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Bernard's Vacation Rentals

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Bernard's Vacation Rentals Reviews (6)

Refund check was mailed Monday, August 3.

I have not...

recieved the deposit back yet. It should take 2 days by mail.I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me and consider this complaint resolved.
Regards,
[redacted]

We are sorry that this has not been returned to [redacted], and I will call our book keeper this morning. She was on vacation, and I broke my leg, so we have been sorta out of sorts for a couple of weeks.  We have never kept anyone's deposit when they cancel because things happen.

Review: We recently rented a villa home at [redacted] Moneta, VA [redacted]. The home had many issues including an ant infestation, broken dryer, broken closet doors that fell on a guest, broken toilet seat, and overall the house was dirty when we checked in. We were unable to use the dryer which didn’t work all week. We were also not able to use several sections of the house including part of the kitchen, dining area, and front hallway due to an ant infestation. The house was dirty when we arrived and we ended up vacuuming and cleaning ourselves on the first day. The cleaning manager showed up a few hours after we checked in to evaluate the house and apologized for not being able to inspect prior to us checking in. To make matters worse; the dryer didn’t work, 2 closet doors were off their hinges and fell down when opening, the upstairs toilet seat was broken, and we had an ant problem the entire week. The rental agent [redacted] knew about the ants and actually handed us a bottle of ant spray when checking in!? We were not happy about the ants or having to spray since we had an 8 month old baby crawling around. We had maintenance out to fix the other issues but were told the house was 30 years old so the dryer vent was clogged and couldn’t be fixed. The only thing he repaired was the toilet seat. When opening the broken closet door my brother was holding a glass of red wine which unfortunately spilled on the carpet as he put his arms up to catch the door from falling on himself and my mother in law. There was actually another stain already in the same area. We called the rental agent [redacted] the next day to inform her of the situation and also showed [redacted] in maintenance the door and wine stain. He already knew the doors were broken and had been waiting to get them repaired? The house we rented was very dated with old furniture that had lots of wear and tear and stains prior to us arriving. To make matters worse, the resort held our $300 security deposit claiming we left the unit messy? They even made the comment it was the messiest house in history which is a ridiculous claim, and insulting after all the issues we had. We cleaned up appropriately, took away all trash, and washed and put away all dishes prior to leaving. The rental agent [redacted] never told us about withholding the deposit and hung up on my wife when questioned about the reasoning. We’ve tried calling back but she will not take or return our calls.Desired Settlement: We are demanding a complete refund of our $300 security deposit as their claim we left the house messy is absolutely false. Due to not being able to wash clothes and use the dryer and utilize parts of the house due to an ant infestation we are demanding half our weekly rate of $2,950 to be refunded. We are expecting a total refund of $1,625.

Business

Response:

First of all, we inspect our homes not once but three times before a guest arrives. The home was not "dirty" as the [redacted] claim. If it was why did they not complain immediately? If the home was so bad as they claim, why not immediately ask for their money back upon arrival? No that is not the case as all, they trashed this house and are mad about losing a $300 damage deposit due to excessive cleaning. They left the home is worse condition than any other guests that we have every had at Bernard's Landing. They told me they spilled wine on the floor, it was not wine. It was feces. It smell was disgusting. I only have a few hours to spend on getting a home ready again, and had to call in a carpet cleaner on a Saturday. They broke the closet doors, it is interesting to say the doors fell on them. I should sue them for new carpet because the stains did not come out. And we have just had the carpets cleaned before they arrived. I have 8 people that work with me, if you would like to talk to any of them about the condition of this home prior to the [redacted] arrival, and their departure, let me know. [redacted]

Business

Response:

Regarding the [redacted] Family: I met the family when they arrived, and get them into their vacation home. She never said anything about anything being dirty. We have had several units treated for ants recently and the exterminator told me to tell folks not to leave open food on the decks and on the counters. If any ants came back, they would come back and treat again, but it probably would not be immediate. So I bought a can of any spray, and told Mrs. [redacted] that if she saw any ants, to call me, and use the spray, and I would have the exterminators come back. She NEVER called my about ants. The ONLY time she called me was to tell me that someone had fallen into the closet doors on the lower level, and the doors were broken, and someone had spilled some wine. She NEVER said anything about the dryer not working. I sent [redacted] over to repair the doors, and he said he did not have a discussion with her about the dryer. If she asked him anything about the dryer, he does not remember it. As part of the contract that we have with guests is that we require a damage deposit. Since I have been in business, I have only used 3 damage deposits, Once for broken blinds, once for a broken bed and excessive cleaning, and the Abbitt's because of the mess they left on the carpet. I would call that excessive cleaning. They were outraged I guess because I had to use the damage deposit to clean up after them. When they left the unit, the couple that does our laundry went in before I did. I was in another Townhouse. They came to find me and told me about the smell and mess in the lower level left by the [redacted]. I called the carpet cleaner, and then I called the 2 doctors from Va. Beach that were scheduled to come in at 3pm, and asked to delay their arrival if possible because of the mess we had to deal with. They said fine. They were returning to this townhouse after staying in last year and loving it.We went to work in there, and you could still smell it, but we did the best we could do with it. When the Doctors arrived around 6pm, it was a little better, I told them what had happened. The lesson here if that anyone reading this every rents a vacation home, and upon arrival, if you find something wrong, you need to report it to your rental agent right away. You cannot stay in a home all week, then claim something was wrong with it. And if you trash a home like this family did, chances are your damage deposit will be used to fix the situation. I am attaching a copy of our contract with the [redacted].

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As discussed with the rental company via phone and email, the doors fell off upon opening. NO ONE fell into the doors. My mother-in-law opened one of the closet doors which immediately fell off its tracks and almost onto the floor. She asked for help at which point myself and my brother came to assist. My brother was holding a glass of wine while opening the 2nd closet door which also immediately fell off its tracks. Unfortunately, my brother spilled his wine on the floor as he caught the door and prevented it from falling on him. The doors were obviously broken prior to our arrival. The wine stain was due to the broken doors and not caused by negligence on our part. We notified the rental agent after the event occurred so I am very confused as to why we were charged for the carpet cleaning. I am not sure about the reference to a bad smell. There were other stains on the floor prior to our arrival so any odors were due to those stains, not the wine stain. The rental company is very lucky neither closet door fell on anyone, especially one of my children. The unit we rented is over 30 years old so we certainly didn't expect it to be in new condition. It wasn't too dirty upon arrival but we did end up vacuuming and cleaning the floors again as we found dirt and other small debris in the corners and under the kitchen table. We had a baby crawling around so needed to keep the floors clean. I am ok with the issues we had such as ants, cleaning ourselves, broken closet doors, broken toilet seat, and the dryer not working properly. I am not ok with the rental company keeping my damage deposit. We caused no damage to the property other than the wine stain which was due to the broken closet door falling on my brother. We cleaned up and left the property in good condition. While only a very small amount of money, I want my damage deposit refunded in full based on principle. We were NOT responsible for the broken closet doors which caused the wine stain. Regards,[redacted]

Review: April 24, 2015

$200 deposit mailed and cashed (check #[redacted])

$200 payment mailed #[redacted] (not cashed)

Reservation canceled on July 8. (within 21 day cancellation policy)

I received email indicating that the deposit would be returned via mail.

I have not received deposit back.

I have left phone messages and emails, both un-returned.Desired Settlement: $200 deposit returned.

return of check $200 (check #[redacted])- 1st payment, not cashed to date

Business

Response:

We are sorry that this has not been returned to [redacted], and I will call our book keeper this morning. She was on vacation, and I broke my leg, so we have been sorta out of sorts for a couple of weeks. We have never kept anyone's deposit when they cancel because things happen.

Consumer

Response:

I have not recieved the deposit back yet. It should take 2 days by mail.I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

Refund check was mailed Monday, August 3.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me and consider this complaint resolved.

Regards,

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Description: VACATION RENTALS

Address: 55 Woodbridge Circle, Moneta, Virginia, United States, 24121

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