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:06/21/2025

  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.

  Booked a property May 19th 2025- paid in full via VRBO- 1 week prior to the event- we received a "message" that the reservation was canceled due to maintenance issue and a refund would be issued - i contacted VRBO who stated the trip was still valid and i would have to contact them- when calling- they admit on the phone the reservation was canceled and a refund was in process but could take several weeks. Their customer service was extremely rude and not forthcoming - I have recorded all calls with them and worried our funds will not be refunded. it has been difficult to secure another property for the same timeframe within the same budget. PREDATORY PRACTICES to say the least.

• Initial Complaint

  Date:05/16/2025

  Type:Facilities 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 stayed at a Vrbo property hosted by Avada Property Management. When we arrived, the cabin was FILTHY. And I do mean DISGUSTING. There was dog hair EVERYWHERE, "male human fluids" all over the couch, human hair and stains all over the sheets, the list goes on. The vacuum that they did have there was COMPLETELY full with dog hair. Disgusting. How is that clean? Their vent (like for the house's ventilation system) was completely clogged with dirt, mold, and dog hair coming out of it. The entire place actually smelled like dirt and mold, unsurprisingly. Also, the WiFi did not work, and since it was in the mountains, that meant no cell service. We had to drive a few miles away to call the host. When they finally answered after several repeated phone calls, they said they would send a "cleaning crew" and maintenance out 2-3 days from now. The cabin was completely unhabitable, and we are not picky people. The last thing we want to do after driving for 10 hours is deal with something like this. We didn't want to stay there another minute, it was so disgusting, let alone wait 2-3 days for it to be clean and have working internet/phone signal. We had children with us, and I couldn't even let them sit on the couch due to the "male fluids" (I hope you get what I am getting at here, it's a little profane for a Google review) that were all over it. Again, we really aren't picky people, but this cabin was so absolutely trashed and revoltingly dirty that we couldn't stay there. We explained how dirty the cabin was to the host, who finally agreed to a full refund if we left right away. We readily agreed, and were able to book a nice, clean hotel in town. I contacted the host the next morning for instructions on how to receive the refund. They informed me that they changed their mind, and refused to give us the refund. They still have not. I have everything in writing, and am happy to show that to anyone who wants to see it.

• Initial Complaint

  Date:02/29/2024

  Type:Product 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 rent multiple times a year through Airbnb. I’ve never had an issue. Before we booked this place, I reached out to the host to make sure this will be decorated for Christmas as we wanted a Christmas vibe. Only had a broken small tree. Wasted $300 on a deposit for Christmas photo I had planned around the tree that I had to cancel.
  
  I also specifically looked for a cabin WITH a hot tub. Was told to go mess with electrical panel,
  
  There is also a grill advertised. THE GRILL IS BROKEN. Wasted $300 in stakes.
  
  The water through the entire house would randomly shut off. Was told to mess with panel, then wait 30 minutes... in the middle of a shower?
  
  Shower knobs are loose and falling off.
  BUGS
  Black Mold
  Toilets and showers were clogged/ wouldn’t drain.
  Batteries in tv remotes were dead. Host told me to "go buy new ones."
  Electrical sockets weren’t working in a lot of the house. I was told to go flip the breakers.
  Pots and pans… Rusted, warped, broken.
  Trash all over the yard.
  The outside furniture is broken- Our little one fell through and hit his head pretty badly.
  
  The best part is, the host ignored me EVERY TIME I asked about a refund, as we were trying to find a hotel to take our babies somewhere safe for Christmas. Yet randomly TEXTS ME OUTSIDE OF THE VRBO PORTAL ON CHRISTMAS EVE an "eviction text," that we needed to leave the property IMMEDIATELY??? I mean, where were we supposed to go with 5 babies in the cold at 10 pm on Christmas Eve, 12 hours away from home. Apparently, he saw my grandma's 10 pound service dog on his "camera." Which is also creepy. He called me a liar and said he was charging me a $250 a day pet fee, and said it wasn't a service dog, because he didn't see a vest? Well first and foremost... were in our "home," not in public, why would the dog be wearing the service vest in the comfort of our home on Christmas Eve? Not to mention, it’s her emotional support dog. She never received a vest. INSANE!
  
  REFUND!!!!!!!!!!!!

  Business Response

  Date: 04/08/2024

  Dear *****, 
  I understand that you had several disappointments with your stay during Christmas vacation at our cabin, for that, we apologize as it's always our intention to provide a comfortable, enjoyable, and lovely stay for our guests. There is much dialogue between you and our company, but to focus on this BBB official complaint, I'll stick to responding to your formal complaints here.
  1. Wasted $300 on Christmas photos. This is not our responsibility, our cabin was decorated per industry standards which are quite less than holiday home decor. As we host a variety of cultures and faiths, we cannot go overboard for any one religious based holiday which would make other guests potentially uncomfortable.
  2. We always have guests trouble shoot issues with simple fixes like flipping a breaker panel. Because your hot tub was actually experiencing a heating issue, we refunding $690 on March 6th, 2024. I apologize for the delay; but it was processed for a lack of hot tub amenity during your stay.
  3. The grill needs a technician to unlock the chains. We could have sent someone out there. The steaks could be cooked inside on the stove top or oven rather than thrown up, although I'm not discrediting your disappointment.
  4. While an emotional support dog is certainly a treasured companion, it is not allowed by law to be in lodging which is not pet friendly. You stated twice that this is an emotional support dog, and while it serves a similar purpose, the laws around it are quite different. 
  Many of the issues you reported could have and should have been addressed during your stay which I wish we could have executed.
  Please note that we made an exception to  the no -pet rule to accommodate your emotional support animal, a violation that warranted an immediate eviction and a $250 policy, both of which we waived due to the other issues you had during your stay. 
  5. Things do wear out with short term rentals (pots and pans, loose knobs..) Unfortunately, often the way we hear of these issues are from our guests. We don't mean to aggravate you by asking for troubleshooting or help grabbing some batteries late at night - but these are often the quickest solutions to guest issues - however, I again wish that we could have sent out a technician to address them quickly.
  After reviewing the entire situation again, I am going to reassess the refund issued to you to accommodate the lack of amenities more generously. I'll be in touch on the VRBO thread within 24 hours of this notice. 
  I am responding to. your individual complaints, *****, but we truly are regretful over the fact that your vacation was a disappointment. We'll be in touch tomorrow. 
  
  

   

  Business Response

  Date: 04/09/2024

  Hello, 
  I apologize for the delay in responding to your message, This is the first time in hearing from BBB and I didn't realize the time sensitivity. 
  I had a chance to review this guest's complaints. Some of them are legitimate wear and tear and/or broken amenities that happen with short term rentals especially during a peak season. The issue isn't whether issues are going to happen, but how we as property managers respond to them.

  
  1.In this case the guest began communication with unrealistic expectations of what "Christmas decor" entails at a rental. As I mentioned to the guest, we host all kinds of religions and cultures during the holiday season, so we are in line with industry standards although she had imagined a more robust decor. She canceled her family photos which is her choice, but not our responsibility. This was the overall unreasonable logic of this guest. 

  
  2. She then had a legitimate concern that the propane tanks were empty. We could have sent a technician out to unlock the tanks, but again the guest was aggressive in her tone and automatically accused us of her throwing out $300 of steaks. While I understand the love of grilling, she did have a stove and an oven to prepare their meal and to blame us for another $300 is poor logic. I share these stories not to discredit her disappointments but to demonstrate that she was hasty, illogical, difficult to communicate with which heavily played into our inability to address her concerns as efficiently as we normally do (we have above a 4.8* rating for a reason.) 

  
  3. This guest is not honest. When it was discovered that she had a pet in our non-pet friendly home, she said it was her mom's emotional support dog (once in the VRBO thread and once in a review) and then said it was a service dog sandwiched between those comments. We always welcome service animals, but in this case, the guest admits twice that it is an emotional support dog and has no remorse about violating our house rules which  opened her up to a $250 find per day as well as an eviction for failure to remove the dog from our property. Since the guest lied about this issue, we also had a difficult time believing some of her other claims. She said that her reservation was $7000, but it was $5,825.50. I point these out to demonstrate that not all of her claims were accurate. 

  
  
  Out of an abundance of empathy to this guest, and to demonstrate to the BBB that we are outstanding business operators in our community, we have issued a total of  $930.40 in two installments of $690.00 on 3/6/24 and $240.40 on 04/08/24. 
  

  ****************************
  ****************************
  
  Sincerely. 
  Avada Property Management
  
  

   

  Customer Answer

  Date: 04/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  In response to your incorrect condescending response, please
  kindly see below:

  1. See attached screenshots of our conversation about the cabin being decorated prior to booking. If it was not, we would have chosen another cabin. You assured us it would be on TWO different occasions. There was ONE small Christmas tree in the corner behind the table that wasn’t even lit up, because the lights didn’t even work. You call that a decorated cabin? Pathetic! All of the other nearby cabins were more than decorated, which is what we were expecting, per your promise.
  

  2. No one EVER said you threw away our steaks? WE threw them away as the advertised grill DID NOT WORK, and NO we didn’t want to cook them on a rusted bent oven pan. When I mentioned it, you said to go get propane. However, propane was locked to the deck, but was full anyways. THE ACTUAL GRILL WAS BROKEN, and per your previous reviews you knew that. But clearly didn’t fix it as you stated you did in those review responses.

  
  3.My grandma DID bring her service/emotional support dog. You're insinuating there's a difference? If so, I'm unaware. I mean, I can ask for the dogs paperwork and badge to clarify the wording if needed, but I think that’s completely irrelevant. Also, per your camera search and as you mentioned when you threatened to kick us and the babies out at almost 11pm on Christmas eve, DOGS DON’T NEED A VEST IF THEYRE AT HOME. Do your research, before you “sandwich” in false accusations.

  
  As I noticed you didn’t respond to the black mold, bugs,
  broken furniture, trash in the yard, only two broken pots and pans in the house
  (not sure about you, but I don’t bring kitchen ware in my suitcase on
  vacation), BROKEN HOT TUB, the very first advertisement picture on VRBO, water
  shutting off in the middle of showers and dishes, etc. AND YOU TELLING ME TO
  MESS WITH THE ELECTICAL PANEL WHILE ON VACATION to fix these issues! INSANE!

  
  To clarify, you did NOT refund $690, VRBO did out of their “abundance
  of empathy” as they stated I should be refunded in full since the property management
  company is arrogant and a joke, but unfortunately they can only refund their
  portion.

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