Vacation Rental Pros Property Management LLC

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: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 confirmationVRP will use best efforts to locate a comparable property at a comparable priceWe have been communicated with the guest and find some solution, please contact our customer serviceUnit Assignment Due to circumstances beyond the control of Vacation Rental Pros Property Management (VRP), if the property becomes unavailable for any reasonUnit Assignment Due to circumstances beyond the control of Vacation Rental Pros Property Management (VRP), if the property becomes unavailable for any reason

Ms [redacted] ,I thank you for taking the time to write us and bring this matter to our attentionWe count on guests like you to give your candid feedback so that we may continually improve our guest experienceWe are refunding the full amount of your stayCould 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

This check was mailed 4/with tracking number [redacted] **It was delivered Tuesday 4/

We apologize the inconvenience We will refund you $

we would like to offering $for their inconvenience

Mr***,I thank you for your noteWe rely on guests like you to give us candid feedback so that we can continually improveI apologize that your vacation was initially impacted by the hurricane, and then we were able to communicate with you effectively afterward for a resolutionOur agent was able to contact you and move your reservation to next springWe feel that this has been a satisfactory resolution and we await you to concur.Take good care, and happy vacationing!Sincerely, [redacted] VRP

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 by Wed April 6thI will pick up at there [redacted] LocationAlso, [redacted] has released the claimThey should have the letter that was sent to both partys a while agoDo not understand the statement that a charge back was file on 3/Our [redacted] Card was charge the full amount in Sept of Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: All of the process and procedures were followed on 10-5-6:00pm 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 doorsI thought everything was all in place as per our conversation between [redacted] and II 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 arriveI never received any message on 10-13-as they describedthe day of check in October we arrived around or and was greeted by [redacted] the first guard that informed us we were not on the list and were not allowed inI then called vacation rental pros to see what the problem was and was informed that the paperwork was incomplete and would not let us inIn the meantime there were other parties that were experiencing the same problems and issuesAs we were trying to figure out why we cannot get thru the gates other security guards arrived to assist by the names of [redacted] and [redacted] ***After over hours of giving numerous information we were still not allowed inWe 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 wayI called on October 20th at 4:pm and spoke to customer service who I left a voice mail message withso I called back and spoke to [redacted] who said that he would take my name and phone number and would have someone call me backWell 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 meAfter several calls I felt like I was being ignored so I would call back and get nowhere with themI would never get phone calls backFinally [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 with us and [redacted] said that would be okayHe would forward this onto his [redacted] and would get back to meseveral 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 throughThe passes as they were faxed never happened because we were not past the gate, we never made it past the gatesand 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 happenedAs 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 reservationsI cannot make it more clear that we never stayed on this propertyWE never made it past the guardsyou can clearly see it on the security cameraswe 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 casevery very disappointedAll I am asking for is a refund for services not rendered!!!!! Regards, [redacted]

Thank you for your assistance in this matterI have received a check with the appropriate refunded amount.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:As I have already stated I was deceived because of a last minute reservationI realize that if I had time I would not have stayed at ***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]

attached is my email and attachments to Mr***Thank you for your time and consideration

Ms [redacted] ,I thank you for taking the time to bring this to our attentionWe count on guests like you to give us candid feedback on ways we can continue to improveI apologize that we billed your most recent installment too soonThe adjustment was made to your credit card on 1/4/2017, and you should see it appear on your account within 1-days, depending upon your financial institutionAgain, 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

Complaint: [redacted] I am rejecting this response because:the answer is not clear the refund can be processed through the credit card that was used or by check what does "the fund processing through credit card currently" mean? please send me email verification the refund has been returned [redacted] Regards, [redacted]

To the guest and the Revdex.com,Our policies are very clear that we require a Saturday arrival and Saturday stay during our season.We apologize that this does not work for the guest, but this is our policyAs a final attempt to resolve this with the guest, we will offer them a 25% discount off the rent, if they are willing to book with a Saturday arrival and Saturday departure

Complaint: [redacted] I am rejecting this response because: If there was a phone call made from VRP and someone hung up on them don't you thing that they would either try again or send an e-mail rather than assume that someone was being "nasty" In addition VRP could have sent the applications through the mail if they thought there was a communication problem There were no references to the applications in any of the payment acknowledgementsAs far as the contact issues when we were at [redacted] we obviously didn't there was a problem with access to the gate and pool areas until we got there As far as VRP sending the applications after I called, they were sending them from an e-mail address that was different than their one and my e-mail considered junk mail This was discovered two days later after a person from VRP( [redacted] ) told us to check thereBut after explaining all this the fact remain: WHY DID VRP GIVE US A CODE TO BE PUNCHED INTO THE GATES WHEN THIS METHOD HAD NOT BEEN IN USE FOR A LONG TIME? 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: I am attaching a photo I took of your listing today October 9, 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 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 fixI wish we would have been informed you were calling a 3rd party vendor as an option I would have been happy to call that weekAlso you did not address why I still have never heard from anyone in your customer service department despite multiple requests Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because the company continues to not recognize the issues and has not provided anything close to the level of compensation consummate with our concernsThis company in no way is a Better Business Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I will let my [redacted] and [redacted] deal with thisGoing back and forth in this forum clearly will not get me anywhereI do not believe your company operates fairly, your customer service skills are severely lacking and you show no empathyI 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 houseMy [redacted] called the [redacted] s office/town and checked on parking for a few hoursIt was legal for people to park on the street (again - it was for hours, as opposed to a week of us staying there with 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 pretenses by not disclosing I was having a wedding??? That is completely untrue as backed up by my email recordsEVERY 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 $possible event charge because my emails mentioned itIf I was aware of the event charge, then clearly I told you I was having a weddingIf [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 faultThat is her fault - and the fact that I paid that house off over the period of 10-monthsYou could have added that fee in anytime before I paid my final payment in April, where I was shown that I was paid in fullPAID IN FULL MEANS PAID IN FULL!!!! Regards, [redacted]

We apologize for the cleaning has been late but we have not receive any phone calls from the guest.Departure time is 10:am to ensure the next guest will not have same experience We had some noise complaint against this guest however we just informed courteous phone call.We can offer you coupon code FLfor next reservation( $ [redacted] off)