Complaints

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented this property and am currently staying here attempting to resolve the issue but have sent 5 emails, tried their "live" chat, and left numerous voice mails with one response that was not followed up on. The issue is that I arrived and it was over 90 degrees in this "air conditioned" unit. With the AC running non stop, it hasn't been below 80 degrees. There is a foul smell in the kitchen that smells like ammonia. It is NOT as advertised and I am wanting a refund for nights not stayed and I will leave. I will gladly have the amount prorated for the nights stayed but want a refund of the remainder AND the deposit.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/09/14) */ We have resolved this with the customer Consumer Response /* (2000, 7, 2022/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company attempted to change rooms which did not resolve the issue. They then discounted me for the nights stayed and refunded me the nights that were remaining. I appreciate ***'s involvement, it really helped to reach a resolution. I am trusting my refund comes as promised as it was provided to me in writing.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to reserve a room via this companies booking portal. They require a pre checkin that includes a photo of yourself as well as of your ID and of the credit card you use to reserve the room. They also require you to prepay for the room. After completing all of their requirements. They contacted me saying that the card use to reserve was not that one on file. I only have 1 credit card. They sent a file showing a different charged card. I looked at my credit card portal and indeed my card was charged to them. I sent a screenshot of this to the company. They said they did not receive the payment from my card and threatened to cancel the reservation. At this point I believed it to be fraudulent/a scam. I requested they cancel the booking. I believe they are trying to charge multiple times or scam consumers based on this interaction.

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/08) */ We inform them that we cannot confirm their payment as it is different from the one we received and the one they sent to us. We even had 2 other transactions that went smoothly. One of them even requested an extended stay and we have processed it with no issue. It's only their payment that we had an issue and we did inform them immediately and asked if they could provide a photo of the card that was used to process the payment. We cannot guarantee that the one they are showing us is legitimate and we can't accept it to avoid fraudulent transactions. We even processed a refund to the card that was used to process the payment. The Last photos are the receipt they sent and the receipt we have as well as the refunding of the payment. See attached document of our conversation and copy of their receipt as well as the one we have along with the refund.

*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. ↩