Sanctuary Vacation Rentals Reviews (%countItem)
Sanctuary Vacation Rentals Rating
Address: 888 Munras Ave #100, Monterey, California, United States, 93940-3112
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This company posts misleading "deals" on its website that are inaccurate. We booked a property boasting a 20% off deal as listed on the website and as reflected on our receipt. The company then cancelled our reservation and tried to up sell us to take the property without a discount or select something else. This is straight up misleading and disingenuous. The company should honor the prices and deals it lists online.
Hello Laura,
Thank you for your comments and I am very sorry for the inconvenience that this has caused. The property that you booked was unfortunately not included in the promotion, where we are offering a 20% discount. About 10% of our homeowners have chosen to opt out of this promotion and we do understand that this has likely caused an inconvenience for you.
That being said, we do have several other, equally beautiful, homes that are being offered via this promotion. Please let us know if you might be interested in receiving pricing for other properties that are participating in this promotion, and we would be happy to have one of our Reservations Specialists provide you with those options.
Again, we are so sorry for this inconvenience and appreciate you as a customer.
Thank you
Your response completely ignores the issue: you posted a false and misleading price on your website that showed this particular house was, indeed, part of your promotion. Your website then produced a receipt for my reservation again showing the discount on this particular property. This is false advertising -- and it still, while I write this, appears on your website for the same house we tried to rent.
Hello Laura,
I appreciate what you are saying and understand why you would feel this way. At the time that the homeowner declined the reservation, we did make the change to our website. Unfortunately, it can take up to 72 hours for the data online to "refresh", which is why you were still seeing the home as part of that promotion. We did check the website again this afternoon and do see that it has been removed.
Once again, we are very sorry for any inconvenience that this has caused. If you are still interested in booking another home with us, please call our office and ask to speak with Cheryl. I will let Cheryl know to provide you with other options for homes that are included in this current promotion and will work with her to provide an extra discount (in addition to the 20% off promotion), to express how sorry we are for this inconvenience.
Thank you again for your comments.
In December 2019, I rented a property from Sanctuary Vacation Rentals because I previously had a great experience with them the past year. However, this year was a diaster and dangerous. When we arrived late into our check-in night, I let my dog in the backyard to do his business. He went out quickly and came back in. Two hours later he had a total seizure and at the doggie ER tested positive for THC, Cocaine, Meth, and PCP. When I returned to the home, I noticed on the back patio drugs were left out (I assume from the previous renter) and never cleaned up along with some trash. The police and I assumed the dog simply sniffed or licked the drugs and moved on, because it was raining and dark I had not seen it. My dog spent two days and I spent well over $2,000 on the stay, he almost died. When I approached Sanctuary about the issue and asked if it was their policy to clean outside they said "yes, but it was raining." They NEVER sent over anyone to speak with me. They did, after I requested it, have cleaners come back and do the property again. But never followed up, did not even check it to see if my dog made it through. To top off the matter, at the end of my stay they had the nerve to say my dog "shed" too much and charged me an additional cleaning fee on top of the cleaning fee and pet fee I already paid. Again, I was a loyal customer to this company and I understand that crazy things happen but their lack of procedure, caring and follow through for a customer and the health and well being off an animal in their care was just too much for me to handle. I hate writing negative reviews, but I feel compelled to ensure that the public hears this one. Because I'm not sure if this is someone they regularly rent to or not (I assume there was no investigation), and I only hope that by writing this it sounds alarm bells for their future renters and owners and the safety of their families and pets.
Dear Jessica,
I would like to thank you, once again, for taking the time to speak with me today. I truly apologize for how this situation was handled by our team. As a dog owner and dog lover, I certainly recognize that our staff could have, and should have, handled the situation more delicately and compassionately, especially considering the situation that you had gone through with your dog.
We are a process driven company and we have effectively changed several of our internal policies in light of your particular situation, which I am confident will prevent these situations from happening in the future; and how they will be handled internally.
Once again, I appreciate your time to speak with me today and I hope that you will consider staying with us again in the future.
Sincerely
Failure to provide adequate corporate housing rental
This is a complaint I would like filed re Sanctuary Vacation Rentals, a *** chamber of commerce member. Please also note that I filed a complaint, re the same matter copied below, with the National Revdex.com and several online travel review sites, including TripAdvisor. The subject matter is a corporate housing rental managed locally in Carmel by Sanctuary and who provided it to me via a contract they had with ***. Neither Sanctuary or Bridgestreet were responsive to my complaints. My name is *** and my email address is ***. The Revdex.com complaint is as follows:
*** (and by contract, Sanctuary Vacation Rentals, located in *** a *** chamber of conference member) a business travel agency gave me my worst travel customer service experience in my life. I was in their premium *** for 30 days) Carmel, CA "Penthouse" unit and couldn't get anything but "so sorry" from them after I reported: a week of basement jackhammering on a sewer line so loud that it could be felt through the walls and floors, associated water outages, dangerous electrical wiring, no promised maid service, no promised phone line, cable outages, falling off door handles, chipped paint throughout and completely inadequate location information. The following individuals, who make themselves known to the public via their website and advertising, are responsible: ***, initial sales rep; *** sales manager; *** global sales manager; *** of reservations. They "manage" their national business from VA and are simply not up to the task. This company should be avoided at all costs.
One week no-cost housing accomodation at a similar property.
Hello,
We believe that it is important to provide a bit of clarity with regards to this situation, as only one of the issues that *** mentioned in his email is valid (re the construction); however, the other issues are not valid.
For three days of his 32 day stay, during regular business hours, the downstairs restaurant was completing a renovation project, which was disruptive to *** and his party. When it was brought to our attention, we contacted the restaurant manager and asked them to stop for the time being, which they did. *** contacted our staff and he was informed that he would be credited for the days that he was disrupted. We then immediately processed the refund to the credit card that is on file. He seemed to be grateful for the credit and asked for nothing more at the time.
*** also states that there were other issues such as: water outages, dangerous electrical wiring, cable outages, falling off door handles, no promised maid service, etc. All of these complaints are false. This property is well-maintained, is entirely up to code and is professionally inspected at least two times per month.
It seems that ***' complaints are encompassed *** around the agency in which he booked his stay. Express Corporate Housing was the booking agent and specifically instructed our staff to only communicate with them, which we did as much as was possible. *** did contact us directly and we were more than happy to assist him whenever we could. Express Corporate Housing was the reservation holder, booked the property directly with our Company and in doing so violated our terms and conditions by subletting this property for an increased amount to the *** party and asked that we only communicate with them for the duration of this guest's stay.
Please let me know if you have any questions about this. I am sorry that his experience was not to his expectations; however, the only issue, which was the construction noise, was rectified in the form of a credit, which he accepted.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business' response because what they said in response to my complaint is untrue. Per their answer to my complaint, they said that they had some kind of conversation or dialogue with me in which I appeared to accept a three day credit to the credit card on file, as compensation for the jackhammering/construction that occurred during my stay at their unit. That conversation never occurred; and, therefore, it can only be assumed that their credit card refund never occurred. I certinaly have no record of a credit to my credit card. In addition to making up a fantasy conversation with me, they did not provide details of the claimed credit card refund.
They also make multiple references to a transaction with an entity called Express Corporate Housing - I never had a conversation or communication with this entity. Apart from notifying Sanctuary Rentals of my multiple complaints, I dealt with ANOTHER entity called Bridgestreet.com, who acted as if they were responsible for the booking. Please note that I filed a Revdex.com complaint re Bridgestreet and complaints with the California Department of Real Estate and Carmel, CA Chamber of Commerce. These complaints are being adjudicated in light of my concerns re posible fraudulent business activity and my compaints re constructions and the poor condition of the unit that I described in my initial complaint. I stand by my compalint re those conditions. I also reiterate that the construcgtion and water outages took place over a one week, not three day, period. The actual owner of the unit can verify his interaction with me re the water outage. I repeat my request for a one week booking at a comparable property as compensation for the breach of this business' obligation under the original booking.
Our team has indeed issued the seven-day prorated credit to the credit card that was provided to book this reservation. The credit issued by Sanctuary was not issued to *** directly, as *** did not book with Sanctuary directly. In addition to the credit, we are happy to help place *** into a hand-picked property should he ever desire to stay with us directly. We're sorry that this happended to ***, however Express Corporate Housing was the reservation holder and the reservation was originally booked through Bridgestreet. So, after booking through two middle men and not being treated fairly, we have credited *** our commission on the home. We feel like we have been fair and honest in dealing. It is important to note, that these middle-men violated our terms and conditions in booking this home and marked the reservation up when they sublet the property to ***.
That being said, our management team has contacted both Bridgestreet and Express Corporate Housing (neither of which are "business partners" of Sanctuary, nor have we ever worked with them before), and here is the direct response:
Bridgestreet:
Please be aware, we issued a credit to the client (his former employer I believe) directly as they paid us for the unit, not the guest. The guest was not paying for the unit therefor it was not paid out to him. Both the client and the guest was made aware of this credit.
Unfortunately, throughout his entire stay, this guest did not allow your team or anyone else (including the cable provider) permission to enter the unit to address any issues that may have existed. If we could have determined the validity of any of his claims, then maybe there would have been justification for individual compensation.
As he stated in an email at the end of his stay, he planned to complain about all of us, including his former employer and the community.
Express Corporate Housing:
I wanted to inform you that we did hear back from Bridgestreet, and *** was credited. Our contact is out of the office until Monday at this time. Per our records, there were many maintenance issues, but *** would not grant permission to enter. I also show that he had a Saturday appointment with your maintenance team and did not show for the appointment, would not answer phone calls, or emails to grant permission to enter. Please let me know how I can further assist you.
(The consumer indicated he/she DID NOT accept the response from the business.)
Sanctuary's (the business) proposed resolution is not accepted because, like their underlying activities in this dispute, their offer is a fraud.
The business provided a screenshot of a Windows photo viewer screen with an alleged 3 day credit card refund made to ... ONE OF THEIR OTHER TWO BUSINESS partners involved in the underlying fraudulent activity! So, the business is playing a shell game, (allegedly) moving money from their account not to me but to the account of one of the two other companies responsible for the problems in the first place! It's absurd. Additionally, the business claims they have made another 4 day credit, again not to me but to their same business partner in crime! All of this is ridiculous, a waste of my time and has actually encopuraged me to press on with the investigastions/adjudications underway with the California Department of Real Eastate, the Carmel Chamber of Commerce, multiple Revdex.com offices and internet review sites. I am committed to ensuring that Sanctuary Rentals, and their other two illicit partners, are thoroughly investigated for business fraud.
We had such a great experience with Sanctuary! Can't wait to stay with them again next year.