TurnKey Vacation Rentals
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Horrible experience with TurnKey
We booked a rental through TurnKey Vacation Rentals in Napa, CA. The pictures online photographed a “luxury” property with a beautiful outdoor lounging area, pool and jacuzzi. The location reported it was ideal for wineries as well. Driving to the property was a huge challenge, up winding roads that are unsafe especially for non-locals. This was not mentioned in the description. When we arrived at the property it was evident that the property had not been visited in quite some time- there were leaves and brush all over the outdoor area, the hot tub was visibly untreated, cob webs all over the frame of the home. The outdoor space was completely unusable. When we were finally able to get inside (code to door was not working, we had to call multiple times for entry), the home spelled of cigarette smoke. There were spiders and spider webs everywhere, bugs in corners, and hair EVERYWHERE… all over the bathroom floor, shower, and all over the beds. The house had clearly not been cleaned and was completely unacceptable. When we refused to stay and showed Turn Key photo evidence, they refused to refund us and said they would have a cleaning crew perform a “deep clean”. Why was this not done prior to our arrival? After much back and forth, TurnKey decided they would refund us about $1,500 of our $4,600. Do NOT book with this company. They do not accurately portray their properties online and then refuse to correct their errors. It is also impossible to communicate efficiently with supervisors. They should have done the right thing and refunded us completely. Instead we were left paying for this property AND a hotel in Napa.