TurnKey Vacation Rentals
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Inflexible and dishonest
Management company is inflexible and dishonest. This review relates to my experience with TurnKey Management as a host for a property I rented through Airbnb. I am an occasional Airbnb renter and have always had positive experiences with hosts. We unfortunately had to cancel our out of town travel last minute. The property listed by TurnKey had a stated cancellation policy that allowed for a refund of the cleaning fee if cancellation was made prior to 4pm the day of check in, no refund after. I ended up cancelling the reservation at 4:55pm the day of checkin (55 minutes after the stated time cancellation would have refunded the cleaning fee). I reached out to TurnKey to ask for an accommodation to their stated policy, to have the cleaning fee waived as we did not use the property and therefore didn’t require a cleaning. I indicated that we had just missed the window when such a refund would have been provided. I noted the rental rate and other costs of the rental were lost costs. And further recognized this was a request that was outside of the stated policy which was clearly listed on the Airbnb site - but asked for an accommodation to waive the cleaning fee as we hadn’t checked in and would not be using the property. This led to a series of several emails with the company with them repeatedly directing me back to Airbnb, inaccurately stating that it was outside of their control to grant an adjustment. An Airbnb rep directed me back to TurnKey and ultimately confirmed that hosts are able to (and often do) grant accommodations and directed me to the app feature (which I used) specifically designed to request such adjustments. After much back and forth with the company, they ultimately declined my request on the basis that they were unable to refund the amount because I booked through Airbnb. I realize they have every contractual right to do so, but felt the way they handled the request and their ultimate decision was both dishonest and inflexible. It has been a frustrating experience and one I wanted to share with other potential renters. I hope your experience is better.