Complaints

This profile includes complaints for Orlando Holiday Rental Homes LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orlando Holiday Rental Homes LLC

  1010 Golf Course Pkwy Davenport, FL 33837-5536

• 

  Orlando Holiday Rental Homes LLC

  109 Ambersweet Way # 408 Davenport, FL 33897-8418

• 

  Orlando Holiday Rental Homes LLC

  1060 Woodcock Rd C/O Lomness CPA Services Orlando, FL 32803-3502

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:08/07/2023

  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.

  I emailed the company their issues to resolve in their vacation home so my family could enjoy the money we spent for this rental: The bug issue is the top priority and at the top of the list. Broken shades & left in the front closet with paints that were used left in children’s reach. Had to give ages and names who were staying in the home per the company rules. Roaches in the home! The appliance washer was broke before we check in and we weren’t made aware, until the maintenance came in without announcing and no notice from management. Clothes left in the dryer! Urine left around the ring of the bathroom in the master suite! Toilet not clean! Was told by management someone was coming to clean, spray and was told by the appliance guy he would be back to fix the washer. Only person who came out was the exterminator. I have a video when we checked in & checked out (and pictures) with time and date stamped. Honesty we’ve tried to be understanding. We’re to uneasy that we will take something back in our luggage, cost factor! Actually my husband is scared of these thoughts, mine is my kids when the roach had crawled up her child’s leg! This is not my business this is my vacation. That’s another (lack there of) even asked, management, if the host had other properties. Management, stated no. We requested partial refund and the company stated since we cancel and left early no partial refund will be given per their policy. Per their policy doesn’t state this, below is their policy. We didn’t cancel we stayed (2) two days and left due to inhabited living arrangements. 3. If you have booked via a third party then the cancellation policy is Super Strict and no cancellation is allowed once your booking is confirmed. If the guest cancels then any monies paid will not be refunded. Our Cancellation Policy is super strict and no cancellation is allowed once vour booking is confirmed. If the guest cancels, then an monies paid will not be refunded.

  Business Response

  Date: 08/08/2023

  I am sorry you felt the need to leave the accommodation but the reasons you stated are not correct.   There was no need to leave the home for the issues raised and anybody reading this please take a look at the pictures to see if you agree.  We offered to send somebody to the home to clean the lime scale from under the rim of the toilet but you did not want this.  The other issues you would not allow us to look at and they were very very minor issues.  We sent a licensed Pest Control Company to look at the home as you reported bugs and they reported the following -

  To Whom it may concern,
  Pioneer Pest were called out on 7/19/23 to the address of **** ******** in the ********
  subdivision for a report of Roaches in the kitchen from a previous guest. Upon arrival, we
  inspected the unit for any sign of Roaches or other pests. We pulled out the appliances,
  checked all cabinets & drawers and inspected behind furniture. During our inspection we
  found no sign of Roaches in this unit. We treated the unit while there for pest prevention.

   

  We then sent them a picture of the bug you have uploaded a picture of  and this is their professional response:

  
  To Whom it may concern,
  Regarding the picture sent to us from **** ********, this pest is a Palmetto Bug (outdoor
  Roach). They live outside in the palm trees and mulch. They have wings and can fly into a
  home when a door or window is open.

  You were aware of our cancellation policy prior to booking, you also had to read the terms and conditions and agree to them before proceeding with the booking so I don't know what your complaint is regarding them now.  This home scores 4.26 on ****** and 4/5 stars on vrbo  - I have never had a guest leave this home.  In my opinion you were there for a family reunion and the home was either not close enough to your family or you no longer needed it - hence this from you to get a refund.  This is not fair.  I have the letters from the Pest Control Company and will provide them to BBB if they need the evidence.
  

   

• Initial Complaint

  Date:05/24/2022

  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.

  We stayed at******************************************************** from 18-30 April 2022. There were 6 of us in the party, myself (aged 60), my husband (72), daughters aged 19 and 20 and their boyfriends aged 20 and 21. On arrival there were a number of problems with the property that we reported as requested. In addition there was a problem with the pool pump being on 24/7 which we reported 3 times but they failed to resolved during our entire stay. This is not a feature of this complaint. We also reported the following issues on leaving the property: Yellow bedroom bed sags badly in middle Table/Lounger o/side, as reported sofas need steam clean Blunt knives & scissors Fan on patio doesn't work Fridge set at 9 which froze eggs, reduced to 5 Pool motor - see separate note Inside fans x 5 not working, fixed on day 3 Bath mats left out by pool No tea towels Chair in master bedroom Reported on arrival: Couple of drawers m.b. Fridge drawer + 1 missing I am reporting these to show a general lack of maintenace in the property. The outside furniture was all in a state of disrepair and we have photos to show this. On our third day at the property when my husband leaned (gently) on the table when getting up the glass fell through and hung about and inch below the frame. When he looked to see if it was possible to fix he saw that 4 of the 6 clips on one side were missing and a further one had come off. The glass tabletop was dangerous. At the same time when turning the table back on its legs one of them fell off!! We had no outside table to use and we asked permission to buy a $100 table from ********** for use whilst we were there and were given approval. Orlando HRH LLC are refusing to refund the cost of the table (which we left) despite us paying $79 accidental damage waiver when we booked the apartment. They claim this wasn't an accident and somehow my husband deliberately broke the table. All of the outside furniture was in state of disrepair.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/05/27) */ This guest did not raise any issues with the table at all until they broke it- they then raised a heap load of "issues". The table was in good standing until this and its very hard to break an outside patio table. The guest advised her husband had broken the table and said was she ok to buy another. As this was not accidental damage - as the table was obviously being used in a purpose it was not intended for the damage was not covered under the accidental damage waiver - we agreed the guest was ok to replace it. This would result in us not charging the guest for the table. The guest bought a cheaper table then the one in the home but we accepted it as a gesture of good will. The guest then wrote to us asking for reimbursement - this was never agreed as it was deliberate damage but as a gesture of goodwill we offered the guest half the cost of the table being $50 (the table was $99). The guest refused it and said to "have it on her". The proceeded to make this complaint. This is our final message on the case as we have had many not so nice emails from the guest accusing us of not maintaing the home and advising she will report us unless we pay. This is not acceptable and as such we are now considering it closed. The offer is still there for the guest to receive $50 (half the cost of the table) but she does not want to accept it. Consumer Response /* (3000, 7, 2022/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was impossible to see prior damage to the table before the 5th (of 6) clips broke as the previous four broken clips support the glass were underneath. My husband did not 'break' the table, he leaned gently on it on getting up, the 5th clip broke which meant the glass was not supported and hung an inch below the frame and was unuseable. I do not believe that the property management company checked the underneath of the table on each inventory so they would have no idea, as we didn't, that the damage was there. To support this the loungers were also damaged with the support clips being missing on many which meant you could not vary the back. It was obvious all the garden furniture was old. We did report a broke drawer in the bedroom and a shelf in the fridge on arrival. The fans in the house were also not working and we had to get someone in- it took two visits to get those fixed. The pool motor was on 24/7 and they failed to sort this in the whole of our stay, we gave up asking. The other items we drew their attention to were a courtesy - as property manageers ourselves we would have wanted to know. They clearly didn't! We had permission from the owner to replace the table. We had not realised until after the property management company accused my 72 year old husband on deliberately breaking the table that we had paid $79 damage waiver and therefore should have been covered for this anyway. Business Response /* (4000, 9, 2022/06/03) */ The table was inspected prior to check in and was in good working order. The damage to the table was malicous damage (it takes a lot of force to break an outside sturdy patio table) and not accidental and therefore NOT covered under the damage waiver. As a gesture of good will we offered the guest $50 being 50% of the table. The guest told us not to bother and to have the table on her. We will not respond further on this case now as we are going round in circles with the guest constantly changing the narrative to suit her argument. Consumer Response /* (4200, 11, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolutely speechless at their response. We do not believe they inspected the table as the wear and tear was not obvious when looking at the table. It was only when a clip broke as my husband leaned (gently) on the glass to get up that you would realise that there were already 4 clips missing underneath the table meaning that 5 of 6 clips breaking the glass were missing. The patio furniture was obviously old - all of the sun loungers had plastic clips missing meaning you could only have the backs in the upright or lying down position. It was not just the table that was old and worn out. We have pictures of all of it. The fact that one of the legs also fell off the table when my husband put it on its side to see if it could be prepared was just a further confirmation that the table was worn out. To accuse my husband of malicious damage is positively slanderous. In addition, the general upkeep of the villa was poor and there were many things that were in need of repair for which we can supply a list. It is clear to us that there was no inventory done of the property other than general cleaning and response (not always quick) to direct reports of wear and tear. There was a fridge drawer broken when we arrived as well as a bedroom drawer. The ceiling fans in 3 rooms were not working and the lounge sofa was stained and clearly has not been steam cleaned in months. The exterior fan was not working and the pool pump was stuck on 24/7 - something that was not addressed for the whole duration of our stay despite being reported three times. When we left the villa we posted a reasonable reivew as the location and facilities were great. However, the property managed is very substandard - something we are well aware of as we manage properties ourselves in both Spain and the UK. We only wished to obtain a refund for the $100 we spent replacing the table (with permission from the owner) and the property management company have been entirely unreasonable in this regard. Business Response /* (4000, 13, 2022/06/13) */ Speechless that the guest keeps changing the narrative to suit their needs