ComplaintsforBoise BnB

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 26 of this year we decided we would visit my granddaughter in ***** for Christmas. We booked through VRBO. That evening my husband got sick from visitors we had over Thanksgiving. My husband had a kidney transplant less than two years ago and has no immune system. His doctor suggested that we not make plans to visit anywhere during the holidays including Christmas. Therefore on 28 November barely 2 days later I contacted VRBO to see about canceling this and getting a refund. It was then that I learned that Boise B&B advertised on VRBO website their listings. Thats the way VRBO put it. And VRBO had no ability to help me. I sent several emails through the contact host on VRBO and also called Boise B&B at ************. I spoke to a *****, who said she had received my numerous messages, but did not have time to contact the owners as of yet. She was dealing with six or seven different issues with her current rentals, including heaters, being down and things of that nature. I said, no problem just get back to me after youve resolved those issues. I have not heard back from her. She did give me a partial refund. She said she would ask the owners about giving me a full refund because of the circumstances and because it was just basically a day and a half from start to cancellation. And, there was plenty of time to re-rent the property. I understand there is no obligation for the owner to refund my balance although I did not realize that at the time because ** used to dealing with VRBO and did not realize this was not VRBO since I booked it on VRBO with all of my VRBO credentials. It was all a little confusing. However, it would be nice if they would at least get back to me and tell me no, were not going to refund your money because we dont have to. Would it be nice if they did yes. I realize they dont have to but at least a response would be appreciated. The total charge was *******. They refunded all but ******.

  Customer response

  02/03/2024

  -**** this reservation went through VRBO, they said (letter attached) that BoiseBNB was just advertising on their site.  I was not aware of this when I made the reservation.  So, VRBO passed the funds to BoiseBNB and was not able to refund.  They gave me BoiseBNB's number and said I should contact them direct, which I did.  Thank you-

  Business response

  02/14/2024

  Hello, 

  I apologize that we did not follow up with you. We do, do our best to respond to all guests within a 2-hour window at most and follow-up with every guest. We clearly did not follow up with you after the fact and for that we deeply apologize. We do have sympathy for your situation and the circumstances were very unfortunate that you needed to cancel your trip. Per our cancellation policy that is clearly stated everywhere, you were due a 50% refund which we gave to you. It's not as simple as "could rent it again"....there are booking windows in the time travelers' book in advance, and this reservation was so close it missed that booking window, then rates discount...and ultimately, it is up to the owner to ***** the refund. In this case, they did not, as yes, we should have gotten back to you, and again apologize that we did not.  You were given the appropriate refund due, and we are sorry for our lack of follow through.  

  Customer response

  02/16/2024

   
  Complaint: 21037944
  
  I am rejecting this response because:
  The biggest thing they mention is the booking window. I booked on a Sunday and attempted to cancel on Monday afternoon after my husband spoke to his doctor. If they wouldve responded sooner, it couldve been put on the market sooner but in the end it was off the market for less than two days. There was plenty of time to obtain a new renter. I would be happy at this point if we could split the difference. 
  Sincerely,
  
  *********************

  Business response

  02/28/2024

  I did respond to this immediately when contacted, I made it a priority to send a response that day.  I had written a long explanation at the time which I don't have the capacity to do today. 

  Unfortunately, the owner denied the refund request. I should have communicated that back to the guest, and I apologize that I did not. The amount of the refund she received is correct per our refund policy. 

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

  Customer response

  02/29/2024

   
  Complaint: 21037944
  
  I am rejecting this response because:
  Greed happens!
  
  When I spoke with her, she indicated that I was still a month away, and that she had all of these urgent issues to deal with such as heaters being out and numerous other things that I cant recall specifically. Im sure she realized at that point that time was of the essence, but chose to put me off.
  
  I guess this end the conversation as it is not worth wasting more time on.
  
  Thank you BBB for your help!
  Sincerely,
  
  *********************

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