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Business Profile

Vacation Rentals

Haystack Luxury Vacation Rentals, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

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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Complaint type

  • Initial Complaint

    Date:10/18/2024

    Type:Product 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.
    On 9/5/24 we reserved a vacation rental for September 2025 and our credit card was charged $2,394.02. Before reserving the rental, the company's written communication clearly stated that we could receive a free and full refund if cancelled prior to July 2025. After our credit card was charged, we received a contract attachment via separate email. The email stated that the contract must be signed with 72 hours or we would risk losing the rental. I discovered this email a few days later, and was limited for time, so I signed without reading it in its entirety. I was concerned that if I didn't get the signed contract returned promptly, we would lose the property. I signed in good faith relying on the company's earlier communications about their refund policy. When we later decided to cancel, we were refunded $2,194.02 (less the $200 fee). That is when we discovered the language in the contract regarding a $200 fee. We feel that the company should honor their clear communication regarding refunds that we received prior to making our reservation. We are attaching three documents. Two of the documents are screenprints showing the communications we received. The screenprints were taken by requesting the exact same property on the exact same website for similar dates in September 2025. We did not take screen prints at the time we made the original reservation, since we did not anticipate that we would need to document what was communicated. We have also attached a copy of the contract.We have emailed the company asking for a full refund and have sent them the screen prints we have provided to BBB. Our last two emails dated 10/8/24 and 10/10/24 have gone unanswered.Thanks for your help in resolving this. Part of our motivation in pursuing restitution is to motivate the company to correct their communications so that they accurately reflect their refund policy.

    Business Response

    Date: 10/30/2024

    9/5/2024 the complainant reserved a vacation rental through ****. This is confirmed with the documents he provided. My company manages the home he reserved and advertises through the **** channel. In the **** listing we note there is a cancellation fee of $200 regardless of the date of cancellation. 

    9/05/2024 a contract was emailed to complainant for his reservation which also included the verification of the $200 cancellation fee. 

    9/26/2024 the complainant signed the contract.

    10/7/2024 the complainant requested the reservation be cancelled. He had been charged $2394.02 by my company. He had additional charges processed by **** for using their booking service.

    10/7/2024 the complainant was refunded $2194.02 with a letter indicating refund and cancellation fee.

    10/8/2024 complainant disputed $200 fee as well as other fees charged by ****. 

    10/8/2024 email response generated referring to contract and **** listing. Also advised complainant that other charges were **** and to pursue through them. 

    This is a standard fee to cover costs related to processing and refunding credit purchases as well as other associated expenses. He received the services that the fee covers. *********** has supplied and verified he signed the contract. The other examples he provided are from **** website. He failed to include the portion on **** listing that indicates cancellation fee. We have attached a screen shot. We have acted in good faith with immediate responses, contracts, refunds and answering email accordingly. The complainants reason for signing a binding contract 3 weeks after renting the home is not a "reason" to demand the fee not be charged and to place blame on our company. We find this complaint not valid or reasonable. 

    Customer Answer

    Date: 10/30/2024

     
    Complaint: 22442820

    I am rejecting this response because:

    The response does not address the points raised in the complaint. In particular, the response does not address the inaccurate and misleading information provided prior to the transaction. In addition, there is no indication on the part of the company that they will address the inaccurate and misleading communications to ensure that future customers are not impacted by the inaccurate information.

    Sincerely,

    ******* *******

Haystack Luxury Vacation Rentals, LLC is NOT a BBB Accredited Business.

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