Complaints

This profile includes complaints for Grand Welcome's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grand Welcome

  999 Corporate Dr Ste 133 Ladera Ranch, CA 92694-2146

• 

  Grand Welcome

  1833 Kalakaua Ave, #906 Honolulu, HI 96815

• 

  Grand Welcome

  75-1029 Henry St Ste 103 Kailua Kona, HI 96740-1666

• 

  Grand Welcome

  1833 Kalakaua Ave Ste 210 Honolulu, HI 96815-1500

• 

  Grand Welcome

  586 Kanoelehua Ave Hilo, HI 96720-4563

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented property, a condo in a specific area that we have stayed in for 4 years in a row that has a specific view, etc, through VRBO managed by Grand Welcome. We received an email from Grand Welcome the next day saying the property was not available for unforeseen circumstances and they would relocate us to another property. The property was a comparable size but was 30 minutes away in a completely different area. The email stated quote: 1. Comparable or Upgraded Accommodation: The new property will be of a similar or higher standard to the original one, with all the amenities and features you were expecting.2. No Additional Costs: You will not incur any additional charges due to this relocation. We will honor the rates and terms of your original reservation. We decided to do some research. The property they were relocating us to was $919 for our 3 nights. We found another property from Grand Welcome in the same location of our original reservation with one less bedroom. That property was $940 for the same 3 nights. We requested to stay at this property that was not 30 minutes away, and literally on the same street as our original property. They said we would have to pay the difference. For clarity, I asked if we would pay the difference of the $21. She said we would have to pay the difference between the requested property and our original reservation which would be over $200. I even quoted the email they sent saying they would put us in a property that was "comparable or upgraded at no additional charge". So we don't have to pay the $200 difference between our original property and their comparable choice, but we have to pay the same $200 difference between our original property and our request. This makes absolutely no logical sense. We were inconvenienced and they are not accommodating for this inconvenience.

  Business Response

  Date: 04/08/2024

  We're sorry to hear that the unit we moved you to didn't meet your expectations. It is important to note, we made efforts to relocate you to a comparable, or even superior-************ compared to the original. Regrettably, the unit you specifically requested had minimum requirements that were beyond our capacity to fulfill, hence our inability to accommodate your preference.

  Upon your decision to cancel your reservation, a full refund was provided to you and there is nothing left to do at this time. Your feedback will be duly noted and conveyed internally. Please consider this matter resolved.
  
  
  

• Initial Complaint

  Date:03/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filling a complaint against Grand Welcome ******************* regarding the mismanagement of my Airbnb property in *************. Despite our contractual agreement, they have consistently failed to remit the correct revenue, resulting in a loss of $1,590.56.Despite multiple attempts to address this issue with them, they have not provided a satisfactory explanation or resolution. This lack of accountability and communication is concerning and unacceptable.I kindly request your assistance in resolving this matter promptly. Thank you for your attention to this issue.

  Business Response

  Date: 03/19/2024

  Hi there,

  We will look into this claim and will provide a follow-up as soon as possible. Thank you.

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family checked in to a property in *********, ** and the property had some wear and tear issues and wasnt cleaned properly. When my sister called we could barely reach anyone and we tried contacting VRBO because that is where we rented through. Considering we spent most of our time at the parks we just let it go. Almost two weeks after checking out my sister (whose card was on file) was charged $114 stating that there were damages to the home. Upon looking at what they were referring to because we know we had not damaged anything, they claimed that towels which had stains and old spots on the towels where at fault of my family. Mind you we did not use those towels because of the fact that they had old stains on them and were not well kept. Now the company is trying to argue that them charging $114 for four towels is justified when were talking about towels that were not even bath towels

  Business Response

  Date: 03/19/2024

  Hello,

  We are looking into this claim and will respond once we have more information. Thank you.

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental in Maui through the company website on July 15 and was provided an invoice totaling $3,068.61. An initial charge of $920.58 was placed against my credit card on the same day. The remaining balance of $2,148.03 was charged against my credit card on Oct 03. Upon returning from vacation I discovered an additional charge of $83.51 charged to my card on Jan 06, the day before we returned home. I contacted the company by phone on Jan 30 requesting information about the charge. I was provided a new invoice with a higher amount and was directed to send an email request to their customer service team for resolution. I sent the email on Jan 30, and a follow-up email on Feb 4. The company has not responded to either request. I called their customer service again requesting assistance with the charge on Feb 14. The representative (*****) said she would contact management and local agents to obtain information and contact me with their findings. I have not received any information or further contact from the company.

  Business Response

  Date: 03/19/2024

  Hello,

  We are looking into this claim and will respond once we have more information, thank you.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21308052
  
  I am rejecting this response because: as shown in the original complaint and attachments, this has been their response in the past with no other action, response or resolution.  Over a month for the company to provide this response? 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/22/2024

  Hi, Mark ************* was a system error that caused a charge of $83.51, but a refund was processed on February 15 for $83.51. Can you please confirm if you received the refund? 

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21308052
  
  I am rejecting this response because I did not receive a credit in either February or March.  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/11/2024

  Mark - 

  We sincerely apologize for the delay in getting you your refund. Our guest services team has confirmed that they've been in contact with you and have processed your refund yesterday. The check is in the mail and you should receive it within the coming days. Thank you for your patience and we apologize for the frustration caused.

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the check from Grand Welcome and the matter is resolved.  Thank you BBB for your assistance. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at their rental home for vacation and paid peak pricing for our stay. There was a major issue with the fridge that they attempted to fix, but never was functional. We were forced to place our perishables on the balcony which was colder than the fridge. ****** was only room temp). There were so many other minor issues we didnt bring it to their attention until check out, mainly because we didnt want maintenance personnel in our place while on vacation. Master toilet running, guest toilet completely unstable, shower in master bath not draining (did not use because of this). Also the windows were boarded up with no natural light in the unit. I understand it is for winter storms but letting the renter know beforehand would have been nice. *** stayed in many places during storms and never had this issue. For what we paid I expect things to work and be functional. After we filed a complaint with them, they just said sorry and said they sent someone out. But nothing was fixed, so disappointed with them. I expected a partial compensation. But there customer service is not willing to acknowledge how many problems this unit had.

  Business Response

  Date: 03/19/2024

  Hello,

  We are looking into this claim and will follow up once we have more information. Thank you.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21232348
  
  I am rejecting this response because: Grandma has all the information already since Ive communicated with them numerous times prior to filing the Better Business Bureau complaint.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/22/2024

  Hello,

  We extend our sincerest apologies for any inconvenience caused by the delay in addressing your concern. Providing excellent service is paramount to us, and we regret falling short of your expectations in this instance.

  Thank you for bringing your concerns regarding this unit to our notice. Currently, the owner is undertaking renovations aimed at meeting and exceeding expectations in the future.
  

  To make amends for the inconvenience you've experienced, we would like to offer you a refund of $300. We kindly ask for your confirmation regarding the proposed resolution, and we will promptly process the refund accordingly. We value your feedback and appreciate the opportunity to make things right.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our reservation for a rental property was cancelled (not by us, but by Grand Welcome - the host company) and we have not received our refund even though the representative I spoke with on January 2, **** said it would be refunded within **** days. We booked our rental in November of 2022 for the ***** eclipse happening in April **** and paid half of the money down plus VRBO fees. In Sept 2023 I sent a list of questions regarding the home and it went unanswered. Dec 31, 2023 I resent the list of questions. Jan 1, ************************************************************* 24 hrs. Jan 2, **** I received an email stating they cancelled our rental. I spoke with a representative twice that day and it was agreed upon that since they could not find a host for our 18 person reservation then we would get a full refund within **** business days. Jan 18, **** I emailed because we had not received our refund. Jan 21 spoke to a representative that said a property management member needed to be called, but it was the weekend, so we would have to wait until Jan 22nd. I called on Jan 22nd I called to speak to the management member only to find out they could not be called (email only). Finally heard back to find out that a check was requested to be mailed later the 22nd. *** 27th contacted again STILL NO CHECK. Jan 29th received an email that it can take 2-3 weeks for checks to be issued and mailed and will most likely be mailed Friday, Feb 2nd...we will see. Prices are SO high it was nearly impossible to find a rental for the eclipse and none are available for 18 people. We had vacation time planned, plane tickets purchased, car rentals arranged and VRBO nor Grand Welcome could offer us anything in our price range due to scalping for the eclipse. VRBO had our fees returned to us in less than 2 weeks after Grand Welcome cancelled.

  Business Response

  Date: 02/05/2024

  Hello ******,
  
  We sincerely apologize for the inconvenience caused by the cancellation of your booking due to the homeowner leaving Grand Welcome Vacation Rentals. We were unable to secure a comparable alternative for the **** eclipse in ***** and understand the frustration this may have caused.
  
  Please be assured, a full refund was processed on January 25, ****. Should you have any further questions or need assistance, please feel free to reach out.
  
  Best Regards,
  

  Grand Welcome

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I stayed at one of their properties in *******, ** in December 14th through the 20th of last year, 2023. Once there, we were having issues with the hot tub not working properly for most of our stay. We contacted the company multiple times to assist with the problem. My wife contacted them multiple times including speaking to the franchise owner, who said we would be issued a refund of $76. We have reached out to the company on two separate occasions since returning home and were told that our refund had been processed. As of writing this on January 29, ****, we have not received a refund from this company.

  Business Response

  Date: 02/05/2024

  Hi ******,

  
  We're sorry to hear about the frustrations you've experienced. Rest assured, if a refund was assured to you, it's in process and you should see it reflected shortly. We appreciate your patience throughout this process.

  Thank you!

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21215482
  
  I am rejecting this response because that is the response we have received the last two times from this company. That it is "in process." The last time it was said to be in process was over 30 business days ago.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation through Airbnb with grand welcome. The total cost was $1960.87. When we arrived, the welcome letter gave us the wrong address to pick up the keys, so it was sometime before we could get a hold of someone and find the correct location. When we arrived at the house, the combo for the lock that had been provided did not work And we had to call in for the proper code. When we got into the house the heat was not working. It was freezing, but we were told they could not drop off space heaters until the next day. For the first night we all slept on the living room floor next to the fireplace the next morning we went to use the hot tub and there was a dead rodent right next to it. We did not use the hot tub because of health concerns with the dead rodent that day the refrigerator also stopped working all of the food that we had purchased was in the refrigerator went bad because they did not send someone out until Wednesday so we lost out on all the food that we had purchased for the week. The first night we had to sleep on the floor in the living room to try and get warm from the fireplace. We couldn't use the hot tub because of the rodent issue. I was told by grand vacation that we would be rent refunded for our first night when we had no heat and then given a nightly discount after that since we had to use space heaters and move them around the property to keep us warm I was also told that we would be refunded for the food that had been lost, when I called in I was told that they would only refund us $254 they offered to move us to another property, however did not have a property with the same amenities. I asked if we could cancel the reservation to the lack of heat and the refrigerator not working, so that we may book some thing else via Airbnb however, I was told that our reservation was nonrefundable, regardless of the heat not working and the refrigerator not working and the safety and health issue of the dead rodent. I called grand welcome multiple times but they refused to honor their offer of a nightly discount and refunding for food

  Business Response

  Date: 03/19/2024

  Hello,

  We are looking into this claim and will respond when we have more information. Thank you.

• Initial Complaint

  Date:09/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation for a property in ***************** on March 16, 2023. The reservation is for March ***** ****. Today I received an email telling me: "We regret to inform you that we will be unable to host your stay at The ******* House from Mar 14, **** - Mar 18, **** as the property is offboarding our program and will not be able to host your stay."When I search this property, Grand Welcome remains the property manager of record, and yet the property is unavailable for my rental dates. There is no other way to access the property except through Grand Welcome. One must conclude that Grand Welcome rented the property to someone else in the past few days and is now making excuses. I have had an existing reservation since March of this year. I expect my reservation to be honored.

  Business Response

  Date: 10/04/2023

  Good day **************, thank you for taking the time to review Grand Welcome. We take all responses very seriously.  When you have free moment please contact Grand Welcome at ************** so we may assist you further.

   

  Thank you.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/7/23 my friend suffered an accident and was unable to travel, doing so risked her health and safety. She sought immediate care for her back injury and has physician documentation. We attempted to contact Grand Welcome over the AirBnB platform (they were using as a booking service) and were sent spurious information about the booking policy- told that we could not rebook the dates even though according to ****** we could. They can not confirm that their business is registered with Mendocino County (a requirement for vacation rentals). In phone calls we made attempting to clarify the actual booking policy and seek redress they would keep us on hold ("due to the ***** 19 pandemic") and hung up on myself and my friend three different times. I don't believe they are running a legitimate business in Mendocino county and are definitely misrepresenting their booking policies.

  Business Response

  Date: 09/28/2023

  Good day ****************

  Thank you for taking the time to review Grand Welcome.  We apologize for the delayed response, reviews are very important to us and take them very seriously.  We would like to discuss the matter further, When you have a free moment please contact us at **************.  Thank you for bringing this matter to our attention and look forward to speaking with you.

   

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20577496
  
  I am rejecting this response because:
  I called the number they provided and got a call center. The representative said that they did not have contact with any actual managers and didnt know where to direct my call. I mentioned that I was responding to their request for contact but they seemed unaware or unable to speak to this request. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/22/2024

  Good day,

  We apologize that this issue has not been resolved.  Please when you have a moment and reach out to our customer service management time at **************.  We look forward to hearing from you.

   

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20577496
  
  I am rejecting this response because:
  
  When I called the number as requested, a representative for Grand Welcome informed that they believed this BBB message was sent in error and had no further update.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/05/2024

  Hello ******,
  
  First and foremost, we want to express our sincere concern for your friend's injury. We understand how distressing and unexpected events can significantly impact your plans. Regrettably, after carefully reviewing your last-minute cancellation request, we find ourselves bound by our established cancellation policy as well as Airbnb's guidelines.
  
  According to Airbnb's policy on extenuating circumstances - **************************************** - certain situations such as "unexpected disease, illness, or injury" may not automatically qualify for cancellations without penalties. This policy is in place to maintain fairness and consistency for all parties involved, though we recognize it can feel restrictive in times of personal emergencies.
  
  We truly wish there were more we could do to assist in this unfortunate situation. If there are any other ways we might be able to support you during this time, please let us know.