ComplaintsforCoco Plum Vacation Rentals LLC

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: paid 11/22/21-$5,159.52 and 01/22/22-$3,456.86, total $8616.38 to VRBO for VRBO: #*******ha, RES *** *********, for rental of ************************************************************************ Host: Coco Plum Vacation Rental staying 03/26/2022-04/02/2022. The following were repair/maintenance problems that we had during our stay: icemaker in freezer did not work, 10 jets in the jetted spa did not work, switches for spa did not work, the pool was very dirty and filter did not work, lots of cigarettes butts around the pool, several tiles missing in spa and pool and there was black mold in the same tile areas, bottom rung on the pool ladder was broken, the upstairs thermostat had low battery warning, it was not securely mounted to the wall and sometimes the up and down temp. buttons did not work, master bathtub faucet leaked constantly and was not mounted firmly to tile wall, master bathtub did not drain (filled up above feet and covered entire tub when taking a shower), the ** in the master bedroom was not working (guest was able to fix), two out of six lights not working above master bathroom sink, there was a hole in the master bathroom door, the two gas grill propane tanks were empty, no recycle bin on property, digital code to upstairs door lock didnt work at one point, downstairs toilet leaked and started to flush without warning, dryer lint screen area was filled with so much lint, sand and debris that the lint screen could not be placed back in the slot after it was removed to be cleaned, both microwave surface lights did not work, the floors and both kitchen ceiling lights were dirty. Requested 20% refund as compensation for all of the problems encountered (most were not repaired after vendors came out which responses were not timely). VRBO has done nothing to resolve our reasonable request, advising that VRBO does not assist traveler after the stay has ended. VRBO said to contact property owner, but would not provide us with contact information. Please help

  Business response

  05/23/2022

  At Coco Plum Vacation Rentals complete customer satisfaction is our goal. Living on an island there are times when minor maintenance issues may take a week to have addressed. There are a number of items this guest describes that are not factual. The spa on the pool for example is a soaking spa and does not heat up warmer than the pool nor is it jetted. The electronic door worked fine when our manager went to assist the guest this was guest error. Same with a TV not working the guests likely had the wrong inputs. We also sent maintenance to address the drip in the faucet and several of the other minor requests. Also of note is that the guests that previously departed left a five star review of this same property and had a lovely vacation.

  That being said we attempt to address what we could to try to make happy guests by sending out our manager and also maintenance but not all guests can be satisfied. Purely as a customer service gesture we approved a $500 refund to this guest that she refused in lieu of an attempted chargeback with VRBO which they rejected as the guests issues did not rise to the level of warranting any refund. We now consider this matter closed.
  

  Coco Plum Vacation Rentals Management

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