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:09/19/2023

  Type:Service or Repair 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 hired VHC to manage our property in Texas. They did not manage it well, allowed a lot of damage to occur or worsen due to a lack of actual inspections. They upcharge the guests on all "fees" so that they can keep more of the money, then drop the nightly rate in order to get more bookings and charge more fees. The fees are not part of the owners compensation, so they keep it all while also making the owners less money due to lower nightly rates. The also do not uphold their end of the contract you sign with them. We received notice 2 days prior to them pulling out of Texas, so no warning and definitely no 90 days notification as required in the contract. Now they won't return calls, won't respond to inquirires, basically just disappeared. We wish we never used them to manage our property and are now in worse shape because we did. Thousands of dollars in repairs, 90 days of lost revenue. Do not book with them and do not allow them to manage properties.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 agree to rent beach condo in Orange Beach, Alabama at ******* ****** **** *** for dates Sept. 3 thru 8, 2023. Check in time is 4pm. We arrived to the property at 4:15pm. The unit was dirty still. The beds still had dirty linens on them, dirty linens on the bathrooms, on the floor, and dirty dishes on the sink. The floors, bathrooms, and everything was dirty. It looked like the previous renters had just left I contacted the company and was told the cleaning people would be there in 10 to 15 minutes. 30 minutes later I called again and was told they were on the way. An hour after we arrived, we still had not seen a single person from the company, so we left. I called another rental company and found a different and better place to stay for our vacation. I feel that if the unit was not going to be ready we should have been contacted and told it would not be ready. And I am extremely frustrated by their lack of willingness to listen or even try to remedy the situation. I would like a full refund because I feel the company did not hold up their side of the deal. However, I would be satisfied with a 50% refund.

  Business Response

  Date: 09/13/2023

  Dear guest, 
  
  Thank you for sharing your feedback, and we deeply apologize for the unsatisfactory experience you had upon arriving in our property.  We understand and share your frustration with the situation and would like to explain what happened from our end.
  As soon as we received your call reporting the unsatisfactory condition of the property, we immediately dispatched our cleaning team to address the situation.
  We would like to emphasize that situations like this are extremely rare and do not represent our standard of service. We understand the importance of ensuring that the property is in perfect condition for your stay, and we regret that this did not happen initially.
  However, following the incident, our team worked diligently to ensure that the unit was properly cleaned and prepared to accommodate you. Cleaning was successfully completed about two hours after your report, and the property was made available for your stay during the requested dates.
  Given our commitment to addressing the situation and ensuring that you had a pleasant stay, we believe that a full refund request is not justified. This is because our team acted promptly to remedy the situation and ensure that the property was available and clean for you to enjoy the remainder of your stay.
  We understand your dissatisfaction, and as a form of compensation, we are willing to offer a discount on a future stay with us. We hope this can help restore your confidence in our services and consider the possibility of staying with us again in the future.
  Once again, we apologize for the inconveniences you faced and appreciate giving us the opportunity to address the situation. We are committed to improving our services to ensure that experiences like this do not happen again.
  Sincerely,
  
  VHC Team 

  Customer Answer

  Date: 09/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  After a full day of driving to start and enjoy a much needed vacation we arrived ready to unpack and unwind.  Upon finding the condition of the property our frustration built tremendously.   We work hard in planning and saving and preparing for vacation and very much look forward to relaxation.   This situation did not provide any of that for us.  I understand that you say the situation was remedied within 2 hours.  However, I was told more than once that someone would be there in 10 to 15 minutes and no one arrived.  After waiting over an hour, we left the property and never returned.   We stayed elsewhere for our vacation.   Travelers expect things to be ready for them when they arrive at the proper check in time.   We arrived at 4:15 pm and check in is at 4pm.  If the property was not going to be ready on time, we should have been notified.   On previous vacations we have been alerted that our condo would not be ready on time because previous guests had not left on time.  A simple notification that the property was not ready is all that would have been required.  Communication saves a lot of heartache and headaches.   I would like some compensation in the form of a 50% refund. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/01/2023

  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.

  Our family summer vacation was ruined by this company due to the fact that we booked a home with numerous amenities (games, Tvs, appliances) but the amentities that we paid for were not in working condition. If we had known that this house had so many issues with the amenities, we would not have booked the property. Our stay was from June 24 - July 1, 2023. The property management team did not respond to our many requests to fix the amenities until the day before our departure and their excuse was that they tried to contact us but we did not respond and we were not at the property when they came to make repairs. I can provide proof that they never contacted us to come to the property by providing my cell phone records. We feel we were the victims of fraud because as stated earlier, we booked the property and paid a certain amount because we thought we were getting a vacation property with wonderful amenities. The only resolution that the property management approved of was $100.00 which is an insult based on the fact that the weekly price to rent was over $3,800.00. We demand a refund of $1,140 which is 1/3 of the cost - this would be a fair way to resolve the problem as we spent several hours of our days calling, texting, emailing these issues to no avail.

  Business Response

  Date: 08/03/2023

  Hello ******
  
  Thank you for taking the time to share your feedback. We apologize for the inconvenience you experienced with the amenities and the difficulties you encountered in getting a timely response from our team.
  
  We want to assure you that our team takes guest concerns seriously, and we do our best to address any issues promptly. During your stay, we made multiple attempts to contact you to arrange repairs for the amenities, but unfortunately, we were unable to reach you. We apologize for any miscommunication and understand your frustration.
  
  To make things right, we have already provided a refund for the amenities that were not available during your stay. We value our guests, and we want to ensure that you have a pleasant experience while staying with us.
  
  We apologize for any misunderstanding and assure you that we take guest feedback seriously and are always looking to improve our services.
  
  If you have any questions, we are available through our customer service channels.
  
  VHC STAYS TEAM 

  Customer Answer

  Date: 08/14/2023

  I am not able to accept the respondant's offer to close the matter by providing a $100 credit.  The property manager / owner continue to lie and commit fraud and it is definitely not an acceptable way to handle business.  Therefore, the property manager / owner need to provide a different resolution to resolve this matter and hopefully they will answer in a timely manner and in a responsible way to resolve this issue.  Continuing to say that they tried to contact us (the renters of the home) is totally false and we will not stand for it.  I offered to provide copies of cell phone records which I am happy to do but be aware that this will take additional time to order such records.  The property owner / management need to be held accountable for their actions and for their continued attempts to commit fraud.  Thank you.

• Initial Complaint

  Date:03/29/2023

  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.

  We booked a trip through VRBO for a condo unit with great amenities at the Phoenix on the Bay in Orange Beach, AL through VHC back in December of 2022 for spring break for us and our two children (5 and 9yo) for the dates of March 24- March 31, 2023. The draw to this property was a lazy river, water slide, 2 outdoor pools, a kid pool, an indoor pool and hot tubs. When we made the reservation in December the wording on VRBO stated that the lazy river ONLY was under repair until 3/23/23. On March 23rd we contacted VHC asking about the lazy river and were told that it was repaired and open. Upon arrival we found that not only was the lazy river closed but also the water slide, 1 outdoor pool and the kid pool. The other outdoor pool was under 65 degrees which left 1 indoor pool to be used by guests. Numerous guests complained and either left or were relocated by their booking company. We did not drive a total of 2200 miles to sit inside in a small pool when we paid for much more. To top it off on the first night ***** broke out in such a severe rash that we ended up at urgent care the next morning. The rash got even worse on day 2 and we ended up at urgent care again for stronger medication. The belief from the local urgent care in Orange Beach as well as our doctor back home was that ***** had an allergic reaction to something in our resort. Due to the severity of the rash, as well as 75% of the amenities that we booked for a fun vacation being under construction, we elected to leave our condo on March 27th to drive back to Michigan. While staying in contact with VHC about our dissatisfaction with the resort we offered to pay full price for the 3 days that we stayed and asked to be refunded for the balance of the days ($1,327.79) The only response that we received back was that they were willing to refund us $87. This is unacceptable to us. Not only were we lied to about the amenities being back in operation they have not been willing to work with us at all.

  Customer Answer

  Date: 03/29/2023

  Attached is the picture of the water slide/ lazy river with no water in them. The kid pool and 1 outdoor pool were located over the bridge walkway in that photo. In the photo you can see the orange construction fence that blocked that entry point to those pools. Construction fence surrounded the lazy river and the kid pool and 1 outdoor pool were located inside the lazy river where no access was allowed. 

  The receipt attached is what we have on file for our payment. 

  Business Response

  Date: 04/11/2023

  Dear *****,
  
  We wanted to reach out and address the concerns you shared about your recent vacation rental. We are truly sorry to hear that the amenities did not meet your expectations and that you experienced an allergic reaction during your stay.
  
  We understand how important it is for guests to have access to the amenities they expect and we apologize for any miscommunication regarding the status of the lazy river, water slide, and pools. We will take steps to ensure future guests are provided with accurate information. We also want to remind you that we provided a refund for the loss of amenity and that the unit was still livable.
  
  We are deeply sorry to hear about the allergic reaction you experienced and hope that you have fully recovered. We take all guest complaints seriously and have forwarded your feedback to the appropriate parties.
  
  We understand that there were additional issues mentioned, such as leaky faucets and a rash, and we apologize for any inconvenience these may have caused. We did request pictures to address the issue, but did not receive any response. However, we have sent your feedback to the HOA for investigation.
  
  We truly value your feedback and appreciate you bringing these concerns to our attention. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Best regards,

  
  VHC Stays Team