Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While staying at *** ******** in ****** ***** ***** ********, a vacation company property, my husband and I both received multiple bed bug bites. We called the company and requested to move to a hotel. We were instructed to do so and told vacation company would reimburse us in full for the infested condo and pay the difference at the hotel if need be. We booked a hotel that did not require vacation company to pay a differential. We requested that the company reimburse us for cost we would not have had if not bitten by the bed bugs…..a cream costing $15.94 and a cleaning (clothes) bill costing $115.17. We noted that we were in ****** **** for our granddaughter’s birthday party which we missed as well as several other planned events due to our uncomfortableness and although they couldn’t do anything to rectify that, we felt they should at least pay for our medication and clothes cleaning. They refused. I then tried to post a review on their site but was told they would not post it because the situation was rectified and we were issued a full refund. My review actually stated that we had received a full refund!

  Business response

  01/03/2023

  As mentioned above, we refunded the guest in full due to the bed bugs. Unfortunately, bed bugs are a nuisance and the origin of the bugs is untraceable. Our staff was available immediately to assist the guest with their complaint regarding the bed bugs. Section 13 in our guest license agreement states, '...should the Premises be uninhabitable for any reason, Guest, on behalf of Guest and on behalf of invitees, shall hold the Company harmless from all related damages, loss, injury, cost or expense. Company will provide comparable accommodations where reasonable.  In the event Company is unable to provide comparable accommodations, Guest shall be provided a refund of all deposits provided which shall be Guest’s sole and exclusive remedy.' Attached is the agreement signed by the guest, as well as a receipt proving the full refund. Please let me know if you need any additional information. We pride ourselves on customer service and did our best to assist the guest accordingly. 

  Customer response

  01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I am well aware of the contract language. I guess I thought it would just be the right thing for Vacation Company to reimburse us for the expenses we had as a result of staying on their property. I accept the Vacation Company’s  unwillingness to do the right thing. 
  However, I do not accept their unwillingness to publish my review on the page that describes the property and invites reviews. It does not say that they only publish positive reviews. Vacation Company is free to add their rebuttal as I have seen other rental businesses do. In refusing to publish the review, the company says that they made their decision because they reimbursed us in full. In fact, my review says that we were reimbursed fully. I will attach the review I sent.

  Regards,

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

*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. ↩