Vacation Rental Pros Property Management LLC

Dear Mr. [redacted]Vacation Rental Pros Thanks you for pointing out the errors in our listing for this property on [redacted]. We see the four documents you provided showing, in bold print, that this house has 2 bathrooms and walk to ocean. This was a mistake on the part of Vacation Rental Pros and we have removed the listing from [redacted]. We do see how this could cause a misunderstanding and we apologize.Also, sending you an email instructing you to use private property to access the beach was a mistake. The house is 2 blocks from the ocean but public access is about a half mile south. Again, we know you rented this house thinking beach access was in walking distance for a 2 year old and we are sorry the listing was not accurate.Please let use know how we can make this right with you.Regards,[redacted], the above would have gone a long way to prevent this hassle. The house is fine. Your Guest Relation [redacted] making up crap that never happened is sad. If this is company policy that is sad. You have it mostly correct and hidden in small print on a 30 page contract all is possibly legally correct but that does not justify how this was handled.Thank you for getting involved. You might want to get another [redacted] as this one sure knows how to lose customers forever.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]

Complaint: [redacted]
I am rejecting this response because:the money is released and able to be refunded under reservation #[redacted] and/or can be found in your computer under my name.  I have left several messages with [redacted] in Accounting, spoke to others in accounting,  and spoke to customer service daily on the telephone.  I have been told everytime  that a refund is clearly showing due on my account.  I have been told a check needs to be issued due to my credit card not accepting the refund.  I have called my credit card company [redacted] to verify a refund can be issued to it and was told it can be.  please refund the $3988.35 that is due to me.  if there is a problem, I can be reached at [redacted] to correct the issue quickly.
Regards,
[redacted]

Dear Mrs. [redacted]: I sincerely apologize for any inconvenience these issues may have caused you. As it was relayed to you, VRP had to make changes to your reservations due to a major storm hitting the area in [redacted] that left several units without electricity and down power lines. VRP...

contacted you to inform of the change and proceeded to accommodate by moving you and guest to a different unit. Pursuant to VRP’s contract, Section 14 Unit Assignment. Due to circumstances beyond the control of Manager Property management ([redacted]), if the property becomes unavailable for any reason, we reserve the right to move, relocate, reassign or change the rental property noted on your confirmation. [redacted] is not responsible for error, for property changes made by the [redacted], or for any conditions beyond our control upon arrival. I understand the unit you were moved to did not accommodate your guest size and you requested to be moved back to the original unit. VRP informed you of the condition of the original unit and stated once original unit has electricity and cleaned we would move you back in. You then took it upon yourself to move into unit without authorization. Once electricity was restored VRP sent housekeeping to the original unit to clean; services was rejected. VRP works very hard to cure any problems reported to our office. Although the offer of $154.00 was declined, we would like to offer it to you again.

Complaint: [redacted]
I am rejecting this response because:
Because it is completely falsified. I have every email written before I booked the house. They all state that I planned on having a small get together at the house with our guests afterward with my family and friends that were staying at the house. I stated that there would maybe be 35 people - There were much less than that and only 16 of them stayed at the house. The others were gone after 3 hours and most of them were in their 60's and 70's. No one got crazy and damaged stuff and stole stuff as it seems to be reported. I am 40 years old and my friends and I are pretty responsible people. We wouldn't damage a home. This house needed work.
I was extremely up front before and while booking regarding the wedding taking place. The emails below show that I was aware of a $500.00 fee, but again, assumed it was part of my rental when either [redacted] or [redacted] booked it. I specifically spoke to one of them on the phone to find a house suitable that would allow the wedding on the beach behind the house and about 20-25 people for a get together after for a few hours.  Whoever assured the owner that I would not be having a wedding was completely incorrect and was not me. I wasn't trying to be shady AT ALL and try to get this rental for a cheaper price. I did exactly as my email stated I would. Had there been an event charge to be charged, it should have been a part of my contract originally. 3 hours of extra utility usage in a home that was deemed to fit 26 people, can hardly be blamed on me and my family and friends. The air conditioner was also not my fault and I believe I am being penalized because of this cost. We stole nothing!!! We damaged nothing!!! the drawer fell in the kitchen literally fell out when we opened it causing the drawer to fall and damage the plastic drawer pull. If you want to add in this $4.00 fix ,that's fine, but I will not be penalized for anything else. We did a ton of linen laundry before we left, trying to assist the housekeeper and do more than our share.
As far as someone calling me to explain the event fee??? this was only after I put in 2 phone calls after seeing my receipt with the extra charge coming off of my debit card without knowledge of what the fee was. SHADY!!!!!!!!!! No way at all to practice business. 
Do you see anything on my receipt that states that an EVENT FEE WAS CHARGED??? My receipt is attached.
This is unacceptable as an outcome and I cannot believe you can sleep at night. Still expecting the refund of $588.02. This is a breach of contract.
 
 
----- Forwarded Message -----From: [redacted]To: Vacation Rental Pros Sent: Wednesday, June 3, 2015 1:25 PMSubject: Re: FW: Re: Contact Us
I looked over what you sent me.  Those emails are for a different property.Also, my daughter sent me a copy of the contract and there is no indication of an event fee/potential event fee (even if it was to be charged post event) to be paid.  If you are going to charge people for such an item it should be on the contract and indicate that it will be charged after the event takes place.When you indicate that the entire rental needs to be paid in full several weeks prior to the actual rental dates, "Paid in full" would indicate just that...paid in full.  This would be good business practice. You charge a non refundable deposit for possible damage.  The only possible damage caused by my daughter was that a kitchen drawer obviously did not have a safety stop on it and it pulled out of the cabinet, fell on the floor,  and the draw pull broke (perhaps $5 in cost and about 3 minutes to repair).
As for the list of repair items, there were a number of things that needed tending to.  You get top dollar to rent the house at [redacted] for a house that needs lots of work.  Here is the list of deficient items in the house:
1.  Dangerous/sharp broken marble floor tile on stairs.
2.  House was improperly cleaned:  Dirty windows and counter tops.
3.  Outside deck furniture, blow up toys, etc. piled on one side of deck, making it unusable.
4.  A/C downstairs was broken and did not get repaired until 1 hour before  arrival of guests.
5.  Downstairs refrigerator not working almost resulting in spoilage of wedding cake.
6.  Broken main floor toilet (calls for service were not responded to 6/24)
7.  Shower in same bathroom did not drain (waited for toilet repair to inform repairman of this problem but repairman never arrived)
8  .Decks falling apart and very wobbly (safety issue...danger of collapsing).  One of the built in deck benches was so warped it could not be used as a seat.
9.  Some type of rodent in ceiling of downstairs bedroom.
What would you say if you rented a hotel room that had a rat in it? 
A refund should be made for these deficiencies.
Thank you.
[redacted]
Thank you.
A Video Tour Of Palm Coast
[redacted]
Cell:[redacted]
email: [redacted]
Go With "Gordo"
       "Success Comes In Cans, Not Can'ts"
On Wed, Jun 3, 2015 at 12:17 PM, Vacation Rental Pros wrote:
Please read below the message between [redacted], and [redacted] 
[redacted] 
[redacted] Vacation Rental Pros[redacted]
Anyone on our team can assist you. ([redacted]. 0 or email us at [redacted] Seven days a week 8:30am to 8:00pm EST. 
Join us on Facebook and Twitter and YouTubeVacation Rental Pros Property Management, LLC | [redacted]
Maintenance Request
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Call
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Add to Skype
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Original Message----------------Subject: Re: Contact UsFrom: [redacted]To: "Vacation Rental Pros" [redacted]>Date: 2014-06-18 20:31:16Hi [redacted],I spoke with you a few months ago regarding renting [redacted]. My fiance and I moved our wedding date and we are now getting married 5/23/15. Can you please let me know if this house is available from 5/22/15-5/29/15. We would also like to get married on the beach behind the house. I remember you said that was an additional $500.00. We will have 35 or so people at most at the wedding, and then only about 18-19 staying at the beach house. Please let me know all the details. I am very interested in securing this rental ASAP.Thank You!![redacted]--------------------------------------------On Mon, 11/25/13, Vacation Rental Pros wrote:Subject: Re: Contact UsTo: [redacted]Date: Monday, November 25, 2013, 10:31 AMHopefully we'll begood.  I'll be out of the office but back in on Sunday. Can I schedule to call you on Sunday after 9:30am?If so just provide mewith your phone # and I'll call you Sunday.Thankyou,[redacted] press 1 and just ASK FOR MEPLEASE!ReservationsTeamJoin us on Facebook and Twitter and YouTubeVacation Rental Pros PropertyManagement, LLC | 1[redacted]  *  [redacted]Find Your DreamVacation Rental at [redacted] OriginalMessage----------------Subject: Re: Contact UsFrom:[redacted]To: "Vacation RentalPros" Date: 2013-11-25 10:29:07Ineed to make sure our guests are all on board and doublecheck with my fiance, but I think it's a go. I know thisis a holiday week, but I can probably put the deposit downby Friday or Saturday. Hopefully no one steals my datesbefore then. From: Vacation RentalPros To: [redacted]Sent: Monday, November25, 2013 10:23 AMSubject: Re: ContactUsOk did you want to go ahead and secure those dates? That sounds lovely!  It's just $300 to secure this house and then we setyou up on payments. Thankyou,[redacted] press 1 and just ASK FORME PLEASE!Reservations TeamJoinus on Facebook and Twitter and YouTubeVacation Rental Pros PropertyManagement, LLC | [redacted]
[redacted]  *  [redacted]Find Your DreamVacation Rental at [redacted] Original Message----------------Subject: Re: Contact UsFrom:[redacted]To: "Vacation RentalPros" Date: 2013-11-25 10:15:55[redacted], There will only be about 20-25 at the weddingceremony and around 16-18 people staying at the house. Someof my family is in Florida already, but we are keeping itvery small. We also didn't plan on doing any type ofreception... Just a kind of get together at the house for alittle while. Then - spending beach time with friends.:) Thank You, [redacted]From: Vacation RentalPros To: [redacted]Sent: Monday, November25, 2013 9:24 AMSubject: Re: ContactUsHi [redacted],  Yes good news.  [redacted] is available from10/7 - 14 (the weekly rate is less than 4 or 5 nights) for atotal of $2795.39 with a $50 discount.  Now if you're having the wedding there, I forgotand having a lot of guests, it's an additional $500event fee. Thankyou,[redacted] press 1 and just ASK FORME PLEASE!Reservations TeamJoinus on Facebook and Twitter and YouTubeVacation Rental Pros PropertyManagement, LLC | [redacted]
[redacted]  *  [redacted]Find Your DreamVacation Rental at [redacted] Original Message----------------Subject: Re: Contact UsFrom:[redacted]To: "Vacation RentalPros" Date: 2013-11-24 20:40:44Hi [redacted], My fiance and I have changed the date of thebeach wedding to October 11th. Is the [redacted]house available between 10/7/14 - 10/12/14? If so, what willthe charges be. We are still interested in having theceremony on the beach. Let me know when you have a moment. Thank You, [redacted]From: Vacation RentalPros To: [redacted]Sent: Tuesday, November5, 2013 2:58 PMSubject: Re: ContactUsHi [redacted], No I am so sorry!!  I do know a good place though,it's called [redacted] in [redacted].  THeydo really good weddings.  Ok I'll be here Wednesday then back on Sunday. Just let me know if I can help you with any otherquestions or to secure this house!By the way, congratulations!Thankyou,[redacted] press 1 and just ASK FORME PLEASE!Reservations TeamJoinus on Facebook and Twitter and YouTubeVacation Rental Pros PropertyManagement, LLC | [redacted]
[redacted]  *  [redacted]Find Your DreamVacation Rental at [redacted] Original Message----------------Subject: Re: Contact UsFrom:[redacted]To: "Vacation RentalPros" Date: 2013-11-05 14:48:43[redacted], That house is nice as well. I need to talk to myfiance and get a better idea on a more definite headcount. Do you help out as far as any wedding plans go?Do you have a list of vendors or anything? Just curious. Nota big deal if you don't. I will be back in touch withyou later this week. Thank You!! [redacted]From: Vacation RentalPros To: [redacted]Sent: Tuesday, November5, 2013 2:43 PMSubject: Re: ContactUsHi [redacted],  I can't do the [redacted] but I do havethis house that will allow that. It's super nice andright on the ocean. This oneincluding all fees & taxes = $3,430.76[redacted] - Newly Renovated (OceanFront -5 BR, 3BA - Sleeps 16-20)[redacted]This is the only one I have that would work.  Let meknow how you like this one. Thankyou,[redacted] press 1 and just ASK FORME PLEASE!Reservations TeamJoinus on Facebook and Twitter and YouTubeVacation Rental Pros PropertyManagement, LLC | [redacted]
[redacted]  *  [redacted]Find Your DreamVacation Rental at [redacted] Original Message----------------Subject: Re: Contact UsFrom:[redacted]To: "Vacation RentalPros" Date: 2013-11-05 11:13:55I believe for the ceremony, around 25-30 at most.Then most of my Florida relatives will go home and therewill be 16-18 staying in the house for a mini vacation. I will not be having a reception... Just want tohang with friends. From: Vacation RentalPros To: [redacted]Sent: Tuesday, November5, 2013 11:11 AMSubject: RE: ContactUsHow many people will you have forthe function? Thankyou,[redacted] press 1 and just ASK FORME PLEASE!Reservations TeamJoinus on Facebook and Twitter and YouTubeVacation Rental Pros PropertyManagement, LLC |[redacted]
[redacted]  *  [redacted]Find Your DreamVacation Rental at [redacted] Original Message----------------Subject: Contact UsFrom:[redacted]To:"[redacted]Date: 2013-11-05 08:18:58Contact Us First Name: [redacted] Last Name: [redacted] Email Address:[redacted] Phone:Arrival Date: 12-11-14 Departure Date: 12-15-14 Property Name: [redacted] Property ID:[redacted] NC_name:[redacted] Comment: I wasinterested in this home for my beach wedding ceremony (noreception) and having friends stay with us. Is thissomething you would be able to accomodate? Pleaselet me know, and if it's available. Thanks!
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Regards,
[redacted]

Ms. [redacted],Thank you for bringing this matter to our attention. We count on guests like you to give us feedback so that we can work better with our booking partners like [redacted] to give our guests a great experience. I wanted to give you an update that we are working diligently to provide your...

refund. I apologize that you had this experience and I want to let you know that we are working to get you the refund for your canceled vacation. We are confirming some financial details via [redacted] concerning ours and their financial institutions. I expect to update you early next week.I very much appreciate your patience and I look forward to resolving this matter as quickly as possible.Take care.Sincerely,[redacted]VRP

Ms. [redacted], Thank you for taking the time to bring this to our attention. I understand you spoke with [redacted] and [redacted] in our office and we were able to explain the $300 balance. I understand also that you are sending a $300 [redacted] payment. As soon as that payment posts to our account, we...

will mark your reservation paid in full. I trust we have successfully resolved your situation. Take good care and happy vacationing! Sincerely,[redacted]VRP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:First of all this not how it happened Housekeeping came on 4/3 at 9:00pm after staying in a foul smelling condo for already 1 night and now because of time of night and housekeeping said they wouldn't be open till 4/4 confirming the Odor also. (2 wasted nights on vacation) 4/4 after Repeatedly calling numerous times once again getting no one to help us and getting NO where. We went to the "office" to talk to someone in person. She couldn't help so she called customer service for us. We were willing to except a comparable place which they could not find us. I paid for ON the OCEAN and a POOL. She offered us NEITHER. Said we could get a refund because nothing was available.  NOW wasting a half day of my vacation looking for a new place my self because it was impossible to get help from them. They DID NOT try to help resolve anything for us. Saying they were going to send a carpet cleaner over 4/4 evening. NOT expectable can not stay in a place with WET carpet. They also didn't know if that would even help the odor. We also are NOT communication with Customer Service because we have called NUMEROUSE times a day everyday ON vacation and up until we filled a complaint and have NOT received and help, call backs or a manager to talk to they keep going back and forth on there decision of my refund. I paid for a condo on the ocean with a pool they could not give me even close to that and it is not expectable to stay in a condo that has a terrible odor then to wash the carpets and stay there with wet carpets not knowing if that would help Really?  Clearly VRBO needs to  read my original complaint because by their response they did not read it! They haven't tried to help at all on this. (VRBO) For the record they have NEVER returned a call back to me I have to call them every time even when they say a manager will call me back. That has NEVER happened.
Regards,
[redacted]

This renter was fully credited back, the moment the reservation was made. We do not credit for air tickets, due to canceled vacations. Cancellation ConfirmationYour reservation has been cancelled. If you have questions about the cancellation please contact us at [redacted]. Booking Details...

Booked on Saturday, January 6, 2018 09:23 AM Booking Source: [redacted] online reservation Confirmation Number: [redacted] House ([redacted]) [redacted] 7 nights: $947.87 (Average rate: $135.41/night) Booking Fee: $70.21 Cleaning Fee: $355.00 Damage Protection: $350.00 Taxes and Fees: $180.59 Total Price: $1,903.67 Charged to [redacted]: $236.97 Payment Schedule Amount Due Now: $236.97 Payment Due 02/17/2018: $1,666.70 [redacted] Accommodation: House Resort:
[redacted], Ocean Front, 6 Bedrooms, Sleeps 13, Private Pool Property Address:
[redacted] Check In Time: Check Out Time: Number in Party: 12 (12 adults, no children) Check-in: Sat, Mar 31, 2018 Check-out: Sat, Apr 7, 2018   Your Comments: No Smoking room requested. Please make sure your information is correct so we can contact you:   +[redacted] (Preferred)   (Alternate)  
[redacted]@guest.[redacted]   [redacted]   [redacted]
[redacted] United States

Dear Revdex.com,Most of our properties require a Saturday arrival and a Saturday departure to rent the property during the Spring and Summer.We understand the customer wanted to book from Wednesday March 30, 2016 to Tuesday April 5, 2016 - and those dates do not comply to our Saturday to Saturday...

requirement.We discussed this with the guest, and that the property is not available for rent from March 30, 2016 to April 5, 2016.I want to apologize if email correspondence indicated the property was not available to the guest if they want to book from Saturday March 26, 2016 to Saturday, April 9, 2016.This was an error made by the staff, and I apologize they provided the wrong information.Clearly the property is still available as per our web site, and the customer can book it on the web site if they are willing to book  from Saturday March 26, 2016 to Saturday, April 9, 2016.As an act of good faith, we would like to offer the guest a 20% discount on the rate if they would like to book this property from Saturday March 26, 2016 to Saturday, April 9, 2016.

We apologize again.  Our offer for resolution is the same as before and what the guest requested.

To the Revdex.com -This claim has no merit, and should not be filed against Vacation Rental Pros.The above [redacted] is complaining about a web site that Vacation Rental Pros does not own.   Vacation Rental Pros delisted the ad from our web site and our [redacted] / data feed with other travel sites.When the...

[redacted] complained about a third party site still listing their property, we responded that they needed to contact the third party web site.The [redacted] should be in conversation with the third party web site - as they have control over their own content.This is a complaint that does not involve Vacation Rental Pros.

Complaint: [redacted]
I am rejecting this response because: I tried calling two different extensions to the [redacted] at Vacation Rental Pros to discuss the actual facts, but did not get anyone.  I have already spent far too much time on the phone during our recent vacation just trying to get a technician to come and fix the AC, as well trying to discuss the problems with company management, and no follow-up despite repeated requests.  Your most recent response has some interesting claims.  Don't rationalize a poor rental experience with a laughable claim that "repairs were completed in a timely manner to provide you with a working air conditioner so you could enjoy the comforts of your vacation..."   It appears there were clients just prior to us in the same rental unit who also had problems with the air conditioning.  Why wasn't the air-conditioning unit fixed then?  You state you have 48 hours to fix the air-conditioning.  We were guests for 3 evenings, and the air-conditioning broke the first day, and we called it in.  The technician showed up the next day, and the air conditioning worked for a few hours.  Then it broke again.  On the final visit by the technician, he conceded that the unit would not be fixed before we left due to a part requirement.  On our third evening, 48 hours after our first call to report the problems, the air conditioning was doing what it had done for virtually most of our visit - NOT work.   The bottom line, the air conditioning did not work while we were in the rental, which was during each evening and night.  At all.  The repairs weren't completed in a timely manner, simply because they weren't completed during our stay.  While we are open to having a discussion, let's define "reasonable" with facts that we can agree upon and not distortions of what happened.  It's insulting.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You are still circling the truth and diverting.  First of all, in my complaint I never called the ramp in question "public access", your points made toward that are simple diversion.  It is not public access.  Secondly, your "for the record" comment is also correct the ramp near the house we rented from you is "private beach access" - just not private access owned by the house we rented from you, as advertised on your website.  The subdivision across the street owns that private access point and the house we rented from you is in fact land locked at this time.  I'm sure the [redacted] could build a ramp of their own at any point to remedy this, however it currently has no access.  This is legally false advertisement whether you "agree" with it or not because those are the facts of the matter on the week we rented from you.
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. 
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 as long as we receive our items they have in there possession since October 2015 by Wed April 6th. I will pick up at there [redacted] Location. Also, [redacted] has released the claim. They should have the letter that was sent to both partys a while ago. Do not understand the statement that a charge back was file on 3/26. Our [redacted] Card was charge the full amount in Sept of 2015. 
Regards,
[redacted]

The guest [redacted] booked a property with us on 9/13/2015 for a holiday getaway for her and her family.  The management  took the standard deposit of $300.00 and sent Ms. [redacted] the rental agreement to view the agreement within 48 hours. The guest can cancel within 48 hours from the...

reservation with full refund without and cancellation policy.However the guest  passed 48 hours which $300 cancellation fee applies, and contacted us on September 16, 2015 to modify association rule.  The property is not allowed to have over limit of the occupancy.The guest wanted to reinstate the reservation not to pay $300 cancellation fee. So our company reinstated the reservation per guest request.The guest still refuse to sign the contract not to abide by association rule.The company could not honor guest reservation .The 48 hour cancellation policy was not only stated in the agreement that she would not sign, but on every receipt we emailed her after a payment was made- See attached. We would like to apologize to Ms. [redacted] for putting her through this trauma due to not honoring her request to modify the contract and community rules .  As far as further refund, we have already done so minus the $300.00 cancel fee and Ms. [redacted] was given TWO opportunities to exercise the 48 hour grace period. The cancellation fee applies to cover lost time the property was put it away.

We are happy to keep original terms and condition.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Nathan, I'm not sure what is we can come back with  We rented one luxurious house with a pool and hot tub that we paid to have heated  We were on the golf course all day while speaking with rental company  The option they gave us were two homes neither with a hot tub  By offering us two homes we would have had to pack up all of our stuff and split our group up to lesser rentals  We were also under the impression that the bed bug room had been sealed off  Instead we came home to a door being shut and the mattress and sheets thrown on why they described as treated clothes  If the clothing had been treated why was it left in the room infested by bed bugs  In addition bed bugs usually aren't treated by chemicals they get killed by sealing off a room an heating it to an extreme temp  I don't know how much more we can provide the Revdex.com on this  The facts are there and I hope you do the right thing to protect other consumers from this rental company in the future  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because :I am not rejecting this response, just want to be sure that the company will make no further attempts at additional payment, nor attack my credit standing.. Please send an email or invoice with balance paid in full clearly stated.  There have been several times that I was told that the balance would be vacated, but then another agent said it had not and charges were attempted. My credit card company has no record of any declined payments so I believe the company may have used the wrong number when attempting to get payment. When I receive written notice that my balance is zero, I will accept the response and this will be resolved completely. This has been my request from the beginning. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All of the process and procedures were followed.  on 10-5-2015 6:00pm I received a confirmation phone call from [redacted] stating I had everything in place for my reservation and I was all good to go and will have my email sent to me with the instructions on how to get access into the gate with gate codes and key codes to the doors. I thought everything was all in place as per our conversation between [redacted] and I. I had stated to [redacted] that I would not be available from October 5th because of traveling and will no be accessible to any computer to check email about the reservation...she stated all was good to go and the guards would give me my passes at the gate when I arrive. I never received any message on 10-13-2015 as they described. the day of check in October 14 we arrived around 630 or 7 and was greeted by [redacted] the first guard that informed us we were not on the list and were not allowed in. I then called vacation rental pros to see what the problem was and was informed that the paperwork was incomplete and would not let us in. In the meantime there were 2 other parties that were experiencing the same problems and issues. As we were trying to figure out why we cannot get thru the gates 2 other security guards arrived to assist by the names of [redacted] and [redacted]. After over 2 hours of giving numerous information we were still not allowed in. We decided we were not getting in to this place and wanted to leave to find another place to stay so we left.  After coming home from vacation we started calling Vacation Rental Pros to explain what happened and why we were treated this way. I called on October 20th at 4:18 pm and spoke to customer service who I left a voice mail message with. so I called back and spoke to [redacted] who said that he would take my name and phone number and would have someone call me back. Well I never received a phone call back so I called again and asked for a [redacted] and got [redacted]'s name and explained the situation to him who said that he would have to look into it and get back to me. After several calls I felt like I was being ignored so I would call back and get nowhere with them. I would never get phone calls back. Finally [redacted] told me that I needed to send him proof of my staying at another hotel so I forwarded my receipts to him and clearly stated that the receipts would not be in my name that we had a party of 6 with us and [redacted] said that would be okay. He would forward this onto his [redacted] and would get back to me. several days later I still had not heard anything and was getting the run around.  If you look at the response from vacation rental pros they stated we were not listed and would not be allowed through. The passes as they were faxed never happened because we were not past the gate, we never made it past the gates. and if you look at security cameras you will see we never made it past the security gate!! While this was all taking place there was a lady walking her dog on the property who stated that this kind of incident happens all the time and that she is on the [redacted] and just shook her head to say that she felt bad for us and that it is not the first time this has ever happened. As for the cleaning people stating that they cleaned up after us they are lying- we never stayed on this property! they would of been cleaning up nothing because we never got past the gate!.. We are requesting a full refund due to unfulfilled reservation.   I have been very disappointed with this company and their statements with being satisfied with the reservations. I cannot make it more clear that we never stayed on this property. WE never made it past the guards. you can clearly see it on the security cameras. we had to make other reservations at other hotels while on vacation in [redacted].   this is very disappointing and upsetting to myself and my group to know this is how you get treated.  satisfaction guarantee is not being granted in my case. very very disappointed. All I am asking for is a refund for services not rendered!!!!!
Regards,
[redacted]