VaycayHero

Initial Business Response / [redacted] (1000, 10, 2015/10/23) */ The guest, [redacted] stayed at a property listed on our website by Oceanfront Vacation Rentals, located in Myrtle Beach, South Carolina During his stay, Mr [redacted] failed to comply with the terms and conditions provided by Oceanfront Vacation Rentals, terms and conditions that all guests who book through VaycayHero.com must agree and adhere by before, during, and after their stayThese terms and conditions are clearly stated on each property listing page, on the booking page before reserving the property online, and again emailed to the guest once they complete their reservationIf a guest calls a representative of VaycayHero, these terms and conditions are also mentioned over the phone and must be agreed to at time of bookingIn addition, the staff at Oceanfront Vacation Rentals has a rental agreement completed prior to the guest check in where all rules of the house, including check out procedure, who to contact in case of an emergency, as well as HOA regulations, are provided to the guest and their partyIt is our number one goal to make the rental process easy and hassle free Unfortunately, Mr [redacted] failed to comply with such regulationsAdditionally, he refused to pay for emergency damage insurance, an alternative to security deposit, during his stayThis damage waiver insurance would protect the guest against all accidental damages done to the property up to a certain amount During his party's stay at the rental, there were damages done to the propertySome of these included furniture damage As a result of the damage and the breech in rental agreement, Oceanfront Vacation Rentals had to perform major cleaning and some repair to the property in order to restore the condo to working order for upcoming guests, as well as having to smooth over the relationship with the owner of the propertyBecause [redacted] refused the damage waiver, these damages needed to be covered out of pocket by the guest As is our policy, the onsite staff at Oceanfront Vacation Rentals followed protocolThey provided VaycayHero.com with adequate documentation and photo evidence of the damages and the cost of repairThis evidence included pictures of the broken furniture caused by the guests in ***'s party as well as detailed invoices provided by the cleaning and maintenance staff for the extra cleaning and repair neededAll of these invoices provided the cost of repair We did charge the estimated amount as told to us by the onsite staff to the card that we had on file for the guestAnd, once the final amount was agreed upon, we did alter that amount and notify the guest of these charges We are sorry that the guest feels the way he does and are also sorry that there were damages done during his stayHowever, we also have a responsibility to the property managers that list rentals on our site and ultimately, if a guest damages a property while residing, they do have to cover the cost of those damagesAlthough we try not to get involved in these issues, we do notify all guests of additional charges and will do our best to mediate a difficult situation We are sorry that the Property Manager did not reach out to the guest directly when he had wished, but we (VaycayHero) responded to every email and phone call the guest made to us, and tried our best to explain to him the situation and the terms that he agreed too when booking the propertyWe also sent him all documentation provided by Oceanfront Vacation Rentals proving the damages and justifying the additional chargesAlthough we understand that $dollars, the extra cost of damage is a large sum of money, that was the cost of the additional repair and cleaning to which the guest was liable Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject all the claims/explanations that are in the business' response as a combination or empty phrases and outright lies to cover their deceitful and fraudulent business practices Nothing they wrote supports any of their allegations: There is nothing to show how we "failed to comply with such regulations" or "breached the rental agreement"? With my complaint, I provided all the documents including "Terms&Conditions" and I asked repeatedly both businesses to say exactly what we violated They failed to specify, because we did not! I requested to refund an optional charge of a "Damage Waiver Insurance" precisely for this reason, - it was stated as optional by the host and Vaycahero not only charged it as mandatory but also charged a security deposit to cover possible damage They also refused to refund the Waiver until, during a lengthy exchange, I clearly showed them that they VIOLATED host's condition making the charge mandatory There is absolutely no proves about the alleged damage, - even pictures they provided to me show none, except a small scratch in a high traffic areaEven if it did happen during our stay, - the price of fixing it could not even come close to their charges! None of the invoices proves any damageI would provide all the invoices for review, if requested/neededOne invoice shows that the mattress was changes with the charge of $It doesn't say the reason for thatWe did not damage it and, in fact, rarely used itIt was just a regular update of the property, nothing else Cleaning bill for the carpet actually says that carpet is cleanIt mentions burn marks but it doesn't say they were new or were the reason the service was doneAgain, even their pictures show no burn marks which you would think in this case, they'd like to be shown as a proofWe did not do any damage to the carpet If there are (I did not see any during our stay), they just decided to blame them on us to be able to charge carpet cleaning on us If anything, all invoices are for a regular maintenance work, probably scheduled in advance, and not a result of our wrongdoings I'd like to mention again, as I did in my emails to both businesses, the property was in a pretty poor conditions on our arrival and host was clearly aware of thatThey sent a service person even before we called them about a clogged toiletSinks were clogged, as well A/C's power outlet suddenly broke during night time, putting all of us and other residents in a great dangerAir fan in one bathroom never worked and was not repaired after we complained The way all was done is the main proof of their wrongdoings! Both businesses did not even contact me before all charges went through, days after we left the property (all reflected in provided supporting docs) Moreover, prior to leaving, we asked the host if we could have a late departure (after am) but were refused because the property was supposedly rented alreadyIt was a lie, as invoices show the work was done later in the week Vaycayhero also violated their own procedures they clearly stated in their email to me where they gave me hours to dispute the claim and try to resolveOnce again, - all was already done by the time I got that email, which came on Friday night, before Labor Day Weekend We left a night prior to our departure date and we have a proof of thatWe also have a family we were vacationing together, from an adjacent property, who can attest for us and confirm total baselessness of all their absurd allegations of drug use and police report filled during our stay There are no witness accounts or police report host claimed it had to substantiate its allegations We did everything according to the "Terms&Condition" that state what we needed to do on departureIt also states clearly that failure to follow them may result in additional charges against the security deposit ($100) That is the amount, in addition to the main charge of $661, I gave the permission to charge my card by submitting the bookingCharging anything above that without my permission (even a notification), - is a clear fraud! To this very day, they failed to produce any real proof on my several requests, in violation of their own statementsThey repeat over and over again same lies and refer to the same pictures that, even if accepted as proofs when accompanied with signed witness or police statements, do not show any of the alleged excessive damage at all! This is a clear and sure indication of complete baselessness of all their claims and a fraudulent nature of this charge Therefore, the only resolution I can accept at this point is a full refund, I do not need their faux "sorry-s"I also, request an apology for outrageous allegation of a drug use by us during the stay After refund is processed and an apology is issued, I agree to fully cooperate with all involved parties to resolve this dispute, including paying any additional fees if found/proven liable of any misdeeds

Initial Business Response /* (1000, 10, 2015/10/23) */
The guest, *** *** stayed at a property listed on our website by Oceanfront Vacation Rentals, located in Myrtle Beach, South Carolina
During his stay, Mr *** failed to comply with the terms and conditions provided by
Oceanfront Vacation Rentals, terms and conditions that all guests who book through VaycayHero.com must agree and adhere by before, during, and after their stayThese terms and conditions are clearly stated on each property listing page, on the booking page before reserving the property online, and again emailed to the guest once they complete their reservationIf a guest calls a representative of VaycayHero, these terms and conditions are also mentioned over the phone and must be agreed to at time of bookingIn addition, the staff at Oceanfront Vacation Rentals has a rental agreement completed prior to the guest check in where all rules of the house, including check out procedure, who to contact in case of an emergency, as well as HOA regulations, are provided to the guest and their partyIt is our number one goal to make the rental process easy and hassle free
Unfortunately, Mr *** failed to comply with such regulationsAdditionally, he refused to pay for emergency damage insurance, an alternative to security deposit, during his stayThis damage waiver insurance would protect the guest against all accidental damages done to the property up to a certain amount
During his party's stay at the rental, there were damages done to the propertySome of these included furniture damage
As a result of the damage and the breech in rental agreement, Oceanfront Vacation Rentals had to perform major cleaning and some repair to the property in order to restore the condo to working order for upcoming guests, as well as having to smooth over the relationship with the owner of the propertyBecause *** refused the damage waiver, these damages needed to be covered out of pocket by the guest
As is our policy, the onsite staff at Oceanfront Vacation Rentals followed protocolThey provided VaycayHero.com with adequate documentation and photo evidence of the damages and the cost of repairThis evidence included pictures of the broken furniture caused by the guests in ***'s party as well as detailed invoices provided by the cleaning and maintenance staff for the extra cleaning and repair neededAll of these invoices provided the cost of repair
We did charge the estimated amount as told to us by the onsite staff to the card that we had on file for the guestAnd, once the final amount was agreed upon, we did alter that amount and notify the guest of these charges
We are sorry that the guest feels the way he does and are also sorry that there were damages done during his stayHowever, we also have a responsibility to the property managers that list rentals on our site and ultimately, if a guest damages a property while residing, they do have to cover the cost of those damagesAlthough we try not to get involved in these issues, we do notify all guests of additional charges and will do our best to mediate a difficult situation
We are sorry that the Property Manager did not reach out to the guest directly when he had wished, but we (VaycayHero) responded to every email and phone call the guest made to us, and tried our best to explain to him the situation and the terms that he agreed too when booking the propertyWe also sent him all documentation provided by Oceanfront Vacation Rentals proving the damages and justifying the additional chargesAlthough we understand that $dollars, the extra cost of damage is a large sum of money, that was the cost of the additional repair and cleaning to which the guest was liable
Initial Consumer Rebuttal /* (3000, 12, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject all the claims/explanations that are in the business' response as a combination or empty phrases and outright lies to cover their deceitful and fraudulent business practices
Nothing they wrote supports any of their allegations:
There is nothing to show how we "failed to comply with such regulations" or "breached the rental agreement"?
With my complaint, I provided all the documents including "Terms&Conditions" and I asked repeatedly both businesses to say exactly what we violated
They failed to specify, because we did not!
I requested to refund an optional charge of a "Damage Waiver Insurance" precisely for this reason, - it was stated as optional by the host and Vaycahero not only charged it as mandatory but also charged a security deposit to cover possible damage
They also refused to refund the Waiver until, during a lengthy exchange, I clearly showed them that they VIOLATED host's condition making the charge mandatory
There is absolutely no proves about the alleged damage, - even pictures they provided to me show none, except a small scratch in a high traffic areaEven if it did happen during our stay, - the price of fixing it could not even come close to their charges!
None of the invoices proves any damageI would provide all the invoices for review, if requested/neededOne invoice shows that the mattress was changes with the charge of $It doesn't say the reason for thatWe did not damage it and, in fact, rarely used itIt was just a regular update of the property, nothing else
Cleaning bill for the carpet actually says that carpet is cleanIt mentions burn marks but it doesn't say they were new or were the reason the service was doneAgain, even their pictures show no burn marks which you would think in this case, they'd like to be shown as a proofWe did not do any damage to the carpet
If there are (I did not see any during our stay), they just decided to blame them on us to be able to charge carpet cleaning on us
If anything, all invoices are for a regular maintenance work, probably scheduled in advance, and not a result of our wrongdoings
I'd like to mention again, as I did in my emails to both businesses, the property was in a pretty poor conditions on our arrival and host was clearly aware of thatThey sent a service person even before we called them about a clogged toiletSinks were clogged, as well
A/C's power outlet suddenly broke during night time, putting all of us and other residents in a great dangerAir fan in one bathroom never worked and was not repaired after we complained
The way all was done is the main proof of their wrongdoings! Both businesses did not even contact me before all charges went through, days after we left the property (all reflected in provided supporting docs)
Moreover, prior to leaving, we asked the host if we could have a late departure (after am) but were refused because the property was supposedly rented alreadyIt was a lie, as invoices show the work was done later in the week
Vaycayhero also violated their own procedures they clearly stated in their email to me where they gave me hours to dispute the claim and try to resolveOnce again, - all was already done by the time I got that email, which came on Friday night, before Labor Day Weekend
We left a night prior to our departure date and we have a proof of thatWe also have a family we were vacationing together, from an adjacent property, who can attest for us and confirm total baselessness of all their absurd allegations of drug use and police report filled during our stay
There are no witness accounts or police report host claimed it had to substantiate its allegations
We did everything according to the "Terms&Condition" that state what we needed to do on departureIt also states clearly that failure to follow them may result in additional charges against the security deposit ($100)
That is the amount, in addition to the main charge of $661, I gave the permission to charge my card by submitting the bookingCharging anything above that without my permission (even a notification), - is a clear fraud!
To this very day, they failed to produce any real proof on my several requests, in violation of their own statementsThey repeat over and over again same lies and refer to the same pictures that, even if accepted as proofs when accompanied with signed witness or police statements, do not show any of the alleged excessive damage at all! This is a clear and sure indication of complete baselessness of all their claims and a fraudulent nature of this charge
Therefore, the only resolution I can accept at this point is a full refund, I do not need their faux "sorry-s"I also, request an apology for outrageous allegation of a drug use by us during the stay
After refund is processed and an apology is issued, I agree to fully cooperate with all involved parties to resolve this dispute, including paying any additional fees if found/proven liable of any misdeeds