Vacation Rental Pros Property Management LLC

Complaint: ***
We may have had the option to cancel our reservation, but it was impossible to do so with less than hours noticeThat's absolutely abhorrent that you would place blame on me. We were well aware about the status of the backyard and were not bothered by it at all, which is why I signed the addendum to the contract. When we agreed to stay at the property, the VRP representative said that they would not be able to do anything if we complained during our stay*** made is abundantly clear that they would not be able to offer help once we entered the homeI believed that she would take care of all of the pest and cleaning issues in advance of our arrival, but perhaps I was naive to believe her. If VRP is not willing to provide an additional refund, we will take this matter up with our credit card company and they will collect the funds from VRP directlyWe will also be taking legal action to meet our needs
Regards,
*** ***-***

Complaint: ***
I am rejecting this response because: The advertising needs to stopIf I agreed to have $taken out of my account and then over $is attempted to be withdrawn out of my account and I receive a penalty from my bank over an UNAUTHORIZED amount attempting to debit that is fraudI have uploaded copies of confirmations, copy of emails that show an unauthorized amount was attempted to be withdrawnThen the secondary reservation confirmation was not honored because of some day waiting period nonsense
Regards,
*** ***

Guest dispute amount is "0" and there is no money taken out from guest account

The guest made a value reservation for nights. As we described prior, all of our properties are shown and listed online for guest to review. We had reservations prior and after Mr***' stay. Neither guest had mentioned anything that would cause illness, effect their allergies or indicate strong odor in the condominium. It is unfortunate that Mr *** became ill during his vacation but we cannot assume it came from something inside the property

Complaint: ***
I am rejecting this response because: It only addressed the
problem they used to get me to book another reservationIt does not address the problems that we faced once on the vacation that cost us out of pocket expenses for which they are liableThey have yet to contact us as promised regarding spoiled groceries and cracked cell phone of which they are liable for bothThis company will do anything they can to get you to book a vacation, but will not return calls or voicemails regarding any concerns once you've paid them
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I contacted property manager thru company app and emailed the company directly on 11/25/I can provide copies of this email and picturesCalls made to the company during our stay were not picked up or returned due to it being Thanksgiving holidayIn addition to emailing I also sent a complaint to *** *** who also confirmed they shared the complaint with the companyI've also shared my concerns with the ** *** *** Tourism Department.
Regards,
*** ***

Ms***, I am sorry for the troubles that you have had with this refund I have sent you the refund agreement form to your email I am sorry that it took so long to get to you As soon as you sign it (electronically) I will process the refund
Again, I am sorry, but I am glad that we can finally resolve this issue

We provide pictures along with a description for all of the properties we represent and have not misrepresented the property in question. *** beach homes are subject to the heat, wind and rain and are built to withstand this type of condition. As far as specific maintenance issues encountered by the guest, nothing was brought to our attention. The arrival and seeing a snake was their concern. To indicate that a response time of approximately hour was a long time to wait, we take exception to. This is a very quick and reasonable time for a non life threatening service provider to arrive. The guests could have proceeded to a local restaurant or any other place that would enable them to be removed from the car in order for us to resolve the snake issue. As indicated in our prior response, snakes are a native reptile found throughout the state of ***. The picture shows a common size reptile approximately feet long. The size indicates it could have slipped through underneath the garage door or entered in a similar fashion. Unfortunately, snakes are not capable of distinguishing property types such as vacation rental homes when seeking cooler locations from the heat. We followed the proper steps as outlined in our contract to correct the concern brought forth by the guest. That was to provide a remedy to an issue brought to our attention from the guest in a timely manor. An attempt to find an alternative property, if one had been available available, was a courtesy offer. We continue to support our actions and disclosure of policies/procedures through the signed contract presented to and signed by the guest. We respectfully decline refunding the guest for the reservation

Complaint: ***
I am rejecting this response because:
the information provided is not clear My credit card has been charged
fully there has not been a refund prcessed to date what does "the fund is sitting in the credit card currently mean"? please send the refund receipt to *** Regards,
*** ***

***, I am sorry about the weather and inconveniences you have faced during Hurricane *** Because of the extreme weather conditions that were predicted for the *** ***, ** areas, we are issuing moves to another location or a refund Because of the number of
cancellations and moves due to the hurricane, we have been working as fast as we can to provide out guests with the service they deserve We have processed your refund on September 7, and look forward to seeing you again real soon! Vacation Rental Pros

The guest clearly stated in April of 2015, as notated by ***.that he does not check emails (or the guest portal)CALLS were made to this guestHe hung up on us 1/5/when his final payment per our phone record.was made Guest NEVER returned the *** Application to us for accessHe started trying to get an application days into his stayon 2/15/ THREE applications were sent to him and on 2/17, he finally admitted receipt of the application ...PLEASE NOTICE that he waited more days into his stay to call us with his application receipt. We offered $for the good faith, and $refund is not reasonable request

This is what we received form merchant account.On March 5, 2016, The cardholder has initiated this chargeback with his/her issuing bank and as a result, the funds have been debited from your merchant account

Website stated that book for NOW only $down and clearly stated total quotation in first step of the booking, the guest do not have to move forward to make reservation when they see the total amount

We are sincerely sorry for the lack of follow up on this.We would like to offer this customer $*** card immediately to make up for the follow through issues.We would also like to talk to them and find out additional details as this should have never happened and clearly we had a process
breakdown.I sincerely apologize for this This should never have happened.*** *** ** Vacation Rental Pros

Complaint: ***
I am rejecting this response because: With the rental at $a night, $credit for an unusable kitchen sink for the entire stay is not fair compensation when we were told in contract that problem would be resolved within hours
Regards,
*** ***

We would like to reply and explain the validity of the post stay event change.An event in the short term rental industry is viewed as a large gathering at the property, exceeding the limit of guests allowed as described in the rental agreement. At time of signing this agreement, the maximum allowed at any on time was (section 3)Occupancy Limit:The maximum number of guests allowed at the Property at any one time is: 26.It is not disputed by the guest that approximately people attended and may have begun to leave the house after hours. This number may or may not include the indicated on the signed contract returned to our company.Also, section addressed the maximum cars allowed to park at the property and local parking laws prohibit parking on the street (Section 5)Parking Limit for Rental:The maximum number of cars allowed for this reservation is 8.Note: parking in the streets is not allowed by lawCars must park within the Property limits.It is important to clarify that the Event Fee charged was solely for that. Although the owner described excess cleaning and damage (all totaling beyond the fee charged to the guest), we are not looking for compensation on the total amount we reimbursed the owner. The event fee is for extra cleaning and other expenses related with a larger gathering. Damage Waiver Fee, Damages and Missing Items:...The Damage Waiver Fee does not cover intentional damage, theft, unauthorized entry into the owner’s supply closet, unauthorized pets, Check-out after a.m. on Departure Day, Chebefore p.m. on Arrival Day, extensive cleaning required at check-out per, smoking, exceeding occupancy limits or parking limits, and any other charges/policies in ***’s Rental Policies and Rental Agreement including any fines imposedTrash Collection, Cleaning and Departure:...If ***'s cleaning service is required to spend more than five (5) hours cleaning the Property or if a trip to the dump is required to haul away excess trash, an additional fee will be charged at $per hour beyond the five (5) hours (plus Dump Fees), and will be charged against the credit card on file.To address the guests indication of several repairs reported at the property, the most significant AC problem was resolved in a very quick time. Further, the house is equipped with AC units. So, the home was partially cooled while the repair was completed (Section 11)Repairs and maintenance:(a) Repair and maintenance problems must be brought to ***'s attention within hours of occupancy or occurrence, or Guest will be held liable for all such damages or repairsProperty *** will have hours from the time of notification by to cure any problems reportedSimply notifying the *** of a problem during the hour period does not entitle the guest to any refunds whatsoever, nor the right to terminate this agreement....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. Neighbors reported the gathering as well. 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

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,
*** ***

The reservation was made August 17, under the name of *** ***, duration from September arrival and departing September ( nights)- Please see attached guest contract guest signed.On August 31, 2015, the guest called our company to extend their reservation more nights (arrive day earlier & stay day latter), updated to September through October depature, and guest paid for the additional nights.On August 29, 2015, an accompanying guest named *** *** called stated that they wanted a refund due to bug issues We sent a professional pest control company right away from the reported complaint.However, the company stated that the bugs keep entering because the door was being left open and food was left outside ( pest control company has the picture)On departure date October 1, housekeeper called our office stated that there are several items left behind.Our office tried to call the guest more then times to get house key and let them know their items need to be removed for next guest.The guest never called us back We changed the locks with a new key on October for next guest security.On October 3, around 8:pm, the guest tried to enter the property and noticed the the lock has been changed and that is the day they called us back.Guest stayed entire month and we distributed the rent to home *** and third party including tax agency.Guest also trying to dispute through their credit card company after staying the entire month, but credit company declined claim.We stored the items for them and they have been picked upWe do not believe this full refund request is reasonable

Regardless of last minute reservation, the guest had an opportunity to cancel but did not. They stayed at the property and we have disbursed all of the funds associated with their stay to the owner of the property

Complaint: ***
I am rejecting this response because: My dates were not and are not flexible I checked Saturday to Saturday only because I did not believe their claim that the property had been booked to someone else The only resolution that is acceptable is that the company honor their original commitment to rent on the days requested for the amount they quoted Twice This is a simple concept If you commit to something, even if it is as a result of a "systems error", honor it
Regards,
*** ***