ComplaintsforPinnacle Port Vacation Rentals
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Complaint Details
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Initial Complaint
07/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We rented a condo from pinnacle port when we got there everything was extremely outdated. The shower curtains were moldy. There was roaches roaming the room. We arrive on 7/2/22 and on 7/3/22 night the air conditioning went out. By 7/4/22 we were calling Maintance and we were told it would be a few hours and they'd have it back up and running by this point our room was above 85 degrees. Low and be hold that didn't happen by Thursday night 7/7/22 they had got a temporary unit in but it didn't start cooling condos off we checked out of our condo on 7/9/22 and our room was still over 80 degrees. We were told we would be refunded money if we wanted I have reached out and they have taken our messages and no call backs. I paid $2275.00 to stay for the week and it's unacceptable to not refund my money for no a/c.Business response
07/21/2022
Consumer Response /* (2000, 6, 2022/07/20) */ Spoke with the company today and they are issuing a refundInitial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On Saturday (oct. 9th 2021), my wife and I arrived at pinnacle port. We checked into a condo that was extremely unsatisfactory. Many areas had not been cleaned. Ex: rugs with visible dirt and hair on them, dirty dishes in the cabinets, mold on the shower curtain liner, hair IN the bedding, large dust bunnies under the beds, and a dripping/leaking vent-fan in the ceiling of the bathroom. We informed the font desk and over a few phone calls back and forth, agreed to a 1 night refund ($300) and for the condo to be re-cleaned. The condo was re-cleaned, but that was the only part of the agreement that they've actually completed. They told me on the phone that they would issue a check for $300 on Monday. On Monday I went to get that check and they told me it would have to be Tuesday actually. Then we had $200 charged to our card from them! They then told us that was a mistake and they would reverse it. It is now Wednesday and they have $500 of our money...Business response
10/29/2021
Business Response /* (1000, 5, 2021/10/15) */ Our written rental policy is that a guest must notify us upon check-in of any unsatisfactory items and we are then given 24 hours to correct the problem. We corrected the problems, within our control, which the guest complained of well before that time period expired. In addition, we initially offered to fully refund the guest which he declined. In the spirit of compromise, we offered a one night refund which he accepted. (He was actually given one night $200 plus $100.) Due to a glitch in our new software system, his card was charged instead of being refunded. The appropriate steps were taken in a timely manner to issue the refunds. The guest received our refund check in the amount of $300 and the credit card refund is in process and no further monies are owed to him.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.