Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked this stay in January 2024. I had initially inquired about changing the dates by one night. I could not get an answer after several emails and after expressing my concern with the legitimacy of this company, they said someone would be in touch ASAP. I then reached out again about getting access to my rental info since there was no portal in which I could access my rental info. Again, no response. I finally heard back from them when my second payment didnt process. They stated the property was in high demand and would be released if I didnt call with payment info. I again asked them for proof of their legitimacy before I paid another payment. No response. I then received a text with no introduction, just that my payment didnt go through. I repeated my concerns, asking for a copy of the cancellation policy and my rental agreement. After no response, and several texts regarding my concern that this was actually a scam, I get a sorry about that response. I asked if they could convert my booking to a legitimate rental platform like AirBnb that I would feel more comfortable with and my rental rules and info would be transparent, and my second payment could go through a legitimate platform. Again, no response. They currently rent their property through Airbnb with the latest review being May 2024. If they currently use that platform, why couldnt they convert the agreement to that platform to ease the anxiety of their renter? I am now scrambling to find a new rental for my friend and myself. This is either a scam or wildly unprofessional for a property management company. I have no faith in making a second payment, and likely losing out on $1993 in total. And THEN having to still book a new stay. I am not simply trying to get out of a booking, I just dont trust them based on the lack of communication Ive received and unanswered questions.

  Business response

  06/30/2024

  *****,

  I understand your concerns and appreciate you reaching out to us. We are dedicated to helping all of our guests and regret that you had to go through the Better Business Bureau to address your issue.
  
  I see that you still have an active reservation with us, and we are here 24/7 to assist you. The best way to reach us is through the same booking channel you used for your reservation. Weve been in business for 20 years and always strive to cater to our guests needs.
  
  It appears that you might want to cancel your reservation since you initiated a chargeback to get your money back. If you still want to stay with us, we would love to host you. Please call us anytime or message us on the booking platform. Were very professional and always here to help our customers.
  
  I apologize for the inconvenience and the lack of communication youve experienced. If you decide to proceed with your chargeback, we would greatly appreciate it if you could close this case. Its important to us as other people can see both the complaint and our response.
  
  We genuinely want to resolve this matter and ensure you have a positive experience with us.
  
  Best regards,
  Management 

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately, due to the poor communication, I dont feel comfortable relying on this property. I have given multiple opportunities to fix this situation, and there was no response or indication that anyone was willing to ease my concerns. I will close the complaint when I receive a refund or see the chargeback go through. 
  
  Regards,
  
  ***************************
  
   
  

  Business response

  07/01/2024

  *****,
  
  Thank you for your response.
  
  We understand your concerns and sincerely apologize for the poor communication youve experienced. Yes, if you can please close the case with the Better Business Bureau, that would be greatly appreciated.
  
  We would still love to host you if you decide to stay with us. Youve already done a chargeback, and we have accepted it. If you choose to stay, please let us know. If not, closing the case would be very helpful for us.
  
  We truly wish we could have addressed your concerns directly and helped you sooner. Your feedback is valuable to us, and we are committed to improving our communication.
  
  Thank you for your understanding.
  
  Best regards,
  Management 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a deposit for $257.50 on Jan 16, 2023 for a 1 night stay at Chateau **************************** for Feb *****, 2023 everything normal like any other hotel booking I got all the confirmation emails etc. and then 4 days later on January 20, 2023 I get a text from one of the owners or property managers asking me, "What's the reasoning for booking for only one night" so I gave them my explanation I have screenshots to show this. On January 24, 2023 I get a text from this same person saying, "we would rather not host for one night to be honest, can we get it canceled it will be easier". From that moment we have spoke multiple times over the phone and text and the reservation has still not been canceled and I have still not been refunded they continue saying cancel it through the booking site I used bur the site they say I used Direct-Book.com does take you to an actual website and my receipts have yourent.com on it which is there official booking site so I feel they are scamming or trying not to give me a refund of my deposit. And still rent out the place I booked.

  Customer response

  01/30/2023

  Chateau is who charged my card and the booking site has no contact number or customer service the website doesn't evwn bring up anything and the Chateau continues to say contact the booking site when they are who charged me. Which means they can cacel and refund me no booking site has momey money they do and are using the booking site as an excuse not to cancela reservation that they ask me to cancel. I rather keep reservation.

  Customer response

  01/30/2023

  With whos email?

  Customer response

  02/01/2023

  There email is *******************

  Business response

  02/11/2023

  This guest was already refunded. There second payment for there stay was declined. I couldnt get a new credit card so we cancelled the stay. The original down payment of $257 was refunded but the rest of the payment never went through and was declined due to lack of funds. They never stayed and they were refunded in full. Please close the case as if it never happened since this was a guest that there payment didnt even go through and they were fully refunded. Thank you. 

*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. ↩