Vacation Rental Pros Property Management LLC

The guest made on line reservation on July 27, 2015 for the
duration from October 14 and check out October 17, 2015.
We sent the rental agreement on July 28, 2015 with the gate
registration form to fill out since the community the guest renting requires the
form showing number of the guest and...

number of the vehicle.
We have to send gate registration to the community association
in timely manner to insure the guest will excess the gate without any delay.
Our system history showing that the guest viewed the guest
agreement over 20 times, however the guest did not send the registration form
some reason.
8/18/2015, we notify the guest with reminding about this
form.  Still no response.
9/18/2015, we call the guest and left detail message, but no
response.
On 10/13/2015, the day before the guest was scheduled to
arrive, another alert was sent that the information for access had not been
received and a voicemail left advising that we needed the information for gate
access.
The evening of check in (10/14/2015) we received a call from
the guest stating they were at the gate and could not access the property. 
The gate guard advised them that they were not listed and
would not be allowed through. 
After a lengthy conversation with the guest, the needed
information was obtained and the passes were faxed to our office right outside
the gate for guest pick up.
After guest checked out, the guest saying they did not staid
the condo they rented and requesting full refund. 
We sent the cleaning company on October 17, 2015 and they clean the
condo the guest rented.
Also guest sent us 4 receipts and informed us that they stayed
in different Hotel instead of the condo they rented. However, to viewing the
receipt, all the receipts showing the hotel reservations are under different name.
Probably this is for the guest visitors who could not be able to excess this
community.
We do not understand why the guest requesting full refund after
fully executed reservation.

Complaint: [redacted]
I am rejecting this response because:
I will let my [redacted] and [redacted] deal with this. Going back and forth in this forum clearly will not get me anywhere. I do not believe your company operates fairly, your customer service skills are severely lacking and you show no empathy. I should not be penalized because I let you know from my first email that I was looking to rent a place for my wedding to take place on the beach behind the rental house and have a small gathering at the house. My [redacted] called the [redacted]s office/town and checked on parking for a few hours. It was legal for people to park on the street (again - it was for 3 hours, as opposed to a week of us staying there with 5 rentals cars maximum). I cannot continue to argue with people who clearly seem to think they did no wrong.
1) You say I entered into my contract and entered the house under false pretenses by not disclosing I was having a wedding??? That is completely untrue as backed up by my email records. EVERY email stated I was looking for somewhere to have a wedding on the beach and a small get together at the house.
2) You then say I was aware of the $500.00 possible event charge because my emails mentioned it. If I was aware of the event charge, then clearly I told you I was having a wedding. If [redacted] or [redacted] or whoever booked my actual reservation (AFTER LOOKING EXTENSIVELY FOR A RENTAL THAT WOULD ALLOW A WEDDING), and she didn't charge the event fee as a part of my contract initially, that is not my fault. That is her fault - and the fact that I paid that house off over the period of 10-11 months. You could have added that fee in anytime before I paid my final payment in April, where I was shown that I was paid in full. PAID IN FULL MEANS PAID IN FULL!!!!
Regards,
[redacted]

Ms. [redacted], I do apologize for the inconveniences that you experienced during your stay.  The charge for cleaning was $56.50.  However, we would like to offer a $100.00 refund to compensate you.  If you have any questions or would like to discuss this matter further, please do...

not hesitate to contact me directly.  Thank you.  Sincerely, [redacted]

[redacted] is communicating with the guest.

Complaint: [redacted]
I am rejecting this response because:I have just looked on line at my claim with [redacted] insurance and the claim still shows, that the refund needs to be paid from Vacation Rental Pros, not [redacted] insurance.  The insurance states that this will cover things after the fact, like damages or mandatory evacuations, once I get to the location.  This should be refunded by Vacation Rental Pros, because they cancelled my trip  two days before my vacation was scheduled, I could not even go there.  Not the insurances responsibility.  Vacation Rental Pros was the company that had me emailing and calling back and forth for a solid month which was ridiculous, when they knew the whole time that they were the ones that cancelled my trip and owed me the money.  I spent a ridiculous amount of time on this back and forth and they did that just to postpone any payment to me, like they are doing now.  I can't stress enough how bad this company is and how many bad reviews I can put on line to have any future customers avoid this company like the plague.  
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 for him/her to call me directly  at [redacted] (cell) or business...

[redacted] (business. 
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]

This check was mailed 4/15 with tracking number [redacted]. It was delivered Tuesday 4/19.

Complaint: [redacted]
I am rejecting this response because:As I have already stated I was deceived because of a last minute reservation. I realize that if I had time I would not have stayed at [redacted]. Again my case is easily proven if you would listen to the conversation that you said you recorded! I take parcel responsibility for the reservation, but not for the infection and the impoverish condo [I'll be glad to furnish photo's}. I'd like to put this behind us--what would be fair [for all debt.] refund half of our fee and let's move on. [redacted]
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 to me. However I would appreciate a contact number to reach [redacted] DIRECTLY as calling their generic customer service number is where all of this began. Thank you.
Regards,
[redacted]

The notes state that on the first day of his stay, the 18th of June, the guest emailed saying the state of the patio was "below average". Housekeeping department offered housekeeping to assist him but he declined it.Per guest agreement guest signed, early departure does not warrant any refund.

Complaint: [redacted]
I am rejecting this response because: I am attaching a photo I took of your listing today  October 9, 2015   See the last sentence of the second paragraph.  "It's surrounded by a baby gate, which will provide parents peace of mind" . So how can you say the house was not and never was advertised as having a baby gate when I am looking at those exact words on the listing.  This was there in March  when I booked  otherwise I would not have booked this house.  And your agents I spoke to told me they  had never been to the house.  So please have your facts straight.  Even furthermore why your company is untrustworthy as I am seeing the listing in black and white and you are still trying to deny you are at fault.  You state the door alarms whenever sliding door is opened.  Those doors do not slide .  Again facts not correct.  And I am sorry but I have posted many reviews in my life.  Never has it taken over 3 weeks.  That is a bit excessive.  I feel your company knew how important the safety features were to my family and really dropped the ball.  You should have ensured they were working before our arrival.  We never heard back from anyone the rest of the week about fixing the doors after we called the first day and maintenance could not fix. I wish we would have been informed you were calling a 3rd party vendor as an option.  I would have been happy to call that week. Also you did not address why I still have never heard from anyone in your customer service department despite multiple requests. 
Regards,
[redacted]

we would like to offering $100 for their inconvenience.

Complaint: [redacted]
I am rejecting this response because:they don't offer anything for all the problems that we addressed in original complaint We seldom spent the nights at this unfit house as a rental.The thought of staying at a house with full of cockroaches and rats around was not something we my [redacted] and I wanted to do so we would have to drive back and forth to my house in [redacted] Our month vacation was such a big disappointment .There are no records of them trying to reach me by phone to tell me to pick up all our stuff All that is a lie like most of every thing else the [redacted] has claimed.In fact when my partner [redacted] went over to there office in ** to pick her stuff the arrogant [redacted] women [redacted] was threatening to call the cops. Reguardleess of what Revdex.com decides to do I will be taking these people to courtI will expose them .I can go on and on about so much , it's all in the original complaint  
Regards,
[redacted]

[redacted] contacted the guest and issues was resolved.

Ms. [redacted], we thank you for bringing this to our attention. We count on feedback from owners and guests alike, so that we can continually improve. I apologize that you had this experience. While we rarely have the problem you described with our other 1250+ owners, we know that is little...

consolation to you. We'd like to correct this mistake now by offering to credit your account in the amount of $76.83. This covers the secure door, the television remote, and the refrigerator glass. Our owners typically replace sheets and other linens annually as the result of expected wear and tear. We again apologize for this oversight and look forward to resolving this matter post haste. Thank you again for your feedback.

The customer is aware that the rate was incorrect and it was caught and adjusted/canceled right when we received it. She was credited back all funds. There is nothing else we can do for this customer. We can not give her a 15,0000 dollar a week reservation for 200.00 per week. .This was the update per [redacted].

Complaint: [redacted]
I am rejecting this response because:  we requested several times during and after our stay for a [redacted] to call us, and no one ever responded.  After filing a complaint with [redacted], they sent us notice that they were also unable to get a response from Vacation Rental Pros.  There is also a complaint on [redacted]'s website with virtually identical issues which was posted by folks who stayed in the same unit just before we did.  We feel Vacation Rental Pro management was unresponsive and the rental didn't come close to the description as we essentially had no air conditioning for our stay.
Regards,
[redacted]

Dear GuestWe apologize for any communication you received from the neighbors or an [redacted] of ours regarding the private beach access at the home.  In addition, we did interview the [redacted] you spoke to and he did call the [redacted] of the property and verify that it was a private beach access and indicated he explained this to you.  However, we will accept that you were still confused by his answer and it was not clear to you.Just for the record, per the [redacted] of the property,"We own the walkway to the beach. The subdivision across the street has the right to use a 3 foot path on the south border of our property to go to/from the beach.The fence is placed north of this pathway for privacy in the backyard of the house but renters can use the entire pathway south of the fence and can access the pathway from the driveway, from the gate and from the top of the stairs. I explained this to [redacted] last week and I had a call from the property [redacted]s across the street last week. It is my understanding that both [redacted] and my neighbor explained this to the renters. Therefore they should have understood this last week as well. "According to your letter, you indicated you are not "picky" people.   And, "The [redacted] was a beautiful home, well cleaned and maintained."Please accept my apology for any miscommunication on our part.[redacted]