TurnKey Vacation Rentals
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Frustrating Experience
We narrowly avoided disaster twice! Our family planned a vacation to celebrate our son's recovery from two serious surgeries within three months. A couple of months after booking a pet-friendly house, we happened to notice in an updated description, that it no longer allowed pets. Luckily, we noticed this and asked to be "grandfathered in" since pets were allowed at the time of booking. No notification - we just saw the change ourselves. More upsetting, we received a call telling us that the balance of our cost was to be charged the next day. We were told that many banks refused large charges if they weren't notified ahead of time. Because it was late in the day, I thanked the caller and said I'd take care of the next morning. At 7:20pm, the same night, I happened to check e-mail and saw the message that our reservation had been "successfully canceled" at 7:08pm. Of course, we went into a tail spin and called Turn Key and were told that whenever a bank refused a charge, it was the policy to cancel the reservation, regardless of the reason. I repeated the earlier conversation and was told, "sorry, that's our policy!" I hurriedly asked her to see if the house had been booked in the short time between the cancellation and my call to her. Fortunately, it was still available but she informed us we'd have to pay another deposit. At that point, I was too upset to continue the conversation and gave the phone to my husband who asked to speak to the caller's supervisor. After a lengthy explanation, we didn't have to pay the fee again. Our house was good but didn't have the promised gas grill - only a dirty charcoal grill, mounted in the yard which entailed a trip into town for a cleaning brush and charcoal. When we contacted Turn Key about the promised gas grill, we got a "form" reply saying they know how frustrating it can be when things aren't as you'd like. We WON'T be using Turn Key again!