Wonder Vacation Homes Reviews (%countItem)
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Wonder Vacation Homes Rating
Address: 1101 Miranda Ln STE 125, Kissimmee, Florida, United States, 34741-0771
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CFO & of course no response. Finally got the code to check in ( ***) and there was still hair in the both bathroom sinks, the first bathroom tub had not been clean from the previous guest. Thank goodness we brought my own cleaning supplies. We also brought our own towels, sheets, and bed comforters. As of this morning (4 days after we checked out) I was charged $45 for stains in towels that we did not use. Called customer service and told her we didn't use any of their towels or bedding and requested a refund. She said she would email pictures of the so call towels that was stained. That was over an hour ago and still no pictures (that's because we didn't us the towels) PLEASE STAY AWAY FROM THIS PLACE! THEY ARE SCAM ARTIST & UNPROFESSIONAL!
Good morning Varanda and thank you for your feedback. Looking into your reservation I can see that within the guest portal, which is where you received your door code and have all of the home access information, there were no messages before or during your stay reporting any issues. The last correspondence we received from you there was on your day of check-in (the 19th), where you stated you sent the requested documents to our email. We are very sorry you felt that you could not communicate with us, however our office phone and guest portal are always open for your contact. Additionally, Wonder Vacation Homes strictly does no-contact check-ins with smart locks and door codes so our guests never have to come to our office, as this is not standard procedure. Additionally, our units are inspected/prepared for every guest prior to check-in with photos and reviewed with photos after check-out for damages and/or missing items. The towels left in the unit for your party were found stained after your departure and the cleaning. We are very sorry for any frustration this may have caused, however this inspection and charging process is stated in our signed rental agreement, so if damages were not reported at the time of arrival, your party is subject to charges accordingly. We are not scam artists, we are a professional vacation home rental management company who loves our guests and wants to give everyone the vacation they deserve. We are very sorry you were less than satisfied with your experience and we value your feedback. Thank you for staying with us and we would love to host you again.
I called your company June 10th and I sent an email regarding a deposit that you charged me after *** stated that a deposit wasn't required. No ever responded. June 12 I sent your company a message through the guest portal about the deposit and the cancelation policy because it contradicts with the policy on *** ( your company really need to update the policy on *** to match your company policy). Again no response! August 17 I called several times about my reservation and no one would answer the phone. The very last time I called I was on hold for almost 3 hours someone finally answered the phone and she hung up in my face. I immediately called back and she turned the office voicemail on this was around 7pm. Your hours state you close at 9pm. I sent emails, text messages, and a *** message requesting someone return my call with my contact information along with my reservation number & of course no response! August 18th I called twice and of course no one answered finally received the automated email from CFO Bruno with the same contact info I had already to emails & messages to. The same day (Aug 18) I received a thumbs up emoji in response to my *** message requesting someone to return my call. Wow great customer service after paying almost $500 for rental and can't get a return call or email response about my reservation from a customer service representative & that's what they are hired to do! I was trying to speak with someone to see if I could add a day to my reservation. Since we had to come a day early from Alabama to finalize our wedding plans before our wedding Aug 21. But of course no one would know why I was calling.. we decided to check in on August 19 anyway because based on the track record of your horrible customer service I knew it would take months to get a full refund from a company that refuses to answer the phone. Of course checked in and the bathrooms basically had not been clean. We have always traveled with our own towels & bed linens because we know rentals & hotels cleaning crew could careless about cleaning and sanitizing after each guest. Which was proven when there was hair left in the sinks and the bath tub was dirty. Especially with covid we would used or own towels & bed linens. I called and spoke with customer service August 27th after being charged $45 for towels we didn't use. She said ahe would send me pictures of the so call towels. It's August 28th & I still have not received the pictures. That's because we didnt use the towels! The issue isnt about contact less check in..who cares about that. The ISSUE is your company has no type of customer service & when you do finally speak with someone they're extremely rude. Who has an employee that agrees with a guest that they have bad customer service & rolls their eyes..wonder vacation homes does. The ISSUE is I paid almost $500 for a rental and got a thumbs up emoji in response to a request for customer service to return my call after calling several times and no one answered the phone. The ISSUE is checking into a half cleaning condo while we're in a pandemic with coronavirus and we pay a cleaning fee. The ISSUE is being charged $45 four days after checking out for towels we didn't use. You claim you take pictures and I still have not received them. I am not the 1st nor last guest with the same complaint of poor customer service & your company ripping guest off. I will never book anything without reading google reviews.You are scam artists ripping people off. Refund my money!
NEVER I MEAN NEVER AGAIN!!! Will never rent from these people again, I really wish I had done my research and seen all the negative reviews. The place was ok but they never answer their phone and their dumb message portal either. Our grill was indeed never delivered and I am still waiting on our refund. On TripAdvisor it shows that most of the rooms have king size beds and they do not! Some of the remotes had dead batteries and one of the HDMI cables were broken and one of the rooms didn't even have one! Their pool is tiny and their hot tub spits out cold water even though we paid for the heated service. It was horrible altogether. There is so many things wrong in this home; dirty utensils in their fully equipped kitchen, broken items and the wallpaper is peeling off everywhere. Please read reviews before booking, it was a nightmare how long I had to wait on hold to get in touch with someone.
Good afternoon Lillian and thank you for your feedback. As explained previously, via the messaging system in our guest portal, your refund for the grill was processed after your check-out and you will see the funds back in your account within 5-10 business days, depending on with whom you bank. We are so sorry for any issues you found within the unit, however this property was inspected and prepared for your arrival on the day of your check-in, with photos, and these issues were not present at time of inspection. As stated in our signed rental agreement, we ask for photos and reports of all issues or damages immediately so we can move forward with repairs accordingly and to assure all problems are resolved prior to your check-out, however there are no photos/damage reports on file for your booking. We are once again very sorry for any trouble you encountered during your stay and appreciate your feedback. Thank you and we would love to host you again any time!
Let me tell you something, first and foremost your company never answers their phones and it takes more than 1-2 hours wait on hold to even get in touch with someone. I attempted to contact someone regarding everything that was wrong and I have photos to prove my long wait times and the messages I sent through your portal and were not answered until I even got in touch with someone on the phone which I already explained was difficult. Who likes being on hold while on vacation?? No one does! I did send you all the photos of everything that was wrong on the day I got a hold of someone and they gave me the email to send the information to. No other contact was made by you and your representative notified me I would get a call back and I never did. So, no your home was not the best and I would not like to visit again. Also, you have a lot of negative reviews on YELP, fix your problems. Listen to customers.
The stay and customer service at this resort was less than acceptable. There were multiple issues that could have been easily resolved but management was less than concerned after taking our payment.
1. Lie after Lie- grill not delivered at the time specified
2 Gate Code was incorrect we had to tail someone in gate in order to get into community management consistently said never had a problem but they were a new management company for that customer and codes had been changed per on-site previous management company. The owner nor the current management called us back we spent more time on phone trying to resolve issues than being on vacation.
3. Dirty kitchen towel- which states the property was not properly cleaned prior to checking
4. Inoperable battery in smoke detector it went off for 3 of the 4 days we were there maintenance was notified the after the first day they came said they changed it but didn't came back 2 more times after we complained again and finally got it changed. Also they stated needed a special battery but when guy came I asked to see it. It was a regular 9V battery. Just lies for no reason because they didn't want to accept any accountability.
5. Initially couldn't watch but 1 television at a time in a 4 bedroom home, TV's were apparently rigged maintenance had to come fix that issue as well.
6 the operation mtampaanager just kept saying they never had these kinda problems before well how could they when they were new to managing the property and it was just an unpleasant experience because if the lack of care and concern for us as customers they wasn't willing to accept fault or compensate us in anyway. Beautiful home but terrible service I would not recommend this place to anyone.
Thank you for writing in to us Latisha and we are very sorry if you had a less-than-enjoyable stay at our home. Looking into your booking and our communication in the Guest Portal, I can see our team was taking care of every issue you reported as soon as possible, including the TV's, smoke detector, and grill delivery. Our operations manager took note of every concern you stated and sent our team to remedy all of the reported issues. We apologize for the delay in the repair for the smoke alarm, but please note our team did not lie to you about anything! Our team went to the unit to repair everything for you as soon as they could. The grill delivery, although completed by a third-party company and not our team, was indeed delivered to you as requested, the smoke detector battery was changed, the TV's were repaired, and we did not receive any report or complaint about the cleanings, however your unit was of course cleaned and prepared just for your arrival. We once again apologize for any delay or if this was not sufficient, but our team responded to each report we received in a timely manner. We would love to host you, and for your experience to be the most enjoyable for you, so please book again with us at any time.
I only would like to add that this is more lies and not taking any accountability or ownership for the inconveniences that occurred. If I could upload the photos I would have of the towel and the battery that was 9Volt that took 2 days to replace because we were told there was a special battery. My problem is the customer service or lack thereof... nothing was done in a timely manner I spent more time on the phone with Wonder Homes than enjoying my vacation. I have looked at some other reviews after leaving my complaint and this is typical response from Wonder Homes. Not accepting when they have fallen short as it relates to customer service. I do not believe that the customer is always right, I believe there has to balance and compromise on both ends but it seems as this company NEVER feels the customer is right and does not do anything to make the customer feel valued. I wanted to bring awareness to the issues we had and I would never use this service ever again nor would I recommend them to anyone .
Good morning, Latisha. We are thankful for your feedback and are simply sharing our side of the situation in this case. We are not lying about any of this information and if you look into the guest portal you will be able to see all of the communication and tasks completed during your stay. We are working as quickly as we can and scheduling services according to regulations in place by COVID-19, so we do apologize in any delay you felt for repairs being completed. We were happy to resolve every issue you had once they were reported and our team does complete maintenance even if guests are out enjoying their day (we sent inspectors to supervise service), but we apologize once again for any time missed during your stay, no matter the reason. We appreciate your review and would love to host you again. Thank you!
Wonder Vacation Homes neglected to deliver services requested to military personnel with two small children on forced departure due to COVID19.
My wife (***) and I both US government officials on official leave from our post due to having two small children in a COV19 country. We sought a location that would be beneficial to our children to continue their studies and we could work remotely.
The first issue, was the broke the governor's decree in moving people in after 24 hours (they rented the place the weekend before our stay and made us enter 15 minutes after the cleaning crew left).
Upon moving into our second location with WVH we requested:
-Wifi to be fixed - we were given a small hotspot to run a 5 bedroom house with their wireless tvs as well our computers and phones (the building is located in a dead spot area with bad reception)
-Air Condition to be fixed - it is running on high and with two small children they are highly susceptible to illness.
-A dirty pool, so even if the kids wanted to go out, the pool water is greyish at best, possibly a health violation.
-Light bulbs in the main living room replaced.
-Fruit flies throughout the home as a sign of lack of cleanliness
WVH's SOPs is:
1. Force you to use a debit card to ensure they take your money.
2. Use two front desk operators who say they've taken down your issues and someone will address them.
3. Ignore the requests that were sent and wait out your reservation.
Due to this purposeful neglect, we've missed important work conference calls and are still extremely cold.
The only person of note is Bruno S who is listed as CFO. He sends notes in the middle of the night to ensure that no one will respond directly to him and continue the shell game.
From a business model perspective, I'm sure its worked well.
From a humanity perspective, its disappointing and possibly dangerous. The combination of extremely warm temperatures and a frigid location is detrimental to health. ESPECIALLY for children. ESPECIALLY in light of COVID and the spread of the disease through sneezes.
I hope they see this and resolve our complaints, otherwise, we'll have to go to authorities.
I would like WVH to finish the jobs that are outlined above TODAY (6/3/20). That's it.
Good afternoon, thank you for writing in regarding your concerns, we are happy to address these issues.
We understand you're currently having trouble with the WiFi inside this unit. As you know, we are in contact with the internet provider to replace the equipment inside the unit itself to get this repaired, however because this isn't an immediate fix, we have provided the WiFi Hotspot so you are not without internet until the installation is completed.
We understand the pool was green because of the heavy rain this weekend, and our professional pool maintenance company checked pool this morning and confirmed the chemical levels are on track. This pool, as with all of our pools, is maintained on a weekly basis by this company.
Additionally, we apologize we were unaware of any issue with the A/C unit inside your rental, however you are able to adjust the temperature to your liking and if it is not running properly, please don't hesitate to let us know!
Furthermore, the unit you were relocated to was getting prepared for you by our inspectors as every unit is with our pre-arrival cleanings, this is why we could not authorize an early check-in as requested and why you were able to enjoy your first unit until the move was able to be done. During COVID-19 each of our units are inspected and disinfected by our team with proper PPE before each new guest arrives.
Lastly, although we have done our best to resolve these issues ASAP, because we are still waiting for the new equipment to arrive for the WiFi repair and we don't want you lacking services any longer, we are happy to relocate your booking to another one of our homes in Storey Lake Resort with working Internet services so you are not inconvenienced any further.
Please don't hesitate to reach out to us if you have any further questions or concerns.
Complicated
First, It is very disrespectful to answer complains the way you do, you are trying to put the blame on people and saying that you don't know what they are talking about.. we are just giving our feedback and experience. I feel like young adults are taking care of the customer service and they don't really care. I called a day prior my check-in to ask if I could arrive at 11 (because I had to leave my other unit earlier and I have a baby 5 months) and the girl (Ana) told me it was okay (you can check your phone calls since you record them) then I get here at almost 12 and there is a lady inside telling me that I can't come in till 4. I explain to her that I called and asked and they said it was okay but she didn't wanna hear it, supposedly the dishwasher was not working and they were waiting for someone to come fix it. Not my problem. I called let them know the problem and decided to go for a walk so Ana told me that she was sorry and will call me as soon as it's ready. Never did. They say they extra clean before we get in the unit and that they take extra care for covid but I came in and the toilet faucets are dirty, there is stains on the floor, the fridge is not clean and the counters either. No mop to clean the floor. Ok no problem I do my own cleaning and sanitizing because it's very important because I have I baby. I rented this unit just because of the private pool. I go see the pool, not even cleaned, bugs swimming. For the price I pay for cleaning fees the least they should do is clean everything including the pool before my arrival. I call them, Ana tells me that she is gonna send someone right away, never did. I called and called and called no answer. I send a message, no answer. I have already lost 2 days of swimming, how many more?
Come clean the pool!!!!!! Maybe you should refund me something for the days i'm missing the pool
Good morning ***, we are sorry you feel that way and had such an unfortunate experience in our lovely home.
Our team was communicative and responsive during your stay, as we are with all of our guests.
We are very sorry about the misunderstanding with the early check-in, however we would like to note we informed you as soon as there was an issue that we would not be able to conduct the check-in until 4PM and apologized for any inconvenience caused by this.
The unit was cleaned and disinfected with all Ecolab products to keep the home clean and safe for you, from which we have all of the check-in inspection photos.
Additionally, as per our signed rental agreement, we provide a broom but no mop due to safety liabilities, however we would have been happy to deliver one, if requested!
As informed previously, our pools are cleaned on a weekly basis by our professional pool maintenance company, but we do also provide the guest with a skimmer just in case there is any outside debris in the pool during their stay, which was the only thing found in the pool when we sent our inspector Wendy to check on the pool after we received the complaint.
This property was perfectly prepared for you and we were happy to host you, we are sorry you did not enjoy your experience as expected!
Thank you for writing in and we hope this clarifies any issues had. We would love to host you again!
(Please see photos/proofs attached.)
From: ***
Sent: Wednesday, May 27, 2020 11:35 AM
To: ***
Subject: Re: Revdex.com Complaint Case# ***
Okay, make it resolved please
The house we rented had bed bugs, the condo had no working AC. The town home AC unit wasn't working as well.
Customer service was horrible! We had three units we had one town home at ***, one condo unit at ***. Unit ***, and a house at ***. We went here over the Thanksgiving weekend. First we received the wrong code so we could not get in the condo. It took more than 30 min to figure out to figure out how to reach someone to help us. The condo's AC did not work the whole time we were there. Luckily it was cool outside and we were on the 2nd floor, so we slept with windows and patio door open. The town home AC did not work the first night but my uncle was able to fix it. In the house, the big house on fable Street had BEDBUGS. We reported to be a Books on Thursday. No came out until Friday, and they sent two ladies that did not speak English. Then later on they sent out Massey pest control, who told us that he told management he recommended that my family be moved to another house. And we were never moved! So we spent our entire Vacation in fear of bedbugs. We had to tie our luggage and belongings up in trash bags so that their books would not get into them. My daughter was bitten by a bedbug and reported that to MANAGEMENT as well. Our Family Thanksgiving vacation was ruined.
I feel we should receive at a minimum a partial refund. Because of the bedbugs we are afraid to take our belongings into our homes.
From: Wonder Vacation Home Office
*-***-4-302)
Sent: Wednesday, December 11, 2019 6:28 PM
To: ***@***.Revdex.com.org
Subject: Re: Revdex.com Complaint Case# *** (Ref
Hello Friends at the Revdex.com,
We were in contact with guest Leslie *** and the other parties she came along with. Before the guests check in, all of our homes are cleaned and inspected by our team. Our inspectors take photos of everything showing it's working, and if ever there is something not working it gets reported to us immediately. We also ask the guests to report anything they find upon arrival so we can tend to their needs as soon as possible.
Leslie stayed in our apartment home which was having issues with the A/C unit. They claimed they had no A/C in the home, but the inside of the home was cooler than outside so it did not have to turn on. We went by afterwards to verify if the unit was actually broken but everything is still working great. The other homes Leslie was associated with had a thermostat that needed to be reconfigured, which was and worked throughout the entire stay for the guest. The last home was immediately tended to and the guests were offered a different home but refused to move for the remainder of their stay.
They are more than welcome to come back and use our services, we are offering them 15% off of their next stay with us to help with the troubles they had during the initial stay.
Best Regards,
Katherine ***
Reservations Manager
Office: +1(407)***
Cell: +1(321)***
www.***.com
Refund due to Hurricane Dorian.
I was scheduled to check in Friday 8/30/2019 to Tuesday 9/2/2019. I paid 586.12 upfront.I booked on Sunday 8/18/2019. We received information that the storm became a hurricane 8/29:2019. It is expected to make landfall as a cat 4 in Florida ( between Miami and Jacksonville. The mayor declared a state of emergency. I contacted the owner about a refund and they advised I cannot get a refund after 30 days out. I can change the dates but I will have to pay additional fee. I told them I don't want to pay any additional money I would just like a refund. We are unsure if we have to evacuate our home (in Jacksonville) and I may need money available so I will not pay any additional fees.They said no. I think this is horrible business. We are expected to travel into the middle of the storm, stay were it is expected to him, and then get back on the road the day after it hits Florida. If it does hit we may be trapped unable to get home. I think this is just bad that they will take 586.12 from someone for a service that is not being provided. This was not just a storm it is a hurricane and the mayor advised us not to travel but they expect us to.
I should be refunded 586.12. Due to services not being provided
We have kindly reminded this guest several times of our policy that is stated in the contract they signed when they booked with us. We do not issue a refund or movement of dates, for any reason, if requested within 30 days of the check-in date. There is also an additional section (see attachment) specifically stating that in the event of a hurricane or natural disaster, we will give no refunds for cancelations, but the guest is able to cancel at any time. As a courtesy, our manager decided to let our guest change their dates to any other time they would like, they would just have to pay the difference in price, if any. We understand the frustration, as nobody was prepared for this storm and all of the hassle that comes along with it, but we are simple enforcing our policy as a company, and though she did not accept it, we did give another option for the guest as a solution.
In short. This was my worst vacation because of this business. Ac was terrible. They didn't want to check the mail box. 150 letters are not enough to
Staff is so careless and they never answer your call. In the contact: it was stated that the house has a private pool. When we were there they told us that there is only one public pool for the whole compound. And they were so rude. The AC is terrible and it had to be fixed so we tried to call like a million time without any answer... we basically spent our vacation calling those people and stressing about the whole situation. Plus, I ordered 2 packages that were delivered to the MAIL BOX . They didn't give me the key and they didn't want to check. They kept Saying tomorrow tomorrow until it was the day of check out. I called and they surprisingly told me they will check . They didn't call me back so I had to call . They told me they didn't find anything. I do have it stated in the tracking number that it was delivered to the mail box. How come someone stole it from the mail box. !!! I would understand if it the packages were stolen when delivered to the door but it just doesn't make sense that they were stolen from the mail box. I tried to contact the manger which was soooooo rude to me. She literally said " complain as much as you want, you signed a contract that we are not responsible for your things" she was careless and she didn't do anything about it. I hated that place sooooo much.
The parking spot is very small
I would like to get my packages back and a refund for my time that they wasted and the street that I and my family felt during this vacation. It supposed to be a nice vacation they made it a nightmare
We understand this guest is upset because they were not able to receive their packages, but we would like to note we did everything we could to ensure this guest enjoyed their vacation by solving every issue they brought to our attention and explaining every method of the process clearly and kindly.
As explained to the guest several times, we did check the mailbox upon their request, and as immediately reported to the guest, there were no packages there for them, only parcels for the homeowner. In our contract, which the guest signed prior to arrival, we clearly state that should the guest choose to get anything delivered during their stay, to specify with the carrier to deliver all mail to the property directly, not the mailbox. It is also stated that we are NOT responsible for the location or delivery of their packages or mail, which we also reiterated to the guest when they would not stop calling and asking for their mail, and then accusing us of stealing it, which was very unnecessary and we did not appreciate.
Prior to the guests arrival, we spoke to them on the phone and informed them that the community does not have any units with private pools, there is just the resort pool. We also then asked to see where the guest saw this information, and when they sent a screenshot, we informed them that the website they booked from was not our website directly-- they transfer over the information and was an error in that listing, which we have no access to. Regardless, we reached out to the third-party company and they are working to correct that as soon as possible, to further avoid any possible problems in the future. Additionally, this listing DOES have the proper photos of the home and community, in which you can see the back patio with no pool and the resort pool both pictured clearly, as well as a correct description, which does not mention a pool for the description of the outside area.
We are sorry this guest feels this way, but we want to make it clear that answered any and all requests by this guest, including all phone calls and any messages with concerns they sent within the guest portal. Looking into the portal, it should be noted, we only received a message regarding the private pool issue, no complaints with AC or about any packages. Those issues were handled via phone, where we answered each of the guests calls and requests, even though they were disrespectful with our team, and have each of these calls recorded. It was not until after their check-out that they have gone to five different platforms to post terrible reviews about our company and team.
We feel badly that this guest was upset about their packages, and other various issues that they are only now reporting, however we treat our guests with kindness and patience and only hope for the same in return. We were happy and quick to help them with any requests given.
(The consumer indicated he/she DID NOT accept the response from the business.)
I treated everyone with respect and I didn't accuse anyone with anything. You can upload the recorded phone calls and hear what I said exactly.
Apart from the package and the AC I was promised to have a private pool which is my right to get since I chose this property specifically for that reason. I know the websites had pictures but I didn't see the picture of the pool. It was written in the amenities section. So I should get that.
I didn't write anything before check out because I obviously was on a vacation and didn't have a lot of time to waste since I was already bothered with what's happening.
I was the one treated with disrespect. Also, I would like to bring to your attention that this is the purpose of a review. Stating your opinion about the service and it's my right to say how I really feel and what really happened. This is how people know what to chose or not to chose when they try to purchase something or a service.
We appreciate this guests opinion and feedback. Furthermore, we are just stating the opinion and facts from our side of the situation as well. We understand the purpose of a review and welcome all feedback, however do not appreciate being spoken about in this manor when we took our best efforts with this guest by explaining everything that happened and why several times and rectifying every situation as soon as possible for him, but still the review left has false statements. Our team is not "careless", we did indeed check the mailbox for the guest SEVERAL times, we did not locate or steal their packages as they implied, we answered them every time they called and treated them with nothing but respect. This review has many inconsistencies-- Initially, they stated we never answered our phones, however when told we have recordings, they stated we could listen to their calls and check what they said. They claim to not have time to report these issues to us during their stay, as our policy states must be done, however they had time to repeatedly call and blame us for their missing packages before they ever checked out. We take our business very seriously and all reviews to heart, so hearing these statements from an extremely upset guest, when their claims are not all true, and we did everything we could to fix and explain all processes to the guest during their stay, we don't believe it's fair. Regardless of our efforts to remind the the guest of our policies they agreed to before their check-in, we understand there is nothing we can do at this point to change the way they feel, so we are able to offer a refund of $100 for any issues they feel were not resolved well enough for them (through the same booking platform in which they booked), as well as 20 percent off of their next stay with the code 20VIP. We hope this shows how much we truly care, as no matter what they say, we would love to host them again.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for trying to make This situation better. I appreciate it, and I will accept the refund.
This place does not take care of owners property,it seems that the company thrive on just getting many rentals without the up keep of owners property,it is the worst ever experience.
Kelly
Living conditions in their property at *** were not conducive to being able to have restful sleep at any time. We left 1 day early.
Three of us checked in on July 17, 2019. We chose this type of property because it had a private pool so that our 84-year-old mother could use the pool for therapy for her back. The pool was not available for use due to chemical treatment for 3 days and we had to go elsewhere to use a pool. They did give us a 15% adjustment for this.
After this, there was a smoke detector in one of the upstairs bedrooms that started chirping in the middle of the night. They sent a service person to change the battery and attend to the upstairs shower which had a problem with the drain. That was one night with no sleep. The next morning the same smoke alarm started chirping again. I left messages twice and sent emails, with no response for two days until I finally got a live person to answer the phone in the office. They sent a service person to change the battery again. Two more nights with no sleep. Then they started paving the parking lots. Nothing to do about that, but the first day, it was not a problem until the smoke alarm started chirping AGAIN!! At that point, they started paving in front of our unit, at 7:30 am, and we had to park quite a distance away. Oh, yeah, and our mother is in a wheelchair. On the morning of 7/23 we left several messages to speak directly to the manager, and never got a call, however, they did come and REMOVE the smoke detector entirely. We believe that this is probably against the law to have a nonfunctional smoke detector in a rental unit, and it was that way almost the entire time we were there. I did get an email that they were going to give us further compensation for our inconvenience, but of course, we never heard another word about that. When it was apparent that the paving work would continue on into the next day, which would be our last day, we decided that it was too much work and disturbance to stay for another night. We found another place to stay,packed and left, and told them that we were leaving a day early. Never heard from them again despite MANY phone calls and further emails. Emails are getting auto-replies at this point.
Just as further information for this, we rented this place as a refuge during the week that our son was getting married so that we had a place to get away from all the craziness that comes with a wedding. It really didn't happen!
The total charge for our 7 day stay from 7/17/19 through 7/24/19 was $1265.32. The credit we were given for non-use of the pool was $189.80.
Wonder Vacation Homes owes us AT LEAST a refund for the last day of our stay since we left. Further than that we feel that they owe us a larger portion of our total stay for not being able to use our housing as a calm place when we needed to have some peace and quiet from the distractions of the wedding parties going on, especially for our mother. This was impossible for 5 of the 6 days we were there and it caused frustration and anxiety on top of everything else. Thank you for your help
Hello Debra and Revdex.com,
After reviewing the information about the guests stay, we see the guest did have issues regarding the pool. As we are in Florida, the rain causes the pool water to need treatment more frequently in the summer. The pool company we use to treat the pools put a treatment in the water to make sure it would be okay for usage, but the chemical treatment needs to be ran for 3 days before it is diluted enough for guests to enjoy the pool safely. We have already refunded half of the guests entire stay as they did not get the full experience they were intending, and we apologize for any inconveniences caused by the pool being treated out of normal scheduling.
(The consumer indicated he/she ACCEPTED the response from the business.)
After contacting the management of this company many times unsuccessfully, we really appreciate the assistance of the Revdex.com in resolving this issue with them. I really wish it that it didn't have to come to this to resolve it, but we thank you so much for your help.
Please contact me
Please contact me
At least one night's stay refund for each party
Contact Name and Title: Katherine ***
Contact Phone: 407***
Contact Email: ***@***.com
Hello Mrs Melinda
We understand and apologize for any inconveniences caused by the broken AC unit.
We don't recognize the name on this post, or from the email we received from Sarah N referencing this situation as well, associated with any of our guests in the system a guest, but referencing the dates and the AC problem on upstairs unit, we can relate that your question could be from the stay we had between the 8th and 11th of August 2019.
Our property managers inspected this home for you before your arrival, as is our common procedure, to prevent any problem and to ensure we're delivering a great service for ours guests, and during this inspection our manager Rosemeire did not find or report any problem. We were alerted of this issue after your check-in.
After the report from you, we immediately requested AC maintenance from our handyman and he came to check/troubleshoot, but was not successful, so we called the builders warranty (Mills AC company) to fix this as soon as possible. Upon their inspection of the AC unit upstairs, they found it had a leak and they would need to order a part to complete the repair, so they scheduled the followup appointment for the soonest available, which was that Monday. We knew this could be an issue, so as another solution for your party, we immediately called a second AC specialist to temporarily put the unit to cool so you could have a night with better AC on the upstairs.
In the morning following, just as a precaution, we send our handyman with the infrared temperature sensor to check on it and the unit was still cooling at 71F. You then informed us later in the afternoon that it was starting to get hot upstairs again, so we immediately called our AC specialist again to see about another temporary fix, but he advised it was better to wait for the parts and repair completion to ensure the proper function of the unit.
Though the AC unit downstairs was working properly and cooling at 70F, we understand the issues caused by the upstairs unit giving you trouble.
Because of these inconveniences, we refunded you the amount of half of your stay as compensation, since we really had an urgent issue with the unit that was not able to be repaired immediately, no matter how many technicians we sent to try.
We have record of all of this information on our communication system, and by email with the principal tenant from this booking. Additionally, the refund that was processed on August 12th 2019 to the principal tenant on this booking was viewed and has been seen by the principal tenant prior to your review.
We really do apologize for the trouble you experienced, but as you can see, our team worked as quickly as possible to find any solution possible to fix the unexpected problem we had in your rental.
You're welcome always,
Best Regards,
Katherine ***
Reservations Manager
Office: +1(407)***
Cell: +1(321)***
www.***.com
(The consumer indicated he/she ACCEPTED the response from the business.)
we arrived at our vacation house we rented on Saturday 3/23/19.We had no air conditioning until Monday night on 3/25/19. We also could not use the pool until 3/25/19 because it was filthy and filter was not on. The smoke alarms in the house beeped non stop until 3/25/19 when a guy showed up to fix it.
Refund I dont believe Wonder Vacation Homes held up ther end of our contract'i am seeking a parcial refund.
Good afternoon! Please be aware you checked in on the evening of the 23rd and we did not receive any messages about the issues you found until the 24th, which was a Sunday. We were quick to get everything taken care of for you as soon as possible, however as we all know, many businesses are not open on Sundays, so the soonest we were able to get your issues resolved was the following day, the 25th, and everything was working great for you for the remaining 5 days of your stay. Thank you for writing in and we hope you understand we did our best and got your problems resolved in a timely manner.
(The consumer indicated he/she DID NOT accept the response from the business.)
The house was beautiful but was not inspected before we arrived. If you're not open on Sunday and people are staying in a house over 80 degrees then there should be an alternate contact number, the unit should be inspected and checked on before you close Saturday, or don't have people check in Saturday evening. The grill was not delivered until Tuesday. They we're able to charge my card on Sunday night when they responded by message. There was a palm tree bon fire which made the house full of smoke every time we opened a door and soot all over the pool deck. Not to mention construction waking us up at sunrise each morning and making it impossible to enjoy the pool. The pool filter was not working and the pool was filthy from the construction. Towels were used so dirt and soot were not tracked through the house and we were charged a fee for damages to the towels and carpet. I had to call repeatedly about the air conditioner--and was told the house owner didn't want two thermostats. In reality, the unit was frozen. It was 88 degrees up stairs for two nights despite two pictures of the thermostat I sent to the company by message. Several lights were burned out throughout the unit (all of the pool lights and out door lights) and the battery was dead in the fire alarm and beeped continually for two days--yet there was a card signed saying the unit was inspected. The inspector should have caught this BEFORE we checked in. The outlets did not work in the master bedrooms. I had to fix my hair in the living room. The bed slats were broken in the first bedroom in the right downstairs. We were charged for damages to the carpet that were there when we arrived. The cutting board was melted on the back right hand burner and left for us to use in the unit. I had to rewash the kitchen tile because it was sticky on arrival and the counter was black when wiped with a Clorox wipe...not my job. The house was advertised to have a whirlpool (which it doesn't) and a community pool (which was closed). I would've overlooked these things had I not been charged $150 for damages after I left the place in a better condition then I found. Since you are in the service industry, you know how important customer service is and since you are providing the service of lodging and making your customers comfortable then that is the service you should provide. Someone should be available when the home is rented. We should be refunded for at minimum two days that the home was not in acceptable condition and our fee should've refunded for the "damages" accrued due to the fire and soot outside. I attached a picture of the fire truck that greeted us when we arrived. The pictures are on my husband's phone of the damages.
We are truly sorry you had a less-than enjoyable experience. The home was inspected prior to your arrival, as this is our standard procedure and something we do for every one of our properties-- attached are the photos from that inspection. We are open on Sunday, but as stated previously, many other companies are not, so it is difficult to get maintenance completed on those days. You reported the issue on the 24th, and on the 25th the repair was completed and everything was working great for you for the remaining 5 days of your stay. We are truly very sorry for all inconveniences caused by the community work, as we understand how frustrating it is and have already spoken to the resort about this, however this issue was not in our control. As we spoke in the guest portal, the HOA handles the construction/community and we cannot do anything beyond file a complaint with them. Additionally, we understand the alarm was beeping when you checked in, which we apologize about, but please don't doubt the inspection because of this. The alarm/smoke detector batteries can die at any point. Our inspectors always notify us of this, in this case there was nothing detected, meaning it happened after the inspection and before your arrival, which has happened before. Unfortunately, the attachment you sent will not open so I cannot see your photos attached now. However, attached is the photo you sent in the guest portal, and though the cutting board itself isn't in the best shape, there was not melted plastic on the burner of the stove, that is general wear and tear. We clean our glass stovetops after every reservation. We are aware there are a few things in the home that the owner needs to update (patio chairs, cutting board, etc.), so we're sorry for that. You did send us photos of your complaints in the guest system as we request, however we didn't receive any pictures of any cleaning issues you're now reporting. There were no carpet pictures, you did not inform us you were going to use the white towels we provide to clean the patio, as we would've had an alternative solution, there was no pictures of the shower or dirty counter now being reported, and for this, we cannot refund the charge for damaged. Once again, we're very sorry about the community issues you encountered, including the community pool being closed, however once again, this was out of our control. We did our best to resolve the issues you reported to us that were in our control and we're very sorry for the inconveniences you experienced. Please, we would love for you to enjoy what it should be like staying with Wonder Vacation Homes, so we're providing a 20% off discount for your next stay. (we cannot post the code in a public forum, so please contact us directly and we will remember you and provide the code personally)