Complaints

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a 4-bedroom home *********************************************** Dec. 21-24. During the second night (Dec. 23 at 5 am) the outside mechanical door blew open and froze all the pipes (we as guests did NOT have access to this door). We did not have water from Dec. 23 at 5 am - until checkout on Dec. 24 at 10 am. We communicated with our host and they sent over a maintenance employee around 3 pm on Dec. 23, but they were not able to resolve the issue. The company had several other units they could have moved us to, but they didn't. On Dec. 28 customer service reached out and offered us a $200 credit. We feel there was a breach of contract from the rental company in that they were unable to provide us with the contracted accommodations.

  Business response

  12/29/2022

  Hi *****,
  
  First let us begin by apologizing for the experience you had. Your reservation was from the 21st through the 24th at 10 am. On the 23rd around noon you did contact us to let us know you were having issues with water in the home. We then immediately had someone come over to check the issue. The frozen pipe was found in a location that is only meant to be used by the fire department, COA and building developer. Neither the home owner, nor the management company normally needs access to this location, but we are glad we were able to find the frozen pipes location. Once the pipe was found a space heater was installed right by the frozen pipe in hopes of it de-thawing quickly. We did try to move you to another home, but we did not have any other homes available that would fit your group.
  
  We are sorry the extreme weather did impact your trip so negatively and we do hope we have the chance to host you in the future (with hopefully much nicer weather!). Normally, we pride our selves on providing a true 5 star experience to our guests, but unfortunately this extreme weather caused issues we were unable to fix immediately and even third party companies were not able to assist in a timely manner.

  Customer response

  12/29/2022

  Complaint: ********
  
  I am rejecting this response because: while you did not have control over the weather, you do have control over your response to this situation.  We paid a great deal of money for a home that was nearly unusable for 2/3 of our trip.  We couldn't even use the bathroom, we couldn't shower, we could brush our teeth, we were unable to cook.  We incurred several hundreds dollars in extra expenses to bypass the lack of water (eating out, leaving the house to use the rest room, etc...).  

   

  Giving us $200 for the "inconvenience" is an insult.  This was more then an inconvenience, this was your company not doing their part to honor the contract and provide us with "5-star" lodging.  We are not asking for a full refund because we know we were able to use the house a portion of the time.  We are asking for a refund for the portion of time the house was not usable.  For your to repeatedly say you did all you could is not accurate.  I was receiving emails from Rent Branson about open properties while we were there.  So to say you didn't have anywhere to place us is false.  Yes, you may not have had a 4 bedroom 4 bath house, but you DID have other properties open because I kept getting emails for last minute deals.  
  

  
  
  
  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. ↩