ComplaintsforMoose Management Vacation Rentals Park City

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to address an issue with my recent Airbnb reservation. I secured the property on July 25th, planning to stay with my family of five for our vacation in **** from July 26th, 2024 to August 1st, 2024.We arrived at the property around 1:30 AM and tried the provided code on both the side and front doors without success. I notified the host around 2:00 AM and waited for about 15 minutes before deciding to rent a hotel to avoid looking suspicious with flashlights at the property in the middle of the night. While checking into the hotel, we received a response from the host around 2:30 AM, and I informed them that we would try again in the morning.Early the next morning, my wife and I returned to the property but still could not gain access. By 10:00 AM, I had to secure another night at the hotel for my family. With no resolution from the host, I notified Airbnb, who intervened and tried to work with the host on refunding my money. However, my request was denied based on their refund policy.After my refund was denied, I went back to the property for a third attempt and found a representative from the host on-site. I showed him videos of our failed attempts to access the property, and he opened the unit, stating that we could occupy it. Unfortunately, by this time, we had already secured a hotel and would not be moving the family again. After working with the host over the afternoon they informed me AirBnB was the entity rejecting the refund, not the host but guilty by affiliation. As a result, I am now out $1,800 for the property, the additional two hotel rooms for the week, and the legal fees I will incur. This is a fresh complaint, and I will update as the complaints are addressed or upon completion of my civil suit.

  Business response

  08/07/2024

  Thank you for taking the time to share your feedback. We take all guest concerns very seriously and strive to ensure a seamless and enjoyable experience for everyone who stays with us. We regret that your recent experience did not meet your expectations, and we would like to address the issues you raised.Upon review of our records, we found that the provided access code was used successfully multiple times during your stay. Our smart lock system logs all entries, and these logs showed that the code worked as intended. Additionally, when our maintenance technician visited the property, they confirmed that the lock was functioning properly and that the access code granted entry without issue.We responded to your initial contact promptly and made every effort to resolve the situation. Our team, in conjunction with Airbnb, thoroughly reviewed your refund request. Based on the evidence, including the access logs and the maintenance technicians report, Airbnb determined that a refund was not warranted. We understand that this decision was disappointing to you, but it was made in accordance with our policies and the evidence available to us.It is important for us to maintain the integrity of our business and ensure that all interactions are conducted in good faith. Your escalation to threats and the mention of legal action is concerning. We aim to resolve disputes amicably and professionally, and we will cooperate fully with any formal proceedings that *** arise.We are committed to providing a high level of service to all our guests and regret that your experience was not up to our usual standards. We hope you understand our position and the steps we took to address your concerns. We wish you the best in your future travels and hope you find accommodations that meet your needs.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We stayed at a rental that is owned by Moose Management. Below are the details: Reservation Number: ****** Property: Retreat at Jordanelle 1052 Check in/out: July 2-5 We stayed at this rental during the 4th of July weekend. We had our entire extended family together for a few days. It is a trip that we had been planning for a while. I was the first to arrive. When I got in the house, it smelt like this nasty musky smell as if something had been rotting/molding in the house. I followed the smell upstairs and when I got there, the thermostat had the temperature at 95+ degrees in the house. I tried playing with the thermostat for a while (probably about an hour) to get the AC going and had no luck. I messaged Moose Management to have them come and fix it. They notified that they would send someone the following day (we checked in on July 2nd and they said they would send someone on the 3rd). This was a 3 story townhome. All of the beds but one were on the top level where it was over 90 degrees. When I asked them what we were supposed to do that night (90+ degrees just is not sweepable), they told us that we are welcome to drive an hour into town to get fans for ourselves. They didn't offer to bring us any. They also told us to leave the windows open and it would cool down eventually. I took pictures of the thermostat at 1am, 2am, and 3am and it was still well over 90 degrees. Their technician tried a few different things thinking it would work and none of it worked. He said he needed a part that wouldn't be available until July 5th. He also let us know that the AC unit had been out for a while (from what he could tell), so it should have been something that was noticed by management before we arrived and fixed. Moose Management has remote access to the AC unit to see what the temperature is at. When I reached out to them for a refund, they denied our request because "they tried all they could" to fix it and because "outside temperatures were cold".

  Business response

  09/11/2023

  The complainant's accounting of the issue is inaccurate and in an attempt to gain monetarily. The home has two AC units, one of which was working to cool the home and the outside evening temperatures dropped to the low 60s in the Park City mountains. Every attempt was made to facilitate a repair during the guest stay. While we regret that one of the two AC units were not working, the mountain temperatures were not uncomfortable. 

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  If "every attempt" to fix the AC unit was made, then why wasn't it fixed? This should have been something that was caught before we even arrive.

  I did mention that there were two AC units in the house, but the one where the beds were was the one not working. Hence the 90+ degrees on the level where EVERYONE is supposed to sleep. And sure the temperatures were cold outside, but we weren't camping. We paid a lot of money to get a big rental for the whole family. Homes are insulated which means it's built to keep temperatures from the outside out. Although we had windows open all night (if you haven't been to the unit, it's right by a busy highway), it still didn't cool down below 78 the entire night (look it up, you have access to it).
  

  Since we only had one bed that was on a level that was sleepable, everyone but 4 people from our family drove to Salt Lake to a different house to sleep every night. That's not what we paid for.

  Can you also explain why you think it's okay to tell us to drive an hour to get fans for ourselves when we are on our vacation? That's the least your company could have done.

  We originally weren't even asking for our money back, just some sort of compensation for not getting what we paid for, but now we want our money back. Your companies lack of accountability and inability to own up to your mistakes tells the story.

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented from Moose Management a studio 1. I called they said the unit has 700 sqft. When i arrived the unit had a maximum of 300 sqft 2. First two nights the temperature in the unit was about F 57. way below the livable temperature 3. The pics and the unit where not the same. They did not match. 4. The condo was filthy and dirty 5. The condo had a constant smell 6. It is not a place where tourists can stay and have a good time while skiing. The entire complex is for construction workers. 7. The management company does not respond to phone call, the prefer to communicate by SMS text 8. Last day they threw my belongings in the hallway after charging the fee for $60 for late check out at 6pm as agreed and after being informed of the late check out 9. Their action was only so that they can charge more in additional fees 10. Items were stolen from the management company. They stopped responding when confronted and advised me to call the police. I did call the police who had to call them so that they respond . Damage of items taken is estimated at about $1500 usd 11. After police being informed about their actions they send a letter that they dont want to be contacted anymore 12. Management company engages in practices that are dishonest. THey are running The prospector as an airbnb although its a hotel 13. They would not communicate the address to where the initial key has to be picked up. 14. The hairdryer in the aparment was broken 15. There was blood on the apartment walls 16. The coffee machine did not work 17. No heat in the unit 18. Several lamps did not function - no light 19. ****************** did replace those items but only a few days later 20. The towels where not clean 21. The unit had cat hair on the floors 22. The carpets where stained. 23. Not a place where a tourist can stay to have a good time skiing in park city

  Business response

  04/12/2023

  The guest disregarded all rental rules and had to be evicted from the property. The guest complaints are in retaliation and are unsubstantiated or blatantly false. 

  Customer response

  04/13/2023

   
  Complaint: 19927857
  
  I am rejecting this response because: First the statements of the business are false. The temperature in the apt was 57F.  I did obey to the all the rental rules. Second the management acted in bad faith and threw belongings in the hallway after charging a few  Police documented their bad faith behavior. Third all the statements above are correct. Fourth company should be banned for doing business in the hospitality industry as they are disobey rules and are dishonest
  
  Sincerely,
  
  Tudo Coms

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