C & C Realty Hawaii Dream Vacations LLC

This guest occupied two of our properties (*** [redacted] and/or #***) for a total of twenty-one nights and is requesting a 100% refund [redacted] and [redacted] are property managers for the " [redacted] " condominium We represent the individual owner of this one-bedroom condo This guest reserved the property through [redacted] an Beach Rentals ( [redacted] ), where we allow their agents to reserve the condo for a share of the commission [redacted] an Beach Rentals (formerly called Vacation Rental Agent) is essentially the [redacted] division of [redacted] t These guests worked with one specific booking agent who we personally know and has been booking this property on our behalf for over three years Guests were shown the property profile (including current pictures) on the [redacted] an Beach Rentals website The pictures accurately reflected the current state of the propertyPhotos of this condo on [redacted] were updated last spring, right after the owner visited and personally upgraded the decor This guest made their reservation on July 22, The photos that these guests viewed have not been changed or modified since that time and accurately reflect the current state of the property, the only exceptions being that we painted the dining table (teal) and replaced the bed comforter since then There are older pictures of this condo on a different website that is not up-to-date, and those are the photos that will be supplied by guest as “proof.” That is not the web site they reserved the property through (it is not possible to book any of our properties through that site) It is rarely seen and primarily exists so that we can have a domain name with corresponding email addresses The most pressing issue brought up by the guests was the construction that was in progress in the unit above [redacted] (that owner was replacing his tile flooring) We were not aware of this until after this guest arrived and they brought it to our attention after their first night (check in on October 6) We visited the property on October (after their initial complaint) to see what was going on, and discovered the tile work above would be going on for a week, so we offered to let them stay (at no cost to them) in a different unit for the week (a three bedroom, two bath condo that sleeps 8; the owner of [redacted] paid for that accommodation) At that time, the guest stated to us they had "no issues" with the condo, and that it is "well equipped.” It was just the noise above that was a problem Within minutes of his arrival, [redacted] made arrangements for guest to stay at the other condo in the same building (#***) and physically made trips moving the guest belongings (including food/drinks) That condo was about 95% guest ready, so [redacted] and our cleaner/assistant provided a touon the property and verified that everything would be satisfactory for their visit All bathrooms were already cleaned and nothing out of order was noted After the guests relocated to #***, our cleaner/assistant stopped in to make sure they were OK and they did not bring up any issues at that time other than to request assistance with the new WiFi password After that, these guests never directly contacted us or our cleaner/assistant for the remainder of their stay We are not aware that they notified [redacted] an Beach Rentals of any issues during their stay There is a 24/ phone number listed for on-island guest emergencies and issues If a guest ever contacts [redacted] an Beach Rentals about any issue with any of our properties, we are immediately notified We were not notified of any other problems with either condo until after their final departure We did not know that they only stayed one night in #***, as we had reserved that unit for a week for their use We did not receive the keys back from them until cleaner asked for them after their supposed move date back to [redacted] An extremely thorough inspection of condo # [redacted] revealed that there was NO evidence of bed bugs, and that unit enjoys quarterly pest control treatment We have had five reservations at # [redacted] since this guest stayed there (another checking in today), with no complaints about pests of any kind Regarding the statement: "When we complained to management, we were told that we were advised in advance of the construction”: This is completely false We never claimed that we told them about it in advance, as we did not even know about it ourselves We did state that we cannot be held responsible for construction/noise outside of the condo that we have no control over, especially maintenance by another condo owner, and including grounds upkeep by building management Association Rules allow for routine maintenance (for owners, the Resident Manager, and his maintenance team) during the hours of AM to PM, Monday thru Friday This is clearly stated in our rental agreementThat being said, we did ensure that building "quiet hours" were adhered to (confirmed by guest statement) Our rental agreement states (full agreement available upon request): “Please be further advised that Property Manager is not responsible for construction or neighbor noise, as these are risks that are inherent when renting a vacation rentalWe are unable to control these factors, and this agreement shall remain in full force and effect regardless of these issuesThere shall be no cancellation for construction noise or for neighbor issues of any kind." · "Customer understands that Property Manager cannot guarantee that adjacent properties will be free from disturbances and/or not be under construction, being repaired or maintained in any way, or that Government construction projects will not be in progress around the rental unitConstruction on adjacent properties or construction conducted by the Government is not reason for termination of this agreement, nor is it a reason for the refund of any monies to customer." To address other guest comments, there used to be a sauna at the building, and that discrepancy has been corrected in the listing Regarding the guest claim of having had gone to the [redacted] Center, we have not seen any doctor bills or reports and do not see any correlation between this property and the [redacted] /health condition of these guests In over three years having hundreds of guests at this building, there has never been one case or incident of someone having to seek [redacted] attention due to the condition of a property These guests interacted with (1) the building manager, (2) our cleaner/assistant, and (3) the property manager on multiple occasions and did have contact information for all of us: (1) Because these guests had stayed at the same building the previous year, they knew who the Resident Manager (RM) was and did report three issues to himall three on the same day, and all of which were responded to immediately: 1st - guest reported that the shower was leaking - RM discovered that shower curtain was outside tub 2nd - guest reported that toilet was running - RM made temporary fix of flush valve, it was damaged inside the toilet tank, looking to him like it had been "tampered with." (his words) 3rd (9:30pm) - guest reported toilet was still running - RM replaced flush valve (pulled one from his own shop) There was some water overflow from the tank, not the toilet bowl (2) Our cleaner/assistant met these guests upon cheas she was setting up a new cable box for the TV She also received several phone calls the next day (October 7) dealing with the noise complaints and called us for assistance (3) [redacted] (property manager) personally visited the guests on the 7th and helped them move to alternate accommodations to relieve them of the noise coming from above In addition to the noise issue, the guests reported that a lamp had a burned out bulb and this was immediately rectified After filing a complaint with [redacted] an Beach Rentals about this property, the booking agency did refund these guests $(their commission) as part of their “100% Satisfaction Guarantee” As property managers, we work for the owner Because he paid to relocate these guests to # [redacted] (one week’s rental rate), and because the booking agency refunded their “booking commission,” the owner was initially not willing to provide additional compensation We advised these guests that they always had the option to address their issues with their credit card company in pursuing a “charge-back”We did not claim that “we always win credit card charge cases .” We did state, “After several hundred reservations, we have only faced that option twice and successfully defended ourselves each time.” We do acknowledge that these guests unfortunately had to deal with external noise (from unit above) and the issue with the running toilet (ultimately resolved by the Resident Manager on the same day) However outside of the initial noise complaints made after their first night, these guests did not make known their grievances until after their departureAt that point, they requested a 100% refund The major issue these guests had was the external noise, over which we had no control and is clearly spelled out in the Rental Agreement as not being grounds for a refund These guests also stated after their first night that they had no issues with the property itself and that their issue was with the noise If these guests had brought up any issue to us (other than the noise, light bulbs, and running toilet), we would have immediately done our best to rectify and address it, whatever it may beThe rental agreement clearly states that when any issue is brought up by guests, the Property Manager has up to hours to address it (as property managers, we cannot remedy an guest complaint if we are not aware of it) Here is the pertinent section of the rental agreement, full agreement available upon request · Any issues Customer has with the rental must be reported immediately to the Property Manager via the email and or phone number listed in the rental's directions and entry instructionsProperty manager has a reasonable amount of time (ie hours) to restore rental to acceptable conditionsAny issues presented after check out cannot be remedied and are not cause for compensation to Customer Ultimately, in order for you to claim the premises are unacceptable due to issues of cleanliness or bug/pest infestation, you must obtain a third-party opinion letter within forty eight (48) hours of arrival, (from a professional not staying in the rental that has physically witnessed the issue) to corroborate any allegations of poor quality services or accommodations This guest departed our property on October 26th We received word on November 7th that the guests had made a formal complaint to [redacted] an Beach Rentals on November 2nd and were requesting a 100% refund Our last communication with the guest was to let them know that we were checking with the owner again, and they stated on December 10th that, "we will withhold contacting the [redacted] Revdex.com and the [redacted] Consumer Protection Office, among others, as planned, until we hear from you whether the "owner" is willing to negotiate an equitable solution to our impasse." Then we received this notification of the Revdex.com complaint, the first our company has ever received

This guest occupied two of our properties ( [redacted] and/or #***) for a total of twenty-one nights and is requesting a 100% refund [redacted] and [redacted] are property managers for the " [redacted] " condominium We represent the individual owner of this one-bedroom condo This guest reserved the property through [redacted] an Beach Rentals ( [redacted] ), where we allow their agents to reserve the condo for a share of the commission [redacted] an Beach Rentals (formerly called Vacation Rental Agent) is essentially the [redacted] division of [redacted] t These guests worked with one specific booking agent who we personally know and has been booking this property on our behalf for over three years Guests were shown the property profile (including current pictures) on the [redacted] an Beach Rentals website The pictures accurately reflected the current state of the propertyPhotos of this condo on [redacted] were updated last spring, right after the owner visited and personally upgraded the decor This guest made their reservation on July 22, The photos that these guests viewed have not been changed or modified since that time and accurately reflect the current state of the property, the only exceptions being that we painted the dining table (teal) and replaced the bed comforter since then There are older pictures of this condo on a different website that is not up-to-date, and those are the photos that will be supplied by guest as “proof.” That is not the web site they reserved the property through (it is not possible to book any of our properties through that site) It is rarely seen and primarily exists so that we can have a domain name with corresponding email addresses The most pressing issue brought up by the guests was the construction that was in progress in the unit above [redacted] (that owner was replacing his tile flooring) We were not aware of this until after this guest arrived and they brought it to our attention after their first night (check in on October 6) We visited the property on October (after their initial complaint) to see what was going on, and discovered the tile work above would be going on for a week, so we offered to let them stay (at no cost to them) in a different unit for the week (a three bedroom, two bath condo that sleeps 8; the owner of [redacted] paid for that accommodation) At that time, the guest stated to us they had "no issues" with the condo, and that it is "well equipped.” It was just the noise above that was a problem Within minutes of his arrival, [redacted] made arrangements for guest to stay at the other condo in the same building (#***) and physically made trips moving the guest belongings (including food/drinks) That condo was about 95% guest ready, so [redacted] and our cleaner/assistant provided a touon the property and verified that everything would be satisfactory for their visit All bathrooms were already cleaned and nothing out of order was noted After the guests relocated to #***, our cleaner/assistant stopped in to make sure they were OK and they did not bring up any issues at that time other than to request assistance with the new WiFi password After that, these guests never directly contacted us or our cleaner/assistant for the remainder of their stay We are not aware that they notified [redacted] an Beach Rentals of any issues during their stay There is a 24/ phone number listed for on-island guest emergencies and issues If a guest ever contacts [redacted] an Beach Rentals about any issue with any of our properties, we are immediately notified We were not notified of any other problems with either condo until after their final departure We did not know that they only stayed one night in #***, as we had reserved that unit for a week for their use We did not receive the keys back from them until cleaner asked for them after their supposed move date back to [redacted] An extremely thorough inspection of condo # [redacted] revealed that there was NO evidence of bed bugs, and that unit enjoys quarterly pest control treatment We have had five reservations at # [redacted] since this guest stayed there (another checking in today), with no complaints about pests of any kind Regarding the statement: "When we complained to management, we were told that we were advised in advance of the construction”: This is completely false We never claimed that we told them about it in advance, as we did not even know about it ourselves We did state that we cannot be held responsible for construction/noise outside of the condo that we have no control over, especially maintenance by another condo owner, and including grounds upkeep by building management Association Rules allow for routine maintenance (for owners, the Resident Manager, and his maintenance team) during the hours of AM to PM, Monday thru Friday This is clearly stated in our rental agreementThat being said, we did ensure that building "quiet hours" were adhered to (confirmed by guest statement) Our rental agreement states (full agreement available upon request): “Please be further advised that Property Manager is not responsible for construction or neighbor noise, as these are risks that are inherent when renting a vacation rentalWe are unable to control these factors, and this agreement shall remain in full force and effect regardless of these issuesThere shall be no cancellation for construction noise or for neighbor issues of any kind." · "Customer understands that Property Manager cannot guarantee that adjacent properties will be free from disturbances and/or not be under construction, being repaired or maintained in any way, or that Government construction projects will not be in progress around the rental unitConstruction on adjacent properties or construction conducted by the Government is not reason for termination of this agreement, nor is it a reason for the refund of any monies to customer." To address other guest comments, there used to be a sauna at the building, and that discrepancy has been corrected in the listing Regarding the guest claim of having had gone to the [redacted] Center, we have not seen any doctor bills or reports and do not see any correlation between this property and the [redacted] /health condition of these guests In over three years having hundreds of guests at this building, there has never been one case or incident of someone having to seek [redacted] attention due to the condition of a property These guests interacted with (1) the building manager, (2) our cleaner/assistant, and (3) the property manager on multiple occasions and did have contact information for all of us: (1) Because these guests had stayed at the same building the previous year, they knew who the Resident Manager (RM) was and did report three issues to himall three on the same day, and all of which were responded to immediately: 1st - guest reported that the shower was leaking - RM discovered that shower curtain was outside tub 2nd - guest reported that toilet was running - RM made temporary fix of flush valve, it was damaged inside the toilet tank, looking to him like it had been "tampered with." (his words) 3rd (9:30pm) - guest reported toilet was still running - RM replaced flush valve (pulled one from his own shop) There was some water overflow from the tank, not the toilet bowl (2) Our cleaner/assistant met these guests upon cheas she was setting up a new cable box for the TV She also received several phone calls the next day (October 7) dealing with the noise complaints and called us for assistance (3) [redacted] (property manager) personally visited the guests on the 7th and helped them move to alternate accommodations to relieve them of the noise coming from above In addition to the noise issue, the guests reported that a lamp had a burned out bulb and this was immediately rectified After filing a complaint with [redacted] an Beach Rentals about this property, the booking agency did refund these guests $(their commission) as part of their “100% Satisfaction Guarantee” As property managers, we work for the owner Because he paid to relocate these guests to # [redacted] (one week’s rental rate), and because the booking agency refunded their “booking commission,” the owner was initially not willing to provide additional compensation We advised these guests that they always had the option to address their issues with their credit card company in pursuing a “charge-back”We did not claim that “we always win credit card charge cases .” We did state, “After several hundred reservations, we have only faced that option twice and successfully defended ourselves each time.” We do acknowledge that these guests unfortunately had to deal with external noise (from unit above) and the issue with the running toilet (ultimately resolved by the Resident Manager on the same day) However outside of the initial noise complaints made after their first night, these guests did not make known their grievances until after their departureAt that point, they requested a 100% refund The major issue these guests had was the external noise, over which we had no control and is clearly spelled out in the Rental Agreement as not being grounds for a refund These guests also stated after their first night that they had no issues with the property itself and that their issue was with the noise If these guests had brought up any issue to us (other than the noise, light bulbs, and running toilet), we would have immediately done our best to rectify and address it, whatever it may beThe rental agreement clearly states that when any issue is brought up by guests, the Property Manager has up to hours to address it (as property managers, we cannot remedy an guest complaint if we are not aware of it) Here is the pertinent section of the rental agreement, full agreement available upon request · Any issues Customer has with the rental must be reported immediately to the Property Manager via the email and or phone number listed in the rental's directions and entry instructionsProperty manager has a reasonable amount of time (ie hours) to restore rental to acceptable conditionsAny issues presented after check out cannot be remedied and are not cause for compensation to Customer Ultimately, in order for you to claim the premises are unacceptable due to issues of cleanliness or bug/pest infestation, you must obtain a third-party opinion letter within forty eight (48) hours of arrival, (from a professional not staying in the rental that has physically witnessed the issue) to corroborate any allegations of poor quality services or accommodations This guest departed our property on October 26th We received word on November 7th that the guests had made a formal complaint to [redacted] an Beach Rentals on November 2nd and were requesting a 100% refund Our last communication with the guest was to let them know that we were checking with the owner again, and they stated on December 10th that, "we will withhold contacting the [redacted] Revdex.com and the [redacted] Consumer Protection Office, among others, as planned, until we hear from you whether the "owner" is willing to negotiate an equitable solution to our impasse." Then we received this notification of the Revdex.com complaint, the first our company has ever received

This guest occupied two of our properties
([redacted]...

[redacted] and/or #[redacted]) for a total of twenty-one nights and is requesting a
100% refund.
[redacted] and [redacted] are property managers for the "[redacted]
[redacted]" condominium.  We represent the individual owner of this
one-bedroom condo.  This guest reserved the property through [redacted]an
Beach Rentals ([redacted]), where we allow their agents to reserve the
condo for a share of the commission.  [redacted]an Beach Rentals (formerly
called Vacation Rental Agent) is essentially the [redacted] division of [redacted]t. 
These
guests worked with one specific booking agent who we personally know
and has been booking this property on our behalf for over three years. 
Guests were
shown the property profile (including current pictures) on the [redacted]an
Beach Rentals website.  The pictures accurately reflected the current
state of the property. Photos of this condo on [redacted] were updated last spring, right after the
owner visited and personally upgraded the decor. 
This guest made their reservation on July 22, 2015.  The photos that
these guests viewed have not been changed or modified since that time and
accurately reflect the current state of the property, the only exceptions being
that we painted the dining table (teal) and replaced the bed comforter since
then.
There are older pictures of this condo on a different website
that is not up-to-date, and those are the photos that will be supplied by guest
as “proof.”  That is not the web site they reserved the property through
(it is not possible to book any of our properties through that site).  It
is rarely seen and primarily exists so that we can have a domain name with
corresponding email addresses. 
The most pressing issue brought up by the guests was the
construction that was in progress in the unit above [redacted] (that owner was replacing his tile flooring).  We
were not aware of this until after this guest arrived and they brought it to our
attention after their first night (check in on October 6).  We visited the property on
October 7 (after their initial complaint) to see what was going on, and
discovered the tile work above would be going on for a week, so we offered to
let them stay (at no cost to them) in a different unit for the week (a three
bedroom, two bath condo that sleeps 8; the owner of [redacted] paid for that
accommodation).  At that time, the guest stated to us they had
"no issues" with the condo, and that it is "well equipped.”  It was just the noise above that was a
problem.  Within 30 minutes of his arrival, [redacted] made arrangements for
guest to stay at the other condo in the same building (#[redacted]) and physically
made 4 trips moving the guest belongings (including food/drinks).  That
condo was about 95% guest ready, so [redacted] and our cleaner/assistant provided a
touch-up on the property and verified that everything would be satisfactory for
their visit.  All bathrooms were already
cleaned and nothing out of order was noted. 
After the guests relocated to #[redacted], our cleaner/assistant stopped in to
make sure they were OK and they did not bring up any issues at that time other
than to request assistance with the new WiFi password.  After that, these
guests never directly contacted us or our cleaner/assistant for the remainder
of their stay.  We are not aware that they notified
[redacted]an Beach Rentals of any issues during their stay.  There is a 24/7
phone
number listed for on-island guest emergencies and issues.  If a guest
ever contacts [redacted]an Beach Rentals about any issue with any of our
properties, we are immediately notified.  We were not notified of any other problems
with either condo until after their final departure.  
We did not know that they only stayed one night in #[redacted], as
we had reserved that unit for a week for their use.  We did not receive the keys back from them
until cleaner asked for them after their supposed move date back to [redacted]. An
extremely thorough inspection of condo #[redacted] revealed that there was NO evidence
of bed bugs, and that unit enjoys quarterly pest control treatment.  We
have had five reservations at #[redacted] since this guest stayed there (another checking in today), with no
complaints about pests of any kind. 
Regarding the statement:  "When we complained to
management, we were told that we were advised in advance of the construction”: This is completely false.  We never claimed that we told them
about it in advance, as we did not even know about it ourselves.  We did
state that we cannot be held responsible for construction/noise outside
of the
condo that we have no control over, especially maintenance by another
condo owner, and including grounds upkeep by building management. 
Association Rules allow for routine maintenance (for owners, the
Resident Manager, and his maintenance team) during the hours of 8 AM to
5 PM, Monday thru Friday.  This is clearly
stated in our rental agreement. That being said, we did ensure that
building "quiet hours" were adhered to (confirmed by guest
statement).
Our rental agreement states (full agreement available upon request):
“Please
be further advised that Property Manager is not responsible for construction or
neighbor noise, as these are risks that are inherent when renting a vacation
rental. We are unable to control these factors, and this agreement shall remain
in full force and effect regardless of these issues. There shall be no
cancellation for construction noise or for neighbor issues of any kind."
·      
"Customer understands that Property Manager
cannot guarantee that adjacent properties will be free from disturbances and/or
not be under construction, being repaired or maintained in any way, or that
Government construction projects will not be in progress around the rental
unit. Construction on adjacent properties or construction conducted by the
Government is not reason for termination of this agreement, nor is it a reason
for the refund of any monies to customer."
To address other guest comments, there used to be a sauna at the
building, and that discrepancy has been corrected in the listing.  
Regarding the guest claim of having had gone to the [redacted]
Center, we
have not seen any doctor bills or reports and do not see any correlation
between this property and the [redacted]/health condition of these guests. 
In over three years having hundreds of guests at this building, there
has never been
one case or incident of someone having to seek [redacted] attention due to
the
condition of a property. 
These guests interacted with (1) the building manager, (2) our cleaner/assistant,
and (3) the property manager on multiple occasions and did have contact information
for all of us:
           (1)  Because these guests had stayed at the same
building the previous year, they knew who the Resident Manager (RM) was and did
report three issues to him. all three on the same day, and all of which were
responded to immediately:
                        1st - guest
reported that the shower was leaking - RM discovered that shower curtain was
outside tub
                        2nd
-
guest reported that toilet was running - RM made temporary fix of flush
valve, it was damaged inside the toilet tank, looking to him like it
had been "tampered with."  (his words)
                        3rd
(9:30pm) - guest reported toilet was still running - RM replaced flush
valve (pulled one from his own shop).  There was some water overflow
from the tank, not the toilet bowl. 
            (2)
Our cleaner/assistant met these guests
upon check-in as she was setting up a new cable box for the TV.  She also received several phone calls the
next day (October 7) dealing with the noise complaints and called us for
assistance.
            (3)  [redacted] (property manager) personally visited the
guests on the 7th and helped them move to alternate accommodations to relieve them of the
noise coming from above.  In addition to
the noise issue, the guests reported that a lamp had a burned out bulb and this
was immediately rectified.
After filing a complaint with [redacted]an Beach Rentals about this
property, the booking agency did refund these guests $670 (their commission) as
part of their “100% Satisfaction Guarantee”. 
As property managers, we work for the owner.  Because he paid to relocate these guests to #[redacted]
(one week’s rental rate), and because the booking agency refunded their
“booking commission,” the owner was initially not willing to provide additional
compensation.  We advised these guests
that they always had the option to address their issues with their credit card
company in pursuing a “charge-back”. We
did not claim that “we always win credit card charge cases….” We did
state, “After several hundred reservations, we
have only faced that option twice and successfully defended
ourselves each time.” 
We do acknowledge that these guests unfortunately had to deal
with external noise (from unit above) and
the issue with the running toilet (ultimately resolved by the Resident
Manager on the same day).  However outside of the initial
noise complaints made after their first night, these guests did not make known
their grievances until after their departure. At that point, they requested a
100% refund.
The major issue these guests had was the
external noise, over which we had no control and is clearly spelled out in the
Rental Agreement as not being grounds for a refund.  These guests also stated after their
first night that they had no issues with the property itself and that their issue
was with the noise.  If these guests had brought up any issue to us (other than the noise,
light bulbs, and running toilet), we would have immediately done our best to
rectify and address it, whatever it may be. The rental agreement clearly states that when any
issue is brought up by guests, the Property Manager has up to 24 hours to
address it (as property managers, we cannot remedy an guest complaint if we are
not aware of it).  Here is the pertinent section of the rental agreement, full agreement available upon request.
·      
Any issues Customer has with the rental must
be reported immediately to the Property Manager via the email and or phone
number listed in the rental's directions and entry instructions. Property
manager has a reasonable amount of time (ie 24 hours) to restore rental to
acceptable conditions. Any issues presented after check out cannot be
remedied and are not cause for compensation to Customer.
Ultimately, in order for you to claim the premises are
unacceptable due to issues of cleanliness or bug/pest infestation, you must
obtain a third-party opinion letter within forty eight (48) hours of arrival,
(from a professional not staying in the rental that has physically witnessed
the issue) to corroborate any allegations of poor quality services or
accommodations.
This guest departed our property on October 26th.  We
received
word on November 7th that the guests had made a formal complaint to [redacted]an Beach Rentals on
November 2nd and were requesting a
100% refund.  Our last communication with the guest was to let them know
that we were checking with the owner again, and they stated on December
10th that, "we will withhold contacting the [redacted] Revdex.com and the
[redacted] Consumer Protection Office, among others, as planned, until we
hear from you whether the "owner" is willing to negotiate an equitable
solution to our impasse."  Then we received this notification of the Revdex.com complaint, the first our company has ever received.

This guest occupied two of our properties
([redacted] and/or #[redacted]) for a total of twenty-one nights and is requesting a
100% refund.
[redacted] and [redacted] are property managers for the "[redacted]" condominium.  We represent the individual owner of this
one-bedroom condo. ...

This guest reserved the property through [redacted]an
Beach Rentals ([redacted]), where we allow their agents to reserve the
condo for a share of the commission.  [redacted]an Beach Rentals (formerly
called Vacation Rental Agent) is essentially the [redacted] division of [redacted]t. 
These
guests worked with one specific booking agent who we personally know
and has been booking this property on our behalf for over three years. 
Guests were
shown the property profile (including current pictures) on the [redacted]an
Beach Rentals website.  The pictures accurately reflected the current
state of the property. Photos of this condo on [redacted] were updated last spring, right after the
owner visited and personally upgraded the decor. 
This guest made their reservation on July 22, 2015.  The photos that
these guests viewed have not been changed or modified since that time and
accurately reflect the current state of the property, the only exceptions being
that we painted the dining table (teal) and replaced the bed comforter since
then.
There are older pictures of this condo on a different website
that is not up-to-date, and those are the photos that will be supplied by guest
as “proof.”  That is not the web site they reserved the property through
(it is not possible to book any of our properties through that site).  It
is rarely seen and primarily exists so that we can have a domain name with
corresponding email addresses. 
The most pressing issue brought up by the guests was the
construction that was in progress in the unit above [redacted] (that owner was replacing his tile flooring).  We
were not aware of this until after this guest arrived and they brought it to our
attention after their first night (check in on October 6).  We visited the property on
October 7 (after their initial complaint) to see what was going on, and
discovered the tile work above would be going on for a week, so we offered to
let them stay (at no cost to them) in a different unit for the week (a three
bedroom, two bath condo that sleeps 8; the owner of [redacted] paid for that
accommodation).  At that time, the guest stated to us they had
"no issues" with the condo, and that it is "well equipped.”  It was just the noise above that was a
problem.  Within 30 minutes of his arrival, [redacted] made arrangements for
guest to stay at the other condo in the same building (#[redacted]) and physically
made 4 trips moving the guest belongings (including food/drinks).  That
condo was about 95% guest ready, so [redacted] and our cleaner/assistant provided a
touch-up on the property and verified that everything would be satisfactory for
their visit.  All bathrooms were already
cleaned and nothing out of order was noted. 
After the guests relocated to #[redacted], our cleaner/assistant stopped in to
make sure they were OK and they did not bring up any issues at that time other
than to request assistance with the new WiFi password.  After that, these
guests never directly contacted us or our cleaner/assistant for the remainder
of their stay.  We are not aware that they notified
[redacted]an Beach Rentals of any issues during their stay.  There is a 24/7
phone
number listed for on-island guest emergencies and issues.  If a guest
ever contacts [redacted]an Beach Rentals about any issue with any of our
properties, we are immediately notified.  We were not notified of any other problems
with either condo until after their final departure.   We did not know that they only stayed one night in #[redacted], as
we had reserved that unit for a week for their use.  We did not receive the keys back from them
until cleaner asked for them after their supposed move date back to [redacted]. An
extremely thorough inspection of condo #[redacted] revealed that there was NO evidence
of bed bugs, and that unit enjoys quarterly pest control treatment.  We
have had five reservations at #[redacted] since this guest stayed there (another checking in today), with no
complaints about pests of any kind. 
Regarding the statement:  "When we complained to
management, we were told that we were advised in advance of the construction”: This is completely false.  We never claimed that we told them
about it in advance, as we did not even know about it ourselves.  We did
state that we cannot be held responsible for construction/noise outside
of the
condo that we have no control over, especially maintenance by another
condo owner, and including grounds upkeep by building management. 
Association Rules allow for routine maintenance (for owners, the
Resident Manager, and his maintenance team) during the hours of 8 AM to
5 PM, Monday thru Friday.  This is clearly
stated in our rental agreement. That being said, we did ensure that
building "quiet hours" were adhered to (confirmed by guest
statement).
Our rental agreement states (full agreement available upon request):
“Please
be further advised that Property Manager is not responsible for construction or
neighbor noise, as these are risks that are inherent when renting a vacation
rental. We are unable to control these factors, and this agreement shall remain
in full force and effect regardless of these issues. There shall be no
cancellation for construction noise or for neighbor issues of any kind."
·      
"Customer understands that Property Manager
cannot guarantee that adjacent properties will be free from disturbances and/or
not be under construction, being repaired or maintained in any way, or that
Government construction projects will not be in progress around the rental
unit. Construction on adjacent properties or construction conducted by the
Government is not reason for termination of this agreement, nor is it a reason
for the refund of any monies to customer."
To address other guest comments, there used to be a sauna at the
building, and that discrepancy has been corrected in the listing.  
Regarding the guest claim of having had gone to the [redacted]
Center, we
have not seen any doctor bills or reports and do not see any correlation
between this property and the [redacted]/health condition of these guests. 
In over three years having hundreds of guests at this building, there
has never been
one case or incident of someone having to seek [redacted] attention due to
the
condition of a property. 
These guests interacted with (1) the building manager, (2) our cleaner/assistant,
and (3) the property manager on multiple occasions and did have contact information
for all of us:
           (1)  Because these guests had stayed at the same
building the previous year, they knew who the Resident Manager (RM) was and did
report three issues to him. all three on the same day, and all of which were
responded to immediately:
                        1st - guest
reported that the shower was leaking - RM discovered that shower curtain was
outside tub
                        2nd
-
guest reported that toilet was running - RM made temporary fix of flush
valve, it was damaged inside the toilet tank, looking to him like it
had been "tampered with."  (his words)
                        3rd
(9:30pm) - guest reported toilet was still running - RM replaced flush
valve (pulled one from his own shop).  There was some water overflow
from the tank, not the toilet bowl. 
            (2)
Our cleaner/assistant met these guests
upon check-in as she was setting up a new cable box for the TV.  She also received several phone calls the
next day (October 7) dealing with the noise complaints and called us for
assistance.
            (3)  [redacted] (property manager) personally visited the
guests on the 7th and helped them move to alternate accommodations to relieve them of the
noise coming from above.  In addition to
the noise issue, the guests reported that a lamp had a burned out bulb and this
was immediately rectified.
After filing a complaint with [redacted]an Beach Rentals about this
property, the booking agency did refund these guests $670 (their commission) as
part of their “100% Satisfaction Guarantee”. 
As property managers, we work for the owner.  Because he paid to relocate these guests to #[redacted]
(one week’s rental rate), and because the booking agency refunded their
“booking commission,” the owner was initially not willing to provide additional
compensation.  We advised these guests
that they always had the option to address their issues with their credit card
company in pursuing a “charge-back”. We
did not claim that “we always win credit card charge cases….” We did
state, “After several hundred reservations, we
have only faced that option twice and successfully defended
ourselves each time.” 
We do acknowledge that these guests unfortunately had to deal
with external noise (from unit above) and
the issue with the running toilet (ultimately resolved by the Resident
Manager on the same day).  However outside of the initial
noise complaints made after their first night, these guests did not make known
their grievances until after their departure. At that point, they requested a
100% refund.
The major issue these guests had was the
external noise, over which we had no control and is clearly spelled out in the
Rental Agreement as not being grounds for a refund.  These guests also stated after their
first night that they had no issues with the property itself and that their issue
was with the noise.  If these guests had brought up any issue to us (other than the noise,
light bulbs, and running toilet), we would have immediately done our best to
rectify and address it, whatever it may be. The rental agreement clearly states that when any
issue is brought up by guests, the Property Manager has up to 24 hours to
address it (as property managers, we cannot remedy an guest complaint if we are
not aware of it).  Here is the pertinent section of the rental agreement, full agreement available upon request.
·      
Any issues Customer has with the rental must
be reported immediately to the Property Manager via the email and or phone
number listed in the rental's directions and entry instructions. Property
manager has a reasonable amount of time (ie 24 hours) to restore rental to
acceptable conditions. Any issues presented after check out cannot be
remedied and are not cause for compensation to Customer.
Ultimately, in order for you to claim the premises are
unacceptable due to issues of cleanliness or bug/pest infestation, you must
obtain a third-party opinion letter within forty eight (48) hours of arrival,
(from a professional not staying in the rental that has physically witnessed
the issue) to corroborate any allegations of poor quality services or
accommodations.
This guest departed our property on October 26th.  We
received
word on November 7th that the guests had made a formal complaint to [redacted]an Beach Rentals on
November 2nd and were requesting a
100% refund.  Our last communication with the guest was to let them know
that we were checking with the owner again, and they stated on December
10th that, "we will withhold contacting the [redacted] Revdex.com and the
[redacted] Consumer Protection Office, among others, as planned, until we
hear from you whether the "owner" is willing to negotiate an equitable
solution to our impasse."  Then we received this notification of the Revdex.com complaint, the first our company has ever received.