Business ProfileforBlue Pacific Vacation Rentals

I made a reservation through **** for a luxury rental in ********, **. The reservation was confirmed and my credit card was charged on Tues. Thursday I received a phone call at work from Blue Pacific Vacation Rentals - the host- claiming there was an error in the rate charged. I was at work and unable to discuss the matter, much less understand the fast talking representative. I requested they email me with the details. A series of emails ensued, with Blue Pacific Vacation Rentals providing a vague explanation of "the problem", but explicitly offering a different total cost, excluding the **** fee. Today, ***, I had a chance to look at the situation and called **** for their assistance. **** requested I forward them the email that included Blue Pacific Vacation Rentals "offer", which is a violation of VBRO's policy. I was put on hold while Blue Pacific Vacation Rental was contacted by ****. After a few minutes, **** returned to the call, and said Blue Pacific Vacation Rentals mentioned they were "uncomfortable" with my reservation, and canceled it. Wait...what? Blue Pacific explicitly violated the terms with **** by trying to renegotiate the reservation and cut **** out of the transaction, but they are uncomfortable with me? Wonder if they were uncomfortable using the $2.8K for 5 days? BEWARE! Blue Pacific Vacation Rentals' business practices are unethical. I'm thankful I had the sense to involve **** and avoided dealing with Blue Pacific Vacation Rentals directly.

We have been renting and working with guests for over 20 years, and understand confusion can occur when guests choose to book their vacations through 3rd party websites. We reach out to each guest to review details and finalize reservations, and receive rave reviews for our properties and guest experiences. Unfortunately, we were unable to reach this guest initially with regards VRBO to a calendar error with the reservation and had sent messages when the booking was first received, advising the guest we would be calling. We attempted to reach the guest but were told we could not review details with her by phone as she was unavailable during working hours. Regarding the guest comment of "fast talking", the guest stated she couldn't talk once she answered the phone and the representative attempted to explain the reason for the call to schedule a better time for a call. The guest refused. We offered to assist her within her availability and the guest stated she could only email. We attempted to rectify the calendar error with the guest in her favor, but she was unwilling to discuss the matter with **.  ** the rare event of an error with our 3rd party listings we always work to see what can be done to help the guest make the booking work, which is what we were attempting to offer this guest. Rather than reaching out to ** or requesting any further information, the guest avoided our contact, yet did have the time to call another party for assistance. Our House Rules on VRBO state we must be able to speak with a guest prior to proceeding with their reservation and issuing a rental contract that finalizes their pending reservation. We did have concerns with the guest occupancy count for the home for their large group, and she again refused to discuss the booking with ** which made us uncomfortable as we must uphold our rules to protect our properties.  As we do not want any guests uncomfortable with any aspect of their booking or reservation, we offered to fully refund the guest with no questions asked due to the calendar error. Once contacted by VRBO, we advised them of the same concerns on communication, occupancy, and abidance to House Rules. The representative agreed that a cancellation and full refund would best apply due to concerns and the guest's call. We are sorry and apologize that our attempts to work with and assist the guest were unsuccessful per her communication preferences and availability, and we do hope she finds a great location for her fall vacation.