ComplaintsforArizona Elite Properties

• Initial Complaint

  08/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 27th my wife *************************** applied for and was confirmed for a 2 month rental through the Airbnb website. Starting on January 8 to March 3, we had contract to rent the home (titled: Historically Modern! Walk to ************************ of *******!, Located in Coronado Historic District. we didn't have the exact address yet due to the way Airbnb works) for the sum of $ **** per month. We paid $5,130.91 upfront, which has been refunded but without interest. On August 17, my wife received a message from ********* at Elite Vacation Rentals stating that they are canceling our stay do to the Owner not liking the rate at which we booked, seems like an Elite problem, not our problem.My wife contacted Airbnb and filed a complaint with them about this rental unit and management company. Since we had the reason why the rental was being canceled in writing, Airbnb removed the unit from there site over the time frame and penalized them, but that doesn't stop the Owner or Elite Vacation from renting the unit out through other sites, including there own portal. They broke a contract and need to be penalized, not profit from this shady business practice.

  

  Business response

  08/19/2022

  Our company represents over 400 owners of vacation rental properties and does not guarantee the bookings promoted and received through AirBnB that markets properties on their platform. Our company made an honest mistake in providing information and the guest was made whole and received a full refund.

  Our company paid a penalty directly to AirBnB for the unintended error. The response from my manager below confirms the information and the fact that the guest had the opportunity to rebook the property at the correct rental rate offered by the client or select another property.

  As stated below we corrected the error before the guest arrival, paid the penalty and the client although disappointed chose to complain when in fact an explanation and alternative opportunity was offered. As a company we maintain the highest rating with

  AirBnB and did not profit from this unintended mistake.

   

  Managers Statement of Facts

  *************************** booked the property at **************************************************************** for January 8th to March 3rd. Unfortunately, the rental rate that fed over from our software to AirBnB was incorrect and allowed the guest to book for a rate far below the market rate. We contacted the guest and notified them of this honest mistake and notified AirBnB that we needed to cancel the reservation. We have paid a penalty to AirBnB and were forced to take the property off the market on AirBnB as well. The guests are requesting to be compensated for this mistake however, it has caused no financial harm to the guest. We have refunded the guest through AirBnB in full to ensure they are able to re-book a property for the same time period and have also offered for them to rent this property at the correct price if interested. Elite Vacation Rentals does not profit from this situation and has paid all penalties directly to AirBnB for the mistake. Any additional compensation the guest is requesting should be done through AirBnB who is the payment processor for this reservation. 
  
  

*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. ↩