Vacation Rental Pros Property Management LLC

We appreciate's the guest review of the house.  We receive over 300 reviews per week including almost 400 on the [redacted] web site, and our [redacted] read each one before enabling on the web site so that they can respond in cases.   I personally went in and activated this review for the guest as...

the [redacted] of the service department was behind and this will appear tomorrow.   The house was not and never was advertised as having a baby gate due to owner's concern that the baby gate was not fully functional, but did have an alarm to the pool on the door - which meets the requirement of code.   We apologize that the alarm was turned off, but the alarm is easily armed by simply turning it on.  The alarm rings whenever the sliding door is opened.   There are several doors in the house that access the pool. Some guests without young children prefer to disable the alarm.    Vacation Rental Pros or our agents are at the house every week.  We do provide maintenance and we attempt to service issues as fast as we can.  In this case, we did call out service department to attempt to fix the one door that the alarm was not working on but were unable to.  This required us to then contact a 3rd party vendor that specializes in pool alarm.  I sincerely apologize that we were not able to address all issues in a timely manner.

We apologize guest feel that way, but our response remain sames.  We do have all response records and guest agreement.

attached is my email and attachments to Mr. [redacted]. Thank you for your time and consideration.

Ms. [redacted], Thank you for taking the time to bring this to our attention. We count on guests like you to give your input and feedback so that we may continually improve. I notified our accounting department of this situation, and they made a full refund to your card on file as of 1/13/2017....

Please note that, depending on your financial institution, it may take 2-7 business days for the refunded amount to appear in your account, and today, Monday, January 16th is a bank holiday.I thank you again for notifying us and I trust this resolution, while unfortunately untimely, was satisfactory for you.Take care,Sincerely,[redacted]VRP

Dear Mr. [redacted] - [redacted]:In response to your complaint, we sincerely apologize for any inconvenience this issue may have caused you. VRP worked very quickly in trying to accommodate you. We were unable to find a unit that was large to house a party of your size. We explained the changes in your...

reservations and you signed a waiver to occupy the unit. VRP has provided you with a $200.00 refund.

As we all know fixing AC takes couple of days when it need to order parts, so when we found  the AC issues, we immediately offer to move to accommodate the guest.However, the guest declined twice although there will no refund per guest agreement, we offered $300 with the good faith.

We are sorry guest was upset but key were in the guest kiosk box #[redacted]- code [redacted]After all, we found out tat it was operator error, and the property is less then a mile from our office.

We addressed all the request within 24 hours, and the $100.00 was taken off during the move as compensation on 03/29/2016on 04/29/2016 The guest agreed to the rates for the move and signed the contract.

Ms. [redacted], thank you for the clarification. We will be crediting your account in the amount of $193.57.

We could not be able to refund you because tied into credit card charge back, Once you release, we are happy to send you refund.

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. Note the facts in the business response are not accurate and I do have an issue with that the company had my money the whole time. I had to file a complaint in order to get someone to return my email and could never get anyone to call me back.   If renting from this company you need to keep good records as they do not 
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. The refund has "just" been given. Thanks for your help! The incident has been resolved to my...

satisfaction. 
Regards,
[redacted]

Dear Guest,After all, we did not charge additional half or rental $487.16 since Credit card was declined.  I am sorry, but we do not understand what guest claiming for.Guest moved to new location without any further charge.

Ms. [redacted],I thank you for taking the time to write us and bring this matter to our attention. We count on guests like you to give your candid feedback so that we may continually improve our guest experience. We are refunding the full amount of your stay. Could you please reply back to [redacted]...

[redacted] with the refund paperwork, and your account will be credited post haste.I apologize that you had this experience, and we are looking forward to a quick resolution.Take care,Sincerely,[redacted]VRP

Regarding Guest Statement:  Security deposits are returned within 30 days of checkout, barring any issues. Check number 2750 for $1000 was issued and sent to Mr. [redacted] on June 29. Let me know if you require additional information. Best regards, [redacted]...

[redacted]ManagerHilton Head Rentals & Golf andVacation Rental ProsP.O. Box 22643Hilton Head Island, SC 29925###-###-#######-###-#### - Fax

Complaint: [redacted]
I am rejecting this response because: My reservation original reservation was made at approx 9am , I was contacted by Vacation Rental Pros at approx 10:30 by phone I spoke to them and [redacted] and then received an email  on 1/6/18 at approx 4pm stating that my reservation had been reinstated.  On 1/08/18 I was then sent a contract for the approx reservation price of 2,000 to sign. It was signed and returned to them  on 1/08/18.  I then received entrance and  security info at the property. On 1/9/18 I was then emailed by Vacation Rental Pros that my reservation had been canceled.  
Regards,
[redacted]

After guest report, management send housekeeper back and cure the situation, and trying to relocate the guest, however guest choose not to accept the reasonable solution.Per Guest agreement that guest agreed:14. Unit Assignment Due to circumstances beyond the control of Vacation Rental...

Pros Property Management (VRP), 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. VRP will use best efforts to locate a comparable property at a comparable price. We have been communicated with the guest and find some solution, please contact our customer service.14. Unit Assignment Due to circumstances beyond the control of Vacation Rental Pros Property Management (VRP), if the property becomes unavailable for any reason14. Unit Assignment Due to circumstances beyond the control of Vacation Rental Pros Property Management (VRP), if the property becomes unavailable for any reason

We could not refund the guest directly since the guest claimed the charge back through credit card. The fund holding through credit card currently.

Complaint: 11442401
I am rejecting this response because:  What they replied is false,...

there were no keys in the lock box at the condo, and the keys in the lock box at the office were not accessible as I described in my original complaint.  I find the typos and bad grammar in their response further indication of how little care has been given to my issue. I also don't see what difference it makes that the office is about 2 miles from the condo, as I described in my original complaint, we had no car. Finally, what was their reason for offering $180 (not accepted) with the caveat that we would not be able to discuss our displeasure with their service using  any form of media.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:100 dollars does not cover the cost of damage done to phone bc towel rack was not anchored, and the groceries that went bad because of faulty refrigerator. Total costs are approximately 200 dollars that we spent out of pocket due to neglect on property. 
Regards,
[redacted]