Complaints

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• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  I am writing to formally report what I believe is a deceptive business practice and potential violation of the ************************ Act by Reunion Resort ******************* advertises vacation rental properties with pricing that explicitly states taxes and fees included. However, upon attempting to book a property, I discovered that this claim is false. Specifically, I attempted to reserve an 8-bedroom unit from July 3, 2025, to July 7, 2025, which was advertised at $4,144.00 inclusive of all taxes and fees. When I proceeded with the booking, however, additional charges were addedbringing the total to $6,460.33, a difference of over $2,300. This is a clear case of bait-and-switch advertising, which misleads consumers and distorts fair market competition. This happened on 5/19/2025. In my screenshots attached you will see how the price changes from including taxes and fees to not when trying to place the order.Additionally, when I contacted Reunion Resort Rentals for clarification, I was redirected to another company, Top Tier Reunion, which acknowledged the price discrepancy but claimed Reunion Resort Rentals was responsible. In turn, Reunion Resort Rentals denied responsibility and blamed Top Tier Reunion. This lack of accountability and transparency creates significant confusion for consumers and further reinforces the deceptive nature of the transaction.I believe this conduct is in violation of the **** rules on truth-in-advertising, and I respectfully urge your office to investigate this matter. I am concerned that other consumers may also be misled by these misleading pricing tactics, potentially resulting in substantial financial loss.Thank you for your attention to this issue.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention.  After investigation, the Top Tier managed home that you were interested in booking on the Reunion website was not reflecting the correct information on the initial home listing. If you clicked on the home and attempted to book the home you would have received the correct pricing, correct confirmation and would have been charged the correct amount for this home therefore no adjustment would be due.    We were also advised that you were informed by both Top Tier and Reunion Resort of what had occurred and that it was actively being worked on.  That same day we were able to work with the company that manages our website to correct the display issue. Thank you for your understanding as we continue to work on ensuring a smooth and transparent booking experience for all guests.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23353448
  
  I am rejecting this response because: it is admitted that the price was another price and was not honored. To mention that taxes and fees are included and then click on another page to place the order and is the opposite is clearly a bait and switch tactic. The price of the home as advertised should be honored regardless of a mistake or not as that is what led my interest to the purchase. This is a FTC violation and after I addressed it, the price was still up the entire day as well as other homes that had that bait and switch as well. The company aimed to get consumers to not pay attention and purchase the higher cost. The lack of accountability is concerning and discouraging. To say it's the fault of another company and it is on your site is very unprofessional and in poor taste. This bait and switch tactic should be addressed and consumers shouldn't have to pay more than what was advertised. 
  
  Sincerely,
  
  *********************