Sarah

Aug 5, 2021

BEWARE OF TURNKEY

As someone who works in the travel industry and specifically with vacation rentals, I am truly appalled at the way that Turnkey has handled themselves as a company and as human beings in the past year and a half. Like most of the rest of the world, 2020 altered our travels plans, which were to go skiing in the end of March last year. We spent $2000+ on a pet friendly home and when our reservation was cancelled, we were told that we had credits to rebook the same home before December 2021 (getting the credits themselves was quite the ordeal and took 5 phone calls to accomplish but I digress...). While it's certainly not ideal to go to a ski-in-ski-out home in November 2021 when there isn't any snow on the mountain, we figured we'd still go and enjoy ourselves because the alternative is throwing $2000 down the drain. When we went online to look at the dates available, we saw that the home has decided to change their policy and no longer accept pets. We contacted Turnkey to see what can be done and after 40 minutes on the phone, I can honestly say we've gotten nowhere. We went around and around in circles with the customer service reps who just continue repeating the same phrase they must have been told to say: "We do apologize for your frustration." I get it, I've worked in customer service and work in the travel industry so I understand how challenging it is to deal with company policies during a global pandemic. I'm not asking for a refund or even an extension of our credit (because at this point that's like asking for the moon it seems!). All I want to know is what Turnkey plans to do to honor our previous contract where we paid a pet fee at a pet friendly accommodation that has decided to change their policy post-booking. Turnkey has been absolutely useless and just keeps repeating that they have to honor their "future stay credit" policy, with no indication that they've heard anything that I've said to them on the phone for the past 40 minutes. I didn't intend for this review to be so long but I hope it helps a future traveler by preventing them from booking with Turnkey like I did. $2000 held up by Turnkey for almost 2 years and no trip able to happen because they're able to change their policies whenever they want- what a great customer experience!! I've tried escalating this situation to a supervisor but everyone on the phone claims they are the supervisor. Beware! If you're looking for a great vacation rental experience, plan to book with any other reputable company!