ComplaintsforHome Team Vacation Rentals LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a house in ******* through Marriott Homes and Villas and this management company was in charge of the property. They emailed me an invalid access code and we could not access the house. When I called the emergency contact number they provided me, no one answered the phone. We tried for over two hours to reach someone all while my 80 year old mother with bladder issues and autistic child were about to have an accident. We finally reached someone in ******* who tried to contact their local maintenance team in ******* but she never could get in touch with anyone either. I was told they would call me back and they never did. I was forced to get last minute hotel rooms for my family of 8. When I requested a refund from the management company, they said I had to go through ********, which I did. ******** stated that they had already paid the management company and that the management team refuses to issue a refund, stating that this ordeal was my fault. This team seems to be a bunch of incompetent idiots based on their social media posts--they are always making alcoholic beverages and partying instead of answering the phone and taking care of their customers. I told ******** that they should no longer partner with them as it reflects poorly on their brand. It seems many others have complained about this management team as well. They are simply crooks and scam artists. I hope BBB takes this into account on their ratings.

  Business response

  04/29/2024

  ****** called our phone line saying he couldnt get in. We responded immediately and realized the cleaner had locked the bottom lock. We sent out a locksmith but ****** did not want to wait. We told him we cannot give him a refund due to him not allowing us to send someone out in a reasonable time frame. We ultimately had to file a police report as he started to threaten us and show up to our events and cause problems. A police report was filed via Tampa PD. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I rented a cabin for two nights in *********, ** from Marriott Homes and Villas who contracted the cabin through Home Team Vacation Rentals. Upon arrival, we noticed that a door k*** was missing and that the lock on the door to the right did not function. We knew we were taking the correct approach to lock the door, because another door in the cabin had the same design and we were able to lock it. The door that we couldn't lock seem to have a stripped lock in addition to a missing handle on the left side. We notified Home Team Vacation Rentals right away and were told that someone would come fix the lock the next morning. No one ever came to complete the repair. We followed up with Home Team Vacation Rentals the next day, but did not hear back from them about someone coming to complete the repair. We felt very unsafe not being able to lock the home, especially at night. It made it extremely difficult to relax and we actually thought that someone was breaking in at one point and did not feel safe knowing we were not in a locked rental. We have requested a 40% refund from Home Team Vacation Rentals, but they have not been accommodating. We shared a video of the missing door k*** and non-functioning lock. They told us the lock worked fine and sent us a video of their house cleaner locking the door, but it does not show anyone attempting to open the door from the other side which would depict that the lock didn't function. In addition to the lock not working, the dryer did not start/function. We also notified Home Team Vacation Rentals of this issue after we had washed clothes and attempted to dry them with no luck. We had to hang our clothes throughout the cabin to dry. Again, Home Team Vacation Rentals did nothing to resolve the dryer issue either. The home had not been cleaned well, but the primary issue was safety and neglect in regard to our safety from Home Team Vacation Rentals.

  Business response

  11/30/2023

  Hello! This guest is a disgruntled guest. First of off this is an extremely safe community and nobody was trying to get into this property. The cleaners sent us a video of the lock working perfectly fine, the guests just were not using it properly. It is a *********** which means you need to lift the handle up and turn the lock while the handle is pulled up. The home was just deep cleaned and was spotless. This is purely a money grab. The dryer is broken and we have ordered a new one. We offered the guest 20% of the accommodation fare per our SOP so 40% is not a reasonable amount for a dryer and user error of a lock. 

  Customer response

  12/02/2023

   
  Complaint: 20938055
  
  I am rejecting this response because we were never offered a discount of 20% as stated above. The rental company refused to give us any form of discount. We also were using the lock correctly. We explained that the same type of door locked upstairs - we understood how to work the lock - but when the handle was lifted and the lock was turned on the downstairs door, it did not lock. The cleaner did not have someone outside testing the lock on the door to know it didnt lock. 
  

  We would like to settle on a 30% discount. If in agreement, the business needs to send this to us asap with a follow up written confirmation once it is sent. This is not an effort to take money from anyone. We just do not want to pay for services that were not received. We also were neglected during our stay per the correspondence.
  
  Sincerely,
  
  *****************************

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