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:10/26/2024

  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.

  We booked a master vacation home with ****** in August for the week of Oct 7-11; the last date for refund at 50% was September 30th. On Oct 5th, ****** was predicted to develop into a hurricane with the path over central *******, specifically ******* with torrential rain and strong winds, flooding, power outages and isolated tornadoes. We immediately reached out to ******* and requested to change the dates to which ******** responded and denied us stating what their policy is and its just a tropical storm. Gov ******** declared a State of Emergency for Orange County. We expressed that we would pay more to reschedule, and he said that was not possible and in recent events the region has not been affected and all services have functioned normally. On Oct 6th ******* sent the check in information and ****** was now a Cat 1 hurricane. We said we were worried, and it was ****** who responded saying to contact ****** support. We contacted ****** Support who contacted the host; the host denied the change because they had not received any official reports on the hurricane. The Host, ****** said they were watching the alerts and ******. Oct 7th ****** was a Cat 5 hurricane and ****** said to go in and request an alteration of the reservation with instructions. The Host, *****, denied the change of request. I asked what we do if there is an evacuation order and the Host, Nyck, stated they havent had an official evacuation order. We never heard back from any of the Hosts until they sent us an email saying to rate them 5 stars, so they do not get removed from ****** listings. The Host denied refunding the $419.00 cleaning fee as we never arrived, but ultimately ****** refund the $194.88 service fee. We are out almost $1,340 because this company prioritizes money over safety. They then lied and said that our review on ****** was inaccurate so the review was removed. We paid and couldnt stay and now cant even leave an honest review of our experience with them.

• Initial Complaint

  Date:10/06/2024

  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.

  I have an upcoming stay with this company, and as soon as I learned that a hurricane was approaching *******, I immediately contacted them to explain the situation. The entire state is under a national emergency, and the property Im supposed to stay at is directly in the path of the hurricane, which poses a serious threat to my familys safety, including my two infants. I requested to either change the dates of my stay or receive a refund, but the company was completely unwilling to work with me, despite the dangerous circumstances we are in.I also reached out to ******, and they informed me that it is up to the host to cancel or offer a refund. Unfortunately, the host is refusing to do either. This is simply unacceptable and demonstrates a complete lack of empathy for the severity of the situation. The hurricane is forecasted to pass directly over the property during my stay, yet they remain indifferent to the potential danger.Their customer service has been equally troubling. I spoke with a representative named ****, who claimed to be a supervisor. When I continued to ask for someone else, he changed his voice and told me his name was *******. Their attitude was incredibly rude, unprofessional, and dismissive. They repeatedly stated that there was nothing they could do, despite the life-threatening circumstances, and showed no compassion or understanding of the situation.Its shocking that a company would show such disregard for the safety and well-being of its customers, especially during a natural disaster. I urge the Better Business Bureau to review this complaint and assist in resolving this matter. There are far better, more cooperative options available in *******, and no one should have to deal with this kind of treatment, especially during an emergency.

• Initial Complaint

  Date:06/06/2023

  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 recently in the last week reserved an accommodations for my family and I. I spent over 2,000$ for a ‘ 3day, 2night’ stay. My family has had a severe emergency (matters or life and death) and when trying to explain that to your staff, that we need to cancel the reservation and need the full refund ( you guys just received our reservation and have ample time to fill that space as to not have losses, i was met with contempt and insane inhumanity. Kudos to your company for not giving literally one ounce about people and trying to squeeze every little dime out of them even in their worst moments. Can’t believe a company like yours would rather add to the struggles of a family in an urgent unforseen circumstances then show a little understanding and humanity. I hope when you and your families are in a moment of grief and despair you are met with the same ‘kindness’ your company has shown us. Would not recommend my worst enemy to your company, it’s policies and your dire lack of customer service and support and sever lack of humanity.

  Business Response

  Date: 06/06/2023

  To whom it may concern,

  The guest did reach out to us to cancel her reservation due to a family emergency. As a small company we do hold our policies in place but the guest is welcome to reach out to ****** directly regarding a cancellation and refund. ****** accepts full refunds for extenuating circumstances once documentation has been provided. We are extremely sorry for any confusion and wish this guest the best. Again, she can reach out to ****** with any supporting documents and they will be able to refund her in full.

   

  Kindly,

  Master Vacation Homes

  Customer Answer

  Date: 06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are SOLEY responsible for refund, it was always at their DISCRETION.

  They hide behind their arbitrary policies so they can maximize their profits at the expense of their patrons. I was in contact with this business significantly begging them to help me, calling several times. It was just one week after we made the reservation and even said if they cancel us now they would be able to find someone to fill our space so they wouldn’t lose any profits. They denied every request as per their “policies” and kept directing me towards ****** for resolution. ****** said it was solely the hosts discretion to cancel, refund, amend and alter this reservation. That there was nothing they could do without the hosts approval. They said they would happily cancel and make the refund but the house denied it. They said the only instance they could override and cancel would be a natural disaster and they directed me to discuss it with my host since again it was at their discretion. This business lacks humanity and only cares about how much money they can squeeze out of their customers. We were FORCED to move the reservation or risk losing all the money we put in for the weekend since they would not budge or offer any other option then cancel and lose half the money (over 1,000$) or change the dates when we don’t even know whats going on. No compassion was shown . We picked a random weekend in September just to give us a little more time to find out what’s happening with our situation and see if we could actually use this reservation we no longer wanted nor needed. 10/10 I denounce this business and advise to anyone do not use them unless you are okay with losing some money due to their “policies” that they like to hide behind. I hope that if we go theres not one thing wrong with their house because now I too will be making sure that standards are upheld. It goes both ways. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/08/2023

  To whom it may concern,

  We brought that matter up to upper management and have approved a refund. The guest was notified to cancel their reservation in order to receive the refund.

  ,

  Master Team