TurnKey Vacation Rentals
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TKVR NIGHTMARE Vacations
Run, don’t walk away from TKVRs!!! The following are true and accurate events, despite the absolute absurdity of the events! I booked a cabin with TKVR via VRBO. I made a mistake of using my debit card to book the property. I soon received an email stating; my card had been declined. I immediately checked my account and not one, but two charges had been authorized by my bank. In fact, TKVR continued to run my card. By this time, the bank shut down the card. I contacted TKVR and they told me my card was declined, despite providing them with the authorization number from my bank, for both charges. I asked TKVR to cancel the charges. TKVR told me since they didn’t actually receive funds, they can’t cancel the two authorized charges. I contacted my bank and relayed this information. The bank stated they could not remove the charges since both were authorized. Luckily, my bank worked with me and removed one of the $1,200 charges. I waited a little over a week, and the other $1,200 charge finally “fell off”, crediting the funds back to my account. I should note, during all of this, the rental price increased. A little over a week later, since my wife was really looking forward to staying at this property, I thought I would attempt to book the same property for the now increased price. I opened my VRBO account and saw the same property still available. Learning my lesson from the first nightmare, I used a different credit card this time. I booked through VRBO and everything appeared fine. Soon I received another email stating my card had been declined. How can that be? I checked there is plenty of credit and I use this card often. Then it hit me, they charged the wrong card? Sure enough they did! Here was another $1,200+ charge. I immediately prevented any additional charges and called TKVR. I can honestly say I was very frustrated at this point. As I explain to the first TKVP representative, after numerous button sequences, what has happened, she hangs the phone up on me. Granted my voice was loud and firm, but no foul language or other than factual comments had ensued. I call back and go through the maze of buttons a second time. This time I’m connected to a very jovial representative. Oh, but this is about to change. I explain what happened and asked how they know which card to choose and why do they even have both cards? The answer to the first part seems quite clear and reasonable, “we charge what ever card VRBO sends us”. Got it!! The answer to the second part of the question takes a turn to the improper and unreasonable. I was told they made the card I attempted to use on the previous canceled booking, my “default card”. I told her I did not authorize for the card to be stored as my “default card”. I also said this was a new booking on a new card. She did confirm TKVR received the new card with the new booking from VRBO. I asked “why didn’t they follow their normal procedures and charge the new card from VRBO”, as she earlier stated? Her response: “we had the other card as default, so that’s what we charged”. Keep in mind, another $1,200+ had just been taken from my checking account. I asked “who makes the choice which card to use”? She says “we don’t make a choice, we use the default card on file”. I said “that IS making a choice”. She says “no it’s not, we used the card on file”. Maybe you can see where this is going? I explained to her my previous booking was cancelled, the debit card was charged and TKVR had still showed the card declined. Why was this declined card now the “default card”? She said “it’s the default card unless you call us or click the box in the manage payment field of the booking confirmation”. When the 1st booking was canceled, I didn’t want to continue that cancelled booking by paying a third time. Why would I consider changing a “default card”? Now she says “you should have known we store it and it’s just common sense”. Wow! “I explained I’m not clairvoyant”. By now, she sent me the new booking showing paid in full, after running it on the card provided by VRBO with this new booking. I asked her to show me where I can make the change to the default payment as she previously indicated. She scrolls down the page, as I follow along on my copy of the email. Guess what, it’s NOT there!!!! Because the booking is within 30 days of the occupancy date, no option to “manage payment” is provided. The exact same as the first booking, also within 30 days!!! So this ability to check for TKVR to maintain a “default card of file” isn’t available. So I again ask how could I have known you stored the first card? This went on for a bit. Finally, she says “stop placing blame everywhere else, you are to blame. You should have called TKVR and told us not to charge the old card. This is your fault”. Which card is now default? I’ll never know!! There are additional items I can also substantiate!!