ComplaintsforVTrips

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family checked into ***** ******** ****** on October 6, 2024. We discovered a bed in the unit was lopsided to which we reported, they sent someone out to repair and discovered the box spring mattress was upside down?? The next morning we woke to discover several bites up and down the arms of one of our party. After further investigation we found a bedbug alive. I immediately took a photo and video of said bug and we vacated that room immediately. I contacted the company to report. They asked for my picture I took. I sent it immediately and requested to be moved. They refused to move us and told us we needed to stay put for 72 hours while they investigated. We explained that we refused to remain in that cabin. They were unwilling to move us or put us in a hotel. They insisted that we remain. We left at 9:40 pm and drove 4.5 hours home after staying just 1 night of the 4 we reserved. The next day they contacted me and told me their trusted vendor had thoroughly searched the cabin and found no traces of bed bugs. I will tell you we did not kill that bug and we left it. We know it was still there when we left cause I went and got video of it moving to a crevice in the mattress cover. They completely refused to be concerned. I asked for the vendor report and they refused to give it to me. I truly believe they knew prior to us coming in there were bedbugs. I can see no other reason why that box spring mattress was flipped upside down. I had been a loyal customer for several years. They proved that day, their claim for caring about peace of mind for clients, is a lie. They care more about themselves and red tape, than the peace of mind of their clients. Not only did they lack care about us as returning customers, but showed no care about incoming families who would follow us after we checked out. I do not believe they found nothing traces. If they found nothing traces then guess what, the bed bug is still there. Beware! Mountain ****** **** ******* *** **** *******

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Noise and construction from 8 am-5pm since Monday with extremely loud noise, unable to watch tv or even talk, debris falling when we walk outside , wires hanging , holes in ceilings and walls with concrete falling on us , shaking room. I tried to contact and resolve with manage or move to another room and no response in 3 days or resolution offered. Paid over $1,000 and cannot be in room 8-5! Cant sit on deck because dust and debri and noise. Getting pelted with concrete as we walk to room . Emailed pictures and videos to show level of noise and no answer . Very unsafe for kids ! In entire complex , most ppl left and rooms are empty and we are still there . Need major price adjustment since we cannot be in the room and we should have been moved . We weren’t informed construction was going on or we wouldn’t have driven 17 hours and paid $1,000 for a family vacation . Videos sent to email .

  Business response

  10/03/2024

  BBB Claim: ********
  Guest: ******** ********
  Property: St. Augustine Beach & Tennis - Unit ***
  Dates: 09/28/2024 - 10/05/2024

  
  The guest contacted us on Sep. 26th asking about the status of the property due to Hurricane Elene hitting the area. We informed her that the unit itself was fine but the complex may have some minor repairs. The guest contacted us again on Sep. 30th stating that there was drilling happening above her. Our team reached out to the HOA to get more information about the construction happening. We received a response from the HOA on Oct. 2nd and moved the guest to another property that day. No refunds will be issued. 

   

  Customer response

  10/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Customer response

  10/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  Good morning . I am doing so because I called Monday , Tuesday and Wednesday to report the issue. Not once and waited for a response . I  sent the company emails and videos of the problem we were facing . We were not able to access the room or leave the room at times due to construction and being hit with pieces of concrete, wires hanging down , paint being sprayed , open holes in the ceiling throughout the walkways . I stated this in the email that I sent to the company with pics as proof. I even told them on Monday that the building was not safe for children because we were being pelted with small pieces of concrete. 

   

  I had to call multiple days to get it resolved and we missed out on using the unit ( accessing it , using the deck to sit , even watching tv ) for those days. One day we had to leave the building all together and couldn’t return until 5pm when the construction ended because it was too dangerous and the room was shaking . 

  The elderly lady who returned on Wednesday for some of her things as we were leaving even told us her pictures were knocked off the wall and some items knocked over . That was the extent of the problem. 

   

  I had to pack up and move on Wednesday afternoon ( again that day we had to leave the entire area ) because of falling concrete) with my almost 70 year old mother and a child to another unit, which was a pain . I’m very grateful we moved , but we should have been moved prior to that or even when we arrived or when I reported my son was hit with pieces of concrete standing on the deck and my mom was sprayed on the porch . 

  The ceiling was shaking and things were falling . That whole side of the building and the next building over ( side of building ) was emptied except for us & I explained this to the rental company several times . Nobody else was left there . They stated they weren’t aware of the construction , but I called 3 days in a row and sent videos and pictures . Someone had to be aware for nobody else to be left on the whole side of the building . Most rooms didn’t even have railings on the deck and the units were emptied. 

   

  Not one mention of the construction prior to the trip and no signs were posted warning of construction annywhere in/ on the building . I also informed them of that in case other guests were coming there . 

  We didn’t know until we were woken up at 7:45 pm Monday morning by the building shaking . It was very scary . 

  The other units were cleared.  If we had been moved prior to getting there or even when I first called and reported , I would accept the response . I waited years for this vacation and paid over $1,000 and we could not access or use what we paid for so even a small compensation would be nice of them for the inconvenience of this and not either coming to see the construction or moving us immediately. 

  I couldn’t even find a manager on site to speak to . 

  I tried to resolve the issue without reporting it to bbb or posting issues online for 3 days. I was very polite when I called and I tried explaining the issues and asking for help . I kept being told a manager would call and assist with the issues or move for 3 days straight . Nothing . 

  We didn’t get assistance until I reported it to bbb and we were left there in a construction zone .  

  I can be reached at ************. 

  Regards,

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Rented a condo (pelican view) at *********** in ********* for 8/22-8/26. When we arrived there was no internet service therefore no tv. We called Ryson and were told someone would be out on Friday. We called on Friday to confirm that someone would be out. No one had showed up by 4 so we called again and were told they would be out. No one showed up so we called again Saturday morning. Made a total of 10 phone calls and only received one call back. Each time we called we were told something different. Last call on Saturday afternoon we were told this wouldnt be resolved during our stay. They were going to speak to the owners about compensating us for the inconvenience. Still waiting to hear back (2 weeks later). We spent over $100 buying a hot spot box and time so we could at least have internet for a day. Dealing with this was not how we planned to spend our vacation.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 12, I received an email from ***** which stated that I would be getting a credit for overcharge that I have been trying to get for the last several months was charged twice $500 for cleaning. She informed me that I would be receiving 740 back as a mistake 10 days later, I still have not received that credit on July 17 at 11 AM I ask for a meeting with the management team ******* ***** and the office worker joined. I went over my concerns in an email prior to the meeting. With things that I would like to discuss first topic was how do you have a company that does not have to produce an itemized statement showing what the rental unit is producing I was told I would never see that I explained I felt we needed to hold each other accountable as the nightly rates were very cheap, but also questioned what they were charging for cleaning and pet fees to make the nightly rate so cheap once **** told me I would never receive that. He said we need to part ways after he hung up the phone. I stayed in the office to talk to the ladies ****** asked me if I would accommodate some of the guest for the next couple weeks because of it being so busy. It was hard to move them. Of course I was willing to help we agreed upon the dates she emailed those to me and copied everyone couple days later I received an email from **** stating that ****** had made a mistake in agreeing he has extended the dates even though he canceled the contract by saying we need to partways and I can’t get an itemized statement. If I don’t honor these dates, I would be charged a fee of 1500 for canceling, the contract which I didn’t he did and hung up. I never went over the other three issues that I had. I don’t know the amount that I have paid this company. I have attached all documents that I have. I never received an itemized statement so I can’t answer your question exactly what I paid the business

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a condo unit at The **** on Galveston Island for 7/2/2024 through 7/12/2024. I was unable to stay in the unit, however, from 7/8 through 7/12 because of the power outage associated with Hurricane *****. I have requested a refund for those four nights from Ryson Vacation with no response.

  Business response

  07/19/2024

  Would you be able to send me your contact information directly at *************************************** and I will personally get this addressed and handled for you promptly. 

  Thank you, 

  Customer response

  07/25/2024

  I have resubmitted my information twice to Ryson Vacation Rentals - per their request - but have still not received a response.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ***** Vacation Rentals (further addressed as "*****") was not able to honor our (Client, ***** ********, further know as "Client") vacation rental reservation on June 20 2024 through June 23 2024 due to the cleaning and maintenance crews unable to service the home for rent. ***** was unable to honor the reservation, thus a breach in contract by ***** to Client. Client asked to receive a refund due to ***** being unable to fulfill the contract. Client was told by ******* (with ***** Homes) that such a refund is not at all possible. Client realizes that as a business owner, a small fee for loss of reservation is expected and reasonable for Client to absorb. But the total loss of $3,981.73 for the reservation is not fare to Client. Especially with agreements that are presented from ***** that are void of any and all reasonable responsibility and liability on ***** Homes part to customers, and that take advantage of travelers. As you can tell this has been a nightmare of an **********. Client does not expect something for nothing. But does expect people and companies that Client does business with to be fair and reasonable, as we are sure the city of Galveston and its Mayor would agree. Client desires a refund for the unfulfilled vacation rental agreement by *****, (***** - *********** - An ********** **********, ******* Reservation Confirmation: 1057769, ******* itinerary: **************) ******* also agreed with Client that such refund would be expected and due to Client under these conditions. ******* has tried to reach ***** Rentals and hopes for resolution and refund to Client, but ***** refused reimbursement to Client

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a waterfront house for a long weekend on April 4, 2024 for 4 nights June ***** at a cost of $1,151.49; approximately one-third of the total price. The next day my son was notified that he would have to work on that week and his scheduled time off was cancelled; thus his family could not attend. I subsequently cancelled the reservation that day on April 5, 2024 and planned to reschedule the outing for a later date after I received a refund. However after 10 days of multiple emails and phone calls, my refund request was denied. I will continue to seek a full refund by whatever means necessary.

  Business response

  04/17/2024

  *******, we're so sorry to hear you had to cancel your reservation; hopefully we'll be able to accommodate you in the future. And I know we provided you with all the relevant information you need to follow up with the travel insurer. Your refund request will be fulfilled by the travel agency, so we encourage you to contact them once again.

  Customer response

  04/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21587335

  I am rejecting this response because:  Not only have I contacted ***********************, but also the umbrella brand company Vtrips; and the ************************** and all have denied any restitution or refund for the $1,151.49 reservation deposit that was cancelled only one day after the reservation was made. This is not a sound business practice.

  Regards,

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

  Business response

  04/30/2024

  *****, we're so sorry to hear about these difficulties, and we are here to help. It is our priority to ensure that this transaction is completed as quickly as possible, so if we can facilitate contact with the insurance provider, please let us know.

  Customer response

  05/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21587335

  I am rejecting this response because:  Your company is who I made this reservation with and contacted you again the next day to cancel. Therefore I hold you primarily responsible for the refund. You may of course contact the umbrella company Vtrips and/or ******************* I have contacted them numerous times without a satisfactory resolution.

  Regards,

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

  Business response

  05/06/2024

  *****, thank you very much for this feedback. As we continue to ensure that our rental policies are as accommodating as possible, we will take it into consideration going forward.

  Customer response

  05/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21587335

  I am rejecting this response because:  This is a blatant denial of their responsibility for refunding the $1,151.49 deposit for a vacation rental, which was cancelled within 24 hours of making the reservation for the rental more than ********************************************************************* hand more than any possible future business and customer relations.

  Regards,

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

  Business response

  05/14/2024

  Thank you for your feedback, *****. We are constantly refining our policies to ensure they are equitable for all parties, and we will be using your feedback as we work towards that goal.

  Customer response

  05/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21587335

  I am rejecting this response because:  "refining our policies" and "using your feedback"  are simply a refusal to resolve my complaint or offer any resolution.

  Regards,

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

  Business response

  05/15/2024

  *****, you have been reissued your funds after filing a chargeback with your bank. Thank you for giving us the chance to earn your business, and for providing us with this feedback.

  Customer response

  05/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21587335

  I am rejecting this response because:  You failed to admit fault and bad business practices. Only after 6 weeks of 14 emails, 8 phone calls, contacting an attorney, and requesting a ChargeBack of the full amount by the credit card bank; did the business finally decide to refund the balance owed. Never do business with ****************************, rockporthomerentals.com, Vtrips.com, or ************************** ******************* was my favorite vacation rental company for YEARS before the takeover by Vtrips.

  Regards,

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April ** **** through April ** ***** Requesting refund of one night stay (Friday April ** ****) due to early check out for health and safety concerns. Leadership has been contacted, so far no response. Refund requested: **3.89 plus taxes and fees for one night stay. See attachments.

  Business response

  04/08/2024

  BBB Case: ********
  Guest: ***** ********
  Dates: April *** * ***
  Property: Edgewater Tower III ****
  The guest contacted our guest services team at ****PM stating that the unit was dirty and they saw hair on multiple surfaces. Sand was also on the floor and wanted this to be addressed. We sent cleaners over to address these issues the next morning at ****am. The guest then contacted us at ****pm stating that they wanted all new sheets and coverlets to be replaced. The cleaners delivered the sheets and coverlet by ****pm. The guest contacted us on April *** at *****am stating that ** very sketchy individuals consistently knocking on the door and windows. The guest said that they were trying to call the Edgewater Security and police. We provided our best contact for Security to the guest. The guest then contacted us back at *****AM stating that they were leaving because they were shaken up and wanted money back. We informed the guest that we would not be able to provide a refund if they choose to leave since we do not have control over any outside guests. We provided the guest with a full refund of the cleaning fees since the unit was not up to our standards and ready for guests' arrival. The guest personally spoke with multiple managers regarding her stay and was issued another credit of our service fees just due to the interruptions that we had no control over. Total compensation $*******
  
  Thank you,
  ****** ****
  Regional Director of Guest Services 

  Customer response

  04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On January 1, 2024 at 3:06 PM EST I booked a property through ******, Receipt ID **********, for a property in *********** **. It was a 3 night stay from February 8, 2024-Sun February 11, 2024. confirmation code *********** I paid in full on January 1, 2024 for $2,364.82. I arrived at the address on time on February 8th for check in at 4pm. Friday February 9th around 5pm they informed me that the propane tank was supposed to have been filled this day and the property owner said the propane company rescheduled for Monday February 12th. Jackson Mountain is the overseer of this property. They communicate since the house was out of propane there would be no hot water and not heat in the home. Temperatures were around 30-40 degrees F each night. I had an 82 year old woman with physical limitations and a 7 year child in the home. A total of 9 people were occupying the home. Jackson Mountain did relocate my party of 9 to a new location. I was told over the phone they would consider covering the expenses with the relocation, the inconvenience, and loss of the original stay. I have reached out several times to ****** and Jackson Mountain. They are refusing to rectify this situation. The relocation was to a worse house. We were not relocated with an upgrade. The property manager failed to plan to have the propane tank filled, even though I paid 5 weeks in advance. I want a full refund or given the flexibility to have another four day three night stay at this property on a weekend of my choosing.

  Business response

  02/20/2024

  BBB # ********
  Guest: ******** *********
  Property: ******** ******
  Arrival: 2/8/2024            
  Departure: 2/11/2024

  
  The guest contacted us on Feb. 8th at 3:28pm stating that the fireplace would not light. We sent a technician out who determined it was not due to something small that our local property management team could repair. We sent out a repair company on Feb. 9th and later discovered that the propane tank buried on the property was out of gas. Our company called the local vendor to refill and was provided the soonest date would be the 12th as they do not work weekends. Once we were provided this information, we then reached out to the guest with the option to move from a 6-bedroom property to an 8-bedroom property due to the inconvenience. The guest accepted and moved to the new property the 2nd day of the reservation and the same day we were told that the gas would not be refilled until after the guest's departure. I believe our company acted swiftly to address these concerns and the guests were able to stay at an upgraded property. Please see the attached confirmations showing the upgraded property that they were relocated to within 24 hours of the complaint. No further action will be taken.
  
  Thank you,
  ****** ****
  ******** ******** ** ***** ******** 

  Customer response

  02/20/2024

  We did communicate that we were able to get the fire place lit on the evening of 2/8. I was informed they had scheduled the propane tank to be filled on 2/9 but the company wasn’t able to come out. 
  

  i was told I would be considered for a refund. I haven’t received a refund. I was told I would be compensated for the move and expense of destroying all our decorations over the phone when I spoke to the local property manager. 
  

  i have been attempting to resolve this issue with Jackson Mountain property and ****** directly. 
  

  i am more than happy to upload the additional communication. My issue is I booked five weeks in advance and paid in full for a location I wanted. Their lack of planning doesn’t mean an error on my part. The location we were moved to was trashy! 

  Customer response

  02/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  We did communicate that we were able to get the fire place lit on the evening of 2/8. I was informed they had scheduled the propane tank to be filled on 2/9 but the company wasn’t able to come out. 
  

  i was told I would be considered for a refund. I haven’t received a refund. I was told I would be compensated for the move and expense of destroying all our decorations over the phone when I spoke to the local property manager. 
  

  i have been attempting to resolve this issue with Jackson Mountain property and ****** directly. 
  

  i am more than happy to upload the additional communication. My issue is I booked five weeks in advance and paid in full for a location I wanted. Their lack of planning doesn’t mean an error on my part. The location we were moved to was trashy! 

  Regards,

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

  Business response

  02/20/2024

  BBB # ********
  Guest: ******** *********
  Property: ******** ******
  Arrival: 2/8/2024            
  Departure: 2/11/2024

  Please see the attached section of our Rental Agreement that has been initialed but the guests stating that they understand and agree to the policy that allows us to relocate the guest if the property becomes unlivable. No further action will be taken. 

   

  Thank you, 

  ****** **** 

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

  Customer response

  02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I was told over the phone by the local property manager I would be considered for a refund. Why was that mentioned to me if the agreement says no refund? This is so wrong to have moved me in to a property with no propane. You are show zero humility and certainly no compassion. The place we were moved to was a dump! The property manager of that location was aware that both hot tubs were broken and all the other issues in the house. The only aspect that may have been comparable was prove. There was no view and no privacy! Such a shame you guys lied on the phone about considering for a partial refund, let alone not allowing my guests and I a do over with a full propane tank at ********* ******. I paid for a good and shouldn’t have been relocated. You messaged unaware there was no propane on this BBB complaint, but truth is upon relocation the fire was still burning the night I went to get my mom and grandma from the residence. You guys had scheduled a propane delivery for a day while guests were present. I have already attached the text in the previous response proving that. This is disgraceful. I’ll attach the fire place burning again. 
  

  Regards,

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

  Business response

  02/23/2024

  Please see all previous comments, attachments and communication. No further action will be taken. 

  Customer response

  02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is wrong. Failure to ensure utilities are properly maintained is not an act of God, it’s failure to conduct business properly. Ensuring propane for heat and hot water was in place is within your control! 

  Regards,

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

  Business response

  02/26/2024

  BBB # ********
  Guest: ******** *********
  Property: ******** ******
  Arrival: 2/8/2024            
  Departure: 2/11/2024
  Please see the attached section of our Rental Agreement that has been initialed but the guests stating that they understand and agree to the policy that allows us to relocate the guest if the property becomes unlivable. No further action will be taken. 
  
  Thank you, 
  ****** **** 
  ******** ******** ** ***** ******** 

  Customer response

  02/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Paying the utilities and providing heat was well within in their means. The propane should not have been empty, especially a 50 gallon one after less than 24 hours. That is a failure on their part.

  Regards,

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We rented a cabin ********* ***** ** *********** *** and the first night encountered three cockroaches. Our party had a disabled child with severely compromised lungs, another toddler and a pregnant woman among others. One cockroach, fine, second raised concerns but the third, all the first night - was not acceptable. We also witnessed one going back into the wall, presumably, where his nest was located. We left immediately in the morning after a panicked effort to find an available hotel nearby. We immediately spoke with the rental group before leaving as well, including sending them pictures of the insects in the home. Two days later they said their licensed inspector checked the property and saw no justification for our leaving and would not refund our money. They said it is fine and not an infestation. They said it was just a 'cleanliness issue'. We spent well over an hour unpacking and repacking suitcases to ensure we were not taking cockroaches with us. They are refusing to return our rental fee of well over $2000. Discussion with management was awful, they are keeping the money because contract does not say we can leave due to the cockroaches we experienced. They clearly do not care about the experience of their customers or their health or well being of a severely handicapped child. By the way, I offered to hire another independent inspector to check the cabin, but they refused. As another insult, they refunded me $118, for the inconvenience experienced that night, but kept the other $2000. I have rented many accommodations with ***** have encountered pests and was able to rectify the situation with the owner. Due to the pervasive, invasive habits of cockroaches and the diseases that they are known to carry and the health effects their presence can have on humans especially with those that have compromised health; I felt justified in our immediate evacuation and request for reimbursement. Despite all of these details, our request was denied.

  Business response

  01/22/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  The guest called in to report roaches on Nov. 26th 2023 at 8:27am stating that they would like to leave immediately with a full refund due to roaches. We explained to the guest that we would need to send a vendor out to treat the unit and inspect for pest. Guest vacated at 12:32pm stating that they need a full refund since they have left the unit. Pest control arrived to the unit on Nov. 27th and reported that they did not see any indication that there was a roach issue. We feel that the compensation provided of $118.39 was fair. Please see the attached invoice from the pest control vendor.
  Thank you,
  ****** ****
  Director of Guest Services 

  Customer response

  01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  in less than 3 hours we experienced 3 cockroaches.  One 3 year old doesn't have use of his arms and would not be able to take action to protect himself should a cockroach get on him. His lungs are also very weak and cockroaches are a health risk. I provided the company pictures of the roaches and cracks and gaps they entered.  I also offered to hire an independent pest company for a thorough look but was denied.  I could not risk health of this family and wait up to 2 days for their pest company, due to the unclean conditions of this property.  We all traveled far for this vacation and could not just drive back home. My rentals cost is now doubled as I had to pay another $2,500 for another hotel.   What would be fair would be for me to pay for the one night we were there and a cleaning expense (we did sleep in the beds that one night) and get a refund for the balance.  I have attached pictures.

  Regards,

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

  Business response

  01/23/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  The guest called in to report roaches on Nov. 26th 2023 at 8:27am stating that they would like to leave immediately with a full refund due to roaches. We explained to the guest that we would need to send a vendor out to treat the unit and inspect for pest. Guest vacated at 12:32pm stating that they need a full refund since they have left the unit. Pest control arrived to the unit on Nov. 27th and reported that they did not see any indication that there was a roach issue. We feel that the compensation provided of $118.39 was fair. Please see the attached invoice from the pest control vendor.
  Thank you,
  ****** ****
  Director of Guest Services 

  Customer response

  01/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  As indicated in my prior response, we paid over $2100 for a full week, but only could stay for one night.  We were unable to stay due to the cockroaches.  In one night we saw 3 roaches and were able to kill 2, but 1 escaped through baseboard gaps.  Had we stayed, we would be at high risk of serious health impact to our disabled and susceptible child.   I have provided proof of 2 of the roaches we were able to catch on camera, regardless of what their pest person says.  This was an extremely stressful and expensive situation for us to have to vacate, and find a alternate stay with no advance notice.  It was not our desire to leave, and got no benefit out of doing so, only.  I do not understand how a $118 refund represents a fair resolution given we paid over $2100 and were forced to leave after 1 night.  it was not our fault we had to leave.  I would like to request a reasonable refund.    

  Regards,

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

  Business response

  01/25/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  Please see all prior communication and invoices from licensed vendors. No further actions will be taken. 

  Customer response

  01/31/2024

  Sorry for the delay in responding.   I do not accept the response from the vendor on this situation.   I am still due a refund for all but the one night we stayed in their establishment.  As indicated in prior statements, we had to leave after the first night due to the multiple cockroaches and risk to health of my family.

   

  Business response

  01/31/2024

  BBB Claim: ********
  Guest: **** ******
  Unit: ******** *****
  Dates: *** *** **** * *** *** ****
  
  Please see all prior communication and invoices from licensed vendors. The guest claims there were multiple roaches in the unit but per the licensed vendor none were found. The guest refused to allow us the opportunity to address any issues and demanded a full refund despite our reasoning. Please see the attached SIGNED rental agreement that the guest acknowledged this policy and agreed by signing. No further actions will be taken. 

  Thank you, 

  ****** ****

  Regional Director of Guest Services

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