Complaints

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.

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  RE: Rental Agreement Confirmation ID # ******** We were unable to get to ******, *******, due to Hurricane ****** coming through our town in ********, *******. Also, we were unable to rebook cancelled flights as the two Airports near us were closed until Friday and had no flights available.We also know that we have contacted you prior to our flights being cancelled to see what we can do and after we were unable to get flights to that area and both times you pointed to your cancellation policy.We also tried through **** to see if we could cancel the stay with some sort of refund as $2942 is a lot of money to lose. We saved and were blessed to be able to secure this trip with our family of 10 until the natural disaster known as Hurricane ******. So not only having to live through the hurricane center coming within 10 miles of our home, we also had the anxiety of losing so much money.I know that policies are necessary as many people take advantage of situations and that can leave some businesses in a bad way. We had all intentions to enjoy this family trip, see our nephew married and spend some time in the Ft. ******* region. I suspect we are writing to appeal to your businesses sense of ethics. You have agreed to send us back the cleaning fee, but what about the damage deposit and the taxes that I suspect will not be paid as we have cancelled the visit due to these unforeseen circumstances.We know that we could have secured travels insurance, but did not see the need as we were determined to make sure this trip took place, until nature took over. Currently my wife is undergoing breast cancer treatment and we worked out with her doctor the treatment plan that would allow us to make this trip. So, in conclusion, we are appealing to your heart, even businesses have a heart, and seeking some sort of refund. We also understand that you, as a company have some overhead to cover and would never expect a full refund.

  Business Response

  Date: 10/16/2024

  Dear Guest,
  We sincerely empathize with the challenges you faced during Hurricane ****** and the difficult circumstances surrounding your planned trip to *******. We understand how disappointing it must have been to miss both the family event and the opportunity to explore the ******************* region. Your situation is truly unfortunate, and we want to acknowledge the hardship youve gone through.
  Our company operates under a clearly defined cancellation policy, which is disclosed at the time of booking through ****. This policy is in place to ensure fairness and consistency for all guests, as cancellations often impact our ability to rebook the property. We understand that you also declined travel insurance, which was offered to provide protection against unforeseen events like hurricanes.
  We have processed a refund for the cleaning fee, and the damage deposit will also be returned as no stay occurred. Unfortunately, due to the binding nature of our cancellation policy and the fact that the booking was held for your group, we are unable to refund the rental amount or taxes. As taxes are collected based on confirmed bookings, these are generally non-refundable unless we are able to rebook the dates, which did not occur in this case.
  We truly regret that we cannot accommodate your request for further refunds, and we encourage you to consider travel insurance for future trips to safeguard against such unexpected events. We hope that your wifes treatment goes smoothly, and we wish your family the best moving forward.
  Sincerely,
  Mountain Time Vacation Rentals

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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