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:01/30/2025

  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.

  In September 2024, we rented a vacation home in ************ OR, through ITRIP Vacations. We arrived late in the evening on a Friday night, due to a flight delay. When we finally gained entrance to this place, we were hit with the stink of greasy old food, mildew, and mold. Ia about 5 minutes my wife's allergies were triggered, most likely by the mold. I contacted ITRIP, and told them about the issue, and they gave me the run-around about having to contact management in the morning. I told them the allergy problem was not going to allow us to stay there, that we were leaving, and that I wanted a refund.They ignored the health issues,and declined the refund request because of the date limitations in their rental agreement. I attempted to obtain a refund through my credit card company, but ITRIP refused that as ******* should be a priority to consider a customer's health in such situations, but **********************'s only concern was to keep our money. We would up having to stay in a motel, causing us to pay double for our stay.Therefore, I appeal to the BBB to facilitate our refund request.I have attached a copy of the review I posted on YELP about this misadventure, including some pictures of the deplorable conditions.

  Business Response

  Date: 01/31/2025

  We take the safety and comfort of our guests very seriously, and we are sorry to hear that you were worried about mold during your stay.
  To address your concerns, we want to assure you that the property has undergone a thorough mold inspection, and the results confirmed that no mold is present. We understand how unsettling this can be, and it is important to us that you feel safe in your environment. The home is not newly constructed, and while older properties may sometimes show signs of wear, we ensure regular maintenance and inspections to keep everything in optimal condition.

  Please let us know if you have any other questions or concerns. Were here to help and are committed to providing a safe and comfortable stay.

  Customer Answer

  Date: 02/10/2025

  My official statement in response to ITRIP letter:

  This response from ITRIP does not really address the main issue initially put forward.

  I noted that my wifes allergies flared up within  5 minutes of being in this rental. Her allergies get severe at times to the point where she is bedridden.

  This is why we called the ITRIP people and told them we could not stay there. The manager on the phone said they could do nothing until the next morning.

  ITRIP responded that their contract did not allow us to cancel.

  They said nothing initially about health issues. AND I should point out that even with being in this rental for maybe a half hour, the allergies continued to flare up for about *************************************************** the rental even one night?

  It is all well and good that they inspected and cleaned the place AFTER WE INFORMED THEM WE COULD NOT STAY THERE! But it does nothing to relieve the initial allergy problem.

  And ITRIP seems to have no concern that we had to pay DOUBLE for our stay in ************. I can only infer that their main concern is keeping our money. And that is a very poor way of doing business.

  ITRIP should offer an immediate refund in the very least.

• Initial Complaint

  Date:10/25/2024

  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.

  We rented the iTrip, ******************* in *********. We requested an early check in for the day of our arrival [10.9.24]. We were granted the early check-in of 1pm instead of 4pm for $60. When we arrived at 1pm the code we were given didn't work. We tried the code given to us multiple times. While trying the code we noticed a lot (20+) insects/bugs above the front door and kitchen window. We called iTrip, & the guy we spoke to didn't know much about the property. He told us he would contact someone who did & have them call us. We finally entered the cabin at 1:33pm. Once in, we toured the cabin to check that everything was good. Walking through the cabin, we killed a few *************** We didn't think anything of it because in a cabin you may come across a couple of outside crawlers. While unpacking, we killed a few more bugs & insects. They looked like the bugs that were above the front. Again, we didn't think much of it, this wasn't our first cabin in the *****. As time went on, we killed a couple spiders & more insects. It wasn't until we started to cook that it all became too much. We had to kill a couple of bugs in the kitchen while cooking & they weren't on the floor. At that point, we looked at each other & said, okay, this isn't normal. We contacted iTrip, they asked if we had pictures. It didn't cross our minds to take pictures before killing the *************** So we took pictures of the bugs outside above the door to show the type. Their response, you're in a cabin in the ***** & those bugs are harmless. Harmless pests can still be a nuisance & impact the habitability of a cabin. We'd been in the cabin about 3hrs & knew the presence of the bugs/insects in the cabin would get worse once the sun went down. They responded & said, we understand that it's impacting your stay, however we are unable to provide you a refund. If there's anything we can do/provide to ensure your comfort during your stay, do not hesitate to let us know. We booked a hotel & left

  Business Response

  Date: 11/08/2024

  Thank you for sharing your feedback with us. We're truly sorry to hear that your stay did not meet expectations, especially regarding the presence of seasonal boxelder bugs. These insects are indeed harmless but can sometimes appear for short periods during specific seasons. We understand how this impacted your time with us, and we apologize for any discomfort caused. Our team was pleased to arrange your early check in and assist with the door code. While there was an initial delay in accessing the property due to our lock malfunction, were glad to have resolved it promptly within 20 minutes. After hearing your concerns, we offered to assist further to make your stay more comfortable but you demanded a full refund for your troubles. After we declined but continued to offer support, you felt the need to depart. We understand the frustration this caused and regret you experience. Many of our guests do find the cabin a peaceful retreat, during all of our seasons. Should you choose one of our other properties in the future, please reach out directly, and well be happy to ensure you have a more comfortable and enjoyable time. Were confident that our other reviews reflect the positive experiences the majority of our guests have when choosing our home. Were always here to improve, and we appreciate your insights as they help us continue to provide enjoyable stays for all of our guests. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22473708
  
  I am rejecting this response because:

  There are a few things that need to be addressed due to the deceptiveness of the response from iTrip Northwest. The team being pleased to arrange early check was not done in a complimentary way. It was done for a fee of $60, which we did not hesitate to pay. We knew we would have to pay something. The time that we were delayed in entering the cabin was put in the complaint to establish the lack of customer service and preparedness. ********************** stated that after hearing our concerns they offered to assist further to make our stay more comfortable. Again, deception, there was never an offer to help. We called the number to contact iTrip and explained what we were experiencing. We said we felt it would get worse as the sun went down. That we didn't feel comfortable staying when we've seen this much activity in the cabin and we'd only been there 3 hours. We were asked if we had pictures. We told iTrip that we didn't think to document the bugs/insects as this was not our 1st cabin. Only when it became evident that we would continue to see bugs/insects did we decide to call to see if the company had solutions to help. We took photos of the bugs from outside to show the type we were seeing the most inside the cabin. We asked, not demanded that we be refunded half of our payment as we were not comfortable staying yet alone sleeping in the cabin. We asked for half of the payment because we understood that it's a business and felt that a partial refund of half would have been the right thing to do. We were told that they would speak with their team and get back to us. We were texted the following from ******.

  
  We would like to
  apologize again that this was
  part of your experience upon
  arrival. However, the house
  being located in the middle of
  the forest, these are actually
  harmless and seasonal bugs.
  We understand that its
  impacting your stay, but we are
  unable to provide a refund at
  this time.
  If there's anything we can do/
  provide to ensure your comfort
  during your stay, do not
  hesitate to let us know.

  
  There wasn't a time that iTrip offered any solutions of help regarding the complaint as they stated in their BBB response, again, deception. 

  Now, to respond to the experiences of other guests. No one is discounting their experiences in the cabin. However, their experiences have nothing to do with our experience. To include these feels dismissive of our experience, which is the same tone we got from iTrip when we originally complained. The reviews and pictures are what persuaded us to book the *******************. Our experience in the cabin is ours and ours alone. To dismiss us and then be deceptive when responding to our complaint isn't surprising. From the start of this when we were in cabin to now has been a tone of too bad, so sad. Everything can't always be great, smooth or perfect. Things happen and if a company can't take a complaint in the midst of compliments says a lot. We decided to lodge this complaint with the BBB for a full refund because we felt pushed aside when we initially requested just a partial refund. We were willing to "eat" the other half of the payment because as stated, we know it's a business. However, that business didn't extend the same courtesy. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/31/2024

  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.

  We rented a house from iTrip after our house was destroyed by the storms of January 2024. We stayed from Jan 31st to Mar 1st. We were informed on the move-in day that the house was infested with bugs. Our insurance company found the rental, so we didn't have much choice but to stay here and iTrip assured us they would help. I expected that meant immediately. After four days of not hearing anything from them, we just stayed on top of cleaning (capturing up to 200 bugs in one day). After THREE WEEKS into a month-long rental, they sent an exterminator who only made the problem worse by using chemicals which just left us with a bunch of dead bugs. We made it through the rest of the rental, but to add insult to injury, they withheld part of our security deposit for damage that was done to the outside of the garage. The garage in on the side of a very narrow, poorly maintained street and we noticed many people using the driveway to turn around. Though we did not cause the damage, and we do not believe we should have to pay for it, they basically just said, It's coming from your insurance anyway. Have them contact us! When we asked for supporting documents of the damage, they refused to supply anything more than the invoice for a company and a small, photo of a crack but no other reference. They have ABSOLUTELY no evidence that this damage was caused by us and it is our belief that the crack was there prior to our move-in. We believe that this is "normal wear and tear" caused by a garage that is located on a narrow street and not protected from people turning around. They are using our money to fix pre-exisiting damage to the house. Because of the bug infestation, we were unable to use large portions of the house (not least of which is the deck which was a major selling point) so we asked for a refund of a portion of our rent.

  Business Response

  Date: 04/19/2024

  As part of any rental process, a thorough inspection of the property is completed prior to move-in. It is the responsibility of the tenant to perform their own inspection as well, and notate any item that is a potential issue during the initiation of the reservation. During the prior inspection, the damage to the garage was not noted. A formal inspection of the property was completed immediately after move out as well, where the damage was identified. The area where the damage was located is not in a public area, it is on private property. Additionally, the damage was not normal wear and tear - it was clear that a vehicle caused this damage. Regarding pest control, we are at the mercy of the pest expert when it comes to servicing timelines. We made every attempt to ensure this was addressed.

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My friends and rented an AirBnb through iTrips (iTrip VacationsNorthwest,*************************************************************, ********************************* Address is: ******************************************************* OR *****. When my friends arrived Friday the 27th at 4pm the neighbor who lives in a converted garage came over and told them they were being too loud when they were just talking inside. My friend called the property mgmt company who told them to "ignore the neighbor". My friend who rented the house proceeded to receive several phone calls from iTrips throughout the evening complaining about our noise even when we were not at the property. We never used more than a small portable speaker and were very conscious of being quiet. Furthermore, we stepped outside the house and test the noise from the lawn and it was never audible. On Saturday the same events occurred where my friend received several noise complaints from iTrips even when we were gone. Saturday night I was in the bedroom farthest from the neighbor with 3 of my friends and I saw a man smoking on the sidewalk right outside our window at about 2:10am. The blinds were closed the whole time. I looked back a few minutes later and his face was up against the glass looking in at us. Our other friends came home about 20 minutes later and said there was a car idling outside of the house. We went outside to look at the car and they finally drove off. I'm very disturbed by the Peeping *** because I had been changing in that room moments earlier.iTrips fined my friend $300 for noise and $200 for smoking when we never smoked inside the house and were not loud enough to hear from the sidewalk. They are saying they have a video of us inside the house which is obviously very disturbing and a major privacy violation. They will not provide the video or evidence of it but I am very concerned about my privacy and the peeping ***. I'm making this report so that this company cannot continue this scam if others are also harassed and violated by them.

  Business Response

  Date: 11/14/2023

  First off, I do want to say that there are no recording devices in the property at all. We would never allow such a thing. The neighbor who lives on the property as well, was upset at both the noise levels as well as the smoke wafting into their place. When they went to go speak to you about this issue they obviously could see your drug paraphernalia and lighters on the table. Regardless of inside or outside this is a non-smoking property so even if you were smoking outside, the smoke was getting into the main house and the neighbors home which is not acceptable. There are quiet hours after 10:00 pm. This wasn't a quick blip of noise and all was fine. This was incessant noise over multiple hours and multiple complaints without quieting down. We have managed this property for years. This is the ********** we have had to issue. Calling this a 'scam' after hundreds of stays and thousands of guests have enjoyed the location is ludicrous. 

   

  Customer Answer

  Date: 11/17/2023

   
  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

  Date:11/02/2023

  Type:Sales and Advertising 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 stayed at a vacation rental hosted by itrip Vacations on 10/11-10/15. When we arrived we walked through the home, which was quite nice, aside from an air hockey table that had a huge dent on the top and an electrical cord that was cut in half. Since the dent had wear around it and the cord were in such bad condition, we didn't think twice about the condition being poor, it is a rental house used by a lot of folks after all. We were disappointed, but not enough to complain. Several days after we checked out I received an email from the host that we were being held responsible for that table! They charged me $900 and did not contact me to authorize the transaction before they ran my credit card. I was shocked! The 3 other families all noticed the damage as well, provided written testimony that we did not cause the damage, including my own testimony, that the damage was already there. The picture they provided even had wear marks around the dent (picture provided). We now believe that they didn't notice the damage with another guest and are trying to pin the damage on us to cover their own incompetence. This is not a trustworthy company. All future customers and vacation homeowners should be aware.

  Business Response

  Date: 11/14/2023

  We really don't like charging guests and do it incredibly rarely. We undertand it was your 50th birthday party and you had a lot of friends there as you ad mentioned. There was quite a bit of party decorations, decorative stuff with kids writing, the hot tub was green with use and the filter was almost black. The hot tub is serviced after every stay. This is only to say we could tell there was heavy use in a birthday setting at the property.  Our cleaner who has nothing to lose in this, adamantly stated that this damage wasn't there. If she said she couldn't remember, or wasn't sure, no big deal, she wouldn't be in trouble as sometimes things are missed in the moment. We do know how important it is for amenities we offer like the air hockey table, hot tub, etc are all working when a guest arrives as if it didn't it would result in phone calls and poor reviews. I wish there was something more we could do here. Our only goal with the charge was to get the home back to the state we believe we gave it to you in. 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20818677
  
  I am rejecting this response because:

  While the house was used for a small gathering of friends for a 50th birthday we did not cause the damage we are accused of and the entire group has testified that the damage  to the air hockey table was existing. We have one cleaners word against 9 professional adults.  Their reluctance to take responsibility that a previous party damaged the air hockey table and attempting to blame us is fraudulent and we have concluded at this point, a scam. Itrip is attempting to recover previous damage someone else committed by charging our party attempting to recoup money from their mistake!  If the cleaner is responsible for taking inventory of the state of the home after guests leave, then a mistake was made and they do have consequence if they have missed previous damage. This most definitely is a conflict of interest.  This is outright negligence on the part of Itrip and we do not accept this resolution. Itrip is a fraudulent company who is trying to charge tenants for damage we did not commit. All future parties should be aware of the company who is managing their rentals.   

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

• Initial Complaint

  Date:04/01/2023

  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.

  I stayed at an iTrip property from March *****th. Initially the property appeared moderately well maintained buy there was a tripping hazard in the bedroom that was covered by a rug. Additionally the hot tub was not cleaned prior to my arrival and gave me a very bad rash, which has been noted by several other guests in the booking reviews. The property manager was **** and dismissed my concern and did not refund the cleaning fee instead offered a discount for a ***********. Why would a guest return if they were exposed to bacteria in an unsanitary hot tub?? This property AND the management company seems to have some problems that need to be addressed.

  Business Response

  Date: 04/06/2023

  Thank you for reaching out to us. Every one of our hot tubs is serviced by a professional service between each stay. The testing's before and after were completely normal. I am so sorry you ended up with a rash but for all our research and effort we can't find out where it was from. Guest from before and after haven't presented with any similar symptom.

   

  While I can't provide you a refund, I would be glad to help you with a substantial discount for a *********** at any of our properties. Please reference myself and this issue before booking at ******************************* and we'll help however we can.

   

  Warmest regards,

   

  iTrip Northweset