Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented vacation property from Meredith Lodging.There is construction, repairs or remodeling going on directly outside unit I am renting. They are starting at 7 am and after my complaints moved starting time to 8am which is still not acceptable to me.Noises are very loud.Additionally building materials outside ( plastic sheets etc) were not secured and wind was moving them and creating lots of noice at night waking me up.The only response I got from Meredith lodging was an apology .I requested to be relocated to different unit and as per website there are plenty available, but they declined

  

  Business response

  01/01/2025

  Hi *****. Thank you for sharing your feedback with us. We are sorry you encountered several disruptions. We reviewed the notes on your reservation and do see our team was in contact with you throughout your stay. Unfortunately, the maintenance occurring outside the unit was out of our control, including start and end time. We have reached out to our local property team to inquire about improving our communication with guests if we are made aware that construction will be occurring during time of stay. As this was not deemed an emergency, we were not able to approve a home-move. We value your booking and do hope we have the opportunity to provide you with a much-improved rental experience in the future. 

  Customer response

  01/01/2025

   
  Complaint: 22704385
  
  I am rejecting this response because:
  As you stated "Unfortunately, the maintenance occurring outside the unit was out of our control, including start and end time". I assumed that you are managing vacation rentals, so you should be aware about construction going on and you should never have rented this property, especially that there were many other properties available at that time.

  I have ruined vacations and simple apology from your part is not enough. I can only blame myself ,though as I didn't read reviews about this place earlier on other websites.

  How about posting customer reviews on Mt Bachelor Village Resort website, so people could have an idea how this property is managed.
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/12 paid $1082.00 The home had backed up plumbing that ended with crud in the bath tub. The home had water damage where mold is most likely behind the walls, dog hairs, moisture on and around washing machine, insect issues.

  

  Business response

  09/26/2024

  Hi ****. Thank you for sharing your feedback with us. We are sorry to hear you encountered several issues that detracted from the quality of your stay. We reviewed the notes on your reservation and see our team was in touch with you during your stay and also offered a partial refund of your cleaning fee and a credit towards a future stay. We reached out to management with your updated complaints and no additional compensation has been authorized. While we understand that this may not be the outcome you were hoping for, please be advised that this decision is final, and the matter has now been closed in our system. We value your booking and do hope we have the opportunity to provide you with better rental experience in the future. 

  
  

  Customer response

  09/27/2024

   
  Complaint: 22341487
  
  I am rejecting this response because: When booking this home through Meredith Lodging and viewing the pictures online for the ******** Home I was not advised the following: unclean home, backed up pipes, insects/pests throughout the home and a damaged ceiling from water damage.   If I were told these things in advance when looking online at this home,  I surely would not have rented this home.  Instead I was taken in by the lovely pictures with a small ocean view, hot tub and what appeared to be a nice decent clean home.   Meredith Lodging advertises as having "beautiful, private vacation homes that are perfect for family reunions, trips with friends" etc.   When we arrived to the home we expected to start our fun filled 65th birthday celebration instead we were in disgust arriving to an unclean home.   So much we felt we had to wash the sheets before sleeping in the bed.  When running the washing machine we found crud from pipes have now backed up into the bathtub which is unacceptable.  Not only was there crud in the tubs we found hairs and such from most likely an old previous visit.  I would like the owners *** and Meredith Oskenholt to be notified and be advised of this situation.  I would like them to imagine taking a shower and at the same time the tub is filling up with crud from the  pipes that include everything imaginable.  Wouldn't this be a health hazard?  This type of home should be taking out of rotation until all things are fixed in this home.   We also have seen water damage in the ceiling that looked recent.  Any type of water damage has mold behind the scenes.   Another thing was the beige carpet that lead upstairs to the landing area was now black from continued use with no cleaning.  IMAGINE!     You have seen my previous letters and to issue a $98 credit for half cleaning is appalling.  We requested another cleaning which Meredith sent which she did come.  After leaving the house was cleaner then what we found it.  We should not have to pay a cleaning fee at all.   When arriving to the home and finding the state it was in was a missed day of comfort and relaxation, we then had to spend over half of the next day at the Meredith Lodging home trying to resolve the problem.  I feel two days stay minus the $98 would be fair.   Issuing a credit of $100 is unjust.  This is a CREDIT!  Today is not promised for the next person who may not get to use the small $100 credit in the future.   I have seen many bad reviews on BBB, Yelp, ******* Travelocity and other platforms.  Each reply is the same with $100 future stay credit.  This tells me for the most part Meredith does not hold the owners accountable for keeping up their homes for renters.  They are just collecting the money for the rentals not caring about what happens once the renter gets to the home.  When home is rented it is expected to arrive in peace, cleanliness and relaxation.  It should be home away from home.   I must say I have been a renter of Meredith for over 20 years and I usually rent the 4-5 bedroom homes and only came across a problem once in the twenty years where the issue was resolved by moving my group to another home.  Which was inconvenient but the next house was suitable.  I must say we were offered a home but it was not comparable to the look of the home we were in.  I had given three options that were comparable.  If they were a little bit more I feel the company could have taken the money from the rental I was in put us in the next rental I suggested and ate the cost for great customer service.  Again I am only now suggesting a refund of two days stay be given for customer service.   If the homes were up to part customers would not be asking for refunds.  *** Oskenholt owns an investment company while him and his wife own Meredith Lodging hence "Meredith".  I am sure if they knew that their property management company was not taking care or managing the homes like they should this would be taken care of.  Surely the owners of this company does not run the company like this again if they knew. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had booked a cabin in **********, Oregon (*******************). When we arrived at the cabin, we noticed that there were a lot of cobwebs on the windows but ignored the issue because the cabin appeared to be in good shape. This was on 9/23/2024. Later that night, as we (my wife and I) were getting ready for bed, I laid on the bed, and a spider dropped right on me. I killed it in hopes that my wife wouldn't notice it. Then, about 5 minutes later, another one fell. We flipped on the main light, and to our surprise, there were a lot of them. They were over our heads in the beams, in the corner of the rooms. The place looked like it had a spider problem. We locked ourselves in the kid's room, where it looked clear. I sent an email to the company stating the issue. They responded and said they would clear the house the following day. The next day came, and they claimed to clear the house, but when we arrived back, they did barely anything, and there were still spiders everywhere. I called several times but was told *****, the lead, was busy. Finally after waiting about two hours for a response and being told they wouldn't swap us to another house, we cut our trip short and went home. I called at least 4 to 5 times trying to reach her. We took a lot of pictures. I tried to get a refund from the company, but they called me a liar and said they swept the house. I sent them all the pictures of the spiders and was told they only saw one. They said they talked to management, and they were denying a refund because they did what they were supposed to do. I have asked for the rental contract they are ghosting us. All I want is our money back. We have already canceled our other trips with them and no longer wish to do business. Just want a refund.

  

  Business response

  09/10/2024

  Hi *******. Thank you for sharing your feedback with us regarding your recent stay. We reviewed the correspondence on your reservation and see our team worked with you to address your concerns - *As soon as we were made aware of the issues, we sent our team to address the pest control and the clogged drain that were reported. Our pest control team conducted a thorough inspection and did not find evidence of an infestation although they did discover and remove one spider and several cobwebs. To address your concerns, they completed an inspection, cleaned the exterior windows, and promptly repaired the clogged drain. While we recognize that the presence of spider webs on exterior windows is common for homes in wooded areas, we understand how unsettling it must have been for you and your family.Our team did not find any spider issues upon your departure, but we take your concerns seriously.Our upper management team has thoroughly reviewed your request for a refund. While we understand this may be disappointing, we must respectfully decline your request for compensation. Since the issues reported during your stay were resolved, we are unable to refund your decision to check out early.* We regret that the resolution did not meet your expectations and understand your disappointment. We value your long-term patronage and hope this experience does not deter you from considering us for future stays.

  
  

  Customer response

  09/10/2024

  Complaint:22261033
  
  My complaint response is in the attachments as it was being flagged for inappropriate language. I reread through the response and found no language to be inappropriate or inaccurate to the facts of this matter. I am looking for a fair resolution to the situation at hand. 
  
  Respectfully,
  
  ******* R. ********, D.B.A., Ed.D.
  ************
  

  P.S. I have the photos if you wish to see. However, because of how many there are the file is too large to send via BBB Site

  

  Business response

  09/24/2024

  Hello *******. Thank you for sharing your feedback with us regarding your recent rental experience. Although the home is in a woodsy area, we understand encountering spiders is not pleasant. We shared your comments with our upper management team to review thoroughly, including the feedback and documentation you provided as well as the documentation provided by our team prior to your check in, at the time of work order inspection/resolution, and upon your departure, and your request for compensation was not approved. We regret that the resolution did not meet your expectations and understand your disappointment. We value your long-term patronage and hope this experience does not deter you from considering us for future stays.

  
  

  
  

  Customer response

  09/26/2024

   
  Complaint: 22261033
  
  I am rejecting this response because: They are basically saying they know there was a problem, the problem was well documented, but yet they aren't explaining why there can't be a refund. It isn't against any of their policies. They are just passing it off. I tried to work with Meredith to fix the issue, however they would rather make excuses and insist that my family was lying even though there was enough documentation to prove otherwise. They are just unwilling to compromise. Their product wasn't up to par and when they couldn't make that work, they used stall tactics until we left the premises due to the safety concerns (not knowing if there was a poisonous spider or not). All and all this is bad business and the BBB should mark it as such. This company has shown their unwillingness to work with myself or the BBB and continues to ignore facts. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a stay on VRBO for a home managed by Meredith Lodging at ************* (MCA 499) *********************************. The reservation was for 8/6-8/10. We arrived on 8/6 and were immediately met with a gross, moldy smell. Upon further inspection, the bedding all reeked of mold/mildew. The headboard in the master bedroom smelled so strongly of mold that we slept with our heads at the foot of the bed with towels over the pillows to dampen the smell. Our two youngest children (ages 5 and 3) slept on the queen bed in the adjoining room. They refused to get in bed because of how bad it smelled. We had to borrow bedding from family staying in another house. There was mold in the shower. The dryer in the garage did not work - we tried to dry a load 3 times to no avail. In the hallway is a closet that remains locked, but the hinge hangs loose off the door. We made it through the night and were packed up and out of there by 7am because we had been fortunate enough to find ONE remaining home for rent in *********. For a family of 6, we went from a 3 bed/2 bath home (mentioned here) to a 2 bed/1 bath home that was only 700 sq. ft. for the sake of safety and cleanliness. At the very least we are seeking a full refund for the 3 nights that we did not stay in the home.This reservation was made by my parents, *** and *******************************, on behalf of me and my family.

  

  Business response

  09/05/2024

  This guest did not report any issues during their stay; the concerns were brought to our attention after checkout. After speaking with our team, our maintenance staff inspected the property on the day of checkout and found no noticeable odors. Additionally, *** spoken with the owner, who has since purchased new pillows, and the carpet was professionally cleaned just before the summer season.Based on these findings, and in accordance with the rental contract, which requires that any issues be reported in real-time so they can be addressed, we will not be offering any refund for this stay.

  Customer response

  09/07/2024

   
  Complaint: 22199063
  
  I am rejecting this response because: it is simply not true. We went to Merediths Manzanita location the morning after our first night with 3 nights still on our reservation. We brought the issues to their attention right away. We did not stay the remaining 3 nights given the condition of the home and had no other choice but to find a new place to stay. We had no incentive to pay out of pocket for a different accommodation that barely fit our family. If the Juniper House really had been in acceptable condition we would have stayed as the size was a much better accommodation for our family. Also note, Meredith is avoiding the topic of the dryer that did not work. 
  

  Our only mistake was allowing Meredith the opportunity to inspect the house without us there. They have every incentive to lie about the condition of the home. I have zero incentive to lie. It was a major inconvenience during a family reunion. With 4 young children, why would I want to pack everything up the morning after arriving and squish into a small 2 bedroom home for effectively the same price for 3 nights? It just doesnt make sense. I honestly cannot fathom how you operate with such low integrity. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising and misleading information provided about a rental property they manage in ********, **. We had an absolutely terrible rental experience July *****, 2024. Meredith Lodging seems like a local company but when you call them, you get a call center who knows where. The house we stayed in had a beautiful listing online but in reality, it was dirty and did not feature what the online listing said it did. I discovered on the day we checked out that the mattress I'd been sleeping on was covered in pee--it was THAT gross. Meredith Lodging posts only the reviews they want you to see on their website, as I've now submitted two about this house and neither is showing up on their website. They are scamming renters by advertising a rental house with beautiful photos, amenities and reviews, but the house is not as advertised.

  

  Business response

  07/30/2024

  Hi *****. Thank you for sharing your feedback with us about your disappointing stay. We are so sorry that we failed to provide you with an excellent overall rental experience. We value your feedback and have shared your comments with our management team. We have refunded your cleaning fee, issued a credit towards a future stay, and have our local property team addressing your listed concerns. We hope we have the opportunity to regain your trust and provide you with a 5-star stay in the future.

  Customer response

  07/31/2024

   
  Complaint: 22060230
  
  I am rejecting this response because: I spent $2,800 on this reservation and Meredith Lodging gave me only a $165 cleaning fee refund, and a $100 credit towards a future stay (which expires in 12 months). The house I rented has twenty-one 5-star reviews, one 4-star review, and no other reviews posted on Meredith Lodging's booking website. This is infuriatingly misleading because I submitted a 1-star review that has not been posted and I am sure other guests have done the same. They can't cherry-pick what reviews they want to make public. This house was disgusting--I was literally sleeping on a mattress covered in pee for 4 nights and I didn't realize it until I stripped the sheets on the morning we left (and that was only one of many problems!) No way am I staying at any Meredith Lodging property again--the pitiful $100 credit is worthless. They are misleading consumers and renting a house that is not as advertised. I want them to to post my review to their website, fix the house, and refund all my money.
  
  ***********************

  

  Business response

  08/14/2024

  Hi *****. We are sorry you were not fully satisfied with your recent rental experience. Please know we take your feedback seriously and will address the problems you mentioned with our local team. Your experience is important to us, and we will be implementing measures to improve our service and property maintenance. Regarding your complaint about reviews - we are not obligated to post reviews. Per our rental terms, we own the content. We reviewed the notes on your account and do see we offered to send housekeeping to the home per your complaints about the carpet and you declined. Had we been notified about additional cleanliness concerns while in the home, we would have promptly offered assistance. We have refund the cleaning fee and issued a credit towards a future stay. We value your booking and do hope we have the opportunity to provide you with a 5-star stay in the future. 

  Customer response

  08/14/2024

   
  Complaint: 22060230
  
  I am rejecting this response because: I want to let this issue go. I feel bad putting complaints or bad vibes into the ether, but your handling of this situation was very poor so I can't mark your response as accepted. When you offered to send housekeeping, we had already rewashed the dirty dishes in the cupboards, I didn't want you sending over a carpet shampooer in the middle of our 4-day vacation, and I hadn't yet found the pee-covered mattress, so sending housekeeping wasn't a good option at that point in time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have reservations at ********************** in **** Oregon for August 1-4 however there are numerous wildfires in the area and the air quality is extremely poor. Travel to area is also dangerous. We have contacted the company 4 times in the last couple of days to change the dates of our travel as the reservation is not refundable. The have repeatedly told us they to get approval from management and have not gotten back to us. When we called again they said management is not available. Travel is next week and due to the conditions that effect health and safety we are not willing to travel to **** or at this time.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Meredith Lodging's VRBO listing, the nightly rate was listed as ****** dollars a night. They did not disclose a 100 a night extra fee called the "host fee". We didn't realize that they jacked up the price with this fee until it was late to be trying to rebook. When I messaged Meredith they just said the extra was a percentage of the total called a "host fee". I would like to report them for deceptive pricing practices (I saw other complaints as I was looking today) and for them to either quit doing the host fee or just up their prices so they reflect the actual cost to the consumer. I also messaged VRBO who after about half an hour/ *************************************** to contact Meredith Lodging. After looking at the fees VRBO charges, I would also like to report them as having deceptive pricing practices. Thanks for your consideration.

  

  Business response

  07/17/2024

  Hi ****. Thank you for your feedback. As you booked on VRBO, they are the merchant of record; thus any questions or concerns about host fees should be directed to them. Let us know if you have any additional concerns or inquiries. - ML Team

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a condo from Meredith lodging for the week starting May 13th 2024. Our vacation started at ******* rest in ********* Or. A condo weve rented many times. When we arrived there were construction workers remodeling the outside of the condo. We had up to five people working on our ocean view patio, painting sawing covering our windows with plastic. The carpets were filthy. We were not informed this construction would be going on. I contacted Merideth lodging after trying several times. The next day they moved us to a house in Lincoln city Or. After not being notified I called them again to move to the house at 5:00pm that evening. When we arrived at the house it was in very poor condition. The home is a fire hazard. No smoke detector on the main floor. The inside of the house is dried out wood. With a sealing that leaks around the wood stove smoke stack. Rusted out base board heat with long drapes hanging touching them. ******* caught on fire while making toast. No k**** on the down stairs heaters to turn them on. No egress windows that opened in the daylight basement bedroom. Shower nozzle feel off on floor while adjusting water. Huge spiders and spiderwebs everywhere. Among many other things. Needless to say it was awful. I contacted Merideth Lodging when we got home. Told them everything. Sent pictures. Their response was to give us back a quarter of the rent we paid towards renting that house in the future. It wasnt a reasonable response. I told them I wanted a full refund. *******. They havent responded to that. I did turn them in to the Fire ******** of Lincoln city. Its really sad how bad they took advantage of us. There was a nice home Merideth lodging three doors down that had no one in it the entire time we where there. They easily could have put us in a nice home but didnt. *** rented with them for 15 years and spent thousands of dollars. I havent ever asked for money back before. Im asking for a full refund

  

  Business response

  06/17/2024

  Hi *****. We appreciate your feedback regarding your recent stay at ************ and Beachfront Fantasea homes. We sincerely apologize for the numerous issues you encountered, and we appreciate your loyalty over the past 15 years.We deeply regret that the cleanliness and condition of the home did not meet your expectations. Additionally, the construction disruptions and lack of communication from our team were unacceptable and not reflective of the standard of service we strive to provide.We understand the frustration and inconvenience this has caused you, and we are committed to making it right. To compensate you for the issues, we offered a future stay credit with Meredith Lodging of $462.00. We hope this gesture demonstrates our commitment to your satisfaction and encourage you to give us another opportunity to provide you with the excellent experience you deserve. Please keep an eye out for an additional email with the details on how to utilize the credit.Please know we take your feedback seriously and will address the problems you mentioned with our owner experience team and owners of the homes. Your experience is important to us, and we will be implementing measures to improve our service and property maintenance.

  
  

  Customer response

  06/17/2024

   
  Complaint: 21853520
  
  I am rejecting this response because:
  They offered me a credit to stay in the awful house they moved us to.  Its unsafe and not an except-able place to stay.  Thats the point of my complaint.  I emailed them back to reject this already and they didnt respond to my request to have my original payment refunded.  
  Sincerely,
  
  *************************

  

  Business response

  07/11/2024

  Thank you for your patience while we reached out to our local property team regarding your complaints. We verified that the guest was refunded the difference upon the home move completion, as well as an additional $500 on 7/11/2024 due to her dissatisfaction.Please know we take your feedback seriously and will address the problems you mentioned with our owner experience team and owners of the homes. Your experience is important to us, and we will be implementing measures to improve our service and property maintenance.

  
  

  Customer response

  07/12/2024

   
  Complaint: 21853520
  
  I am rejecting this response because: I didnt receive anything from Merideth lodging.  All they offered was a credit of  462.00 to use only to rent that same house and pay the rest of the rent. There was no ****** dollar refund.  Nothing.  I will never rent that house again or give them any more money.  They owe me a full refund.  They have not contacted me with any information on this matter.  
  Sincerely,
  
  *************************

  

  Business response

  07/22/2024

  Hi *****. We are sorry for the delay, as there was an error issuing the refund. We have verified a refund of $462 was issued on 7/18. It can take several business days for a credit to post. Thank you. 

  Customer response

  07/22/2024

   
  Complaint: 21853520
  
  I am rejecting this response because: They did offer a credit towards another stay of ******.   And a refund of ******.  I didnt receive the ****** dollar refund.  I dont trust this company to stay with them after all of this.  So basically Im getting nothing back from an awful stay at their property.  I want a full refund .  
  
  Sincerely,
  
  *************************

  Customer response

  07/24/2024

  Refund.  ******** did refund part of my money.  Im fine with the settlement.  I no longer wish to continue with this matter.  Thank you for your help.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Meredith Lodging Oregon Coast Rental-****************-Rockaway, Oregon-"Cold"Hot tub inoperable, not as displayed in advertising image. Horrible ***************** Rental date 4/17/24-4/19/24, reservation # *******. Upon checkin 4/17, we discovered the hot tub temp was cold, called Meredith Lodging customer service # provided *************) at 3:46pm to report the problem. After another call, a repairman arrived, he was unfamiliar with the hot tub, had difficulty reaching & reading the controls, the temp read 74 degrees, he attempted to turn the settings up, upon leaving said to call if problem persisted-he would be in the area. At 8:25pm, I called and sent a text to customer service & reported hot tub remained cold, ******* replied that no one was available & "would make sure someone comes back over tomorrow though." On 4/18 at 8:37am, I sent a text message to customer service again & called at ******. I spoke with ****** in ******, who also replied to my text at 9:51am stating "we reached out to maintenance and waiting for an ETA, will get back to you as soon as we get ETA." Meredith Lodging did not provide any further communication. I called again at 12:40pm, spoke with ******, asked for a local contact, she said ***** in ********* was busy and will call me back. She didn't! I called at 1:30, spoke with **** in ****, he said ***** was unavailable & was at lunch. There was no further communication except a text message about checking out. This was not the therapeutic women's reunion we had planned. & payed for. We rented this house exclusively for the hot tub 1st displayed in the advertised listing. Upon reservation I emphasized our need for the hot tub & specifically requested the hot tub be hot & operational when we checked in, was reassured that it would be. I actually called 2 other times before our trip to assure this. (We had a problem with another rental company in the past). A reasonable refund was never offered, although requested & denied.

  

  Business response

  04/25/2024

  Hi *****. We enjoyed hosting you, but we are sorry you encountered an issue with the hot tub that negatively impacted your stay. Although we understand your disappointment, we cannot guarantee amenities will be available at the time of stay as stated in the Rental Agreement. Our maintenance team did attempt to fix the hot tub, but it was determined that a vendor was needed. We verified that the hot tub fee was refunded twice on 4/18 back to the credit card on file. We appreciate your feedback, and will share your comments with our local property team to see how we can improve the customer experience as we understand your frustration attempting to resolve the hot tub issue with different members of our team. We value your booking, and do hope we have the opportunity to provide you with a problem-free stay in the future. 

  Customer response

  04/25/2024

   
  Complaint: 21620721
  
  I am rejecting this response because: Meredith Lodging's response to our complaint for our stay at ViewMaster Rockaway is untrue.

  The first image on the advertised listing on ML website shows this home displaying a working hot tub on the ocean front deck. Below the image in the overview description, first paragraph, states, "Step out on the deck to eat at the picnic table, or enjoy a soak in the hot tub under an ocean breeze".

  No where were we told the hot tub may be inoperable. We would not have reserved this home had we been informed of this possibility.

  This was not a minor inconvenience for us. This was a long awaited reunion we had planned to support the healing of a friends' successful surgery and another women's upcoming surgery. The hot tub was essential in our search for a vacation home. We had each traveled over 3 hours for a 2 night stay. We were beyond frustrated to not have the hot tub available, but extremely disappointed with the dishonest communication from Meredith Lodging"s Customer Serivice. We were dismayed that they claimed to be available for our concerns, this was untrue. Our quality time together was disrupted by: waiting for calls, waiting for maintanence, waiting for ETA"s for maintanence, waiting for ***** in ********* to call back.... and so on. This was not the  restorative stay we payed for.

  Your maintenance team did not attempt to fix the hot tub and did not communicate that it was determined that a vendor was needed. You did not communicate to verify that the hot tub fee was refunded twice on 4/18 back to the credit card on file. Your advertising is misleading and deceptive. There was no hot tub fee mentioned in our reservation. 

  I expect to hear a sincere apology and a respectful refund offer.  I expect to hear acknowledgement of the poor customer service - the fractured communication and lack of follow-through on promised service. I expect to see full disclosure on Meredith Lodging listings that the hot tubs may not be available. I expect to see the listing remove the first image with the hot tub, if that is not provided. 
  
  Sincerely,
  
  *********************

  

  Business response

  05/02/2024

  Hi *****. We understand your disappointment regarding issues with the hot tub during your stay. Sometimes things happen in-between guests and we are not made aware of issues caused by a previous renter or an amenity malfunctioning due to wear and tear, etc. We always do our best to provide timely assistance, but work order tickets are answered in the order they are received, and sometimes a vendor is needed, or the amenity cannot be fixed while the guest is in the home; thus we cannot guarantee amenities and features will be in order or operational per our Rental Agreement (that is signed and agreed to by guests upon booking).

  Our notes show maintenance arrived at the home on April 18th to turn up the temperature.

  *836-tmitchelldyer posted the following internal note. Apr 18, 2024 3:52 PM
  Arrive at home, contact guest, turn hot tub temp up

  We also see two refunds were issued back to the card on file on April 18th. 

  Thu, Apr 18, 2024 10:37 PM 400-beths Refund Payment #******* was refunded for the amount of $47.46 and has a balance of $392.78.

  Thu, Apr 18, 2024 9:50 PM 552-jhopkins Refund Payment #******* was refunded for the amount of $47.46 and has a balance of $440.24.

  The breakdown of prices, taxes and fees (hot tub, cleaning fee, etc.) are clearly displayed before finalizing the booking. 

  We understand your trip was negatively impacted by issues with the hot tub, and we do apologize for this inconvenience; however, management is not authorizing any additional compensation due to the agreed upon rental agreement and the hot tub fee already being refunded ... twice. 

   

   

   

  Customer response

  05/02/2024

   
  Complaint: 21620721
  
  I am rejecting this response because:

  Meredith Lodging's response to my complaints are incorrect & insincere - Your statement, "*836-tmitchelldyer posted the following internal note. Apr 18, 2024 3:52 PM Arrive at home, contact guest, turn hot tub temp up" The maintanence person arrived at 6pm, not 3:52pm; attempted to turn up temp but was unsuccessful. We were told someone would call and come the next morning - that did not happen despite my frequent calls & text messages. Minimizing our "inconvenience" & normalizing our "frustration" further demonstrates inadequate customer service. 

  You did not provide customer service as advertised. Where in my rental agreement does it clearly include a hot tub fee? That was not clearly provided. We paid $975.40 for 2 evenings for a home that clearly advertised providing a working hot tub. See attached first photo in their listing. That was not provided! A 10% "hot tub fee" refund is a disingenuous  acknowledgment that the home we rented, as advertised, was not provided. I'm not sure who owns or manages Meredith Lodging, but our experience, sadly, no longer represents the local spirit of the Oregon Coast.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about February 25,2024 I booked a small guest room located in ******************, Oregon. It was for part of spring break taking my grandson. Checking in on March 26, and checking out March 28,2024. Upon arrival there was a house right next to the guest house there were construction trucks and lumber everywhere. When I entered to code to open the door it did not work. After a few tries a young man from Nextdoor came out and entered the code. He stated that he was the owner and was remodeling the house and would try to keep the noise down. upon entering, the room was not really what was depicted in pictures online! It was nice outside so I opened the windows but had to close them due to the hammering and pounding. I went out to get things from my car and as I stepped down the steps I had a ********* nail plunge through my flip flop and into my toe! I was very upset and by now had a horrible headache from the noise! I decided we could not stay. My grandson is autistic and loud noises upset him. I sent an email to the managing company and explained the said I should be able to get a refund but it would be up to the manager. I then received an email from said manager stating it was against policy to give a refund I tried to resolve with several communications with the same answer no! I can furnish all email interactions if needed thank you

  

  Business response

  04/08/2024

  Hi ******. Thank you for reaching out to us regarding your recent stay. We sincerely apologize for the inconvenience you experienced due to the nearby construction activity.While we empathize with your situation, we must clarify that the construction work occurring on neighboring properties is beyond our control, and we are not responsible for activities conducted by other homeowners or contractors.Furthermore, in accordance with our policies, which were signed and agreed to upon booking, we do not offer compensation for circumstances outside of our direct control, such as neighboring construction projects. We understand that this is not the outcome you were hoping for, but management has not authorized a refund due to our binding booking policies. 

*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. ↩