Vacation Rental Pros Property Management LLC

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]

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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/at 9:00pm after staying in a foul smelling condo for already night and now because of time of night and housekeeping said they wouldn't be open till 4/confirming the Odor also(wasted nights on vacation) 4/after Repeatedly calling numerous times once again getting no one to help us and getting NO whereWe went to the "office" to talk to someone in personShe couldn't help so she called customer service for usWe were willing to except a comparable place which they could not find usI paid for ON the OCEAN and a POOLShe offered us NEITHERSaid 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 themThey DID NOT try to help resolve anything for usSaying they were going to send a carpet cleaner over 4/eveningNOT expectable can not stay in a place with WET carpetThey also didn't know if that would even help the odorWe 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 refundI 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 backThat has NEVER happened Regards, [redacted]

This renter was fully credited back, the moment the reservation was madeWe do not credit for air tickets, due to canceled vacationsCancellation ConfirmationYour reservation has been cancelledIf you have questions about the cancellation please contact us at [redacted] Booking Details Booked on Saturday, January 6, 09:AM Booking Source: [redacted] online reservation Confirmation Number: [redacted] House (***) [redacted] nights: $(Average rate: $135.41/night) Booking Fee: $Cleaning Fee: $Damage Protection: $Taxes and Fees: $Total Price: $1,Charged to [redacted] : $Payment Schedule Amount Due Now: $Payment Due 02/17/2018: $1, [redacted] Accommodation: House Resort: [redacted] , Ocean Front, Bedrooms, Sleeps 13, Private Pool Property Address: [redacted] Check In Time: Check Out Time: Number in Party: (adults, no children) Check-in: Sat, Mar 31, Check-out: Sat, Apr 7, Your Comments: No Smoking room requestedPlease make sure your information is correct so we can contact you: + [redacted] (Preferred) (Alternate) [redacted] @guest[redacted] [redacted] [redacted] United States

Mr [redacted] , Thank you for your note and taking the time to writeWe count on guests like you to give us candid feedback so we can continually improve our service experience for guestsYour refund was made on 12/on our end and depending on your financial institution, the credit may take 2-days to appear in your accountI apologize that there was a delay and some miscommunicationYour credit should have appeared, though please email me directly if it has not yet [redacted] Take good care.Sincerely, [redacted] VRP

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 [redacted] to pick her stuff the arrogant [redacted] women [redacted] was threatening to call the copsReguardleess 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]

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 $that is due to me if there is a problem, I can be reached at [redacted] to correct the issue quickly Regards, [redacted]

There is no balance in your reservation, and we have not charged to you account Please print out this response for your record

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 meThe refund has "just" been givenThanks for your help! The incident has been resolved to my satisfaction Regards, [redacted]

Mr***, While I appreciate your concerns, I have reviewed the photographs that you have complained about and do not feel that they are deceptive in any way, nor do they encourage guests to trespass on your property The photographs simply show the landscape surrounding the property I would encourage you to contact the local office if you have any issues with guests trespassing or violations of the noise ordinance in the future and they will be happy to assist in communicating with the guest If you would like to discuss this matter further, please do not hesitate to contact me Thank youSincerely, [redacted] [redacted] ***

Ms [redacted] , Thank you for taking the time to bring this to our attentionI understand you spoke with [redacted] and [redacted] in our office and we were able to explain the $balanceI understand also that you are sending a $ [redacted] paymentAs soon as that payment posts to our account, we will mark your reservation paid in fullI trust we have successfully resolved your situationTake good care and happy vacationing! Sincerely, [redacted] VRP

[redacted] contacted the guest and issues was resolved

Ms [redacted] , Thank you for taking the time to bring this to our attentionWe count on guests like you to give your input and feedback so that we may continually improveI notified our accounting department of this situation, and they made a full refund to your card on file as of 1/13/ Please note that, depending on your financial institution, it may take 2-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

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 roomYes they offered to move us, but it was miles further away The condo we stayed in was on the beach The offered location was notThe 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 accessibleAlso 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 purchaseWe 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 hours to get to the condo, so it was not like it was just right down the street for us Regards, [redacted]

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

Mr [redacted] , we apologize that your vacation was such a negative experienceI thank you, though, for the information you provided, as we count on feedback from guests like you in order to continually improveIn 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 partyI 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 issuesWe are not contractually obligated to offer a refund for these maintenance items, though we do wish to be reasonable and offer $as a partial refund and $off your next vacation with usThank you again for bringing this situation to our attention

The only reason I did not reach out to Vacation Rental Pros during our stay is because I was blatantly told that there was nothing they could do once we took occupancy of the homeClearly they are not willing to even try to rectify the terrible service that they provided and I will be reaching out to my credit card company to begin the complaint and refund process Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***-***

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 companyThe home owner made that selectionThe luggage left in the bedroom that was treated, received treatment as wellThe guests were made aware of this when they were given instruction on putting any questionable clothing into a heated dryer

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

I am sorry, but Guest dispute amount is "0" and there is no money taken out from guest account