Dream Vacation Rentals Reviews (%countItem)
Dream Vacation Rentals Rating
Address: 1619 Periwinkle Way STE 202, Sanibel, Florida, United States, 33957-4405
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We were scheduled to rent a condo through Ryan *** and Dream Vacations for the week of April 18-25, 2020 (reservation made in October 2019). We began contacting Ryan about possibly canceling our vacation and getting a refund when it became clear that the coronavirus was shutting down the country and travel would be impossible for us (we live in Boston, the condo is in Florida). Ryan insisted that we could still stay in the condo, so canceling would mean losing all of our money. Ryan offered us a one year credit for that unit, which we explained immediately there is no way we will be able to use. We have in writing that he encouraged us to cancel so he could put the condo "back on the market" so we could recoup some of our money if it were rebooked. Of course, he never put it back on the market, and in fact later told us that the owner of the condo decided to stay there instead (she lives in New York City). We have since found out that there was an order at the end of March that all short term rentals were to be canceled due to COVID, which means that Ryan is the one who was breaking the contract, not us!
Product_Or_Service: Lodging
Refund We would like to have some resolution to this as soon as possible. We simply would like our money refunded and would like your assistance with this matter.
Our agency dealt with this incredibly difficult situation as best we possibly could in every situation. We worked with hundreds of guests to re-accommodate and provide the best information we could as the situation evolved and regulations changed almost daily. We were always upfront and honest with the guest, as we were and are with all of our guests. While hotels may be able to offer more lenient cancellation policies, vacation rentals are all privately owned rentals. We act as an agent for the owner. As such, we have to communicate with them for anything outside of standard terms and conditions. As the situation made travel difficult, if not impossible in many cases, we worked with this particular owner to offer a full credit to use within 12 months. We do understand that may not be the desired response for the guest, we feel it's a great resolution as no one could have predicted this situation. It's hard to meet the guests expectations when they only want a refund in full. While I wish we could make the guest completely satisfied, we did our absolute best. Should they not be able to travel back to the condo within 12 months of their original date of travel, we would still be happy to ask the owner about extending that time line. The point to all of this is that we are a family owned business that only thrives on providing that "Dream Vacation". While we aren't perfect, we do strive to be so. We would look forward to working with the guest and re-accommodating them at some point in the near future.
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. B. makes it sound as though he worked with us to provide a solution to the issue at hand. In fact, he simply presented the rental unit owner's preferred solution. There was no attempt at compromise at all. He states "as the situation made travel difficult...we worked with the owner". There was an Executive Order from the Governor of Florida banning rentals for our rental period. He was not allowed to rent the unit! We were not breaking our contract here. It was illegal for us to go and illegal for them to rent it. The contract was null and void. We have asked for a compromise solution to get some of our money back which we think is very fair.
We can understand that this entire situation is difficult for guests, owners and agencies. Our agency did work outside of our terms and conditions to allow for a credit to use towards a future stay. Again, this may not be the ideal resolution for this guest, however, that's what we can do and feel that it is very reasonable in this circumstance. We look forward to working with this guest and any guest moving forward. As a small, family owned agency, we work hard to provide superior service and empathy whenever things don't go exactly as planned.