Complaints

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at this vacation rental 6/30 thru 7/4 and upon entering, A/C was broken and room was at 85 degree's. Called immediately and wasn't fixed until next day and never dropped below 80. Inquired while there and multiple times, without any return called for "1" night's state which I feel was reasonable. After many unreturned calls, as manager was never there, finally manager ***** called back and offered me 50.00 which was pathetic, I refused, and now ant entire amount refunded due to unit not offering what was advertised for the whole stay.

  Business response

  07/24/2023

  We had AC repair man there Friday afternoon, when it was reported that it wasn't cooling, repair man was able to get it running/cooling and said he would return first thing Saturday morning with a replacement part.  The guest was not without AC.  The guest signed in at check in which does state that refunds are not given (#7).  

  Thank you

  Customer response

  07/26/2023

  [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:

  There response is both wrong and makes zero sense.  A few things

  1) They are saying that when you check in (prior to visiting the room / office is at another building off site) there is zero liability if anything is wrong once you get to the building?  This is fraud. We called immediately after arriving to tell them that the A/C didn't work.  Yes, they did send someone within 2 hrs to attempt to fix it, but as noted, they said he couldn't as he had to get parts the next day to repair it.  Whatever temp fix was made, didn't cool the room down overnight and waking up after a night where the temp didn't go below 80, he finally fixed it sat pm.   About 1 day after checking in.

  2)  I called a number of times to ask about this, and it was always, there was no manager around to speak to.  After multiple attempts with zero communication back from them, a "manager *****" finally took a call (believe it was a thurs after we checked out), offered me $50.00 to end it as she did admit there was an issue, and I refused.   

  3)  I have never ever dealt with a company that is beyond a scam as these people.  I absolutely can see if i asked for the full refund back, which I didn't, but asking for 1 nights stay (400 ish or so dollars), its pathetic that they are out to take advantage of the tourists they are supposed to be taking care of . They obviously don't check the rooms prior to visitor check-in for the these poor quality suites.   

   

  Regards

  ******* ****

  Business response

  07/28/2023

  The AC was cooling when guest checked out 7/30 and when housekeeping cleaned unit prior to your arrival on the same day.  The AC repair man did have to bring a replacement part out the following morning, however he had temporarily fixed it so that it would cool overnight, until he returned with part.  Also read #7 on attachment and the confirmation that is posted online and also emailed to you.  Unfortunately, some things are out of our control, we did our best to get it fixed as quickly as possible.  

  Customer response

  07/28/2023

  [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:

  It did not cool overnight and never got below 80 degrees until they fixed it sat pm (24 hrs after arrival) and nobody checked the room prior to use arriving to see it was broken.  The "fix" they talked about was putting freon in it and said it may or may not work.  It didn't and it was an oven in the room overnight. It is absolutely pathetic that they know there was a problem and refuse to refund 1 night's (not the whole time we were there) stay.  This is obvious that this company takes advantage of the tourist trade and the one thing in their control, is to refund 1 nights stay back as they "admit" there was an issue.  Taking all of these conversations to my cc company to ensure there is a chargeback against them.

   

  Regards,

  ******* ****

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