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Business Profile

Vacation Rentals

Villatel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/10/2024

    Type:Product Issues
    Status:
    Answered
    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.
    There was an error on *********** as we booked our stay 10.7-***** and villatel ******* changed me an extra night until *****. We were very clear with them that we wish to check out on ***** so we can go home and assess damaged post hurricane ******. We called numerous times on ***** and left a message. Called again at the evening just to hear I am not getting a refund for the fourth night. We Checked out at 11:00 am. I need this extra night refunded. Shame on you I had to ask so many times when we deal with hurricane damaged.

    Business Response

    Date: 11/13/2024

    Dear Better Business Bureau,

    We sincerely apologize for the delay, as this information was not initially sent to the Property Managers on-site. Thank you for reaching out regarding the recent complaint filed by **** *******. We appreciate the opportunity to provide our account of the reservation and interactions with this guest.

    The guest, **** *******, booked a reservation at our property through *********** on October 7, 2024, with a check-in date of October 7 and check-out on October 11, totaling a four-night stay. This reservation was made at the last minute and at a non-refundable rate. As per ***********'s terms, all non-refundable reservations clearly state the cancellation policy, rate, and dates selected at the time of booking, which the guest confirmed.

    On the evening of October 10after 7:00 PM, the last night of their staythe guest contacted us, stating they had mistakenly booked the wrong dates and requesting a refund for the final night. We informed them that this was their final night according to their confirmed reservation, and unfortunately, due to the non-refundable terms agreed upon at booking, a refund could not be provided. Additionally, our check-out time is 10:00 AM, and the unit had been reserved exclusively for their use during this period, meaning it was unavailable to others.

    The guest also mentioned that they needed to return home due to potential hurricane damage. We understood their concern; however, due to the timing of their request and the non-refundable nature of the reservation, we were unable to accommodate a refund. Moreover, the guest's confirmation email from *********** had clearly outlined all pertinent reservation details, including the dates, policies, and total charges.

    Our team did its best to respond empathetically and provide clarity regarding our policies, which are standard and consistently applied. Despite these efforts, the guest was dissatisfied and chose to escalate the matter through the BBB.
    We hope this information clarifies our response and actions in this situation. Please feel free to reach out if additional details or documentation would assist in the resolution of this matter.

    Warm regards,
    ****** *******
    Guest Experience Manager

    Customer Answer

    Date: 11/13/2024

     
    Complaint: 22408755

    I am rejecting this response because:

    1. We alerted everyone on property and via phone regarding this mistake on 10.7.24, on 10.8.24, 10.9.24 & 10.10..24

    2. No one even bothered to respond to our calls on 10.9.24 & 10.10.24

    3. ****** is lying, plain and simple.

    4. I will not rest until I get my refund.

    Sincerely,

    **** *******

    Business Response

    Date: 11/13/2024

    Dear Better Business Bureau,

    We sincerely apologize for the delay, as this information was not initially sent to the Property Managers on-site. Thank you for reaching out regarding the recent complaint filed by **** *******. We appreciate the opportunity to provide our account of the reservation and interactions with this guest.

    The guest, **** *******, booked a reservation at our property through *********** on October 7, 2024, with a check-in date of October 7 and check-out on October 11, totaling a four-night stay. This reservation was made at the last minute and at a non-refundable rate. As per ***********'s terms, all non-refundable reservations clearly state the cancellation policy, rate, and dates selected at the time of booking, which the guest confirmed.

    On the evening of October 10after 7:00 PM, the last night of their staythe guest contacted us, stating they had mistakenly booked the wrong dates and requesting a refund for the final night. We informed them that this was their final night according to their confirmed reservation, and unfortunately, due to the non-refundable terms agreed upon at booking, a refund could not be provided. Additionally, our check-out time is 10:00 AM, and the unit had been reserved exclusively for their use during this period, meaning it was unavailable to others.

    The guest also mentioned that they needed to return home due to potential hurricane damage. We understood their concern; however, due to the timing of their request and the non-refundable nature of the reservation, we were unable to accommodate a refund. Moreover, the guest's confirmation email from *********** had clearly outlined all pertinent reservation details, including the dates, policies, and total charges.

    Our team did its best to respond empathetically and provide clarity regarding our policies, which are standard and consistently applied. Despite these efforts, the guest was dissatisfied and chose to escalate the matter through the BBB.
    We hope this information clarifies our response and actions in this situation. Please feel free to reach out if additional details or documentation would assist in the resolution of this matter.

    Warm regards,
    ****** *******
    Guest Experience Manager

    Business Response

    Date: 11/13/2024

    Dear Better Business Bureau,

    Thank you for giving us the opportunity to provide further clarification in response to Ms. **** ******** recent comments.

    We would like to reiterate that our records show consistent and documented attempts to communicate with Ms. ******* throughout her stay, including on the final day of her reservation:

    On October 10, at 10:04 AM, we received a missed call from Ms. ******** We promptly returned the call at 12:33 PM and 12:34 PM but were unable to reach her.

    Later that evening, at 7:15 PM, Ms. ******* sent a text requesting a call back. We immediately attempted to reach her again at 7:38 PM, but our calls went to voicemail both times.

    At 7:41 PM, we sent a follow-up text to Ms. ******* that stated:
    "Hi ****, I attempted to call you just now, but we kept getting directed to your voicemail, unfortunately. May I know how we can assist you? Or could you provide us with an alternative phone number to reach you? Thank you! - Team Villatel."

    We have these logs on file and are happy to provide additional documentation if necessary.

    Please be assured that we strive for clear and honest communication with our guests and adhere to our standard policies. Our aim was, and continues to be, to assist Ms. ******* within the terms of her booking agreement, while also treating her concerns with respect and due attention.

    Thank you for your time and attention in reviewing this additional information. We hope it assists in reaching a fair resolution.

    Warm regards,
    ****** *******
    Guest Experience Manager

Villatel is NOT a BBB Accredited Business.

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