Blue Pacific Vacation Rentals

Complaint: [redacted] I am rejecting this response because: The company stated in writing that no manager is on site and no refunds will be given at allThey also stated they were sold out for the whole weekend So why would I contact a company with no management on site to rectify something that should have never been rentedIn regards to their remark about glitter and a sticky substance is ridiculousWe used a small amount of glitter for my daughters birthdayNever had a sticky substance in our possession and I can guarantee this substance complaint is the black mold that’s has been growing in that unitThe amount of glitter used was very minimal and the company never stated anything about this when I contacted themThey admitted the unit was not cleanI have actual photos of this inexcusable pass as a clean rentable room at the extravagant fee they chargedI paid to stay in a black mold unit that should have not been rented to the publicI am a business owner and I value the State of Oregon’s Health agency for safety and SanitationThey have gotten away with this and it is a Health HazardThe State needs to go do a drop in inspection to protect the publicI certainly would not take their word for anything Sincerely, [redacted]

Dear Ms [redacted] , We have several hundred stays per year and maintain 5-Star high reviews from our guests, with returning guests staying year-after-yearWe offer our guests clean, quality, privately-owned units with beautiful interiors and stunning coastal oceanfront viewsOur staff is available to guests hours a day, each day of the week to ensure excellent customer serviceYour feedback was received and thoroughly investigated, as we do with any question, concern, or complaint we receiveWe view all feedback serious and significantOur most recent reviews of your unit Oceanside Escape: [redacted] It is our goal before, during, and after your stay that the entire process is easy, convenient, and enjoyable working with our staffWe hope our guests find any time spent with our staff and in our units pleasurableWhen our guests are encountering any issues or questions before arrival, we also seek to be of immediate assistance prior to their stayOur reservations require a full payment prior to your arrivalWhen you were unable to charge the full payment amount to your own credit card, we made allowances to assist youFor your convenience, while we typically do not do so, we allowed a partial payment distributed between two methods of payment between your credit card and your daughter’s, to ensure you would be able to visit us We provide our rental contract prior to your stay for full review and all guests must read and sign prior to their stays, offering their consent to each point listed within the agreementYour signed contract instructs you to contact Blue Pacific Vacation Rentals should you encounter issues during your stay for immediate attentionYou arrived and stayed in the property for the dates of your reservation, and chose not to adhere to your contract, and contact our 24-hour response teamAs to your statement of not having a manager on-site, this does not mean we did not offer you 24-hour supportWe provide an emergency phone number for all hours to our guests, which we also provided to you for your use We understand you may have felt your stay was disrupted by your termed “mold” in the unitWe have inspected this unit completelyWe have addressed that the dust in the window tracks and screens is a buildup of the wet sands we find regularly from open windows and doors during our guests’ staysWhile we acknowledged further dusting be completed of the tracked sands, this unit is located with direct access to a sandy beachSands are expected to be tracked into the unitWe thoroughly clean our units after every guest’s stayThe unit was not uninhabitable and was not uncleanIngratiatingly, we offered the refund of your reservation cleaning fee as a courtesyThis was not in agreement to your submitted claims As per the terms of the rental contract you accepted upon booking your reservation, under the Property Conditions: “If there is a malfunction, or if Guest has any other issues with the property, Guest must report the issue to BPVR immediately by phone or via emailBPVR shall be allowed a reasonable amount of time to restore property to an acceptable condition, from BPVR, to the Guest.” In reading our contract fully and signing, we properly notified you to contact us should any issues arise during your stayThere was ample opportunity to do so during your stay, enabling us to act on your behalfYour signed contract specifically states, "Any issues presented after check-out cannot be remedied and are not cause for compensation, from BPVR, to the Guest.” In choosing not to contact our team to rectify the situation during your stay, you had already agreed no compensation would be offered Per your signed contract, “Guest authorizes BPVR to charge Guest’s credit card for excessive cleaning (examples of which include excessive trash removal, excessive laundering, upholstery or carpet cleaning) and all other damages beyond wear and tear as determined by BPVRGuest agrees to and understands the aforementioned charges will occur after departure from the rental property (delayed or amended charges) and hereby authorizes these charges as determined by BPVR.” Also noted, “Guest(s) shall leave premises in clean, undamaged conditionUpon your departure, you will be expected to take out the garbage, run the dishwasher, and follow the check-out guidelines posted in the property and included in the cheinformationThe property should be in a reasonably clean condition, similar to the way you found itThe cleaning fee covers laundry, sanitization, and cleaning associated with ‘normal’ use”With regards to the additional glitter and residue, we also found the dishes were unclean and the garbage disposal was clogged with extra cleaning required from our cleaning staff after your departureWhile we had opportunity to charge your reservation additional fees for supplementary cleaning, we did not do so We have strict “Quiet Hours” enforced on the property and written in your contractPlease note, “This reservation is for quiet residential vacation accommodations onlyUse of premises shall not be such as to disturb or offend neighbors or other residentsBPVR has the right to terminate this Contract and ask disruptive Guest(s) to vacate the premises without refunding rent or deposits.” We received feedback from the guests next door to you after they departed regarding noise disturbances from you and your guestsHad we been notified prior to their departure and not as feedback, we would have been in contact with you regarding a breach of contract We understand you may feel your stay did not meet your criterion and should you choose to stay in the future, our goal as always is the best experience possibleWe thank you for the constructive evaluation and have taken it into full considerationThe above addresses each of your submitted statementsWe have already refunded the cleaning fee to you, again, as a courtesyThere will be no additional compensation as request for any further reimbursement would be null and void per your signed contract Blue Pacific Vacation Rentals

Complaint: [redacted]
I am rejecting this response because:your added complaints towards our stay are unvalid. Dishes were done, garbage disposal was in working order, as stated earlier glitter was from a card and we cleaned all that up. Pretty pathetic for a company as yours to find fault in the customer instead of taking responsibility for your poor service. Did you replace the Moldy Blinds in this unit to protect the public??? If not , you should be fined. I have pictures of your Moldy Blinds and Moldy Hot Tub for the public to view. I will post these daily on your reviews for public to see what they are paying for. You have proven to be a slum lord company. Take responsibility or stop ripping people off. I will post this all over social media and your site to warn the public. Clean your MOLDY UNIT. Protect the public!!!
Sincerely,
[redacted]

Dear Ms. [redacted], We have several hundred stays per year and maintain 5-Star high reviews from our guests, with returning guests staying year-after-year. We offer our guests clean, quality, privately-owned units with beautiful interiors and stunning coastal oceanfront views. Our staff is available to guests 24 hours a day, each day of the week to ensure excellent customer service. Your feedback was received and thoroughly investigated, as we do with any question, concern, or complaint we receive. We view all feedback serious and significant. Our most recent reviews of your unit Oceanside Escape: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   It is our goal before, during, and after your stay that the entire process is easy, convenient, and enjoyable working with our staff. We hope our guests find any time spent with our staff and in our units pleasurable. When our guests are encountering any issues or questions before arrival, we also seek to be of immediate assistance prior to their stay. Our reservations require a full payment prior to your arrival. When you were unable to charge the full payment amount to your own credit card, we made allowances to assist you. For your convenience, while we typically do not do so, we allowed a partial payment distributed between two methods of payment between your credit card and your daughter’s, to ensure you would be able to visit us.   We provide our rental contract prior to your stay for full review and all guests must read and sign prior to their stays, offering their consent to each point listed within the agreement. Your signed contract instructs you to contact Blue Pacific Vacation Rentals should you encounter issues during your stay for immediate attention. You arrived and stayed in the property for the dates of your reservation, and chose not to adhere to your contract, and contact our 24-hour response team. As to your statement of not having a manager on-site, this does not mean we did not offer you 24-hour support. We provide an emergency phone number for all hours to our guests, which we also provided to you for your use.   We understand you may have felt your stay was disrupted by your termed “mold” in the unit. We have inspected this unit completely. We have addressed that the dust in the window tracks and screens is a buildup of the wet sands we find regularly from open windows and doors during our guests’ stays. While we acknowledged further dusting be completed of the tracked sands, this unit is located with direct access to a sandy beach. Sands are expected to be tracked into the unit. We thoroughly clean our units after every guest’s stay. The unit was not uninhabitable and was not unclean. Ingratiatingly, we offered the refund of your reservation cleaning fee as a courtesy. This was not in agreement to your submitted claims.   As per the terms of the rental contract you accepted upon booking your reservation, under the Property Conditions: “If there is a malfunction, or if Guest has any other issues with the property, Guest must report the issue to BPVR immediately by phone or via email. BPVR shall be allowed a reasonable amount of time to restore property to an acceptable condition, from BPVR, to the Guest.” In reading our contract fully and signing, we properly notified you to contact us should any issues arise during your stay. There was ample opportunity to do so during your stay, enabling us to act on your behalf. Your signed contract specifically states, "Any issues presented after check-out cannot be remedied and are not cause for compensation, from BPVR, to the Guest.” In choosing not to contact our team to rectify the situation during your stay, you had already agreed no compensation would be offered.   Per your signed contract, “Guest authorizes BPVR to charge Guest’s credit card for… excessive cleaning (examples of which include excessive trash removal, excessive laundering, upholstery or carpet cleaning) and all other damages beyond normal wear and tear as determined by BPVR. Guest agrees to and understands the aforementioned charges will occur after departure from the rental property (delayed or amended charges) and hereby authorizes these charges as determined by BPVR.” Also noted, “Guest(s) shall leave premises in clean, undamaged condition. Upon your departure, you will be expected to take out the garbage, run the dishwasher, and follow the check-out guidelines posted in the property and included in the check-in information. The property should be in a reasonably clean condition, similar to the way you found it. The cleaning fee covers laundry, sanitization, and cleaning associated with ‘normal’ use”. With regards to the additional glitter and residue, we also found the dishes were unclean and the garbage disposal was clogged with extra cleaning required from our cleaning staff after your departure. While we had opportunity to charge your reservation additional fees for supplementary cleaning, we did not do so.   We have strict “Quiet Hours” enforced on the property and written in your contract. Please note, “This reservation is for quiet residential vacation accommodations only. Use of premises shall not be such as to disturb or offend neighbors or other residents. BPVR has the right to terminate this Contract and ask disruptive Guest(s) to vacate the premises without refunding rent or deposits.” We received feedback from the guests next door to you after they departed regarding noise disturbances from you and your guests. Had we been notified prior to their departure and not as feedback, we would have been in contact with you regarding a breach of contract.   We understand you may feel your stay did not meet your criterion and should you choose to stay in the future, our goal as always is the best experience possible. We thank you for the constructive evaluation and have taken it into full consideration. The above addresses each of your submitted statements. We have already refunded the cleaning fee to you, again, as a courtesy. There will be no additional compensation as request for any further reimbursement would be null and void per your signed contract.   Blue Pacific Vacation Rentals

To Whom it May Concern: This transaction with [redacted] is very straight forward and he was aware (as acknowledged in his recent emails to us) of our cancellation policies.  Mr. [redacted] is simply attempting to file complaints against our company (and Vacasa Rentals as stated in his email...

to us) as an attempt to threaten our good reputation so as to get around our policies.  He addresses his knowledge of our policies directly in his emails, to us which we have included.    Mr. [redacted] made an online booking in one of our properties in Lincoln City (Pacific Rim Retreat) on January 6, 2017.  He was made aware of our policies for cancellation (45 days prior full to arrival no refund) and acknowledged those policies when he made his online booking, and was also offered trip cancellation insurance to protect him in event of needing to cancel – he declined to purchase the insurance. Mr. [redacted] gave us written notice of cancellation via email and was aware he was beyond the cancellation deadline and asked us to attempt to re-book the property. He offered that we could discount the reservation or do what we needed to get re-booked.  We were able to re-book the property at the full rate on his behalf, and per our policy he will be refunded his rent minus the 15% service charge.  This is all addressed in the emails.  While I understand his frustration at having to cancel, he lives in Japan and knew our policies (which are very standard in the industry) and declined the trip insurance.  We were able to get him most of his money back as a courtesy.  We have done all we can and are willing to do in this case and feel we did everything we said we would do to help the guest in this situation.   Please feel free to contact me with any other questions.   Cancellation and Refund Policy:  Blue Pacific Vacation Rentals (BPVR) has a 45 day cancellation deadline for this reservation.  All cancellations must be in writing.  Guests who cancel more than 45 days prior to the arrival date will be issued a refund of all monies paid less a $50 cancellation fee.  Guests who cancel less than 45 days prior to the arrival date are responsible for the full payment of the reservation.  However, BPVR will make a reasonable effort to re-book the property for the dates of the reservation.  In the event BPVR is able to re-book the property for any or all of the dates of the reservation, Guest will be credited back the monies equal to the rent for the number of nights re-booked less a 15% cancellation fee.  BPVR is not able to give refunds or make changes to the reservation due to weather related issues, acts of God (i.e. snow, wind, rain, power outages), medical emergencies, illness, death, or any other causes beyond their control.  BPVR is also not able to offer refunds for early departures.  If you have concerns about a cancellation, BPVR strongly suggests you consider the travel insurance option provided.

Please see the following emails we sent to our guest in order to resolve her submitted issues. The guest was responded to promptly and all concerns were directly addressed. While it was not necessary to refund any part of the guest's stay, as a courtesy we chose to refund her cleaning fee. ...

---   Upon the [redacted]'s departure, our cleaners submitted notations regarding a film left by these guests throughout the restroom that required a deep clean to remove. Additionally, the unit was covered in some sort of sticky residue with glitter that took additional cleaning to remove and was trailed throughout the property. We also received complaints from the next door unit regarding excessive noise and disruptions from [redacted]'s unit.: EMAIL 1:Hello [redacted],We do value your health concerns and we would have acted on your behalf to come view and walk through the property with you to address any concerns, had we been properly notified. Your party chose to stay for the full length of your reservation while stating the unit was uninhabitable, without calling or emailing our office during our office hours (7 days a week) or taking advantage of our provided guest emergency solutions team. As per the terms of the rental contract you accepted upon booking your reservation, under the Property Conditions: “If there is a malfunction, or if Guest has any other issues with the property, Guest must report the issue to BPVR immediately by phone or via email. BPVR shall be allowed a reasonable amount of time to restore property to an acceptable condition, from BPVR, to the Guest.” Please also note, the contract specificially states, "Any issues presented after check-out cannot be remedied and are not cause for compensation, from BPVR, to the Guest. ”We were not notified during your stay of your submitted issues, in order to address them for you at the appropriate time. After personally inspecting the property after your departure I saw no basis for your emailed issues. We also recently received a guest's posted AirBnB review that departed just prior to your arrival, Oceanside Escape is a "...perfect little get away condo on the beach. We spent 6 days on our honeymoon there.The pull down bed was nice to listen to the ocean overnight. Clean, stylish, maintained like a hotel suite. Everything worked perfectly. We would definitely stay again!” The mold you refer to is a buildup of the wet sands that have blown into windows, blinds, door tracks and screens  It was noted the home was in need of a more thorough dusting, which has already been addressed in the property. As a courtesy, we refunded the cleaning fee to you.We understand you are requesting a complete refund of your reservation. As we were not notified at any time during your stay to rectify your concerns, per your rental agreement, there will be no further reimbursement. Sincerely,Whitney M[redacted]Blue Pacific Vacation Rentals[redacted] Office[redacted] EMAIL 2: Hi [redacted], We have received your email with your feedback on your stay.  It is always our goal for our guests to enjoy their stay in our beautiful properties and the surrounding coastal scenery. We seek to address any issues our guests may encounter during their stays immediately. However, without being notified with concerns prior to your departure, we are unable to rectify the situation to avoid further inconvenience, per our rental agreement. For future stays, any time you have an issue including cleaning, please give our office a call for issues as soon as they arise. We also have an emergency contact number provided to all current guests that may be used at all hours. We are available 7 days a week to address any situations immediately, to the best of our ability. To ensure the enjoyment of your stay, we do have team members in our properties prior to guests and after departure, which was the case in your rental and someone from our staff was there shortly after your departure. We certainly apologize for any inconvenience experienced during your stay and forwarded your feedback to our Management Team. Upon completing a review of your submitted issues and detailed walk-through of the unit, it is apparent there needs to be a thorough deep dusting of the property and that will be addressed right away. Because of this we will be refunding your cleaning fee.  Unfortunately, the laundry room is controlled and maintained by the homeowners association but we have notified them of the burned out bulb.  We will get that cleaning fee credited to your card on file right away. Warm Regards,Whitney M[redacted]Blue Pacific Vacation Rentals[redacted] Office[redacted]

Complaint: [redacted]
I am rejecting this response because: The company stated in writing that no manager is on site and no refunds will be given at all. They also stated they were sold out for the whole weekend  So why would I contact a company with no management on site to rectify something that should have never been rented. In regards to their remark about glitter and a sticky substance is ridiculous. We used a small amount of glitter for my daughters birthday. Never had a sticky substance in our possession and I can guarantee this substance complaint is the black mold that’s has been growing in that unit. The amount of glitter used was very minimal and the company never stated anything about this when I contacted them. They admitted the unit was not clean. I have actual photos of this inexcusable pass as a clean rentable room at the extravagant fee they charged. I paid to stay in a black mold unit that should have not been rented to the public. I am a business owner and I value the State of Oregon’s Health agency for safety and Sanitation. They have gotten away with this and it is a Health Hazard. The State needs to go do a drop in inspection to protect the public. I certainly would not take their word for anything. 
Sincerely,
[redacted]