Lake Travis Team - RE/MAX Austin Associates

We have been in business for years and have never received a Revdex.com complain from a customer We do have numerous star reviews on sites like Yelp and Trip Advisor Our company has a check in policy that requires a guest to arrive between 3:p.mand p.mso that we can walk the property with the guest and familiarize them with the property This gives us the chance to address any concerns our guest may have On this occasion, the Rental was moved to an alternate Villa because it was not cleaned in time for check inThis occasionally occurs on busy weekendsWe tried several times to reach the guest with no success to alert them of the change The guest arrived after midnight and alerted us of their concern during the business hours the next day We were able to move her promptly to a suitable replacement We had every intention of refunding a portion of the rental charges, not for a mistake that was made but simply because the guest was inconvenienced and we generally do what we can do to spread good willFollowing check out, we observed that each of the Villas had been left in extremely poor condition, check out procedures had not been followed, and an owner’s closet had been broken in to At this point our business decision was not to refund a full night’s stay but we did refund a portion, equal to the cleaning fee While we strive to offer a great experience that allows traveler’s to stay in someone’s personal second home for a reasonable fee, Vacation Rentals are not for everyone - [redacted] ***

We have been in business for years and have never received a Revdex.com complain from a customer. We do have numerous star reviews on sites like Yelp and Trip Advisor
"margin-bottom: 0.0001pt;"> Our company has a check in policy that requires a guest to arrive between 3:p.mand p.mso that we can walk the property with the guest and familiarize them with the property. This gives us the chance to address any concerns our guest may have On this occasion, the Rental was moved to an alternate Villa because it was not cleaned in time for check inThis occasionally occurs on busy weekendsWe tried several times to reach the guest with no success to alert them of the change The guest arrived after midnight and alerted us of their concern during the business hours the next day. We were able to move her promptly to a suitable replacement We had every intention of refunding a portion of the rental charges, not for a mistake that was made but simply because the guest was inconvenienced and we generally do what we can do to spread good willFollowing check out, we observed that each of the Villas had been left in extremely poor condition, check out procedures had not been followed, and an owner's closet had been broken in to. At this point our business decision was not to refund a full night's stay but we did refund a portion, equal to the cleaning fee While we strive to offer a great experience that allows traveler's to stay in someone's personal second home for a reasonable fee, Vacation Rentals are not for everyone. -[redacted]

From: [redacted]] Sent: Friday, February 20, 2015 11:13 AMTo: infoSubject: [redacted]
 
 Good morning, sorry for the delay but I was having difficulty opening the email. Thank you so much for your help. I read the response from the Business and they did not offer a proper response. They only stated that they already gave me a partial refund when they initially offered more. I am also very upset that instead of accepting responsibility for the condition of there room they chose to place blame on me for checking in after hours and then said that I was at fault for leaving both rooms in poor conditions. At this point the issue is unresolved and they have not held up there end of the agreement by refunding me one night's stay ($280). Thanks again for all your help