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:09/15/2024

  Type:Service or Repair 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.

  We booked a luxury ****** through Nani and Luhos Group in January 2024 for $4,000 for 3 nights. We booked this particular ****** because it was right around the corner from our wedding venue where we are getting married at on September 28th and could do our first look wedding photography there. Everything was set and Nani even confirmed a late check out 2 months before we were due to arrive. Fast forward to Thursday 9/12 (2 WEEKS BEFORE OUR WEDDING), we received a voicemail from Nani where she hinted at the fact that we could no longer stay at the property and gave a misleading reason as to why. This obviously caused us to panic. We then spend the next 48 hours on the phone with ****** support and trying to communicate with Nani and her team who were extremely unresponsive, lied multiple times and offered 0 empathy for our situation. We found out from ****** support that the reason why we could not stay the property was due to the fact that they never renewed their short term rental license (totally their problem). Nani proceeded to offer us an alternative property the following day which was further away from our wedding venue and offered no additional compensation for our time wasted and heartache. We then agreed to use the alternative property and I had asked her to block off the dates so no one else could book it while we waited for ****** to alter the reservation to the alternative property. She did not block off the dates and another party booked the property instead, leaving us in further panic. She offered no apology, ownership of her mistakes or any alternative solution. We are still stranded and cannot find a new comparable property. Our wedding weekend is ruined and now have to completely change our plans. This is lowest level of customer service and unprofessionalism I have ever experienced. I am seeking 500$ in compensation from **** and Luhos for the pain we have endured. I would advise any future cliens to stay far far away from ****/Luhos. ********!

  Business Response

  Date: 10/21/2024

  Id like to clarify my perspective regarding this guest's situation. We communicated well in advance that we wouldnt be able to honor their reservation due to issues with renewing our short-term rental license. To accommodate them, we offered a larger property with more amenities at the same price they had paid, which is only 14 minutes away from the original house.
  Despite this upgrade, the guest requested two free nights, which I felt was unreasonable given the significant enhancement in their accommodations. To ensure fairness, we involved ****** to help mediate the situation, especially since there was a delay in their acceptance of the new arrangement. Unfortunately, during this time, another guest booked the alternative property, resulting in the cancellation of their reservation.
  Thank you for your understanding.

  If there is anything else I should do to clarify this situation, please let me know.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22288270
  
  I am rejecting this response because: Response from Business shows their true colors and should deter future customers/guest away as they are deceitful, consistently lie and don't care about their guests. Couple of lies, I'd like to call out:

  - Communicating a cancellation "well in advance" is typically 2 months out, not two weeks away. Especially given the fact that this was a luxury ****** where 10+ people were staying so finding alternate accommodations that suits the whole party is extremely difficult to coordinate, besides the fact that this was our wedding weekend where multiple vendors and scheduled times were well in motion. By the way, we received zero sympathy from Noni/Luhos when we disclosed this was our wedding weekend.

  - Next lie: The cancellation was actually due to the property being under renovation where the the project timeline had slipped into our reservation, prompting them to cancel due to the renovation not being complete. I learned this after I finally found the owners phone number on my own (after repeatedly asking Luhos to put me in touch directly with the owner which they never even brought to his attention). The owner was very sympathetic and had no idea how awful Luhos communication was and that's when they disclosed the actual reason for cancellation.

  - Next lie: Yes the host offered a alternative property that was comparable, however they did not hold the property and someone else booked it even after I told them to. Also, to clarify and the proof is in the screenshot messages, where I had requested only one free night OR a discounted rate for extreme inconvenience caused (they said in their response we asked for two nights when we only asked for one night or a discount). They never responded to this request, nor countered the offer and never truly tried to work with us to find a mediated resolution. I literally called you guys 25+ times within 24 hours to find a solution and every conversation either went no where (because no can speak english) or I was met with "we will ask our manager and call you right back" -- they never called back. Just calling it out, you literally do not care about the guests and that is appalling as my wife was in tears being under pressure to completely re-write our wedding weekend.
  
  This company is pathetic, lacks any compassion and does not care about the outcome of the guest, only their profits. They tried to find a way to not cancel the listing so they wouldn't incur a penalty from ****** which they did anyways. After speaking with the actual owner of the property, I disclosed how terrible it was to work with Nani & Luhos (horrible communication, no alignment with operations, 0 empathy, can barely speak english) and recommended they take a look at the company who is managing their 2 Million dollar home. I hope they terminate their contract as Luhos is pathetic. 

  As previously stated, we are seeking 500$ in compensation for this disastrous event and inconvenience, but it seems Luhos does not want to pay that so the next action would be for BBB to post this thread so other future customers are warned. 

  
  ****

• Initial Complaint

  Date:01/24/2024

  Type:Sales and Advertising 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.

  On 1/16/23 I used Vacation Rental by Owner (vrbo.com) to rent a "luxury" house for a week-long family reunion for 8 adults and 5 children for 12/30/23 to 1/6/24. The home was managed by Luhos Property Group; vrbo.com is not involved once the booking process is completed. Upon occupying the house, we discovered we had NO hot water and reported this on the first full day. All week we had no hot water for showers or dishes; a dishwasher, which was advertised, did not work. A service person came but the items were not fixed until late on our last day. Most troubling was an ** trailer parked at the end of the driveway of our rental house. A row of scanty shrubbery separated the side of the trailer from the backyard and pool of the house. The first few days, we assumed the ** was simply parked on the property. On the 3rd day, however, a young man knocked on the door and asked us to move our vehicle so he could take his truck through the gate. He identified himself as "maintenance". Then we realized people were living in this trailer adjacent to our rental house. Hoses and wires were strung from the main house to the trailer. This situation was NOT disclosed when we booked and the trailer was not visible in any online pictures of the property. When we voiced our dismay that people unknown to us were on the property where we had our young children playing constantly out back, a Luhos employee responded that the ** was on separate property, not house property. This is NOT the case. Photos from the home's balcony show the trailer with a mattress, old recliner chair and debris alongside the trailer. This is a safety issue! Renters should be aware others occupy the property. No fence/wall separates. When we asked for remuneration for this deception, we were offered a late checkout. A request to speak to a manager at Luhos was ignored. The situation was reported to vrbo; their Health and ***************** is looking into it. The house address is: ****************************************************.

  Customer Answer

  Date: 01/24/2024

  The Luhos would never respond to my calls or requests to speak ya supervisor or manager. What do we do if they stonewall BBB as well. Ignore your communication? Is there a next step to engage them? 

  Business Response

  Date: 03/01/2024

  Good afternoon, I apologize for the delay in responding, I did not know I had a complaint, this guest completed her stay successfully, she had some small inconveniences during the stay that were resolved and she was offered a late check out at no additional charge and she was happy until she got upset because according to her we left a bad rating for her on vrbo, and it is not true, vrbo has flaws in the system and sometimes guests do not see the correct evaluation, but it is not a reason for her to report us This way, this property that she rented with us has a very large lot, on one side that is not included in the rent of the house there is a space where the owners keep their belongings and a mobile home, it has no connection with the house and guests do not have access to that attached lot at all. Please let me know if there is anything else I can do to clear up this misunderstanding.

  Customer Answer

  Date: 03/01/2024

  I would like to send you a detailed letter explaining my complaint and include photos. Can you provide me a mailing address for the BBB so I can do this?

  It is obvious to me the business Im complaining about has not taken the time to thoroughly read my previous communications or is feigning ignorance in this matter. The property where the trailer is parked is NOT separate as they indicate; please refer to the photos I attached to my original complaint. Ill be sending Luhos ******************* the detailed letter as well. 
  Your mailing address is???