The Swank Properties

This guest DID NOT cancel their booking that is due a refund within the terms of their rental agreement, and WILL NOT received a refund of their non-refundable payments The refundable portion of their booking has been made and confirmed This guest made false, malicious and entirely inaccurate claims about safety and the neighborhood This is absolutely and the property owner should not be penalized for claims VRBO has reviewed the claim and rejected the claim by the guest: " Thank you for your prompt responseWe have made thorough notes of your comments and explanation of this unfortunate situation and now consider this case closed"PLEASE NOTE: The 100% refundable security deposit WAS refunded, 4/19/2016, to the guest’s credit card on file All funds due back to the guest have been completed No further funds are due back to the guestWe have four units in the SAME neighborhood (all within the Escapia/HomeAway/VRBO system) in the SAME building and have HUNDREDS and HUNDREDS of glowing reviews about the units, the building, the NEIGHBORHOOD and the trendy restaurant ( http://www.224bostonstreet.com/ ) next doorYou can read these reviews yourself to verify I have no idea what set off this guest, but the allegations are and we will not accept refunding a cancellation made on the day of arrival based on pure fiction The neighboring condo building was built last year and the condo’s were sold at over $600k each! Here is our cancelation policy at the time of the Booking and Reservation: CANCELLATION POLICY We highly recommend that guests purchase travel insurance if cancellation issues are a concernEither party may cancel a reservation with written notice if provided more than days prior to arrival If guest notification is received more than days prior to arrival, Swank Properties will refund all deposits paid to date, less a $cancellation fee Refunds will be issued to the credit card or bank account used to pay the depositIf guest notification is received less than days, but more than days prior to arrival, Swank Properties will refund 50% of the deposits paid to date, less a $cancellation fee Refunds will be issued to the credit card or bank account used to pay the depositIf guest cancels a reservation within days of arrival, Swank Properties will refund the deposits made, less a $cancellation fee, for those nights that Swank Properties is able to re-rent the property If travel insurance is purchased, insurance reimburses the guest directly for pre-paid, non-refundable deposits as described in the “Travel Insurance” section belowSwank Properties will not cancel a reservation with less than days notice unless the property reserved becomes unavailable due to property sale, fire, mandatory evacuation, eminent domain, construction delays, lack of utilities, unexpected scheduling circumstances, or acts of nature Swank Properties will make reasonable efforts to assist guest in finding alternative accommodations and upon notification of cancellation, guest may request a full refund or to have the paid ba [redacted] applied to available alternative accommodationsAgain, we highly recommend that guests purchase travel insurance if cancellation issues are a concern Please read the “Travel Insurance” section below for the many benefits of the insurance policyHere is a timeline of the interactions with [redacted] : 3/1:09pm - [redacted] reservation is made, online, affirmatively accepting our “guest policy” that includes the “cancellation policy.” 3/1:39pm - Reservation processed by reservations manager$charge madeReceipt and confirmation sent3/11:09am - $Security deposit processed and chargedRevised receipt and 2nd confirmation sent4/1:12am - Guest inquires about an additional night via email4/9:11am - Guest sends another email informing Swank Properties that she has changed her mind and will keep the reservation as originally bookedAlso asks about laundry machines in the unit4/9:49am - Reservations manager acknowledges the intent to keep the booking as is and informs the guest that there are no laundry machines inside the unit she is staying inAlso gives her information about laundromats nearby should she need to wash clothes4/(Cheday) - Swank Properties receives multiple voicemails (at 6:36pm, 6:47pm, and 7:45pm) from the guest saying she has a problem and that she will not be staying in the unit4/7:30pm - [redacted] Swank, owner of Swank Properties, called guest to find out what the “issue” was Guest was exasperated and arguing with the young adults and told me that she did not like the property and preferred to stay in a hotel and would call me back Guest abruptly and rudely hung up4/(Saturday) 8:58am - Guest sends threatening/extortion email to Swank Properties saying she has filed a complaint with HomeAway4/(Saturday) 3:38pm - Guest leaves a voicemail saying she was unhappy with the location and that she did not feel safe being there with her childrenExplains that she feels misled4/2:22pm - Guest sends an email (in the form of another inquiry) to Swank Properties and threatens a complaint to HomeAway has been filedThreatens to send her complaint to the Revdex.com4/10:30am - 100% refundable security deposit REFUNDED, in whole, according to our guest policyAgain, the guest is NOT due a refund of rent and other charges based upon our cancellation policy The property was NOT re-rented and the property owner should NOT be penalized by an unstable and inappropriate “traveler.”

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This guest DID NOT cancel their booking that is due a refund within the terms of their rental agreement, and WILL NOT received a refund of their non-refundable payments.  The refundable portion of their booking has been made and confirmed.  This guest made false, malicious and...

entirely inaccurate claims about safety and the neighborhood.  This is absolutely false and the property owner should not be penalized for false claims.  VRBO has reviewed the claim and rejected the claim by the guest:   " Thank you for your prompt response. We have made thorough notes of your comments and explanation of this unfortunate situation and now consider this case closed. "PLEASE NOTE:  The 100% refundable security deposit WAS refunded, 4/19/2016, to the guest’s credit card on file.  All funds due back to the guest have been completed.  No further funds are due back to the guest. We have four units in the SAME neighborhood (all within the Escapia/HomeAway/VRBO system) in the SAME building and have HUNDREDS and HUNDREDS of glowing reviews about the units, the building, the NEIGHBORHOOD and the trendy restaurant ( http://www.224bostonstreet.com/  ) next door. You can read these reviews yourself to verify.  I have no idea what set off this guest, but the allegations are false and we will not accept refunding a cancellation made on the day of arrival based on pure fiction.  The neighboring condo building was built last year and the condo’s were sold at over $600k each!   Here is our cancelation policy at the time of the Booking and Reservation: CANCELLATION POLICY We highly recommend that guests purchase travel insurance if cancellation issues are a concern. Either party may cancel a reservation with written notice if provided more than 60 days prior to arrival.  If guest notification is received more than 60 days prior to arrival, Swank Properties will refund all deposits paid to date, less a $100 cancellation fee.  Refunds will be issued to the credit card or bank account used to pay the deposit. If guest notification is received less than 60 days, but more than 30 days prior to arrival, Swank Properties will refund 50% of the deposits paid to date, less a $100 cancellation fee.  Refunds will be issued to the credit card or bank account used to pay the deposit. If guest cancels a reservation within 30 days of arrival, Swank Properties will refund the deposits made, less a $100 cancellation fee, for those nights that Swank Properties is able to re-rent the property.  If travel insurance is purchased, insurance reimburses the guest directly for pre-paid, non-refundable deposits as described in the “Travel Insurance” section below. Swank Properties will not cancel a reservation with less than 60 days notice unless the property reserved becomes unavailable due to property sale, fire, mandatory evacuation, eminent domain, construction delays, lack of utilities, unexpected scheduling circumstances, or acts of nature.  Swank Properties will make reasonable efforts to assist guest in finding alternative accommodations and upon notification of cancellation, guest may request a full refund or to have the paid ba[redacted] applied to available alternative accommodations. Again, we highly recommend that guests purchase travel insurance if cancellation issues are a concern.  Please read the “Travel Insurance” section below for the many benefits of the insurance policy. Here is a timeline of the interactions with [redacted]: 3/16 1:09pm - [redacted] reservation is made, online, affirmatively accepting our “guest policy” that includes the “cancellation policy.” 3/16 1:39pm - Reservation processed by reservations manager. $472 charge made. Receipt and confirmation sent. 3/29 11:09am - $500 Security deposit processed and charged. Revised receipt and 2nd confirmation sent. 4/7 1:12am - Guest inquires about an additional night via email. 4/7 9:11am - Guest sends another email informing Swank Properties that she has changed her mind and will keep the reservation as originally booked. Also asks about laundry machines in the unit. 4/7 9:49am - Reservations manager acknowledges the intent to keep the booking as is and informs the guest that there are no laundry machines inside the unit she is staying in. Also gives her information about laundromats nearby should she need to wash clothes. 4/8 (Check-in day) - Swank Properties receives multiple voicemails (at 6:36pm, 6:47pm, and 7:45pm) from the guest saying she has a problem and that she will not be staying in the unit. 4/8 7:30pm - [redacted] Swank, owner of Swank Properties, called guest to find out what the “issue” was.  Guest was exasperated and arguing with the young adults and told me that she did not like the property and preferred to stay in a hotel and would call me back.  Guest abruptly and rudely hung up. 4/9 (Saturday) 8:58am - Guest sends threatening/extortion email to Swank Properties saying she has filed a complaint with HomeAway. 4/9 (Saturday) 3:38pm - Guest leaves a voicemail saying she was unhappy with the location and that she did not feel safe being there with her children. Explains that she feels misled. 4/13 2:22pm - Guest sends an email (in the form of another inquiry) to Swank Properties and threatens a complaint to HomeAway has been  filed. Threatens to send her complaint to the Revdex.com. 4/19 10:30am - 100% refundable security deposit REFUNDED, in whole, according to our guest policy. Again, the guest is NOT due a refund of rent and other charges based upon our cancellation policy.  The property was NOT re-rented and the property owner should NOT be penalized by an unstable and inappropriate “traveler.”