TurnKey Vacation Rentals
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Cautionary Story of Cancellation Policies
My family originally booked our Florida vacation through AirBnB because we know and trust AirBnB mostly due to their fairness and transparency. When our vacation rental was purchased by Turnkey Vacation Rentals we were happy to see that Turnkey honored our reservation. So our initial impressions of Turnkey Vacation Rentals was very positive. All was well until my wife had to undergo emergency surgery to remove a tumor. We returned home from the hospital with medical restrictions on travel and sadly had to cancel our planned vacation 21 days before our trip; our children were devastated. We were really disappointed when we called into Turnkey Vacation Rental customer service to hear their cancelationpolicy is non-refundable within 30 days. We anticipated some sort of penalty this close to our planned vacation (like most travel companies such as AirBnB, the airlines, the rental car, ect), however a complete loss of our money seems very harsh. It is truly gut wrenching to not only have to give up our family vacation in light of the medical issues, but to then lose all of our vacation funds that we saved for, and then be left without funds or a vacation for our children. I asked the Turnkey Vacation Rental Customer Service representative if there were any alternative options such as: 1. apply the standard 10% cancelation penalty fee to our existing vacation since we have extenuating medical exemptions 2. rebook our vacation with Turnkey Vacation Rentals in November 2022 when we are able to travel again 3. kindlyachspeak to a manager to discuss the situation to find a reasonable compromise (we provided as much notice to Turnkey Vacation Rentals as possible) The customer service representative only replied with, "No. Is there anything else I can do for you?" We are more than willing to work with your management and would like to find an alternative solution for both parties. We have already lost so much money having to cancel this trip due to these extenuating circumstances. We'd hope you will understanding given our situation, but even with emails to customer service we have heard nothing. We are so sadden by this experience. We would have given Turnkey Vacation Rentals another opportunity with a rebooking, but now we are left without our vacation and money, while Turnkey has plenty of time to rebook another renter and double their earnings. Merry Christmas to you Turnkey.