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Business Profile

Vacation Rentals

Keystone Vacation Rentals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

This profile includes complaints for Keystone Vacation Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see

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Keystone Vacation Rentals has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:01/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Never ever rent from *******************************************************!!!!! I have always believed it is not a matter of if a mistake is made but what does a business do when one happens?The following is the email feed from Keystone vacations ******:Me Good morning, this is *********** ******. We have been staying in unit 22 at *************. On the day we arrived we decided to use the hot tub. That and the view are the two biggest reasons we chose to stay here. When we got in the chemical smell was so bad we started coughing. We thought maybe it was just being held in and would off gas momentarily. After five minutes we were still coughing and had chemical burns. The chemicals caused a migraine headache which caused me to throw up all night that night and feel like c*** most of the next day. I know mistakes happen but this is inexcusable! I feel like we should be compensated for the day that was lost due to this. I look forward to your reply.(Keep in mind I was only asking for one day to be refunded. I thought that was generous considering.)*****, Them Firstly, you first contacted us regarding this concern on January 21st via a phone call, which is two days into your stay. Based on your concerns, we contacted the vendor who handles the hot tubs and he met with you and reviewed the condition of the hot tub. Attached is a photo of the hot tub taken during that review. The technician confirmed the water was safe for use and the water was chemically balanced. Additionally, he noted the float had been removed from the water and foam was present indicating use of the tub without properly washing. He also confirmed the tub had been drained and filled with new water before your arrival. Because of the above circumstances and that we are unable to verify some of your claims due to being notified several days in your stay, we are unable to accommodate you request.(Basically they are calling me a liar here)

      Business Response

      Date: 01/25/2025

      ***** ****** has been attempting to exhort compensation for an issue our investigation showed to be an attempt to exhort compensation in lieu of a negative review.   ***** has already posted a one-star review to ****** (a copy/paste of the same complaint he filed with the BBB).  We have included photos from the correspondence with ***** he conveniently left out as well as the rest of the conversation he also failed to provide.  We respectfully request this complaint be terminated with prejudice as we intended to seek legal remedy against ***** ******.  

      Customer Answer

      Date: 01/25/2025

       
      Complaint: 22855343

      I am rejecting this response because: we are in hotels and motels 30+ days a year. I have never filed a complaint. Check out my ****** profile I am one of the top 10% hotel reviewers on ******. You will find on quite liberal with my four and five star reviews. All I asked for was one day refund to make up for the day I was very sick from too many chemicals in the Jacuzzi. They just want to respond by saying I'm a liar trying to extort them. I have absolutely no history of doing something like that! Why would I start now? I truly believe they are trying to cover their butts. I had no intention of suing them. All I wanted is an acknowledgment that there was a mistake made and a one day refund out of four days stay. All companies make mistakes. There are no exceptions. It's what a company does when they make a mistake that truly counts and defines the type of business they are. The picture of the dirty water in the Jacuzzi is fallacious. They said it was time stamped but that can easily be faked. The water was not dirty when the manager they sent over left! How could it have been dirty two minutes before? Let me be clear, I am no longer seeking compensation! There is no amount of money worth being called a liar. I don't even want to hear them say they're sorry. I would not believe it was genuine. 
      Sincerely,

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

      Business Response

      Date: 02/04/2025

      We no longer feel it necessary to continue with this matter and consider it resolved.   

      Customer Answer

      Date: 02/04/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
      Although it would be nice if they took down the one star review they left my company on ****** even though they have never contacted my company.
      Sincerely,

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

    Keystone Vacation Rentals is NOT a BBB Accredited Business.

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