D & M Enterprises

I am sorry *** feels we have unethical business practices We are a small family business and pride ourselves on honesty and have NEVER had a complaint Here is what happened in chronological order (all times are PST:
12/15/at 3:pm: ***
submitted an inquiry email via HomeAway Vacation rental site
12/15/at 3:pm: We INSTANTLY replied to his inquiry with a quote for his dates In this email there is a link for travelers to BOOK INSTANTLY QUOTES are only VALID for hours12/16/at 10:am: I replied to his additional questions regarding beds12/16/at 5:pm : OUR RATES were updated in our reservation system for this and several other properties; Our reservation system has built in algorithms to change rates according to certain criteria we have built in or enter, including but not limited to SEASON, HOLIDAYS, OCCUPANCY, YEARLY INCREASES, etc In the travel industry, this is called DYNAMIC or YIELD Pricing, and is the same strategy and technology that hotels and airlines use, as well as many Vacation Rental owners and property managers Furthermore, we also update rates per owners requests Quotes are valid for hours and this is posted on our website and property listing: "***Prices are subject to changeSeason and Holiday rates may applyQuotes are valid for hours***"
12/17/at 6:15:am: *** sent a reply back saying he wanted to reserve the property, but noticed the rates had changed12/17/at 8:am: *** submitted a reservation request; By the time he submitted his reservation (hours after his initial inquiry) rates had changed, so the system provided him the updated rates
12/17/at 8:am: *** sent an email asking for someone to call him due to the change in rates on his RESERVATION SUBMISSION
12/17/at 10:am: I replied to him letting him know we would look into everything and get back with him(he left voicemails and couple emails)
12/18/at 12:pm: I replied to him with the email he provided in his complaint explaining to him everything I apologize it took me hours to research this issue and reply back to himWe are a small company and my assistant was on vacation I was in a training seminar all day 12/17/14, so was able to research it the following morning
As you can see, we were VERY quick to reply to him on ALL his communications, starting from an instant quotes and LINK TO BOOK instantly He could have easily booked on 12/AND 12/and received the rates initially quotedUnfortunately, by the time he booked his reservation, the rates had changed for SUMMER
We NEVER processed or charged his credit card Reservations are NOT confirmed until credit cards are processed Rates NEVER change once a credit card is processed and reservation 100% confirmedIf he booked his reservation on 12/or 12/16, then the $*** rates would have been honored
We are a very ethical, honest, hard working couple This is my and my husband's company We are not a large property management company and take much pride in our business I sincerely apologize that *** felt slighted Hopefully this helps provide further context to what happened and help him understand we didn't intentionally manipulate him or his rates We have to do what the owners request for their properties we manage If the owner says "summer rates are $***", then we update rates and build the algorithms accordingly I hope *** understands we are committed to both guests and our owners and do our very best to support everyone's needs
Attached are several documents that show the above communications and email chainsSincerely,
***

Review: I requested a price quote for a home vacation rental in San Diego on Dec 15th. I received a prompt response back and a quote the next morning by email. They stated the property was available and quoted me $[redacted]. As instructed I log into their website and booked the property. To my surprise when I checked out the price went to $[redacted]. I immediately called and emailed them. No response. The next day I did the same...and finally I received an email stating someone would contact me that day to clear up the discrepancy in the price. Again no response that day. I finally received the following email on Dec 18th three days after my initial request. As you can see from this company's response their business practices are questionable and are not very ethical when it come to honoring their quotes especially within a 24 hr period. Their poor cus[redacted]er service is going to be their own issue however I believe consumers should be aware of their bait and switch tactics. Lastly accepting someone credit card information and not responding in a timely fashion regarding questions regarding its use or terms is a very poor business practice.

Here is their response after 3 days:

HI [redacted],

Sorry for the delayed reply. I wanted to get back to you right away. Our quotes are not guaranteed pricing. We have a sophisticated reservation software that rates change, sometimes daily, au[redacted]atically like hotels. Additionally, this is a brand-new listing, so you may have submitted an inquiry prior to all the rates being pushed out to the vacation rental sites. $[redacted]/night is the low season rate. $[redacted] is the holiday & high season rate.

I apologize for the confusion, but the rates below are correct. We have NOT processed your reservation request or credit card. All reservations are subject to approval first before finalizing. Once the credit card is processed, then your reservation (and rates) are confirmed. This is standard process for most owners.

Let me know if you would like me to cancel the reservation request. As I mentioned, we have not charged your credit card yet.

Thanks for your interest in our home and understanding.

Warmest Regards, [redacted] (owner)

San Diego's Premier Vacation Rental Co.

Toll Free | [redacted] Web | www.rentalwithaview.comDesired Settlement: I would like to hear an honest explanation that does not insults my intelligence. I do not want to hear a story about a sophisticated computer system with a mind of its own. Maybe a phone call with the truth would have be sufficed.

Business

Response:

I am sorry [redacted] feels we have unethical business practices. We are a small family business and pride ourselves on honesty and have NEVER had a complaint. Here is what happened in chronological order (all times are PST: