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Business Profile

Vacation Rentals

Welcome Mat Vacations

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    *************************** Welcome Mat Vacations (WMV) stopped providing owner revenue statements and revenue on a short term rental apartment they were contracted to manage. Despite multiple attempts to communicate with *** for 6 months, they have not provided payment or adequate truthful explanation and I terminated my contract with them. They owe me more than $7,000 and have not removed or deactivated my listing on booking sites which prevents me from resisting the property with a new property manager. They have removed my access to the owner portal and I had to change locks to prevent them continuing to rent out the unit without my permission.

  • Initial Complaint

    Date:11/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 property through VRBO who used Welcome Mat Vacations in ********* ** on 6/11/23 for an upcoming wedding. Our dates booked are 12/6/23-12/10/23. ******************************* was the concierge who owns WMV that we were to communicate with. We asked to host a bridesmaid tea on Friday 12/08/23 from *****am for 30 people. We were told that would be great but we would have to secure one of their caterers and meet some other requirements. I emailed them back the first week in Sept to tell them I had secured one of their caterers and we could follow all the rules they had. I never heard back from ******. My husband sent emails since he was the one who booked the reservation and didnt get a response either. In the meantime we saw on the internet that the property we had booked in good faith was permanently closed. We again tried to contact via email and calling WMV to no avail. On 10/7 my husband was charged the remainder of the amount to complete the payment on the property along with a service charge. We have contacted VRBO who is also trying to contact her with no response. I contacted the BBB to file a complaint and they said they were told ****** has sent 5 emails cancelling the property and to refund our money and we have opened all of the emails. We have looked at all of our current emails, all our trash emails as well as all our junk emails and nothing has been sent. We would like to see the emails sent by ****** as well as the dates they were sent and also refund of all our money we have paid. We just need confirmation the booking has been cancelled and a refund or that our booking is still going to happen.

    Business Response

    Date: 11/14/2023

    This issue is with you and VRBO. Thank you. 

  • Initial Complaint

    Date:05/31/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    ****** is the owner of this so called business. ****** has not provided any monthly statements on our rental properties. This is required. She has not sent this months rent for our properties. I text her and no response. Last months rent was sent, but no statement provided. She said one of the tenants is only paying partial rent. Don't know because no statement have been sent. I hired a new manger and she has not provided him the information. He needs to start my account on June 12th 2022.

    Business Response

    Date: 06/29/2022

    Business Response /* (1000, 8, 2022/06/22) */ *** and his new manager have received statements, rent rolls, and security deposits. They have even cashed the security deposits so they have been confirmed received. We have email proof of *** receiving this and the proof the the deposits being signed for.

Welcome Mat Vacations is NOT a BBB Accredited Business.

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