ComplaintsforCasago

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am deeply disheartened to have to report on an establishment, ****************** in ****************, owned by Casago Vacation Rentals. I was a long-time customer until I experienced the worst and most horrifying incidents at a hotel or similar establishment. Firstly, upon entering the room, I was shocked to find open, exposed wires, a significant safety hazard, especially as a mother of two small children. The hotel or condo facility failed to disclose this danger when booking, which could have posed a serious risk to my children. Moreover, during our check-in, while settling into the room with two other guests, a stranger, dressed in casual clothing and carrying what appeared to be an alcoholic beverage, abruptly entered our room without any prior notice. We were all stunned and deeply alarmed by this intrusion. The individual made her way into the master bedroom without explanation, where one of us could have been present, such as in the shower or changing. I followed her into the room and demanded to know her identity and purpose, to which she gave a vague response, displaying behavior suggestive of being under the influence of substances. Upon reporting this incident to the manager, he identified the intruder as a "staff member" or housekeeper, despite her lack of any identifiable attire or acknowledgment of her presence. The manager's offer of a bottle of wine as a resolution was wholly inadequate given the gravity of the situation. We entrusted this establishment with our safety and paid a substantial amount, only to spend three days in fear of potential unauthorized access due to the presence of open wires and the lack of additional door locks. I am requesting a full refund from Director/Manager, ******, who ALSO misled me by promising a 25% discount for a future stay. This conduct is unacceptable for a condo/hotel, especially with safety hazards like exposed wires and unauthorized room entries. Thank you ***********************

  

  Business response

  07/17/2024

  We appreciate the opportunity to respond to ******************** complaint regarding her reservation.

  
  **************** refers to an incident that occurred over two years ago, at which time the manager offered her a 25% discount on a future stay. It is important to note that this offer was not intended to be indefinite. Despite the significant time lapse, the current management team honored this discount when **************** made a reservation over two years later.
  

  We made multiple attempts to reach **************** via email and phone to secure payment for her reservation, but received no response. As per our standard business procedures, a reservation requires a down payment followed by the full payment 30 days prior to arrival. Unfortunately, **************** failed to provide both the down payment and the remaining balance, and did not respond to our communications.
  

  Nine days before her scheduled arrival, **************** contacted us to change her reservation dates. According to our clearly stated cancellation policy, we were unable to offer a refund or accommodate the change, even if she had paid for the reservation. The condo had been reserved in good faith for ****************, and due to her failure to pay, the owner of the property lost potential revenue as it remained unavailable for other guests.
  

  While the incident **************** mentioned from two years ago predates the current staff, we still made an effort to accommodate her. However, without payment, we are not obligated to honor her reservation.

  Customer response

  07/17/2024

  First of all, you have spelled my last name wrong which is embarrassing. Second of all, I did reach out to you and ****** failed to get back to my messages for 7 days after my family member suddenly passed away and I have full documentation on this matter. How hearless of a company are you and not to mention putting me in a room with OPEN wires and a stranger bardging in, letrs not forget that momeb.t
  
  Lets be a decent human being and company and do the right thing here and make sure to spell your former clients last name correctly in the future as well. I was happy to provide payment for another date in which I didnt have to work around a funeral as I mentioned to ****** , the careless and heartless manager, 7 times. 
  
  Lets not forget to sow compassion to your former clients of 8 years and follow through with the promise of either a full payment reimbursenmt for the itssues mentioned already or the disoucnt rate. Thank you
  
  Attached is the email to show that there was a stranger who barged into our hotel room and walked by us to the master suite, how uncomfortable. 
  
  Sinceerly,
  *********************** ( please make sure to notate proper names in the future) 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the Private Pool, Pet-Friendly Inlet *********** in ************** in ************** managed by Casago. During our stay, we experienced horrid conditions not pictured or mentioned in the description or the pictures of the listing we saw on ****** when booking the house.When we arrived on the first day we expected the doors to be locked, when we arrived the 1st-floor rooms were unlocked leaving us to enter carefully, potentially leading to a dangerous situation of somebody we do not know is inside the house later we found out that the house, was being shown by a real estate company and they walked around the house leaving it dirty and unsanitary when we book through ****** we are assured that the house is clean upon arrival and this house was far from that. There was sand all over the floor and some utensils were not clean the bathrooms had residue all over the place and were not like what they were pictured. Another concern was none of the bathroom doors were locking and some were not staying shut leaving us to use shoes as doorstoppers. In one of the downstairs rooms, the ** unit was dripping water onto the bed and onto one of our relative's faces. During our stay maintenance crews were working in the backyard leaving no privacy and not allowing us to access the pool which we should have access to 24/7. The dock that we were told that we had access to was also a sham, as we could not use it at night because the home behind us turned off the light near the dock as we were fishing, if we had access to it why not have a light switch so we could turn on the light near the dock. Overall, this stay at the house was a disaster and I hope we come to a resolution. The house was falsely advertised and should have its issues fixed before it is listed again.

  

  Business response

  07/18/2024

  ****,
  
  I'm really sorry to read this complaint.  I do remember your reservation and the complaints you had during your stay.  Regarding the room under the house that was left unlocked by the realtor, I certainly apologize for that.  I also apologize for the sand that they tracked in during the showing.  We have reached out to the real estate company and made them aware of this issue.  This is certainly not how showings should be handled.  Although these issues were not necessarily within our control, we did offer to refund a portion of the cleaning fee due to the inconvenience.  As soon as we were made aware of the issue with the door locks and leaky ** unit, we created a work order and had a maintenance tech at the property in a timely manner.  He stated that there were no issues with the door locks, and the issue was a simple user error.  The ** units were draining properly, however, the ** was sweating due to condensation and high humidity.  As long as the doors stay closed, the condensation issue should be resolved.  Lastly, in our description, we stated that construction behind the rental was likely to be ongoing.  We wanted to disclose this so guests knew what to expect prior to booking.  We do not manage or own the property that is under construction and cannot accommodate lights on their property.  I am extremely sorry that you did not have a positive experience, and I wish there was more we could have done to avoid this from happening. 

  Customer response

  07/27/2024

  We expect better compensation regarding this matter.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I booked a condo for four nights in ****** through Casago for *********** week. (February *****, 2024). After confirming with a representative on the phone when I originally made the reservation, I again confirmed with the resort, Encantame Towers, via email that we have a pet and confirmed their policy for the condo we reserved. (Each condo is individually owned) We drove there from Arizona and checked in. They ran our Credit Card and welcomed us! Literally, not 10 minutes after running our Credit Card, we had a knock on our condo door. It was ****** who had just checked us in from the Front Desk. He said they had "just" been notified from the guard's station back on the road, about a 5 minute drive from the resort, that we have a pet and "absolutely no pets" are allowed per HOA on the property. A lie as we soon learned. We were told to either leave the property immediately or have our pet boarded somewhere in town. Not ten minutes after our arrival! Oh and, we are very sorry, very sorry **** but no refunds! The following day I spoke directly with the property manager, he said his name was *******, and was told we had to "either board the animal or leave or leave the property immediately." You would have thought we had a bomb in the room and not a 10lb elderly cat. ******* aslo refused to even offer us a full refund. We had never before booked a vacation through Casago and, after the horrible way we were treated, never ever will again.

  

  Business response

  08/28/2024

  Dear Mr. ******
  
  Thank you for sharing your feedback regarding your stay at ****************. I sincerely apologize for the experience you and your wife had, particularly the disruption and miscommunication surrounding the pet policy. I understand how frustrating and disappointing this must have been, especially after confirming the details of your stay in advance.
  
  Please know that we take your concerns seriously, and we are committed to making sure that our rules and regulations are communicated more clearly to all guests in the future. However, it is important to emphasize that we must adhere to the policies set by the *** and property owners. In this case, the no-pet policy is strictly enforced by the **** and we have an obligation to comply with these regulations.
  
  Again, I apologize for any inconvenience and miscommunication on our part. We will ensure that our team is better equipped to provide accurate and thorough information to our guests moving forward. Your feedback helps us improve, and we hope to have the opportunity to regain your trust in the future.
  
  Thank you for bringing this to our attention.

  Customer response

  08/29/2024

  Apologizing, and not offering a full refund, is not a serious or sincere apology. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a rental via Expedia but contacted Expedia and they said since casago meaning the property charged me that they couldnt help me the I had to contact the property. Casago is a vacation rental so I booked for two nights of only 1 I stayed due to a few issues number one when I checked in at about 10 pm and go in , I turned the heater on and it wasnt working inside the unit than i plugged my phone charger in and it shorted shocking me and blowing the charger out so after a few mins showered and went to sleep only to not being able to sleep well due to hearing everything from the unit above and what I assume was the heater making a metal clinging noise like every hr so since 7 am I had been trying to get ahold of someone about how frustrated and dissatisfied I was about the entire situation from no cell service and after trying to go to a main building to get WiFi and phone still didnt work went back to the unit packed up and said were leaving and Im going to request for a refund and right before I left I decided to give it one more try again as I did several times from the phone in the unit and was able to speak to someone and told them everything that had happened and they said make sure you checked out and about the refund that will take some days only to have them call me back like 10 15 mins later or so to ask me if I wanted them to *********** and I said no Im packed and Im really frustrated and tired and started to tell me everything I should have done and my answer was I had driven like 8 hrs to get there once we did that since we couldnt get in we went snowboarding and enjoying the resort and thats why we checked in at 10 pm only to be extremely tired so did you think I had the energy to try to get ahold of someone for a non working heater for being shocked and obviously we never imagined the night was going to be horrible so what did I do first thing in the morning I tried getting someone and wasnt able to until after 9 am , all I wanted was t

  

  Business response

  04/05/2023

  
  It is customary for a guest to contact us immediately upon arrival if there are issues. This gives us the opportunity to verify the issue and correct it. We did not hear from this guest until the following morning. Here are the notes, copied and pasted from the reservation, of that phone call:
  
  The guest called to state that he is checking out a day early due to the following issues: he said he plugged in his cell phone and the outlet sparked and burnt his phone cable, he also stated that the heater in the unit would not turn on and that he was not able to sleep because on the noise in the unit above him. I offered to move him and he refused, he stated that he knew the Resort had been here for many years and he suspected all the units would be the same, I assured him that was not the case. He insisted that he was packed and was leaving the mountain, he no longer wished to be on the mountain. He is insisting on getting a refund for the last night.

  Unfortunately the guest did not give us the opportunity to remedy the problem and refused the solution that was offered to him.

   

  Best Regards,

   

  Casago ******** Team

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a long weekend stay in late October 2021 for mid-December 2021. After a long drive from ***** to a Casago ********* property, the electronic door lock was non functional after an hour waiting for their helpline to do anything, my family of 7 go in without their help. The bedding in this place was covered in short, curly hairs and bugs. I phoned again and was assured somebody would come out and clean it. Nobody came and we ended up washing all bedding on our own. I have complained many times to this company via email/phone calls since. Finally in early February 2022 I settled for $400 compensation via written agreement. I have yet to receive these funds even though they have communicated multiple processing dates have passed. I should not have to work this hard for compensation from a company that advertise 24/7 assistance and cleanliness on their website. Casago is stating that my refund has been processed through a third party (expedia) which I did not use. I tried to get them to just send me a check or refund directly through the credit card I used but they declined to do so. I am no longer happy with just the $400 refund which is less than half of what I actually paid. I have put far much time and effort into compensation, I believe full compensation is warranted. The BBB in **** has nothing for Casago ********* even though they advertise being A+ rated on their website.

  

  Business response

  03/10/2022

  Dear ******************, 
  
  We apologize sincerely for the inconveniences that you and your family experienced with your accommodations when arriving to ********* to stay at one of our properties. At Casago, we pride ourselves on exceptional customer service by exceeding expectations and these mistakes are not at all what Casago represents. After several phone calls back and forth throughout your stay, we reached an agreement that $400.00 would be reasonable compensation for the troubles you experienced and confirmed you felt this was a fair agreement. Casago initiated the agreed upon refund amount back to you immediately upon reaching our agreement that you had proposed and issued back to the 3rd party channel(s) that chose to book through; we did not have your credit card information for direct refund. Up until March 4th afternoon, Casago assumed that you had received your refund until posting this complaint via BBB, as we had not heard from you. Casago contacted you immediately to discuss and was able to discover that the 3rd party booking channel(s) that you used to book the property had still not refunded you your money. After multiple conversations back and forth over the past 48-hours, Casago overnighted a check at our expense to you directly rather than waiting to find this lost monies via the 3rd party channel(s). We appreciate your understanding that this was not at the fault of Casago and after discussing with you that you are now satisfied, we look forward to earning your business in the future and providing you a discounted rate for return. Thank you for your understanding as we urgently resolved this problem. 
  
  
  
  Kind regards, 

   

  
  
  *****************************
  General Manager
   
  *************************************
  1960 *************, Suite 104
  *********, ** 84060

  Customer response

  03/11/2022

  
  
  Better Business Bureau:
  
  I have settled my dispute with this company.
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  ********************************
  
  
   
  

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