ComplaintsforGrand Welcome

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room under our Amex points for Aspen creek #119. This has been the worst experience thus far with any rentals I've used. The key is to be picked up somewhere else a few miles away and not at the lock box within the "office." Attitude was given when we called inquiring what to. The instructions were not clear at all. The walls in this condo are paper thin and we hear everything from our neighbors upstairs. When we called for a resolution, we were told there was nothing they could do. We asked for a refund/cancellation or be moved to another unit and was told it's impossible. On our booking it says Mountain View. We have a view of the parking lot. No a/c and was not listed on the listing when we booked.

  Business response

  03/21/2023

  Dear *********************,

   

  Thank you for taking the time to write this review. I apologize for the bad experience you had during your stay. I am very disappointed to hear that our unit and staff did not meet your expectations. Your remarks have been noted, and I personally will make every effort to remove all shortcomings as soon as possible. We will do everything in our power to exceed your expectations next time.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 27th I paid in full for a two night stay in Nashville for the dates July 16th-July 18th using VRBO to book with Grand Welcome as the agency that handles the property. The total came out to be $1468.40 which was paid in full on June 27th. When in Nashville, our building was broken into at 3:30am on our first night, with half of our group at the property when it happened leaving the group incredibly upset. We called Grand Welcome at 10:30am the same morning to let them know that the door was broken into and did not lock anymore due to being damaged, leaving us in a building that was not secure. I heard nothing from them until 5pm where I received a phone call that I missed, accompanied by a text message asking what happened. I called back at 5:03pm and also sent a text message back. I heard nothing until I reached out again at 9pm asking what was going on and why there was no urgency to help us. I was told that they 'didn't notice' that I responded back to their text which is upsetting. This was almost 12 hours after first originally contacting them about the break in, 12 hours of time that they had to come fix the lock or move us to a secure location. I was told verbally by someone named Beth that they would be providing some form of reimbursement for the fact that we were left for over 24 hours in a building that didn't lock and for the lack of response during the day. I was completely satisfied knowing that they were going to reimburse us. However, they are now declining any sort of refund, saying our request has been 'denied'. I also have a text message saying they would reach out letting us know 'what they can do for us' however, nothing has been done at all. I am seeking full reimbursement for being put into an unsafe situation that could have easily been remedied by professional and consistent communication. I have tried resolving this directly with the property multiple times.

  Business response

  09/09/2022

  Business Response /* (1000, 9, 2022/08/18) */ Guests should not have been granted early check in as this was a back to back clean, and this was not approved by the local team. There is no communication of them receiving early access (please see photo) but chose to arrive early anyways. They did have a break in occur, and informed guest services of this at 10am, but our team was not notified until 5pm that evening. Customer care did reach out but no response. Onsite team reached out to the guests, and they did not want to be moved. The details of this "break in" did not line up, (the timeline, and the guests saying they weren't home but somehow they know no one went upstairs, and nothing at all was taken from the property). They trashed the house during their stay and required 6 bags of trash to be removed from the property after their departure. The communication lag from guest services is unfortunate, but as for the "break in," we did everything we could be help the guests. All needed repairs have been made. Consumer Response /* (3000, 11, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to my original complaint, half of our group was home during the break in so we do know for a fact that no one went upstairs. As far as things being taken from the property, we have no idea. We do know that none of our personal items were taken. The police informed us that it is common for people to break in and check the first floor for items, if they see nothing of value, they won't go further. In addition, we made sure that the place was clean before leaving, going as far as cleaning the counter tops with the cleaning supplies under the sink. We also were verbally granted early access over the phone with the agreement of a $90 charge and then we were told two minutes before early check in that we actually couldn't, while we were already at the property since we were only given a two minute notice, so we waited until we were told that we could go in. We were not charged the $90 so we just waited. There is an official police report with details of the break in, and it's upsetting that it's even being questioned. Business Response /* (4000, 13, 2022/09/07) */ The guests were offered the opportunity to vacate the premises of the property, to be moved into another property for the duration of their stay for safety and security. They denied said offer and decided to continue their stay at the original property, after the reported break-in. We do not believe additional compensation should be provided since the offer for moving properties was declined. While we understand the frustration the guests may feel with the back-and-forth communications on early check-in, we did not fully grant this option for their stay and believe there is no funding to offer guests. Our internal notes indicate the guests were upset over the early check-in denial, and stated they would be leaving a bad review, asking for a discount of some sort for the inconvenience. Threatening to leave a bad review for a refund is against VRBO terms of service and is considered extortion. We will not be providing compensation and will be taking steps to request review removal from the platform as well based on our communications.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/14/22, I made a booking request for a pet friendly vacation rental*************** On the bottom of the booking request there was a "comment/question" box, since this was a pet friendly home, I asked if it was okay for us to bring ******************** dogs. I advised our dogs travel with us often, they are very well behaved and would it be okay for us to bring our 3 dogs? I did not receive an email or call, I received a computer generated text that stated "if" you are bringing dogs, please contact this number to discuss the pet deposit. I called the number and it was out of service. I called the number for 3 days, then I decided to try and text the number. I received a reply that I had been given the wrong number, I was given a different number. I called this number and advised Grand Welcome that I did not receive a reply to my initial question as to whether I could bring 3 small dogs to the property, I was told the property allowed 2 dogs, therefore, I asked to cancel as I have 3 dogs. Grand Welcome refused to cancel my booking request. I have had several communications with Grand Welcome and they have consistently refused to cancel my reservation, but they indicate that I can not bring my 3 dogs. In an effort to resolve the situation, I asked if Grand Welcome could find another vacation property for me that would accept 3 dogs, they refused. I offered to pay a small cancellation fee to the owner of the pet friendly *********** property in exchange for finding another pet friendly property, Grand Welcome refused. My complaint is this, I was provided a wrong phone number and could not call within 24 hours of the booking request to cancel the reservation and/or confirm whether 3 dogs would be accepted. Grand Welcome is taking my money for services that I can not use because they indicate I can not show up at the property with 3 dogs. I want the reservation cancelled and my money refunded.

  Business response

  09/07/2022

  Consumer Response /* (2000, 14, 2022/08/09) */ Hello. Grand Welcome has resolved this issue with us, we were finally able to get through to a Manager, *******, who was friendly and who reached out to the owner of the vacation rental on our behalf, the issue has been resolved. Thank you.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a property through **** which Grand Welcome was the agency handling the property. I paid my deposit of *****. Another ***** was to be paid several months after I booked the property. My bank account was overdrawn when Grand Welcome charged my bank accounty the ***** 7 days after I booked the property (This was not due for several months.) When I called and requested a refund along with a cancelllation due to the inconvience this had caused me, everyone said that they would have to talk to a manager. After multiple calls (weeks) a lady by the name of ************** calles and left a voicemail saying that the ***** was being refunded. When I returned her call and requested that the full amounty be returned, she said there would be a fee for cancelling and that was the original agreement. The original agreement was not for them to overdraw my bank account by ***** months before it was due. This has caused my family finanacial issues. It was not refunded for weeks. Now they are withholding refusing to give us a full refund.

  Business response

  03/31/2022

  Business Response /* (1000, 8, 2022/03/24) */ BBB team, This case submitted by guest on 2/28/22 is invalid. They requested their reservation to be reinstated the same day this claim was initiated to your site. The guest has been refunded for the error in second/final payment processing for their satisfaction, and their reservation booking is still on the calendar. The guest was refunded the second processed payment within the week of their claim. Please review the attached reservation and refund details provided. Consumer Response /* (2000, 10, 2022/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) This case was resolved after I filed this claim with the Better Business Bureau.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December 2021, we were scheduled for a five-day stay at a home in the Lake Tahoe area. The reservation was made through VRBO. The property that we were to stay at was managed by Grand Welcome. Due to road closures, Grand Welcome informed us through two text messages that they were offering a credit or rescheduling. These text messages led us to believe that we would be able to reschedule our trip or receive a credit. Within a week of the original trip, we rescheduled for the end of February. A confirmation number ******* was provided for the February dates; however, no written acknowledgement was received. While attempting to receive written confirmation, Grand Welcome then informed us that they were no longer able to honor the rescheduling, due to their contract with the owners. Of course, at this point, it was too late to use any of the five days of our originally scheduled trip. On day 2 of our original trip, we received the two text messages. If we had not received these messages, we would have tried to use the remaining two or three day of our original reservation. Attached is a letter containing the actual communication between us and them, beginning on December 28. (Our original reservation was for December 27 - January 1)

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/02/21) */ Hello BBB team, We've been managing communications with this guest since initial reservation. This guest claimed they had travelers insurance initially and would be filing a claim for refund. Here is the last response from the homeowner: We feel badly about them not being able to use cabin. However, I'm not sure they are out money other than premium paid for travelers insurance. We have yet to receive documented written proof that her claim was denied to then proceed with a refund or rebooking. Consumer Response /* (3000, 7, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the response from GRAND WELCOME, and my displeasure with them continues to increase. I am not sure whether I am missing some communication. For some reason Grand Welcome believes that I had traveler's insurance. The message from Grand Welcome on 12/28/21 clearly offers us credit for our stay. Nothing in their message related to Travel Insurance. I did not have travel insurance....I was offered credit/reschedule and did not receive credit, nor did Grand Welcome honor the reschedule. Their text offer on December 28, 2021 led me to believe that my trip would be honored at another time, and my family didn't use the reservation at all. AGAIN -- There is NOTHING in our correspondence that states we had travel insurance. I DID NOT HAVE TRAVELER'S INSURANCE. I never stated that I had travel insurance. I never wrote that I had travel insurance. If I had travel insurance, I would be working with the travel insurance company! I don't think that Grand Welcome truly read my most recent response,which included several text messages between me #************ and Grand Welcome - ****,**************** Following my initial complaint, I shared text messages between ********** and **** from Grand Welcome. I sent Grand Welcome our text exchanges as "proof" they offered credit/reschedule. When we attempted to reschedule, they did not honor their original offer. I do not have "proof" that I do not have traveler's insurance. Perhaps Grand Welcome needs to show "proof" that the offer for credit/reschedule was dependent upon traveler's insurance. And, if they did...their offer would have been redundant!! I have requested a refund. My credit card number has changed since making this reservation in November 2021. Please contact me for the new account number. ********** ******************************** Business Response /* (4000, 9, 2022/03/09) */ Our Customer Care team has been in contact with you regarding the winter storm and your inability to stay at our Tahoe property. We have issued a full refund since that time. We wish you safe travels on any upcoming vacation adventures. Yours in hospitality, Grand Welcome team Consumer Response /* (2000, 11, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Grand Welcome gave us a full refund.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The place we rented has major pool demolition/construction going on from the hours of 8am-5pm. The entire 9hrs was jackhammering of concrete. I contacted the rental company and the offer less than 10% off. The apartment was not livable with the volume of noise. This is unacceptable I want 1/2 my money back

  Business response

  07/20/2022

  Business Response /* (1000, 6, 2021/10/21) */ Hi *****, I sincerely apologize for the construction noise during your stay. We were not notified as well about the noise and therefore, a partial refund has been offered for the 2 days that were affected. Please reach out to us directly if you would like to accept this offer, thank you.

*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. ↩