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Business Profile

Property Management

Basecamp Property Management

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/28/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    They had a home listed for rent on Airbnb. I rented said house and agreed to their terms and paid the deposit they required. They then realized they could rent this property for more money than the price they advertised and canceled on me and jacked up the rates by almost 200%. This is a clear case of price gouging and they have no issues with it at all. What happened to Telluride? These vultures are sucking the life out of one of the most beautiful places on earth. A place that relies on tourism to stay alive. This act and all short term rental gouging in Telluride should be illegal. They take advantage of people and have absolutely no remorse. They are awful people. They might as well cheat and lie to along with their stealing. Telluride deserves better.

    Business Response

    Date: 07/08/2024

    This is in response to a complaint  (ID ********) that was left by ***** ****.

    Byron submitted a booking via AirBnB on 6/22/2024 for one of our vacation rental units for the dates of 6/19-22, 2025. We typically allow guests to book up to 365 days in advance, so this was going up to this timeframe. When the booking came in, both myself and the owner of the unit (we are a professional property management and vacation rental company that manages and rent homes and condos on behalf of our homeowners) immediately noticed that both the minimum night stay as well as the rate we had set up for these dates in 2025 did not correspond with the rates that came through on the booking. These dates, being a major festival and considered a peak rental time in Telluride, always have higher rates than lower season dates, just the same as you would expect for airline tickets. Most lodging companies in Telluride utilize dynamic pricing that is very similar to the airline model for pricing - we do to. Because of this error I immediately contacted the guest (within an hour of booking) and apologized for the error that had occured. In the meantime I had immediately contacted our dynamic pricing company (our 3rd party vendor for pricing) to see what caused the error. It seemed a computer glitch had put the festival dates in question for the week prior in 2025, causing the pricing for 6/19-22, 2025 to be our "normal" summer rates, not the festival/peak time rates. It also allowed for a 3 night stay instead of the 4 nights typically required and that was entered already in the system. This computer glitch allowed this booking to come through at lower rates, rates the homeowner would not accept.

    I contacted the guest right away and apologized (see attachment of our conversation via AirBnB), offering to book at the correct rate or process a cancellation, which would return his money via AirBnB right away. AirBnB collects all payments from guests and pays the host (in this case us) at the time of arrival. This still allowed the guest a full calendar year to find replacement for lodging, as well as get his money paid back to him.

    The guest refused and was not understanding and accommodating to our conundrum. This is a situation outside of our control and we feel the offers made are very reasonable. I completely understand if Byron is upset, I would be as well. However, his responses and harassment of our company has gone overboard. Because he is not a guest of ours, AirBnB does not allow him to leave a review via that channel. He then slandered us on our Google Business Profile with the same language submitted in this BBB complaint. I was able to respond and dispute that review and Google did remove it as they saw it was unjustified slander. I hope BBB will take the same approach.

    We work very hard to make sure all of our guests are comfortable and well taken care of during their stay and our guest and owner reviews show it. Mistakes happen, and computer glitches happen, and all you can do in that instance is try your best to offer solutions and a sincere apology. I feel that is what we tried to do in this case as well. I'm very sorry this happened and again, I understand it caused anger and frustration for the guest. That said I don't think it justifies online slander for our entire company and I hope we can get this complaint resolved and removed.

    Sincerely,

    ***** ******* Vacation Rental Manager/Co-Owner
    Basecamp Management

     

     

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