Lavish Getaways

At this point there is nothing we can do for this guest They have already been in touch with the owner directly so I am not sure why they are coming back to us Here is last communication from the owner to the guest "We take these claims very seriously and our guest satisfaction is our highest priority During the course of your stay, we took your word and offered you a $rebate and champagne based upon the problems you said you experienced even though no other guests have ever experienced what you articulated" Our cleaning/setup crew and property manager go through an extensive point checklist prior to every guest's arrival to ensure nothing is taken for grantedThis is supported by the overwhelmingly positive previous reviews After you reported an unprecedented 5-maintenance claims during your stay, it gave us pause but we were more than willing to accommodate your request for an inconvenience rebate Hundreds of dollars were spent sending multiple repair crews during your stay and none of them could substantiate your maintenance claims On your last day you submitted a slip and fall claim and declined the rebate offer and wanted to file an insurance claimThis is when it was decided to review the security tapes and interview the service providers whereupon multiple discrepancies to your reports were uncoveredAfter explaining the findings to you and receiving over calls from different phone numbers that unfortunately had to be blocked, it was decided to politely cutoff contact The property has had over figures in upgrades and enhancements and has the highest quality craftsmanship and maintenance standards We are sincerely disappointed that your stay did not exceed expectations – that is our goal for all guests Mahalo"

We have been working with the guestThere has continued to be an issue with a skylight in the homeWe have had a few repairmen to address the leak and are still working on this issueAfter reviewing the photos, and speaking with the caretaker, there was no mold in the window sills, it was dirtMost of the items that the guest has complained about are being addressedAdvertising has been clarified to state home is behind another homeWe take these complaints seriously and want our tenants to have a safe environment to stay in

Complaint: [redacted] I am rejecting this response because: On Jan 3,2018, David M [redacted] started to email me the next day throughout the night demanding the refund and started to threaten us with formal complaint, with the Revdex.com, County of Hawaii and small claims court I had already filed my complaint the Revdex.com the day before I got his email The owner had received many emails on his personal emails and also had many many calls at his place of work since Oct since the cancellation was done Because they refuse to accept our cancellation policy by management they have been harassing both our company and owner with all means necessary in all hours of the night and dayThe fact they they were demanding 1099's as early October is very suspicious and why are they asking for a 1099? All the Listing companies we we advertise with sent us a NOT the other way aroundHis excuse stating any payout over $demands us to provide a is illegalWe have never signed nor agreed to these terms from this company when we listed with them I already told him that we would talk to the owner and talk to our legal counselor about any refunds and also harassment chargesYet , he still demands it all had to paid by Jan5, with days of his email.I have enclosed some of our email correspondence and have more if needed Sincerely, [redacted]

We received news from the resort that damage had occured after the [redacted] party had checked out of the units they had rentedThe manager of the resort filled out a damage report and included photos of the damagePer the agreement, that the guest signed, the following language is included in the contract."Though deep cleaning is not required guests are asked to pick up all trash and leave the home in an orderly fashion as to minimize the work of the caretaking staffIf the property is left in an dirty state and/or extra cleaning is required you may be charged a fine to cover the cost of the additional cleaning." I have included the damage report from the resort describing the damageGuest spoke with manager at the resort and we had communications with guest via emails to see what guests story was regarding the damage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe address to receive the check from the business owner is [redacted] ***Look forward to receive this payment and thanks for your help during this process Sincerely, [redacted]

Please note that this complaint should not be against Lavish Getaways Lavish Getaways is a listing site and property owners are the ultimate decision makers for their homes According to the complaint "the owner's did offer us two bottles of champagne and $for the hassle we endured which we refused” Thanks,Devin

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The address to receive the check from the business owner is [redacted] ***Look forward to receive this payment and thanks for your help during this process Sincerely, [redacted]

Aloha ***,It was nice visiting with you on the phone the other day As I mentioned on the phone, we are just the listing site for this property and not the manager I have discussed your issues with the property owner Unfortunately he does not agree with with the claim and feels his [redacted] was is great conditionHowever, I am personally willing to step in and compensate you our full commission for any inconvenience you may have experiencedWe may 10% of your totally nighty rate before taxes and fees totally $ So I would be happy to send you a check for $ Again, I apologies for any inconvenience you experienced while on islandMahalo,Devin

Aloha, I am sorry that you felt like the house was in poor condition [redacted] is a listing site where property owners post their properties, similar to *** We make every effort to make property owners list the correct info on our site I apologies if you experienced some issues with construction materials in the laundry room I would like to offer you a discounted stay on you next trip to Hawaii I would be happy to personally help you find a property that fits your needs and will make sure to get you a discounted rate on your rental to make up for any inconvenience you may have experienced on your last tripMahalo,

Thank you for your emailAfter many weeks, emails, phone calls, etcit's really frustrating to see your business approach into this solutionAs a management property company you have a responsibility to deliver the product that you promote and sell online and to compensate your customers properly if that service is not provided as advertised, which is clearly the case based on the proof, pictures and information shared on my reportI'm not planning any future trip to Hawaii and I simply want a reimbursement on my payment as previously requestedPlease let me know if your company will honor this reimbursement and we can discuss next steps Best, Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Dear ***,We sincerely apologise for the frustration of your stay at the home for your vacationWe rely on our caretakers and cleaners to fulfill their responsibilitiesAs a marketing company, we have charged these people to care for the home on behalf of our owner.They are to follow up with any items that are a problem when a guest checks out and ensure that they are attended to prior to another guest arriving.As far as the many issues you have brought to our attention, they are being addressed or have been repairedIt is out of our hands to give a refundOur owners make the final say on giving refundsThe owner believed that the caretaker had responded to your complaints and took care of what you wanted during your stay

Aloha,
I am sorry that you felt like the house was in poor condition *** is a listing site where property owners post their properties, similar to *** We make every effort to make property owners list the correct info on our site I apologies if you
experienced some issues with construction materials in the laundry room
I would like to offer you a discounted stay on you next trip to Hawaii I would be happy to personally help you find a property that fits your needs and will make sure to get you a discounted rate on your rental to make up for any inconvenience you may have experienced on your last trip
Mahalo,

The message I got just said they were rejecting the response, but didn't say any more

Please note that this complaint should not be against Lavish Getaways Lavish Getaways is a listing site and property owners are the ultimate decision makers for their homes. According to the complaint "the owner's did offer us two bottles of
champagne and $for the hassle we endured which we refused”
Thanks,
Devin

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The contract that I signed is with this active business licenseThere is no active business license for the property owner in the state of HawaiiMy complaint is valid

This property owner / manager has been unwilling to honor there cancelation policy Please review their complaint and you will see she states that a 90day notice is required to receive a refund She states that notice was give on October 5th and the booking starts January 4th
If you calculate the number of days between October 5th and January 4th you will see the its more than 90days Please note that October and December have 31days the month We have been trying to contact this manager for a refund with little to no success I sent a formal demand on 1/3/letting them know that a refund would need to be made by January 5th, or I would be moving forward with a formal complaint to the Revdex.com, Hawaii County, as well as filing a formal law suit (This email is attached for your review) Her complaint to the Revdex.com is simply just trying to beat me to the punch There has been no harassment, just simply trying to get ahold of the manager / owner to collect our refund This manger states that the guest paid her directly for the rental, which is false We paid for the rental from our bank account though bill.com She is more than welcome to issue the refund the original payment mention and account if this is a concern of hers We have a full record all communication, including payment records etc I am not sure why this manager will simply not honor their cancelation policy and issue our refund This issue is simply not going to go away and we will be proceeding our formal complain on January 7th as stated in my email Thanks,Devin

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
The contract that I signed is with this active business licenseThere is no active business license for the property owner in the state of HawaiiMy complaint is valid

Here's the receipt for our stayKeep in mind that the email address associated with this payment is for a fellow house guestShe paid for the stay and we each individually gave her funds. She is/was a registered guest on the list that we provided to Lavish

The resolution that we are seeking is for reimbursement of part of our stay as well as insurance information I'm not sure how to make it more clear.Also, the email that is referenced in the response was never sent to my email address I'm not sure who it was sent to because the communication in this thread is the first time I've seen it Either way it doesn't change the complaint or my request.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Aloha ***, On Jan 3rd, I told Devin M*** to allow us more days to review the refund issueWe have refunded the deposit as you can see in the attached email today, I had to get authorization from the owner and had to do a as to where and when the money was deposited and not simply just mail them a check as they requested and not in a day periodThey did not supply this information to me when requesting a refund or proof.I am still lodging my complaint against them for harassment as you can plainly see from the many emails they have send to us and numerous calls we received both the owner at *** and his personal work space in ***. Mahalo again,*** ***