not 218 like u said it was I have call records chowing that I called them multiple prior to this veing canceled and all the vrbo call logs are also involved in the pictures
  
  Sincerely,
  
  *************************