Marquis Rentals

When renting “sight-unseen” every client has different expectationsFor the property that the customer rented, we have never received a negative review or complaint from a previous customerWe take complaints very seriously as we are in the business of alleviating many of the horror stories you hear about when people rent “sign-unseen” – for this reason, we inspect every property prior to adding it onto our platformRegardless of the above, it is clear that the customer was not satisfied with the rental upon check-inThe customer notified Marquis, and Marquis informed the owner, as it’s at the owners discretion to either issue a refund, or an alternative solution to rectify the customers concernAttached in this response is the booking agreement that the customer signed which shows the contractual relationship between the customer and owner of the propertyMarquis solely acts as a platform whereby the transaction occursWhen speaking with the owner, the owner quickly went to the property to discuss with Karen options to rectify the situationFurthermore, any cleanliness issues were quickly addressedAs a final offer, the owner offered his 2nd property as an alternative for the remainder of the rental (the property as depicted here at [redacted] )The customer declined the owners offer and decided to stay at the property that was rentedBased on the facts as outlined above, the customer’s request for a 100% refund is unjust for the various reasons: -The owner quickly addressed the concerns, and offered his 2nd property (which would be viewed as an upgrade) whereby the customer declined-The customer elected to use the property for the entire duration of the rental period as outlined in the booking agreementEven after this unfortunate sequence of events, the owner is willing to offer a slight refund for any inconveniences encountered, but based on the customers demand for a full refund, does not indicate that the customer is attempting to be reasonable about the situation

Marquis Rentals has received the customers response regarding her dissatisfaction with the rentalIt's important to note that despite this clients dissatisfaction with the property, Marquis Rentals has received 5-star reviews from various other customers at this same propertyMarquis Rentals is not refuting the fact that there were valid issues which need to be addressedHowever, Marquis Rentals is rejecting to abide by a 100% refund request for the following reasons:-The owner quickly addressed the concerns, and offered his 2nd property (which would be viewed as an upgrade) whereby the customer declinedIf the customers position is that this alternate property was not suitable, then I'm afraid there is no settlement to obtain here as this alternate property is an extremely high-end property that goes for 2x-3x the amount that the customer paidThere has never been a complaint on this alternate property.-The customer elected to use the property for the entire duration of the rental period as outlined in the booking agreementEven after this unfortunate sequence of events, the owner is willing to offer a slight refund for any inconveniences encountered, but based on the customers demand for a full refund, does not indicate that the customer is attempting to be reasonable about the situation.Please let me know if customer is willing to be reasonable in consideration for partial settlement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Thanks for the prompt response and I am completely disappointed and devastated that Marquis Rentals does not understand the situation Also, The "icing on the cake" is the property owner did not have a permit to rent the property An officer came to the house that Friday night I was totally embarrassed! I shared that information and picture Additionally, not only were we inconvenienced and spent money fro sheets, our vacation and my birthday - ruined What do I need to do?Marquis Rentals - Property not vetted and filthy! Plus, no rental permit! Their mission statement speaks to vetting property and being trustworthy:"QUALITY COUNTSProfessionally approved properties, reliable rental depictions, and easy planning."A Mold and mushroom from tile don't happen overnight.B Pictures show the leaking toilet and rust rings on the floor Those conditions don't happen overnight.C No permit to rent the property - really?!?! I sent the picture of the citation Marquis Rentals connected me to the onsite representative *** *** *** who is an employee from Refined Cleaning and More (*** *** *** *** * * *** ** ***) On May ***, Marquis Rentals put me in touch with *** *** *** a representative from Refined Cleaning & More (website info that speaks to cleaning services) Marquis Rentals stated that *** *** would be the onsite contact From that date forward, I was in touch with *** *** regarding my arrival, arrival instructions and departure details Two weeks prior to my arrival, I noticed a change in *** ***'s tone of voice - stressed Upon my arrived on July ***, dirty bathroom mat at the front door entrance, dirt covered steps, garbage along the side of the home, an odor that smacks you in the face, trash in the pool, and *** *** with a horrified looked on her face holding a dirty paper towel in her left hand Unbelievable! *** *** stated to me and my travel consultant via phone, that she started to warn me about the property and knew from talking to me that this was not the rental for my guests and me Again, no evidence that any type of thorough cleaning was done.Website Info"Refined Cleaning & MoreHampton Homes Opening/ClosingsGet ready for the summer season with detailed openingsYou deserve a top quality cleaning serviceOur licensed and insured professionals are here to help you with any cleaning matter.Ceiling to Floor CleaningYour FREE in home consultation gives you the power to control how we help youOur trained professionals provide personalized walk trough’s to gain a better understanding of your homeWe discuss every detail of what you need and put in customized work orders for youSo your needs are always kept in mindNo one knows what you need better than youYou will work with the owner of Refined Cleaning & More for room by room personalization.We are pet friendly companyDepending on your needs, Refined Cleaning & More can clean your entire home or just a couple of roomsWe proudly service *** ** and most of Suffolk and Nassau Counties.Though services starting from high dusting and working our way downThrough top to bottom cleaning with color coded micro-fiber towels to prevent cross contaminationIncluding Hepa filter vacuuming, carpet cleaning, top to bottom dusting, bathrooms and kitchensBathrooms are cleaned top to bottom while hand washing bathroom floors.We clean for any occasionHave your home cleaned for a special occasion or on a regular basisIt's up to you, weekly, bi-weekly, or monthly cleaningsPreparing for the holidays? We can take care of the cleanings for you before and after the holidayWe also offer one time deep cleanings and post construction cleanings. VacuumingCarpet CleaningDustingBathrooms and KitchensFloors washed by handHoliday CleaningsHalf CleaningsFlexible Cleaning ProgramsProperty Maintenance Vacation Rental Slits"I paid a cleaning fee - no evidence of cleaning! Additionally, *** *** shared several excuses:A "A big group just left that is why there is so much garbage and garbage collection happens once a week."B "The pool maintenance happens once a week - he won't be back until next week." He did come back because the pool was filthy along with pool furniture broken an covered with leaves Owners Attempts - Unacceptable!A The owner did attempt to repair the broken step on the deck However, at first, he just placed a chair in front of the stairs and said, "Don't use this staircase." This shows his lack of concern for the condition of his property and his disrespect toward me - the client Also, his attempt to repair the toilet and finally said, " I can put something underneath to catch the leak and you can empty it daily Unkempt and Unacceptable rental!B The alternative property had an odor (probably mold/mildew), too The master bathroom had stains underneath toilet - the seat was raised The owner was confrontational The owner also insulted my guests and me by stating, "This Home has antiques and you must be careful what you put on the furniture." Most importantly, it did not have enough sleeping space for us! Plus, did this property have a rental permit? Unacceptable alternative!What do I do to ensure my guests and I are appropriately compensated for this horrific situation?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Marquis Rentals has received the customers response regarding her dissatisfaction with the rental. It's important to note that despite this clients dissatisfaction with the property, Marquis Rentals has received 5-star reviews from various other customers at this same property. Marquis Rentals is not refuting the fact that there were valid issues which need to be addressed. However, Marquis Rentals is rejecting to abide by a 100% refund request for the following reasons:-The owner quickly addressed the concerns, and offered his 2nd property (which would be viewed as an upgrade) whereby the customer declined. If the customers position is that this alternate property was not suitable, then I'm afraid there is no settlement to obtain here as this alternate property is an extremely high-end property that goes for 2x-3x the amount that the customer paid. There has never been a complaint on this alternate property.-The customer elected to use the property for the entire duration of the rental period as outlined in the booking agreement. Even after this unfortunate sequence of events, the owner is willing to offer a slight refund for any inconveniences encountered, but based on the customers demand for a full refund, does not indicate that the customer is attempting to be reasonable about the situation.Please let me know if customer is willing to be reasonable in consideration for partial settlement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Good Day!Thank you for taking the time to review my complaint and consider my request for a full refund.  I am not attempting to be unreasonable.  However, I would like a fair and appropriate resolution - a full refund!Unreasonable Request for Refund: 1.  If I wanted a full refund because the "reliable rental depictions" pictures showed a television in the two queen rooms and a twin room, but upon arrival there were no television in those rooms.2.  If I wanted a full refund because the "reliable rental depictions" pictures showed the steps leading to the front door as clean but when we arrived they were covered with dirt that turned into mud.3.  If I wanted a full refund because as we drove into the driveway overflowing garbage bins and garbage were covering the yard along the side of the house as well as debris and trash in swimming pool. Not to mention, the curtains in a twin room that were half on and half off the curtain rod.  The leaking toilet with multiple rust stains on the floor where the can was moved around.  Etc., etc., etc.Reasonable Request for Full Refund:1.  It was an illegal rental ( no rental permit) and Marquis Rentals states it "vets" property listings but it was not vetted!2.  The property was filthy (mold, bugs, strong unpleasant odor) and Marquis Rentals has a motto that "Quality Counts" which the property was not a quality property - conditions were deplorable!3.  The property had toxic conditions (mold) which would have been discovered through the required rental permit application process!If the appropriate, legal process was followed, my guests and I would not have been placed in the unsafe, unsanitary and unacceptable rental property.  Please see information below and attachments. Sincerely, [redacted] 
________________________________________________________________________________...⇄ Information SectionsI.  Marquis Rentals & Maple, LLC violated booking agreement!II. Alternative Property might be rented by others for more money but did not accommodate my guests!_________________________________________________________________________...⇄  Marquis Rentals/Maple, LLC violated the "booking agreement" they want to use against the claim:# 17  "No Illegal Use" & # 25 "Governing Law"A.  There was no rental permit and it is a law that requires the permit. (Attachment)B.   The state of New York has a law regarding mold and fungi growth."If you own, manage or maintain any New York State private or public property that has had a moisture intrusion event, mold growth, resident/occupant complaint, or a due diligence request you need to know if this law applies to you.  On January 1, 2016, New York State’s mold law went into effect".  # 9 " ... required by applicable law."A.  Why was there no rental permit?B.  Why were there no proper inspections that the rental permit requires?C.  Why didn't Marquis Rentals properly "vet" [redacted]. # 12 "Dangerous Materials" - tenants cannot have dangerous materials but owner can put tenants in dangerous (mold) situation?"According to the law, "mold" means any indoor multi-cellular fungi growth capable of creating toxins that can cause pulmonary, respiratory, neurological or other major illnesses after minimal exposure." # 23 "Joint Liability" - I was responsible for my guests and Marquis Rentals is responsible for the property it promotes and accepts money for!  I paid Marquis Rentals.  (Attachment)II.  Alternative Property - Offering of 2nd property is not comparing apples to apples!Please take a moment to read and consider this ...You rented a dodge van to comfortably accommodate your family of six.   After you begin your drive you immediately realized there is a problem with the van (e.g., loud rattling noise).  You contact the agency and the agency rep tells you to return the van. You return to the agency and the agency explains we are giving you an upgrade - our luxury convertible Mercedes.  Really?!?!  It's an upgrade and 3 times the cost of the van - BUT, it doesn't meet your needs!On Saturday, July [redacted] at 4 p.m., several of my guests and I left the beach earlier than planned and went to walk through the alternative property.  In my last message, I explained how I was confronted (ambushed) by the owner and how the owner stated that the "property has antiques so we would have to be extremely careful."  After that statement and everything I was dealing with (e.g., lack of integrity and no trust), I felt that statement was also a threat/set-up to lose my 1K security deposit.  My guests and I were already uncomfortable!  But, we were supposed to squeeze into a house with one less bedroom and a smaller master bedroom that didn't include a full size sleeper sofa in addition to the king bed.  So, four of my guests would be without beds  - not acceptable!  Therefore, we decided to get additional cleaning supplies and clean versus spending more money on linens, blankets, etc.  During our Saturday night cleaning at [redacted]. that is when we discovered mold and mushrooms!!!  - Electing to stay - no choice!During the summer, The Hamptons villages are extremely popular  - we didn't have many choices.  Plus, many plans changed (e.g., No poolside grilling - grill cover was filthy and we didn't want to touch it!  Pool furniture dirty and broken, etc.).  So much time and money - wasted!  We didn't want to waste anymore time or money trying to fix something that was very, very wrong!  We had to suffer through the nightmarish situation at [redacted]. in Southampton, NY.This was easily a 25K trip (i.e., travel expenses, food, purchasing cleaning supplies, linens, etc.) that was ruined!   The requested refund is a small portion of the overall expense of this disastrous, long weekend at [redacted]., Southampton, NY!If Home Away from Home (Expedia), Marquis Rentals, Refined Cleaning and More truly vetted the property - the property would not have been offered as a rental.  Someone dropped the ball which resulted in a stressful and tension filled stay.  We were not given an opportunity to experience an enjoyable, relaxing vacation and celebration because we were truly misled (and mistreated) by all parties involved!!!Note:  I have more pictures that I cannot add.  What should I do to add those pictures?
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]