Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a luxury air b and b from Sunday to Sunday. Washer and dryer was included. I messaged the owner a week before. She confirmed there would be both in unit. We arrived at the location and the locks didnt work. After 5 times they worked. We did a filmed walk through the place was distroyed. Carpets missing. Not one wall didnt have damage. The balcony has a tips on it used. The sofa set was falling apart. The pans all dirty. One with egg on them. Egg stuck on the plates in the cabinet. Next day we tired to wash the dirty towels and bathing suites and washer didnt work. Called the company. They offered to wash and bring everything back. I gave them all clothing. Including my daughters snow pants and towels. Swim wear. They are returned beautiful. Tuesday I came home from a walk with the kids and a man was in our unit. He was fixing the vents. The owner had no idea and made life hard thinking I was talking about the guy who came to bring the washed clothing which he was a sweet heart. Wednesday came. My son who has autism peed the bed. We informed ****** the owner and she said no problem I will have it all picked up. Then 10 am the lady who worked with her came it pickup. I explained about my son she said no problem. I helped her to her car. A few hours later. ****** sent my husband a message saying we are abusing her staff. The repairman was there for the washer. The washer was very broken and we then find out so was the dry and the exhaust was blocked. We addressed this and she ghosted us. After a few hours of us waiting to discuss this said abuse I called her. She claimed that the washer and dryer was working before we arrived. I have a video with the repair man telling us what was wrong as well as I filmed the whole conversation with ******. I demanded to leave. She said she wont give me my money back. We looked for another hotel. We couldnt find one and the kids cried. I left. Saturday morning as a pose to Sunday morning.

  Business Response

  Date: 08/04/2025

  Please refer to link to supporting documents **** text conversation with the guest read from bottom up: **************************************************************************** The reservation was made under the name is ******* ********-1 adult, 4children Complaint is made under a different name ******** ******** (we are not sure who this is)The person who telephoned and was very upset was under yet another name, ***** *****
  This guest booked for 6 nights & extended another night Never once did they mention dissatisfaction with the cleanliness or condition of the condo We followed up with them after their first night. They did not state there was anything wrong with the condo or they were not satisfied.Day2 we heard about the dryer not working,we quickly scheduled an appliance man to repair & offered a complimentary wash & fold laundry service for them.For three days we came every morning to pick up her laundry & deliver back the same day Her kids were playing with our staff & asked us to assist them with some candy they lost Never was any dissatisfaction expressed The reservation came to us via *********** who takes their credit card payment & sends the hotel payment after checkout We never receive the credit card information and are not able to refund the credit card
  The guest has contacted *********** submitted a refund request *********** investigated and came to the resolution to give her a partial refund of $433.31& closed the case
  We are surprised they are requesting even more money thru BBB then the amount of the original reservation which was $1725.33 plus the extra night for $261.60 for a total of $1986.33
  *********** refunded $433.31 for a total payment of $1551.60
  Please note:this guest also brought in two dogs which they did not inform us about as we do have a pet fee of $65/pet+tax=l$141.70 Plus guest left many stained sheets and towels Plus 3 pillows we had to throw out as they had urine on them We did not charge the guest for any of these items