Premier Vacation Rentals at Smith Mountain Lake, Inc.

Nothing but problems with the vacation weekend! We are being accused of breaking a washer button, when we never used the washer! Now we are being scammed out of over half of our deposit! Stay away from this vacation rental company! There are better out there that do not rob hard-working customers!

Fantastic company, resolves anything quickly.. we were in a budget home , and the owner of this company goes over and beyond- we have had experiences with 3 other companies at the lake- that never call you back, from lake retreat to sml rentals- remax- Premier vacation rentals smith mountain lake is for everyone and on spot !

Review: I made an online reservation with this company and they cancelled the booking after I refused to pay an additional 3,300 dollars. I even had a signed contract with them. I complained to '[redacted]' who did not care they were in the wrong and proceeded to cancel my reservation. I have a written contract signed from them for my dates. They charged my credit card also. Now I have scheduled many events and have to let family know we will not be able to stay there.

Almost seems like a scam, but the lady said it was a computer glitch. The computer glitch isn't my responsibility and they should honor the contract they made.Desired Settlement: I would just like to see them honor what was advertised and the contract they made.

Business

Response:

Good morning,It is our understanding the customer is upset with a mistake our online booking system allowed. Customer booked online and emails were automatically sent, incorrectly stating the amount of rent for the home was $00.00. In addition, no taxes or damage deposit were charged. Taxes are required by state and local agencies. Customer assumed this to be a "special end of summer rate". Clearly this is an incorrect calculation. Customer was immediately sent the correct quote and asked to confirm if he wished to continue with the process of booking the home for his Labor Day stay. Premier did not charge customer's credit card. Customer responded he would not pay the amount required for his dates so Premier cancelled his reservation and promptly notified him, leaving him the opportunity to book another location.This is in no way false advertisement and we would sincerely hope the customer can agree. Again, clearly an error in our online system which is being corrected. Respectfully,Premier Vacation Rentals

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have a signed contract with them for $300 and it included an $800 deposit for 3 nights. The $300 was paid in full and the contract was signed and completed. I feel this business is taking advantage of consumers by not accepting responsibility for their errors. They have everything set up to protect themselves and when there is an 'error' they want to not hold their end of the contract up. It is their responsibility to make due diligence before accepting a signed contract. emailing a customer that has a signed contract, has paid in full, a day later and say you owe 3400 dollars more is far from equitable.

Regards,

Business

Response:

Thank you for acknowledging Premier's additional response to customer complaint #[redacted]- [redacted].There is no evidence of false advertisement --please see attached screenshot of sample booking of same property, same dates on our website, that customer booked. Clearly the rent and included tax, fees are displayed in the customer's rate quote. In addition, we contacted [redacted], our booking software provider, and have a response from our account executive. His comments regarding booking #[redacted]/ [redacted] are posted below:Hello [redacted],This was an error due to an incomplete integration. It looks like [redacted] was passing incorrect rates without the mapping file being completed on [redacted] end. Let me know if there is anything else that can be done.Thank You,[redacted]Hopefully, the customer can understand the error in his booking. Contract went out automatically, again thru the system. Premier recognized the error immediately and contacted customer-Premier never charged his credit card. Customer was given the correct reservation amount/fees for the luxury home he booked and he declined to pay. Hence we cancelled his booking and he was free to book another property of his choice.Respectfully,Premier Vacation Rentals

Fantastic service, they advertise properly- you do have to read and push the button " terms and conditions" - which has been around for over 10 years on their web site- so not sure how no-one can miss that. They go over and beyond- even offered t give us a home for an hour when the power outage occurred.. Great team, really there- could not contact other agencies at the lake in the past. Come right out and help.. Homes re clean and finally we found the right agency on the lake to use.

Review: We are writing to express concerns over what we believe are unethical and unfair business practices by

Ms. [redacted] in accordance with Code of Ethics and Standards of Practice, Article 1.

My husband and I rented a lake front home in Smith Mountain Lake from PremierVacation Rentals

(President/owner [redacted]) from 7/12/14 - 7/19/14.

Our first day in the rental was extremely hot and the a/c was not working properly. Ceiling fans and

electrical outlets were also not working or, you couldn't figure out which room held the controls for a

light in another room. We placed a call to the "800 help" number that was in the rental. Getting no

relief from the phone conversation, the owner, [redacted] and an associate showed up at the rental

that night unannounced. We were unaware that she was the owner when she and her associate

arrived. This is definitely a conflict of interest and unethical. She searched through the bedrooms under

the guise of monitoring the temperature. While the a/c issue was resolved the atmosphere with Ms.

[redacted] was frigid to say the least and we were verbally assailed which left us dispirited. We began to

notice signs placed strategically throughout the house threatening to withhold renter's S500 security

deposit if you didn't keep the temperature of the house to a certain degree, if the renter put anything in

the toilets other than toilet paper, if the renter left the tv to a station not preferred by owner or moved

the tv cables and so on (there was 2 pages of instructions on how to operate the cable on the television,

which out of fear, we didn't use).

Friday, July 18, the day before we departed, we cleaned the rental house better than agreed upon in the

contract and left the property cleaner than we received it. We video recorded every room in the house

and even the laundry in the washing machine. We departed on July 19 by the agreed upon time in the

contract. Four days later we received a certified letter from Premier, Exhibit A, explaining why we did

not get our $500 deposit back. Our letter in response, Exhibit B, rebuffs these accusations. Exhibit C is

a brief email exchange I had with Premier on 8/11/14. Exhibit D is our letter requesting one final time to

return our $500 deposit. As of 8/25/14, there has been no response from [redacted] and Premier.

We would like to make several points:

1) My family did not use or have any intention of using the kayaks located at [redacted]. We don't know how to operate them to begin with. These kayaks were clearly

chained to a tree on the outside of the fence. My family also did not remove anything from

Log [redacted] that did not belong to us.

2) Ms. [redacted]'s photos of the alleged damage are irrelevant, immaterialsince we did not use

or relocate the kayaks. The kayaks were left chained up to the same tree and in the same

condition as when we arrived at the property. We have video record that can vouch for this.

As a matter of record, the photos provided by Ms. [redacted] did not have the date/time posted

on the photo to indicate when they were taken. lt is our belief that any real estate agent

carries a digital camera that displays date/time (often for legal reasons) at all times. We can

get corroboration from all six of us who stayed at the property that the kayaks were left

alone and remained chained up as when we arrived at the property. Ms. [redacted] did not

take criticism of her home very well, and we believe that Ms. [redacted] is personally attacking

our character with these allegations due to the unfortunate incident in the rental on our

first night and is using these pictures of damage to "get even" with us.

3) Allegations made in emails from Exhibit C states that 3 of the year round neighbors

witnessed some of our family using the kayaks. The statement is false because as stated

above the house next door had renters in it during our stay and they were the ones using

kayaks that came with their rental. [redacted] is accessible via water and road. It

would be very easy to pull a boat to the dock and walk onto the property.[redacted] kayaks are on the outside of the privacy fence. Premier's email mentions that "boat

people" witnessed us using the kayaks...l'm having a hard time picturing this one...

After the shock wore off from being accused of stealing and damaging personal property, we've come to

realize that aside from spending a great deal of money navigating in the legal system, a consumer does

not have many outlets to fight these types of disputes.

We are asking [redacted] Revdex.com and the [redacted] to look closely at Ms. [redacted] and Premier's business practíces and to formally

file a complaint in hopes of keeping others from being victimized. Ms. [redacted] is not only President of

Premier Vacation Rentals but also with [redacted] . lronically, information

provided on the [redacted] website indicates that Ms. [redacted] is lacking 3 Ethics credits for 2013.

During out stay at [redacted] we accepted about 6-7 packages that were delivered via [redacted],

addressed to [redacted], we thought it was odd and wondered why would I want to be responsible for

the owner's packages? Further investigation reveals that [redacted] operates under [redacted] But, isn't that the

vacation home we just rented for $4045?

Sincerely,

[redacted] & [redacted]Desired Settlement: Refund our $500 deposit

Business

Response:

Sept. 12, 2014

See attached files in response to this complaint ID [redacted]

Thank you for your time,

Premier Vacation Rentals @ SML, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

Good afternoon

As stated before this appears to be a personal issue between the [redacted] and [redacted]. This has nothing to do with the company as witnessed and seen in the lease agreement. Our attornies would like to pass on that if they needed anything - they should supponea the info from Mr [redacted], PC.

All testimonies and other facts have been submitted thru them

I am not sure why the Revdex.com is involved with a personal claim? This has nothing to do with Premier vacation Rentals inc.

The two are separate facets.

attached is the lease - that states only the owner of any home, can make decisions on their home, not this company.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

Regards,

Business

Response:

9/12/14 Response To the Revdex.com:

To Whom It May Concern

First and foremost-Premier Vacation Rentals does not make nor force any owner to withhold damage deposits. Therefore this is not a matter with Premier vacation Rentals- we have to by VA law, follow what the owner directs us to do. The [redacted] need to contact the owner – not the company for any and all complaints on this matter. However here are a few of the facts:

As a note:

1) People saw them in the boats

2) They said they kayaked in the cove to a vendor, that was in a discussion with them

3) They had a daschund that barked a lot, ( in fact- I told them I had a dog like that also that barked a lot- good security)- so if anyone came into the area- that dog would have barked and they would have heard it. If this occurred I am sure they would have called immediately, since they did call about how to operate all the light switches, gfci, the air and the hot-tub.

4) The [redacted] accused the tenants next door of using them and crossing over the lawn. The neighbors have corrected their false statement. Also from that side it is nearly impossible to climb over 8 foot solar panels, once you have climbed the fence.

5) In conclusion- the only party responsible is the [redacted] for the damages, we are forwarding all exhibits to an attorney, and the [redacted] may suponea these, if they desire. Due to tenant privacy – they are not allowed to see private names or emails until they do this.

6) The blankets are missing, and every owner relies on the inspection to tell the the facts. Why would the inspection team lie?

Overall

1) This company does not make any damage deposit decisions, every owner must do this. We email the issue to the owners and call them and send photos and they decide. As per the lease they signed and as per the web site, this has always been the way Premier vacation Rentals @ SML inc has operated. So this company, and I as Broker of both companies have no authority to withhold any damage deposit- only owners do.

2) I as the owner of this home made the decision based on knowledge of kayaks and pricing,

3) Over the past 15 years we have withheld approx. 1% of damage deposits across the board on several homes – in which the owner has directed us.

4) Log [redacted]- my home has had only 2 withheld in 283 bookings, since 2011, this equates to .07% -One was withheld in 2005 – when the tenant called and said they put the boat thru the dock roof. They were a repeat and still come to the lake and our homes. We both spilt the cost. So I am very fair and honest with every tenant in any home, mine and my owners.

5) I have never withheld a damage deposit on any home I have ever owned intentionally. Why would I-? It makes my life miserable, and have to go thru all of this. It cost my company over 100 hours per withholding of any deposit, even without a complaint like this. (My home owners do not know this- we take the brunt of it after their decision.)

6) I have acted very professionally towards them and stated facts and I have also NOT charged them in court for the extra amounts, which I could according to the lease.

Please see the attached lease.

I believe this addresses the concerns raised. If not, feel free to contact me

Sincerely

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID 1[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] IS THE OWNER of [redacted]. We’ve contacted the owner, [redacted] with two certified letters….and heard nothing but crickets. Only when we formally complain about her business practices does she comment.

1) People saw them in the boats. The “People” did not see anyone from the [redacted]’s family in a kayak. The “People” saw the [redacted]’s family in a rented pontoon boat. The “People” saw my husband and son in the canoe that was provided FREE from [redacted]. Would these “People” be confident enough to testify in a court of law as to who they actually saw in a kayak? I don’t think they would

2) They said they kayaked in the cove to a vendor, that was in a discussion with them “They” did not see anyone from the [redacted]’s family kayak in the cove. What vendor is in the cove? The cove consists of private homes and no businesses. Would “They” testify in a court of law as to who exactly they saw in the kayak? No, I don’t think they would

3) They had a daschund that barked a lot, ( in fact- I told them I had a dog like that also that barked a lot- good security)- so if anyone came into the area- that dog would have barked and they would have heard it. If this occurred I am sure they would have called immediately, since they did call about how to operate all the light switches, gfci, the air and the hot-tub. This a true statement. Our beloved Dachsund would scare away any bad guys.

4) The [redacted] accused the tenants next door of using them and crossing over the lawn. The neighbors have corrected their false statement. Also from that side it is nearly impossible to climb over 8 foot solar panels, once you have climbed the fence. This is a completely false statement. This is a quote from my letter to [redacted]:

Good morning,

attached below please find our letter denying allegations that led us to lose our security deposit of $500. This letter was sent via [redacted] on Thurs, July 24, and we've yet to hear a response. Please respond ASAP, thank you.

Saturday afternoon (7/12/14) we arrived early…..in our excitement of being on vacation, we video taped the cleaning crew while they were making up the beds, and no where in the tape do you see a “red twin sized blanket”.

We believe that there is sufficient evidence that clearly explains the “blue house” had the young folks using their kayaks associated with their rental. Could it be possible that your neighbors got the wrong house? Throughout the week, the young folks at the “blue house” were using the kayaks and horsing around. Those kayaks were located in the water directly in front of [redacted]….we just sat on the dock and watch them play. In no way do we accuse the neighbors of stealing the kayaks from [redacted]. We are saying the neighbors used their kayaks provided to them by their rental house. They used these kayaks many times in the waters in front on their rental and in front of [redacted]. Anyone looking out at the water would not know what house these kayakers belong to. It’s a very easy mistake to make.

5) In conclusion- the only party responsible is the [redacted] for the damages, we are forwarding all exhibits to an attorney, and the [redacted] may suponea these, if they desire. Due to tenant privacy – they are not allowed to see private names or emails until they do this. I will request this attorney information in a separate certified letter to [redacted].

6) The blankets are missing, and every owner relies on the inspection to tell the the facts. Why would the inspection team lie? We video taped the cleaning crew making up the beds in the house. At no time did they put red blankets on the twin beds.

Overall

1) This company does not make any damage deposit decisions, every owner must do this. [redacted] IS THE OWNER. We email the issue to the owners [redacted] IS THE OWNER and call them and send photos and they decide. As per the lease they signed and as per the web site, this has always been the way Premier vacation Rentals @ SML inc has operated. So this company, and I as Broker of both companies have no authority to withhold any damage deposit- only owners do. [redacted] IS THE OWNER OF [redacted]!!! HOW MANY WAYS CAN WE SAY THIS????

2) I as the owner of this home made the decision based on knowledge of kayaks and pricing, Whew, she finally admits she is the owner of [redacted].

3) Over the past 15 years we have withheld approx. 1% of damage deposits across the board on several homes – in which the owner has directed us. [redacted] IS THE OWNER of [redacted]

4) [redacted]- my home has had only 2 withheld in 283 bookings, since 2011, this equates to .07% -One was withheld in 2005 – when the tenant called and said they put the boat thru the dock roof. They were a repeat and still come to the lake and our homes. We both spilt the cost. So I am very fair and honest with every tenant in any home, mine and my owners. This has nothing to do with our claim

5) I have never withheld a damage deposit on any home I have ever owned intentionally. Why would I-? It makes my life miserable, and have to go thru all of this. It cost my company over 100 hours per withholding of any deposit, even without a complaint like this. (My home owners do not know this- we take the brunt of it after their decision.) This has nothing to do with our claim

6) I have acted very professionally towards them and stated facts and I have also NOT charged them in court for the extra amounts, which I could according to the lease. This would have been better in court, the owner would have at least been made to provide PROOF that the [redacted]’s family damaged her kayaks.

Please see the attached lease.

I believe this addresses the concerns raised. If not, feel free to contact me. No, this does not address all of the issues. We believe that [redacted] has not proven to anyone that the [redacted]’s used her kayaks and damaged them. At BEST, we have neighbors WHO THINK they saw people from [redacted] in her kayaks. At BEST, we have an “inspection team” that couldn’t even dust off the tv or get spider webs hanging from lamps and major dust bunnies from under furniture, which of course my family cleaned up prior to our departure from [redacted] out of fear that we would be accused falsely of something we didn’t do and have our $500 deposit withheld……wouldn’t that be horrible??

Regards,

Review: On September 4-7, 2015, I rented a home called [redacted] from the Premier Rental Agency. The home was not as wonderful as described and had some problems but we were going to accept it as it was. We checked out on time and cleaned the home well. On 9-8-2015 at 3:59 AM I received an e-mail stating that the microwave handle was broken and the kitchen cabinet doors were stained so I would not be receiving my refundable damage deposit of $600.00. I asked that photos of this damage be sent to me. The photo of the cabinet doors was sent. This supposed damage was not done by us and can be seen in their advertising photos of the property. The handle that the said was smashed to pieces was not sent until 9-12-15. This photo was not of a broken handle but of a supposed crack in the door! As can be seen I am exasperated by these fabricated damages and the scam to keep my damage deposit. This home was treated with respect and no damage was done!Desired Settlement: Return of damage deposit in the amount of $600.

Business

Response:

Good Morning,Customer stayed at the home Sept 4-7, 2015 as stated and our company received no complaints whatsoever. Upon departure, damage in kitchen was found and reported to our staff. We in turn notified the customer and owner, along with sending photos. Legally, in the state of Virginia, we have 30 days to refund any monies and the amount withheld is utimately up to the owner, not Premier Vacation Rentals. Customer needs to stop harassing the owner and this company. We are within the limits of Virginia law.Respectfully,Premier Vacation Rentals

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have never spoken to the owner of this property. I do not consider being wrongfully accused of damaging property and questioning this harassment! My request is to receive my full damage deposit as none of this damage was done by myself or anyone in my party.

Regards,

Business

Response:

As stated, we have recently refunded a major portion of the damage deposit to the customer. This transaction was completed well within the 30 days allowed by Virginia law. The owner did not withhold any monies for the stain on the cabinets. Photos have been sent to the customer as well as a breakdown of charges. The owner determines the amount withheld, not us.Regards,Premier

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis offer is less than half of the damage deposit. I still am sure no one in my family or myself caused any damage to the microwave or cabinets. I still feel this is a scam since the statement of damages kept changing. No matter the outcome, I hope this owner and rental agency is kept on constant surveillance for unethical practices!

Regards,

Review: I booked a specific rental condo. I received a confirmation email including the unit number and the dates. I paid in full over three months in advance. Five days prior to my arrival I was sent an email stating the condo was changed to a lower floor than originally agreed upon. When I called I was told that the original condo which I was confirmed in was rented out long term and was not available. I asked how that could happen when I had confirmation of that specific unit and was told by [redacted] she was just doing as her boss Leslie Caroline Becker had advised. I asked to talk to Leslie and [redacted] refused her number. I did have previous emails from Leslie as I was planning on using her real estate services during my visit which included her number so I called directly and left a message. She responded by email only and stated I had five hours to take the lesser condo at the same price or cancel. I again tried to teach her by phone and again left a message requesting a return call. I got another email stating to "make a decision if I wanted the lesser apartment at the same price or not! Five days prior to my vacation, a confirmed email on a specific condo from April, and in July I have to either take a lesser condo at the same price or have nowhere to stay.Desired Settlement: I would like to be reimbursed for the $300 extra it cost me to now boom a condo with another rental agency in the same building on the fourth floor as my original contract stated.

Business

Response:

Good aftenoon, According to Virginia law. we represent the owner. It was the owner's decision to accept a long-term rental on the first unit. We notified the customer that we had moved her to another unit with the same view and comparable furniture. She refused and asked for a full refund which we refunded to her credit card the same day. We do not owe her for any additional expenses as per Virginia law. regards. Premier Vacation Rentals @ SML

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Premier vacations sent me a confirmation email referencing a specific condo unit on the 4th floor as promised by Leslie Caroline Becker. Prior to making my reservation in April, I stressed to her that I wanted only the 4th floor and she assured me that would be the case. In July 5 days before my vacation I received an email that I was changed to the 2nd floor. I have reviewed many condo units in the building via their websites and by no means is the view comparable. When I voiced my concern of them breaking their contract, I asked for a reduced rate due to the more limited view and the email back read "I am sorry, so make a decision on if you want to come to 325 or not!". I also was unable to get Leslie on the phone after numerous messages, I was hung up on by her manager [redacted]. If this was a change due to the owner of the unit, don't they have proper agreements with their clients as to renting units? if they have a clause in their agreement with the owner, shouldn't the renter be notified that a change can be made? There was nothing in the email attached below that states any changes could be made. This is truly a company with no loyalty to their customers who makes promises they can not keep and offers no compensation for their actions. I truly believe this change was made by Leslie Caroline Becker due to the fact I decided to go with another realtor looking for property in the area as this change came about 2 days after I notified her I would not be working with her. UNETHICAL! Hello [redacted], We are glad that you will be visiting Premier Vacation Rentals located in Huddleston. You have reserved The Lakefront Condo 348 Remember Buy or refer a buyer for real estate at Smith Mountain Lake to our sales department and this vacation could be free! call ###-###-#### for real estate needs or visit [redacted] Also, remember to book your boat! Quality boats are in short supply....call & reserve today. They drop off & pick up at your dock. SML Premier Boat Rentals ###-###-#### Your credit card was charged the vacation amount, which is due 90 days before. Below is additional information related to your stay: Check in at 3pm, check out at 10am Booking Details Confirmation Number: [redacted] Created On: 4/1/2013 Status: Confirmed Check-in: 7/27/2013 Check-out: 8/3/2013 Adults: 2 Children: 0 Special Requests: Regards,[redacted]

Review: Website provided very confusing information about night minimums and price. Put in request for July 4 - July 6 (checking out). Was sent a quote from the vendor. $375 per night. Based on this, turned down another 4th of July vacation opportunity. Went to book the rental and all of a sudden it says 3 night minimum. Checked again a few minutes later and price had inflated to $400. Called [redacted] and she refused to honor or even look at the quote HER company sent me. She claimed the site sent it, not her company, even though it has their company logo on it. [redacted] refused to view my quote, refused to look at all of the conflicting information I told her I had and then presssured me to book for three nights now or she'll give it to someone else. I plan to investigate whether this qualifies as discrimination or not. She also explained that the home was new for them and so there may be inconsistent information the site. Yet, she expected me to deal with the consequences of it. I have screen shots of all of this information. Now, I have nowhere to relax for the 4th of July all because this company refused to honor their own quote.Desired Settlement: I would like for this experience to be publicized so other consumers know to look out for it.

Consumer

Response:

Resolution requested is for this company to honor its quote for this 4th of July Weekend. I missed out on other plans due to this.

Business

Response:

First we would like to clarify the issue, this person did not book anything with us.

Second- the web site does state 3 night min in the summer, 2 nights is during fall and winter, we are sorry the consumer did not read on further.

Third- the rates vary- as the consumer sent in on their post. When you click book it- as per our emails to the consumer - you see the exact rate for that day.

Fourth- It is a shame people who do not travel alot anymore - do not realize that a varying rate ( as seen on the complaint does mean the rate varies) - no-one can call up or email and demand the lower rate. I do not personally do that with the airlines when I see that nor any hotel- I understand it varies.

The 400 was the holiday rate and it booked.

Fifth- By VA law- owner and Brokers set rates - by fair housing acts- we nor any home owner is allowed to change rates just because one consumer cannot afford the trip. They called the day before arrival, brand new home to the market and demanded the lower rate. Our company cannot change to the lower rate when the owner has set the holiday rate. Someone else within 1 hour could afford the cost and booked on line and had a great stay.

This person also noted in our emails that he had been refused several homes at our lake already, and in NC in hotels, I am not sure why, so seems this consumer had a trend going before they contacted us.

In the future, perhaps this consumer, needs to learn the rate differences - on any web site and understand them and why - rather than accusing any company . We tried to explain it, this consumer refused to push the " book it " button to see the exact rate.

Thank you for allowing us the opportunity to respond, you saw all our previous emails back and forth as well, to verify our comments.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Great company, really works with you on all angles, the best at the lake... tells you where to go if you damage something( our dog ran thru the screen door) they actually helped us resolve and did not charge a dime...they are great... clean units, unlike the ones some owners have, like Silver Bay- awful cleaning...there- do not go- this is great cleaning and really responsive mangement.

Review: Price quoted was for $125 and the price charged to credit card was $265. Misleading when booking reservations. Was told that $125 would be charged to credit card. Told them that we were going to get a room at mariners landing for $192 and they said their rooms were $125. The only charges were supposed to be for the taxes. They charged our card for $265. I did not authorize them to charge my credit card for $265Desired Settlement: refund

Business

Response:

This was booked online, the additional charges are shown once you click "book it".

$13.13 Bedford County tax

$75.00 Cleaning

$39.00 Damage

$12.00 Additional charge for single night stay