Vacation Rental Pros Property Management LLC

We sent Quality control staff before guest arrival.Quality control staff states: I saw no dust in this houseI always run my hand over the granite counter tops and found no dirty/sticky or grease on counter topsI 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 $refund is not reasonable request, we still willing to offer you $300, and we apologize for the inconvenience

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]

Ms [redacted] , I do apologize for the inconveniences that you experienced during your stay The charge for cleaning was $ However, we would like to offer a $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] [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 at this pointI will still wait to make sure that I am not billed extra and receive the dollar value difference in my credit card The agent I dealt with last was courteous, kind and knowledgeableShe was enabled to remedy my problem with a fair solutionIf I had reached her six weeks ago this entire event would have been a none issue Thank you agent for your help! Regards, [redacted] ***

The guest [redacted] booked a property with us on 9/13/for a holiday getaway for her and her family The management took the standard deposit of $and sent Ms [redacted] the rental agreement to view the agreement within hoursThe guest can cancel within hours from the reservation with full refund without and cancellation policy.However the guest passed hours which $cancellation fee applies, and contacted us on September 16, to modify association rule The property is not allowed to have over limit of the occupancy.The guest wanted to reinstate the reservation not to pay $cancellation feeSo our company reinstated the reservation per guest request.The guest still refuse to sign the contract not to abide by association rule.The company could not honor guest reservation .The hour cancellation policy was not only stated in the agreement that she would not sign, but on every receipt we emailed her after a payment was made- See attachedWe would like to apologize to Ms [redacted] for putting her through this trauma due to not honoring her request to modify the contract and community rules As far as further refund, we have already done so minus the $cancel fee and Ms [redacted] was given TWO opportunities to exercise the hour grace periodThe cancellation fee applies to cover lost time the property was put it away

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

Complaint: [redacted] I am rejecting this response because:You are still circling the truth and diverting First of all, in my complaint I never called the ramp in question "public access", your points made toward that are simple diversion It is not public access Secondly, your "for the record" comment is also correct the ramp near the house we rented from you is "private beach access" - just not private access owned by the house we rented from you, as advertised on your website The subdivision across the street owns that private access point and the house we rented from you is in fact land locked at this time I'm sure the [redacted] could build a ramp of their own at any point to remedy this, however it currently has no access This is legally advertisement whether you "agree" with it or not because those are the facts of the matter on the week we rented from 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

[redacted] , I am sorry that you are experiencing problems As we have stated, [redacted] has approved your claim They have reached out to you and left you a message to call them back The phone call is confirmation that the claim was approved and processed and will be sent out to youI hope you enjoy the rest of your day [redacted] ***Vacation Rental Pros

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]

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 meHowever I would appreciate a contact number to reach [redacted] DIRECTLY as calling their generic customer service number is where all of this beganThank you Regards, [redacted]

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease close this case once the refund has been issued.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Refund has been received!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Our complaint is VALID Vacation Rental Pros is indeed affiliated with *** ***/***. They have an account with them with security passwords that only *** *** can access. For this reason *** *** is unwilling to take our home and pictures off the advertising website without Mr***s cooperation. Yet today, Mr *** has refused to take down our pictures and listing. He may have delisted the property from Vacation Rental Pros but has neglected to address all of the other internet sites including *** where potential tenants are offered a $discount to defer from our property to one of theirs. Pictures of our property are still available on many websites that Vacation Rental Pros is affiliated with including *** *** and ***. Ads say the property is not available BUT they can offer something similarI have never referred to any 'customer list' that Vacation Rental Pros may have. This issue has nothing to do with our past relationship with them. I am only concerned that we are losing business daily because of this lack of cooperation from Mr ***. I reached out once to Vacation Rental Pros and Mr *** immediately responded to my email with 'harassment' accusationsI continue to work with *** and that business has also tried to reach out to Mr***. They said they can help him take the listing down simply by using the 'dashboard'. He was unavailable to accept that call earlier this weekIf one '***' ***'s Beach House the first PAGE of hits all direct you to Vacation Rental Pros or *** [which is the business Vacation Rental Pros bought out in 2014] I think Mr *** intends to keep these ads up as long as he can get away with it. Our property is unique and Vacation Rental Pros is taking advantage of that.Thank you again for continuing to assist us with our problem.*** ***
Regards,
*** ***

The guest booked the reservation and entered in the property without authorization from the home owner nor the company for a wedding from the start.A private home is not really designed to be holding a large event such as a wedding. When large groups gather at a private rental home, this can
create issues such as: parking, excess use of restrooms, well and septic, additional use of electricity and appliances, above wear and tear to the property, excessive cleaning of the property, waste removal and interruption to the neighbors. In fact, when a guest is forthright to us on the use of the rental property for an event gathering, we have only a limited selection to choose from. Ultimately, it would have to be approved by the owner of the property once the facts are known if indeed the event is approved. If approved, a non refundable event fee ranging from $and up is charged to the guest. The event fee is used to compensate the owner for additional expenses as previously described. Damage resulting from the large gathering is above this charge as well. Based on the additional cost realized by the owner (see below) and reimbursed to them by our company, a $plus tax event fee is very reasonable (and does not include excessive utility usage and the excessive damage from this wedding). More over we receive following letter from the home owner:On we received the letter as follows:I was not aware of a wedding occurring at my home. She assured me that the wedding and affairs was being held some place else. The wedding occurred Saturday May 23, and as such so did the week of destruction and missing itemsThe old AC was replaced with new units Saturday morning May 23, 2015. At this rate we are going in the red in having these guest renting our home this past period of time *** when the guest call to our service department she informed us she will not have a wedding in this house***The guest checked out on the morning of Friday May 29, The cleaning staff that would normally complete the task in four to five house advise me that they would be there for at least another three to four hours. On the top of all this there is so much damage by the guests to our homes.Also, see below note from our staff record indicating guest was fully aware of this event charge:Booking *** * *** *** *** * * *** *** *** *** *** (May - May 28)I called guest on May 30th to explain that she was charged $Event fee for having a wedding at the property. She was upset and was asked why wasn't she charged to her at the time she booked, and it was not on her payment receipt. I explain to her and her father who also called, that we did not charge her at the time because we were not sure if she was still having the wedding. When we confirmed there was a wedding she was charged accordingly. She was upset and said that we did not tell her about a fee. I explain to her that I have emails dated back in June and July of that you were informed by *** via email. In closing, we do not think the guest complains are accurate and we do not feel the event fee should be credit back based on all presented by the owner, our records and explanation

Folio number *** balance is "0"

Complaint: ***
I am rejecting this response because: Even though there was a contract in place, it is unacceptable and very disappointing to arrive to a house that represented one thing in the website and in person it represented a low maintained property that happened to also have a snake in the garage. Vacation Rental Pros said I would have had to wait at least an hour before an exterminator arrived. At that point I decided to leave as I had a car with my family and elderly parents who could not sit out in the car for that long. Why should my family and I be inconvenienced by a company that misrepresents their properties on the website? We did leave and I did say I would not stay in that house where I found a snake (which the contract was for days only).Attached is a picture of the snake that was found in the garage. I understand *** and snakes, but vacationing is a different story. I don't live in that house....I was visiting and was there for only days. The fact that they were willing to move us to another location is an indication that they obviously understood how bad it is to stay for even day at a house with a snake. It was unfortunate that they did not have another property. I will continue to request a full refund as I did not use the property based on a situation that was not caused by myself. Regards,
*** ***

Dear guest, The chargeback was filed on 03/and we are waiting on the resolution from the credit card companyMeanwhile, please also contact credit card company to release claim.Once we release the claim, we will send you the refund as soon as possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***