TurnKey Vacation Rentals, Inc.

Hello, we were very sorry to hear about the issues you had with the home We investigated the issue and from everything we can see we answered the phone promptly each time you called We have already refunded the cleaning fee and credited back an additional amount on the reservation
You will typically see these on your credit card statement within seven days If you have not received these, please let us know and again we apologize for the issues you had with your stay

We're sorry for your inconvenience AlexWe're glad we were able to offer you a refund and cover the cost of rebooking a property up to $1,We hope you'll stay with us in the future and take advantage of the 15% off courtesy we extended

We've reviewed internally again and we feel terrible for the issue you had, but don't understand how TurnKey can prevent this There has been a snowstorm in Tahoe virtually every couple days this year and rarely does it affect the homes like this We had no idea a storm of this size could come in and take the power out for some of our homesWhen it did, we gave out refunds, but if we couldn't possibly cover the cost of every aspect of your trip We are not a travel insurance company I would encourage you to check with the ski hill and ski rental outfits to see what their refund policies are We also recommend travel insurance for trips that take place to the mountains in winter since mother nature can greatly affect the area

Hello, Thank you for your feedback. We have reinstated the reservation at the original rate and issued an apology for the inconvenience. If we can do anything else, please let us know. ###-###-####

We have tried several times to reach out and discuss this matter. Although we have not been able to connect with you, we are processing a full refund. If you have not received it, please call ###-###-####. We apologize for any inconvenience and are happy we were able to make this right for you and your family.

Complaint: [redacted]
I am rejecting this response because:I feel the company should take into consideration the reason for the cancellation.  Also, the owner of the property has OVER 2 MONTHS to rebook the property.  Our reservations were not until August 18th.
Regards,
[redacted]

Your feedback is appreciated, [redacted], but we do not accept your request for payment. It looks like our partnership didn't work out, but we wish you the best of luck.

Unfortunately TurnKey, like virtually all vacation rental business and owners in the mountain regions of CA, CO, UT, and other states prone to inclement weather, can't offer refunds due to snowy conditions.  There are a number of licensed trip insurance companies like [redacted]...

[redacted] and many others that all offer trip insurance policies for a nominal fee designed to protect travelers from situations like this.  It would be nearly impossible in the vacation rental business, particularly in the mountain or beach regions, to guarantee good weather across the country to everyone traveling since that is far beyond our control and we make that clear in our agreements.  The licensed trip insurance providers are there to offer this type of protection should travelers chose it.

We were very sorry to hear about your experience but have had numerous guests enjoy the home and surrounding area.  At TurnKey we do everything we can to give potential guests the exact information about where a home is located before a booking is made and after confirmation.  This is...

displayed on sites like VRBO and HomeAway, and we follow-up with the specific street address to guests, and in most cases a direct link to Google maps as well where guests can use the street-view functionality to see everything that is around a home.  We do all of this so we do not have to make judgment calls on neighborhoods ourselves leaving it up to guests to decide if the location is right for them, which seems like most honest and transparent way to handle these situations.

We were sorry to hear about this guest's loss, however the facts in this complaint are untrue.  We gave the guest the option to book other dates at this property and they did not want to do so.  Unfortunately vacation rentals are non-refundable - we were only notified six days before the...

guests check-in, for a reservation over the peak weekend before Christmas that they wished to cancel, making it virtually impossible to re-book this unit.  As unfortunate it is for the guest, it is also unfair for a home owner, who has booked these dates for a guest, to have to absorb the monetary loss.  Travel insurance is available and recommended for these types of occurrences.  The owner was willing to re-book the trip for a later date, but the guest was not interested.

I understand your frustration, but safety and security of our homes is of the utmost importance.  Similar to all US hotels, most foreign hotels we are aware of, all US car rental agencies that require copies of identification, we are also in a position to require this in many situations.  We need to do it in advance, vs. at check-in due to the nature of our remote check-in process.  I am sure you are not one of the many fraudsters we are trying to prevent, but if we simply allowed anyone in the world to enter our homes with nothing but a credit card, we'd be doing our owners a huge dis-service.  Our requirements are no different than the that of any US-based hotel, all of which require a copy of photo ID before handing over keys to a room.  We've gone ahead and processed your refund on 3/31.  It can take up to 7-10 days to appear on your credit card.

We are very sorry that this happened and apologize for the delay in the refund.  From what I understand our team has reached out and have worked out a refund with you.  Please let me know if that is not the case and we will make sure to address this immediately!

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

Thank you for reaching out, [redacted]. We apologize for any misunderstanding about our partnership. We should have communicated more clearly about which responsibilities were yours as a homeowner. Ultimately, we’re not responsible for work that you as the homeowner hired an outside contractor for -- that...

was your responsibility to oversee those repairs.

We apologize for the inconvenience on booking the home.  At TurnKey we have a difficult task of balancing the safety and security of private homes with making it easy for guests to book.  TurnKey tries to be a very good steward of our homes and a good neighbor in our communities.  As...

an added measure to make sure we prevent security, noise and fraud issues, we have implemented the industry's most stringent background screening procedures that verify the identity of each guest.  Unfortunately if we are not able to verify the identity for specific homes or neighborhoods, we have committed to owners and neighbors alike that we will not allow unknown guests to stay in our homes. We understand that this is frustrating, but with the dramatic increase in local government regulations and the hyper-sensitivity of many neighborhood groups to unknown visitors, we've really been left with little choice but to do everything we can around identity issues.

Complaint: [redacted]
I am rejecting this response because:I thank Turnkey for their response, but it is very apparent that we will not be able to come to a satisfactory resolution of my complaint. The original complaint has been compounded by the fact that it took ten days to get a response. Unfortunately in the time I have waited for the response, other properties have been booked. That is why I went ahead and booked another property prior to hearing back from Turnkey. It should not have taken so long to receive a response.I find the explanation supplied by Turnkey to be almost laughable. They put the entire blame for the deceptive pricing on [redacted], and in fact say that they have been frustrated by some aspects of [redacted] for years. You would think that [redacted] manages the property! This brings up an important point; who is responsible for the condo rentals? I must assume that it is Turnkey. If Turnkey is so unhappy with the operation of [redacted], why do they use the service? Ultimately the management company (Turnkey) must be responsible. They should have terminated their contract with [redacted] years ago. I have to add that [redacted] points the blame at Turnkey, and although you criticize their call center, you still allow them to represent your properties. Why? It all comes down to Turnkey's word versus [redacted]'s word. I have booked other properties using [redacted] and never had a problem until I came upon multiple properties listed with Turnkey. All other properties that I have viewed, now and in the past, have accurately reflected the rate. I find it very easy to trust [redacted] over Turnkey, and would strongly suggest those looking at properties managed by Turnkey look elsewhere.I should close by saying that prior to retiring, I was in hotel management for thirty years. I would never allow a travel portal (similar to [redacted]) to misrepresent my property. I would have terminated the agreement immediately rather than damage my or my property's reputation. So I will ask the question one last time, if [redacted] causes so many problems, why do they represent Turnkey?
Regards,
[redacted]

Thank you for your feedback, [redacted]. We apologize that your vacation and Thanksgiving did not go perfectly smoothly. We are happy we were able to offer you 40% back for your inconvenience. We have taken steps to ensure that the listing is accurate and that are agents provide clear assistance to...

future guests. We would love to welcome you back in the future!

Dear [redacted], Thank you for your feedback. We’re sorry that the modern beach home on Dennis Cape Cod did not meet your standards. We have issued ? of the value of your reservation. Our records indicate that there are pots and pans in the home but we will speak to the homeowner about upgrading the...

kitchen. Our housekeepers should have set out shampoo, conditioner, and garbage bags so we apologize for that shortcoming. Our inspectors have never seen bugs at the home and skunks are common on Cape Cod. There was a hairdryer, broom and mop in the bathroom closet. We apologize about the construction but since that was conducted by the city we had no control over it. We apologize the housekeeper arrived at the home early, that must have been jarring. We have provided feedback about the correct way to verify a clean’s start time to her. We’ve suggested the homeowner upgrade the washing machine and dryer, however we disagree that the basement was dangerous.  We would love if you gave us another chance and would like to offer 10% off your future stay.

Hi [redacted],I apologize that the team did not get you a more definitive answer.  I'm not sure why quite frankly.  We had received a double booking for this home.  Unfortunately in the vacation rental world the various websites like [redacted], etc. don't all talk to...

each other very well and a booking came in just before yours and it still showed available.  This rarely happens, but sometimes unfortunately it does.  I can assure you we never cancel a booking for a longer booking - in these situations though we always honor the first booking that was made.

Unfortunately the Tahoe area in January of 2017 had an deluge of snow and rain.  Over twenty-four feet of snow fell during this period of time and while many of our homes were still usable, several were in areas that had sever power outages and were unable to be occupied.  It was almost...

impossible to find options for each of our guests due to the record-breaking snow.  From what we understand, ski hills and rental companies may be issuing refunds.  Travel insurance is always available for situations like this from companies like [redacted] to name a few.  Unfortunately home owners can't possibly be expected to cover someone's extra expenses when mother nature decides to shut everything down.  We make that clear in our guest contracts and strongly recommend buying travel insurance to protect guests from these exact types of issues.