Dear P***,We appreciate your feedback regarding our vacation rental Waters EdgeWe take pride in our vacation rentals as well as our customer service, and we are very sorry that you did not have a good experience with usWe are an extremely reputable company, which is why we are taking the time to write our response below:We rented a vacation property from Paradise Retreats (an extremely high end rental firm) for days for almost $6,based on their web site advertisement and multiple follow up phone calls to ensure we were getting what it statedChecking all their background, reputation and feedbacks, we felt assured that we were dealing with a reputable companyAs we stated before, we are an extremely reputable company and take all of our vacation rentals seriouslyWe are the largest and best company in the Santa Barbara area, and we take pride in customer service, timely responses, and catering to our guests and homeowners.Upon arrival, it was obvious this was a clear bait and switch as most all of the vital furniture and amenities were removed, broken or missingMultiple calls and emails to Paradise Retreats went silent and no one returned a single call until hours before we left and their representative stated how sorry they were that the "ball was dropped" on this particular property and us.Even before P***’s arrival, we knew that she was someone who was in the “Mediator” businessShe emailed our Reservation Specialist Staff asking them “what time she should click to ‘book now” button on our website in order to reserve the property and “assuming and hoping it doesn’t get booked”.She also contacted our Reservation Specialist Staff multiple times by email asking for specifics about the parking situation on the street nearby the propertyWe informed her that we could not guarantee street parking, but that there is usually street parking available near that homeP [redacted] insisted that we modify the Reservation Agreement to address her needs of guaranteeing street parking, and we informed her that we could not do so as we could not “guarantee” that street parking would be available for her useP [redacted] then proceeded to agree to our terms and book the property, but a few days later decided she needed a larger space for her group and wanted to rent propertiesShe confirmed in writing that she wanted us to cancel her reservationShe then called our Reservation Specialist Staff on June 30th and requested to book Waters Edge for the same dates of July - 10, 2016, just a week prior to her arrival dateAfter we reserved the dates for her again, she asked our Reservation Specialist Staff questions regarding the street parking again, and we told her the same information we had previously told her - that we cannot modify the agreement because we cannot guarantee that street parking will be available during her stayP [redacted] agreed that responded to our statement regarding not being able to modify the agreement, and she even expressed herself by saying “Thank you again for being so wonderful.” to our Reservation Specialist Staff on June 30, 2016.On Friday, July at 12:am, P [redacted] emailed her first email regarding the “issues” she had with the property.K***, our one of our Property Services Coordinators, spoke with P [redacted] multiple times over the course of Saturday, July K [redacted] called and emailed P [redacted] to let her know she was sending a Property Services Specialist over to the property to see what items we could help with during her 3-night stayEnrique, the Property Services Specialist, spent quite a bit of time at the propertyAs soon as our Property Services Department spoke with P***, they attempted to address them as quickly and as best as they couldUnfortunately some of the items P [redacted] wanted fixed during her stay required extra attention from a professionalK [redacted] discussed with the homeowner bringing over extra furniture from another property, but P [redacted] did not want that as an optionSo the fact that P [redacted] said no one responded to her emails/phone calls is entirely falseThis was NOT a bait and switch situation at allWe would never do that to any guest/client.The house was filthy dirty, bug ridden (even on the silverware and in the drawers, dead plants everywhere), the most vital luxurious patio furniture was removed as was the "sitting room" in the master BRI rented this for of my family members to attend a weddingThere was nowhere to sit outside but a broken down set for This house was $per day and depicted "Resort Style Ambiance" and was nowhere near or close to itAlso stated that all brand new appliances (truth is they are all many many years old and broken), house was filthy (although they charged a non-refundable $cleaning fee)The fireplace and beautiful fountain was inoperable (major points in this house) and all (but 1) lights outside non workingThey advertise that they take customer service very seriously, but no one has contacted me during our stay to explain or helpThis is completely and entirely false, and we have emails and phone logs to prove that multiple people spoke with P [redacted] during her stayThere are photos and items listed online that are not exactly what the house has to offer, and for this we apologizeWe did not know that the owner had removed the Meade telescope.This is why we offered P [redacted] a 10% discount, which she refused to acceptThe issue with the outside lights was a wiring issue and required an electrician, and P [redacted] told K [redacted] about it on Saturday evening AFTER both Frederic and Enrique has been thereP [redacted] then said not to bother trying to get an electrician outShe also said not to bother with bringing the extra patio furniture, as they were only going to be there for one more nightWe agreed to discount P [redacted] appropriately, but again, she declined our offer.The "manager" met with me as I drove back there days later (when he agreed to meet) and was so apologetic and said he would do whatever he could to make this right for me and would contact me after he spoke to the homeowner (his client) who they entrusted the home with and who left the place in this horrible condition without telling anyone.J [redacted] , Property Services Manger, met with P [redacted] on July 12, 2016, and informed her that he would be reaching out to the homeowner regarding a refund/discount for the issues she encountered during her stay.Sincerely,J [redacted] , Property Services ManagerT [redacted] , Guest Relations Manager
Complaint: I am rejecting this response because:The business has yet to provide proof that they did any of what they said they did.They did not contact meThey did not offer furniture of any kind and I declined (please provide proof)Of the only documented response from the business is an email I received (I have forwarded that to Revdex.com) in which K [redacted] states that she is sorry, but it was too late to get the furniture to the home before our departure (the next morning at 10:00AM).No one came to fix anything, these are lies.One or two bugs we can handleThis was not the case in this houseit it also utterly untrue that guests have stayed at that home since I have been thereAnd without the furnitureThe business is trying to convey this is all about a Meade telescope, in which it is notThey are diverting and not answering the basics of the complaintI formally request that this be advanced to mediation and /or arbitration through Revdex.com as I don't believe the Business is being truthful and can bring forth evidence to back up what they are sayingProof that I declined the furnitureThat they were in constant contact with me (proof?) and that items were fixed or repairedI was never addressed, and K***'s email proves that I, as well as the home was neglected Regards, P [redacted]
Complaint: I am rejecting this response because: I formally reject the response from the business because:The response from Paradise Retreats is full of contradictions and obfuscations and includes no attachments to substantiate their claims.The beginning of Paradise Retreats response doesn't make any sense and does not address the complaint.They state that I called to inquire about the home at Water's Edge multiple times but wanted them to "guarantee street parking"This is proven to be a lie as I have emails stating such and have attached screen shots of those emailsI never once demanded a guarantee that street parking be available to me.I was indeed asking them to remove from the lease a line that states "street parking is strictly forbidden"My emails to Paradise Retreats and my initial canceling of the reservation was because of the forbidden street parking in the lease agreement.When I called back and inquired that "how can you forbid people from parking on a public street? The representative from Paradise Retreats relented and agreed but said that they couldn't guarantee street parkingI never asked them to guarantee it, however, the lease states that any violation is a forfeiture of your entire security deposit ($2500) for violating thatA landlord cannot forbid or prevent a tenant from parking on public propertyThe enclosed (attached) email states the above as well as a copy of their lease agreement, which by the way Paradise Retreats still refused to remove or modify this forbearance in their lease as I requested, but I was satisfied with an email from their representative stating that street parking was allowed as they clearly state in the lease that only two cars are allowed.I don't know how they expect a group of to stay at one of their homes to arrive, luggage and all in only two cars.The representative from Paradise Retreats in this response is trying to divert attention away from the important issues at the base of this complaintThat they dropped the ball on this rental and that they did not pre-check the condition of this property prior to our arrival and that there is a clear bait and switch with regard to the vital furniture that is depicted on their own web site and what was actually in the house when we arrived.Nor did they address the filthy house, dead plants or the bugs.MrB [redacted] told me when we met at the property two days after our departure that they would have never rented out this house in the condition that it was in and that they trusted the homeowner to keep it in the condition it was when they took the pictures for the web site years earlierFurther:It is utterly untrue that multiple people spoke to me during my stay.I received one phone call only, just one, and it was hours before our departure.Paradise Retreats response states that they have "multiple phone logs and emails" that they were in contact with meI would be interested in viewing these logs and emails as no one ever contacted me until Saturday afternoon (about hours before we were to leave) and remember that of those would be sleeping and Saturday at 4:was the wedding we were attending.Even in my emails to Paradise Retreats throughout my stay, in each and every one of them I am begging for someone to contact meWhy would I do that if they were in constant contact with me? Why are there no return emails verifying what MrB [redacted] claims?I received one phone call and one phone call only on Saturday afternoon from K***.I never once refused furnitureIt was K [redacted] who stated in her email and phone conversation this Saturday afternoon that she "would not be able to get me those things during our stay." See the enclosed email from K***Which impugns what MrB [redacted] so clearly lied to Revdex.com in his response.Note: the furniture that was removed was a very large outdoor sectional, two chaise lounge chairs, the "sitting room" in the master bedroom, a yellow and white chair in the den off the kitchen, a Meade telescope and all the rugs from every single room in the houseAll of my photographs I included in my complaint reflect this.In addition to these missing items were vital broken items that were not fix or checked on before our arrival, as stated by Paradise Retreats, no one checked on this home or us before or during our stayThe fireplace and fountain and outdoor lights were inoperable and no one fixed them during our stayThese are not minimal things, they were the focal points for renting this property, especially for our large group.F [redacted] and E [redacted] arrived unannounced at the home (once each) from a prompting from my desperate emails (not once did I receive a phone call or an email until hours before we left)They were both very nice but stated that their hands are tied as they are handymen and don't work full time for Paradise RetreatsI would like to see Paradise Retreats phone logs and emails to me prior to this as they have stated to Revdex.com in their response.Fredrico did arrive on Friday to try and fix the fireplace, the fountain and lights outside and tried for hours to find the missing furnitureNote that this took hours of our precious vacation time working with him and staying at the house to make sure these things were done and not leave our belongings alone.Fredirico stated that he couldn't fix either the fireplace nor the fountain or lights and drove back and forth to the office to try and find the key to the garage thinking that the missing furniture and other items were inside and could not find the keyHe did uncover and clean some old furniture outside in hopes that we could sit on it to eat.He stated that he would send out a professional to look at the fireplace and the pond/fountain, but no one ever called or came back to fix those itemsEver.He did go out and put together for us a tar removal kit (which consisted of face cloths in baggies and a bottle of Goo Gone inside a plastic shoe box) note there are guest, so we each had to share a face cloth.After the flooding on Friday night late, I sent another email begging for someone to call me or address these issuesI was mortified and embarrassed.No one called or came over until Saturday afternoon and with no warning phone call, E [redacted] was in the home when we returned from a nail appointmentNo call was made to alert me of this as all of our belongings, purses, passports, electronic devices were in the home when he enteredI have no idea how long he was there, but after our return to the home, he stayed only another minutes stating since we were leaving in the morning, he would wait to repair the leak until we were goneIn [redacted] B [redacted] reply to the Revdex.com, he states that I was offered a 10% discount for the missing Meade TelescopeThat's how it readsThere isn't a mention of all the missing items, furniture, rugsNor does he address the filthy home, dead plants, brown grass, stagnant water fountain water, bugs everywhereNor does he address why no one came and checked on this home prior to our arrival, as K [redacted] profusely apologizes for in her email to me on Saturday afternoon, stating that "they dropped the ball on our stay"? Please note that I paid a non-refundable cleaning fee of $AND a "booking fee" of almost $Both utterly unearnedThose two fees alone are more than the 10% offensive offerAnd I had to clean the house, all dishes and silverware had to be run through the dishwasher, bugs on the silverware in the drawers, spider webs everywhere, etcI had included in my complaint all of my emails and the one from K [redacted] from Paradise Retreats that reflects what I have said aboveI hope that Paradise Retreats is compelled to substantiate their claims that I spoke to multiple people from Paradise retreatsE [redacted] , whom Paradise Retreats calls a "Property Service Specialist" called himself an independent contracted plumber to usI would like to see the payroll log for this "Specialist" because he told us he's a plumber and was called last minute on Saturday to come and fix the flood we had from the night before.In closing:Paradise retreats owes us an admission to the truth, a sincere apology versus obfuscations and a fair offer that reflects the true nature of their bait and switch, advertising of this property and how we were mismanaged and treated during our crucial extended family vacationRevdex.com should be aware that Paradise Retreats still advertises this property for rent on their web site and at no time after our departure have they modified it or taken the property downThereby subjecting another uninformed potential renter to this fraud Regards, P [redacted]
Dear Revdex.com, *** M*** rented Waters Edge for nights, July - 10. When MsM*** reported that the property was "in significantly worse condition" than we advertised, she was referring to: 1) The outdoor furniture that had been removed from the property by the homeowner 2) The telescope that had also been removed from the property by the homeowner 3) Outdoor lighting not working 4) Fountain was inoperable 5) Fireplace was inoperable 6) The property was dirty and infested with bugs 7) Dishwasher leak/water overflowing As a company, we did the following to remedy the issues she reported: 1) Offered to bring alternate outdoor furniture to the property, but MsM*** declined our offer 2) Apologized to MsM*** regarding our lack of knowledge on the missing telescope 3) Sent a Property Services Specialist to the property to attempt to fix the lighting and found out it required an electrician's workMsM*** informed us to not bother sending an electrician at that time 4) The homeowner did not want the fountain running because of the drought conditions 5) The homeowner did not want the fireplace operable because of the dry conditions. 6) It is possible that a bug or two had inhabited while the property was vacant, and our housekeepers did not get rid of itFor this we apologizeIt is summer, and if you have the doors open, there is bound to be a bug or two inside the houseThis is part of the reason why we offered the 10% discount 7) Enrique fixed it on Sunday 7/10, when she notified Kiley, Property Services Coordinator, of a leak coming from it when the guest put in a load of dishes After our repeated efforts, MsM*** remained dissatisfied. When, despite our best efforts, we are unable to appease a guest completely, we will offer a discount on the rental (with our property owner's approval). This owner approved a 10% discount to MsM*** on her rental which we applied to her reservation As an important aside, we have had guests occupy the same property (with no material changes to the items that MsM*** reported), and every one of those guests have been satisfied with the property and have not made any complaints Paradise Retreats has been providing luxury vacation rentals to the Santa Barbara area for the past yearsWe are a full service management company with honest, loyal, and hard-working individuals who want the best for each and every one of our guests. Please contact us with any further questions or clarifications Sincerely, The Paradise Retreats Management Team Paradise Retreats World Class Vacation Rentals, LLC
Complaint: 11593530
I am rejecting this response because:
I formally reject the response from the business because:The response from Paradise Retreats is full of contradictions and obfuscations and includes no attachments to substantiate their claims.The beginning of Paradise Retreats response doesn't make any sense and does not address the complaint.They state that I called to inquire about the home at Water's Edge multiple times but wanted them to "guarantee street parking". This is proven to be a lie as I have emails stating such and have attached screen shots of those emails. I never once demanded a guarantee that street parking be available to me.I was indeed asking them to remove from the lease a line that states "street parking is strictly forbidden". My emails to Paradise Retreats and my initial canceling of the reservation was because of the forbidden street parking in the lease agreement.When I called back and inquired that "how can you forbid people from parking on a public street? The representative from Paradise Retreats relented and agreed but said that they couldn't guarantee street parking. I never asked them to guarantee it, however, the lease states that any violation is a forfeiture of your entire security deposit ($2500) for violating that. A landlord cannot forbid or prevent a tenant from parking on public property. The enclosed (attached) email states the above as well as a copy of their lease agreement, which by the way Paradise Retreats still refused to remove or modify this forbearance in their lease as I requested, but I was satisfied with an email from their representative stating that street parking was allowed as they clearly state in the lease that only two cars are allowed.I don't know how they expect a group of 10 to stay at one of their homes to arrive, luggage and all in only two cars.The representative from Paradise Retreats in this response is trying to divert attention away from the important issues at the base of this complaint. That they dropped the ball on this rental and that they did not pre-check the condition of this property prior to our arrival and that there is a clear bait and switch with regard to the vital furniture that is depicted on their own web site and what was actually in the house when we arrived.Nor did they address the filthy house, dead plants or the bugs.Mr. B[redacted] told me when we met at the property two days after our departure that they would have never rented out this house in the condition that it was in and that they trusted the homeowner to keep it in the condition it was when they took the pictures for the web site years earlier. Further:It is utterly untrue that multiple people spoke to me during my stay.I received one phone call only, just one, and it was hours before our departure.Paradise Retreats response states that they have "multiple phone logs and emails" that they were in contact with me. I would be interested in viewing these logs and emails as no one ever contacted me until Saturday afternoon (about 15 hours before we were to leave) and remember that 8 of those would be sleeping and Saturday at 4:30 was the wedding we were attending.Even in my emails to Paradise Retreats throughout my stay, in each and every one of them I am begging for someone to contact me. Why would I do that if they were in constant contact with me? Why are there no return emails verifying what Mr. B[redacted] claims?I received one phone call and one phone call only on Saturday afternoon from K[redacted].I never once refused furniture. It was K[redacted] who stated in her email and phone conversation this Saturday afternoon that she "would not be able to get me those things during our stay." See the enclosed email from K[redacted]. Which impugns what Mr. B[redacted] so clearly lied to Revdex.com in his response.Note: the furniture that was removed was a very large outdoor sectional, two chaise lounge chairs, the "sitting room" in the master bedroom, a yellow and white chair in the den off the kitchen, a Meade telescope and all the rugs from every single room in the house. All of my photographs I included in my complaint reflect this.In addition to these missing items were vital broken items that were not fix or checked on before our arrival, as stated by Paradise Retreats, no one checked on this home or us before or during our stay. The fireplace and fountain and outdoor lights were inoperable and no one fixed them during our stay. These are not minimal things, they were the focal points for renting this property, especially for our large group.F[redacted] and E[redacted] arrived unannounced at the home (once each) from a prompting from my desperate emails (not once did I receive a phone call or an email until hours before we left). They were both very nice but stated that their hands are tied as they are handymen and don't work full time for Paradise Retreats. I would like to see Paradise Retreats phone logs and emails to me prior to this as they have stated to Revdex.com in their response.Fredrico did arrive on Friday to try and fix the fireplace, the fountain and lights outside and tried for hours to find the missing furniture. Note that this took hours of our precious vacation time working with him and staying at the house to make sure these things were done and not leave our belongings alone.Fredirico stated that he couldn't fix either the fireplace nor the fountain or lights and drove back and forth to the office to try and find the key to the garage thinking that the missing furniture and other items were inside and could not find the key. He did uncover and clean some old furniture outside in hopes that we could sit on it to eat.He stated that he would send out a professional to look at the fireplace and the pond/fountain, but no one ever called or came back to fix those items. Ever.He did go out and put together for us a tar removal kit (which consisted of 5 face cloths in 5 baggies and a bottle of Goo Gone inside a plastic shoe box) note there are 10 guest, so we each had to share a face cloth.After the flooding on Friday night late, I sent another email begging for someone to call me or address these issues. I was mortified and embarrassed.No one called or came over until Saturday afternoon and with no warning phone call, E[redacted] was in the home when we returned from a nail appointment. No call was made to alert me of this as all of our belongings, purses, passports, electronic devices were in the home when he entered. I have no idea how long he was there, but after our return to the home, he stayed only another 10 minutes stating since we were leaving in the morning, he would wait to repair the leak until we were gone. In [redacted] reply to the Revdex.com, he states that I was offered a 10% discount for the missing Meade Telescope. That's how it reads. There isn't a mention of all the missing items, furniture, rugs. Nor does he address the filthy home, dead plants, brown grass, stagnant water fountain water, bugs everywhere. Nor does he address why no one came and checked on this home prior to our arrival, as K[redacted] profusely apologizes for in her email to me on Saturday afternoon, stating that "they dropped the ball on our stay"? Please note that I paid a non-refundable cleaning fee of $400 AND a "booking fee" of almost $300. Both utterly unearned. Those two fees alone are more than the 10% offensive offer. And I had to clean the house, all dishes and silverware had to be run through the dishwasher, bugs on the silverware in the drawers, spider webs everywhere, etc. I had included in my complaint all of my emails and the one from K[redacted] from Paradise Retreats that reflects what I have said above. I hope that Paradise Retreats is compelled to substantiate their claims that I spoke to multiple people from Paradise retreats. E[redacted], whom Paradise Retreats calls a "Property Service Specialist" called himself an independent contracted plumber to us. I would like to see the payroll log for this "Specialist" because he told us he's a plumber and was called last minute on Saturday to come and fix the flood we had from the night before.In closing:Paradise retreats owes us an admission to the truth, a sincere apology versus obfuscations and a fair offer that reflects the true nature of their bait and switch, false advertising of this property and how we were mismanaged and treated during our crucial extended family vacation. Revdex.com should be aware that Paradise Retreats still advertises this property for rent on their web site and at no time after our departure have they modified it or taken the property down. Thereby subjecting another uninformed potential renter to this fraud.
Regards,
P[redacted]
Dear P[redacted],We appreciate your feedback regarding our vacation rental Waters Edge. We take pride in our vacation rentals as well as our customer service, and we are very sorry that you did not have a good experience with us. We are an extremely reputable company, which is why we are taking the...
time to write our response below:We rented a vacation property from Paradise Retreats (an extremely high end rental firm) for 3 days for almost $6,000.00 based on their web site advertisement and multiple follow up phone calls to ensure we were getting what it stated. Checking all their background, reputation and feedbacks, we felt assured that we were dealing with a reputable company. As we stated before, we are an extremely reputable company and take all of our vacation rentals seriously. We are the largest and best company in the Santa Barbara area, and we take pride in customer service, timely responses, and catering to our guests and homeowners.Upon arrival, it was obvious this was a clear bait and switch as most all of the vital furniture and amenities were removed, broken or missing. Multiple calls and emails to Paradise Retreats went silent and no one returned a single call until hours before we left and their representative stated how sorry they were that the "ball was dropped" on this particular property and us.Even before P[redacted]’s arrival, we knew that she was someone who was in the “Mediator” business. She emailed our Reservation Specialist Staff asking them “what time she should click to ‘book now” button on our website in order to reserve the property and “assuming and hoping it doesn’t get booked”.She also contacted our Reservation Specialist Staff multiple times by email asking for specifics about the parking situation on the street nearby the property. We informed her that we could not guarantee street parking, but that there is usually street parking available near that home. P[redacted] insisted that we modify the Reservation Agreement to address her needs of guaranteeing street parking, and we informed her that we could not do so as we could not “guarantee” that street parking would be available for her use. P[redacted] then proceeded to agree to our terms and book the property, but a few days later decided she needed a larger space for her group and wanted to rent 2 properties. She confirmed in writing that she wanted us to cancel her reservation. She then called our Reservation Specialist Staff on June 30th and requested to book Waters Edge for the same dates of July 7 - 10, 2016, just a week prior to her arrival date. After we reserved the dates for her again, she asked our Reservation Specialist Staff questions regarding the street parking again, and we told her the same information we had previously told her - that we cannot modify the agreement because we cannot guarantee that street parking will be available during her stay. P[redacted] agreed that responded to our statement regarding not being able to modify the agreement, and she even expressed herself by saying “Thank you again for being so wonderful.” to our Reservation Specialist Staff on June 30, 2016.On Friday, July 8 at 12:41 am, P[redacted] emailed her first email regarding the “issues” she had with the property.K[redacted], our one of our Property Services Coordinators, spoke with P[redacted] multiple times over the course of Saturday, July 9. K[redacted] called and emailed P[redacted] to let her know she was sending a Property Services Specialist over to the property to see what items we could help with during her 3-night stay. Enrique, the Property Services Specialist, spent quite a bit of time at the property. As soon as our Property Services Department spoke with P[redacted], they attempted to address them as quickly and as best as they could. Unfortunately some of the items P[redacted] wanted fixed during her stay required extra attention from a professional. K[redacted] discussed with the homeowner bringing over extra furniture from another property, but P[redacted] did not want that as an option. So the fact that P[redacted] said no one responded to her emails/phone calls is entirely false. This was NOT a bait and switch situation at all. We would never do that to any guest/client.The house was filthy dirty, bug ridden (even on the silverware and in the drawers, dead plants everywhere), the most vital luxurious patio furniture was removed as was the "sitting room" in the master BR. I rented this for 10 of my family members to attend a wedding. There was nowhere to sit outside but a broken down set for 4. This house was $1400 per day and depicted "Resort Style Ambiance" and was nowhere near or close to it. Also stated that all brand new appliances (truth is they are all many many years old and broken), house was filthy (although they charged a non-refundable $400 cleaning fee). The fireplace and beautiful fountain was inoperable (major points in this house) and all (but 1) lights outside non working. They advertise that they take customer service very seriously, but no one has contacted me during our stay to explain or help. This is completely and entirely false, and we have emails and phone logs to prove that multiple people spoke with P[redacted] during her stay. There are photos and items listed online that are not exactly what the house has to offer, and for this we apologize. We did not know that the owner had removed the Meade telescope.This is why we offered P[redacted] a 10% discount, which she refused to accept. The issue with the outside lights was a wiring issue and required an electrician, and P[redacted] told K[redacted] about it on Saturday evening AFTER both Frederic and Enrique has been there. P[redacted] then said not to bother trying to get an electrician out. She also said not to bother with bringing the extra patio furniture, as they were only going to be there for one more night. We agreed to discount P[redacted] appropriately, but again, she declined our offer.The "manager" met with me as I drove back there 3 days later (when he agreed to meet) and was so apologetic and said he would do whatever he could to make this right for me and would contact me after he spoke to the homeowner (his client) who they entrusted the home with and who left the place in this horrible condition without telling anyone.J[redacted], Property Services Manger, met with P[redacted] on July 12, 2016, and informed her that he would be reaching out to the homeowner regarding a refund/discount for the issues she encountered during her stay.Sincerely,J[redacted], Property Services ManagerT[redacted], Guest Relations Manager
Complaint: 11593530
I am rejecting this response because:The business has yet to provide proof that they did any of what they said they did.They did not contact me. They did not offer furniture of any kind and I declined (please provide proof). Of the only documented response from the business is an email I received (I have forwarded that to Revdex.com) in which K[redacted] states that she is sorry, but it was too late to get the furniture to the home before our departure (the next morning at 10:00AM).No one came to fix anything, these are lies.One or two bugs we can handle. This was not the case in this house. it it also utterly untrue that 5 guests have stayed at that home since I have been there. And without the furniture. The business is trying to convey this is all about a Meade telescope, in which it is not. They are diverting and not answering the basics of the complaint. I formally request that this be advanced to mediation and /or arbitration through Revdex.com as I don't believe the Business is being truthful and can bring forth evidence to back up what they are saying. Proof that I declined the furniture. That they were in constant contact with me (proof?) and that items were fixed or repaired. I was never addressed, and K[redacted]'s email proves that I, as well as the home was neglected.
Regards,
P[redacted]
Dear P***,We appreciate your feedback regarding our vacation rental Waters EdgeWe take pride in our vacation rentals as well as our customer service, and we are very sorry that you did not have a good experience with usWe are an extremely reputable company, which is why we are taking the time to write our response below:We rented a vacation property from Paradise Retreats (an extremely high end rental firm) for days for almost $6,based on their web site advertisement and multiple follow up phone calls to ensure we were getting what it statedChecking all their background, reputation and feedbacks, we felt assured that we were dealing with a reputable companyAs we stated before, we are an extremely reputable company and take all of our vacation rentals seriouslyWe are the largest and best company in the Santa Barbara area, and we take pride in customer service, timely responses, and catering to our guests and homeowners.Upon arrival, it was obvious this was a clear bait and switch as most all of the vital furniture and amenities were removed, broken or missingMultiple calls and emails to Paradise Retreats went silent and no one returned a single call until hours before we left and their representative stated how sorry they were that the "ball was dropped" on this particular property and us.Even before P***’s arrival, we knew that she was someone who was in the “Mediator” businessShe emailed our Reservation Specialist Staff asking them “what time she should click to ‘book now” button on our website in order to reserve the property and “assuming and hoping it doesn’t get booked”.She also contacted our Reservation Specialist Staff multiple times by email asking for specifics about the parking situation on the street nearby the propertyWe informed her that we could not guarantee street parking, but that there is usually street parking available near that homeP [redacted] insisted that we modify the Reservation Agreement to address her needs of guaranteeing street parking, and we informed her that we could not do so as we could not “guarantee” that street parking would be available for her useP [redacted] then proceeded to agree to our terms and book the property, but a few days later decided she needed a larger space for her group and wanted to rent propertiesShe confirmed in writing that she wanted us to cancel her reservationShe then called our Reservation Specialist Staff on June 30th and requested to book Waters Edge for the same dates of July - 10, 2016, just a week prior to her arrival dateAfter we reserved the dates for her again, she asked our Reservation Specialist Staff questions regarding the street parking again, and we told her the same information we had previously told her - that we cannot modify the agreement because we cannot guarantee that street parking will be available during her stayP [redacted] agreed that responded to our statement regarding not being able to modify the agreement, and she even expressed herself by saying “Thank you again for being so wonderful.” to our Reservation Specialist Staff on June 30, 2016.On Friday, July at 12:am, P [redacted] emailed her first email regarding the “issues” she had with the property.K***, our one of our Property Services Coordinators, spoke with P [redacted] multiple times over the course of Saturday, July K [redacted] called and emailed P [redacted] to let her know she was sending a Property Services Specialist over to the property to see what items we could help with during her 3-night stayEnrique, the Property Services Specialist, spent quite a bit of time at the propertyAs soon as our Property Services Department spoke with P***, they attempted to address them as quickly and as best as they couldUnfortunately some of the items P [redacted] wanted fixed during her stay required extra attention from a professionalK [redacted] discussed with the homeowner bringing over extra furniture from another property, but P [redacted] did not want that as an optionSo the fact that P [redacted] said no one responded to her emails/phone calls is entirely falseThis was NOT a bait and switch situation at allWe would never do that to any guest/client.The house was filthy dirty, bug ridden (even on the silverware and in the drawers, dead plants everywhere), the most vital luxurious patio furniture was removed as was the "sitting room" in the master BRI rented this for of my family members to attend a weddingThere was nowhere to sit outside but a broken down set for This house was $per day and depicted "Resort Style Ambiance" and was nowhere near or close to itAlso stated that all brand new appliances (truth is they are all many many years old and broken), house was filthy (although they charged a non-refundable $cleaning fee)The fireplace and beautiful fountain was inoperable (major points in this house) and all (but 1) lights outside non workingThey advertise that they take customer service very seriously, but no one has contacted me during our stay to explain or helpThis is completely and entirely false, and we have emails and phone logs to prove that multiple people spoke with P [redacted] during her stayThere are photos and items listed online that are not exactly what the house has to offer, and for this we apologizeWe did not know that the owner had removed the Meade telescope.This is why we offered P [redacted] a 10% discount, which she refused to acceptThe issue with the outside lights was a wiring issue and required an electrician, and P [redacted] told K [redacted] about it on Saturday evening AFTER both Frederic and Enrique has been thereP [redacted] then said not to bother trying to get an electrician outShe also said not to bother with bringing the extra patio furniture, as they were only going to be there for one more nightWe agreed to discount P [redacted] appropriately, but again, she declined our offer.The "manager" met with me as I drove back there days later (when he agreed to meet) and was so apologetic and said he would do whatever he could to make this right for me and would contact me after he spoke to the homeowner (his client) who they entrusted the home with and who left the place in this horrible condition without telling anyone.J [redacted] , Property Services Manger, met with P [redacted] on July 12, 2016, and informed her that he would be reaching out to the homeowner regarding a refund/discount for the issues she encountered during her stay.Sincerely,J [redacted] , Property Services ManagerT [redacted] , Guest Relations Manager
Complaint: I am rejecting this response because:The business has yet to provide proof that they did any of what they said they did.They did not contact meThey did not offer furniture of any kind and I declined (please provide proof)Of the only documented response from the business is an email I received (I have forwarded that to Revdex.com) in which K [redacted] states that she is sorry, but it was too late to get the furniture to the home before our departure (the next morning at 10:00AM).No one came to fix anything, these are lies.One or two bugs we can handleThis was not the case in this houseit it also utterly untrue that guests have stayed at that home since I have been thereAnd without the furnitureThe business is trying to convey this is all about a Meade telescope, in which it is notThey are diverting and not answering the basics of the complaintI formally request that this be advanced to mediation and /or arbitration through Revdex.com as I don't believe the Business is being truthful and can bring forth evidence to back up what they are sayingProof that I declined the furnitureThat they were in constant contact with me (proof?) and that items were fixed or repairedI was never addressed, and K***'s email proves that I, as well as the home was neglected Regards, P [redacted]
Complaint: I am rejecting this response because: I formally reject the response from the business because:The response from Paradise Retreats is full of contradictions and obfuscations and includes no attachments to substantiate their claims.The beginning of Paradise Retreats response doesn't make any sense and does not address the complaint.They state that I called to inquire about the home at Water's Edge multiple times but wanted them to "guarantee street parking"This is proven to be a lie as I have emails stating such and have attached screen shots of those emailsI never once demanded a guarantee that street parking be available to me.I was indeed asking them to remove from the lease a line that states "street parking is strictly forbidden"My emails to Paradise Retreats and my initial canceling of the reservation was because of the forbidden street parking in the lease agreement.When I called back and inquired that "how can you forbid people from parking on a public street? The representative from Paradise Retreats relented and agreed but said that they couldn't guarantee street parkingI never asked them to guarantee it, however, the lease states that any violation is a forfeiture of your entire security deposit ($2500) for violating thatA landlord cannot forbid or prevent a tenant from parking on public propertyThe enclosed (attached) email states the above as well as a copy of their lease agreement, which by the way Paradise Retreats still refused to remove or modify this forbearance in their lease as I requested, but I was satisfied with an email from their representative stating that street parking was allowed as they clearly state in the lease that only two cars are allowed.I don't know how they expect a group of to stay at one of their homes to arrive, luggage and all in only two cars.The representative from Paradise Retreats in this response is trying to divert attention away from the important issues at the base of this complaintThat they dropped the ball on this rental and that they did not pre-check the condition of this property prior to our arrival and that there is a clear bait and switch with regard to the vital furniture that is depicted on their own web site and what was actually in the house when we arrived.Nor did they address the filthy house, dead plants or the bugs.MrB [redacted] told me when we met at the property two days after our departure that they would have never rented out this house in the condition that it was in and that they trusted the homeowner to keep it in the condition it was when they took the pictures for the web site years earlierFurther:It is utterly untrue that multiple people spoke to me during my stay.I received one phone call only, just one, and it was hours before our departure.Paradise Retreats response states that they have "multiple phone logs and emails" that they were in contact with meI would be interested in viewing these logs and emails as no one ever contacted me until Saturday afternoon (about hours before we were to leave) and remember that of those would be sleeping and Saturday at 4:was the wedding we were attending.Even in my emails to Paradise Retreats throughout my stay, in each and every one of them I am begging for someone to contact meWhy would I do that if they were in constant contact with me? Why are there no return emails verifying what MrB [redacted] claims?I received one phone call and one phone call only on Saturday afternoon from K***.I never once refused furnitureIt was K [redacted] who stated in her email and phone conversation this Saturday afternoon that she "would not be able to get me those things during our stay." See the enclosed email from K***Which impugns what MrB [redacted] so clearly lied to Revdex.com in his response.Note: the furniture that was removed was a very large outdoor sectional, two chaise lounge chairs, the "sitting room" in the master bedroom, a yellow and white chair in the den off the kitchen, a Meade telescope and all the rugs from every single room in the houseAll of my photographs I included in my complaint reflect this.In addition to these missing items were vital broken items that were not fix or checked on before our arrival, as stated by Paradise Retreats, no one checked on this home or us before or during our stayThe fireplace and fountain and outdoor lights were inoperable and no one fixed them during our stayThese are not minimal things, they were the focal points for renting this property, especially for our large group.F [redacted] and E [redacted] arrived unannounced at the home (once each) from a prompting from my desperate emails (not once did I receive a phone call or an email until hours before we left)They were both very nice but stated that their hands are tied as they are handymen and don't work full time for Paradise RetreatsI would like to see Paradise Retreats phone logs and emails to me prior to this as they have stated to Revdex.com in their response.Fredrico did arrive on Friday to try and fix the fireplace, the fountain and lights outside and tried for hours to find the missing furnitureNote that this took hours of our precious vacation time working with him and staying at the house to make sure these things were done and not leave our belongings alone.Fredirico stated that he couldn't fix either the fireplace nor the fountain or lights and drove back and forth to the office to try and find the key to the garage thinking that the missing furniture and other items were inside and could not find the keyHe did uncover and clean some old furniture outside in hopes that we could sit on it to eat.He stated that he would send out a professional to look at the fireplace and the pond/fountain, but no one ever called or came back to fix those itemsEver.He did go out and put together for us a tar removal kit (which consisted of face cloths in baggies and a bottle of Goo Gone inside a plastic shoe box) note there are guest, so we each had to share a face cloth.After the flooding on Friday night late, I sent another email begging for someone to call me or address these issuesI was mortified and embarrassed.No one called or came over until Saturday afternoon and with no warning phone call, E [redacted] was in the home when we returned from a nail appointmentNo call was made to alert me of this as all of our belongings, purses, passports, electronic devices were in the home when he enteredI have no idea how long he was there, but after our return to the home, he stayed only another minutes stating since we were leaving in the morning, he would wait to repair the leak until we were goneIn [redacted] B [redacted] reply to the Revdex.com, he states that I was offered a 10% discount for the missing Meade TelescopeThat's how it readsThere isn't a mention of all the missing items, furniture, rugsNor does he address the filthy home, dead plants, brown grass, stagnant water fountain water, bugs everywhereNor does he address why no one came and checked on this home prior to our arrival, as K [redacted] profusely apologizes for in her email to me on Saturday afternoon, stating that "they dropped the ball on our stay"? Please note that I paid a non-refundable cleaning fee of $AND a "booking fee" of almost $Both utterly unearnedThose two fees alone are more than the 10% offensive offerAnd I had to clean the house, all dishes and silverware had to be run through the dishwasher, bugs on the silverware in the drawers, spider webs everywhere, etcI had included in my complaint all of my emails and the one from K [redacted] from Paradise Retreats that reflects what I have said aboveI hope that Paradise Retreats is compelled to substantiate their claims that I spoke to multiple people from Paradise retreatsE [redacted] , whom Paradise Retreats calls a "Property Service Specialist" called himself an independent contracted plumber to usI would like to see the payroll log for this "Specialist" because he told us he's a plumber and was called last minute on Saturday to come and fix the flood we had from the night before.In closing:Paradise retreats owes us an admission to the truth, a sincere apology versus obfuscations and a fair offer that reflects the true nature of their bait and switch, advertising of this property and how we were mismanaged and treated during our crucial extended family vacationRevdex.com should be aware that Paradise Retreats still advertises this property for rent on their web site and at no time after our departure have they modified it or taken the property downThereby subjecting another uninformed potential renter to this fraud Regards, P [redacted]
Dear Revdex.com, *** M*** rented Waters Edge for nights, July - 10. When MsM*** reported that the property was "in significantly worse condition" than we advertised, she was referring to: 1) The outdoor furniture that had been removed from the property by the homeowner 2) The telescope that had also been removed from the property by the homeowner 3) Outdoor lighting not working 4) Fountain was inoperable 5) Fireplace was inoperable 6) The property was dirty and infested with bugs 7) Dishwasher leak/water overflowing As a company, we did the following to remedy the issues she reported: 1) Offered to bring alternate outdoor furniture to the property, but MsM*** declined our offer 2) Apologized to MsM*** regarding our lack of knowledge on the missing telescope 3) Sent a Property Services Specialist to the property to attempt to fix the lighting and found out it required an electrician's workMsM*** informed us to not bother sending an electrician at that time 4) The homeowner did not want the fountain running because of the drought conditions 5) The homeowner did not want the fireplace operable because of the dry conditions. 6) It is possible that a bug or two had inhabited while the property was vacant, and our housekeepers did not get rid of itFor this we apologizeIt is summer, and if you have the doors open, there is bound to be a bug or two inside the houseThis is part of the reason why we offered the 10% discount 7) Enrique fixed it on Sunday 7/10, when she notified Kiley, Property Services Coordinator, of a leak coming from it when the guest put in a load of dishes After our repeated efforts, MsM*** remained dissatisfied. When, despite our best efforts, we are unable to appease a guest completely, we will offer a discount on the rental (with our property owner's approval). This owner approved a 10% discount to MsM*** on her rental which we applied to her reservation As an important aside, we have had guests occupy the same property (with no material changes to the items that MsM*** reported), and every one of those guests have been satisfied with the property and have not made any complaints Paradise Retreats has been providing luxury vacation rentals to the Santa Barbara area for the past yearsWe are a full service management company with honest, loyal, and hard-working individuals who want the best for each and every one of our guests. Please contact us with any further questions or clarifications Sincerely, The Paradise Retreats Management Team Paradise Retreats World Class Vacation Rentals, LLC
Complaint: 11593530
I am rejecting this response because:
I formally reject the response from the business because:The response from Paradise Retreats is full of contradictions and obfuscations and includes no attachments to substantiate their claims.The beginning of Paradise Retreats response doesn't make any sense and does not address the complaint.They state that I called to inquire about the home at Water's Edge multiple times but wanted them to "guarantee street parking". This is proven to be a lie as I have emails stating such and have attached screen shots of those emails. I never once demanded a guarantee that street parking be available to me.I was indeed asking them to remove from the lease a line that states "street parking is strictly forbidden". My emails to Paradise Retreats and my initial canceling of the reservation was because of the forbidden street parking in the lease agreement.When I called back and inquired that "how can you forbid people from parking on a public street? The representative from Paradise Retreats relented and agreed but said that they couldn't guarantee street parking. I never asked them to guarantee it, however, the lease states that any violation is a forfeiture of your entire security deposit ($2500) for violating that. A landlord cannot forbid or prevent a tenant from parking on public property. The enclosed (attached) email states the above as well as a copy of their lease agreement, which by the way Paradise Retreats still refused to remove or modify this forbearance in their lease as I requested, but I was satisfied with an email from their representative stating that street parking was allowed as they clearly state in the lease that only two cars are allowed.I don't know how they expect a group of 10 to stay at one of their homes to arrive, luggage and all in only two cars.The representative from Paradise Retreats in this response is trying to divert attention away from the important issues at the base of this complaint. That they dropped the ball on this rental and that they did not pre-check the condition of this property prior to our arrival and that there is a clear bait and switch with regard to the vital furniture that is depicted on their own web site and what was actually in the house when we arrived.Nor did they address the filthy house, dead plants or the bugs.Mr. B[redacted] told me when we met at the property two days after our departure that they would have never rented out this house in the condition that it was in and that they trusted the homeowner to keep it in the condition it was when they took the pictures for the web site years earlier. Further:It is utterly untrue that multiple people spoke to me during my stay.I received one phone call only, just one, and it was hours before our departure.Paradise Retreats response states that they have "multiple phone logs and emails" that they were in contact with me. I would be interested in viewing these logs and emails as no one ever contacted me until Saturday afternoon (about 15 hours before we were to leave) and remember that 8 of those would be sleeping and Saturday at 4:30 was the wedding we were attending.Even in my emails to Paradise Retreats throughout my stay, in each and every one of them I am begging for someone to contact me. Why would I do that if they were in constant contact with me? Why are there no return emails verifying what Mr. B[redacted] claims?I received one phone call and one phone call only on Saturday afternoon from K[redacted].I never once refused furniture. It was K[redacted] who stated in her email and phone conversation this Saturday afternoon that she "would not be able to get me those things during our stay." See the enclosed email from K[redacted]. Which impugns what Mr. B[redacted] so clearly lied to Revdex.com in his response.Note: the furniture that was removed was a very large outdoor sectional, two chaise lounge chairs, the "sitting room" in the master bedroom, a yellow and white chair in the den off the kitchen, a Meade telescope and all the rugs from every single room in the house. All of my photographs I included in my complaint reflect this.In addition to these missing items were vital broken items that were not fix or checked on before our arrival, as stated by Paradise Retreats, no one checked on this home or us before or during our stay. The fireplace and fountain and outdoor lights were inoperable and no one fixed them during our stay. These are not minimal things, they were the focal points for renting this property, especially for our large group.F[redacted] and E[redacted] arrived unannounced at the home (once each) from a prompting from my desperate emails (not once did I receive a phone call or an email until hours before we left). They were both very nice but stated that their hands are tied as they are handymen and don't work full time for Paradise Retreats. I would like to see Paradise Retreats phone logs and emails to me prior to this as they have stated to Revdex.com in their response.Fredrico did arrive on Friday to try and fix the fireplace, the fountain and lights outside and tried for hours to find the missing furniture. Note that this took hours of our precious vacation time working with him and staying at the house to make sure these things were done and not leave our belongings alone.Fredirico stated that he couldn't fix either the fireplace nor the fountain or lights and drove back and forth to the office to try and find the key to the garage thinking that the missing furniture and other items were inside and could not find the key. He did uncover and clean some old furniture outside in hopes that we could sit on it to eat.He stated that he would send out a professional to look at the fireplace and the pond/fountain, but no one ever called or came back to fix those items. Ever.He did go out and put together for us a tar removal kit (which consisted of 5 face cloths in 5 baggies and a bottle of Goo Gone inside a plastic shoe box) note there are 10 guest, so we each had to share a face cloth.After the flooding on Friday night late, I sent another email begging for someone to call me or address these issues. I was mortified and embarrassed.No one called or came over until Saturday afternoon and with no warning phone call, E[redacted] was in the home when we returned from a nail appointment. No call was made to alert me of this as all of our belongings, purses, passports, electronic devices were in the home when he entered. I have no idea how long he was there, but after our return to the home, he stayed only another 10 minutes stating since we were leaving in the morning, he would wait to repair the leak until we were gone. In [redacted] reply to the Revdex.com, he states that I was offered a 10% discount for the missing Meade Telescope. That's how it reads. There isn't a mention of all the missing items, furniture, rugs. Nor does he address the filthy home, dead plants, brown grass, stagnant water fountain water, bugs everywhere. Nor does he address why no one came and checked on this home prior to our arrival, as K[redacted] profusely apologizes for in her email to me on Saturday afternoon, stating that "they dropped the ball on our stay"? Please note that I paid a non-refundable cleaning fee of $400 AND a "booking fee" of almost $300. Both utterly unearned. Those two fees alone are more than the 10% offensive offer. And I had to clean the house, all dishes and silverware had to be run through the dishwasher, bugs on the silverware in the drawers, spider webs everywhere, etc. I had included in my complaint all of my emails and the one from K[redacted] from Paradise Retreats that reflects what I have said above. I hope that Paradise Retreats is compelled to substantiate their claims that I spoke to multiple people from Paradise retreats. E[redacted], whom Paradise Retreats calls a "Property Service Specialist" called himself an independent contracted plumber to us. I would like to see the payroll log for this "Specialist" because he told us he's a plumber and was called last minute on Saturday to come and fix the flood we had from the night before.In closing:Paradise retreats owes us an admission to the truth, a sincere apology versus obfuscations and a fair offer that reflects the true nature of their bait and switch, false advertising of this property and how we were mismanaged and treated during our crucial extended family vacation. Revdex.com should be aware that Paradise Retreats still advertises this property for rent on their web site and at no time after our departure have they modified it or taken the property down. Thereby subjecting another uninformed potential renter to this fraud.
Regards,
P[redacted]
Dear P[redacted],We appreciate your feedback regarding our vacation rental Waters Edge. We take pride in our vacation rentals as well as our customer service, and we are very sorry that you did not have a good experience with us. We are an extremely reputable company, which is why we are taking the...
time to write our response below:We rented a vacation property from Paradise Retreats (an extremely high end rental firm) for 3 days for almost $6,000.00 based on their web site advertisement and multiple follow up phone calls to ensure we were getting what it stated. Checking all their background, reputation and feedbacks, we felt assured that we were dealing with a reputable company. As we stated before, we are an extremely reputable company and take all of our vacation rentals seriously. We are the largest and best company in the Santa Barbara area, and we take pride in customer service, timely responses, and catering to our guests and homeowners.Upon arrival, it was obvious this was a clear bait and switch as most all of the vital furniture and amenities were removed, broken or missing. Multiple calls and emails to Paradise Retreats went silent and no one returned a single call until hours before we left and their representative stated how sorry they were that the "ball was dropped" on this particular property and us.Even before P[redacted]’s arrival, we knew that she was someone who was in the “Mediator” business. She emailed our Reservation Specialist Staff asking them “what time she should click to ‘book now” button on our website in order to reserve the property and “assuming and hoping it doesn’t get booked”.She also contacted our Reservation Specialist Staff multiple times by email asking for specifics about the parking situation on the street nearby the property. We informed her that we could not guarantee street parking, but that there is usually street parking available near that home. P[redacted] insisted that we modify the Reservation Agreement to address her needs of guaranteeing street parking, and we informed her that we could not do so as we could not “guarantee” that street parking would be available for her use. P[redacted] then proceeded to agree to our terms and book the property, but a few days later decided she needed a larger space for her group and wanted to rent 2 properties. She confirmed in writing that she wanted us to cancel her reservation. She then called our Reservation Specialist Staff on June 30th and requested to book Waters Edge for the same dates of July 7 - 10, 2016, just a week prior to her arrival date. After we reserved the dates for her again, she asked our Reservation Specialist Staff questions regarding the street parking again, and we told her the same information we had previously told her - that we cannot modify the agreement because we cannot guarantee that street parking will be available during her stay. P[redacted] agreed that responded to our statement regarding not being able to modify the agreement, and she even expressed herself by saying “Thank you again for being so wonderful.” to our Reservation Specialist Staff on June 30, 2016.On Friday, July 8 at 12:41 am, P[redacted] emailed her first email regarding the “issues” she had with the property.K[redacted], our one of our Property Services Coordinators, spoke with P[redacted] multiple times over the course of Saturday, July 9. K[redacted] called and emailed P[redacted] to let her know she was sending a Property Services Specialist over to the property to see what items we could help with during her 3-night stay. Enrique, the Property Services Specialist, spent quite a bit of time at the property. As soon as our Property Services Department spoke with P[redacted], they attempted to address them as quickly and as best as they could. Unfortunately some of the items P[redacted] wanted fixed during her stay required extra attention from a professional. K[redacted] discussed with the homeowner bringing over extra furniture from another property, but P[redacted] did not want that as an option. So the fact that P[redacted] said no one responded to her emails/phone calls is entirely false. This was NOT a bait and switch situation at all. We would never do that to any guest/client.The house was filthy dirty, bug ridden (even on the silverware and in the drawers, dead plants everywhere), the most vital luxurious patio furniture was removed as was the "sitting room" in the master BR. I rented this for 10 of my family members to attend a wedding. There was nowhere to sit outside but a broken down set for 4. This house was $1400 per day and depicted "Resort Style Ambiance" and was nowhere near or close to it. Also stated that all brand new appliances (truth is they are all many many years old and broken), house was filthy (although they charged a non-refundable $400 cleaning fee). The fireplace and beautiful fountain was inoperable (major points in this house) and all (but 1) lights outside non working. They advertise that they take customer service very seriously, but no one has contacted me during our stay to explain or help. This is completely and entirely false, and we have emails and phone logs to prove that multiple people spoke with P[redacted] during her stay. There are photos and items listed online that are not exactly what the house has to offer, and for this we apologize. We did not know that the owner had removed the Meade telescope.This is why we offered P[redacted] a 10% discount, which she refused to accept. The issue with the outside lights was a wiring issue and required an electrician, and P[redacted] told K[redacted] about it on Saturday evening AFTER both Frederic and Enrique has been there. P[redacted] then said not to bother trying to get an electrician out. She also said not to bother with bringing the extra patio furniture, as they were only going to be there for one more night. We agreed to discount P[redacted] appropriately, but again, she declined our offer.The "manager" met with me as I drove back there 3 days later (when he agreed to meet) and was so apologetic and said he would do whatever he could to make this right for me and would contact me after he spoke to the homeowner (his client) who they entrusted the home with and who left the place in this horrible condition without telling anyone.J[redacted], Property Services Manger, met with P[redacted] on July 12, 2016, and informed her that he would be reaching out to the homeowner regarding a refund/discount for the issues she encountered during her stay.Sincerely,J[redacted], Property Services ManagerT[redacted], Guest Relations Manager
Complaint: 11593530
I am rejecting this response because:The business has yet to provide proof that they did any of what they said they did.They did not contact me. They did not offer furniture of any kind and I declined (please provide proof). Of the only documented response from the business is an email I received (I have forwarded that to Revdex.com) in which K[redacted] states that she is sorry, but it was too late to get the furniture to the home before our departure (the next morning at 10:00AM).No one came to fix anything, these are lies.One or two bugs we can handle. This was not the case in this house. it it also utterly untrue that 5 guests have stayed at that home since I have been there. And without the furniture. The business is trying to convey this is all about a Meade telescope, in which it is not. They are diverting and not answering the basics of the complaint. I formally request that this be advanced to mediation and /or arbitration through Revdex.com as I don't believe the Business is being truthful and can bring forth evidence to back up what they are saying. Proof that I declined the furniture. That they were in constant contact with me (proof?) and that items were fixed or repaired. I was never addressed, and K[redacted]'s email proves that I, as well as the home was neglected.
Regards,
P[redacted]