ComplaintsforVacation Rental 365

• Initial Complaint

  08/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We rented a vacation home through Vacation Rentals 356 from the dates of July 18-July 25th. The property was advertised as accommodating a certain number of people and a certain number of queen size beds. The listing turned out to be inaccurate and ***** admitted as much when the error was pointed out. The listing was corrected during our stay and we waited a day to see what reparation would be offered, as our party could not be properly accomodated. The following day, the hot water stopped working at the property. The hot water continued to fail almost daily, and their maintenance company eventually showed us how to relight the pilot light on the water heater, which we had to do multiple times a day. When pressed to provide a refund of some kind, ***** became aggressive, asked highly inappropriate questions, and became verbally abusive. He then accused our group of "trying to get a free vacation" and then offered $150. We had paid almost $9,000 for the week. Beware.

  Business response

  09/01/2021

  Please see the attached letter for my full response to ***************************** ID # *********. 
  
  In summary this guest has threatened, harassed me and my business, my owners, and now is trying to extort us, in providing a full refund when they stayed for their entire stay. ($8,488). 
  
  We have full documentation on all points.
  
  1. Hot Water Tank works perfectly and has worked every since their departure. I had a professional tech inspect the hot water heater 2 days after their departure and confirmed it works perfectly.
  2. I have it documented from the owner of the home who stayed 3 days after their departure and had over ************ their group and had no issues with the hot water tank.  
  3. I have attached their signed rental agreement stating they had 4 couples in their party therefore they would only need 4 bedrooms with Queen or greater. There are also 4 other bedrooms including Two Bedrooms with Full Size Beds, Two Bedrooms with bunk beds, that adds up to a total of 8 bedrooms.   
  4. Link to our website https://www.vacationrental365.com/vacation/rentals/54-granite-creek-estate-both-homes 
  5. Ive attached email communication showing the guest requested a full refund and nothing else would be considered. That is not a fair and honest request when they stayed the entire stay. 
  
  
   
  
  
  Sincerely, 
  
  
  
  ***** D
  Owner at Vacation Rental 365

  Customer response

  09/03/2021

   
  Complaint: 15730619
  
  To Whom It ********************** this "response" took one month is astounding, as it does nothing to address the issues but does much to make wild claims and accusations. Simply put:

  1. The hot water working after our departure does not disprove its dysfunction during our stay. 

  2. A signed rental agreement does not rebut our claim that the listing was inaccurately advertised when we made our reservation. It remained as such until we pointed out the mistake and complained after one night. We are claiming dispute over our rental agreement. We attached documentation that ***** corrected their listing during our stay when we submitted our original BBB report. Their website reflects their change.

  3. Yes, we request a full refund. Our email correspondence is neither harassment nor extortion but, an attempt at reparation for a ruined vacation and a breach of contract. This was escalated due in part, to the unprofessional demeanor of *****, the owner, who when confronted with his mistakes became abusive, belligerent, and aggressive. Our whole party was extremely uncomfortable for the rest of our stay and indeed, would like a full refund. $8,488 is indeed correct.

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

*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. ↩