Utopian LVH, Inc.

1) This was a same day booking / arrival due to the guest having booked a home through a competitor and learning upon arrival that the home they originally booked was not available. 2) The guest sought a 2 day rental , our property had a 4 day minimum. We were able to give a 3 day...

booking with an immediate arrival.3) The guest did a detailed walk through & inspection with our concierge upon arrival and found no deficiencies.4) guest had local concierge contact information as well as Sales agent's contact information and made no complaints or requests until well after check out.5) Guest had an unauthorized party 12/31.6) The photos do not depict the home as it was at time of check in.7) Guest already received one night consideration (3 nights vs 4 night minimum).

Utopian Markets Vacation Properties and manages Guest Stays, we are not Property Managers. When we learned of construction in the area of the vacation home, subject to this complaint, we immediately reached out to all of our summer bookings, include these guests to advise them of the situation,...

offer to move them or refund their reservation completely.  We had two weddings scheduled, one cancelled and received a refund. This guest elected to move forward. Our concession was paying 1/2 of the Aspen Tree Cover that the guests wedding planner selected, spending time working with the construction company to minimize impact, including moving equipment.  The mother of Bride was our primary contact. While she was very emotional upon arrival and prior to the ceremony, when they were departing she was very pleased as she saw the extraordinary effort our staff made in trying to make the occasion as wonderful as possible. We were quite surprised to receive this complaint. The financial concessions they were looking for were just not feasible after they rejected a cancellation and full refund that was offered. This home sleeps 24 people and the average rent per night was only $1,595. Utopian's commission is a fraction of that. The time, manpower and effort spent on this reservation put us in the Red. 1) We notified the guest as soon as we learned of the issue 2) we offered to cancel the reservation with full refund, which was rejected, 3) we made a financial concession of well over $400 4) we went to extraordinary lengths to make the stay successful. No further concession will be offered. This venue, at this price and the services provided was a value.

We have reviewed the above referenced complaint and find it to be extremely misleading and deceptive. The home is as described and photographed. It is a single family home, designed for residential purposes. The guest works for a musical production company, booked the home within 72 hours of the...

stay and obviously did no due diligence to verify that the home was suitable for the commercial use she intended. She arrived at the home, accompanied by a van with two male roadies full of musical equipment. When she entered the home, she indicated the common space, at the vestibule, was not as large as she envisioned and  immediately said "this will not due". He companions complained about the acoustics and rejected the home on that basis. The home did not smell like urine or cats. After they rejected the home, she saw a cat bowl outside and is now reaching for that as an excuse to avoid her obligation as it relates to this Reservation.They did tour several other homes that we have available and the men would quickly walk through, analyze the acoustics, which were obviously the most important aspect. They explained that they had musicians coming from all over to congregate, write and record. Our homes are residences, not recording studios. They are not advertised as recording studios. No refund was ever promised. As a result of them being advised there would be no refund, they checked out our other properties in an attempt to find a property suitable for recording. The homes were rejected solely due to acoustics This is a guest who did not due her due diligence before booking a home for a specific commercial purpose, rejected all options due to acoustics and is now being less then forthright in the presentation of the facts. We will offer a 50% refund in full satisfaction. Utopian LVH