International Vacation Homes.Travel complaints

Complaint Experience

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BCA's Summary and Analysis:

Complaints contain a pattern of allegations that the condition, location, or amenities are misrepresented by the company. Specifically, renters said that the locations of the properties described as on or just steps from the beach are not and that the amenities promised as part of the agreement were missing, broken, or non-existent. Many customers reported: “dirty, filthy, or otherwise unclean premises.” Some said that items within the unit were broken, such as: ceiling fans; televisions; door locks; and, in a few cases, the units had roof leaks. Those who called for assistance claimed that despite promises by the company to remedy the issues, no help was given.

Renters often complained that the business did not provide security deposit refunds despite multiple requests. In a few cases, clients made deposits but after receiving their contracts disagreed with the provisions or the company was unable to deliver the property rented and refunds were requested but not issued.

The company generally responds to complaints by issuing refunds of the clients’ deposits but does not generally address the cause of the delay. With respect to the conditions of the property, the company contends that contractually the clients agree to pre-inspect the property, but if they fail to do so, they take possession “as is.” In some cases, the company disputes the allegations of disrepair and cleanliness by stating they have photographs of the property and that the client did not have any objections during the walk through. To others, the company claims the client did not submit their dispute in writing, during their stay, as stipulated in the contract. The company generally disputes issues of misrepresentation claiming that the property is as described and the client has the obligation to inspect the property prior to occupancy. Often, they refer to specific clauses in their contracts which state that rentals may vary in size, location and amenities and deny refund requests.

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