ComplaintsforFamily Time Vacation Rentals LLC

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We rented condo from Family Time Vacation Rentals for Spring Break Ski trip (Family of 4) -30 minutes before arrival we receive text heat is not working-will drop off space heaters. I immediately responded with concern as it was currently snowingand heat seemed to be a necessity not luxury. I then inquired about the outdoor jacuzzi and via text said it should be workingbut within 30 minutes told not working. After I asked if there were any other options they offered a unit an hour awayand then a local cabin. An hour away from the ski lifts was too far so tried the cabin (Not walkable to lift). However, on our way to cabin suv got stuck in snow/ice -had to back down mountain - the entire family was petrified. We called/texted the company to only receive a text that the mtnce guy also got stuck - road needed to be plowed. Due to the safety and security concern decided to go to the condo with no heat. After 3-4 requests we finally received blankets. For (2) nights it was in the 50s and we slept with our ski clothes on. I have reached out to the ************** everyday for a week asking to speak with someone-at one point they said **** would call me however she never did. I have come to the conclusion that they dont care and I will have to approach this another way. At this pointI feel like we deserve a refund for the hardship of no heat and the other items listed: Dirt under/behind coach, laundry door off hinge & leaned up against wall, empty tide bottle on dryer, broken glass in 2 story windows, Inoperable jacuzzi (condo runs $100+ more a night compared to other units exactly the same but no jacuzzi), jets not working in master bedroom tub, dirty dishes in dishwasher on arrival, condo smelled of burnt plastic from the space heaters. Many of those items I would never complain about-but all of it together was just too much. We understand things happenbut we should not have to suffer-and then to be ignored by the rental company was a smack in the face.

  Customer response

  03/23/2023

  Hello-

  I wanted to reach out as the company responded to me first thing this morning- thanks to you guys.  They were agreeable

  To a 2-day refund plus compensation back from the broken jacuzzi.  I would like to close the complaint.  Thank you for your help! 

  Thank you, ***********;

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whispering Pines 5.17.22 paid $1,175.26. Upon entering the cabin the first thing you see is the filthy carpet. There is another piece of carpet that lays in-front of the fireplace which is a hazard because you can trip and fall because it slides out of place. I proceeded to the kitchen and the floor was dirty leaves and fruit left behind and according to the look of the fruit it had been there quite some time. There were dead bugs and cobwebs all over it was disgusting. There was a steep cleaning fee and the cabin was not clean and was disgusting. The coffee maker doesn't work. I then proceeded to the bedrooms, the two bedrooms upstairs were dirty. One of the beds had a blood stain on the comforter and had hair all over on the pillows and the comforter and sheets. Not to mention there were cobwebs in both bedrooms. The cabin is not well insulted and you can hear every word and every step making it extremely difficult for the guests to get some rest. The upstairs bathroom is very short and you will hit your head it's so low and that bedroom is also low on the side of the bed so you have to be careful there too and watch your head. I later on discovered that the only bathtub / shower was clogged. The bathtub did not drain because of all the disgusting junk and hair in the drain it was very unsanitary. Again, something that would have been noticed if they were in fact cleaning the bathtub. So there goes to show you the cabin is not being cleaned or maintained properly and during a pandemic that is an enormous cause for concern. I also found multiple living wasps in the cabin and crawling around on the floor which could easily sting you if stepped on. I was stung disposing one. Also, we had two power outages while we were there from midnight to four am and it was extremely cold during those times. The cabin was not secluded and is surrounded by many other cabins. They are obviously not being diligent property managers because of the state of the cabin as it was filthy.

  Business response

  06/28/2022

  We worked with this guest and gave them a refund.   Also, this guest did not report any issues during their stay. They only reported this through Airbnb after they checked out.   

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