VacationCandy

The discrepancy stems from us having to operate within some limitations on the advertisers website, however, our system is integrated with theirs and updates every morningOn the advertising site he was on, https://www.vacationrentals.com/listing/p [redacted] , below the pictures is a tab for Rates & Availability as pictured in Attachment 1.As availability changes multiple times a day, we are unable to provide screen shots of the actual dates in question as that unit is no longer availableHowever, as you can see in the attachment it is clearly stated on the advertisers site, vacationrentals.com, that a night minimum stay is required as well as the rate at which those nights areTo answer the complaint, at the time of the request the customer's night stay was available, however, it would have required him to book the full nights as stated on VacationCandy.com as well as vacationrentals.com under the Rates & Availability tab

Complaint: ***
I am rejecting this response because: Vacation Candy took on the responsibility to rent my luxury apartmentThere were listings for the same property for the same datesMy listing was originally for $I arranged an interested party to rent MY UNITI called up VC prior to the client renting the property to confirm my listingThey said my listing was at $but to rent the property I had to drop it to $as this was the price MY CLIENT wanted to rent it atVC agreed to drop the price to $and ultimately there were properties at different prices$1649, $and $As MY CLIENT had instructions to rent the $property it was not necessary to inform VC about the fact I had secured a renter as it was obvious which unit MY CLIENT would rentVC falsely advertised my unit as a Garden view when in fact it is a Mountain View (big difference) and the $property is a garden viewI received a call from VC at 843pm stating that there was interest in renting my propertyI ultimately found out that MY UNIT was NOT rentedVC increased the price of the $unit to match mine and pocket the extra $on top of the $fee but they did not know that I had the client agreed to rent my propertyThis ultimately exposed VC as a corrupt business venture looking for opportunities to gain financial benefit on the back of exposed owners of luxury apartments. I want my $back and will gladly pay the $to prevent damage to other owners
Sincerely,
*** ***

Rental listings on VacationCandy.com are not unique to a specific owner; this is done to not overload our site with duplicate listings and provide our travelers with a cleaner view of availabilityAt no point prior to or during the reservation process did *** notify VacationCandy that he had found
a renter for his listingIt was not until after the guest had already checked into another reservation that *** contacted us to let us know he had referred the travelerHad *** notified VacationCandy in advance, a unique link would have been created and emailed to ***This would have enabled our reservation system to attribute the incoming reservation to ***'s owner profile.As listings on VacationCandy.com represent multiple available units in our reservation system, it is standard policy to finalize a transaction with whichever owner has a unit that matches the guest request in the shortest amount of time possibleThe owner who we finalized the transaction in question with was able to complete all necessary items in less than an hour to confirm the reservation requestWhen *** was contacted to confirm availability prior to the reservation being finalized with a different owner, *** made no mention that he had referred a renter to VacationCandyVacationCandy never agreed to rent ***'s reservation and therefore no rental agreement was ever sent.The error in listing units as Garden View has been rectified across our entire siteThe resort does not offer Garden View units which means all Mountain View units were being listed incorrectly as Garden View on VacationCandy.comThe issue with the incorrect view types being utilized on VacationCandy.com was not addressed by *** at the time of listing his unit with VacationCandy.The end result is that the guest was placed into a reservation that was identical to ***’s listingThe guest did not receive a lesser unit in regards to what was listed with VacationCandy from ***

When the guest contacted us regarding their CSA Travel Insurance policy, they alleged that our customer service team misinformed them regarding the CSA policy detailsThe guest claimed that they were offered a "cancel for any reason" policySince we began offering CSA policies in 2011, we have
never offered a "cancel for any reason" policy. Our customer service management team conducted a thorough investigation, reviewing every call recording and email between our customer service team and the guest. Our management team confirmed that the guest did in fact book on VacationCandy.com, which they validated by the guest's IP address. VacationCandy.com's booking page offers the options CSA coverage along with a link to the policy details and CSA company contact information. After the guest selected to purchase the CSA policy and submitted their reservation, the guest was emailed a copy of the policy details directly from CSA At VacationCandy we take customer complaints extremely seriouslyHad the evidence shown that our customer service team misinformed the guest, we would absolutely have accepted responsibility and corrected the situation. Our management team reached out to the guest to review our findings. Despite the clear evidence, the guest threatened to file a complaint with the Revdex.com if we did not offer them a full refund for the non-cancellable reservation that they booked. We then provided the guest with every call recording and email that transpired between the guest and our customer service team. The call recordings clearly refute the guest's claim of misinformation. The VacationCandy customer service representative did explain to the guest that they could contact CSA directly to discuss policy details. Since providing the guest with the call recordings and emails, our management team has attempted to follwith the guest by phone and email. To date, the guest has not responded to our emails or returned our voicemails

We appreciate the concern being brought to our attentionWe have tried to reach out to the consumer multiple times with no responseThe interaction had with our service team was reviewed by leadership which presented areas of growth in which our team can relay the information presentedThe
additional concerns were also relayed to upper management to ensure accurate information is communicated between sites as quickly as possible to reduce potential concerns of availability and pricing

VacationCandy prides itself on transparent business in all of our dealings. On 1/31/2017 [redacted] threatened our service team with legal action at which point our service team was advised to  halt any further communication with [redacted]. Standard practice for any service team is to halt any discussion or resolution processes once a legal threat is made. The information in our initial response is still accurate and addresses all points in [redacted]’s follow-up response with the Revdex.com.

The discrepancy stems from us having to operate within some limitations on the advertisers website, however, our system is integrated with theirs and updates every morning. On the advertising site he was on, https://www.vacationrentals.com/listing/p[redacted], below the pictures is a tab for Rates &...

Availability as pictured in Attachment 1.As availability changes multiple times a day, we are unable to provide screen shots of the actual dates in question as that unit is no longer available. However, as you can see in the attachment it is clearly stated on the advertisers site, vacationrentals.com, that a 7 night minimum stay is required as well as the rate at which those 7 nights are. To answer the complaint, at the time of the request the customer's 5 night stay was available, however, it would have required him to book the full 7 nights as stated on VacationCandy.com as well as vacationrentals.com under the Rates & Availability tab.