TurnKey Vacation Rentals
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DO NOT USE THIS COMPANY
Now that I've found a solution to our catastropohe from yesterday I wanted to share with everyone planning to vacation with a home from TurnKey Vacation Rentals to RUN THE OTHER WAY FAST! We were linked to them via Marriott Homes and Villas and VRBO. I'll preference this with anyone who knows me, knows how patient and level headed I am in pretty much every single situation. In March we booked a beautiful multi-million dollar home on Fernandina Beach, FL for November to celebrate Marc's 40th birthday and his promotion so he could play at TPC Sawgrass. We were excited about the home because it was big enough to accomodate all 16 of our friends going and it was incredibly hard to find a house that fit everyone! We paid all our deposits, started booking tee times, grocery delivery, flights for 14 of the 16 people booked, rental cars for others. And YESTERDAY - to clarify - 9 days before our trip (7 days before for those driving) I got an EMAIL not even a phone call from them saying: "We have just been informed that the vacation home you originally booked is no longer available for your upcoming vacation. We searched the availability of our properties in the surrounding area but were unable to locate a comparable vacation home. As a result we've cancelled your reservation." WHAT?!?!? 16 people have plans for this trip. Time off work. Flights. Child Care. Rental Cars. ALL THE THINGS. And they sent an EMAIL saying their house was no longer available. So I called the phone number in the email and the rep, Kimberly, that I spoke with said there was no point in speaking with a manager - nothing could be done. She also suggested I search on their property site and see if I could find 2 houses near one another. WHY WOULD I EVER BOOK WITH THEIR COMPANY AGAIN!? And when I asked her how I could trust that those homes would be cancelled last minute she said she couldn't assure me that wouldn't happen again. WORST CUSTOMER SERVICE EVER. So yesterday rather than work all afternoon like I had planned I spent the afternoon scrambling to find a back up plan and a wonderful home owner to save the day for us. I'll share incredible reviews and details about the house we are renting now - and how amazing the owner was at helping me in this crisis. But please if you do anything SHARE this so others don't have it happen to them a week before a trip they've been planning all year gets pulled out right from under their feet with a company who had NO solution oriented customer service. PLEASE NOTE WHAT THEY SAID IN THEIR REPLY IS A LIE. They did not reach out via 3 forms of communication - one email. ONE. And that was my cancellation confirmation email. And their staff did NOTHING to help me find new houses to accomodate their error. And now I have to wait 3-5 business days for my "full refund" to go back on my card so I can use those funds to book a new house through another company when our trip is less than a week away.