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Business Profile

Property Management

Grand Welcome

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

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

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Grand Welcome has 5 locations, listed below.

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    Customer Complaints Summary

    • 38 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/21/2022

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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.

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