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:10/07/2024

  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.

  We booked an accommodations reservation through ************************************** and Villas on 9/17/2024 for a stay on 10/10-10/14/2024. The reservation could not be cancelled after 9/19 and our card was charged on 9/20. On 9/26 we received an email from Horizon Vacation Homes that we would need to provide them a picture of the front and back of our credit card and drivers license via email in order to check-in. We let them know that payment had already been made to ******** and that we will not send this information to them via email because it is not an acceptable form of transmission for protected financial data. It is against PCI compliance standards to send or store full credit card information in email communications. We offered to upload the card information to a secure portal or call to give them the information over the phone but they said that would not be possible. We then asked for reservation be cancelled because we were unable to give them what they required for us to check into the property. They have continued to refuse to cancel the reservation.

  Business Response

  Date: 11/08/2024

  Thank you for the opportunity to respond to this complaint.

  As part of our booking process, the requirement to provide a valid photo ID and credit card verification is outlined in our listing, Rental Agreement, and Registration Forms. This policy, agreed upon at the time of reservation, is mandatory to ensure the safety and security of both our properties and our guests.

  Ms. ******** was informed of this requirement, which must be fulfilled before we can release access instructions. We understand the importance of data security and offer secure options for submitting these documents to accommodate guest concerns.
  Unfortunately, Ms. ******** declined to provide the requested documentation, which prevented us from completing the check-in process. Per our stated policy, cancellations and refunds are not issued after the cancellation period has passed, especially in cases where check-in protocols are not met.

  We hope this response clarifies our position. Please let us know if any additional documentation is required.

  Sincerely,

  Horizon Vacation Homes

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello, My name is *************************** and I booked an airbnb on June 4th for June 15-June 20th for my family . When we got to our destination June 16th at around 9am we noticed ants and termites crawling all over the drawers, beds and walk way. We sent pictures and videos and there response was that this was normal and an exterminator will come. When they came nothing was exterminated and the ants increase in all of the rooms. My kids were terrified. We drive 16hrs and my kid were tired but couldnt sleep in a bed full I ants. If we left they offered a refund for the cleaning fee which was only $157. I requested a refund and when I spoke to one of the agents over the phone that was an option. They promised a refund and it still hasnt arrived. They kept offering for an exterminator to come out, but that was not going to solve the problem. My family and I wanted to leave immediately because we all were uncomfortable with bugs all over our things. Can please help? I have videos if you need proof all I want is a refund from this company. A full refund.

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I booked the Horizon Vacation Homes property at *********************************************************************** via Airbnb from Nov 1st - Jan 31st. We didnt get to the Airbnb until Nov 20th because we were still in *******. When we finally arrived at the Airbnb, the place was riddled with cockroaches. They were in the kitchen, the guest bedroom and even the master bedroom. I reached out to the host of the property and told him about the cockroaches. His response was that he would send pest control over the next day, which he did; however, I have young children. I didnt want them or us exposed to harmful chemicals - which I told the host. Regardless of pest control, there were just too many roaches. I knew that we had to leave. They were in the kitchen cabinets and eating utensil drawers. So I reached out to Airbnb Support, and told them about the issue. They sent me a link to other Airbnb properties in the area and I found another property and booked it. They also opened up a claim for me asked that I provide them with pictures of the cockroaches - we provided numerous pictures of the roaches that we killed.Fast forward to today, Airbnb Support told me that they have been speaking with the host about a refund and they said that the host is only willing to give me a 10% refund. The host has charged us $5,921.51 so far and he is going to charge us another $2,417.53 on December 22nd for the rest of the stay through January even though we had to leave the property due to the infestation. Airbnb said that the refund is totally up to the hosts discretion and that there is nothing that they could do. Airbnb also told me I could reach out to the host, using their communication channels, and ask him for a refund myself.Expecting a guest to stay somewhere riddled with cockroaches is unacceptable and expecting my family to stay in a place while it is being sprayed with chemicals is ludicrous.

• Initial Complaint

  Date:11/30/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Horizon purchased Circular Homes, which were managing my rental homes for the past year. Since Horizon took over they have neglected to send invoices detailing the monies they collected on my behalf, and have not sent all the monies due to me. The owner has refused to meet with me or to accept my calls. Bookings has declined substantially and without my knowledge they increased my cleaning fee and are taking the increased amount as additional payment which was not part of my original contract with Circular. I have reached out to Horizon, **** and ***** on numerous occasions asking for details about the monies that they are collecting on my behalf. They keep stating that they are behind on their transmission but they sent me a statement. that was incomete and incorrect. I asked to be let out of my contract and gave the requisite notice but Horizon is still obligated to perform under the contract. They are in effect withholding funds that are due to me since they were paid to them by the vacation rental platforms and Horizon is required to take their 10% and send my payments to me and they are refusing to do that with any good faith. In fact their refusal to send statements and disburse funds is in violation of the fiduciary duty as a management company. I am requesting that they send complete statements and an accounting of all funds received on my behalf. And that they pay all monies due to me. I am also requesting that they act in good faith for the remainder of the contract period.

• Initial Complaint

  Date:06/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My family and I made a reservation on May 19, 2022 through Airbnb for a property managed by Horizon Vacation Homes, for a trip on dates June 8, 2022- June 15, 2022. The property is in Clermont, FL 34714. Prior to making the reservation and submitting payment, we read through the rules to ensure we felt comfortable with the terms we were agreeing to. After making the reservation, there was a 48 hour window to cancel and receive a 100% refund. After the 48 hour period passed, representative from Horizon Vacation Homes, Yann, sent via email a "registration" form, outside of the Airbnb platform, to our personal email. The form that he deems a "registration" form is not at all a registration form, rather a form containing rules and regulations that were not disclosed in the original Airbnb listing. Upon carefully reading this 4 page document, we informed Airbnb and Yann of specific concerns regarding language and terms in this document & stated we do not feel comfortable signing this document. My family requested a full refund due to false advertisement regarding the rules and regulations that are expected of the guests in this particular property. Airbnb has not provided any sort of resolution & Yann has informed us that he will not issue a full refund, nor will he provide access to the property if we do not sign the rules that were disclosed AFTER the booking. In these rules, among the concerning language is a statement such as "you put yourself at risk of being reported to the police" , which is extremely threatening and concerning to my minority family. My family will not subject ourselves to a possibly threatening situation, and we should not have to sustain loss of funds due to HVH withholding what they fee is essential agreements to allow us access to the property. HVH has explicitly stated that if we do not sign the document sent (after the 48 hour period) we will not gain access to the property we paid for under the false pretenses & refuses to issue refund