TurnKey Vacation Rentals, Inc.

Thank you for your feedback [redacted]. We fully refunded you through [redacted]. If you have not received the refund at this time, please let us know. You were uniquely inconvenienced by a very rare occurrence. We apologize for your experience and hope you will give us another chance in the future.

Complaint: [redacted]
I am rejecting this response because:They...

violated the contract also.  It says no where they have the right to eject you.  A pet fee but not ejection.   They need to re write their contract to State such action can be taken.  They threatened my mother ([redacted]), and had people spying on her and the tablet camera was watching everything.   We stayed in this same condo 2 years ago and had the same 3 pound dog with us at that time.  Stayed 5 days and never had a problem.  Pathetic.  Threatening an elderly lady and scaring her so bad.  The least you could do is refund part if her money.  Turnkey will never get another dime from us and will tell every one how she was treated.  
Regards,
[redacted]

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.
Please cancel our compliant We reached an agreement  Thank you Regards,
[redacted]

Thank you for reaching out. We wanted to confirm that you have received the refund for your stay, and address the issues you have experienced. We apologize if it was unclear that the entire balance was due upon booking since your booking was made within 30 days of arrival on Booking.com....

Unfortunately TurnKey has limited control over the way the information was presented on this website. This is a challenge for us, although we are able to include the following, “Any remaining amount will be due within 60 days of arrival: 50 percent (after booking).”This unit is indeed a triplex and offers a shared hot tub, and we appreciate the idea of including a diagram to be sure parking details are always clear. Also, we agree that there could be additional pictures of the stairs and will send our photographers to take additional photos shortly to avoid future confusion.We apologize there was an issue with the neighbors. Our local agents did follow up with them in-person and they agreed to move their cars to accommodate you. Our local team also followed up to confirm that the two vehicles that were in the driveway are in the appropriate parking spots. Hunter, who you mentioned, works for Red Awning. We have tried to assess what RedAwning communicated to you but the agent you spoke with has been out for many weeks so we have not been able to make contact. We will continue to work to follow up. Again, thank you for reaching out. We do hope that you take advantage of the partial discount we’ve offered on a future stay with TurnKey. We’d love it if you gave us another try.

Hi [redacted],In general, the Turnkey Advantage does not get applied to Airbnb listings simply because Airbnb does not have an automated way for us to keep rates up-to-date.  You'll see that TurnKey listings are not supposed to have that language on Airbnb - we do have it on...

VRBO/HomeAway/TripAdvisor because those rates are automatically updated.  We have been working with Airbnb for over a month now to try and get the system to update automatically and are close to a solution.That being said - it appears that someone had entered in the TurnKey Advantage language into the listing you wanted to book.  I apologize for that confusion and TurnKey would like to figure out something that works for you.  Unfortunately in the meantime the property got booked through the night of the 27th so the first available date is the 28th now.  How do you propose we proceed?

Complaint: [redacted]
I am rejecting this response because:
You have received a number of fraudulent bookings?  Well I'm not one of them.  Your procedures should NOT put people at risk for identity theft.  Do you have encryption such as SSL or PGP incorporated to protect the CUSTOMERS that are supposed to be giving you this information?  Are you aware that sniffing software can steal any information in transit?  Could you please show me which clause of the contract that I signed, and you accepted, that showed that I was supposed to give a picture of my passport to you? I have been sharing this information with everyone, and no one will ever deal with a company that requires a passport picture.  No one.  I will be informing the RCMP that you are collecting and keeping this information on Canadians.  And if you'd like to check on my identity, why in the world haven't you checked with the multiple times I have booked properties through VRBO?  I can provide several references of successful bookings. You only had to ask.  Your "policy" is one that is intrusive and puts the customers that you are supposed to be working for at risk for Identity Theft.  I offered to Skype a session and 'SHOW" you my passport.  I offered to work with you through MasterCard to confirm my identity.  I could have given you the VRBO references, but NO, none of that was acceptable to you.  Your "policy" is outrageous and will prevent any of us "international" individuals from dealing with the people who own properties that you are supposed to be servicing.  And it is very interesting that TurnKey Vacation Rentals had me circumvent dealing through VRBO and have me deal directly with you instead of dealing through VRBO.  I have reported you to VRBO.  You told me that "it would be cheaper" to deal directly with you than through VRBO.  Dealing directly with you has been a nightmare.I want my deposit refunded immediately. As of today, I still do not have my Money back.  You've had it for almost 1 month.  I now have to start my process of the hours and hours of work of re-booking a vacation.  I am requesting a further refund of $50 U.S. from you for the stress and trouble you have caused.  A very dissatisfied "verifiable" customer,
[redacted]

Again we regret the entire situation, but the guest in fact violated the rules, bringing a pet onto the property.  We must abide by the owner's wishes and recommend the next time to try and find a property that allows for pets.

Revdex.com:
I received a phone call from TurnKey. They have refunded 1/2 of the rent.  Please reference to complaint ID [redacted], this resolution is satisfactory to me.
Regards,
[redacted]

I'm very sorry to hear you had that experience and from what I am told by the team they immediately reached out to you to figure out an alternative, but you had already booked another place.  Unfortunately we have seen a dramatic increase in fraud attempts over the past two years that have...

required us to implement very stringent identity checking.  We no longer accept scans of photo ID's of any kind after we encountered several stolen driver's licenses have been involved in fraudulent bookings.  We have implement very easy-to-use identification verification, but it has it's limitations as you have encountered with how it calculates age (by month, not by day...).  We believe this checking is a positive for the industry - fraudulent bookings hurt everyone involved and at TurnKey we want to lead the industry to make it clear to fraudsters this is no place to be working.

Hi Mr. [redacted],At TurnKey we do honor prior owner reservations at a reduced percentage.  Unfortunately though it is very difficult for TurnKey to operate a home when an owner also lists that home separately, at lower rates than we have.  If a potential guest goes online and sees your home...

listed twice, with one of the listings having lower rates, clearly the guest is going to book at lower rates.  The problems we had arose due to the continued bookings you made long after you signed our agreement.  We wound up servicing those bookings and even paying for housekeeping to be done on those bookings in many cases despite not having received any of the money for them.  The amount due to us is well documented and represents the outstanding balance.  We are sorry it did not work out with TurnKey, but we obviously can't run a business where we are competing against duplicate listings and paying for things when we don't receive the funds for them.

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]

Again, we want to apologize for the late notice, however it is almost impossible to predict the weather, particularly when over twenty feet of snow has fallen.  Hundreds of homes were affected and when possible we found alternative accommodations but in many cases there was just nothing else available.

We understand you are frustrated, but the home you rented was not affected by power outages.  We had numerous renters all in the area successfully staying at our homes.  For the small number of homes we have that were affected by power outages we found folks alternative accommodations.  Again, we understand your frustration, but if we adopted a policy where anyone in the country who couldn't reach their accommodations because of weather on the day of arrival got a refund - we wouldn't have any owners who stayed with us.  This is the most common policy in the insurance industry, and travel insurance is easily available for these exact type of situations, in fact it is available right in the check-out pages of HomeAway from what we understand.

We apologize for the confusion on rates.  It is a frustrating situation for us as well.  Unfortunately what you pointed out is beyond our control.  TurnKey loads rates into a system, and [redacted] then determines what price is shown on search results with no dates entered based on the rate...

data TurnKey submitted. We don't control what average rates they show, and it is usually some combination of the lowest rates of the year.  The only way to get accurate rates is to enter in specific dates and get the results.  Rates for off-peak midweek stays like mid-October in Tahoe are always going to be much lower than say New Year's or 4th of July, but [redacted] might put October as their default rate.  [redacted] also chooses not to display things like cleaning fees or taxes in the initial rate quote, something we have asked them to do for years.TurnKey is not the only company who is put in this position.  We checked a non-TurnKey property for your same dates and we saw a $30 dollar difference when we put in dates versus searching with no dates. We’ve attached the screenshots. It’s a common discrepancy on a booking site.We’re sorry you had a poor phone experience.  [redacted] recently changed their policy where they no longer give out our direct phone number.  The phone number listed on their site goes to their off-shore call center, and those people do not have the training or access to answer questions like this.   These are not TurnKey employees. We are constantly training and improving the quality of our reservations team, but even our own employees would not be able to answer pricing questions that happen on the [redacted] website.If you’re interested in the least expensive trip, a good rule of thumb is to book during the low season during the week. [redacted] is actually testing a model that would show guests accurate rates including cleaning and taxes, and the cheapest time to book on a calendar similar to an airline.

Complaint: [redacted]
I am rejecting this response because:The response is inaccurate and immediately contradicts the documented evidence I provided.  Power was out in Tahoma, CA for 5 days while highways 50 and 80 that serve the area were closed for a week.  The States of NV and CA imposed travel advisories "DO NOT TRAVEL".  I'm beyond frustrated at the level of unprofessionalism and greed displayed by TurnKey. Your own customer service agents agreed that the circumstances I (and thousands of others face) warrant a REFUND.  Your own agent told me "That hundreds of travelers were impacted". Pick a lane, it can't be both ways.I will not accept anything other than a full refund.
[redacted]

Hello [redacted],Thank you for your feedback. According to our records, you received a full refund on September 6, 2017. If you have not received your refund, please feel free to contact us. We apologize that we did not respond to your call quickly. However, our employees were working tirelessly to...

assist our guests and homeowners during the hurricane. We agree that our guests should always be treated kindly so we’ve delivered feedback to the customer service agents you spoke to. We hope you give TurnKey another chance in the future.

I'm so sorry for the confusion - according to the team here they reached out and had worked something out with you to help the situation.  Please let me know if this is incorrect and I will make sure we get in touch directly on Monday.