Vacation Rental Pros Property Management LLC

We sent Quality control staff before guest arrival.Quality control staff states: I saw no dust in this house. I always run my hand over the granite counter tops and found no dirty/sticky or grease on counter tops. I look behind and under all furniture and did not see any debris or cigarette packages left behind.The mulch  was a routine landscaping item that is done for all addresses within the association.The guest staid full reservation period and $1200 refund is not reasonable request, we still willing to offer you $300, and we apologize for the inconvenience.

Ms. [redacted],I thank you for taking the time to bring this to our attention. We count on guests like you to give us candid feedback on ways we can continue to improve. I apologize that we billed your most recent installment too soon. The adjustment was made to your credit card on 1/4/2017, and you...

should see it appear on your account within 1-7 days, depending upon your financial institution. Again, I thank you for letting us know, and we look forward to your upcoming vacation where we hope to impress you with the stunning property and our typical level of service.Take good care and happy vacationing.Sincerely,[redacted]VRP

To comment on the “rejected response”, please let me
reiterate  that the guests did in fact
accept the property knowing of the bed bug condition,
after being offered another location in which to move.
Furthermore, we did not say that the guest chose the pest control company. The
home
owner made that selection. The luggage left in the bedroom
that was treated, received treatment as well. The guests were made
aware of this when they were given instruction on putting
any questionable clothing into a heated dryer.

Issue resolved with the renter and [redacted] the [redacted] credit given of 400.00. Customer happy.

The guest, [redacted], made the reservation on April 6, 2015 for the reservation from April 30 to May 3, 2015.  A rental contract was sent to [redacted]   She signed and returned the contract to us on as well.  On April 30, 2015, the guest contacted our office and reported a...

snake in the garage.  After receiving the report, we contacted an exterminator.  The guest was contacted back and informed that the exterminator was on the way to the property.  She told us she did not care and was going to leave the property.  The exterminator arrived but could not locate a snake.  Spraying was applied as a precautionary measure by the exterminator as well.  This home is located on the beach with grass and other locally grown plants nearby.  Although a snake can be a very unexpected reptile to encounter, they are native to the [redacted] area.  Also, we attempted to find the guest an alternate property but none was available.  As much as we would like for all guests to be completely satisfied when they arrive, certain occurrences may come up form time to time such as this.  As stated in our contract, we must be allowed time (48 hours in contract) to remedy.  We feel we addressed the issue in a timely manor.  We respectfully decline the guest's request for a full 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. 
Regards,
[redacted]

Guest was sent email below Greetings [redacted] We have processed your refund of $300.00 for your cancelled reservation with [redacted].  Attached if a copy of your refund receipt for your records.   If you have any questions or concerns, please do not hesitate to contact our office....

Thank you and have a wonderful day!     Regards,   [redacted]

Complaint: [redacted]
I am rejecting this response because:Again, I am not "rejecting the response." I just want a written confirmation emailed, (with the details of my rental,)  to [redacted] that my balance is O.I do not recognize the "portfolio number." I have not see this number on my contract or other correspondence.I want to be sure that my transaction with this company is complete to the satisfaction of all parties, clearly,  in writing.Regards,
[redacted]

We along with the owner of the property, feel excess cost were incurred by the guests resulting from the gathering of people into the property.  Regardless of the charge presented to the guest at time of initial contract or not, an event fee is warranted and required to be paid as a result of the amount of guests entering the property.  We respectfully would like to close the complaint with charge to guest upheld.

Complaint: [redacted]
I am rejecting this response because:  When I made the reservation I specifically asked if it was handicap accessible.  Since I use a powered wheel chair this is the first thing I make sure of before I book any reservation.  I would not of booked the reservation at this location if they had of told me upfront that it was not handicap accessible.  We have a [redacted] that has [redacted] that we take with us on vacation and that is another reason we requested the Handicap Accessable room. Yes they offered to move us, but it was 65 miles further away.  The condo we stayed in was on the beach.  The offered location was not. The other location had numerous stairs to climb according to the picture.  Now why would we move over an hour further away, not be on the beach, and have to climb these stairs if we was having a complaint about this one not being handicap accessible. Also this does not cover the lost beach time because of us not having a access card to open the gate to the beach after it has been locked for the evening.  We took out insurance in case we had to cancel, but when we tried to cancel we was told we could not without forfeiting all monies already paid.  We was told we could access the beach from the public access, but I would of had to of either loaded up the chair on the van and drove, or drove the powered chair out of the parking lot into the road to access the public access to the beach.  Also the air condition did not work in one of the bedrooms and it leaked water out of the vent in the other bedroom.  We should of been informed when the reservations was made that we would need to be prepared to purchase some supplies if needed.  I emailed [redacted] on more than one ocassion about these issues and the only response I got is that they are working on it.  They did send a cleaning lady to clean when we was there, but I had to go behind her and show her the mildew ring in the shower where she missed it a second time.  So with all these issues I believe we should be entitled to an entire refund of what was paid for this reservation.  There is no help from this company to resolve issues once they have your money.  I will never book another reservation from Vacation Rental Pro or under the name [redacted] ever again.  Please do not insult me by just offering to reimburse me for the washrags that we had to purchase. We stayed and just made the best of a bad situation since this was our only vacation that we was taking to the beach this year.  We drove over 6 hours to get to the condo, so it was not like it was just right down the street for us.
Regards,
[redacted]

Our response to this is we completely disagree with the guest that this was advertised incorrectly.In addition, the guest stayed at the house the entire week and enjoyed the entire benefit of the fully furnished house.For the record, the beach walk for the [redacted] beach is a private beach...

access.  It is not a public beach access path.The [redacted] is one of a several houses that have access to the private walk-over.  According to state of [redacted] Public Beach Access signs look like this.Again, for the record - this is a PRIVATE BEACH ACCESS.  The [redacted] has legal access to the Private Beach Access.It is NOT a public beach access.  We do not believe the guest is entitled to any compensation at all.Beach Access SignsThese signs are customized with the name of the government entity that provides access to the coast.Identifies public access points to the coast.Protect fragile coastal ecosystems from intensive public use.Minimize environmental damage to beaches by designating points of entry for pedestrians and vehicles.Beach Access Signs are 18" high x 24" wide.

Mr. [redacted], we apologize that your vacation was such a negative experience. I thank you, though, for the information you provided, as we count on feedback from guests like you in order to continually improve. In looking at the notes on your booking history for this stay in July, we have notated in...

our records that we provided an additional pest control treatment based upon a customer service call from you or a member in your party. I didn’t see a note from our office staff about the ice maker or the splinters in the wood, though I thank you for bringing it to our attention now; we regret we didn’t know about this during your stay as we would certainly have tried to correct these additional issues. We are not contractually obligated to offer a refund for these maintenance items, though we do wish to be reasonable and offer $150 as a partial refund and $100 off your next vacation with us. Thank you again for bringing this situation to our attention.

Mr. [redacted],I thank you for your note. We rely on guests like you to give us candid feedback so that we can continually improve. I apologize that your vacation was initially impacted by the hurricane, and then we were able to communicate with you effectively afterward for a resolution. Our agent was...

able to contact you and move your reservation to next spring. We feel that this has been a satisfactory resolution and we await you to concur.Take good care, and happy vacationing!Sincerely,[redacted]VRP

Complaint: [redacted]
I am rejecting this response because:Now that you have actually attached information from the [redacted] I will accept her version of the deeded access, again without seeing the deed, as I did with the neighbors last week.  Although the explanation from the [redacted] and the explanation from the neighbors are clearly at odds.  By accepting this I do accept that this house does have private beach access.  But this does not change the negative situation that occurred while we were at your rental property.  And that situation was caused by your staff not being thoroughly aware of these details.The bottom line is that we called your offices for advice and information and if we had been told then what you are telling us now we would have accepted that as truth and moved forward with our stay without incident and without any negative conversations with the neighbors.The fact still remains that we were told during our stay, by your company, that the neighbors had no access rights to this ramp and when I asked for a recommendation from your company on what should be done, I was told to go and talk to the neighbors, explaining to them that they had no rights to the access.  I did what I was advised to do by your rental company and that is what created the problem.  It felt awful to us to have created a situation where there was a dispute.  We would NEVER have done that without talking to your company first and we trusted you all to know all the details of what you had rented to us.  We trusted your company at the time we were there to give us accurate information & that trust was obviously misplaced.Basically, you are now adamantly defending a position that we were told the opposite of by your [redacted] less than a week ago.  [redacted] did call the [redacted], after we had already been advised by him to talk to the neighbors.  I do hate this for him, your maintenance [redacted],  because I don't believe he had been adequately informed himself.  However, this does not lessen the extremely negative situation caused by the entire event during our stay with you.  These conversations made the neighbor very angry and although we were able to make amends in the end, it negatively impacted a significant portion of our time at this home.  I hope you can understand this and at least make a reasonable offer to us for compensation.  More than that I hope that you educate your [redacted]s in the future regarding these types of situations and how they should be handled.  Again, we would have NEVER created a situation like this had we not been advised to do so by your company.Regards,
[redacted]