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Innova Real Estate Corporation

4645 SE 11th Pl STE 102, Cape Coral, Florida, United States, 33904-9219

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Rented a house through *** with Innova for a 4 week stay, because of covid-19 had to cancel, Innova refused to give any refund.
Stay was to be March 22nd through April 18th. Booked through *** and Innova (*** property #XXXXXXX, reservation ID address XXXX XX Place, *** FL. Paid $5,740, Innova refunded $500 damage deposit and $492.43 lodging tax. *** recommended refunds due to the virus and the country wide shut down. Innova was unwilling to negotiate any refund, even kept the cleaning fee. Innova's only focus was the owner and themselves, very POOR customer service.

Desired Outcome

Due to circumstances beyond our control, I feel a refund is in order.

Innova Real Estate Corporation Response • Jun 17, 2020

The person filing this complaint knows, and it is crystal clear for any person who may inquire about this case, that Innova Real Estate has nothing to do with the decision made by the owner of the property in regards to his cancellation .

According to the policy: Guest are allowed to cancel and receive refund, if cancellation is made within specific time frame. This guest issued his cancelation outside of that "window", so he knew he was not entitle of any refund, even so he reach out to us and we (as a courtesy), forward his request to the owner of the property who also knows *** Rules and policies. After 24 hours of consideration, the owner decided to apply the guideline of the policy, and he denied the refund (backed up by *** policy).

The Guest knows he has no "practical point" to support his demand for refund on this case, even so Innova Real Estate (at the moment) offered them (as a courtesy) other ways to help like: moving his reservation to different dates or different property (among others), these recommendations were rejected by the Guest, and we had no other choice other than follow the rules (as per *** policy).

We do understand his situation, and we share the same feeling with all of those, who are passing through similar cases in these hard times, where our great nations is overcoming a terrible pandemic. We pray for all our Guest and Landlords as well as their families, we hope they are say safe and in good health, God help us all.

Customer Response • Jun 20, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
COVID 19 National Pandemic is the reason I cancelled my house rental prior to my scheduled stay on March 22, 2020. I have requested the property owner's name and phone number from ***,Innova Real Estate on June 10, 2020. As of today, June 20, 2020, I have not heard from anyone from Innova Real Estate. I have been told many times only the property owner can authorize the house rental refund. Since the property owner has my rental fee, a large amount of money, I feel I have a right to at least talk with this person I'm referring to the property owner at the time of rental, March 22-April 18, 2020 .

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Address: 4645 SE 11th Pl STE 102, Cape Coral, Florida, United States, 33904-9219

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