ComplaintsforVacasa

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since windy village c-6, vacasa, and booking.com wont do anything about my crappy rental. Im going to put it on all their sites. Be careful who you rent from. I also dont have pictures of the broken chairs, the broken table, the shower door that didnt latch, the fact the listing didnt say there was no elevator and it was on the third floor. I paid over 1200$ for this listing for a week. It was filthy, broken, and the vacuum alone is an electrical/fire hazard! When I complained to booking.com I was told they wouldnt do any thing to help me. So I tried vacasa and they said its not our responsibility. And I tried windy village they said speak to the tenants who rented it to you we see nothing wrong. It was non refundable and theres no one there to speak to as in a front desk or a manager. So we were stuck!! I have multiple photos but they are not uploading

  

  Business response

  06/06/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. As you didnt report any of these items to us prior to your departure and we were not give an opportunity to address them, we would not provide any compensation.

  Customer response

  06/06/2024

   
  Complaint: 21778486
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  I tried to contact someone after. There was no one on site to contact. Email stated non refundable could not cancel. There was no phone number to contact anyone who could do anything about it immediately. I did not have another 1200$ to spend to try and get another room somewhere else while I waited on probably the same response I got after I complained to multiple people about this space. The same response youre giving me now. 

  

  Business response

  06/13/2024

  Once again thank you for sharing this information. We have a 24/7 guest services line for our guests to reach out to during their stay and local teams in place to follow up on any issues reported. This number can be found in email correspondence as well as in your trip manager. We did report the issues you mentioned to our local team and they did not find any of the broken furniture you mentioned, or any other items that needed addressing when they went to check. No compensation or refund will be provided.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We traveled down to *********** to stay at a home we booked with Vacasa for 753$ plus 45$ for parking . (Advertised parking was 20$ by the way) The night that we arrived there, which was May 24 2024 The air conditioner went out during the night . I contacted them at 9 AM on Saturday morning to let them know that there was an issue with the air conditioner and it was very hot in the unit . We had two babies travel with us That were under two years old, so the heat was definitely a concern . They didnt have someone come out and couldnt give us an estimate of time all day and then finally someone came out at six pm they told us that there was nothing that they could do to fix it and that the owner would call us. It was hot in the place so we went to eat dinner to cool off. It took the owner two additional hours to call us. It was dark by the time that they called us and let us know that they had nowhere else to put us and the only places that were available were $1800 and they would not be paying for that. Ruined our vacation and we ended up having to drive home with our babies that night at midnight. I still have not received a refund for the parking and the fact that they canceled the reservation and didnt put us up anywhere sickens me. We spent money on food that we ended up not using we spent gas and the time with family that we cant be back

  

  Business response

  06/05/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. We scheduled the ** repair as soon as we were able. When something like this occurs we do our best to find a comparable home for guests to move to, unfortunately in this instance we did not have anything comparable and so you were refunded in full. 
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were told that at this airbnb location we would have access to 24/7 support as well as appropriate cleaning supplies (laundry pods) and living supplies (towels). On the first night of our stay at 11 PM one of our guest (a small child) threw up on the carpet and in the bathroom. While attempting to clean I found there were no cleaning supplies on site or any laundry pods. I called customer service at 11:30 PM and was told to use paper towels to clean and that they would have a cleaning crew reach out to me at 7 AM the following day. I also sent a message to Vacasa with a recap of phone conversation and to remind them I don't have the cleaning supplies that were included in my purchase. The following day at 10:24 AM I had still not heard from Vacasa so I messaged them again. I was told they would follow up and to stay close by. I asked for the already paid for supplies that were suppose to come with my reservation and I was told to look around the site for the cleaning team myself. I was also told I would need to purchase my own supplies that were suppose to be provided with my reservation and part of the total I already paid. I called the support team. I was told that there was no update and the cleaning crew would reach out to me. 14 hours after my "urgent" incident was reported I submitted a request for a partial refund due to no communication or attempt to a resolution made by Vacasa. I was messaged and told I would receive cleaning supplies within 90 minutes. Almost 2 hours later I was provided supplies to clean, no crew to clean as promised when I called the first time. I was also told that I would be receiving a partial refund and would get more information that evening or the next morning. I did not hear back from Vacasa so I reached out again at 9:42 AM and was told the person was waiting to hear back from the manager. I reached out again at 3:58 PM and was told to reach out the following day. I reached out again today at 8:06 AM and have been ignored.

  

  Business response

  06/05/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. While we understand that the lack of starter supplies caused an inconvenience for you, we feel as though the compensation of 134.50  provided is sufficient. While delayed we were able to provide the missing supplies and you did finish out your stay so we would not provide a full refund in this instance.

  Customer response

  06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently stayed in a Vacasa rental house (May *****) and reported issues with the cleanliness of the home on the morning of the 18th. The house, which I admit was listed as "pet friendly", reeked of dog. I wasn't traveling with pets and chose the house based on other amenities. There were two very large dog beds in the two main bedrooms, which were not listed in the property description and not shown in any photos. There were large clumps of dog hair stuck to the legs of every chair in the house. We then discovered food crumbs on many of the floors, food crumbs IN the bedding (between the sheets), a large shard of glass on the floor under the coffee table, large cobwebs, dirty socks and various other items under the furniture and in the corners of rooms. The house had clearly not been cleaned. I texted the support center describing the issues and sent photos. I was assured that someone from the local office would be in touch. By the end of the day no one had contacted me. The second day I initiated another text about the situation. I was again assured that the local office would be in touch but nothing. On the third day we checked out, having had to clean up the house ourselves and still no response to my complaint. I have since called and emailed Vacasa and each time I'm told that there's "no update" on the issue and that I should "wait for the local office to contact me". I have requested that the cleaning fee that I was charged, as well as any kind of administrative fee, be refunded as I not only had to clean much of the house myself but I have also not benefited from any kind of response from the administration ($419). My request has not been addressed 10 days later.I submitted a full review of the house and my issues to the Vacasa website. Not surprisingly, the company only posted a few of my comments about the dog smell and hair and left everything else out.

  Customer response

  05/28/2024

  Just wanted to upload the receipt for the stay.

  

  Business response

  06/02/2024

  Thank you for reaching out to us here. Unfortunately we are unsure as to what the complaint actually is, as there is nothing provided other than some photos and a receipt. Theres no written description of the issue, nor what the guest is hoping to gain from the complaint. That said, we are unable to respond with any kind of solution. 
  
  

  Customer response

  06/02/2024

   
  Complaint: 21767554
  
  I am rejecting this response because:

  The business clearly didn't see the text of the complaint - only the attachments.  I am including the original text of the message here...
  
  
  I recently stayed in a Vacasa rental house (May *****) and reported issues with the cleanliness of the home on the morning of the 18th. The house, which I admit was listed as "pet friendly", reeked of dog. I wasn't traveling with pets and chose the house based on other amenities. There were two very large dog beds in the two main bedrooms, which were not listed in the property description and not shown in any photos. There were large clumps of dog hair stuck to the legs of every chair in the house. We then discovered food crumbs on many of the floors, food crumbs IN the bedding (between the sheets), a large shard of glass on the floor under the coffee table, large cobwebs, dirty socks and various other items under the furniture and in the corners of rooms. The house had clearly not been cleaned. I texted the support center describing the issues and sent photos. I was assured that someone from the local office would be in touch. By the end of the day no one had contacted me. The second day I initiated another text about the situation. I was again assured that the local office would be in touch but nothing. On the third day we checked out, having had to clean up the house ourselves and still no response to my complaint. I have since called and emailed Vacasa and each time I'm told that there's "no update" on the issue and that I should "wait for the local office to contact me". I have requested that the cleaning fee that I was charged, as well as any kind of administrative fee, be refunded as I not only had to clean much of the house myself but I have also not benefited from any kind of response from the administration ($419). My request has not been addressed 10 days later. I submitted a full review of the house and my issues to the Vacasa website. Not surprisingly, the company only posted a few of my comments about the dog smell and hair and left everything else out.
  
  
  Sincerely,
  
  *************************

  

  Business response

  06/13/2024

  Thank you for taking the time to share this information with us. We are sorry for any inconvenience you experienced during your stay. It appears as though approval was given to refund your cleaning fee of ******, unfortunately it doesnt look as though the compensation was actually processed. We are happy to go ahead with this. As your reservation has already processed through our system we will not be able to refund the card on file. We will need to process the compensation via check. If you would please verify for us, the best mailing address we will submit the check refund request. It will then take 4-6 weeks for processing and delivery.

  Customer response

  06/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Will you forward my mailing address to the business or should I contact them directly?
  
  Sincerely,
  
  *************************

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

  Downingtown, ** 19335

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a reservation at a property in the ************** that was managed by this company. The first night we got there, when one of the beds was sat on, the bed imploded! My wife twisted her knee (she has replacement surgery in 2 weeks), and I wrenched my back( leading to pain which I still am having). Now the company tried to fix the issue by sending air mattresses for the night, however the air pump had batteries that were not working. This lead to me sleeping on the hard floor, while my wife got the well used couch. The next day we tried to get a time where they could fix the issue, but we could not get a time ti the following day. The day after another night with no be we got a very nice worker who was nice enough to share that he was there to fix a pervious bed for the same issue. We think this is a horrible malpractice of the company. If they knew one was bad and did not check the rest of the beds, they are at fault. We should get refunded our money. We sit here in pain, had a ruined trip, and they knew the beds were worn down. This is not a way to treat your customers.

  

  Business response

  06/04/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. The air mattress was a temporary fix to get you through the night. Our team did show up the next day, however they were unable to reach you via phone or at the door for permission to enter the home and address the bed. Our team did arrive the next day to fix the issues. Our team routinely checks for maintenance issues, though we do not typically lay on or try out beds/furniture. Obviously this is not a common occurrence. We worked to address the issue as quickly as possible. We have reached out to our local team to see if they are willing to provide a credit or compensation. We appreciate your patience while we wait for their response.

  Customer response

  06/12/2024

  While this is not a common occurrence, it happened to me, and to someone else recently in the house, (as per the worker sent to fix the bed) , so that is enough times to check the beds more thoroughly. Also , the airbeds that were sent over at 11 pm had no working batteries in the inflator. Finally the fall has caused pain in my back and leg that are still there today. So I will wait for your response for a refund or credit. 
  
  Thank You 
  
  **************************;
  

  
  

  

  Business response

  06/18/2024

  Once again, thank you for sharing this information and again we apologize for any inconvenience you experienced. Our team has agreed to compensate in the amount of ****** for the bed issue. As your reservation has processed through our system, please confirm the best mailing address and a check refund will be issued. Please note that once we receive the address it will take 4-6 weeks for the check to process and deliver. 
  
  

  Customer response

  06/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at Vacasa #**** *************************** from March 19-April 2. We chose this house based on the pool. First off, the pool heater was not working and required repairman next day. Then we discovered a duck nesting on eggs at the end of the pool. It could not be moved. The duck would often take early morning swims and p*** all over the bottom of the pool. When it became apparent this would impact our use of the pool we asked to move to another property. PS Vacasa staff would never respond to this repeated request. We then asked for daily pool cleaning but this request was also denied. We were paying $686 to heat a pool we could now not use safely while Vacasa was unwilling to pay the $45 avg cost to have someone come & clean it for us. When a Vacasa PS manager told us duck f**** did not pose a health risk, we went to the *** website and learned we were being exposed to a very unhealthy environment. It was then that we began to really curtail the way we used the pool and asked for the pool water to be tested. They refused that as well. Vacasas reason the owner isnt willing to pay for it. NOTE: our contract was NOT with the owner, it was with Vacasa and Vacasa did not uphold their contracted obligation with us. Vacasa chose not to provide ANY type of mitigation to make the pool useable and safe for us. I have spent hours trying to move our concerns up to Vacasas corporate level but they keep sending ALL my emails and calls back to the local PS team. IN OTHER WORDS, BY PURPOSEFULLY KEEPING THEIR CORPORATE OFFICE OUT OF THE RESOLUTION PROCESS, VACASA'S BUSINESS MODEL HAS THE VERY ONES WHO WERE THE CAUSE OF THE PROBLEM BEING THE VERY SAME PEOPLE WHOGET TO DETERMINE WHAT IF ANY COMPENSATION IS DUE.. We would have never chose this house if it werent for the pool. When that became unavailable because they refused to take any action to fix the problem, the value in renting that house was reduced drastically.

  

  Business response

  06/03/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience and while we are not responsible for acts of nature and it is pool vendors are not always available on the daily, our records indicate that compensation was provided. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacasa managed condo - *****************************, ** 5/18-5/25 Per reviews these problems have been occurring since July 2023.Upon checking in we requested the dryer be fixed. It runs then it stops abruptly. Unable to dry clothes. They have sent multiple people to try to fix it and each one is reporting back that it is fixed when it most definitely is NOT fixed. It is now Friday (6 days into our stay) and here we are Friday and the dryer still doesn't work. We were also told Sunday that we would be unable to access our beach access 5/20 and 5/21. The painting did not finish until yesterday 5/23 at noon. We were without beach access. Keep in mind we have a 15 month old toddler and were told basically too bad and that we have to use public beach accesses. This is not possible in Seaside as new laws have been past that allow private property lines to extend to the water. You cannot simply place your beach chairs anywhere you want, as most of the beach front is private property. This is why we booked this property, for the proximity and ease of access to the beach. The linens we asked for took days to arrive and when they did arrive they had blood stains on them. That is a biohazard problem that will be reported to the health department. There were cockroaches outside of the entryway. I have videos and pictures that document all of this. We have absolutely had the worst experience and we will never use Vacasa again. I have had to spend multiple hours a day on the phone trying to escalate this problem with no help. Only to be told, We are sorry for the inconvenience, we will work to fix this. And nothing ever happens. I was contacted once by a upper level representative who offered us $179 for the inconveniences. This whole trip has been an inconvenience and that compensation is a slap in the face compared to the amount we paid for this trip. Unacceptable and I advise others to never use this company.

  

  Business response

  06/02/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that you wre refunded, ******. We feel as though this is sufficient compensation, we would not be inclined to provide anything further.
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April, I rented an apartment in ******* **. I chose the location specifically because of the parking, security, promised quiet, and air conditioning. I was offered early check in but unable to take it. When I arrived, the parking was nowhere to be found. The location was not described accurately at all. Even still I entered the premises as it was late and I was willing to overlook it. Management was also closed for the evening.Once inside, it was extremely hot. I read the instructions on the wall to ensure that I could figure out if that was on purpose, or needed to turn on the A/C and read the explicit instructions to "never remote the tubing of the A/C from the wall/window" and looked up so that I could identify what that meant, and discovered the ENTIRE A/C unit had been removed and placed on the floor, completely disconnected, and was not plugged in let alone running. I also became aware of beeping, and after walking through the apartment, noted the smoke detector alarm - on the vaulted ceiling, behind an inaccessible loft, was beeping. After walking around, I also noted that the room was full of incense (which I am incredibly allergic to) and there were notes on the wall explaining that there would be a loud exhaust fan that ran 12+ hours during the day, which was required, could not be turned off, and was not disclosed in advance. As I was here to attend school, this was incredibly problematic.I left immediately, so that I could make sure management could see that I had not stayed at all. As soon as I arrived at a hotel, I called and reported the problem to Vacasa, who said they'd investigate. I was not contacted until the END of my expected stay by the manager, who acknowledged not reading his emails. He said he would refund my cleaning fee but nothing more and would return my call after looking around.I contacted CS multiple times, and was never refunded anything at all, and never responded to at all. They also deleted my review.

  

  Business response

  05/30/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that you notified our team that you had left the unit and were staying elsewhere. Due that information there was no need for our team to act urgently to address the issues. Our team did follow up as you noted, the detector wasnt beeping, they were not able to detect any odor nor were there any incense in the unit. The ** is a portable unit that was waiting for parts, but the weather wasnt that warm and there is a large sliding door with a screen that could have been opened to help cool and ventilate the home. Your review was not removed, it can be seen on the listing page. We do not have a record of the local team offering any compensation. Typically as you left and we werent given an opportunity to address those prior to you departing, we wouldnt offer any compensation. We do not feel any is warranted at this time.
  
  

  Customer response

  05/30/2024

   
  Complaint: 21756478
  
  I am rejecting this response because:
  

  I stayed elsewhere because of the beeping and was told they would address it quickly, at which point I could have decided if I wanted to return. But no one responded until the day before my departure, where the manager told me OVER THE ***** that they had been sick with COVID and had not even read emails, and offered a refund at very least of the housekeeping fees considering I hadnt stayed in the property. Im not surprised it wasnt documented, and clearly avoided documentation of responses in this case.

  If the property is offered with A/C and there is no indication that the A/C unit will be unavailable during the stay, then it is not YOUR determination on alternative ways to cool the unit. I rented it specifically for the use of the A/C which was not only not available but not disclosed that it wouldnt be, both of which you have admitted here. The listing specifically said it was available.

  The Manager said he had not visited the property in a long time. It is my belief that he changed the battery and is fraudulently reporting the lack of beeping as a result. Once again, had someone addressed the unit sooner then I could have gone back sooner, but was not even responded to. I said I wouldnt return if not addressed; again the A/C unit being a significant reason I left, especially since it was not disclosed at ANY point that it wouldnt be available.

  Additionally, the listing misrepresents the unit as it doesnt acknowledge the same notices posted inside the unit about the exhaust running 12 hours a day.

  Sincerely,
  
  ***********************************

  

  Business response

  06/04/2024

  Once again thank you for sharing this information. Please know that we have teams in each region, so if one person is ill, we do have other people who can work to address issues. As you let us know that you departed and wouldnt be staying, wanting to cancel your reservation, we no longer labeled the issue as urgent as there was no longer a guest in house to assist. Again, we do not feel as though compensation is warranted as we werent given an opportunity to address the issues. 
  
  

  Customer response

  06/04/2024

   
  Complaint: 21756478
  
  Once again, I was told that the issue would be addressed during my stay. I suggested that I have the reservation cancelled, and was told that they would be going out regardless, so that I might return. So while you are telling me they marked it as non-urgent, that information was not given to me.

  Additionally, as you have stated, the air conditioning unit was not available, which means your posting was misleading and would not have provided me with the amenities it promised regardless. As I live in a very hot state, and have numerous allergies, simply opening a window was NOT an option for me, which is why I opted for a unit with air conditioning to begin with. Just because it would have been an acceptable solution for you does not mean it would have been for me. Your previous message stated the parts would not have been there, and it could not be fixed during my stay, once again preventing the ability to use the property.

  At a very bare minimum, my housekeeping deposit should be refunded, as I never stayed in the property and did not require any cleaning as a result - which was what the manager promised when he spoke to me. Because of your companies handling of this issue, I sincerely doubt I would utilize your services again.
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/16/2024

  Once again, thank you for sharing this information with us. Again, you left without giving us time to address the issues. You didnt note that you would be back if they were fixed. No compensation will be processed.

  Customer response

  06/16/2024

   
  Complaint: 21756478
  
  Once again, you have noted in your responses several times that the biggest complaint that I had would not have been resolved, as you admitted that the parts were on order, would not have been available, and that your suggestion was just to go without the air conditioning regardless of the fact that it was advertised to include air conditioning unit. That is fraudulent misrepresentation.

  Additionally, your manager reiterated that because I had not stayed in the unit, there was no need to charge for cleaning.

  And finally, when I SUGGESTED that I would not return, I was assured it would be addressed so that I COULD return. I said ok. As I was in a school event I could not call repeatedly throughout the day to check and I was assured someone would reach out when it was addressed and it was not.

  Sincerely,
  
  ***********************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We checked into our vacation rental 5/18/2024, sheets were filthy and stained with what looked to be ***** and maybe blood stains! Bugs in the room also! Contacted Vacasa and after 3 1/2 of calls and text I was finally ask if I would consider going to wal mart and purchasing sheets and blankets and they would refund me the cost! I ask her to sent me a text stating I was told to do this, in which I do have the text! I also asked that since we had missed our first night of my daughters senior trip if they could refund us that nights cost since I had to drive 15 minutes one way to purchase bedding at 10:30 at night 6 hours away from home by myself! I told her i had to come back and clean strip beds and remake beds and I felt like I should get the cleaning fee refunded also! After 6 days of multiple 100s of text and phone calls and 2 trips to local Vacasa office the refuse to do anything except refund cleaning fee! I was told take the sheets home with me and I said maam that wasnt what I was told! I sent in the receipt with the text message about 6 times! On Tuesday I bagged the bedding took it into the office in which they looked at the sheets and said omg these smell horrible and there was no way they they would have slept on them either! Every time I would talk to someone they would tell me to talk to someone else.. my whole vacation has been affected but this issue! $200 isnt easy for me to loose! I received several calls saying they refunded the cleaning fee but wouldnt be able to pay for the sheets even they I was told to buy them and did exactly as they said and sent I in the receipt. The manager of this property *************************** had refused to talk to me will not respond to May text and I have proof of all this! She told ********************* at vacasa office she did t want to deal with me that they werent paying for any sheets! There were no blankets or comforters and the beds I might add only solid sheets! I feel at this point our whole stay should be refunded,

  

  Business response

  06/05/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that you have filed a chargeback, therefore we would not be able to discuss any compensation/refund.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 19th, we booked an Airbnb in *********, ****** that was hosted by Vacasa. The reservation was for the dates May 24th to May 27th. On May 22nd, our reservation was cancelled by the company due to "construction" that would not be finished by our check in. Regardless of the validity of these claims, we're now left without accommodations as the replacements offered by the company don't fulfill our needs and all other comparable places in the area have been booked out. This was for a large group and all travel arrangements had already been made.

  

  Business response

  05/29/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Were having some difficulties locating your reservation. If you would please provide us with the reservation information and the name associated with the reservation were happy to look into this. 
  
  

  Customer response

  05/29/2024

   
  Complaint: 21749170
  
  I am rejecting this response because:

  The original reservation number provided by AirBnb was 11463211

  
  Sincerely,
  
  *******************

  

  Business response

  06/03/2024

  Thank you for providing that information. Our records indicate that you were refunded in full.

  Customer response

  06/10/2024

   
  Complaint: 21749170
  
  I am rejecting this response because:

  We were refunded less than 72 hours before check in and forced to go with a more expensive option. 

  The cancellation was supposedly due to unforeseen construction costs. However, the address was available to be booked before and after our booked time, so for whatever reason, the ongoing construction issues was only an issue for the timeframe that we booked and not before or after.

  We'd like to be compensated for the difference in booking costs between this booking and the one we had to move forward with. 

  
  Sincerely,
  
  *******************

*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. ↩