Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted] ***We have excerpted a portion of the response to the complaint [redacted] filed with VRBO as we believe it sums up our position Excerpt from VRBO response: We have been extremely upset by this woutraveler, and we are preparing her refund of $to be mailed out to her later this weekAs I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time period --- As you can see from our August email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $cancellation policy as stated in several places on our listingThe amount of her refund will be as we have confirmed to her on several occasions The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just receivedThe website error was caused, according to our VRBO contact, by checking the "day" payment box, which we were not told had anything to do with the percentage of the refundThis caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks agoWe were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guestsKindly phone or email me if we can provide further information on this matter Mahalo, [redacted] ***
From: BG Properties Hawaii ( [redacted] @gmail.com) Sent: Tuesday, August 19, 6:PM To: [redacted] Subject: Re: Hawaii's Revdex.com - Case # [redacted] Consumer: [redacted] Hi [redacted] - Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted] I have excerpted a portion of the response to the complaint [redacted] filed with VRBO as I believe it sums up our positionIn addition, please refer to the attached file which contains the correspondence with Sherry, and with VRBO where our vacation rental condo is advertisedPlease call or email us if you have any further questionsAs we have told Sherry, her refund is $1, Excerpt from VRBO response: We have been extremely upset by this woutraveler, and we are preparing her refund of $to be mailed out to her later this weekAs I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time periodI have attached the email trail so you can see that we did not ignore [redacted] As you can see from our August email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $cancellation policy as stated in several places on our listingThe amount of her refund will be as we have confirmed to her on several occasions The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just receivedThe website error was caused, according to our VRBO contact, by checking the "day" payment box, which we were not told had anything to do with the percentage of the refundThis caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks agoWe were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guestsKindly phone or email me if we can provide further information on this matter Mahalo, [redacted] ***, we appreciate your assistance with all of this, and we hope to maintain a good reputation with the Revdex.comPlease let us know if there is any additional information needed for us to close this inquiry Regards and Mahalo, [redacted]
Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted] ***We have excerpted a portion of the response to the complaint [redacted] filed with VRBO as we believe it sums up our position Excerpt from VRBO response: We have been extremely upset by this woutraveler, and we are preparing her refund of $to be mailed out to her later this weekAs I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time period --- As you can see from our August email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $cancellation policy as stated in several places on our listingThe amount of her refund will be as we have confirmed to her on several occasions The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just receivedThe website error was caused, according to our VRBO contact, by checking the "day" payment box, which we were not told had anything to do with the percentage of the refundThis caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks agoWe were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guestsKindly phone or email me if we can provide further information on this matter Mahalo, [redacted] ***
From: BG Properties Hawaii ( [redacted] @gmail.com) Sent: Tuesday, August 19, 6:PM To: [redacted] Subject: Re: Hawaii's Revdex.com - Case # [redacted] Consumer: [redacted] Hi [redacted] - Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted] I have excerpted a portion of the response to the complaint [redacted] filed with VRBO as I believe it sums up our positionIn addition, please refer to the attached file which contains the correspondence with Sherry, and with VRBO where our vacation rental condo is advertisedPlease call or email us if you have any further questionsAs we have told Sherry, her refund is $1, Excerpt from VRBO response: We have been extremely upset by this woutraveler, and we are preparing her refund of $to be mailed out to her later this weekAs I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time periodI have attached the email trail so you can see that we did not ignore [redacted] As you can see from our August email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $cancellation policy as stated in several places on our listingThe amount of her refund will be as we have confirmed to her on several occasions The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just receivedThe website error was caused, according to our VRBO contact, by checking the "day" payment box, which we were not told had anything to do with the percentage of the refundThis caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks agoWe were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guestsKindly phone or email me if we can provide further information on this matter Mahalo, [redacted] ***, we appreciate your assistance with all of this, and we hope to maintain a good reputation with the Revdex.comPlease let us know if there is any additional information needed for us to close this inquiry Regards and Mahalo, [redacted]