Reviews

Review Details

• Review fromTonya T

  Date: 01/26/2025

  1 star

  Tonya T

  Date: 01/26/2025

  Rat infestation in the home we stayed in. Although host was responsive, host originally said they couldnt compensate us or move us, because pest control could only find droppings, not the rat to confirm there was a rat. Ask to be compensated for this situation only to be told they would compensate about $90 of our $1100 reservation, when I told them I would take it up with ******, they told ****** they refused to offer anything. ****** refunded some of the money but I cant believe a host wouldnt compensate for something so disgusting and unsanitary as a rat being in the house.

  Master Vacation Homes LLC

  Date: 01/29/2025

  Good afternoon, *****.First, we would like before anything else to apologize to you for the issues you encountered during your stay with us. It is never our intention to have guests feel as if we are not here to make your vacation a unhappy one. We did send pest control at your request and traps were placed. We did offer to shorten your stay and check out which was declined. We also offered a refund of 15% of your nights impacted as well which was also declined and we were informed you'd contact ****** directly. We work with ****** closely and always accept the decisions they make on behalf of the guests as well as the host and we did do everything in our power to try an accommodate you.Again, we are so very sorry the outcome did not meet your expectations and we hope we can one day make it up to you in the future.Kindly,Master Team

• Review fromabraham g

  Date: 10/27/2024

  1 star

  abraham g

  Date: 10/27/2024

  Host canceled our reservation a week prior to check in.

  Master Vacation Homes LLC

  Date: 10/30/2024

  To whom it may concern,We tried to look up your name in our system and could not find a reservation under that name. If you can provide the name, we can better assist you on the cancellation.Master Team

• Review fromJae won C

  Date: 10/07/2024

  5 stars

  Jae won C

  Date: 10/07/2024

  Very reasonable price, same condition as the picture, clean and well maintained. I would like to visit again. I visit ******* two or three times a year and will come back. Please remember me.

  Master Vacation Homes LLC

  Date: 10/15/2024

  You were such a great guest! Thank you for taking such great care of the home. Loved having you over. Surely you have created some great memories. See you real soon! Please remember to reach out to us next time so we can host you in a fantastic unit again.

• Review fromErika K

  Date: 07/22/2024

  1 star

  Erika K

  Date: 07/22/2024

  Emailed management due to bed bug infestation and was so poorly treated. We had to end a birthday celebration to vacate the premises, had a man stand outside the door while we packed 10 family members worth of stuff last minute. Were not given another property while on a family vacation and were reimbursed for 1 night but my children are emotionally SCARRED by this interaction knowing they were bitten in their sleep where they anticipated safety in a gated resort

  Master Vacation Homes LLC

  Date: 07/23/2024

  To whom it may concern,We are extremely sorry for the outcome of this guest's reservation and we would like to clarify a few things.The guest checked in on 07/18 with a scheduled checkout of 07/23. They reached out to us on 07/22 around 10 am and reported bed bugs. We did send out a pest control specialist to the home to confirm. They did confirm bed bugs in the room the guest stated. Before we could take further action to assist this guest they had contacted Airbnb (which we always recommend as well) and Airbnb informed us the guest would be checking out the 22nd (the day of the complaint) instead of their scheduled date of the 23rd. We informed Airbnb that there was no issue and we would be fine with that. Airbnb also advised us they would refund the guest the 1 unused night as well as 30% of the night which the issue was brought up by the guest. We accepted this and informed Airbnb to adjust to the guest and the guest was informed to check out of the house since they agreed with Airbnb to check out. The guest had informed us they were not satisfied with Airbnb's answer and continued to message/email us to rectify the issue or legal matters would be pursued. We apologized again to our guests and informed them everything was based on Airbnb's direct policy and we followed it without issue. They also mentioned that they were intimidated by a member of our company. However, this was not the case. We assumed the guest had already checked out as they were supposed to and our member went to the house to see if it was and change the door code but they did not check out until after 4 pm. Although the situation was handled differently that our direct policies we did follow Airbnb's at their request and we are still very truly sorry for the outcome of this guests stay and they were refunded per Airbnb.

• Review fromSharese B

  Date: 06/10/2024

  1 star

  Sharese B

  Date: 06/10/2024

  I rented from Master Vacation Homes this past weekend, June 7th-9th. Our family rented home ************************************************************************. Our stay was very uncomfortable due to bugs being in the house. At the house there were bugs in one of the rooms. They were also in the bathroom on the walls and in the shower. We are displeased with the response team. When we called ****** informed that the pest control tech stopped by in the morning which was a lie. We left the house in the afternoon and no tech was there at the house. They stated there were no bed bugs or bugs which is another lie, I have pictures and pictures were emailed to the company the same night. Also, some family members reported seeing roaches. When someone pays a lot of money for a rental, we do not expect to have to live with bugs. The house should be regularly inspected and pest control should be done regularly. This is ridiculous and I feel like the team should have been a little more courteous and sympathetic.

  Master Vacation Homes LLC

  Date: 06/11/2024

  Good afternoon, *******.Firstly, we would like to thank you for your feedback as we are always striving to learn and do better for our guests. I did some investigating regarding your reservation and stay and found that you did email us regarding possible bed bugs inside the home. We did send a certified pest control company to verify this that way we can follow our next steps regarding the pest issue. However, upon inspection this company informed us the home was negative for beg bugs so treatment was not needed. Unfortunately, in your emails there was no other mention of other bugs that we could investigate or treat for you, only the bed bugs and they were advised to search for these bugs but again, it was reported negative. We are truly sorry if the home did not meet your expectations and we will work on bettering our services. We wish you the best and hope we can earn a second chance with you in the future.Kindly,Master Vacation Homes

• Review fromCharlotte B

  Date: 02/25/2023

  1 star

  Charlotte B

  Date: 02/25/2023

  We rented a vacation rental from "Rodrigo" on ****** for a property at Storey Lake in Kissimmee, FL. Rodrigo is a figure head for Master Vacation Homes. We have several maintenance issues, which were not properly addressed because there was a language barrier between the office & the representatives coming to fix the issues. Our dishwasher was not getting hot enough to properly wash dishes. We asked for a repair and they said they would be sending someone. We waited for almost 2 hours and were leaving for dinner, so we messaged them and said we couldn't wait any longer for him to come and we asked to not have anyone enter in our absence. We left the dishwasher open to know if someone had entered and when we returned several hours later, they had indeed come into our property and closed the dishwasher and said it was fixed. Then they denied for several exchanges that anyone had entered the property, until I had pictures and proof of our "trap" and then they admitted it. They also suggested we just needed jetdry, which the issue was more significant than that, the dishes were cold after the cycle. We sent a message to ****** detailing our concerns that the host had entered the property. I was travelling with my young son & mother and didn't want a unknown man entering our place at night without us present, our passports/electronics were all out and there was no safe at the property. ****** doesn't seem to care and Master Vacation Homes has stopped taking our calls and say we have no right to be mad or talk to them in an elevated tone. We gave them $11000 CAD for 3 weeks, which would be acceptable had we not felt that we had been violated and then lied to. It's an unscrupulous company that doesn't care about customer service or the safety of their guests and I don't want other people to make the same mistake we did.

  Master Vacation Homes LLC

  Date: 02/28/2023

  Hello, Charlotte. We are extremely sorry you felt that your stay did not met to your standards and we hope to do better in the future. However, regarding the dishwasher, we did send our maintenance as well as a technician who all confirmed the dishwasher was in fact working. We do believe it was a communication issue as you had requested them to come frequently and we wanted to make sure we were assisting you in a timely manner and after the fact they came is when we were informed you did not want them there. Regarding the language barrier, you were extremely rude to our staff with cursing as well as racial comments. The amount mentioned also paid for the reservation is incorrect, no where near $13,000 CAN. We are extremely sorry if the dishwasher was a bit hard to figure out. But, guest etiquette is just as important as worker etiquette which our team still treated you with respect and kindness regardless of your expressions. Airbnb was also made aware of the situation regarding the stay and outcome.

• Review fromKarexis P

  Date: 01/29/2023

  5 stars

  Me encanto todo muy bien agradecido la atención Super me volvería a quedar

  Translated by BBB Representative:

  I loved everything very well grateful for the Super attention I would stay again

• Review fromGary S

  Date: 10/04/2022

  1 star

  Gary S

  Date: 10/04/2022

  WORST rental management company to ever exist! The customer service is terrible. The rental home is disgusting and should be demolished. The owner of the rental management company will not even speak with me because I'm sure he is scared to. I would advise anyone and everyone do not use this rental management company and do not stay in any home they manage. They are corrupt and it is only a matter of time before they get busted for defrauding people.

  Master Vacation Homes LLC

  Date: 10/11/2022

  Hello, Gary.
  We received a message from you wanting to be contacted VIA telephone. However, we did request the conversation be kept on Airbnb for documentation. This helps keep 100% transparency with hosts, guests and Airbnb so there is no miscommunication. However, you kept insisting to be called by the owner of the company instead of speaking to our customer service reps and would not let us know what the issue you were facing was. You then threatened us to contact the BBB which you have. So, our question is, what happened during your stay that way we can assist you better? Please feel free to contact via email at [email protected] or you can call our customer service team at 407-873-0226. However, Rodrigo the owner will not be available for your call.