ComplaintsforMountain Time Vacation Rentals LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ANTS....Dirty vents, goldfish on the floor, dirty toilet rim, non functioning roof top fireplace, no vacuum, no kleenex, no cleaning products, no stove light, loose banister. Requesting partial refund. Yes, I would rent again if these were all addressed, good location

  Business response

  05/14/2024

  Dear Better Business Bureau,
  We take guest feedback very seriously and aim to provide the best possible experience for everyone who stays at our properties. Regarding the recent complaint:
  The guest reserved and checked into our luxury home on March 27th. After completing a thorough inspection of the home, the guest sent us the following email, expressing their satisfaction:
  "Wed, Mar 27, 2024, 11:19?PM Amy Poppen [email protected] wrote: Hi there, things are exquisite. Thank you kindly, Donna and Amy Poppen."
  We did not receive any further communication from the guest until after their check-out on April 2nd. At that time, they informed us of a medical emergency requiring them to leave early and requested a partial refund. The email stated:
  "Stacey, I'm not looking for a full refund, just some. Again, your place was definitely not cleared in our eyes, and these things came up as we were there, and unfortunately dealing with an emergency. Was I to stop caring for my mother?"
  Per our rental agreement, which the guest signed prior to their stay, we are unable to offer refunds for early departures due to personal emergencies. Our homes are thoroughly inspected before each check-in and after each check-out to ensure they meet our high standards.
  We regret that the guest felt the need to leave a negative review and make claims about the condition of the home, which were not raised during their stay or in their initial communication.
  We strive to maintain transparency and fairness in our policies to ensure all guests have a pleasant and worry-free experience.
  Thank you for your understanding.
  Sincerely,

  Mountain Time Vacation Rentals

  Customer response

  05/14/2024

  Complaint: 21521552
  
  I am rejecting this response because:

  I showed clear pictures of their unit, yes after check out, but clearly I was not satisfied.  I booked with VRBO and they said you can save $300 if booked with them. I'm kindly asking for $300 to be refunded for the place and in my exception with my mother's urgent illness. I'm sad that they did not satisfy me with their hospitality and will not take responsibility and give a small amount refunded so that I can use them in the future. 

  
  Regards,
  
  Amy Talley

  Business response

  05/15/2024

  Dear Ms. Talley,
  Thank you for taking the time to provide feedback regarding your recent stay with us. We genuinely value our guests' experiences and aim to address any concerns with the utmost attention and care.
  Regarding the photos you provided, we acknowledge that they were taken after you stayed in the home. Our housekeeping team thoroughly inspects and cleans each property before every guest's arrival to ensure it meets our high standards. Unfortunately, we cannot verify the condition of the property based on post-checkout photos alone.
  Regarding the discount, the $300 savings you mentioned is an exclusive offer for guests who book directly through our website. Since your reservation was made through VRBO, that particular discount was not applicable.
  We understand and empathize with the challenges you faced due to your mother's urgent illness. While we strive to accommodate our guests' needs, our pricing and policies are clearly outlined at the time of booking to ensure transparency and fairness to all our guests.
  We regret that we did not meet your expectations during your stay and would like to offer a 10% discount on a future booking made directly through our website as a gesture of goodwill. We hope this can somewhat address your concerns and provide an opportunity for us to better serve you in the future.
  Thank you again for your feedback. We hope to have the opportunity to host you again and provide a more satisfying experience.
  Best regards,
  
  General Manager
  Mountain Time Vacation Rentals

  Customer response

  05/15/2024

  Complaint: 21521552
  
  I am rejecting this response because:

  Any other short- term rental would have at least reimbursed the $300 for good measure. Appreciate the discount, I will pass, as you don't seem like a family oriented business.  I will be passing the word on, and, will not refer, about your neglect to care and poor business habits such as "skilled inspections" and lack of empathy. Clearly the unit was not cleaned well and or inspected to detail.

  
  
  Regards,
  
  Amy Talley

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