ComplaintsforGrand Welcome

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Rented through VRBO but Grand Welcome was the host. The unit I rented had a door that required a key that was not provided and we were locked out at about 9 pm. The calls to Grand Welcome were not very helpful as there call center was in a different time zone and representatives could not provide locksmith service, by VRBO rules they need to give guest a local number non was provided. Finally after 2-3 hrs trying to get some help, they put us in someone else's unit and we had no accessibility to our belongings. Next day upon leaving the unit we did not rent, someone else entered right after us and Grand Welcome had no idea who they were( severe security flaw to let someone stay in a unit that they didn't contract with). The handyman, the next morning, changed the lock to a non key one. I have repeatedly spoken with representative ********* and I keep being told that the matter was escalated. I have not heard back since my last request a few days ago. Many complaints on many platforms regarding this company.

  Business response

  09/28/2023

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

  Thank you for taking the time to review Grand Welcome. We take our guest statements very seriously.  We would like to speak with you further on this matter.  When you have a free moment please contact us a ************** so we may discuss further.

   

  Customer response

  10/06/2023

   
  Complaint: 20551108
  
  I am rejecting this response because I have tried several times calling the number provided and no one knows what to do. Each time I'm told that no supervisor is available and agents do not know how to proceed. Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Grand Welcome falsely advertised luxury vacation home rentals from their website. We rented a property from them and experienced the worst customer service from their property management. We reported 18 issues upon arriving several of which made the portions of the home unusable: Garage full of 12+ rotting garbage bags. No electricity in 2 of the bathrooms and laundry room. Couch covered in dog hair. Lacked adequate blankets in drafty freezing kids bunk bed room.We would have left on the first day we arrived and found a different property had we known our issues would be COMPLETELY IGNORED, but we stayed in good faith thinking at least the serious issues would be addressed. We reported all of these issues to the property manager both by text (as requested) as well as by phone (spoke to an agent who logged all of our issues). We received automated texts thanking ** for reporting the issues but NOTHING was done to remedy any of them. We never received a follow up call from their property manager in spite of calling them 17 different times both during and after the stay. Instead, we got an email 8 days after our stay offering ** $261 dollars in response for our refund request. We requested a refund of 50% of the $6,200 rental. We submitted an unsavory review however, you cannot find it anywhere on their website. How many other customers have been wronged by this property management company and then had their reviews suppressed?The house is clearly not well maintained nor well managed and is not suitable to be considered a luxury, 5-star property and Grand Welcome should not be allowed to do business if this is how they treat their customers.

  Business response

  04/26/2023

  Good ********************************** you for taking the time to share such a detailed review about your experience.  We are disheartened to hear that many elements of your stay were disappointing to say the least.  We apologize for the delay response and

  wanted to let you know that our customer care team will be reaching out to discuss further. We appreciate your patience and look forward to speaking with you.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Very unprofessional to charge an extra un-agreed upon $100 cleaning fee after the fact when we had already paid a $299 cleaning fee for a small place. They won't answer my emails as to why I was charged. The receipt just says "didn't follow instructions." We followed all of the instructions for check out on the printed paper that was left on the counter. Nobody likes to be charged more after the fact unwarranted with no explanation or response. We did not leave the place dirty. $299 is already plenty to charge to clean a small place. I attached my receipt and what they sent. No response to two emails asking for an explanation.

  Business response

  04/17/2023

  Hello *****, thank you for your feedback. Looking into your reservation, we do see an email with invoice for $100 and a charge processed on 3/14/2023 at 4:57 PM. The $100 charge was reversed / refunded in full on 3/14/2023 at 8:42 PM, four (4) hours after the initial charge. This appears to have been done in error and was resolved as quickly as possible. We apologize for a lack of follow-up communication and we are following up with our team regarding this concern. Please don't hesitate to reach out to us if there are any further concerns or questions on this matter. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged over $150 for some stained bed sheets. I had proactively paid for a $250 cleaning fee and a $59 damage waiver. I was then charged for the bed sheets and given no advanced notice and no chance of recourse, despite paying over $300 in fees.

  Business response

  03/21/2023

  Good day, thank you for taking the time to submit a review. Would you please be able to provide me with more information on your reservation in order to assist you further. Look forward to hearing from you.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at one of the grand welcome properties in ******* on October *****th. I spoke with a phone rep who requested I send an email detailing the following conditions:Dirty floors, sticky and debris throughout Water flooding from downstairs bathroom (closest to front door) into the adjacent bedroom closet with BLACK mold present on walls and carpet , being covered up by a dresser. Caused breathing problems to the family staying in that room that week. Evidence of other leaks in ceiling of master bedroom, directly above the bed.All Bathrooms dirty with hair and dust on floors and pink mold on the inside of the showers No broom, trash bags, only 2 rolls of toilet paper , no cleaning supplies or laundry soap.Carpets where dirty and stained and vacuum tank was full of dirt/dust like it had never been emptied No bedding provided for the crib.Hot tub drained into pool the last day we wanted to use it and the breaker popped, flooding outside grass area near breaker , unable to use pool that day. I also sent photographs and video of the location but was only offered a $100 credit if I did not leave a bad review. They did not care about the black mold present and stated I should have reached out sooner. I explained I texted the day of and also my schedule with military training

  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  housekeeping 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. I show that you have been refunded $515.25 due to the inconvenience's on January 13th 2023.  We hope that you allow us to host you again.  

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seeking a full refund of prepaid vacation property rental fees for a unit advertised by Grand Welcome as "charming" & "clean." Upon entry we experienced an overwhelming smell of must, mold & damp wood & took photos of shower stall with mildew & 3 holes where water has been intruding into underlying sheetrock and wall wood supports. Holes had been attempted to be covered up with duct tape. Within minutes my husband started experiencing a rash, ************* restrictions, sneezing & shortness of breath. We were unable to stay in this unit due to these conditions. GW customer care rep stated that there were no alternate places to stay in the area and upon our complaint has offered us only a $100 refund, and subsequent correspondence from us has gone unanswered.

  Business response

  03/21/2023

  Hi ************************* ,
  Thank you for taking the time to submit a review.  We received your refund request. We processed your refund on January 5, 2023 and you should have been  able to see this transaction in your account within 3 business days.

  Your remarks have been noted, and I personally will make every effort to remove all shortcomings as soon as possible. Thank you again for reaching out.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a 2 night stay at Kimberling Cove in Kimberling City Missouri. The total for both nights was $223.00. I gave them my credit card to pay 50% of the total to hold the room. This company charged my card $439.89 for the room, that's over double the room total that was advertised. I called the company and they would not do anything to help me get this resolved.

  Business response

  11/16/2022

  Business Response /* (1000, 8, 2022/10/28) */ Agent from booking.com provided our contact information to the guest for her to reach out directly to our customer care team. No call was received from the guest. The stay was less than 60 days out and no valid reason was provided for her request. Stay was non-refundable as per our terms & conditions. Thanks

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into ***************** on Aug 17 a property manager by Grand Welcome. We checked in a little after 3pm, we noticed immediately upon check that the lamp was broken, discusting mulitple stains on chair and couch and the air conditioning was not working. We reached out to the number given on the confirmation and at first the company person on the other end was very coopertatvtive stating they knew about the lamp and stains and gave suggestions on the air. We went swimming in the nasty unbelieveable hot pool very short swim and hungout and talked with local friends. A couple hours have gone by and the air is STILL not cooling things off and upstairs isn't usable due tot he heat. Once again reached out to the company and he it was working previously and will send out an HVAC guy. In the meantime we are noticing other things broken like a long scratch down the wall, broken plastic bowls and empty liqour bottles left. It had become clear the cleaning company didn't do their job. We continued to communicate thru text about things. HVAC guy came said that the AC unit was empty of freon, he filled up and left said he would have to come back the next day to top it off. HVAC guy also indicated owners have remote access to ac. This started a downward spiral of the night. The HVAC guy came back later that day and let himself into the property without our permission which is unacceptable and a huge saftey issue. The Grand Welcome became very unprofessional as the texts continued on, the AC still wansn't working on both floors and per the company only one floor can have AC which is ridiculous since it was advertised as a 3 bedroom and we couldn't utilize all bedrooms due to lack of AC. Also the bed upstairs was broken and the company began to blame us which is absurd since we hadn't been there more than 4 hours and it was clear the stuff had already been broken. We checked out that same night. I have pics, videos, texts and recpt of checking into a hotel that night.

  Customer response

  09/15/2022

  ***Document Attached***
  
  See Attachment/File: 68247746520__7F4D9DA1-4BB8-45DB-AD8F-52046AB3CF8C

  Business response

  09/19/2022

  Thank you for your feedback, ********. Based on our communication records between you and both our customer service and local operations teams, it appears your **** system, wifi, pool and furnishing concerns were managed swiftly.
  Our local team immediately scheduled an **** service operator to assess the system, in which they found no discrepancies with the functioning system and have a confirmed invoice of the matter - the **** pulls from a damper system to control airflow throughout the home.
  In regards to wifi - we provided the correct wifi network name and password both in the arrival instructions provided to you at check-in, as well as in our communications from customer service. Upon your departure, our local operations team inspected the wifi network with these details, which worked appropriately.
  The pool is not controlled with a cooling system, ************ for the chillier months. Unfortunately, it is the peak of ******* heat and the pool will be at temp from the natural environment.
  Lastly, we were not made aware of your concerns with the lamp or furnishing stains in your initial communications with our staff to aid in your experience. Our team was informed of a bed that was displaced from it's structure, which was immediately fixed the next morning.

  Customer response

  09/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The was unusable with the air working on one floor or the other. The home was advertised as a 3 bedroom but only 1 bedroom was usable. The **** oerson is a liar and walked into the rented home without permission. We had already checked out and your management staff was aware we checked out that same day. Your management began to accuse us which is comical. We didn't even mention the pool, that was not the reason we checked out the same day so your comment is irrelavent. Your management company was ABSOLUTELy aware the communication about the lamo and stained chair see the text messages and the response from your company attached. No the wifi was not working. We have many more texts and many more pic of the place that we can add if you still want to claim ignorance.
  See Attachment/File: IMG_0756

  Business response

  10/05/2022

  Business Response /* (1000, 9, 2022/09/19) */ Thank you for your feedback, ********. Based on our communication records between you and both our customer service and local operations teams, it appears your HVAC system, wifi, pool and furnishing concerns were managed swiftly. Our local team immediately scheduled an HVAC service operator to assess the system, in which they found no discrepancies with the functioning system and have a confirmed invoice of the matter - the HVAC pulls from a damper system to control airflow throughout the home. In regards to wifi - we provided the correct wifi network name and password both in the arrival instructions provided to you at check-in, as well as in our communications from customer service. Upon your departure, our local operations team inspected the wifi network with these details, which worked appropriately. The pool is not controlled with a cooling system, only heating for the chillier months. Unfortunately, it is the peak of ******* heat and the pool will be at temp from the natural environment. Lastly, we were not made aware of your concerns with the lamp or furnishing stains in your initial communications with our staff to aid in your experience. Our team was informed of a bed that was displaced from it's structure, which was immediately fixed the next morning. Consumer Response /* (3000, 11, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The was unusable with the air working on one floor or the other. The home was advertised as a 3 bedroom but only 1 bedroom was usable. The HVAC oerson is a liar and walked into the rented home without permission. We had already checked out and your management staff was aware we checked out that same day. Your management began to accuse us which is comical. We didn't even mention the pool, that was not the reason we checked out the same day so your comment is irrelavent. Your management company was ABSOLUTELy aware the communication about the lamo and stained chair see the text messages and the response from your company attached. No the wifi was not working. We have many more texts and many more pic of the place that we can add if you still want to claim ignorance.

  Business response

  03/21/2023

  Good day, thank you for taking the time to submit a review. Would you please be able to provide me with more information on your reservation in order to assist you further. Look forward to hearing from 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. ↩