ComplaintsforElite Vacation Homes Inc

• Initial Complaint

  15/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Elite Vacation Homes in Victoria,B.C. was representing my property at **** ****** *** Elite is owned by Val and employees are ******** and *******. ***** *** ************** ********* ******** ******** **** **** ******* ********** **** *** **** An example is booking my property from June 24th to July 27th that was cancelled by Elite within a few days of arrival. The income loss for myself was over ****. Elite gave me **** stating my home was not up to guests standards. Elite hires the maids to clean at a cost of up to *** per maid visit if pets are included. At this high maid fee I pay my expectation is the property should be professionally cleaned to a high standard. Elite is stating flies, silverfish, ants appeared under their handling of the property and an exterminator should be brought in at my expense. Elite hires the maids if there was a temporary problem that could not be resolved with simply cleaning better which appeared to resolve the issue when Val initiated a "Complimentary clean" on top of a cleaning not done properly by their maids. The floors appear never to have been steam cleaned. Elite would not have Elite guests book and come from June 17th to June 24th. Val denies this in her recent email stating guests were here from June 17th to 20th. Evidence will support Elite guests were here all week on surveillance and texts to ******** time and date stamped on June 24th stating to ******** the guests are still here after checkout time. Val states I refused to buy items for the suite. Texts and emails show I was charged twice for approx. *** for items I was not contacted for. Evidence will support I bought items when asked. Inventory was not taken by Elite so no record of missing items ex:iron held guests responsible. Pet fee *** cleaning fee ***, I received ** less for final cleaning. I didn't receive full amount. It is apparent in conflicting texts and emails between the Val and staff that Elite is responsible for quality control not the homeowner.

  

  Business response

  18/07/2022

  Upon bringing ******* on board to advertise her home on Elite Vacation Homes, we noticed during the inspection there were several deficiencies which were the dock was completely unsafe and not usable.   There was a 5ft drop on the outside area with no railing system which is extremely dangerous.   Inside there were several areas that needed upgrading such as bedding, cutlery (camping utensils) was supplied and a few housekeeping issues. ******* said the dock would be fixed for the summer months coming up and would purchased what was needed to bring the home to Elite Standards.
  

  During our short time advertising for *******, the following has occurred:

  The cleaning fee is $*** plus an additional $*** pet fee if additional cleaning is required. The guest pays the cleaning fee, NOT ******* as she mentions in her complaint. We received multiple complaints regarding the flies and silverfish from guests and the cleaners. One guest had to cancel and leave early because of the clear insect infestation. Guests have reported a dead smell coming from one of the bedrooms which would explain the black fly infestation. Our cleaners have observed ******* on multiple occasions come to the unit and open all the windows and even put in an air freshener in the unit as an attempt to cover up the smell. We went and examined the infestation ourselves and within minutes of getting rid of 50+ flies, they were all back again. We advised ******* she should get an exterminator. ******* did not want to pay for this. There has been multiple items we have let ******* know about and she refused to pay for any improvements or upgrades. We purchased new cutlery and proper fitting linens and she said she is not paying for these items and told us to take them back. She let us know she is on an extremely tight budget and has expressed to us multiple times that she needs the house rented to pay her bills.

  Danette has camera's that face the front door and sitting area where the guests sit. She would take photo's and video's of the guests and send them to us. This is an obvious violation of privacy. The camera's were never moved. 

  The guest from June 17th to 24th booked before we had canceled our contract with *******. One June 20th, after several attempts of asking ******* to bring her property up to standard, we decided to cancel the contract and all future bookings. According to our homeowner contract, we are not obligated to give notice. ******* is in clear breach of the homeowner agreement as it states the home needs to be in good order and a safe/habitable environment. 
  
  ********s inaction and unwillingness to bring the property up to standard and get a professional exterminator is what caused the contract to be canceled. She wanted to be paid for the canceled booking however we cannot put guests in a property with insect infestations as this would create a liability situation for us. 
  
  We pride ourselves on quality, elite accommodations and unfortunately *******'s home is not up that standard and she chose not to make any improvements. We paid her $**** as a courtesy because we knew about her financial situation and she has continued to try and extort money from us since. 
  
  

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩