Vacation Rental Pros Property Management LLC

We acknowledges the *** * *** claim for the amount submitted. We deeply regret any inconvenience that the customer has experienced. The refund has been processed and mailed with expedited handling. Also we tried to call guest and left detail voice message

Complaint: ***
I am rejecting this response because:bid this complex has unusual regulations these should have been disclosed asap not after the hours passedIt is sad that you have done this to so many others and myselfSomeone really needs to put this company to a stopI will be contacting the *** *** ***Your practices are immoralSticking to your response only shows how much of a scandal this company is!
Regards,
*** ***

I ask the Revdex.com to intervene This is not a complaint regarding a 3rd party web site called *** or ***.We are willing to cooperate in writing with Mrs*** regarding this 3rd party web site But, we have no control over this web site at all In terms of trying to get a resolution to a complaint that we believe is baseless regarding Vacation Rental Prs, We ask Mrs*** to produce a letter to the 3rd party web site and we will agree to sign the letter

The guest requested for a move, she did not like the *** *** *** House: *** * *** *** *** *** *** ** ***She agreed to move to *** *** *** * *** *** ***The guest was informed and acknowledge that she is required to pay for the upgrade, during the move
request We informed her that the *** of *** *** was willing to accept half the rent for nights estimated at $487.16Her card was declined twice and she called back several times during her stay to state that she refused to pay any amountsHer words were that VRP should "erase the balance"She called twice yesterday 04/05/2016, to speak to accounting who transferred her to customer service both occasions unwilling to pay the half when we attempted to collectHer last call to us was that she claimed that she qualified for an additional 20% discount off the half she is supposed to pay but this claim was denied as there was no evidence of further deals/offer. There were no notes/emails that suggest that she is entitled for a 50% discount followed by a 20% discount

Dear Revdex.com and GuestI was concerned to hear of our customer service department handling this guest in any other than a professional manner As the guest indicated, all calls are recorded I researched the call, and only one call came through to our reservation team and our customer
service agent handled this in a very professional manner explaining how *** works and how the pricing on *** and their Book it Now button is accurate if you book it that way or the guest could book the property with our customer service agent or on our web site The guest however had a completely different idea of pricing on *** which is a web site that is advertised on my Vacation Rental Pros but not owned by Vacation Rental Pros The guest reported pricing on the web site that is a "range of pricing" In other word at the very bottom of the ad - *** indicates a range of pricing for the property - yet clearly indicates that the pricing is subject to confirmation AND that 100% accurate pricing can be found through the Book it Now button that is on their web site The book it now button is a completely 100% accurate way for a guest to get a price and book the reservation The guest did not want to hear any of this, but that is how *** works and that is how their pricing works Our pricing on *** is 100% accurate for Book it Now and the guest can book this property right now at that price Or, can book the property with our customer service agent or on our web site All *** ads get a direct feed of data from the VRP web site and match our web site for the Book it Now pricing

Complaint: ***
I am rejecting this response because:I DID contact *** and ***. They told me that I needed the passwords and access to the site which I do not have. I did not place the ad on ***. Vacation Rental Pros DID. Vacation Rental Pros had made not effort to help me to resolve this issue by telling me how to remove the ad and/or give me the passwords to access the account. The ad is still online and when you click on the ad, it says an agent from VacationRentalPros will contact them within an hour. ***= Vacation Rental Pros then offers another site because they are not able to offer our property. And they offer a $discount to do so
Regards,
*** ***

Mrs***, I am sorry that you had to face the issues with the construction across from your unit Unfortunately, Vacation Rental Pros does not have any control over the construction of buildings outside of our company According to the signed contract,
under Section 18, "Manager is not responsible for any construction next door to a property, across from a property or near a property including noise from construction equipmentNo rental adjustments or refunds will be made as a result of these conditions." However, because of the issues you faced during your stay with us, we are willing to refund 10% of the rent I have sent a Refund Waiver to your email on file If you are agreeable, please sign and send back to us and we will process your refund

From: *** *** ***Date: Wed, Sep 7, at 12:PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #***.To: Revdex.com Please let vacation rentals know I am closing complaint and my *** will handle.Thank you,*** ***

Per guest report, *** *** responded in timely manner as indicated below:Regarding the AC and the delay in getting it fixed, AC vendor was dispatched on 8/and reported the system was low on Freon, but could not locate a leak. The next day, 8/23, guest called in and AC vendor was
then dispatched They found the system was overcharged, so they removed some Freon and system was running OK. Guest called back in on 8/advising AC was again not cooling. AC vendor was dispatched and after advising the guest it would be very late for arrival (midnight), they gave the OK. Then, at pm called to cancel and request the next day. AC vendor went the next morning and replaced the motor and capacitor and all was OK. As for the other issues reported, the refrigerator and stove service orders were cancelled per guest request.Management also offered to move to another available location. However, the guest declined.We believe management responded on all the requests from the guest and even offered $for the inconvenience. This we feel is very fair to the guest

The guest checked into *** *** on 11/22/2015.located at *** *** *** ** *** **.Please find included multiple pictures from the Vacation Rental Pros site that clearly display that the unit is a two story house In addition, documentation sent to the guest stating the unit has
baths in their guests contract As well, a picture of the beach access that shows it is blocks away from the house..On 11/23/Guest Relations received an email inquiring about the beach access from the guest stating that they were not able find it Vacation Rental Pros immediately sent an apologetic response giving detailed directions to the vehicle beach access slightly south of the location and directions to the access up the street from the unit on the right hand side.On 11/24/the guest emailed in return stating that they had attempted instead to use the beach access up the street and there was a sign that said private property He also mentioned that the house was advertised with bedrooms and bathrooms and that it in fact only had bathrooms and demanded a 20% refund The Guest Relations team apologized for any confusion and informed the guest that they would look into the matter After a detailed review, Guest Relations responded that the property was in fact listed as a bedroom, bathroom A link to the website was provided Vacation Rental Pros requested information on where the guest may have viewed the bedroom, bathroom advertisement so that it could be corrected The guest in turn replied that he did see that it was in small print on the website as bathrooms, but according to the guest all his paperwork stated bathroom.sThe paperwork was reviewed by Vacation Rental Pros and was found to accurately state bathrooms.On 11/29/after review of all issues, Vacation Rental Pros apologized to the guest and made him aware that everything was as advertised online and in the rental agreement, and that the company could not find grounds to warrant compensation.In the Revdex.com complaint, the guest mentions that the unit was not advertised as two story in this complaint Please note, this issue was never raised as a concern during the guest's stay but we have provided photographic proof from multiple photos on our web siteWhile we do not believe any refund is warranted at all based on the accuracy of our information, we will as an act of good faith offer the guest $refund

We reviewed your file and we will refund you $back

Ms***, I am sorry that you had to deal with these issues during your stay with Vacation Rental Pros If we would have known of the issues when you checked into the unit, we may have been able to fix the problems in a timely manner We were not aware of the issues until the
day before you checked out of the unit, which does not give us enough time to rectify the situation We are unable to refund any compensation for the problems that you have reported at this time, but we will give you 10% off next time you book with Vacation Rental Pros

Our Records showing that the reservation was cancelled within hours and there is "0" balance on the reservation

We are sorry, but confused since the guest did not purchase any reservation and there is no reservation in placeWe have not charge any fund

Complaint: ***
I am rejecting this response because: $they offered to refund does in no way compensate me for what I went throughThe business did not call me, they emailed me a half apologyI replied with a video (one of many
I have) with the beach under construction and loud trucks below my window daily during my stay from 8am-4pm. This is what woke my family up during our stayI had to drive my family minutes daily to go to the beachI also sent them pictures of the closed kids pool, grill and ceiling out for repair in the health clubNone of this was noted in the ad when I rentedThis was all on top of poor communication - gate pass not ready, door lock number they gave me was wrong which caused me to have to check in after their late 4pm check in and TV in the living room was not working and that too they gave me the wrong code forI wasted more on the flight than I did on the room and had I known all of the above I would have never had booked this vacation
Regards,
*** ***

We are calling the guest directly

I called and LM for the customerI have issued a credit for the travels insurance in the amount of That credit will appear back to the card within 24-hours - I have attached the credit recpt

Complaint: ***
I am rejecting this response because: While they offer to pay for some of the damage, the linens which they say are a annual expense were less than one month old. They were not worn out but gone. A set of queen sheets was present -we have no queen size beds in the condo. Their cleaning individual returned items wet, the unit was not clean ( glass on floor from the broken shelves) ketchup on walls. Last winter our unit had been repainted , re-carpeted, and cabinets replaced and with less than one month of rental needed many repairs- no one was held accountable for damages Additionally the response does not even acknowledge the key we were given to another condo
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I was told my refund would be with a check in the mail
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Not once have they said anything about the recording--even though they record conversations for their own protection! This proves to me that they are accountable but not willing to solve a problem that they know to be true! If they want offer any other solution I'd ask the Revdex.com to document this and continue to give them an unacceptable rating!
Regards,
*** ***