Vacation Home Rentals, Inc.

Thank you for reaching out to us regarding the review submitted for a listing on Vacation Home Rentals. I do apologize that the review was not posted for that propertyVacation Home Rentals is an advertising platform and does not have the ability to manage an owner’s listing
information. However, if you do wish to attempt to leave another review, you can do so through TripAdvisorAll of the Vacation Home Rental properties are also listed on TripAdvisor and therefore a traveler can utilize their review process as wellUnfortunately since a listing number was not attached, a link could not be provided for ease of access to TripAdvisor’s review platform

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 resolvedThanks Revdex.comNice work
Regards,
*** ***

Dear ***, Thank you for raising your concerns to us via the Revdex.com and please accept our sincere apologies for the delay in getting back to youWe are sorry to learn about your dissatisfaction with us and that you’re unhappy with your account performanceHaving reviewed your previous
communication with us, we can see that your case has previously been escalated to our customer relations team to address your complaintA senior member of the team, ***, has reviewed your account and has been able to establish why you have not been able to receive inquiry notificationsYour account history shows, that up until 8th July, your settings were set that you do not wish to receive notifications, including SMS notificationsTherefore, our system has not generated email or SMS notifications to you, as your settings requested thisFurthermore, you are able to access your account any time to review and respond to any inquiries received, regardless of your notification settingsWhilst we appreciate that the account design has changed following the merge with ***, we are unfortunately unable to process a full or partial refund of your subscription, as this wasn’t triggered by an error, but was based on your settings in your accountWe are pleased to hear that you have since received notifications and hope that you are now able to manage your inquiries more easily Best wishes, *** *** Senior Customer Relations Executive

==> WE WANT A TELEPHONE CALL FROM THIS VENDOR !!
Regards,
*** ***

We do apologize for any confusion that Mr*** has regarding the functions of his VacationHomeRentals account. Clarification was provided to him when he contacted our support team in March, however it appears he did not receive that follow upAn owner on
VacationHomeRentals has the ability to "Accept" or "Decline" reviews An accepted review will post to the listing, and a decline review will not In this case, the review has been successfully declined and has not posted to the listing but can be seen in the owner’s account dashboard.Notification was provided last summer regarding the new relationship that VacationHomeRentals has with *** and ***. A listing on VacationHomeRentals is also featured on *** and ***Any changes that are made to the VacationHomeRentals account are updated on the *** and *** listings within hours Mr*** has chosen to renew his listing with VacationHomeRentals so we are happy to assist him with any future concerns

*** *** requested her listing be removed from our site and also requested that her credit card information be completely removed. She has properties listed with VHR, and they were deactivated from auto-renewal as requestedHowever, for accounting and record
keeping purposes, all credit card information is retained through our database in a secure way Additionally, when an owner goes into their dashboard, and clicks the “renew now” button, they will be able to see the card type, name, expiration date, and last digits of the card for every card that was used by them to make a paymentWe do not have the ability to remove this information, and we do apologize for any confusion this may have caused Ms. ***The cards on file are never charged unless the owner manually makes a payment, or they are enrolled in auto-renewSince Ms*** is not enrolled in auto-renew, she will not be charged without her manually making a paymentCommunication has been provided by our support agents regarding this process, so she is encouraged to reach out to us again for further clarification

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowHello,I do not accept the business's response in the 11/5/email which is in fact a $payment to go away and be quiet with n0ne of the issues resolvedWhile I continue to have little success in advertising my property with them, which I attribute to being at ht bottom of the listWhen we signed up for the day free trial , we WERE AT THE TOP of the list and we did VERY wellThis is why I paid the top fee of $fee for one year of advertising to be at or near the top of the the list which has 13-pages long at this timeIf visiting the "ad version" of the site which most people will do, as it comes up first in the google search listing, we are at almost the very bottomIf a customer then visits the "non ad version" after viewing the ad version, we are also at the very bottom as wellONLY if visiting the non ad version of the site FIRST do we show up as we shouldThis not only affects us as an individual owner but also other individual ownersAll individual owners are pushed to the bottom no matter what advertising level they choseThis company has done nothing to fix this issue , but rather there official response was "there is no bug" things are working as designedWhen asking why wasn't this information that property managers would always be shown before individual owners when signing up and paying for the top of the list position the answer was " this information probably should have been there." This is not the only issue that has not been corrected after an unbelievable amount of phone calls and emails to no availThey say things are fixed only to find out the same problems are not fixedExample, the calendar on flip key was not showing it is updated even though we update it EVERYDAYThey fix it and for one day it is correct and then is incorrect the next dayCurrently it shows it is a week out of date??We are unable to update picture and content on trip adviser, even though this issue was said to be fixed, and it was updated, but when we changed some content after the fix, it will not updatePretty simple fix what needs to be fixed, do the job we paid for and I'll be a happy customerIf tis company can not do the job correctly then refund my monies and I will go on my wayAgain I WANT THIS TO WORK but will not accept inferior or substandard business practices.Thanks for your time.
Regards, *** ***

Thank you for bringing this matter to our attention. We apologize for any errors in your listing being live on all of our points of sale. We have included the direct links to your property below that display your live listing on [redacted] and [redacted]. Due to any error, we extended your renewal...

billing date as a gesture of goodwill. Our locations specialist also confirmed that your property cannot be listed in both Point Venture and Lake Travis. Lake Travis is not a searchable location on either site, so therefore a property cannot be placed in that area. However, your listings can be found in the Point Venture search results.In previous communications with you, a phone number was not requested so we do apologize if you felt you could not contact us by phone. We do have an active phone line, [redacted], and service is available M-F 8am-9pm EST and Sat-Sun 9am-5:30pm. Please reach out to us if you have further concerns. [redacted]

Dear [redacted],   Thank you for your message.   We are really sorry to hear that you are not happy with the services offered by our company.   We further investigated about your account and we do see that today a Senior member of our Customer Relations Team tried to contact you but...

unfortunately they were not able to reach you.   We see that our Customer Relation team emailed you regarding your queries about our Terms and Condition (case [redacted]). We would suggest you to reply to them if you need any further information.   Many thanks     [redacted] – Vacation Home Rentals Customer Care

Dear [redacted],We are once again sorry to learn about your dissatisfaction. However, as discussed, our systems are designed to the follow the instructions given by owners in the form of their settings, content and actions. Depending on what you select in your contact settings, any notifications via SMS or email are generated accordingly. As an advertiser on our platform, you can fully manage your property and account settings yourself and we strongly advise you to review these regularly, to ensure that everything is in line with your requirements. Email and text notifications are an additional service provided on top of the regular advertising you are paying for. Your listing remained advertised on our platform and you were able to access your account at any point to review your settings, read and respond to enquiries and generate bookings. In consideration of this, we regret to inform you that we are unable to offer you a full or partial refund of your subscription with us. Best wishes, [redacted] Senior Customer Relations Executive

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I thank VHR for their response, but I have to say that they totally miss the point of my complaint. I am not critical of the additional condition which they added in September to their owners' terms and conditions. This condition relates to a matter known as "baiting" wherein a property agency with many properties advertises and pays VHR for just one rental property with the intention and in the hope that customers, who contact the agency through their VHR advertisement, will be persuaded to rent other properties which are not listed on the VHR site. I can say this, but simply as an aside, that the new condition does not affect me because I am not an agency and I possess only one rental property to advertise.As a professional lawyer I take care to read the whole substance of a contract before signing up to it. When I contracted with VHR and paid them an annual subscription for publishing my listing, that agreement did not include any clause allowing VHR at a future date to obstruct my listing (or take any other measures against me) because I was not willing to do what they had unilaterally decided that I must do. In this case, and without any choice in the matter, to click a button on the owner's section of their site marked "I agree" or somesuch words.What VHR have done is not just a case of bad business ethics; it is a clear breach of their contract with me. I will give VHR one more opportunity to lift the obstruction immediately and failing that they will have the opportunity to argue the legitimacy of what they have done before a judge.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  That is totally untrue and absolutely absurd.  Why would anyone use this service and not want to be informed of inquiries?  I have attached another letter of explanation, more detailed than my first, and a supporting document of the setup page that addresses [redacted]'s laughable claim that I did not wish to be informed of inquiries y email. Please refer to the paragraph I have printed in BOLD LETTERS. The second attachment is a screen shot of the setup page that is worded very clearly that I filled out correctly.  Not wanting to be informed of inquiries at an email address OTHER THAN my primary address, I did not enter another address.  VHR told me that I should have re-entered my primary address!  They need to word that section entirely differently to give proper directions. I also have all the other supporting documentation and can also furnish them upon request.  
Regards,
[redacted]

We will have a senior member of our support staff reach out to Mr. [redacted] to address any further concerns.

This property owner had accepted our terms and conditions to be on our annual auto renew plan. Therefore, an auto renewal did occur on her listing. At the owner's request, we did cancel and provide a full refund. When a listing is expired or deactivated, the information for the advertisement will...

not show on our site and owners are unable to edit the listings. After writing in on 12/14/15, our support agent made an exception and reactivated the listing for 24 hours so this owner could access and save account details. During this 24 hour period, the owner failed to enter her account and take down the information as she had requested. Our agent was able to copy and paste all the information from the listing and sent it to this owner at her request. This matter was closed and resolved on 12/16/2015.

Dear Mr. [redacted],Thank you for responding to us. The terms that you agreed to when you signed up to use the Vacation Home Rental’s service included the following sentence: “We may revise and update this Agreement from time to time.”In September 2016, we did exactly this and made a change to our terms. It appears that you understand the change quite well, the goal of which is to deter owner behavior that regularly results in a negative experience for and complaints from, travelers.  We deemed this change important and in order to call owners’ attention to it and to ensure the behavior changes, we have asked owners to acknowledge and accept the revision. If you do not wish to accept the terms, you are free to stop using the service immediately, we are reaching out to you directly to continue with our direct dialogue and hope to bring the matter to resolution. We thank you again for your continued patience.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. I am the owner of [redacted], and I am the one of paid the bills for the subscription. My married name was [redacted]. The email I received does not address the issue that the calendar cannot be adjusted once linked to an outside calendar. nor did the address the issue since and the calendar being useless redenr the subscription unusable.
Regards,
[redacted]

Dear [redacted], Thank you for your message. We are sorry to hear that. We investigated your account and we can confirm to you that the property #[redacted] is correctly offline as per your request. Many Thanks [redacted] – Vacation Home Rentals Customer Care

Dear [redacted], Thanks for your message.  Unfortunately, as you are not named on the account we are unable to discuss this with yourself, for security reason. We already contacted the registered email address on the 24th of July for more information about the calendar. Many...

Thanks [redacted] – TripAdvisor Customer Care

Dear [redacted], Thank your for your message and we are sorry for the late reply. We further investigated your case regarding the review and your request to reply to it. Unfortunately, at the moment, it's not possible to reply to the reviews left on [redacted] from your Vacation Home...

Rentals account. We appreciate your feedback and we do take it on board. We hope that this possibility will be available soon. Many thanks, [redacted] – [redacted] Customer Care

Hello Mr. [redacted], Thank you for your recent contact. I am sincerely sorry for the delayed response. I understand you have some concerns about our updated Terms & Conditions and agreeing to those to gain access to your account. Based on our records, you contacted our Customer Support Team on...

11/24 raising a concern that you were not able to access your account without agreeing to updated Terms & Conditions. You can review those Terms & Conditions by visiting our site at this address - https://www.vacationhomerentals.com/terms.html. I would like to give some background to the recent update to the VHR terms, as I understand you have some frustrations with it. One of our main complaints from travelers using our site is that they see a calendar showing a property is available and after inquiring, they are advised the unit is not available but an alternative is available outside of the VHR site. As such, we have made a decision to clarify in the terms that each advertisement must display an individual and uniquely identified property available for short term rent and that interactions and transactions with travelers relate only to the property listed on the VHR website. This clarification brings our terms in line with industry standards and helps maintain traveler confidence in our brand. I would also like to confirm that the following information was included in our Terms & Conditions agreed to at your initial date of payment, "We may revise and update this Agreement from time to time. If you are a registered user, we will attempt to inform you of any material changes by notification to the email address you have provided as part of your registration information." We welcome you to continue listing with our site, and to do so, you will need to accept the current version of the Terms & Conditions. While we feel the recent updates to the VHR terms are reasonable and will help insure brand confidence, subsequently increasing the value of listing with us, we understand you may still wish to no longer use our service. As such, I will be reaching out to you directly via email to discuss how you would like to proceed and resolving access to the account. Thank you for your patience and cooperation.