Lavish Getaways

We received news from the resort that damage had occured after the *** party had checked out of the units they had rentedThe manager of the resort filled out a damage report and included photos of the damagePer the agreement, that the guest signed, the following language is included
in the contract."Though deep cleaning is not required guests are asked to pick up all trash and leave the home in an orderly fashion as to minimize the work of the caretaking staffIf the property is left in an dirty state and/or extra cleaning is required you may be charged a fine to cover the cost of the additional cleaning."
I have included the damage report from the resort describing the damageGuest spoke with manager at the resort and we had communications with guest via emails to see what guests story was regarding the damage

Aloha ***,
It was nice visiting with you on the phone the other day As I mentioned on the phone, we are just the listing site for this property and not the manager I have discussed your issues with the property owner Unfortunately he does not agree with with the claim and feels his *** was is great conditionHowever, I am personally willing to step in and compensate you our full commission for any inconvenience you may have experiencedWe may 10% of your totally nighty rate before taxes and fees totally $ So I would be happy to send you a check for $
Again, I apologies for any inconvenience you experienced while on island
Mahalo,
Devin

At this point there is nothing we can do for this guest.  They have already been in touch with the owner directly so I am not sure why they are coming back to us.  Here is last communication from the owner to the guest.  
"We take these claims very seriously and our guest satisfaction is our highest priority.  During the course of your stay, we took your word and offered you a $500 rebate and champagne based upon the problems you said you experienced even though no other guests have ever experienced what you articulated".  Our cleaning/setup crew and property manager go through an extensive 50 point checklist prior to every guest's arrival to ensure nothing is taken for granted. This is supported by the overwhelmingly positive previous reviews.  After you reported an unprecedented  5-7 maintenance claims during your stay, it gave us pause but we were more than willing to accommodate your request for an inconvenience rebate.   Hundreds of dollars were spent sending multiple repair crews during your stay and none of them could substantiate your maintenance claims.  On your last day you submitted a slip and fall claim and declined the rebate offer and wanted to file an insurance claim. This is when it was decided to review the security tapes and interview the service providers whereupon multiple discrepancies to your reports were uncovered. After explaining the findings to you and receiving over 20 calls from 6 different phone numbers that unfortunately had to be blocked, it was decided to politely cutoff contact.  The property has had over 7 figures in upgrades and enhancements and has the highest quality craftsmanship and maintenance standards.  We are sincerely disappointed that your stay did not exceed expectations – that is our goal for all guests.  Mahalo"

Complaint: [redacted]
I am rejecting this response because:i have sent numerous emails and made several calls to this business after their initial email stating we caused the damage. They have never responded to any of my emails or returned any of my phone calls. It is their word against ours that we caused the damage and housecleaning was in after we left the unit in good condition. I am happy to provide contact information for all of the other guests in our party. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have sent numerous emails and made several calls to this business after their initial email stating we caused the damage. They have never responded to any of my emails or returned any of my phone calls. It is their word against ours that we caused the damage and housecleaning was in after we left the unit in good condition. I am happy to provide contact information for all of the other guests in our party. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  On Jan 3,2018, David  M[redacted] started to email me the next day  throughout the night demanding the refund and started to threaten us with formal complaint, with the Revdex.com, County of Hawaii and small claims court.   I had already filed my complaint the Revdex.com the day before I got his email.  The owner had received many emails  on his personal emails and also had many many calls at his place of work since Oct 2017 since the cancellation was done.  Because they refuse to accept our cancellation policy  by management they have been harassing both our company and owner with all means  necessary  in all hours of the night and day. The fact they they were demanding 1099's as early October 2017 is very suspicious and why are they asking for a 1099? All the Listing companies we we advertise with sent us a 1099  NOT the other way around. His excuse stating any payout over $600 demands us to provide a 1099 is illegal. We have never signed nor agreed to these terms  from this  company when we listed with them.  I already told him that we would talk to the owner and talk to our legal counselor  about any refunds and also harassment charges. Yet , he still demands it all had to paid by Jan. 5, with 2 days of his email.I have enclosed  some of  our email correspondence and have more if needed.
Sincerely,
[redacted]

The resolution that we are seeking is for reimbursement of part of our stay as well as insurance information.  I'm not sure how to make it more clear.
Also, the email that is referenced in the response was never sent to my email address.  I'm not sure who it was sent to because the communication in this thread is the first time I've seen it.  Either way it doesn't change the complaint or my request.
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The address to receive the check from the business owner is [redacted]. Look forward to receive this payment and thanks for your help during this process. 
Sincerely,
[redacted]

Aloha, I am sorry that you felt like the house was in poor condition.  [redacted] is a listing site where property owners post their properties, similar to [redacted].  We make every effort to make property owners list the correct info on our site.  I apologies if you...

experienced some issues with construction materials in the laundry room.   I would like to offer you a discounted stay on you next trip to Hawaii.  I would be happy to personally help you find a property that fits your needs and will make sure to get you a discounted rate on your rental to make up for any inconvenience you may have experienced on your last trip. Mahalo,

At this point there is nothing we can do for this guest.  They have already been in touch with the owner directly so I am not sure why they are coming back to us.  Here is last communication from the owner to the guest.  "We take these claims very seriously and our guest satisfaction is our highest priority.  During the course of your stay, we took your word and offered you a $500 rebate and champagne based upon the problems you said you experienced even though no other guests have ever experienced what you articulated".  Our cleaning/setup crew and property manager go through an extensive 50 point checklist prior to every guest's arrival to ensure nothing is taken for granted. This is supported by the overwhelmingly positive previous reviews.  After you reported an unprecedented  5-7 maintenance claims during your stay, it gave us pause but we were more than willing to accommodate your request for an inconvenience rebate.   Hundreds of dollars were spent sending multiple repair crews during your stay and none of them could substantiate your maintenance claims.  On your last day you submitted a slip and fall claim and declined the rebate offer and wanted to file an insurance claim. This is when it was decided to review the security tapes and interview the service providers whereupon multiple discrepancies to your reports were uncovered. After explaining the findings to you and receiving over 20 calls from 6 different phone numbers that unfortunately had to be blocked, it was decided to politely cutoff contact.  The property has had over 7 figures in upgrades and enhancements and has the highest quality craftsmanship and maintenance standards.  We are sincerely disappointed that your stay did not exceed expectations – that is our goal for all guests.  Mahalo"

I tried to rent a townhouse in Turtle Bay on Feb 25. I got a response saying its available. I asked for the price of the stay which is simple enough. I was questioned how many people were going to be staying there and where was I from. For one I stated that 2 people were gong to be staying there right off the bat. And secondly, where does it matter where I am from. They asked this question 3 times and I answered every time. Still I got no answer to my original question of total price. I began to suspect some time of scam going on here or they are just totally incompetent. The next day I got a reply saying it was rented out because I didn't give them the information or deposit in time.
So whether it is a scam or incompetence, Lavish Getaways is not worth the time. Stay away or better yet GET AWAY !!!

We received news from the resort that damage had occured after the [redacted] party had checked out of the 2 units they had rented. The manager of the resort filled out a damage report and included photos of the damage. Per the agreement, that the guest signed, the following language is included in...

the contract."Though deep cleaning is not required guests are asked to pick up all trash and leave the home in an orderly fashion as to minimize the work of the caretaking staff. If the property is left in an dirty state and/or extra cleaning is required you may be charged a fine to cover the cost of the additional cleaning." I have included the damage report from the resort describing the damage. Guest spoke with manager at the resort and we had communications with guest via emails to see what guests story was regarding the damage.

Thank you for your email. After many weeks, emails, phone calls, etc. it's really frustrating to see your business approach into this solution. As a management property company you have a responsibility to deliver the product that you promote and sell online and to compensate your customers properly if that service is not provided as advertised, which is clearly the case based on the proof, pictures and information shared on my report. I'm not planning any future trip to Hawaii and I simply want a reimbursement on my payment as previously requested. Please let me know if your company will honor this reimbursement and we can discuss next steps. Best,  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for your email. After many weeks, emails, phone calls, etc. it's really frustrating to see your business approach into this solution. As a management property company you have a responsibility to deliver the product that you promote and sell online and to compensate your customers properly if that service is not provided as advertised, which is clearly the case based on the proof, pictures and information shared on my report. I'm not planning any future trip to Hawaii and I simply want a reimbursement on my payment as previously requested. Please let me know if your company will honor this reimbursement and we can discuss next steps. 
Best, 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Please note that this complaint should not be against Lavish Getaways.  Lavish Getaways is a listing site and property owners are the ultimate decision makers for their homes.  According to the complaint "the owner's did offer us two bottles of champagne and $500 for the hassle we endured...

which we refused”.  Thanks,Devin

Aloha [redacted],It was nice visiting with you on the phone the other day.  As I mentioned on the phone, we are just the listing site for this property and not the manager.  I have discussed your issues with the property owner.  Unfortunately he does not agree with with the claim and feels his [redacted] was is great condition. However, I am personally willing to step in and compensate you our full commission for any inconvenience you may have experienced. We may 10% of your totally nighty rate before taxes and fees totally $3024.  So I would be happy to send you a check for $300.   Again, I apologies for any inconvenience you experienced while on island. Mahalo,Devin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The address to receive the check from the business owner is [redacted]. Look forward to receive this payment and thanks for your help during this process. 
Sincerely,
[redacted]

We have been working with the guest. There has continued to be an issue with a skylight in the home. We have had a few repairmen to address the leak and are still working on this issue. After reviewing the photos, and speaking with the caretaker, there was no mold in the window sills, it was...

dirt. Most of the items that the guest has complained about are being addressed. Advertising has been clarified to state home is behind another home. We take these complaints seriously and want our tenants to have a safe environment to stay in.