Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I do not want to continue communication with Cal Vacation HomesI was simply just wanting others to be cautious when working with this companyI do not wish to continue a "who said what when" argumentI know I was mistreated and will leave it at thatThe reason payments were late was because they would not communicate with me when I was trying to send payment, multiple timesI would like to also add that [redacted] threatened me through email after he received this complaint from Revdex.comI have attached that threat hereHe researched my identity and made outrageous claims about my personal lifeI do not want anything from Cal Vacation Homes, just for future guests to be aware of [redacted] 's behaviorThis complaint is resolved Regards, [redacted]
This Renter's claim has nothing to do with the product delivered or her experience in using the vacation rental homeThe renter has not made us aware of any complaints with the house either during her stay in the house or after her departureWe worked extensively with the Renter to find a home that would work for her group and her budget-- people for three nights with a total rental of less than $per personThis is not the sign of a business that Is '"difficult" or "impossible"' to work withAnd in fact, we have not had a Revdex.com complaint in four yearsThe Renter signed a contract and made the first of two payments required, and then failed to make her second payment in a timely mannerEnd of storyWe do not rent to people who fail to pay for the rental, pure and simple, and I don't think anyone would disagree with that policy Actually, we always go the extra mile to communicate with our guests by phone and by email multiple times If they are late with their paymentWe almost never cancel a reservation for non-payment and in this Renter's case we kept calling and emailing her (on weekdays and weekends as the emails indicate below), until she finally did make her final payment: some days lateOur communication with Renter remained cordial throughout the process, even when faced with non-payment and lack of communication The genesis of the Renter's complaint is due to her own repeated delay in paying her contractually agreed final payment for a vacation homeShe came very close to losing the vacation home due to non-paymentlt was entirely her responsibility to deliver her payment on time according to the payment schedule in the Rental Agreement We have carefully documented our dealings with this Renter and have attached the following Emails in which she apologizes for her multiple communication delays and her payment delays, which directly refute her own Revdex.com complaintAs you can see from the emails, our communications were always polite and cordial, while requesting communication from the Renter 1) December 4th Email (attached) from us to Renter stating: "I am holding your reservations for February to March so please fax back the signed Rental Agreement that I emailed to you"' on November 15th (days had passed without Renter returning the Rental Agreement signed--No Response from Renter) 2) December 17th Email (attached) from us to Renter stating: Please let me know if you are no longer coming to San Diego and I will release your dates for another group to bookI look forward to hearing from you asap(days had passed without Renter returning the Rental Agreement signed--No Response from renter) 3) December 2lst Email (attached) from us to Renter stating: "Please confirm that you received my most recent email" (No Response from Renter) 4) January 7, email (attached) from Renter to us stating: "Sorry for the delay, was in London for the past two weeks, now doing some major catch up" (Renter I now trying to explain why she failed to respond to multiple emails and phone calls that we made to her) 5) February 6, Email (attached} from us to Renter stating: I just noticed on our monthly Booking Report that we never received your final payment which was due on January 27thLet me know If your group of is still planning on comingIf your plans have changed my bookkeeper will refund your $deposit (Final Payment Not Received from Renter) 6) February 15, email (attached) from us to Renter stating: "I called and left a voicemail for you yesterday (Friday) so please call me this morning."' (No Response from Renter to Friday's Voicemail or to Saturday's Email) 7) February 16, Email (attached) from us to Renter stating: "[Renter!, I left you a voicemail message an Friday Feb14th and another very detailed Voicemail yesterday (Saturday February 15th) stating that if we do not hear from you by pm today we will need to cancel your reservation for non payment of the second half payment which was due to be received by us no later than Janusry 27th In my voicemail yesterday I stated that we cannot re-use a credit card authorization that was done for the first half payment as the first half payment was in a different amount than what is due now (2nd half plus $damage deposit and the 10.5% occupancy tax) I also emailed you yesterday (Saturday) asking you to please call me that morning (Saturday)If we do not hear from you by tonight I Will have to cancel your reservation and my bookkeeper will refund your $ credit oard deposit This is the absolute last written warning I am able to give for non-payment of the balance of your reservation which was due to be received no later than January 27th Please communicate!" 8) February 16, Email (attached) from Renter to us apologizing for her non-communication stating: "I apologize for the late responseI was traveling for a wedding over the weekend." (As of February 16th Renter still has not paid her final payment which was contractually due to be received on or before January 27th.) 9) February 21, Email (attached) from us to Renter stating: {Renter], I need to hear from you immediately if you are intending to proceed with your reservationMy bookkeeper emailed you the Final Payment Credit card Authorization this morning at 11:am and it is now after 6: pm and I have not received your email with the signed Credit Card Authorization You are arriving in less than days and I do not understand why you have not returned the Final Payment Credit Card Authorization that was sent to youI called you hour ago and left you a detailed voicemail message to reiterate that if you wished to continue with your reservation you needed to complete and return the Credit Card Authorization today (Friday) I do not have the time to do again what I did last weekend which was to leave you multiple voicemeil messages and email messages daily for you on Friday, Saturday and Sunday urging you to return my emails and callsIt seems like you choose to communicate when it is convenient rather than returning emails and phone calls as you receive them Your Final Payment was due January so your Final Payment is now days overdueIf you wish to proceed with your Reservation you need to return your Final Payment Credit Card Authorization no later than noon tomorrow or my bookkeeper will process a refund to your Credit Card of the $amount that you have paid for the 1st half payment I very much hope that you respond to our efforts to communicate with you [Us] ln reality, as the paper trail of emails bear out, Renter was non-communicative and did not make her final payment on the contractual due date of January 27th but waited until February 22nd (days prior to her arrival on February 27th) and by doing so she very nearly lost her reservationVery few vacation rental companies would have held her reservation for days after the final payment due date (from January to February 22) In two of her emails (January and February 16), Renter apologizes for her late response and her non-communication by saying she was in Europe for weeks and she was travelling going to a weddingGetting Renter to respond to simple emails and phone calls was more challenging than any guest we have dealt with during the past years and we host over guest groups each year Our contracts require full payment up to days prior to the starting rental date.Failure to make payments required under a contract is grounds for termination of the contractWe do not rent to people who do not pay for a vacation home as required under their contract Renter failed to make her required paymentsIt was only due to relentless phone calling and emalllng by us that Renter did not lose her reservationThe Renter is accurate when she states in her complaint "It ended up working out In the end." And that was due to our relentless efforts to get Renter to make her final payment Renter seemed to believe that once she had given us her credit card number, we could use it whenever we chose and for whatever amount we choseI would advise Renter to be more careful with her credit card information and to pay more attention to what she has authorized She completed a credit card authorization for her first payment, or $1,200, specifically for the first half rentalOur authorization form does not ask for permission to retain the credit card information on file, so we destroy the information once we have used it to make the single charge that is authorized To simply tell us that we can use the same credit card for the final payment is to ask us to violate our credit card agreement by retaining information in a manner that we are not entitled and then to charge for amounts in excess of the amount originally authorizedWe take our credit card agreements and responsibilities very seriously and could not just '"run the card again" as we had destroyed the credit card authorization in January and no longer had Renter's credit card numberEven sending us partial credit card information by email is insufficient as we require our form to be used to authorize a credit card payment Further, payment by credit card is not requiredWe accept personal checks, bank checks, money orders, wire transfers and payments through PaypalRenter could have made payment using any of these methods and paying with a check would not have required our involvement at allAll the payment information is contained in the rental agreement and the cover email, so Renter had all the information for making full payment when she originally received the contract and still failed to do so timely I don't know What Renter is referring to when she says, the "the month leading up to the stay caused me great heartache" Any heartache was created 100% by Renter when she chose not make her final payment by the January 27th contractual due date but instead she took another days before she finally did pay on February 22, a mere days before she arrived at the rental home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] I do not want to continue communication with Cal Vacation Homes. I was simply just wanting others to be cautious when working with this company. I do not wish to continue a "who said what when" argument. I know I was mistreated and will leave it at that. The reason payments were late was because they would not communicate with me when I was trying to send payment, multiple times. I would like to also add that [redacted] threatened me through email after he received this complaint from Revdex.com. I have attached that threat here. He researched my identity and made outrageous claims about my personal life. I do not want anything from Cal Vacation Homes, just for future guests to be aware of [redacted]'s behavior. This complaint is resolved.
Regards,
[redacted]
This Renter's claim has nothing to do with the product delivered or her experience in using the
vacation rental home. The renter has not made us aware of any complaints with the house either
during her stay in the house or after her departure. We worked extensively with the Renter...
to
find a home that would work for her group and her budget-- 15 people for three nights with a
total rental of less than $200 per person. This is not the sign of a business that Is '"difficult" or
"impossible"' to work with. And in fact, we have not had a Revdex.com complaint in four years. The
Renter signed a contract and made the first of two payments required, and then failed to make
her second payment in a timely manner. End of story. We do not rent to people who fail to pay
for the rental, pure and simple, and I don't think anyone would disagree with that policy.
Actually, we always go the extra mile to communicate with our guests by phone and by email
multiple times If they are late with their payment. We almost never cancel a reservation for
non-payment and in this Renter's case we kept calling and emailing her (on weekdays and
weekends as the emails indicate below), until she finally did make her final payment: some 27 days
late. Our communication with Renter remained cordial throughout the process, even when faced
with non-payment and lack of communication.
The genesis of the Renter's complaint is due to her own repeated delay in paying her contractually
agreed final payment for a vacation home. She came very close to losing the vacation home due
to non-payment. lt was entirely her responsibility to deliver her payment on time according to the
payment schedule in the Rental Agreement.
We have carefully documented our dealings with this Renter and have attached the following
Emails in which she apologizes for her multiple communication delays and her payment delays,
which directly refute her own Revdex.com complaint. As you can see from the emails, our
communications were always polite and cordial, while requesting communication from the Renter.
1) December 4th Email (attached) from us to Renter stating:
"I am holding your reservations for February 27 to March 2... so please fax back the signed Rental
Agreement that I emailed to you"' on November 15th (20 days had passed without Renter
returning the Rental Agreement signed--No Response from Renter)
2) December 17th Email (attached) from us to Renter stating:
Please let me know if you are no longer coming to San Diego and I will release your dates for another
group to book. I look forward to hearing from you asap. (31 days had passed without Renter
returning the Rental Agreement signed--No Response from renter)
3) December 2lst Email (attached) from us to Renter stating:
"Please confirm that you received my most recent email. "
(No Response from Renter)
4) January 7, 2014 email (attached) from Renter to us stating:
"Sorry for the delay, 1 was in London for the past two weeks, now doing some major catch up"
(Renter I now trying to explain why she failed to respond to multiple emails and phone calls
that we made to her)
5) February 6, 2014 Email (attached} from us to Renter stating:
I just noticed on our monthly Booking Report that we never received your final payment which was due
on January 27th. Let me know If your group of 14 is still planning on coming. If your plans have
changed my bookkeeper will refund your $1200 deposit.
(Final Payment Not Received from Renter)
6) February 15, 2014 email (attached) from us to Renter stating:
"I called and left a voicemail for you yesterday (Friday) so please call me this morning."'
(No Response from Renter to Friday's Voicemail or to Saturday's Email)
7) February 16, 2014 Email (attached) from us to Renter stating:
"[Renter!,
I left you a voicemail message an Friday Feb. 14th and another very detailed Voicemail yesterday (Saturday
February 15th) stating that if we do not hear from you by 5 pm today we will need to cancel your reservation
for non payment of the second half payment which was due to be received by us no later than Janusry 27th.
In my voicemail yesterday I stated that we cannot re-use a credit card authorization that was done for the
first half payment as the first half payment was in a different amount than what is due now (2nd half plus
$1000 damage deposit and the 10.5% occupancy tax).
I also emailed you yesterday (Saturday) asking you to please call me that morning (Saturday). If we do not
hear from you by tonight I Will have to cancel your reservation and my bookkeeper will refund your $1200
credit oard deposit.
This is the absolute last written warning I am able to give for non-payment of the balance of your reservation
which was due to be received no later than January 27th.
Please communicate!"
8) February 16, 2014 Email (attached) from Renter to us apologizing for her non-communication
stating:
"I apologize for the late response. I was traveling for a wedding over the weekend."
(As of February 16th Renter still has not paid her final payment which was contractually due
to be received on or before January 27th.)
9) February 21, 2014 Email (attached) from us to Renter stating:
{Renter],
I need to hear from you immediately if you are intending to proceed with your reservation. My bookkeeper
emailed you the Final Payment Credit card Authorization this morning at 11:39 am and it is now after 6:30
pm and I have not received your email with the signed Credit Card Authorization.
You are arriving in less than 6 days and I do not understand why you have not returned the Final Payment
Credit Card Authorization that was sent to you. I called you 1 hour ago and left you a detailed voicemail
message to reiterate that if you wished to continue with your reservation you needed to complete and return
the Credit Card Authorization today (Friday).
I do not have the time to do again what I did last weekend which was to leave you multiple voicemeil
messages and email messages daily for you on Friday, Saturday and Sunday urging you to return my emails
and calls. It seems like you choose to communicate when it is convenient rather than returning emails and
phone calls as you receive them.
Your Final Payment was due January 27 so your Final Payment is now 25 days overdue. If you wish to
proceed with your Reservation you need to return your Final Payment Credit Card Authorization no later
than noon tomorrow or my bookkeeper will process a refund to your Credit Card of the $1200 amount that
you have paid for the 1st half payment.
I very much hope that you respond to our efforts to communicate with you.
[Us]
ln reality, as the paper trail of emails bear out, Renter was non-communicative and did not
make her final payment on the contractual due date of January 27th but waited until February
22nd (5 days prior to her arrival on February 27th) and by doing so she very nearly lost her
reservation. Very few vacation rental companies would have held her reservation for 27 days
after the final payment due date (from January 25 to February 22).
In two of her emails (January 7 and February 16), Renter apologizes for her late response
and her non-communication by saying she was in Europe for 2 weeks and she was travelling
going to a wedding. Getting Renter to respond to simple emails and phone calls was more
challenging than any guest we have dealt with during the past 3 years and we host over 400
guest groups each year.
Our contracts require full payment up to 60 days prior to the starting rental date.Failure to
make payments required under a contract is grounds for termination of the contract. We do
not rent to people who do not pay for a vacation home as required under their contract.
Renter failed to make her required payments. It was only due to relentless phone calling and
emalllng by us that Renter did not lose her reservation. The Renter is accurate when she
states in her complaint "It ended up working out In the end." And that was due to our relentless
efforts to get Renter to make her final payment.
Renter seemed to believe that once she had given us her credit card number, we could use it
whenever we chose and for whatever amount we chose. I would advise Renter to be more
careful with her credit card information and to pay more attention to what she has authorized.
She completed a credit card authorization for her first payment, or $1,200, specifically for the
first half rental. Our authorization form does not ask for permission to retain the credit card
information on file, so we destroy the information once we have used it to make the single
charge that is authorized.
To simply tell us that we can use the same credit card for the final payment is to ask us to
violate our credit card agreement by retaining information in a manner that we are not
entitled and then to charge for amounts in excess of the amount originally authorized. We
take our credit card agreements and responsibilities very seriously and could not just '"run the
card again" as we had destroyed the credit card authorization in January and no longer had
Renter's credit card number. Even sending us partial credit card information by email is
insufficient as we require our form to be used to authorize a credit card payment.
Further, payment by credit card is not required. We accept personal checks, bank checks,
money orders, wire transfers and payments through Paypal. Renter could have made
payment using any of these methods and paying with a check would not have required our
involvement at all. All the payment information is contained in the rental agreement and the
cover email, so Renter had all the information for making full payment when she originally
received the contract and still failed to do so timely.
I don't know What Renter is referring to when she says, the "the month leading up to the stay
caused me great heartache. " Any heartache was created 100% by Renter when she chose not
make her final payment by the January 27th contractual due date but instead she took another
27 days before she finally did pay on February 22, a mere 5 days before she arrived at the
rental home.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I do not want to continue communication with Cal Vacation HomesI was simply just wanting others to be cautious when working with this companyI do not wish to continue a "who said what when" argumentI know I was mistreated and will leave it at thatThe reason payments were late was because they would not communicate with me when I was trying to send payment, multiple timesI would like to also add that [redacted] threatened me through email after he received this complaint from Revdex.comI have attached that threat hereHe researched my identity and made outrageous claims about my personal lifeI do not want anything from Cal Vacation Homes, just for future guests to be aware of [redacted] 's behaviorThis complaint is resolved Regards, [redacted]
This Renter's claim has nothing to do with the product delivered or her experience in using the vacation rental homeThe renter has not made us aware of any complaints with the house either during her stay in the house or after her departureWe worked extensively with the Renter to find a home that would work for her group and her budget-- people for three nights with a total rental of less than $per personThis is not the sign of a business that Is '"difficult" or "impossible"' to work withAnd in fact, we have not had a Revdex.com complaint in four yearsThe Renter signed a contract and made the first of two payments required, and then failed to make her second payment in a timely mannerEnd of storyWe do not rent to people who fail to pay for the rental, pure and simple, and I don't think anyone would disagree with that policy Actually, we always go the extra mile to communicate with our guests by phone and by email multiple times If they are late with their paymentWe almost never cancel a reservation for non-payment and in this Renter's case we kept calling and emailing her (on weekdays and weekends as the emails indicate below), until she finally did make her final payment: some days lateOur communication with Renter remained cordial throughout the process, even when faced with non-payment and lack of communication The genesis of the Renter's complaint is due to her own repeated delay in paying her contractually agreed final payment for a vacation homeShe came very close to losing the vacation home due to non-paymentlt was entirely her responsibility to deliver her payment on time according to the payment schedule in the Rental Agreement We have carefully documented our dealings with this Renter and have attached the following Emails in which she apologizes for her multiple communication delays and her payment delays, which directly refute her own Revdex.com complaintAs you can see from the emails, our communications were always polite and cordial, while requesting communication from the Renter 1) December 4th Email (attached) from us to Renter stating: "I am holding your reservations for February to March so please fax back the signed Rental Agreement that I emailed to you"' on November 15th (days had passed without Renter returning the Rental Agreement signed--No Response from Renter) 2) December 17th Email (attached) from us to Renter stating: Please let me know if you are no longer coming to San Diego and I will release your dates for another group to bookI look forward to hearing from you asap(days had passed without Renter returning the Rental Agreement signed--No Response from renter) 3) December 2lst Email (attached) from us to Renter stating: "Please confirm that you received my most recent email" (No Response from Renter) 4) January 7, email (attached) from Renter to us stating: "Sorry for the delay, was in London for the past two weeks, now doing some major catch up" (Renter I now trying to explain why she failed to respond to multiple emails and phone calls that we made to her) 5) February 6, Email (attached} from us to Renter stating: I just noticed on our monthly Booking Report that we never received your final payment which was due on January 27thLet me know If your group of is still planning on comingIf your plans have changed my bookkeeper will refund your $deposit (Final Payment Not Received from Renter) 6) February 15, email (attached) from us to Renter stating: "I called and left a voicemail for you yesterday (Friday) so please call me this morning."' (No Response from Renter to Friday's Voicemail or to Saturday's Email) 7) February 16, Email (attached) from us to Renter stating: "[Renter!, I left you a voicemail message an Friday Feb14th and another very detailed Voicemail yesterday (Saturday February 15th) stating that if we do not hear from you by pm today we will need to cancel your reservation for non payment of the second half payment which was due to be received by us no later than Janusry 27th In my voicemail yesterday I stated that we cannot re-use a credit card authorization that was done for the first half payment as the first half payment was in a different amount than what is due now (2nd half plus $damage deposit and the 10.5% occupancy tax) I also emailed you yesterday (Saturday) asking you to please call me that morning (Saturday)If we do not hear from you by tonight I Will have to cancel your reservation and my bookkeeper will refund your $ credit oard deposit This is the absolute last written warning I am able to give for non-payment of the balance of your reservation which was due to be received no later than January 27th Please communicate!" 8) February 16, Email (attached) from Renter to us apologizing for her non-communication stating: "I apologize for the late responseI was traveling for a wedding over the weekend." (As of February 16th Renter still has not paid her final payment which was contractually due to be received on or before January 27th.) 9) February 21, Email (attached) from us to Renter stating: {Renter], I need to hear from you immediately if you are intending to proceed with your reservationMy bookkeeper emailed you the Final Payment Credit card Authorization this morning at 11:am and it is now after 6: pm and I have not received your email with the signed Credit Card Authorization You are arriving in less than days and I do not understand why you have not returned the Final Payment Credit Card Authorization that was sent to youI called you hour ago and left you a detailed voicemail message to reiterate that if you wished to continue with your reservation you needed to complete and return the Credit Card Authorization today (Friday) I do not have the time to do again what I did last weekend which was to leave you multiple voicemeil messages and email messages daily for you on Friday, Saturday and Sunday urging you to return my emails and callsIt seems like you choose to communicate when it is convenient rather than returning emails and phone calls as you receive them Your Final Payment was due January so your Final Payment is now days overdueIf you wish to proceed with your Reservation you need to return your Final Payment Credit Card Authorization no later than noon tomorrow or my bookkeeper will process a refund to your Credit Card of the $amount that you have paid for the 1st half payment I very much hope that you respond to our efforts to communicate with you [Us] ln reality, as the paper trail of emails bear out, Renter was non-communicative and did not make her final payment on the contractual due date of January 27th but waited until February 22nd (days prior to her arrival on February 27th) and by doing so she very nearly lost her reservationVery few vacation rental companies would have held her reservation for days after the final payment due date (from January to February 22) In two of her emails (January and February 16), Renter apologizes for her late response and her non-communication by saying she was in Europe for weeks and she was travelling going to a weddingGetting Renter to respond to simple emails and phone calls was more challenging than any guest we have dealt with during the past years and we host over guest groups each year Our contracts require full payment up to days prior to the starting rental date.Failure to make payments required under a contract is grounds for termination of the contractWe do not rent to people who do not pay for a vacation home as required under their contract Renter failed to make her required paymentsIt was only due to relentless phone calling and emalllng by us that Renter did not lose her reservationThe Renter is accurate when she states in her complaint "It ended up working out In the end." And that was due to our relentless efforts to get Renter to make her final payment Renter seemed to believe that once she had given us her credit card number, we could use it whenever we chose and for whatever amount we choseI would advise Renter to be more careful with her credit card information and to pay more attention to what she has authorized She completed a credit card authorization for her first payment, or $1,200, specifically for the first half rentalOur authorization form does not ask for permission to retain the credit card information on file, so we destroy the information once we have used it to make the single charge that is authorized To simply tell us that we can use the same credit card for the final payment is to ask us to violate our credit card agreement by retaining information in a manner that we are not entitled and then to charge for amounts in excess of the amount originally authorizedWe take our credit card agreements and responsibilities very seriously and could not just '"run the card again" as we had destroyed the credit card authorization in January and no longer had Renter's credit card numberEven sending us partial credit card information by email is insufficient as we require our form to be used to authorize a credit card payment Further, payment by credit card is not requiredWe accept personal checks, bank checks, money orders, wire transfers and payments through PaypalRenter could have made payment using any of these methods and paying with a check would not have required our involvement at allAll the payment information is contained in the rental agreement and the cover email, so Renter had all the information for making full payment when she originally received the contract and still failed to do so timely I don't know What Renter is referring to when she says, the "the month leading up to the stay caused me great heartache" Any heartache was created 100% by Renter when she chose not make her final payment by the January 27th contractual due date but instead she took another days before she finally did pay on February 22, a mere days before she arrived at the rental home
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] I do not want to continue communication with Cal Vacation Homes. I was simply just wanting others to be cautious when working with this company. I do not wish to continue a "who said what when" argument. I know I was mistreated and will leave it at that. The reason payments were late was because they would not communicate with me when I was trying to send payment, multiple times. I would like to also add that [redacted] threatened me through email after he received this complaint from Revdex.com. I have attached that threat here. He researched my identity and made outrageous claims about my personal life. I do not want anything from Cal Vacation Homes, just for future guests to be aware of [redacted]'s behavior. This complaint is resolved.
Regards,
[redacted]
This Renter's claim has nothing to do with the product delivered or her experience in using the
vacation rental home. The renter has not made us aware of any complaints with the house either
during her stay in the house or after her departure. We worked extensively with the Renter...
to
find a home that would work for her group and her budget-- 15 people for three nights with a
total rental of less than $200 per person. This is not the sign of a business that Is '"difficult" or
"impossible"' to work with. And in fact, we have not had a Revdex.com complaint in four years. The
Renter signed a contract and made the first of two payments required, and then failed to make
her second payment in a timely manner. End of story. We do not rent to people who fail to pay
for the rental, pure and simple, and I don't think anyone would disagree with that policy.
Actually, we always go the extra mile to communicate with our guests by phone and by email
multiple times If they are late with their payment. We almost never cancel a reservation for
non-payment and in this Renter's case we kept calling and emailing her (on weekdays and
weekends as the emails indicate below), until she finally did make her final payment: some 27 days
late. Our communication with Renter remained cordial throughout the process, even when faced
with non-payment and lack of communication.
The genesis of the Renter's complaint is due to her own repeated delay in paying her contractually
agreed final payment for a vacation home. She came very close to losing the vacation home due
to non-payment. lt was entirely her responsibility to deliver her payment on time according to the
payment schedule in the Rental Agreement.
We have carefully documented our dealings with this Renter and have attached the following
Emails in which she apologizes for her multiple communication delays and her payment delays,
which directly refute her own Revdex.com complaint. As you can see from the emails, our
communications were always polite and cordial, while requesting communication from the Renter.
1) December 4th Email (attached) from us to Renter stating:
"I am holding your reservations for February 27 to March 2... so please fax back the signed Rental
Agreement that I emailed to you"' on November 15th (20 days had passed without Renter
returning the Rental Agreement signed--No Response from Renter)
2) December 17th Email (attached) from us to Renter stating:
Please let me know if you are no longer coming to San Diego and I will release your dates for another
group to book. I look forward to hearing from you asap. (31 days had passed without Renter
returning the Rental Agreement signed--No Response from renter)
3) December 2lst Email (attached) from us to Renter stating:
"Please confirm that you received my most recent email. "
(No Response from Renter)
4) January 7, 2014 email (attached) from Renter to us stating:
"Sorry for the delay, 1 was in London for the past two weeks, now doing some major catch up"
(Renter I now trying to explain why she failed to respond to multiple emails and phone calls
that we made to her)
5) February 6, 2014 Email (attached} from us to Renter stating:
I just noticed on our monthly Booking Report that we never received your final payment which was due
on January 27th. Let me know If your group of 14 is still planning on coming. If your plans have
changed my bookkeeper will refund your $1200 deposit.
(Final Payment Not Received from Renter)
6) February 15, 2014 email (attached) from us to Renter stating:
"I called and left a voicemail for you yesterday (Friday) so please call me this morning."'
(No Response from Renter to Friday's Voicemail or to Saturday's Email)
7) February 16, 2014 Email (attached) from us to Renter stating:
"[Renter!,
I left you a voicemail message an Friday Feb. 14th and another very detailed Voicemail yesterday (Saturday
February 15th) stating that if we do not hear from you by 5 pm today we will need to cancel your reservation
for non payment of the second half payment which was due to be received by us no later than Janusry 27th.
In my voicemail yesterday I stated that we cannot re-use a credit card authorization that was done for the
first half payment as the first half payment was in a different amount than what is due now (2nd half plus
$1000 damage deposit and the 10.5% occupancy tax).
I also emailed you yesterday (Saturday) asking you to please call me that morning (Saturday). If we do not
hear from you by tonight I Will have to cancel your reservation and my bookkeeper will refund your $1200
credit oard deposit.
This is the absolute last written warning I am able to give for non-payment of the balance of your reservation
which was due to be received no later than January 27th.
Please communicate!"
8) February 16, 2014 Email (attached) from Renter to us apologizing for her non-communication
stating:
"I apologize for the late response. I was traveling for a wedding over the weekend."
(As of February 16th Renter still has not paid her final payment which was contractually due
to be received on or before January 27th.)
9) February 21, 2014 Email (attached) from us to Renter stating:
{Renter],
I need to hear from you immediately if you are intending to proceed with your reservation. My bookkeeper
emailed you the Final Payment Credit card Authorization this morning at 11:39 am and it is now after 6:30
pm and I have not received your email with the signed Credit Card Authorization.
You are arriving in less than 6 days and I do not understand why you have not returned the Final Payment
Credit Card Authorization that was sent to you. I called you 1 hour ago and left you a detailed voicemail
message to reiterate that if you wished to continue with your reservation you needed to complete and return
the Credit Card Authorization today (Friday).
I do not have the time to do again what I did last weekend which was to leave you multiple voicemeil
messages and email messages daily for you on Friday, Saturday and Sunday urging you to return my emails
and calls. It seems like you choose to communicate when it is convenient rather than returning emails and
phone calls as you receive them.
Your Final Payment was due January 27 so your Final Payment is now 25 days overdue. If you wish to
proceed with your Reservation you need to return your Final Payment Credit Card Authorization no later
than noon tomorrow or my bookkeeper will process a refund to your Credit Card of the $1200 amount that
you have paid for the 1st half payment.
I very much hope that you respond to our efforts to communicate with you.
[Us]
ln reality, as the paper trail of emails bear out, Renter was non-communicative and did not
make her final payment on the contractual due date of January 27th but waited until February
22nd (5 days prior to her arrival on February 27th) and by doing so she very nearly lost her
reservation. Very few vacation rental companies would have held her reservation for 27 days
after the final payment due date (from January 25 to February 22).
In two of her emails (January 7 and February 16), Renter apologizes for her late response
and her non-communication by saying she was in Europe for 2 weeks and she was travelling
going to a wedding. Getting Renter to respond to simple emails and phone calls was more
challenging than any guest we have dealt with during the past 3 years and we host over 400
guest groups each year.
Our contracts require full payment up to 60 days prior to the starting rental date.Failure to
make payments required under a contract is grounds for termination of the contract. We do
not rent to people who do not pay for a vacation home as required under their contract.
Renter failed to make her required payments. It was only due to relentless phone calling and
emalllng by us that Renter did not lose her reservation. The Renter is accurate when she
states in her complaint "It ended up working out In the end." And that was due to our relentless
efforts to get Renter to make her final payment.
Renter seemed to believe that once she had given us her credit card number, we could use it
whenever we chose and for whatever amount we chose. I would advise Renter to be more
careful with her credit card information and to pay more attention to what she has authorized.
She completed a credit card authorization for her first payment, or $1,200, specifically for the
first half rental. Our authorization form does not ask for permission to retain the credit card
information on file, so we destroy the information once we have used it to make the single
charge that is authorized.
To simply tell us that we can use the same credit card for the final payment is to ask us to
violate our credit card agreement by retaining information in a manner that we are not
entitled and then to charge for amounts in excess of the amount originally authorized. We
take our credit card agreements and responsibilities very seriously and could not just '"run the
card again" as we had destroyed the credit card authorization in January and no longer had
Renter's credit card number. Even sending us partial credit card information by email is
insufficient as we require our form to be used to authorize a credit card payment.
Further, payment by credit card is not required. We accept personal checks, bank checks,
money orders, wire transfers and payments through Paypal. Renter could have made
payment using any of these methods and paying with a check would not have required our
involvement at all. All the payment information is contained in the rental agreement and the
cover email, so Renter had all the information for making full payment when she originally
received the contract and still failed to do so timely.
I don't know What Renter is referring to when she says, the "the month leading up to the stay
caused me great heartache. " Any heartache was created 100% by Renter when she chose not
make her final payment by the January 27th contractual due date but instead she took another
27 days before she finally did pay on February 22, a mere 5 days before she arrived at the
rental home.