ComplaintsforIsland Vacation Properties, LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  We rented this house for a week and it was filthy, one toilet was not even sealed, shower wouldn't drain, sink wouldn't drain, the ac was dripping across the ceiling in the kitchen. We contacted them immediately and went to dinner. While we were gone they entered the premises with our personal belongings, purse, everything without notification of any kind. We got back and noticed doors had been left open. They said oh someone came to clean, which they did not. I have supporting documents, videos, photos, emails, texts..but the files are too large to attach. I emailed all photos and videos and they offered to refund cleaning and linen fees. ***** did all the linens before we left..in speaking with our attorney, not only are we due a refund for the disaster but, can proceed with legal proceedings for entering the property we rented without consent. We are asking for a full refund.

  

  Business response

  07/31/2024

  Response to BBB Complaint ID ********
  Introduction:
  Dear ***************************,
  Thank you for bringing this complaint to our attention. We acknowledge the concerns raised by ***************** regarding the stay at our property from June 15, 2024, to June 22, 2024, as reported by his guest, *********************. Customer satisfaction is of utmost importance to Island Vacation Properties, and we strive to address all concerns promptly and professionally.
  Response to Specific Claims:
  Cleanliness and Unauthorized Entry:
  Cleanliness: Upon receiving the initial complaint about the cleanliness of the property, our team immediately sent the cleaning crew back to address the issues. This was confirmed with ***************** over the phone on June 16, 2024. The attached maintenance logs and photos show the condition of the property before and after the cleaning.
  Unauthorized Entry: Our contract clearly states that maintenance staff may need to enter the property for necessary services. The only people who entered the rental had authorization from ***************** and were there solely to address housekeeping and maintenance concerns. We regret any distress this may have caused and have addressed this internally to prevent future occurrences.
  Property Condition Issues:
  Toilet, Shower, Sink, and AC Issues: We received detailed reports from ********************* about the condition of the toilet, shower, sink, and AC. Our records indicate that maintenance was scheduled to address these issues promptly. The maintenance logs and service records attached provide evidence of our attempts to rectify these problems.
  Refund Request:
  Cancellation and Refund Policy: According to the terms and conditions agreed upon at the time of booking, cancellations made within 60 days of arrival are nonrefundable. However, as a gesture of goodwill, we agreed to refund the cleaning charge as confirmed in our communication with ***************** on July 5, 2024. The check for the cleaning fee was sent as agreed. During our phone conversation with ****, we mutually agreed that the cleaning refund was satisfactory. Additionally, we noted in his records that when he is ready to visit **** ***** Island, we will extend a special discount and work closely with him to find the perfect vacation rental that meets his exact preferences.
  Resolution Attempts:
  Throughout the stay, we made several attempts to address the concerns raised by *********************. We communicated promptly and took action to resolve the issues. Our team notes and communication records demonstrate our commitment to providing a satisfactory experience for our guests.
  Conclusion:
  Island Vacation Properties has been serving travelers for 24 years, managing over 170 vacation rentals. We have an impeccable track record and have never encountered a situation like this in our companys history. We remain committed to maintaining high standards of service and ensuring a pleasant stay for all our guests. While we believe that we have addressed the issues to the best of our ability, we remain open to further discussion to resolve this matter amicably.
  Thank you for your attention to this matter.
  

  Customer response

  08/01/2024

   
  Complaint: 21972442
  
  I am rejecting this response because:

  First of all I have proof and documented videos as well as photos that these issues were NEVER  taken care of. I have videos the actual day we were leaving which were sent via phone and email.at that time we were asked to give them time to look into it and would get back to us. The toilet is coming off the floor in the one bathroom, the shower completely stopped up, the sink as well, and dripping water from the celling in the kitchen and Laundry area. 

  When I contacted them upon walking in it was about how dirty the home was. We never heard another word..while we went to dinner someone entered the home without notifying me at all! They did nothing to the house. We wouldn't have known they were there if they hadn't opened the bedroom closet door and left it.

  Oner bathroom completely inoperable the whole stay and constantly cleaning water off the counter and floor in the kitchen the entire stay.

  If we do not receive a refund, our attorneys are prepared to step in, a cleaning fee refund is not acceptable after all the issues.

   

  
  Sincerely,
  
  *****************

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