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Business Profile

Vacation Rentals

Exclusive Private Villas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

Customer Complaints Summary

  • 1 complaint 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 type

  • Initial Complaint

    Date:05/22/2024

    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.
    -Booked Villa stay 5/9/2024 5/12/2024 -Paid in full $1401.00 -Upon arrival of the first night there were ants noticed in the wet areas, however they were also crawling in the beds.-We contacted On-site property for immediate resolution. Was advised that pest control could not come until the morning. Video evidence was sent via text on the evening on 5/9/24. No further communication was received that night.oIf villa was cleaned prior to arrival, pest control should have been engaged -Due to this pest control problem located in the sleeping areas, we vacated the villa and found a nearby hotel to stay in. All local hotels require a 2/3 night min stay to book -The next morning around 10am, I received a call from the local property management to advise that pest control would be there that day 5/10/24no specific time was provided.-I advised that we already left the villa as it was not livable the prev night -The business has tried to offer a refund for one night, advising that the pest problem was not life threatening and there was no reason to leave the villa as it was able to be resolved on the next day.-I requested a full refund, as I also had to book another place for 3 adults and 3 children to stay for the night.-Property : ENC393

    Business Response

    Date: 05/25/2024

    Dear BBB,

    We were sorry to hear this complaint as we had not only resolved the issue within hours of the complaint but we also offered ******** full compensation for the night she left the property - plus a further $100.

    In addition, our terms and conditions clearly state that we reserve the right to rectify any issues or provide an alternative accommodation. ******** had clearly not read these terms despite signing them and took matters into her own hands by simply leaving and not even returning in the morning when pest control had rectified the problem. ******** did not tell us she was leaving which gave us no chance to provide an alternative accommodation which breaks the terms and conditions of our rental agreement which we would be happy to share with BBB.

    Our offer of compensation of a full night stay plus a further $100 was not compulsory but was offered as a goodwill gesture to ******** despite her breaking the terms of the signed contract. In response to this offer, ******** accepted the offer but continued to fight for more compensation. ******** took it upon herself to not return to the property or ask for an lalternative property. Due to her actions, ******** was not due any compensation at all but we had managed to persuade the ground agent to compensate a full night stay as ******** had been a loyal customer.

    if ******** would like to accept the offer of a full night compensation plus $100 which the ground agent authorised  then our offer still stands but we are not able to compensate for days which are unspent as this contravenes the protocols of the contract that ******** signed and agreed with at the time of booking.

    We look forward to hearing from ******** again for her decision on the compensation we offered for the night she left the villa.

    Kindest regards.

    *********************

     Chairman 

Exclusive Private Villas is NOT a BBB Accredited Business.

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