ComplaintsforRentyl Resorts

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a cottage at the ********************* in *******, ******* July 1-4, 2023. The unit was in less than perfect condition. Our eyeball review of the unit revealed broken blinds in disarray which we expeditiously reported to the management company. We cleaned up garbage on the patio, but, we did not voice any complaints. We departed on July 4, 2023. On July 5, 2023, I received an unauthorized charge on my credit card for $794.50. I immediately contacted the property to no avail. No one returned my phone calls. I called other properties managed by Rentyl, until I reached a woman named *********************** who assured me that she would escalate my concerns to the Director of ***** Services. I heard nothing more that day. The next day I again emailed ****************. I heard nothing more 2 days later. I again emailed ****************. On July 7, 2023, Director of ***** Service, *******************, emailed me stating that they do extremely thorough inspections and they stand by the charges. I emailed him back immediately to inform him that they did not do a thorough inspection prior to our arrival because of the broken blinds in disarray, and the garbage on the patio. I was adamant that we did not turn on the ** and we did not cause the damage, and that it must have been the people who caused the ruckus in breaking the blinds and leaving behind their trash. I specifically requested the exact location of the supposed broken television, but, he never responded again. This charge is fraudulent. I have I have never experienced anything like this in my many, many hotel and vacation rental stays. My family did not CAUSE any damage. It is impossible for anyone to turn on every single appliance, and to actually ensure that they are in working order. The merchant has been unresponsive, and they refuse to even provide any evidence of the damage or that the supposed damage was to that specific unit beyond we say so. Also, they had the audacity to add sales taxes and lodging fees to this charge.

  

  Business response

  06/17/2024

  *******,
  
  While we appreciate you sharing your thoughts with us, we regret to inform you that the damages you are referring to are valid and will stand. As stated in our terms and conditions, the guest will be responsible for any damages, missing items and repairs of the home. A full inspection of the home will be conducted within 24 hours after check-out. The guest must report any theft or damage to the unit or its contents to staff upon discovery. Any damage found will incur a minimum charge of $250 up to the full cost of repair and will be applied to the credit card provided upon check-in. We deeply apologize if you disagree with our findings, but we have attached documentation supporting and detailing them for your convenience. Thank you for your understanding.
  
  Sincerely,
  ********************* *******

  Customer response

  06/17/2024

   
  Complaint: 21803993
  
  I am rejecting this response because I did not cause any damage to the unit. This is absolutely fraud. Just because an appliance stops working doesnt mean it was caused by the last person to stay in the unit. It was either caused by the previous guest (I have no idea how long before us they had a guest) or it was an old or defective tv. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/20/2024

  *******,

  We deeply apologize if you disagree with the response we've given you and the charges on your folio, however, it is the guest's responsibility to report damages prior to check-out. If unreported damages are found upon inspection after departure, the guest will be held responsible for them. Again, this policy is clearly stated in our terms and conditions for your convenience. As stated in the attached documents, the damages found are legitimate and the charges will stand. This case is closed and no compensation was or will be provided.

   

  Sincerely,

  *****************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked 5 bedroom villa for 7/1/24-7/6/24. I made a ****** depoit on. When i made the reservation I confirmed that the deposit was refundable via telephone representative and supervisor on 3/13/24.On 3/15/24 I called to cancel the booking. At this point I have not any confirmation emails of my deposit. The representative told m e that I will be loosing my money because of a special promotion. Im sure that this information is not true. When I made the booking I was informed that this deposit was 100 percent refundable by a representative and on the website. There was no disclosures of any special locked in agreement.

  

  Business response

  04/04/2024

  Hello ******,
  
  Per our call center, on 3/18, a refund was issued for the deposit in the amount of $190.40. Please feel free to contact us directly if you have any other questions.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a villa for Feb ***** 2024. I ended getting sick and called on the 23 and asked if I could check out early and be refunded. I was put on hold and the lady came back and said yes I could do that just throw the garbage out. I went in the following morning to check out. I was asked how was my stay otherwise being sick. I told them not great we were told the shuttle would take us to target, they would not. We were told the main facility was a 10min walk, it was much further. One of the pools were closed, should have been told that. One of their restaurants closes at 5, never told that. Told we would have a tour of our villa to give info etc, we did not. We had no idea about anything. Huge lack of communication. So after telling them the issues he said sorry. I did not have to sign anything. I never got an email about my refund, never got an email about checking out "thx for your stay" nothing. I called and called every day now it's day 6 and they told me they never said I would get a refund and had nothing to say about checking out or any email about our stay, nothing. I urge anyone wanting to stay do not.

  

  Business response

  03/04/2024

  *******,
  
  
  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a cottage oct 6 2023-oct 8 2023. I was charged a $300 refundable charge. I have called over 10 times and at first was told it take 10 days then was told 30 days and now ever time I call they transfer me to accounting where I sit on hold for about an hour. No one ever answers. I have even emailed and no one gets back to me. No one will help me with this and $300 needs to be returned to me.

  

  Business response

  12/22/2023

  ****,

  Although we greatly appreciate your sharing your thoughts with us, our management team has made numerous attempts to contact you and inform your party that your incidental funds have been released, yet we have not heard back from you. We kindly ask that you contact us directly at your earliest convenience so we can discuss your concerns further. We appreciate your input and wish you a happy holiday.
  
  Sincerely,
  *****************************

  Customer response

  12/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I stayed at the Margaritaville Cottages in Kissimmee from 8-7-23 until 8-11-23. When I booked, I received a promotion of you pay for 3 nights and get the 4th one free. The reservations department explained to me that when I check in, I would receive a refund for the 4th night. I drove down from Charlotte and when I went to check in, the front desk told me that they don't have anything to do with the rates. I called the reservations department again and they explained to me that they sent a screen shot with the rate again to the hotel. The hotel would not refund and said that the reservations department is suppose to handle it. All week, they sent me back and forth to each other and no one resolved the issue. I spoke to multiple supervisors and the issue was suppose to be escalated up. I still haven't heard anything and was never rewarded the 4th night free.

  Customer response

  08/24/2023

  On Wed, Aug 23, 2023 at 3:17 PM *********** ****** ************************ wrote:
  

  My name is *********** *******  The business reached out to me today and

   they resolved the complaint that I had.

  
  

  Thank You 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Checked into Cottages @ ************** Resorts by Rentyl on 3-5-23. We headed to the cottage. Before I got out of the truck I started to videotape the premise & cottage, I didn't want to be charged for damages or trash that we didn't do. There was trash & a cigarette bud in front patio area, was told there could be up to a $500 charge for any sign of smoking. A lot of stains on the furniture, marks on the walls, fan in the main room was squeaking loudly, & the a/c would not go under 78 degrees. I am unable to stay in that heat so my family drove back to the main lobby & spoke with the check in person. Told her the issues, they said there were no other accommodations so she went back to speak w/ a manager. After confirming on their end that the a/c was broken (all of this videotaped) she said the manager would allow us to check out & we would get a full refund but refused to give us any paper work. I called a few times (all recorded on my end as well as theirs) a manager got back to me, found out we were charged for a night & we were NOT even checked out, this was on the 3/6/23 @ 9:42pm. She said she was told by her coworker that she checked us out & we would get the refund for that charge, our full stay, & THE MANAGER specifically said the deposit charge from 10/9/22 for $187.96 would also be refunded. I asked her, to be clear, if I will get everything back for this mess she said yes, everything will be refunded, charges dropped off my card, & deposit. I called back a few more times waiting for the paperwork to be emailed to me stating all of this, finally got it on the 10th of March, 2023. Every time I called, I was told I would be getting the $187.96 back due to their end issues & it take 7-10 days. Emailed back asking about refund, I'm now being told they will not refund it. The deposit was for a cottage with A/C & A/C was broken. Now I disputing charge & doing this. I believe they held the invoice back from me. I lost on tolls,gas,time,energy,health,&MY VACAY!

  

  Business response

  03/20/2023

  The guest has been refunded the deposit of $187.96. This matter is considered closed on our end, but we are happy to answer any further questions or concerns the guest may have.

  Customer response

  03/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello To whom this may concern. We stayed for one night on the 18th and checked out at 730 in the morning. When we went to check out unfortunately we had a few complaints. The AC in the bedrooms were loud and made a buzzing noise . And there was an event going on that night and patrons were a bit loud outside. At 3 am a truck was backing up and making the beeping sound which made me awoke as well. Then a car alarm went off. The shower heads needed to be cleaned so it works efficiently as well We told the lady this as well during checkout but she said she can only take out a resort fee and said that's what we paid for and told us to let them know next time that you want another view like pool view etc. We mentioned to her as well that we did not know what view we were getting and that we didn't know how noisy it was in that vicinity or we would have mentioned to put us somewhere quieter where there was not an event going on or a noisy vibrating Ac. We wanted to reach out to manager to discuss if it was possible we could come back another time if there would allow a credit but she said no we can't do that and when we come back next time to book a different room. We had work obligations to attend to so we just could not stay to look for manager to discuss options and the customer service agent didn't bother to ask I'd we'd like to speak to a manager. We aren't trying to be difficult just told of our experience and felt that something more could have been done given the experience we'd had. Thanks for reaching back out. ********** *********** **** * ****** ** I submitted this letter on the website the day of and no one has contacted me since the day of check out

  

  Business response

  01/05/2023

  Contact Name and Title: ***** ******, FOM
  Contact Phone: ************
  Contact Email: sarah.******@Wmargaritavilleresortorlando.com
  Greetings,
  
  Thank you for your feedback and for taking the time to share with us the concerns you had during your stay. We want all of our guests to have a memorable vacation and I am disappointed to hear that your stay was less than that. After reviewing your account, it looks like your reservation was booked as a queen resort view room - these rooms are located on the 1st and 2nd floors of our east tower, facing away from the pools, which is where your room was located. I am so sorry about the noise you experienced from a guest's car alarm, I understand that it must have been very loud in the morning. I do apologize for a delay in response as this is the first message we have received regarding your reservation. If you decide to give our resort a second chance, we would love the opportunity to provide you with a much better experience. If you would like to contact me directly at the resort, I can assist with a future reservation at a special rate.
  
  Thank you again for your feedback.
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An initial vacation rental was made for a 4 bedroom cottage at ************** Resort in Kissimmee, FL (November 2021) for 4 nights to Check-in Dec 27 & check-out Dec 31. Unfortunately, we had to call and change due to emergency reasons- our oldest daughter had a miscarriage and COVID. When we called, we were told we had 60 days to rebook and we had to stay within 1 year. We called back again in January 2022 and booked for November 2022, adding an additional night check in Nov 20, check out Nov 26, 2022. In July 2022, we called back to confirm our reservation (we had not received any email confirmation). We even upgraded to a premium 4 bedroom and added a few amenities. Since July we have had several major family issues (Father, older Brother and sister in law) which have resulted in limiting travel distances for my father and older brother. This has caused us to alter our travel plans; as you can imagine. *The main reason we booked the Resort cottage was so all of us could be together for Thanksgiving; which could be the last Thanksgiving for my father. On Oct 8, 2022- we called back to the resort to be told if we cancel we would owe the entire amount; not just our safety deposit; which we didn't want to lose, but were prepared to lose. The reservation desk contacted a manager who reiterated we would be out the whole amount if we cancelled. *NEVER once had we heard until Oct 8, from the manager we had rebooked under a "hardship". NONE of our paperwork has anything on it about a "hardship". We were told we must cancel more than 15 days prior, and we would lose our deposit; which we understood. I Find this hard to understand; if we booked something and have a contract WHY would that not be in the contract? We were told it is only verbally told to us, during the call. NEVER did we hear that during a call. Now we are being held to something that is NOT in writing? We have contacted the Attorney generals office and Dept of Agriculture and Consumer Services as well.

  

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/11/07) */ PER CALL CENTER MANAGEMENT: The guest called in for an update. We told them the new reservation has been updated to reflect the new dates. Funds are in the process to be moved from the old reservation to this one. We sent a confirmation email to the guest and consider this case closed on our end. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We contacted the rentyl resorts several times to rectify the issue but was always told the manager was not available and provided a contact number for the manager to call. We never received a phone call. All email correspondence limited cancelation to 15 days prior to the visit and they waited until we had no option but to continue with the current reservation, They stated multiple times we were already granted a hardship which was never stated upon the initial cancelation or in any follow up email correspondence. My issue has always been that if you are holding me to a policy then that policy should be written and provided to the customer. Business Response /* (4000, 9, 2022/11/11) */ PER MANAGEMENT: Property management has been in contact with this guest and has come to a resolution. This case is once again closed on our end, but if there are any further questions or concerns, we would be happy to answer them.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a 4 bedroom, 2 story house at ************** cottages in Orlando, Florida for 2 days. Upon checking out, I went to the lobby and checked out and received a copy of my bill. Two days later I was charged $170.00 on my credit card. A separate charge from the hotel stay. I called Rentyl and inquired about the charge. The person I spoke to said that it was an excessive cleaning charge and I should have received an email with pictures prior to the charge. I told the man that I did not receive the email with the pictures and he told me that they would send them shortly. I asked him that if I didn't agree with the charge, what was my recourse. He said I didn't have one, they wouldn't change their minds and I would still be charged the $170. After getting off the phone with Rentyl, I checked my emails and their was an email from Rentyl. Upon opening the email and looking at the 4 pictures they sent me, I was flabbergasted at how they can charge me $170 for 1 bottle of Gatorade left on a bed, 3 pieces of candy on a nightstand and an empty box of toothpaste right outside the bathroom trash can. The last picture was of the legs of a cleaning person and two more than half empty trash bags, which I don't know where they came from. I left all trash, except what was listed about in the kitchen trash can. I emailed, Facebook messanger and left numerous reviews to no avail. Facebook messanger said they would pass on the information and I haven't heard back from them since.

  

  Business response

  10/27/2022

  Business Response /* (1000, 6, 2022/10/16) */ PER MANAGEMENT: We have resolved this case directly with the guest. This case is closed. Consumer Response /* (2000, 7, 2022/10/14) */ I received a phone call from ************** resorts after they received my complaint on bbb and they acknowledged their mistake in the charge and credited my account for the full amount.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Through Rentyl resorts, I made a reservation for a 4 BR cottage at*************** Resorts Orlando to begin on July 17 - 23, 2022. My original confirmation number was 85155, and that confirmation number has since changed to********** in their new system. I made a deposit of $328.01 on October 21, 2021 on my credit card ending in***** and cancelled by 6/30/2022 per the cancellation agreement due to changes in my vacation schedule. I have yet to receive my refund after multiple attempts to do so since July 2022. I have spoken to various customer service representatives (Divina x59141, Habiba x59195, & Darlene x59112) who have been very helpful and professional. I have spoken several times to a supervisor, Mr H*****, as well. All conversations ended with no refund after promises of waiting for a refund in 10 business days after every conversation. I have also written an email and left multiple voicemails to Samantha G***** in accounting with no response. In almost every instance, I was told that my reservation was made in their old system. I also requested a copy of the refund slip during my multiple conversations and never received one. Habiba & Darlene were able to find my original reservation as proof that I did have one. I also provided my credit card number again for a refund. Unfortunately, I have not received from them after multiple attempts.... I have been told that a refund was made in mid August. However, I NEVER saw this refund, and I NEVER received a refund receipt. In the end after three months, I still have not received my refund after following the procedures and deserve my refund of $328.01. If not back to my credit card, I would be fine with a check after all this time.

  

  Business response

  11/09/2022

  Business Response /* (1000, 7, 2022/10/07) */ PER MANAGEMENT: The guest was manually refunded on 08/09/22. We already received confirmation from accounting that it cleared the company's bank account on 08/11/22. We have emailed him a copy of the Bridgepay receipt that was sent to us from accounting, but we can send him another copy in the event it was not received. If there are any further questions or concerns, please let us know. Consumer Response /* (3000, 9, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again as I've stated for months now, I HAVE NOT RECEIVED A REFUND TO MY CREDIT CARD ENDING IN -5183 NEITHER HAVE I RECEIVED A EMAIL WITH A REFUND RECEIPT AS PROOF THAT A REFUND WAS MADE AFTER REPEATED CALLS AND CONVEYANCE OF MY EMAIL ADDRESS! Why in the world would I continue to call and ask about a refund that was already made?? That is absurd and insulting to say the least as I have too busy of a work/personal schedule to keep calling as I have been. I NEVER HAD A RETURN CALL OR EMAIL FROM ACCOUNTING CONCERNING THIS DISCREPANCY AFTER MULITIPLE ATTEMPTS. Right now, I really feel that Rentyl doesn't operate honestly to uphold their own cancellation policy. If they don't want to do business with me, I'm OK with that. However, don't continue to lie, misrepresent, or dodge that the refund was made. As I've CLEARLY stated in my prior response, IT WAS NOT. I WANT MY REFUND OF $328.01. I WANT A RECEIPT. BOTH HAVE BEEN REQUESTED SINCE AUGUST 2022. I would like a representative to call me directly concerning this matter. This is ridiculous that somehow a change of their accounting system has caused this much ineptitude were I cannot receive the correct information to receive my refund. More has to be done instead of reading a script that is not true. Enough is enough! I can provide my secondary email for this supposed receipt in addition to my phone number. As one can tell, I'm in strong disagreement with the response! Business Response /* (4000, 11, 2022/10/19) */ *********, we're deeply sorry if our previous response wasn't to your liking. That said, we have escalated this matter to our accounting team and they can confirm that we have indeed refunded you. We have attached said receipts for your convenience and can verify that this was resolved. If you still have any financial discrepancies, we encourage you to politely and directly contact us and your financial institution we will be happy to look into them for you. Thank you, and we wish you all the best. Consumer Response /* (2000, 13, 2022/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) After several months of calls and emails, I have finally received a refund receipt. The refund was made to a different card from the one I provided to the company earlier per prior documentation. Hence, I could not confirm my refund until recently. Nevertheless, I was finally able to confirm my refund since my initial request in July 2022. Thank you BBB for your mediation!

*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. ↩