87 Customer Reviews
Review from Jo S
1 star12/20/2023
Finally a place to let the world know how TERRIBLE this property management firm is. We rented a beautiful Villa in ********, HI. After walking from 1 room to another (my shoes were removed at the door) the bottoms of my feet were black from the filthy tile floor. There was food on the silverware in the drawer, we were given 2 dishwasher pods for an 11 day stay, the power blew to the house when we plugged in the electric BBQ, cable had not been installed even though it was a feature of the property, we could hear noises in the walls and ceiling and soon found that the condo was infested with huge rats. Grand Welcome sent a maintenance fellow to install sticky rat traps. The first night (and 3 nights to follow) we heard SCREAMING from the kitchen where a very large rat was stuck to the trap. We were instructed to just pick it up and put it outside in the trash...with this poor animal about ready to bite off his leg so he could be free from the trap. It was AMAZING....oops, I mean AMAZINGLY HORRIBLE. They gave us $100 back for the filthy bathrooms and kitchen but once the Rats started appearing, we got no help after the first visit from the maintenance man. ..I am wrong, they did have Spectrum come install the cable the day before we left. What a waste of our time and money.Review from Marvin H
1 star12/14/2023
I'd highly recommend not using Grand Welcome for any future reservations. They don't clean their cabins!*****************************, **Review from Gerrie M
5 stars11/28/2023
Grand Welcome manages my nightly rental property and they go above and beyond for client and customer care.Review from Oksana P
5 stars11/09/2023
We stayed 11/5/23 to 11/8/23; family of 6 adults and 2 toddlers.The house is clean, beautifully designed and equipped with everything needed for staying and enjoying the beautiful nature.The only inconvenience is the parking for only 2 cars.The tennis court is great! The swimming pool is nice and warmed, they have 3 swimming pools, so it could be used whatever is closer to your location.We did not try the golfing. We hope to come back. The weather was wonderful and the ocean beach in a walking distance that was doable for even 2 and 3 year old girls.
Grand Welcome Response
11/13/2023
Hello, ******!
Thank you for taking the time to share your experience of your recent stay with us. We are delighted to hear that you and your family had an enjoyable time and that you found the house clean, beautifully designed, and well-equipped for your needs.
We appreciate your feedback regarding the parking situation, and we understand that having space for only two cars may have been inconvenient for a group of your size. We will certainly take this into consideration as we look for ways to enhance our guests' overall experience.
We truly appreciate your kind words and positive feedback. It was a pleasure hosting you and your family, and we look forward to the possibility of welcoming you back in the future, be it in this location or one of our many other vacation destinations across the U.S.!
Review from Rose L
1 star10/24/2023
Our recent August stay at a VRBO rental in *******, ** managed by Grand Welcome, was severely tainted by a laundry list of issues:1) Security/Pests: The sliding back door wouldn't lock, and the screens were torn. There was no AC, and broken or absent screens allowed pests to enter.2) Cleanliness: Upon arrival, we found dirty diapers, used dishes, and even remnants of ****** meat on some plates. The grills were filthy and non-functional.3) Quality: The toilet flushing mechanisms, dining room and stoop lights, and climate ventilation fan needed replacement. There was a severe shortage of toilet paper. Bed sheets were worn out and stained.4) ***************** The staff's response was inadequate. They promised to clean the first night but left dishes and linens dirty. Cleaners disrupted our plans on the second night. Trash from previous guests in the garage violated guidelines, and despite multiple attempts to contact the property managers, no resolution was provided. A bear tore out a garage window frame on the second-to-last night, endangering us. No one responded until the bear broke through a window, highlighting negligent management.In summary, our stay at this VRBO rental in ******* was an absolute disaster, and I strongly advise anyone considering this property to steer clear. The numerous issues, lack of response from the management, and overall disregard for guest comfort and safety make this rental a regrettable choice. This experience has left us deeply dissatisfied and disappointed.Grand Welcome Response
11/13/2023
Hello, *********
Thank you for taking the time to share your feedback regarding your August stay at our property in *******. We sincerely apologize for the numerous challenges you encountered during your visit. Your experience does not align with the high standards we strive to maintain.
We deeply regret the issues you faced with security, cleanliness, and the overall quality of the property. Please know that we take these matters seriously and are actively addressing them to prevent similar occurrences in the future. Your concerns regarding the pest intrusion, cleanliness lapses, and maintenance issues have been shared with our team for immediate action.
We understand your frustration with the customer service you received, and we apologize for the inconvenience caused. We are conducting a thorough review of our communication processes to ensure more timely and effective responses to guest concerns. It is disheartening to hear that your attempts to contact us were not met with the prompt resolution you deserved.
Regarding the incident with the bear, we acknowledge the severity of the situation and are committed to implementing additional safeguards to prevent such incidents in the future.
Your feedback is invaluable, and helps us to improve. We want to assure you that we are taking proactive steps to rectify the issues you highlighted. We understand the importance of guest comfort and safety and are committed to making the necessary improvements.
Once again, we apologize for the negative impact this experience had on your stay, and we hope to have the opportunity to regain your trust in the future.
Review from Tamara W
5 stars10/15/2023
We rented the City View condo in ******* for three nights. When we pulled up to our unit a couple was outside having a very loud disagreement. It was concerning and impossible to ignore. We hesitantly proceeded to unpack our vehicle and by the time we finished they had taken their argument inside. Fortunately we didnt hear anything out of them the rest of our visit. The condo was very nicely decorated. It was light and airy. I would have liked to have taken home a couple accent pieces to enjoy in our own home. The bed was comfortable. We had ample towels and washcloths, as well as kitchen supplies and utensils. Outside of the initial noise when we arrived, the area was very quiet and peaceful. We had access to numerous streaming services we could watch when we werent out exploring and shopping in *******. We had a great time celebrating our thirteenth wedding anniversary. Thank you for the lovely stay.Review from Tim D
1 star09/30/2023
I rented a home on Lake LBJ for April 6-9 **** for the eclipse. I sent a specific email regarding potential price gouging I had seen in the past for other eclipses. I was assured that would not be the case. I have paid nearly $1000 as a deposit. And now - they have cancelled my reservation and reposted the house for rent for more than 4 times the rate I paid. This is price gouging FULL STOP!Grand Welcome Response
10/06/2023
Hello, ***. We sincerely apologize for any inconvenience caused by the unavailability of our property for your upcoming stay. Our local team has informed us of this unfortunate situation, and we understand how frustrating it can be. There are several factors that could affect reservations and many are beyond our control. Our records do indicate that we have processed a full refund for your reservation. Your satisfaction is important to us, and we genuinely hope that you find suitable accommodations for your ********************************************** need assistance with finding alternative accommodations, please don't hesitate to reach out to our customer support team. We're here to help make your travel experience as smooth as possible.Thank you for considering us, and we hope to have the opportunity to serve you in the future under more favorable circumstances.Warm regards,Grand Welcome teamReview from Ashlee D
1 star09/25/2023
PLEASE THINK TWICE BEFORE SUPPORTING A COMPANY WHO WOULD RATHER KEEP A HARD WORKING FAMILYS MONEY THAN DO THE RIGHT THING. After booking a cabin in May 2023 we found out 10 days before our stay that the property was falsely advertised as a four bedroom home (its was a three bedroom). We only found out because we called letting them know they had the incorrect number of guests staying on the reservation. They even admitted their wrong doing in an email to us. Then we were told the occupancy couldnt accommodate our entire family and would not be able to stay there because of occupancy restrictions. We had to find another place (at our expense). Grand Welcome refused to give us a refund and VRBO wasnt a help either since the property manager is the one who processed our payment and wouldnt return their calls. After sending them multiple forms of documentation showing their wrong doing they still refused to give us our money back. This has been a heartbreaking experience for us.Grand Welcome Response
09/28/2023
Good day Ms. ************** you for taking the time to review Grand Welcome, it is very important to us to provide exceptional customer service. In order to proceed I will need more information on your reservation. Please when you have a free moment contact us at ************** so we may discuss this matter further.
Review from Lena K
5 stars08/23/2023
We stayed in their condo at ****************** and we had a wonderful stay. The condo was well located, super clean, well stocked and has a great view on the slopes. We would definitely stay again and highly recommend it!Review from Beth C
5 stars08/22/2023
We enjoyed our stay at the Double Eagle condo resort on ************* and will be back! The housekeeping was great. We had plenty of towels, soaps, kitchen items, etc. the view from our place was awesome and we could hear a creek running. Very tranquil setting!
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