TurnKey Vacation Rentals

This company disregards the environmental safety of its vacation renters and does not respect customers. Refused to respond to customers. They do not care even when their vacation homes are almost burnt down, they will still keep your reservation and if you want to cancel, the hundreds or thousands of dollars will not be refunded. We made a reservation with one of the vacation homes in the SOUTH LAKE TAHOE area provided by Turnkey VR LLC after seeing their advertisement on their services and quality on August 10th. Four days after this reservation, the Caldor Fire started in El Dorado county. As of today, August 27th, one week from our reservation, the Caldor fire along with the Tamarack fire are expanding toward the SOUTH LAKE TAHOE area. We have been reaching out to the company for the past 3 days to seek a refund or reschedule due to this overwhelmingly unforeseeable situation. The local agencies have been posting warnings on the nearby wildfire and the possibility of evacuation at any time in the near future. The customer service representative had been kicking me around to wait for a call back from a supervisor for the past 3 days stating that they need the supervisor the make changes. The supervisor called back and did exactly and kick me around to wait for another 72 hr for another supervisor. The supervisor on the phone does not say anything other than "yes ma'am". Customer services is the worst and does not solve problems. They advertised themselves as the "once in a life time vacation rental", which is kinda true because nobody will return to them for such trashy services for the money we paid.

Never using Turnkey again!!! If I could give them Negative stars I would! Long story short their cancellation policy is a freaking scam!!!! Due to the Caldor fire and air quality we won’t even get to enjoy the rental that I paid $1200 for!!! How is this even ok to scam a customer that paid with their hard earned money to enjoy? Turnkey let me ask you a question, what did you do during this reservation process that you feel you deserve to keep my money? You guys are a joke

Great company. Very organized.

Rented a condo in Vail, Vantage Point #214 in Lionshead. Vantage Point is a great building, with many nice units. This is unfortunately not one of them. Pictures on TurnKey's website are not reflective of the property. Couch in the website pictures is not the actual couch, has been switched to a smaller more worn out couch. Furniture is worn out. Bed is uncomfortable to the point you can't get a full night's sleep. Pillows should be thrown away and replaced, very little cushioning left. Blankets are stained and worn. The unit has been surface cleaned but needs a deep cleaning. Carpet is heavily stained and in places smells faintly of cat urine. Deck with a wonderful view of Vail mountain had not been swept off; several used matches were on the deck and plastic chairs were too dirty to even sit on. Toilet is old and runs off and on. When I notified TurnKey of the condition of this unit, to their credit, they offered to send their home care crew over immediately. However, these issues are not something that can be solved by a visit from a cleaning crew. This unit needs new carpet and new furniture. I wish there were a place to post pictures of how bad this unit actually is. TurnKey bears some responsibility, for even having a unit in this condition as part of their inventory. I won't be renting a TurnKey property again.

I just had the absolute WORST customer service experience ever! I rented a property in South Lake Tahoe for a 2 night stay from august 27th through August 29th for over $1,800. With the Caldor fire going on the air quality is over 450 which is HAZARDOUS. Friends coming with me on this trip have asthma, which puts them at higher health risk. Also highway 50 is closed due to the fires, causing us to drive an extra 2 and a half hours to get to our destination. I have called Turnkey multiple times to ask for a refund or some kind of credit for future use since there is no way me and my friends are going due to this health hazard. When I called, a lady answered and put me on hold. She spent over 15 minutes “researching” the rental policy. She then hung up completely, leaving me with no answers. I asked to speak to a supervisor and was told I would get a call back from some billing department in the next 24 hours, which is completely unreasonable. This is the first and LAST time I am ever using this company. They have no regard for their customers and their safety.

This condo was BEAUTIFUL! And CLEAN! It had everything you need to have an amazing vacation. From a well equipped kitchen to, very large living space to play games and relax and watch tv.The location is wonderful! Close to the beach and many attractions . And it is QUIET! We loved sitting on the patio in the morning having our coffee and enjoy the pond that has a fountain in it. The pool is just a short walk around the back. Highly recommend.

As soon as we checked into the condo rental we contacted Turnkey about the filth of this rental. We specifically rented from them because we used a filter on Marriott's homes and villas so that we may bring our dogs to the beach. It lead us to a rental in Myrtle Beach at the Baywatch Resort. We explained that the filth of this place was not due to one housekeeper but years of neglect. This was not a 1-2 hour turn around and we go somewhere with the dogs, this was a deep clean that required 1 to maybe possibly weeks. We asked for another condo to no avail. Basically we were shuffled around until we were told when we walked our dogs the 3rd day of our 4 day stay that Baywatch resort has a policy of no dogs from March to October. We would need to find another place for the dogs or to vacate. At this point, we went home. Told Turnkey all this information even screenshot where it says on Baywatch's website the very policy about dogs. They called us and told us that was a mistake and that we should turn around and go back. Yes, like we are going to turn around a drive another 4 hours to stay in filth and risk disease to check out the next morning at 10 am. These agents that work for Turnkey are skilled at just telling you that they are working on it, checking on it, discussing it with management. This is one of your modern day scams and the property owners who sign up with them should be ashamed of themselves.

Overall a very good experience! There was a little confusion with the initial payment deduction that got sorted out eventually. Very communicative throughout the whole stay, before and after. The only downside is some personal items were left at the property but "were not found". Not Turnkeys fault but integrity of the cleaning crew might be questionable. But we will definitely rent again.

Terrible customer service! We booked a place in South Lake Tahoe and due to the Caldor fire, we won’t even be able to access South Lake Tahoe. We contacted them 11 days before the trip and they never replied. We tried them 10 days out and never heard back. Finally after the third time we tried to contact them, they got back to us 9 days before the trip. They then told us that our trip is non refundable and we can’t move the date because we are within 10 days of the trip. BECAUSE THEY WOULDN’T RESPOND TO US. Never using this terrible site again.

Great company

After a 10 hour drive we arrived and check in was seamless. Noticed air conditioning was not working at 100 percent capacity. Everyone was polite, helpful, and moved quickly to help. Felt treated politely and properly as a customer!

Booked a turnkey rental through Airbnb with a group of friends. The area is now listed as having hazardous air quality due to Caldor fire and is unsafe, yet Turnkey is unwilling to refund cost of stay. This company is incredibly unethical and I would NOT recommend renting from them.

Be advised… if the house is at risk of catching fire and the air is toxic… they will still hold you to your reservation without refund. I guess the health of their guests isn’t of concern from the Caldor Fire in CA… won’t EVER book through a Turnkey property again. Customer service gave conflicting information every time and pointed fingers at others.

bad customer service. I have not encountered anything so disappointing. I booked via AirBnB. Three weeks out, with COVID spiking and traveling with elderly parents and days after the city declared a state of emergency; I asked to move my reservation out a few months to an open week. First response was that the policy is to allow only reservations to move out into the same month if I am within 30 days of travel. (Ok, I think...so much for kindness to bend the rules). Then I got a note in writing from them, indicating the the November dates would work. Great, I asked them how to change the booking. They then came back saying no-go because my original trip in Sept and those dates are in November. Ok, so now I think I will travel solo being careful for a quick trip and I ask what the rate difference is to change from a week to a two day trip. I get a quote. Great, I ask them to book it. Now they come back and say they will not honor the new quote. Their properties look amazing, however, their service for anything that needs a human consideration is HORRIBLE.

Horrible experience with customer service. We have had three different numbers text us, and only one person call once we reported cockroaches in a nice unit we are staying in. We’ve received nothing but excuses for all of the issues we’ve had and “we can discuss compensation for this once your stay is complete” - really? So they do not want to help their customers right away. They kept asking if we will allow someone to come by unaccompanied - what for? With our personal belongings and dog, we need to be there as well. When we got to the unit it was filthy, once I mentioned I received “based on prior reviews it is very clean” - I sent pictures and they were ignored. Crumbs and dust everywhere. All surfaces were sticky. Just because prior reviews say this unit is clean, does not mean it was cleaned to that standard before our stay. When we reported cockroaches we were told it was from the construction on a rotted wall outside, and that cockroaches are common in Florida…. I live in the South, and have never had issues. When we reported the construction and asked for a timeline it took 36 hours for a response from the “Home Care” team. They said they can’t do anything about it because it’s out of their control. Wouldn’t it be a property management companies job to communicate with the resort to ensure they knew? Any other company would’ve offered to move us. Instead we were told they couldn’t do anything. Construction started at 8am and didn’t end until 4 or so, it was so loud we couldn’t think, let alone rest. Thanks to TurnKey, we had a not so great first vacation after two years of staying home. The beach time was incredible, but customer service with our rental was depressingly terrible.

We dealt with a smaller management company and they cared only to fill our home past capacity in order to book. So many things were ruined/stolen. Dealing with a corporate entity like Turnkey has made all the difference. They actually care about my property and will enforce the rules, should it need to be done. We have had a very good experience with Turnkey and with the merger with Vacasa, I look forward to even better service. We were lucky to get paid with old company and Turnkey pays immediately.

Awful experience with TurnKey. We booked a house near Lake Tahoe and reached out with concerns about the CA wildfires. The Caldor Fire was within 10 miles of our property with smoke levels so high they were off the charts. The surrounding areas were evacuated and when I reached out I was told the “wildfires were an Act of God and were out of TurnKeys control” so we wouldn’t be getting a refund. I advised they were also out of our control - and not an “Act of God” because these wildfires are caused by humans. I was told to request a claim with AirBnB who I booked the property through. I have filed a claim and am waiting to hear back. I suggest anyone else to at had similar issues report this to the Better Business Bureau as well. I filed a claim and was advised it is now under serious investigation as to their treatment of customers. We have members of our party with severe asthma and if we had gone to this house and stayed it could have been deadly for them - let alone the impending fear we could have all perished in a wildfire. Awful experience. This company should be ashamed of themselves with how they respond to serious concerns of health and safety.

Great location! It was perfect for our family and kids, ranging from 4-13. Property is on the 2nd floor and very close to the 2 pools and the beach. The bunk bed was very wobbly but it seems sturdy enough to not fall apart. The top bunk is very close to the fan so beware! Overall we really enjoyed the property.

Except for the dishwasher, everything in the apartment was in great condition, and the reality matched the pics. The Customer service communication was wonderful, and Hilton Head is a wonderful place to relax, enjoy the beach, dine, and shop!

Turnkey is the best property management company I’ve dealt so far. Very responsive, maintaining property in the best shape and cleanliness.agents are knowledgeable and polite. Great company!