TurnKey Vacation Rentals, Inc.

Complaint: ***
I am rejecting this response because:We are willing to work with the business on a suitable date for a future stay with no additional feesWe have already paid $in full.
Regards,
*** ***

Thank you for raising your concerns in this complaintWe spoke with our general manager, and he informed us that he never made any written or verbal promises to you when your contract was discussedThe delay on the photo shoot was due to the rental not being ready to be photographed -- there were
significant improvements that needed to be made before it was readySince you missed your initial photo shoot appointment and we had a high demand of properties that needed to be onboarded, there wasn’t sooner availability to reschedule your shootWe did significant work on your home in an attempt to prepare your home to be listedPictures had been taken and the rental video was completeOnboarding was in full processThe hot tub vendor was confirmed, scheduled maintenance was set up on December 13th, on and the TurnKey lock had been installed on the doorAs for the lack of response, your account manager was out of the office over the holidays and then recovered from an illnessYou are always more than welcome to contact our support line at ###-###-#### for a quick response.We regret that our partnership did not pan out as hoped and wish you success in your future endeavors

Complaint: ***
I am rejecting this response because:The business said on this response: "We gave the guest the option to book other dates at this property and they did not want to do so." "The owner was willing to re-book the trip for a later date, but the guest was not interested."We would be very happy to re-book this property on another date.The option given to us by the business dated Jan is:"We can give you up to 15% off on any dates you choose to book at our 4BR Luxury Truckee Home or if you book the home nights or more during off season times, Late April, May, or October your last night will be free."We did not see this option working for usThis option meant we would pay another $to stay nightsAnd we still did not get any refund for the originally paid $4500.
Regards,
*** ***

We are very sorry about the condition of the home and the problems that we caused you 98% of our reviews on sites like *** and *** are 4-stars, most of the time things go very well at the rentals Clearly we made mistakes and it is our fault this was not one of those situations
In this case a series of issues caused these problems and everyone at TurnKey feels terrible about it Thank you for being an understanding guest and treating this situation so professionally We are putting more steps in place to make sure this doesn't happen again and want to apologize again

Dear TurnKey, ...Well, what do YOU propose?While I appreciate your willingness to help solve the issue, I ended up paying $475/night for much lesser accommodations as rates kept increasing as time kept passing while I handled this situationUnless you intend to refund me the difference in my price offered ([$475-$378= $97]*4nights=$388), I see no further solutionMy time dealing with your team, and solving this issue through the Revdex.com (as promised to your team), I can't get back.I encourage you, as it is in your best interest, to use this as a case study to train your team to better handle such issues and to never blame a failure of service to consumers on your "systems" or "software" when, after all, that is your business and your responsibilityI want everyone happy - I don't want consumers to annoy your team, as they were completely professional and polite, and I want consumers to experience a stress-free experience during their vacation and business travel planningI have often experienced the frustrations that led to the solution that is, and the founding of, TurnKey and I wish only the best and most success to your company. Sincerely,**

Complaint: ***
I am rejecting this response because:You had agency responsibility for the propertyClearly, no reasonable person would find that a remote landlord who has hired a management company should not expect the management company to oversee and supervise maintenance. Your owner's terms themselves state the following:"Maintenance and RepairsOwner authorizes TurnKey to replace parts, provide labor and furnish materials on a single service call costing up to $in our discretionIn the event of a maintenance repair to the Unit that is estimated to cost more than $200, we will notify you for approval before completing the repair, unless there are urgent or emergent damages in our reasonable judgment that might be avoided by attempting such repairs (including lost guest revenue for a booking which might have to be cancelled, credited or refunded)Owner is responsible for all Unit charges for utilities, trash collection, internet, cable/satellite and household items which TurnKey does not provide as Unit supplies such as light bulbs, air filters, smoke detectors, a hair dryer or batteriesWhen TurnKey orders maintenance and repairs in the Unit, including parts, delivery and installation, we will not charge you any additional TurnKey feesTurnKey is not a contractor and we do not warrant repairs or maintenance conducted by independent contractors/professionals on Owner’s behalf." Thus Turnkey was responsible for exercising judgement with regard to the property and was delegated authority to provide maintenance service and calls. Beyond the maintenance issue however, there were items of personal property that were destroyed or missing that were never accounted for by your staff or contractorsChief among these are an entire bed frame, less than months old, and a reverse osmosis water filtration system. Turnkey is liable for the misappropriation of these items since they were not accounted for as the responsibility of guests
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have a question TurnKey Vacation Rentals is concerned about fraud So am I Giving a picture of my passport puts me at risk for identity fraud You want me to send a picture of my passport, however, I don't know who YOU are I do know that you do not have encryption technology put in place for such a security request Have you implemented SSL or PGP in order to GUARANTEE that my incredibly important passport information will never be stolen in transport? Can you GUARANTEE that your server wil never be hacked? If what you wanted to do was only confirm my identity, why have you not adopted technology such as a SKYPE session (which I offered to do) that would allow you to see my passport without storing it? Could I please have an answer as to why your concerns about fraud superscede mine?And you never answered my question Where in the contract that I signed with you, that you accepted, did it say that you were going to do this? You broke your own contract by making this demand So I'm supposed to trust a company with such important security information that broke their own contract? *** B***
Regards,
*** ***

We are very sorry to hear about your husband's injury Our deposit and cancellations policies are among the most lenient in the business We only require a 10% deposit on a booking, you have three full days after booking to cancel without penalty if you change your mind, and travel
insurance is always available to protect against unfortunate issues like this Our policies are very clear when booking - our 10% deposit goes to the owner in cases like this where we hold a unit off the market for multiple weeks

Complaint: *** I am rejecting this response because:You are trying to deflect from the fact that you failed to plan accordingly, and are trying to point the finger at me, your client, which reflects very poorly on you and your companyThis has by far been the worst experience I have had with any travel company This was the big storm that was coming; you knew about it as it was all over the newsEveryone knew about itThis was not just a regular snow stormAgain, TurnKey had plenty of warning that this storm was coming to either not accepting my reservation or canceling it with enough time for me to find another cabinTurnKey showed lack of concern or planning ahead of timeWe incurred additional expenses due to your bad planning and lack of concern therefore, TurnKey owes us for those additional expenses of $Regards, *** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The weather conditions experienced in the Lake Tahoe, CA region during my expected visit Jan5, - Jan 7, can't be categorized as "inclement weather"; it was nationally covered in all news outlets as "The worst storm in CA in the past years". The attached document illustrates the severity of the storm which warranted travel advisory's from the states of CA and NV cautioning the public NOT TO TRAVEL. Highways and that serve Lake Tahoe were CLOSED and the region was under warning for flooding, avalanche and gale force winds. I traveled for to hours to make it to the San Francisco Bay Area as a first stop before planning to head to Lake Tahoe to spend my sons birthday with him. I live in VA and he lives in SLake Tahoe, we haven't seen each other for months - I would have CRAWLED to Lake Tahoe to see him.One of the illustrations I have provided proves that there was a power outage in Tahoma, the exact location where the vacation rental property is locatedThis outage had "no anticipated time of resolution due to the severity of the conditions" which included power poles that had been 'snapped in two' by the weather. Had my family and I made it to the home, we would have been snowed in with only days of food and left without power for what turned out to be an additional days. In fact it is Turnkey who should have proactively notified me, alerting to the conditions and provide an alternative arrangement in a safe location. They did not, nor have they offered a credit of the $that I have paid toward another stay. At this point my experience with Turnkey has so soured me, they care more about their commission than the safety of their guests.Of all of the organizations I had scheduled goods/services with I have received full refunds from all - the airline for my trip from SFO to RNO airport, the rental car and the small mom and pop snowmobile outfitter in Tahoe. The ONLY business that has refused to provide a refund is TURNKEYFor the record, I too own and manage my own vacation rental posted in HomeAway which is the service that I used to find this rentalMy cabin is located in the mountains in between ski resortsI too post "no refunds on cancellations made

Hi ***,Over the past couple years we've seen a rampant increase in fraudulent bookings across the industry TurnKey has made a pledge to our owners, neighbors in the community, and the industry as a whole to be the leading company clamping down on fraud and being a good neighbor We no
longer allow bookings made at our properties where we cannot confirm the identity of a guest This can be done in a number of different ways and often we do not need photo identification, but in many cases we do A credit card is not enough to have identification unfortunately We apologize for the inconvenience, but we need to make good on our commitment to owners that we will not let unidentified guests be staying in their homes

Complaint: ***
I am rejecting this response because:
I would like to reject TurnKeys response and reply that as stated in my previous reply, TurnKey had plenty of warning with the storm coming to either not accepting my reservation or canceling it with enough time for me to find another cabinDue to the company’s lack of concern and bad customer service, they ruined my family’s whole vacationIf given enough notice we could have gotten another cabin or perhaps not rented the ski equipmentWe incurred additional expenses due to this bad business planning and lack of concernTurnKey owes us for those additional expenses of $714.87. Thank you for your help,*** ***

I apologize for the late reply to this complaint - I just got it this morning, but it looks like it was filed a month ago? I have attached a copy of the refund receipt - it can take a month to show up on your statement, I expect it was there by now? As for the emailing us two dozen
times, I apologize if our reservation team did not get back to you. Our system tracks every email sent in by a guest - the only emails I see from you are pasted in below, including the reply we sent on 5/5. Were you sending to us from a different email address? Either way - it should all be solved now. Please let me know if you have not received this yet

We regret that your stay ended the way it did TurnKey's last resort is always an eviction Unfortunately we had several complaints of noise and parking problems from the neighbors over the course of the evening As you are aware the sheriff was called in as well There were
numerous vehicles parked against policy, including two empty trailers parked on private property that was specifically against the communicated rules as well The home owner themselves was contacted by the neighbors and ultimately there was no choice Most municipalities are really cracking down on short term rentals If you are parking vehicles on other people's property, causing noise complaints from the neighborhood, etcand the sheriff is involved, we have no choice but to be a good neighbor We do not issue refunds in these situations as it is not the owners fault the rules of the rental were abused Clearly they would have no way of knowing a renter would do this and have no way to recoup the rental dollars themselves

Thanks for responding, as we mentioned we offered several alternatives for a stay, thank you for confirming that Unfortunately our owners only have so many open times a year and we giving several different months for a stay seemed very reasonable

We are very sorry to have to cancel this booking Unfortunately the property that was booked is no longer using TurnKey The home owner has reported the property as being sold Thankfully the booking was not scheduled to chefor several months and we expect the guests have
plenty of time to book a new property Although this type of cancellation is not common, from time-to-time homes do get sold or owners decide to do something else with the home We make sure to make that clear in our guest terms and in the unlikely case that a situation like this occurs, we promptly refund all payments that were made

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I'm aware that you offered another $back for our troublesWith the previous $168, that's a total of $out of $That's a charitable 24%Yes, I'm sure you're including the cleaning fee of $that was waived in your calculation...but that obviously should be waived as the place was not cleanSaying you're waving the cleaning fee for a place that was dirty on arrival only seems obviousEven simply removing the cleaning fee from the equation (so 1553.26-255=1298.26) means that we've received 28% backDespite all of that, we requested a full refundKeep in mind, this request for a full refund is directly related to the fact that we've now had two vacations spoiled at Turnkey-managed propertiesI figured I was being reasonable in simply asking for a refund for one of the twoIf you'd rather me file a separate complaint regarding the first vacation, I'm happy to do soIf I recall correctly (and I have the records, so will check), that rental was more expensive, although not by muchI'm aware that putting a price on consumer unhappiness is an imprecise scienceWhatever metric you're employing in coming up with these numbers is failing, especially when I've been up front about what we felt would be the adequate response by requesting a full refund for this most recent vacation
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Because of your incompetence and lack of planning, you almost had us stranded without a place to gYou had more than enough time to secure another cabin knowing well in advance that a storm was comingThe least you could do was give a hour noticeInstead you waited until last minute, one hour before our family's departure for this tripAdditionally, your company specializes and has been renting winter cabins for yearsThis was not the first storm of the seasonYou failed in planning ahead and either securing another cabin for us or made sure there was snow removal in place for the cabin you promisedTherefore, due to lack of planning on your part, you have caused my family lots of unnecessary disappointment, inconvenience and expense for which I expect to be reimbursed
Regards,
*** ***