TurnKey Vacation Rentals

As with everyone else talking about this unethical piece of doo-doo company. At least refund the vrbo and the cleaning fee or guarantee that someone will be there to fully clean the place before my check in time and show proof of it. You have to hold up your part of the bargain to at least clean the place before arrival and please provide video and photo proof on the day of please. Oh wait you can’t because of the fire and mandatory evacuations? Well there we go. Why keep the cleaning fee as well? And what if we actually need in person help at the rental, I highly doubt anyone would come with the 24/7 customer service

Unethical company. I paid $3300 for a rental unit in South Lake Tahoe but could not go due to fire and smoke. Being told that I can not have any refund- not even a refund of the hundreds I paid for “cleaning fees”. I’m being told that buying insurance was my responsibility. It is unethical for a company to expect me to pay $300+ for insurance in the event that they could not deliver what I paid for. In essence they need the insurance- not me. I had also Booked a nonrefundable room at Wylde Inn for a night before my rental was available. That hotel gave me 100% refund because it was the right thing to do. Sadly several of us flew into the area from various states and then were stranded with no where to stay. Had to rent another home last minute in the San Francisco area. The stress of not feeling safe, having no where for 6 people and a dog to sleep on top of the financial impact was significant. Believe me in this situation you’d like a company to be fair and treat you with respect. Enterprise car rental waived the $800 fee for returning the car in San Francisco instead of Reno because they knew it was unsafe for us to return. The airlines all changed our tickets to fly out of Oakland instead. Every single other company worked with us, even though our contracts said they didn’t have to. I called Turnkey 6 times over 3 days trying to cancel and get a refund- no supervisor was ever willing to talk to me. Just an email with the same answers you see on the bottom of each of these postings. I will tell everyone I know to never use this company. They will not even attempt to take care of you.

If I could give this company a 0 out of 10 I would. We will NEVER be recommending them to friends and family and would rather stay anywhere else. Like the other reviews below they expect us to stay in a fire evacuation zone and refuse to give us a refund. Terrible customer service and will never be getting my business again. Would not recommend booking with this company.

I just rented a house from turnkey rentals and was subjected to the worst customer service I’ve ever experienced. I’ve been calling 1 1/2 weeks prior to our check in date to see what we could do to reschedule the dates, get a refund or move our vacation destination from South Lake Tahoe to a different area due to fires and extremely hazardous air quality. Each time I spoke to someone they refused to accommodate us because we didn’t buy insurance on our $1,800 2 night stay. As the days drew closer, we continued to try and speak with the homeowner or management and they said that it wouldn’t do any good because that’s their policy. The day before I tried one more time and said they are doing recommended evacuations, highways are closed and the air quality is hazardous to breath. They are telling people not to travel to South Lake Tahoe yet you guys will not work with us with even a partial refund. I’ve never dealt with a more greedier company who has no regard for human life. There are people over there losing homes, pets and possible lives yet you want me, my family and friends to go vacation in a home surrounded by fire and smoke. Unbelievable! I will never ever again do business with a company who has zero moral or ethical standards and just cares about filling up their pockets.

Like everyone else this company refuses to refund thousands of dollars for property we can't use, this greedy company won't refund due to the fires. There are literally evacuation orders and the air quality there is the worst in the nation. I don't want your basic copy and paste response. Doesn't matter if there was no insurance or not. The advertised service is no longer available. Give us our refunds. This company is so stupid because they are going to lose millions due to bad reviews. By the end of next month their ratings are going to be in the low 2 or have a 1 star rating but obviously they aren't smart and would rather just keep our money which is nothing compared to what they will lose in profit in the long run. Millions and millons of dollars you will lose. Going to the media....they are going to lose a lot more now.

The cabin we’re supposed to stay in is probably burning as we speak.. I contacted the rental company an hour ago for the 4th time regarding the Caldor Fire. A representative I spoke with today stated that since I did not purchase “travelers insurance”, we do not qualify for a refund. Their policy includes no refunds with natural disasters. I was never offered that type of insurance when I booked the cabin! The representative on the phone tried to tell me that our cabin is nowhere near the fires, he stated it’s “40 miles away”. Well he lied because I tracked the location with the exact address to the cabin and it’s literally in the fire where evacuations are occurring as of today.. so we’re fine? It’s sad that this company is playing dumb or they really do not have the slightest clue as to what’s going on. Turn the news on Turnkey! The air quality is hazardous and the smoke is terrible in Sacramento, I can only imagine how bad it is up in Tahoe right now. The fact that they’re providing this type of advice/customer service is beyond me. If this company can’t provide services we PAID for, how does that not qualify for a refund if not a reschedule date? When the cabins are in flames, what are they going to say then? “Come in where it’s warm?” Shame on you, TurnKey Vacation Rentals.

Have had an upcoming reservation for Lake Tahoe and visitors are being advised by authorities to stay away due to the raging wild fires occurring there. Contacted TurnKey and they were extremely unhelpful and in my opinion irresponsible by encouraging people to visit the area against advisories. Their defense is that they are not responsible for natural disasters but have no problem taking your money even though you cannot go due to health and local advisories. Know several other property rental companies who are actually doing the right thing and refunding or rescheduling customers but TurnKey is so far unwilling to do so. I would highly advise you to stick with a company that actually helps customers instead of blaming and ignoring them. ------------------------------------------------------------- **Below is exactly the reply I expected from TurnKey as they are unwilling to help or even consult with the homeowner, reschedule or do anything, period. Just the same canned response and I would stay far away from TurnKey as possible!!! There are too many other rental agencies that are actually doing the right thing for their customers. Plus there is nothing worse than a response of, "Please reach out to us if there is anything else we can do for you". Uh, you haven't done anything to help me in the first place. ------------------------------------------------------------- Reply from TurnKey Vacation Rentals 19 minutes ago Thank you for taking the time to share these details, and please know that we deeply empathize with you and many others whose travel plans were impacted by the wildfires. As situations such as this can arise at any moment, we highly encourage guests to invest in travel protection and provide this option within our reservation finalization process, including "cancel for any reason" protection. Please reach out to us if there is anything else we can do for you.

Vrbo and the property manager are both claiming they are not at fault or responsible for helping me to find alternatives for a reservation that is currently located between 2 wild fires in California. Your company is suggesting I endanger myself by entering an area that is currently under evacuation in order for you to consider relocating me. The air quality alone is beyond hazardous. The place is clearly not as advertised and would put all guests at risk. They will not even consider postponing and providing a new date for a stay that has been payed for. Their inflexibility in a time of crisis is straight up criminal. Stay away from this shady company.

I would give zero stars if that was an options. So far, their customer service has been so awful from the very beginning once I booked a property in Truckee, Tahoe. Now that there are fires near by I reached out a week ago to cancel. They have messaged me back and truly don’t seem to care that they are near evacuation. They are still telling me basically to go. They won’t even offer a credit. What an embarrassment! I’m fighting with them and Airbnb for a refund. This was 2k. Now I’m being told I could have gotten insurance for the weather?! Never saw that at check out. Also, they are putting me in harms way by telling me it’s ok to go. This is the most irresponsible and worst service I’ve ever had. I will never use this service or Airbnb again. They should be able to override turn keys decision. I’m sure I’ll get some lame response from Turn Key after this message. Be aware! Don’t ever use their site!!

Our whole vacation experience was wonderful. Communication was easy and helpful when needed. The property was beautiful and clean upon arrival. It was well-stocked with what was promised. Very spacious.

Turnkey is advising tourist to still access their rental properties even through there is a raging fire in the South Lake Tahoe area. We called them to cancel our trip a few days in advance of checking in. We were met with a “too bad for you” attitude and a person who told us to go anyway. The roads are blocked, And lake tahoe officials are pleading with tourist to stay away so emergency crew can do their jobs. They also really don’t want roads clogged in case residents have to evacuate. Aqi index is in the 500+ range and with two small kids there was no question that we could not go . This morally bankrupt company took our money and didn’t even offer us a flexible date to reschedule. What they are doing is unethical - keeping money for services they did not provide. EDIT: I want everyone reading this to see how Turnkey's reply shows how morally bankrupt they are. There has to be a solution that does not allow companies like this to profit from natural disasters! I could understand keeping the deposit but keeping the entire $5k because we couldn’t get to the location due to a fire and public state of emergency? Or even offering a credit for a later stay?A 150k acre fire is not simply an inconvenience. The smoke from the fire poses long term health risks to our small children. Emergency personnel needed space to work without tourists clogging the roads and Turnkey TOLD US TO GO ANYWAY! What they fail to understand in every single response they post - the fire is also not the fault of the customer. There is NO opportunity cost of the cancellation - the cabins are UNRENTABLE and Turnkey is still profiting off of the fires. I don't care what your bogus contract says - its unethical. We paid for a service that we did not receive. Is this the kind of company you want to take your money? Never again from us and countless others who are victim to this policy. There is a class action lawsuit being petitioned against them currently - they have stolen nearly $800k from customers using this tactic and I know there are many more than this. Please join the Facebook group - “Turnkey do the right thing” and you can see for yourself.

They have been great to work with and I get a lot of bookings with them. They address my concerns and are really good to communicate with me.

We loved the house and location of the property. It was great for our family. Close to the beach and plenty of room. The only reason I did not give a 5 star is because the outside grill needs to be replaced. But, we want to rent the location again. Fun Times!!

Vacation from Hell. I booked a condo at Gulf Plantations Room 1364. in Gulf Shores AL through VRBO. Turnkey, sent all the info and it looked great until my first night. After dinner we came back to our room with no air conditioning. As the temperature started climbing I made a phone call, After the third call, I tried to troubleshoot with the operator, and find the breaker panel, find the outside unit, to try and reset it if it was frozen up, The operator insisted someone would call me first thing in the morning to service the unit. At 10 AM I tried calling the first time. I was told they could not find anyone to service the unit until Sunday, the day of my departure. I told them this made no since because I would be leaving and two nights would be without air. I was told many times someone would be calling me and informing me of updates. I called VRBO three times to intervene and was told it was in process. All of this was a lie. They had no intention of ever sending anyone out to service the unit. I made a minimum of seven calls and was even told another room was in the process, a supervisor was working on it, and four different times I was told I would receive a call within the hour. I received no calls or notifications. Temperatures staying at 86 degrees with no relief. I spent my entire day calling, trying to make sure my kids would not have another night of sleeping in sweat. This company lies and does not care about its customers. I will never do business with them again, Or VRBO. To spend both nights of my vacation with no relief from the heat is miserable. I cannot believe they can get away with this.

As everyone is aware of the Caldor fires going on, reaching towards south lake Tahoe, evacuations are starting to occur. I booked a cabin for Labor Day weekend for my friends wedding crew and after watching the news updates, it’s not looking promising. I contacted Turnkey Vacation Rentals 2 weeks prior to our arrival date seeking options on a refund with the unforeseeable future if we are unable to get to the cabin safely.. The company basically gave me an “oh well” attitude after speaking with two representatives on the phone. They didn’t discuss any options with me nor showed any sympathy. They informed me that since we did not purchase “travelers insurance”, refunds are not available. Which that was never offered to me prior to booking! If highway 50 is blocked off and the air quality is HAZARDOUS with smoke filling the air so bad that you can’t even see far out onto the roads, how do we not qualify with a refund given that services this company CANNOT provide to us? After reading all the other sad/horrific reviews on here with the same current situations, it’s very clear this company does not care about our safety nor providing any customer service. I will never book with Turnkey Vacation Rentals again.

What a terrible experience. Rented 2 condo units in Nashville. One unit was in bad need of interior painting. Both units had been neglected. HVAC unit went out on the second day we were there. Customer service was a joke and no help at all. Turnkey vacation rentals are a poor excuse for short term rental solution. Save yourself the trouble and stay in a good hotel.

As many have already stated here, the Calor fires have me wondering whether I should lose my money or risk my health and safety in order not to. It is unfortunate that reaching out to Turnkey almost 3 weeks ahead of my scheduled date would not afford me a greater degree of flexibly besides being able to shift my days within the same month. I was not even expecting to get my money back though would have liked to have be able to credit my account to use elsewhere or within a greater range of months. Companies should not have to force you to buy additional protection in order for you not to be at a complete loss. I will not be doing business with them again and I would advise others who are reading this to do the same. Their response below shows how much they truly care.

There are wild fires where we are supposed to be traveling in Tahoe. Basically was told there’s no refund or being able to change dates unless the place burns down. This company is a bunch of savages. Worthless. Find a different company to book through.

The condo was very clean and in good repair. The one issue we discovered was that the master bedroom king bed had several broken slats in it, causing the mattress to sag at the head. I called TunKey and they sent someone out quickly to repair the bed. Office staff were professional and courteous.

Turnkey vacation rentals is an absolute joke. Please do not book with this company! A group of friends and I are scheduled to go up to south lake tahoe for labor day weekend and paid over $2000, currently the caldor fire is creeping closer to south lake tahoe and the air conditions are hazardous, the fire is only 12% contained and the poor people of tahoe and surrounding areas are close to being evacuated or already have been, hwy 50 is shut down. We requested our money back on the property due to these hazardous conditions and the company told us we can still go to tahoe going up I80 and will not refund our money back, RIDICULOUS! It's shocking to me that a large company such as this would not negotiate due to this sad, unfortunate, not to mention scary/hazardous situation. South lake tahoe health officials are even telling tourists to stay away for labor day weekend due to the fact that they may need to evacuate people and how hazardous the conditions are. My friends and I will never be booking a vacation rental through this company ever again.