TurnKey
2.6
4.1
Overall Score
Xiaotong Chen Cupertino, CA
KEEP AWAY FROM TURNKEY!!!
Due to the weather condition in Lake Tahoe, I had to cancel my family trip for Thanksgiving and wanted to cancel a booking within 2 hours - literally 2 hours. The customer service told me that I can cancel it but I wouldn't get refunded. Basically, I am $1,100 out for nothing. These days, even the worse company won't steal money from their customers like this.
This is from their reply to my cancellation request-
"TurnKey reservation agreements do not allow for refunds due to unexpected travel changes (injury, job loss, etc.), storms (hurricanes, tornadoes, etc.), natural disasters or illness (including COVID-19)."
This is basically saying "give me the money and who the fxxk care about customers".
Do yourself a favor and keep away from TurnKey. Don't be stupid like me.
4 years ago Edited November 22, 2021
Reply from TurnKey
Hi Xiaotong
Thank you for taking the time to leave us this review. We're sorry to hear that your travel plans had to be canceled. We adhere to Airbnb's cancellation policy which states that in order to receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in. Unfortunately, your cancellation was outside of the grace period and therefore no refund was processed. If there’s anything else we can do for you please let us know.
Thank you for taking the time to leave us this review. We're sorry to hear that your travel plans had to be canceled. We adhere to Airbnb's cancellation policy which states that in order to receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in. Unfortunately, your cancellation was outside of the grace period and therefore no refund was processed. If there’s anything else we can do for you please let us know.
Nov. 23rd, 2021
ana ponce Raleigh, NC
Our vacation was ruined
We made reservations about four month ago for our Thanksgiving vacation at Myrtle Beach with a total of three couples. Then about a week ago, Turnkey called me and said that there was constructions in progress at the location where we were staying and told me at the last minute they needed to move us to another location. The new location had three rooms, but only two bathrooms. They did not offer any kind of deductions for the inconvenience, when we paid the full amount to get three bed and three bath. I called over six times to have them fixed the issued they created by not letting me know on time so i could look around for another place to stay with all the rooms and bathrooms need for the same price. No one called me back to clear the situation and I was left with no vacation home to go with my friends.
4 years ago
Reply from TurnKey
Hi Ana
Thank you for taking the time to share your feedback, and we do apologize for any inconvenience you encountered. When something like this occurs, we do everything in our power to find nearby, similar (if not better) property options that we can transfer your payment over to or cancel the reservation altogether and offer a full refund. It appears you didn't select any of the options we offered and so your reservation was cancelled and a full refund was issued so you could make other accommodations. Your patience is truly appreciated, as we understand the frustration of not being able to stay at the original property you had chosen. If there’s anything else we can do to make your experience with us a better one, feel free to reach out anytime and let us know.
Thank you for taking the time to share your feedback, and we do apologize for any inconvenience you encountered. When something like this occurs, we do everything in our power to find nearby, similar (if not better) property options that we can transfer your payment over to or cancel the reservation altogether and offer a full refund. It appears you didn't select any of the options we offered and so your reservation was cancelled and a full refund was issued so you could make other accommodations. Your patience is truly appreciated, as we understand the frustration of not being able to stay at the original property you had chosen. If there’s anything else we can do to make your experience with us a better one, feel free to reach out anytime and let us know.
Nov. 23rd, 2021
Mary Davis Port Orange, FL
We reserved a townhome on Beech in Nashville for a long weekend. We went through TurnkeyVR because they SAY that they handle higher-end and premium properties. NOT SO, I assure you. Yes, the place had 3 bedrooms and 3.5 baths, but the 3rd bedroom had a cheap, rickety bunkbed that no one could sleep in -- and opted to sleep on a sofa instead. The walls are SO damaged and lacking in maintenance -- everywhere! The housekeepers didn't even put top sheets on 2 of the beds. Glassware was put away FILTHY -- I mean, with lipstick and crumbs on and in the glasses -- not even WASHED -- and during COVID! (I immediately did the last guests' dishes upon my arrival!) They only leave 1 roll of toilet tissue in bathrooms. (Talk about CHEAP!) And here's a real kicker: NO CABLE TV for any of the TVs! That's right -- in 2021, NO CABLE TV! I didn't think to ask -- nor did I think to ask about indoor plumbing! It's pretty much a GIVEN that one will have cable tv -- and if this place wants to call itself an upscale rental, the owner has much work to do! I spent SO much time on the phone with Turnkey employees and their housekeepers that my trip was ruined. Plus, the guys couldn't watch football at the house as they'd planned! Wish I could upload photos here because they are MIND-BLOWING! Turnkey is all about making sure they get your money, but they don't care a bit about guests' comfort and convenience! This place was such a flophouse that there was even (a LOT) of Scotch tape left on the walls -- obviously from a prior guest who put up crepe paper and balloons, since remnants are STILL in the master bedroom and behind the nightstand. We travel all around the globe, but this was our first (and LAST) time booking through Turnkey VR. They do not measure up to our standards. (Frankly, a Motel 6 is better appointed and HAS CABLE TV!) Run, don't walk from TurnKey VR, folks! *AirBnB, HomeAway, and VRBO allow for dealing directly with owners that care about their properties and their guests. We've NEVER had an issue when booking a place -- even in other countries -- through AirBnB. Turnkey VP, however, is a JOKE. Apparently, they'll take ANY property from ANY cheapskate owner and have no regard for even basic standards. All you'll get from TurnKey is disappointment and countless hollow apologies.
4 years ago
Reply from TurnKey
Hi Mary,
Thank you for taking the time to leave us this feedback. We are sorry to hear your experience with us was not as great as it should have been. We strive to offer impeccable customer service, and it is our hope that if anything comes up, guests are conveniently able to reach us 24/7 on our guest hotline. Please be assured we’re looking into everything you reported and it appears that one of our agents did connect with you regarding the missing linens and was able to guide you to additional ones at the home. Please know that we’ve since given your feedback to our housekeeping staff so they can triple-check the home, making sure it is in perfect condition for our guests. With regard to the cable tv, this is not an amenity listed for the property, however, we will happily share your feedback with the homeowner for further consideration. Our local team is following up on everything else that you mentioned and will have it resolved moving forward. If there is anything we can still do for you, please reach out any time and let us know.
Thank you for taking the time to leave us this feedback. We are sorry to hear your experience with us was not as great as it should have been. We strive to offer impeccable customer service, and it is our hope that if anything comes up, guests are conveniently able to reach us 24/7 on our guest hotline. Please be assured we’re looking into everything you reported and it appears that one of our agents did connect with you regarding the missing linens and was able to guide you to additional ones at the home. Please know that we’ve since given your feedback to our housekeeping staff so they can triple-check the home, making sure it is in perfect condition for our guests. With regard to the cable tv, this is not an amenity listed for the property, however, we will happily share your feedback with the homeowner for further consideration. Our local team is following up on everything else that you mentioned and will have it resolved moving forward. If there is anything we can still do for you, please reach out any time and let us know.
Oct. 28th, 2021
Sierra Griffin Los Angeles, CA
DO NOT BOOK WITH TURNKEY!! I am not one to leave negative reviews but this situation is so egregious. Back in Feb / March, we used TurnKey to book a large house for 15 people in October for my bachelorette party. Now a little less than three weeks out, the hosts cancelled our reservation without any explanation or warning. Turnkey has done absolutely NOTHING to resolve the issue. They said if we booked a new house thru them that they would cover the difference except because we’re less than three weeks out they have no comparable inventory available. We have resorted to booking another house with a different app that will cost us upwards of $3,000 more and Turnkey will not take any accountability for their flaky hosts. How come we weren’t allowed to cancel after a certain date but our hosts were? COMPLETELY UNACCEPTABLE AND HORRIBLE CUSTOMER SERVICE. I understand that stuff happens but where Turnkey messed up is their complete unwillingness to right this wrong. They offered us a 10% discount on our next booking with them instead - what an absolute joke. Please take your business elsewhere as this business clearly has no regard for their customers. So upsetting.
5 years ago
Reply from TurnKey
Hi Sierra,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again.
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again.
Oct. 17th, 2021
Michael B Larchmont, NY
Management company is inflexible and dishonest. This review relates to my experience with TurnKey Management as a host for a property I rented through Airbnb. I am an occasional Airbnb renter and have always had positive experiences with hosts. We unfortunately had to cancel our out of town travel last minute. The property listed by TurnKey had a stated cancellation policy that allowed for a refund of the cleaning fee if cancellation was made prior to 4pm the day of check in, no refund after. I ended up cancelling the reservation at 4:55pm the day of checkin (55 minutes after the stated time cancellation would have refunded the cleaning fee). I reached out to TurnKey to ask for an accommodation to their stated policy, to have the cleaning fee waived as we did not use the property and therefore didn’t require a cleaning. I indicated that we had just missed the window when such a refund would have been provided. I noted the rental rate and other costs of the rental were lost costs. And further recognized this was a request that was outside of the stated policy which was clearly listed on the Airbnb site - but asked for an accommodation to waive the cleaning fee as we hadn’t checked in and would not be using the property. This led to a series of several emails with the company with them repeatedly directing me back to Airbnb, inaccurately stating that it was outside of their control to grant an adjustment. An Airbnb rep directed me back to TurnKey and ultimately confirmed that hosts are able to (and often do) grant accommodations and directed me to the app feature (which I used) specifically designed to request such adjustments. After much back and forth with the company, they ultimately declined my request on the basis that they were unable to refund the amount because I booked through Airbnb. I realize they have every contractual right to do so, but felt the way they handled the request and their ultimate decision was both dishonest and inflexible. It has been a frustrating experience and one I wanted to share with other potential renters. I hope your experience is better.
5 years ago
Reply from TurnKey
Hi Michael,
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans needed to be cancelled at the last minute. 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. At this time, we are following the terms of our standard Cancellation Policy. Thank you for sharing this feedback, and please reach out to us if there is anything else we can assist you with.
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans needed to be cancelled at the last minute. 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. At this time, we are following the terms of our standard Cancellation Policy. Thank you for sharing this feedback, and please reach out to us if there is anything else we can assist you with.
Oct. 5th, 2021
Ashlee Kalis Fall River, MA
We booked a rental through TurnKey Vacation Rentals in Napa, CA. The pictures online photographed a “luxury” property with a beautiful outdoor lounging area, pool and jacuzzi. The location reported it was ideal for wineries as well. Driving to the property was a huge challenge, up winding roads that are unsafe especially for non-locals. This was not mentioned in the description. When we arrived at the property it was evident that the property had not been visited in quite some time- there were leaves and brush all over the outdoor area, the hot tub was visibly untreated, cob webs all over the frame of the home. The outdoor space was completely unusable. When we were finally able to get inside (code to door was not working, we had to call multiple times for entry), the home spelled of cigarette smoke. There were spiders and spider webs everywhere, bugs in corners, and hair EVERYWHERE… all over the bathroom floor, shower, and all over the beds. The house had clearly not been cleaned and was completely unacceptable. When we refused to stay and showed Turn Key photo evidence, they refused to refund us and said they would have a cleaning crew perform a “deep clean”. Why was this not done prior to our arrival? After much back and forth, TurnKey decided they would refund us about $1,500 of our $4,600. Do NOT book with this company. They do not accurately portray their properties online and then refuse to correct their errors. It is also impossible to communicate efficiently with supervisors. They should have done the right thing and refunded us completely. Instead we were left paying for this property AND a hotel in Napa.
5 years ago
Reply from TurnKey
Hi Ashlee,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again.
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again.
Oct. 3rd, 2021
alexandra bolusia Peyton, CO
I’m trying to reach out to all review sites to reach as many people as possible as to what a scam this company is.
We booked a stay in Seattle for this upcoming week. We booked through AirBnB with no issues, a two bed, four person accommodation. Three days ago, one of the members of our party needed to check the listing for an amenity and noted that listing now stated 2 people and 1 bed. Looking at our reservation, it indeed showed the place was listed as a 2 bed, 4 person accommodation.
Not liking surprises, I reached out to Turn Key on Friday to see what was going on. The agent on the recorded line noted that the listing had been changed a few weeks ago. So right off the bat, Turn Key knew about this and never notified us. I asked what this meant and the man I spoke with promised a supervisor would call me back by 6 pm. That call never came. I reached out around 7 pm to see where the supervisor was, but was told they were busy trying to fix this and would call me in a half hour. That call also never came.
The next morning, I reached out again. Because nobody at Turnkey was proactively reaching out as they said they would. Throughout the day, I was promised it was being worked on. I did get AirBnB involved, who called Turnkey while I was on the line. Turnkey assured AirBnB that we were fine and they were going to take care of us. Which is more information than we had received at this point. AirBnB told me that they expressed to Turnkey to not cancel this reservation, so if there was an issue, they could help us find a place and transfer it.
Several hours passed, still no word, and less than five days from departure. I was told by the agent that they couldn’t get to me yet because they had numerous other vacationers that needed to be moved because of issues that had vacations before me. Is this even normal to have to move that many people? I asked for a supervisor and was put on with Shaquanta.
Turnkey. Your calls are recorded. Shaquanta was by far the rudest individual I had spoken with. Zero compassion, spoke over me the whole time. I asked her to stop speaking over me and let me finish what I was trying to express. She said she wasn’t talking over me and continued to interrupt me the whole call. I asked to speak to someone else because of how disrespectful she was being and she said that she was it in terms of who I could speak with.
She proceeded to say she had no timeline for the resolve and there were other people ahead of me. I told her to adhere to what Airbnb said and if there is still an issue, to not cancel the reservation so they could transfer us without having to pay a second time. She said mhm and that was it.
Turnkey. 45 seconds later, Shaquanta cancelled my reservation. I received the text with her name. How in 45 seconds did this get resolved when for two days I was told there was no timeline. This was spite, pure and simple.
There are almost zero listings left on AirBnB and it will take up to 15 days to get a refund. This company has been promising me a follow up call since Friday. It is Monday.
To everyone and anyone, beware. Not only will they cancel your reservation because the owner of a property no longer wanted four people (and turnkey knew about this for weeks), but also for a staff that has works in customer service and has zero customer service skills.
My husband and I travel on average 30 times a year. We are always staying at rentals. We will ensure that we never touch turnkey and will let everyone we know who is looking for recommendations to never touch the properties here.
Cheers to leaving four girls stranded a few days before their trip when you knew of the issue all along!
5 years ago
Reply from TurnKey
Hi Alexandra,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again.
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again.
Oct. 3rd, 2021
Talor Hightower St. Petersburg, FL
This is a HORRIBLE COMPANY with terrible customer service and horrible policies! I have travelled all over the world and used a variety of rental services and never have I ever had such a poor experience as I have had the first time trying to use this company. I’m Part of a bachelorette party who spent over $2,000 altogether for a rental property in South Lake Tahoe which is under mandatory evacuation right now due to forest fires, 10 days before our check-in date. This company has refused to refund us one penny for a rental property that we couldn’t even get to if we wanted to!!! We aren’t even being refunded the cleaning fee! It’s insane! DO NOT EVER BOOK WITH TURNKEY RENTALS!!!! Myself and the other bridesmaids and bride are out $500 each and without a bachelorette trip
-I would NEVER write a poor review with out contacting the company first and giving multiple opportunities for them to make things right but they have not done so, so the best I can hope for is to help someone else to avoid this same situation
5 years ago
Reply from TurnKey
Hi Talor,
Thank you for taking the time to share these details. We are so sorry to hear your travel plans were impacted by the wildfires, but are happy to hear you are safe. 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. If there is anything further we can do for you please reach out to our 24/7 guest hotline and let us know.
Thank you for taking the time to share these details. We are so sorry to hear your travel plans were impacted by the wildfires, but are happy to hear you are safe. 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. If there is anything further we can do for you please reach out to our 24/7 guest hotline and let us know.
Sep. 4th, 2021
M Z San Francisco, CA
NEGATIVE 5 STARS IF POSSIBLE.
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.
5 years ago
Reply from TurnKey
We appreciate you sharing this feedback and deeply empathize with you and many others whose travel plans have been negatively impacted by the wildfires. As a property management company, we are balancing the needs of multiple stakeholders. Our Guest Rental Agreement, which is signed and acknowledged when finalizing a reservation, details that TurnKey does not accept liability for any inconveniences or delays caused by forces beyond our control. Similar to the Guest Rental Agreement in place with our guests, we also have a contract with our Homeowners and must abide by these terms, as payments are often used for expenses such as a mortgage, maintenance, and utility bills. With this in mind, we highly encourage guests to invest in travel protection and provide this option within our reservation finalization process, including "cancel for any reason" protection. For these reasons, we are following the terms of our standard Cancellation Policy.
Aug. 31st, 2021
Too Nice Lahaina, HI
We booked for 4 days. Upon arriving We could not get into the unit because the keycode was incorrect and turnkey people left us in the parkinglot for four hours. When we finally got in, the air conditioner was broken so it was 100°, The shower curtain was broken in one of the showers, the other shower curtain wasn’t installed correctly so an eight-year-old girl was watching me shower. We left immediately after they after that and got a hotel.
Staying for a grand total of 4 hours. We were charged a total of $1736.85 and only refunded a portion of that, they still owe us over $600 which they said they will not be refunding. Through this ordeal I’ve not spoken to the same person. Every time I contact them it’s a different person I have to explain everything over again and they take at least 24 hours to respond. I filed a dispute with my credit card company as well as contacted my lawyer and the Better Business Bureau.
5 years ago
Reply from TurnKey
Thank you so much for taking the time to leave this review. We would like to sincerely apologize for any inconvenience you experienced. Your feedback is highly valued, and although we do try our best to offer the most impeccable service possible, there are times we fall short of that. Please be assured we’ve fixed the air conditioner and repaired the shower curtain. Although it doesn’t change things, we appreciate you accepting the refund that was offered. Thank you for your patience, if there is anything else we can do for you, reach out anytime on our 24/7 guest hotline to let us know.
Aug. 16th, 2021
Sean Smith Indianapolis, IN
Turnkey Vacation Rentals
Tilghman Beach & Racquet Club Condo
207 N. Ocean Blvd.
Unit #144
North Myrtle Beach, SC
We arrived at 10:00 PM on July 3rd, 2021 to find the unit so dirty and gross that we spent the next 6 hours mopping floors and washing bedding in order to feel comfortable enough with the cleanliness to sleep in the beds. We spent the next day dealing with Turnkey, supervising cleaning and maintenance staff, obtaining cleaning supplies and cleaning the entire unit.
On Sunday July 4th, Turnkey sent a maintenance man to replace a battery in a smoke detector. We didn't know that this person would be arriving and were surprised when he walked into our unit. We were on the balcony. He had no uniform and wore no shoes.
Next, the cleaning crew arrived. They swept and mopped the floors and cleaned the bathrooms. After sweeping, the gentleman deposited a large furry lint and dirt ball into our trash can. He mopped the floors and let us know that it took 3 times because the water was black the first 2 times. And this after we mopped the night before.
We took pictures and emailed them to the site supervisor Lexi. After this email was sent, we received no texts, no emails and no phone calls. I texted and called Lexi several times and received no response. (What could she say? There was no defense!)
We asked for $525.00 dollars for the lost day, our cleaning efforts which did not cease until late in the day on July 4th and cleaning supplies. We thought this was more than fair. They apparently disagreed and informed us that we would receive a $430.00 credit in 3-5 days. We received that credit on July 18th and a final phone call on July 23rd stating that $430.00 was all we were going to get.
Among the issues were:
1. Screens on the front porch were ripped and hanging like something you might find in an abandoned home.
2. Floors that were so nasty they were slippery like a greasy floor in a poorly kept fast food restaurant.
3. No furnace filter because the old filter was so dirty that it had been pulled out of the air handler.
4. Stains on the sheets and bedding. When we stripped the beds we found sand and hair between the top sheet and the fitted sheet and between the fitted sheet and the mattress cover. I would expect this at a run down $29/night motel not a $3,000/week condo.
5. Food remnants, crumbs etc. in the silverware holders in the drawers. Yes, we washed all of the dishes and cleaned out all of the drawers.
6. Dirty/stained shelf liners in many of the kitchen cabinets.
7. Furniture so dirty that we bought a king size comforter to throw over the couch so we wouldn't have to touch the couch.
I could go on but you should get the point. Be very careful when booking from Turnkey. It was no way to start a vacation and they created quite a bit of work and stress for us trying to get this resolved.
You can see by their reluctance to negotiate that they clearly don't care about their customer.
5 years ago
Reply from TurnKey
Hi Sean
Thank you for taking the time to share your experience with us. We are sorry to hear that your experience did not meet your expectations. We do our best to ensure that we provide exemplary customer service. That said we apologize for the cleanliness issues you encountered upon your arrival, but are glad we were able to address them for you. Please be assured that housekeeping has been addressed, the furnace filter has been changed and the screen has been fixed as well. While we know it doesn't change anything thank you for accepting the compensation we were able to offer. If there's anything else we can do for you please let us know.
Thank you for taking the time to share your experience with us. We are sorry to hear that your experience did not meet your expectations. We do our best to ensure that we provide exemplary customer service. That said we apologize for the cleanliness issues you encountered upon your arrival, but are glad we were able to address them for you. Please be assured that housekeeping has been addressed, the furnace filter has been changed and the screen has been fixed as well. While we know it doesn't change anything thank you for accepting the compensation we were able to offer. If there's anything else we can do for you please let us know.
Nov. 23rd, 2021
madame Nhu San Jose, CA
I booked with them for a house in Hawaii July 21 for 6 nights for our 15 years Anniversary. the house was limits to 8 occupants and we had some friends over to help us celebrate, exceeding that number. We were locked out and kicked out after only one day even after we rectified the issue they accused us of. This pretty much left us "homeless" on our vacation and on top of that, even though we were not allowed to stay and they will not refund any of our money. They keeping all our money AND denying our rights to access the property would seem to be unlawful.
TurnKey Vacation Rentals is on the wrong side of that human-decency equation.
I would NEVER use this company ever again, and I would advise you to use someone else !!!
5 years ago
Reply from TurnKey
Hi madame Nhu,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Jul. 31st, 2021
Panda San Mateo, CA
Let me start by saying I have never written an online review. This is my first one and I'm reluctant to leave a poor review for anything, but this company really rubbed me the wrong way.
I stayed at one of their rentals in Tahoe over the 4th of July, returned on Monday 7/5. I was the unfortunate person in the group who ended up leaving a pair of AirPods on my bed before I left.
Went straight from the cabin home, didn't even leave the car when we got gas, so when I arrived and it wasn't in my bag, or my friend's car(he drove), I knew I left them and where I left them, since I literally woke up with them in my ears that morning.
I called Turnkey on Monday 7/5 after discovering my mistake. I asked that they please contact the cleaning crew to notify them where the headphones were in the house and to please have someone give me a call back. Because I was anxious, I called them every 24 hours asking for an update. "Has it been cleaned?" "when will it get cleaned?" "has someone told them where to look?" etc. It's Friday 7/9, and someone today informed me (after I called them) that they've closed my case as of 2 days ago and I'm basically S.O.L. I was promised a call by someone (not even sure what good that would have done.) and instead they close my case and tell me that's the end of it.
Had they called me day of closing the "case", and said sorry, we looked and no luck, I would have accepted it. Had they called me today and said sorry that it took us an extra two days, but they couldn't find it, I would have accepted it. But to be told your case is closed as of two days ago and this "manager" (their words, not mine) who was supposed to call me doesn't even exist, really frustrates me. The last person I spoke to was honest, informative, but basically had her hands tied since the case was closed. Among the many excuses, she said "we have a new class of employees who may not know what they're talking about." She told me I couldn't do anything and that a manager doesn't exist and no ones going to call me.
They're $200, I'll live without them, but this company told me they'd call me every single day since monday and not once did I get a call, despite being promised a same-day call twice, and a call within 24-48 hours that never happened either. Had I not called them, I still wouldn't have heard back.
Lastly, we spent nearly $5000 on the cabin, and we didn't complain about the lack of A/C (which is fine.) but every single window in the cabin didn't have a screen...90+ degrees all weekend, and our cabin became filled (and I mean filled) with bugs. Both fridges in the cabin weren't working properly so half our food we brought spoiled, and we still didn't want to complain. But after this experience, being treated like such an afterthought though, I figured I'd mention it here. So disappointed in the quality of our stay and the response as a whole to my issue. It could have been resolved so much easier, and instead they absolutely blew me away with their contradictions and lack of information.
Again, fully aware it's my fault I left something, but I honestly feel like they made it 10x worse by the way they responded.
5 years ago
Reply from TurnKey
Hi Panda,
Thank you for taking the time to provide these details and we apologize if you had a less-than-perfect experience with us. While we regret that it took us some time to find the missing item, we are glad we were able to return it to you. We wish we had known about any of these other issues during your stay so we could have helped out then. Our 24/7 guest hotline is always available. Please be assured our local team will be investigating the outdoor furniture, screens, unwanted visitors, and refrigerators to ensure that all at this rustic cabin in the woods is as it should be. While we understand it was warm, our records indicate this home correctly advertises as having no AC. Because of this, fans are provided in every room and we encourage guests to open the windows at night to allow the fresh alpine air to cool the home. Thank you again for providing this feedback and if there is anything we can do to make your experience with us a better one, please don’t hesitate to let us know. -The TurnKey Team
Thank you for taking the time to provide these details and we apologize if you had a less-than-perfect experience with us. While we regret that it took us some time to find the missing item, we are glad we were able to return it to you. We wish we had known about any of these other issues during your stay so we could have helped out then. Our 24/7 guest hotline is always available. Please be assured our local team will be investigating the outdoor furniture, screens, unwanted visitors, and refrigerators to ensure that all at this rustic cabin in the woods is as it should be. While we understand it was warm, our records indicate this home correctly advertises as having no AC. Because of this, fans are provided in every room and we encourage guests to open the windows at night to allow the fresh alpine air to cool the home. Thank you again for providing this feedback and if there is anything we can do to make your experience with us a better one, please don’t hesitate to let us know. -The TurnKey Team
Sep. 8th, 2021
Matt S Brooklyn, NY
We used turnkey to book Hilton Head for the last week of July first of August back in March 2021, now 3 weeks before we are told the reservation is cancelled and we were refunded with no recourse. Total scam, totally screwed over. I was on the phone with them for over an hour, the workers were pretty clueless and offered nothing other than the refund. We have raised a ticket with their corporate offices and I am more than sure I will never hear back. They should give us more than just a refund, they should give us an equal unit (which they claim they dont have avaiable) or a free week later.
I would NEVER use this company ever again, extremely untrustworthy!!!
5 years ago
Megan VandenBerg Fort Wayne, IN
Absolutely terrible customer service. We are going to Nashville for my bach party. My mom is trying to pay the balance, but they wouldn't let her do it over the phone because the reservation is in my name. So I called in with her card number, but they wouldn't accept it because the card is in her name a reservation is in mine, and they said that the names have to match. My card has a daily limit on it, so I am not getting charged over and over again to pay off the balance. This is absolutely ridiculous. We are not trying to take money, WE ARE TRYING TO GIVE THEM MONEY! I did not know we were going through them until after I booked the house. TERRIBLE PEOPLE!! IF YOU KNOW AHEAD OF TIME DO NOT USE THEM!!
5 years ago
Reply from TurnKey
Hi Megan,
Thank you for taking the time to provide these details and we apologize for any inconvenience you may have experienced during our booking process. For security reasons, please know that we require all IDs and payments to be in the name of the same person with whom we have a Guest Rental Agreement. We use our ID verification process in order to protect both guests and homeowners from fraud. That being said, we understand that making several calls in order to secure your reservation can be very frustrating. We are constantly working to improve our processes and create a more pleasant booking experience for our guests, so your feedback is much appreciated and will be used to help identify areas for improvement. -The TurnKey Team
Thank you for taking the time to provide these details and we apologize for any inconvenience you may have experienced during our booking process. For security reasons, please know that we require all IDs and payments to be in the name of the same person with whom we have a Guest Rental Agreement. We use our ID verification process in order to protect both guests and homeowners from fraud. That being said, we understand that making several calls in order to secure your reservation can be very frustrating. We are constantly working to improve our processes and create a more pleasant booking experience for our guests, so your feedback is much appreciated and will be used to help identify areas for improvement. -The TurnKey Team
Aug. 16th, 2021
Jessica Brown Toledo, OH
If I could give negative stars about my experience with TurnKey I would. I responded everyday to the email regarding the level of satisfaction on the cleaning of the place we rented, but heard nothing. The amount of money I paid for this place was the same cost as Sheraton Waikiki in Hawaii. We cancelled Hawaii to come to Big Bear. This is the most disgusting place I have ever paid for. The kitchen utensils were a filthy mess, full of grease, dog feces all over outside, black scuff marks on the walls, animal hair all over, blankets filthy and full of hair, floors full of debris, my socks are black from waking around on the tile floor, kitchen table bench full of hair and debris, ants on the floor of the kitchen, black ants, stains all over the couches, the jacuzzi has floating particles of grey filth and discoloration with a haze to it, I can go on and on about this.
I am appalled that Marriott would sub out places that cost this amount of money for what you walk into. There are bugs flying all over inside the house, spiders climbing the sink, what looks like blood in the kitchen sink. I have bug bites on me, my shoulder specifically. The cutting board that pulls out from the counter was full of old, dried food.
The 2 other bedrooms weren't used. I had zero cell service the time we were here. I was told to email or text in which I did both daily, sometimes multiple times a day, and got no response ever! I am absolutely disgusted and disappointed in our first experience renting a home that online looks sparkling clean and amazing. It's anything but that. I should never have to come into someone else's home and clean the way I did. It's troubling that cleaning fees are mandatory and I was forced to pay for someone to clean when they clearly did not.
Another issue is the pet fee. I never brought pets, I was charged $100 for a dog, someone called and told me that they're charging an additional $100 because 2 bedroom plus homes are $200 for animals. Those funds have never been credited back to my AMEX. Please note the couches and house FULL of animal hair, especially around the TV area on the floor and the couches.
Another issue-billing. I had (3) representatives from TurnKey tell me that I should've only been charged $2,000 for a 5 day stay when my AMEX card was charged $2,443.24. The photos speak for themselves. Today I was in the doctors office having confirmation that the multiple bites on myself and my husband are confirmed from 'bed bugs'. TurnKey is willing to refund $2,000 and consider this case closed. Mind you my body is in pain from the constant scratching from the bug bites and bloody from head to toe. 30+ bites on my body alone. I made sure to get a receipt for my office visit today and made sure to get documentation of our diagnosis. $443.24 for less than 48 hours on a place we selected for the hot tub that we couldn’t use and now we will have scars on our body from the bloody bites we both have all over us. If this doesn’t scream best vacation ever, I don’t know what does. Sarcasm!
I'm glad I write reviews for companies because once I calm down to articulate my words a bit better and more thought out, I'll be posting my review with all the photos. I sent the photos attached herein to a manager and she thought the jacuzzi filter photos was the dishwasher filter. She was floored when I explained each photo to her. Worst in all of this, I guarantee you the homeowner doesn't even know what their property looks like, or how they're being charged a fee for cleaning when this is the definition of clean to TurnKey.
5 years ago
Reply from TurnKey
Hi Jessica,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Jul. 4th, 2021
Nate Byrd Jr. Atlanta, GA
TurnKey is a complete joke! My family and I booked a beach house in Myrtle Beach, SC on June 10th, 2021. We expected to arrive at the home the next day around 10 am in morning. A couple of hours after we booked our reservation, a representative from TurnKey called us to inform us that our reservation would have to be canceled. The house we book wasn't supposed to be online to rent, because the locks on the doors weren't installed, and the house wasn't cleaned for us. Although we were irritated about this information because my father passed a year ago, and we wanted to celebrate his life in Myrtle Beach, SC... we understood the mistake. So, the representative THOROUGHLY informed us that our money would be refunded the next day since he had to void our reservation. This is day 3, and we still haven't received any money!!! This is ridiculous! Every time we call, a different representative informs us that it's still pending. I WILL NOT USE TURNKEY EVER AGAIN!
5 years ago
Reply from TurnKey
Hello Nate,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Jun. 15th, 2021
Laura Correa Edwards, CO
TL;DR - terrible customer service, no resolution to our issues, do not rent from Turnkey Properties. (Zero stars)
We rented a house in Colorado for a family vacation. We paid extra to have our pets, and were very much looking forward to getting together after a long year of not seeing many members of our family. We arrived to the property in the late evening after a long drive, had to call multiple times to get a code to get into the house because the code did not work (this happened multiple times and it was the only accessible entrance). The house was nice, very spacious, and we were ready to have a great vacation despite that hiccup. The next morning, at about 7 AM, things took a turn for the worse.
Construction started that morning on the roof. Nail guns, hammers, power tools, all making noise loud enough that the windows would shake. Two of the exits were blocked off the entire day due to debris falling from the roof. From plastic to metal sheeting, and even tools.
Our pets were distressed the entire time, which in turn was causing a lot of stress for us. The work ended early that day, and we thought that would be it, but the following day the same thing happened (lasting over 12 hours) and this time, there was ZERO privacy. One of the bathrooms had a clear line of vision for the workers to look in (which they kept doing), and a ladder was going directly in front of it and in front of the main window to one of the bedrooms in the second floor.
That morning we called Turnkey properties to notify them about the issue, and were told we would be contacted within four hours to help us solve this. We thought this would be a quick resolution, in which we would be moved to a comparable property, but four hours passed and we did not get a call. We then proceeded to be tossed around from customer service representative to customer service representative. None could come up with a clear answer or provide us with a solution to the matter.
After calling countless times we received a text message from one of their corporate resolutions people, who gave us a phone number to call. Turns out the number was just the same central number for all calls and not a direct line.
We were able to talk to someone, but this person would not transfer us to the corporate resolutions person and would not help us solve this issue. They did however, tell us we would get a call first thing in the morning to resolve this.
At that point, the noise was still very disruptive and the entrances were still blocked off, so we decided it would be best to leave, as it was both unsafe and very disruptive to stay in an active construction site.
We had to rent a place at the last minute for the remainder of our trip that would allow pets, proving quite difficult.
The alleged “first thing in the morning” call did not happen until almost 2 PM. The corporate resolutions person apologized, saying they did not arrive to work until 12:15, yet with them being in the central time zone, we should have expected a call much earlier, given us being one hour behind. The blatant disregard for customer service was almost comical at this point.
Once we were finally able to talk to them, they kept on saying they “apologized for the inconvenience” as if it was just a casual issue such as one of the burners of the stove not working. Living in an active construction site is more than an inconvenience, it’s a safety hazard. We explained that this situation was absolutely foreseeable, as the HOA of the place would likely have planned this happening months in advance. They claimed that because they “had not been notified of this” it was an unforeseeable circumstance.
The resolutions person said they would be able to refund us for the nights we had not stayed there, plus one additional night, the pet fee and some additional fees, but they would not be giving us a full refund plus the difference of us having to pay an extra $550 for the last minute rental we had to find.
Overall this was beyond an inconvenience, and no one should rent from them. (Zero stars)
5 years ago
Reply from TurnKey
Hi Laura,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Aug. 12th, 2021
Katie Enos Independence, OR
Booked with turnkey for 5 nights in n a rental home in Eagle Crest. We were not able to access the rental when we arrived as the code on the door didn’t work. We had to wait outside with our small kids and groceries in 95 degree weather. We booked Eagle Crest to use the amenities at the resort, Turnkey was supposed to have pool passes in the home when we arrived. We called turnkey and their “local team” was working on it. We wanted a phone call about the passes but only received text messages, very unprofessional. We called everyday of our vacation and waited for pool passes to arrive as they were “working on it”
So basically we booked a rental to use the amenities and pools and were never able to access them for our 6 day stay. I would love a refund from turnkey but they keep giving us the run around. I would have rather stayed gone than sat ins one one else’s house in 95 degree weather. This company does not care about the condition of the rentals or their customers. Run as fast as you can and book with another company.
Cleanliness of the house was also bit up to good standards as we arrived to dirty dishes and had to wash them before we could cook dinner. We didn’t receive sponges or kitchen dishcloths to even clean. Had to use washcloths from the bathroom to clean the kitchen.
Do not ever rent from Turnkey, save yourself and book with a reputable company.
5 years ago
Reply from TurnKey
Hi Katie,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Aug. 12th, 2021
Cortnie Ambler Carrollton, TX
I wish I had read all these negative reviews before booking a rental with this company. They are the most unethical, dishonest and condescending company I have ever dealt with. I booked a 3 night stay at one of their properties about 2 months in advance of the trip. The cancellation policy was clearly stated - very strict but at least you knew what it was. There was an option to change dates without cancellation which I thought ok at least there is that. There was absolutely no restrictions on date changes stated in the listing or otherwise communicated. 10 days prior to the trip we had a death in the family and I realized we wouldn’t be able to go on the trip. The next day I requested a date change and it was declined because apparently they have a policy that all changes must be submitted 10 days out.....a policy that is listed NOWHERE. Had they clearly outlined this policy, I could have requested the change the day before - though it really wasn’t at the top of my list having just learned of the loss of a loved one but still - I would have known the policy and could have adhered to it. Or they could have made a one day exception given the circumstances. They would not budge and ended up charging me the full $1,200 for a trip I did not go on. The only reason I can think that they so clearly state their cancellation policy is because of a requirement by Airbnb to do so that does not exist for date changes - so they found a loop hole that allows them to shamefully monetize on peoples’ misfortune. Disgusting! People save for years to take vacations and they don’t bar an eye taking it all away. I have reported them to Airbnb and sincerely hope at least one person can be saved from their vile practices by reading this!
5 years ago
Reply from TurnKey
Hi Cortnie,
Thank you for taking the time to leave us this review. Here at TurnKey, we strive to offer an impeccable customer service experience so that our guests can have amazing stays at our properties. We understand that things happen that might disrupt travel plans, for this reason, we strongly encourage our guests to invest in travel protection. Details of our Cancellation Policy are outlined on our Airbnb listing and available to view prior to confirming your booking. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to leave us this review. Here at TurnKey, we strive to offer an impeccable customer service experience so that our guests can have amazing stays at our properties. We understand that things happen that might disrupt travel plans, for this reason, we strongly encourage our guests to invest in travel protection. Details of our Cancellation Policy are outlined on our Airbnb listing and available to view prior to confirming your booking. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey Team
Jun. 8th, 2021
Sean M San Diego, CA
What a terrible company. They prioritize only lining up theirs and property owners pockets. Here’s what happened to me:
I booked an AirBnb in January 2020 for a trip later that April. COVID happened and the trip was no longer a possibility. They would not refund my money (and I cancelled well before their 30 day policy). Instead said I had rebook with only the SAME rental home before the end of the year. IT WAS IN THE MIDDLE OF COVID. EVERYTHING WAS CLOSED. Then the rental home was taken off the rental market and after many, many phone calls and switches to “higher ups”, Turnkey would only give me a credit for booking with properties THEY manage despite finding this through AirBnB and the home that I found in the first place was no longer rentable. Fast forward to today (May 2021), and they are saying I must use the credit by October or 2021, even though my next planned trip (Coachella) is for April 2022. I called and they couldn’t extend my $3,000 credit for 6 more months? Instead I’m forced to book ONLY through their properties, by a magic date that doesn’t make sense? Stealing my $3K. And I used to have a rental of my own managed by them. They’re so bad in so many ways. Please avoid.
5 years ago
Reply from TurnKey
Hi Sean,
We appreciate you sharing these details and empathize with you and many others whose travel plans have been impacted by COVID-19. The situation was unprecedented and constantly evolving, and we were doing everything we could to ensure we were operating in accordance with local law and jurisdictions. It’s our highest priority to make sure our guests have the best experience possible, but if problems do arise, we try our very best to make things right in any way we can. It appears that in July we extended your future stay credit for use at any TurnKey home, as the original home you booked is no longer with our program. In this instance, we are providing you with access to a comparable home at a future date by utilizing the credit that was issued to you. Once you are ready to book, please reach out to our 24/7 support line, and a member of our Guest Experience Team will be happy to assist you further.
We appreciate you sharing these details and empathize with you and many others whose travel plans have been impacted by COVID-19. The situation was unprecedented and constantly evolving, and we were doing everything we could to ensure we were operating in accordance with local law and jurisdictions. It’s our highest priority to make sure our guests have the best experience possible, but if problems do arise, we try our very best to make things right in any way we can. It appears that in July we extended your future stay credit for use at any TurnKey home, as the original home you booked is no longer with our program. In this instance, we are providing you with access to a comparable home at a future date by utilizing the credit that was issued to you. Once you are ready to book, please reach out to our 24/7 support line, and a member of our Guest Experience Team will be happy to assist you further.
Aug. 15th, 2021
Jasmine Richards DeLand, FL
I wrote a previous review just a couple of days ago. This company provides the WORST customer service ever!! Not only did I face numerous issues with my booking (see my previous post below), but when I asked to speak to someone in the resolutions team on 3/31, the associate was EXTREMELY rude!! I had just spoken with a female associate less than 5 min prior who said she'd put me in for a call back from them. Then, this male associate calls right after telling me that I won't get a call back and giving me a rude, condescending attitude and threatening to cancel my reservation without my consent!! Are you serious??!! So, I decided to post scathing reviews on every site I could find, and I tried REPEATEDLY to cancel my reservation. Then, they had the audacity to ask me WHY!!! I literally had to make several phone calls and leave several texts and answer multiple questions before anyone would even cancel my booking!! Then, the next day (yesterday), I received ANOTHER phone call asking for payment!!! This associate was completely clueless about everything that had happened the previous 4 days!!! What??!! THEN, I received a response (see below) from Turnkey saying they were "very sorry" about providing me with a "less than perfect" costumer service experience and not taking any actual responsibility for anything. "Less than perfect"?? No, this company is a TRAIN WRECK!!! I have never received such terrible customer service in my life. I regularly travel all around the country and have used various house rental companies over the years. Turnkey is an absolute disaster. They are highly incompetent, rude, and presumptuous, and the service they provide is abhorrent, outrageous, ridiculous, unprofessional, incompetent, and detestable. My friend is the owner of the rental property, and I will be telling him of my experience when I make my trip (and stay somewhere else). I will STRONGLY encourage him to find another property management company. I have also reported them to the Better Business Bureau.
Do not, I repeat DO NOT, use this company for anything!!! You have been warned.
5 years ago Edited September 14, 2021
Reply from TurnKey
Hi Jasmine,
We appreciate you taking the time to share this information and would like to sincerely apologize for the issues you encountered with your reservation. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Looking at our records, it appears that the cost of your booking was initially communicated to you incorrectly. Our Guest Experience Team then reached out the following day to explain our mistake and request payment for the custom rate that had been set by the homeowner. Ultimately, we moved forward with canceling the reservation altogether at your request. Once again, we do apologize and completely understand the frustration with your booking experience, which was less-than-perfect. -The TurnKey Team
We appreciate you taking the time to share this information and would like to sincerely apologize for the issues you encountered with your reservation. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Looking at our records, it appears that the cost of your booking was initially communicated to you incorrectly. Our Guest Experience Team then reached out the following day to explain our mistake and request payment for the custom rate that had been set by the homeowner. Ultimately, we moved forward with canceling the reservation altogether at your request. Once again, we do apologize and completely understand the frustration with your booking experience, which was less-than-perfect. -The TurnKey Team
Apr. 2nd, 2021
Cadiluc Simi Valley, CA
I booked a room with TurnKey, through Airbnb. This reservation was cancelled by Turnkey, but the only notifications I received were comfirmation emails. When I contacted Airbnb for my door code on 03/08, I was informed that the reservation was cancelled. No reason was given and I had already been billed and had also paid the bill, weeks prior for the stay. I was offered no help or solutions from Turnkey, even though they caused the issue. Airbnb also provided no solutions. There were no available rooms by the time I found out and I was forced to take my Grandparents to a far away hotel, and couldn't do many if the activities we had planned, for what will probably be their last vacation. Shame on TurnKey. Horrible bussiness practices.
5 years ago
Reply from TurnKey
Hi Cadiluc,
Thank you for taking the time to share this feedback, and we apologize for any inconvenience you experienced. If there’s anything else we can still do to make your experience with us a better one, feel free to reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to share this feedback, and we apologize for any inconvenience you experienced. If there’s anything else we can still do to make your experience with us a better one, feel free to reach out anytime and let us know. -The TurnKey Team
Apr. 13th, 2021
Jeff Cieslak Detroit, MI
My family had scheduled a vacation to Gulf Shores Alabama last year 2020 and it was cancelled due to covid-19. We scheduled with Turn Key for the same condo on the same weekend this year 2021. 9 days ago I received an email that our vacation which we were checking in on March 27th has been cancelled due to issues with the condo. I submitted a claim with them 9 days ago to allow Turn Key to use my "credit" at another location of thiers in Gulf Shores so we could enjoy our vacation as planned with several other families. 9 days later Turn Key can not give me an answer on my vacation and if that will allow me to use MY MONEY "credit" at another location as of right now they are saying I can only use it for the same condo later in the year once it's ready to rent. Meanwhile we have 25 days until we are suppose to check in and every time I call Turn Key I get the same answer "No decision has been made at this time but I will escalate your claim to get a decision" I will never book anything using Turn Key again.
5 years ago
Reply from TurnKey
Hi Jeff,
Thank you for taking the time to leave this review, and we're so sorry to hear about the issues you've encountered. At TurnKey, it’s our highest priority to make sure our guests have the best experience possible, but if problems do arise, we try our very best to make things right in any way we can. It appears that you've since been able to connect with a member of our Guest Experience Team to discuss your specific situation, and we're so glad that we were able to find a positive resolution. If there is anything else we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to leave this review, and we're so sorry to hear about the issues you've encountered. At TurnKey, it’s our highest priority to make sure our guests have the best experience possible, but if problems do arise, we try our very best to make things right in any way we can. It appears that you've since been able to connect with a member of our Guest Experience Team to discuss your specific situation, and we're so glad that we were able to find a positive resolution. If there is anything else we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Mar. 10th, 2021
Lucero Ambriz-Juarez Watsonville, CA
If I could give negative stars, I would!! By far the worse travel experience. I had booked a 3bd 3ba condo in Tahoe for $2700 for 2 nights. Upon getting to the resort, they couldn't find my reservation! After some investigation, they realized that TurnKey never sent them my reservation!!! We were left stranded in the lobby with 4 toddlers and $500 worth of food! I contacted TurnKey immediately and I got no answers for the remaining of the trip. We had no choice but to book 2 extra room at $450 each on top of the $2700 we initially paid. To make things worse, they dont want to refund me for the services that I did not use!!!!! Unbelievable! Stay away from this company when booking. All they care about is pocketing money and stealing from people!
5 years ago
Reply from TurnKey
Hi Lucero,
Thank you for taking the time to share these details. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with the issues you encountered and our lack of follow-up. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Please know that we are following up with our internal teams to address this incident and ensure guest issues are handled in a timely manner moving forward. We have also taken measures to prevent similar problems and ensure our rooms are always clean prior to arrival. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to share these details. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with the issues you encountered and our lack of follow-up. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Please know that we are following up with our internal teams to address this incident and ensure guest issues are handled in a timely manner moving forward. We have also taken measures to prevent similar problems and ensure our rooms are always clean prior to arrival. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Mar. 2nd, 2021
Christy Nacita Wadesboro, NC
This is by far the biggest company that I have ever dealt with that’s acts like a bad plumber who is also an alcoholic. I’ve never seen such bad customer service in my life. Especially for my company this size. Just read the rest of the reviews and ours is similar. The house was not stocked with anything to deal with weather issues and when the power went out they refused to give us any credit or any refund. The worst part of all of this is they will actually go and delete every review that they don’t like. Especially on their own site. If you don’t believe me go search the Facebook groups and just listen to the stories of thousands of people who have been ripped off by this company.
5 years ago
Reply from TurnKey
Hi Christy,
Thank you for taking the time to leave this review, and we're so sorry to hear that your experience with us wasn't as great as it should have been. At TurnKey, it’s our highest priority to make sure our guests have the best experience possible, but if problems do arise, we try our very best to make things right in any way we can. It looks like we were able to identify that the power outage in the area was due to inclement weather and immediately communicated this information to you, as well as resources to track the estimated return of power. As situations such as this can arise at any time, we strongly encourage guests to invest in travel protection, which oftentimes covers these types of situations. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to leave this review, and we're so sorry to hear that your experience with us wasn't as great as it should have been. At TurnKey, it’s our highest priority to make sure our guests have the best experience possible, but if problems do arise, we try our very best to make things right in any way we can. It looks like we were able to identify that the power outage in the area was due to inclement weather and immediately communicated this information to you, as well as resources to track the estimated return of power. As situations such as this can arise at any time, we strongly encourage guests to invest in travel protection, which oftentimes covers these types of situations. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Mar. 2nd, 2021
Rich Mulvaney ,
Struggling to comprehend the loss of our vacation credit.
Last April we booked a vacation to Alabama Gulf Shores using Turnkey Vacation Rental. During the week of our intended stay we received notice our trip was canceled as a result of COVID 19. Upon our booking of the trip we took out travelers insurance. When we found out our trip was canceled we filed a claim with our travel insurance company. Our claim from the travel insurance was denied, apparently a pandemic upon which the economy shuts down is not warranted for a refund. Anyhow I digress the travel insurance company stated the only option we had was to reschedule the vacation with Turnkey. When I called to reschedule our vacation I was told by a representative from Turnkey that we forfeited our right for credit when we filed a claim with the travel insurance company. I'm at a complete loss for understanding this company's policy regarding credit forfeiture especially since this all occurred during one of the greatest pandemics our country has ever seen. Financially our family is out 1320.79. Help me understand your credit policy that takes money from your clients and refuses to give credit. I'm befuddled how there is no grace regarding this circumstance given the fact this occurred during an economic shutdown. I have all the necessary paperwork to substantiate my statement. Looking forward to hearing back from a Turnkey representative.
5 years ago
Reply from TurnKey
Hi Rich,
Thank you for taking the time to share these details with us. We deeply empathize with you and many others whose travel plans have been affected due to the ongoing situation with COVID-19. Looking at our records, we show that you previously denied our future credit on 3/31/20 since you were planning to file a claim with your travel insurance company. At the time of forfeiture, our Guest Experience Team explained that your credit would not be able to be recovered once your request was processed. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to share these details with us. We deeply empathize with you and many others whose travel plans have been affected due to the ongoing situation with COVID-19. Looking at our records, we show that you previously denied our future credit on 3/31/20 since you were planning to file a claim with your travel insurance company. At the time of forfeiture, our Guest Experience Team explained that your credit would not be able to be recovered once your request was processed. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey Team
Feb. 17th, 2021
Christine Lacey, WA
I tried to reschedule because it’s snowing a ton, I am pregnant, and it’s not safe to travel. They said “too bad so sad.” They wouldn’t let us change our dates even though we didn’t want a refund. My husband also works at a hospital and may have been recently exposed to Covid. They did not care he could be infected and just want your money, so if you need to cancel because you have Covid 19 too bad. Worst customer service ever. They will throw their policies in your face and I expect they will respond to this review with their boiler plated responses. I was willing to work out something that would work for all parties, but instead they offered me nothing. We asked if they cared if I would get into an accident with my unborn child and they gave no care at all. Run away from this company. This was for a rental in Alki Seattle. I bet the owners will love when I let them know what the property management company they hired is doing.
5 years ago
Reply from TurnKey
Hi Christine,
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans were impacted by inclement weather in the area. 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. If there's anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans were impacted by inclement weather in the area. 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. If there's anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Feb. 17th, 2021
Jeanette R-Smith Santa Ana, CA
Turnkey emailed me stating they cancelled our reservation, 4 days before check in. We were booked months in advance. Their reason was that our 16 guests exceeded the maximum capacity of the 6000 sq ft home listed for 16 guests. They originally cancelled us 1 week before for the same reason and then reinstated the reservation. Which was confusing and very upsetting.
There was nothing we could do, their decision was final. This left 16 people scrambling for a place to stay and totally ruined our family vacation.
They offered to assist us in finding a replacement home, but when I accepted their help, then simply said I was more than welcomed to go on AirB&B and look for a place myself.
I have never experienced such horrible customer service.
5 years ago
Reply from TurnKey
Hi Jeanette,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Feb. 17th, 2021
Nathan Highland Olathe, KS
In October, I booked a TurnKey condo through AirBnB for $3,000. It was advertised to accommodate 12 people. After booking, the county issued a new Covid-19 law that restricted rental to 1 household. Our group was never notified by TurnKey about the new law even though they did repeatedly notify us with generic logistical info about the trip and guidance to observe social distancing. If we had been notified of the law, we would have canceled our reservation.
We only heard about the new law when the police knocked on our door and half our group was forced to leave. After investing ~$5,000 in food, lift tickets, and travel our trip was ruined. The police also ticketed me to appear in court in CO even though I live in Kansas City. The fine for the ticket is up to $5,000 and 180 days in jail. I've reached out numerous times to TurnKey for support and resolution, but have not heard back.
5 years ago
Reply from TurnKey
Hi Nathan,
Thank you for taking the time to share this feedback, and we're so sorry to hear that your experience with us wasn't as great as it should have been. As the current situation with COVID-19 continues to constantly change and evolve, please know that it is the responsibility of travelers to stay informed of any local updates and ensure they are in compliance with laws and jurisdictions within the area. Please don't hesitate to reach back out to us if there is anything we can still do for you. -The TurnKey Team
Thank you for taking the time to share this feedback, and we're so sorry to hear that your experience with us wasn't as great as it should have been. As the current situation with COVID-19 continues to constantly change and evolve, please know that it is the responsibility of travelers to stay informed of any local updates and ensure they are in compliance with laws and jurisdictions within the area. Please don't hesitate to reach back out to us if there is anything we can still do for you. -The TurnKey Team
Feb. 4th, 2021
Paul S Hewitt Bethesda, MD
In these tough times, when so many lives and businesses are disrrupted by the pandemic, it is always appreciated when merchants step up on behalf of their valued customers. Unfortunately, whether you are a renter or an owner of vacation properties, TurnKey Vacation Rentals is on the wrong side of that human-decency equation.
In our case, this disruption took the form of a local ordinance, adopted a month before we were to occupy the property but after our reservation had matured under Airbnb rules -- meaning that any adjustments were solely at the discretion of the owner. The ordinance banned multi-family gatherings, which blew up up our annual Christmas plans with our two grown children and their families. The total rental cost was roughly $9,000.
Of this, less than $7,000 was for the actual rental. The rest consisted of various taxes and fees. The invoice from Airbnb specified more than $1,200 in fees and taxes that were occupancy related. We asked TurnKey to refund these expenses, since TurnKey wouldn't be incurring them on our behalf. This proposal would have left TurnKey whole. But they refused to work with us multiple times and even refused to forward our request to the owner. Instead, TurnKey pocketed these occupancy related expenses, as an unearned windfall.
Merchants who expect their customers to come back don't run businesses this way. My wife and I travel extensively in normal times. In the future, we'll avoid TurnKey and Airbnb, even when the alternative costs more. Owners who value return business should avoid them, too.
5 years ago
Reply from TurnKey
Hi Paul,
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans were impacted by COVID-19. As this situation continues to constantly change and evolve, we highly encourage guests to invest in travel protection, which oftentimes covers unforeseen circumstances such as this. If there's anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans were impacted by COVID-19. As this situation continues to constantly change and evolve, we highly encourage guests to invest in travel protection, which oftentimes covers unforeseen circumstances such as this. If there's anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Feb. 4th, 2021
Sophia Loh Martinez, CA
Our family is impacted by the current stay at home restriction. While we recognize that the term of the rental agreement is non refundable, it was troubling to see a company during this unprecedented time can't be flexible to move the dates until the Jan 3rd ban is over in California.
Instead of rising above and use this opportunity to distinguish themselves, Turnkey Vacation Rental denied our plea to change the dates. There are many choices for vacation rental and we chose Turnkey Vacation Rental because of its reputation and that they value customer experience.
Now Turnkey Vacation Rental has lost a valuable customer and tarnish its reputation. We will share this experience with the community and other travelers so they won't suffer the same experience like we have.
5 years ago
Reply from TurnKey
Hi Sophia,
Thank you for leaving this feedback, and we're so sorry to hear you feel that way. Here at TurnKey, we strive to offer impeccable customer service, and it is our hope that all guests have hassle-free, enjoyable stays at our properties. Looking at our records, it appears that you were able to check into the home as planned, and we hope that you enjoyed your stay with us. If there is anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Thank you for leaving this feedback, and we're so sorry to hear you feel that way. Here at TurnKey, we strive to offer impeccable customer service, and it is our hope that all guests have hassle-free, enjoyable stays at our properties. Looking at our records, it appears that you were able to check into the home as planned, and we hope that you enjoyed your stay with us. If there is anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Feb. 4th, 2021
Matthew Mazer Baltimore, MD
The worst rental company and listing manger I have ever experienced.
I booked a rental on November 19 and finalized the rental agreement which was signed and executed by a turnkey representative. On December 1, I received an email from Turnkey that the rental was no longer available. Since the booking time, there are no more houses with similar prices and size in the same location.
I have tried to contact turnkey for the last 36 hours and have not received any resolution other than a 10% discount. Every time I communicate with a team member, they state a supervisor, legal team member, will reach out to me by the end of the day. Two days later, I have yet to receive one call back.
The only thing I hear is "the resolutions team is working on it." I have yet to hear any options that the resolutions team is working on. I now do not have a house for a vacation where flights and activities were booked because turnkey cancelled a booking two and a half weeks after a rental contract was executed.
DO NOT USE TURNKEY
5 years ago
Reply from TurnKey
Hi Matthew,
Thank you for taking the time to share these details, and we apologize for any inconvenience you’ve experienced. Our Guest Experience Resolutions Team has been diligently working to get back to you as soon as possible with all information related to your upcoming reservation. Looking at our records, we show that a member of our team reached out to you on 12/5/20, and we're so glad we were able to find a positive resolution to your situation. We greatly appreciate your patience and urge you to reach out if there is anything we can still do for you. -The TurnKey Team
Thank you for taking the time to share these details, and we apologize for any inconvenience you’ve experienced. Our Guest Experience Resolutions Team has been diligently working to get back to you as soon as possible with all information related to your upcoming reservation. Looking at our records, we show that a member of our team reached out to you on 12/5/20, and we're so glad we were able to find a positive resolution to your situation. We greatly appreciate your patience and urge you to reach out if there is anything we can still do for you. -The TurnKey Team
Feb. 4th, 2021
Bert Leffel Chicago, IL
I made a reservation with them and covid restrictions cancelled our trip for spring break. The credit was only for the same house we booked, if it was available. The house we booked was sold off and no longer available. No other property anywhere near the same location in Siesta Key was available as well. They stuck to there standard policies and now we have to use another site to book for this location. We are out the money we paid unless we can find a place they have somewhere else at a different time. Their selection is bad and if you have yo cancel then you are out of luck. Do not book with this company. They are not at the level of AirBnB or Homeaway. Avoid them.
5 years ago
Reply from TurnKey
Hi Bert,
Thank you for taking the time to share these details, and we empathize with you and many others whose travel plans were interrupted by COVID-19. Looking at our records, we show that our Guest Experience Team has since been in touch and informed you that your credit may now be used at any one of our properties. We have also extended a discount towards your stay for this inconvenience. Once you are ready to book, please reach out to our 24/7 guest support line, and we'll be happy to assist you with finding and booking a home. -The TurnKey Team
Thank you for taking the time to share these details, and we empathize with you and many others whose travel plans were interrupted by COVID-19. Looking at our records, we show that our Guest Experience Team has since been in touch and informed you that your credit may now be used at any one of our properties. We have also extended a discount towards your stay for this inconvenience. Once you are ready to book, please reach out to our 24/7 guest support line, and we'll be happy to assist you with finding and booking a home. -The TurnKey Team
Feb. 4th, 2021
Jena Grady Rochester, NY
While the place we stayed at was great, TurnKey failed to notify us that the water to the house would be turned off on our last day of our stay. We had no water starting at 7am. TurnKey had notice of this water shutoff prior to our stay since after the fact I was able to find that online the city notified all the residents that the water was to be turned off at least a week in advance. A little notice to us would have been nice beforehand but TurnKey has taken no responsibility for this.
5 years ago
Reply from TurnKey
Hi Jena,
Thank you for taking the time to leave this review, and we’re so glad to hear that you enjoyed our place. That being said, we do apologize for any inconvenience caused by the water being shut off on the last day of your stay. Please know that we are taking steps to ensure future guests are notified of any impacting maintenance work that will occur during their stay. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey Team
Thank you for taking the time to leave this review, and we’re so glad to hear that you enjoyed our place. That being said, we do apologize for any inconvenience caused by the water being shut off on the last day of your stay. Please know that we are taking steps to ensure future guests are notified of any impacting maintenance work that will occur during their stay. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey Team
Feb. 4th, 2021
Chuck C. Auburndale, FL
We booked a beach property for October 2020 in Carolina Beach with VRBO that is managed by Turnkey on August 13th, 2020. Our flights were purchased and all was set to go. Ten days before traveling, we asked a question about the property’s amenities and received a satisfactory answer. Then suddenly, a week before our trip, I received an email telling us our rental was canceled! No explanation, just canceled! Finally, after many phone calls, I was informed that the property sustained hurricane damage and wouldn’t be ready for us, and that they had no other properties that would fit our purposes. The hurricane hit on August 3rd, 10 days before I booked the reservation! They took our reservation knowing that the property needed repairs. When they weren’t completed in time, they just canceled us. I was furious! I called and searched frantically for another place, but everything that was comparable in price was sold out by that time. I had purchased their travel insurance, but, of course, the fine print stated that the hurricane had to have hit within 15 days of travel to be covered. It had been months, so my flights and extra costs for a more expensive property weren’t covered! Stay away from Turnkey! They are horrible and didn’t care that they ruined our trip! Also, their trip insurance is a joke. I don’t blame VRBO, they were just the website I booked through. Turnkey is the property manager. I wish I had read their reviews before trusting them with our vacation plans.
5 years ago
Reply from TurnKey
Hi Chuck,
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Thank you for taking the time to share these details. We sincerely apologize for your poor experience, which does not appear to meet our high standards of service. Please know your feedback is highly valued to help us improve our service and experiences for future guests, and we are looking into your situation further to learn more. Thank you again. -The TurnKey Team
Feb. 4th, 2021
Marisa muliadi - kleiber Fremont, OH
Turnkey is very irresponsible. There were zero time that turnkey was ready to receive our guest. Our place in Hawaii always in complete mess. When we came in to use the condo, there were towel that were half dried in the drier, some laundry in the machine, dirty dishes all over the sick and kitchen. The bed was un made, it almost seem that there were people who was just left the condo. Many time our guest had been locked out because the key does not work. They change the property manager all the time. The ipad that they left in the property does not hold any value. We had to order a cleaning to get in to our planned vacation. Recently we had potential guess that was in the island that need several night to stay and would like to see the place. The first time they came in the condo was a mess so we schedule them to come in the second time, but the 2nd time was still a mess, they cancel their rental. We lost some money. They were not dependable. I don't know how they had promised and advertised for such a futuristic services. We did not even see 1 promise was actually materialize. We had more problem than ever before. We switch to Turnkey for a hope that the coordination to manage our property will go smoother and more sophisticated, but we find out it is almost just a fraud. We also did not get any renter from turnkey. So, I really don't know why people want to even consider turnkey. At least Hawaii rental property services was nothing to even mentioned, because there do not exist.
6 years ago
Reply from TurnKey
Hi Marisa,
Thank you for sharing these details, and we're so sorry to hear your experience with us wasn't as great as it should be. Here at TurnKey, your feedback is highly valued, and although we do try our best to offer the most impeccable service possible, there are times we fall short of that. Please know that we are following up on everything you've mentioned and will make sure these concerns are addressed with your local Operations Team. If there is anything we can still do for you, please don't hesitate to reach out anytime and let us know. -The TurnKey Team
Thank you for sharing these details, and we're so sorry to hear your experience with us wasn't as great as it should be. Here at TurnKey, your feedback is highly valued, and although we do try our best to offer the most impeccable service possible, there are times we fall short of that. Please know that we are following up on everything you've mentioned and will make sure these concerns are addressed with your local Operations Team. If there is anything we can still do for you, please don't hesitate to reach out anytime and let us know. -The TurnKey Team
Feb. 4th, 2021
Aurora Terry Hymel ,
TurnKey Vacation Rental refused to grant us credit or reschedule our stay despite the fact that Oregon was on fire- the air quality was in the life threatening hazardous range. The county the rental house is in (Tillamook) was in an evacuation zone because of the fires as well. At first representatives stated that the house was ready for us despite the hazardous air quality and the evacuation order. When we voiced concerns that the house did not have AC or anyway to purify the air and that we would be traveling with a 70 year old man and a 3 month baby, they then stated that we would have had to have asked for a reschedule 10 days prior to our stay. When I reminded them that Oregon wasn't on fire 10 days prior to our stay they responded that the fires were an act of god and they would not reschedule or refund any of our money. When we asked them to reconsider because of the extraordinary circumstances they disparaged us for not purchasing travel insurance. We had reserved a 6 night stay- we asked if they would work with us for even a 2 night stay in the future in the off season once the air quality was out of the hazardous AQI 300+ range. They repeatedly stated their 10 day prior policy. They also refused any amount of refund including the cleaning fee, etc. even though we never stepped foot on the property. TurnKey rental is the epitome of corporate greed. We would never use them again and would not recommend them to anyone.
6 years ago
Reply from TurnKey
Hi Aurora
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans were impacted by the fires in Oregon. 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. If there's anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Thank you for taking the time to share these details, and we're so sorry to hear your travel plans were impacted by the fires in Oregon. 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. If there's anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey Team
Feb. 4th, 2021
Sarah Cousineau Knoxville, TN
This company was absolutely not accommodating of the COVD19 national emergency. We have a reservation for September that was booked as a birthday celebration for my 70 year old mother. With the surge in the Southeast it is impossible for us to hold this for her, it's way too high risk for her to travel. We asked if we could rebook to a later date or even get just a partial refund, but Turnkey was absolutely accommodating. We vacation frequently through these types of companies (VRBO and Airnb), and will never use any property with Turnkey again. VRBO and Airnb have been much more accommodating.
6 years ago
Reply from TurnKey
Hi Sarah,
Thank you for taking the time to leave this review, and we're so sorry to hear that your travel plans have been impacted by the ongoing situation with COVID-19. These are difficult times for travelers and homeowners alike, and in this rapidly-changing environment, we are trying to do the right thing for everyone involved. For this reason, we updated our Cancellation Policy in March to allow guests to cancel until June 1, 2021 and receive a credit that can be used until February 1, 2021, for a stay with a check-in date any time prior to October 1, 2021. Looking at our records, we show that you canceled your original reservation in March and opted to book a new stay with us for September 2020. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey VR Team
Thank you for taking the time to leave this review, and we're so sorry to hear that your travel plans have been impacted by the ongoing situation with COVID-19. These are difficult times for travelers and homeowners alike, and in this rapidly-changing environment, we are trying to do the right thing for everyone involved. For this reason, we updated our Cancellation Policy in March to allow guests to cancel until June 1, 2021 and receive a credit that can be used until February 1, 2021, for a stay with a check-in date any time prior to October 1, 2021. Looking at our records, we show that you canceled your original reservation in March and opted to book a new stay with us for September 2020. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey VR Team
Sep. 14th, 2020
Jennifer Fuller Mechanicsburg, PA
Booking was easy. The periodic updates and reminders they sent regarding payments and property info were helpful. Best of all, I LOVED the keyless access to the home.
6 years ago
Keely kraft Henderson, NV
I appreciate the quick communication we had . Someone was always able to respond through text asap. Very easy to navigate renting a VRBO when using your service.
6 years ago
Kirsten Twardowski Chesterfield, MO
We rented a TurnKey rental through VRBO in Folly Beach when the pandemic started. VRBO sent out an email that they were asking all of their partners to offer full refunds for trips that were cancelled due to the virus, but TurnKey refused to give us a refund and would only offer a future stay credit. We rebooked the same place for two weeks ago and had to pay an additional $400. Upon arriving at the rental, the fridge was beeping loudly and we were told that it would be taken care of by the next day at 6pm. It was not. I called and texted and kept getting auto messages saying that it would be taken care of by 6pm. I finally received a phone call from a young man that told me they knew the fridge wasn't working and it would be several days before it could get fixed. The bathroom smelled like rotting wet wood as the shower leaked. The floors weren't level. There was mold growing on the ceiling. Two nights into our stay, we got a call at 10:30 at night that we had to pack up immediately and evacuate the premises because there was a problem in the unit below and methane gas was building up. We had seen an employee in the lower unit around lunch time. But he didn't tell us about the issue in the middle of the day. They waited until late at night to tell us. We had to pack up 3 kids and drive around for an hour and a half before we found a hotel with availability. The rental was right on the beach and we ended up at a hotel 40 minutes away that cost us almost as much as the rental we had for a week. TurnKey is now telling us that they won't refund us hotel fees because of policy. I can tell you, we will not rent a TurnKey Property again.
6 years ago
Reply from TurnKey
Hi Kirsten,
Thank you for taking the time to post this review. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with the issues you encountered during your stay. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Please know that the fridge has since been replaced, any outstanding cleanliness issues have been addressed with Housekeeping, and the gas problem in the building was fully resolved. Although it doesn't change things, we appreciate you accepting the compensation we were able to offer. If there is anything else we can still do for you, reach out anytime and let us know. -TheTurnKey VR Team
Thank you for taking the time to post this review. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with the issues you encountered during your stay. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Please know that the fridge has since been replaced, any outstanding cleanliness issues have been addressed with Housekeeping, and the gas problem in the building was fully resolved. Although it doesn't change things, we appreciate you accepting the compensation we were able to offer. If there is anything else we can still do for you, reach out anytime and let us know. -TheTurnKey VR Team
Jul. 30th, 2020
Family vacation gone wrong Lynnwood, WA
We had travel booked a year ago and utilized VRBO. Unfortunately the homeowner transferred property management to Turnkey. We immediately had issues with Turnkey. They texted us (no call or email) with some shady links that we needed to transfer our reservation to them. We were given 24-48 hrs notice to give them new credit card info or we would lose the house. Sounds like a scam, right? It took half a dozen calls to get through to a live person to explain what had happened.
Fortunately VRBO was able to explain for us that the home had been transferred.
After that, our final payment came due and then Covid happened. We received initial correspondence from them that we should buy travel insurance through their company (or perhaps their preferred vendor). So we did.. at their recommendation. It appeared in the fine print that a pandemic would be covered. We were wrong and misled. It took us another week to get the insurance canceled and refunded.
Then it took us another several weeks to get through to someone after calling and waiting on hold for seemingly hours. By the way, they don’t respond to email and their text message service is inconsistent as well. One canned auto-generated response after the next.
If you can’t talk to a decision maker via any mode of communication - then how do you call that customer service?? I say decision maker because every time we did finally speak with someone (which by the way, we were disconnected and told systems were down 4 times), we were told the call was recorded or they opened a case file and they’d get back to us. No one ever got back to us. We had to call or text each time.
We finally received word of their updated policies which seemed to indicate we could get the same house for the same week next year “if it was available.”
After all that, we were told the property we had booked was no longer listed by Turnkey. The homeowner delisted it.
After all that, we had to start over with requesting a refund. Wouldn’t you agree we are owed a refund at this point? Our house that we booked through another travel agent is no longer available through Turnkey. We don’t want their credit. We don’t want to work with this company and we recommend you avoid them at all cost.
6 years ago
Reply from TurnKey
Hello,
Thank you for taking the time to share this information, and we're so sorry to hear your experience with us wasn't as great as it should have been. Here at TurnKey, we strive to offer impeccable customer service, and it is our hope that all guests have hassle-free, enjoyable stays at our properties. Our guest hotline is available 24/7, and our TurnKey agents are ready to help with anything from questions about our homes, to booking a reservation, to issues that may come up during or after a stay with us. Although not a great excuse, we have been experiencing significantly high call volumes, which has resulted in longer wait times and delayed responses. Please know that our Guest Experience Team is working as quickly as possible to address all guest inquiries. In light of the ongoing situation with COVID-19, we updated our Cancellation Policy and waived the policy that you originally agreed to when booking your stay. Eligible guests have been provided with a credit that can be used until February 1, 2021, for a stay with a check-in date any time prior to October 1, 2021. In instances where a guest's original home is no longer available, we are honoring their credit at any one of our properties. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Thank you for taking the time to share this information, and we're so sorry to hear your experience with us wasn't as great as it should have been. Here at TurnKey, we strive to offer impeccable customer service, and it is our hope that all guests have hassle-free, enjoyable stays at our properties. Our guest hotline is available 24/7, and our TurnKey agents are ready to help with anything from questions about our homes, to booking a reservation, to issues that may come up during or after a stay with us. Although not a great excuse, we have been experiencing significantly high call volumes, which has resulted in longer wait times and delayed responses. Please know that our Guest Experience Team is working as quickly as possible to address all guest inquiries. In light of the ongoing situation with COVID-19, we updated our Cancellation Policy and waived the policy that you originally agreed to when booking your stay. Eligible guests have been provided with a credit that can be used until February 1, 2021, for a stay with a check-in date any time prior to October 1, 2021. In instances where a guest's original home is no longer available, we are honoring their credit at any one of our properties. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Jul. 1st, 2020
Robert Strong Fort Worth, TX
We just left a broken down property at the Maravilla Condos in Galveston, Tx. Room 125 to be exact. When we arrived, we were first greeted to signs on the sliding doors to the balcony saying they were structurally unsound and unusable. Nothing mentioned about that when rented the unit. Not a huge deal at this point, but it was just one item of a few to come. That night we settled in, and was getting ready to connect to the wifi, using the network name and password they provided. Well after two days of back and forth texts (nobody answers their phone) we finally came to the conclusion that their internet was down as well and, well, so sorry bout that, by time we can get someone to help you you'll be gone anyway. Ok, getting more annoyed, but not the worst of it. Two days in, coming back from the beach, before my wife could enter the lock code, my daughter just happens to run up to the door, turn the lock open, and walk right in. WHAT????? We could not believe it. I checked the lock multiple times, even watched the youtube video again they sent about using their electronic locks. Nope, it doesnt lock, we've left our door unlocked for two days without even knowing it. One day during Kappa weekend with crime all around us too, that made us feel really safe! We called and texted Monday morning, finally getting a response that maybe someone can come look at it later. The front desk people are totally indifferent, as these units are owned and rented third party, so they refused to give us an actual key to manually operate the electronic lock. One lady did finally walk the key to our door and tried to lock it, but even the key wouldnt work the lock was so broken internally. She just gave a shoulder shrug and said that was all she could do so sorry. We gather all our valuables and have to drag them around in the truck with us so we aren't stuck in the room waiting for someone to eventually show up. We went out to the beach, had lunch, then came back, around 1, same old broken lock no body had come yet to replace it. Our daughters wanted to stay while the wife and I went out for a bit to go look around the island. Eventually someone came and replaced the lock around 2 pm, with one that was WORSE than the original!! You couldnt even turn the outside knob on the replacement to engage the deadbolt, it just spun freely. He told the girls he would be right back as he was going to pick up a new lock. 4 hours later and nothing. So, I ended up having to drive to Home Depot, buy a screwdriver and a keyed deadbolt, and fix their door myself. We sent them a picture of the lock I had to put in, and all we got was OK Thanks let us know if you need anything. Really??!!!! It wasnt until late Tuesday that some property owner finally shows up, while we are gone of course, to see that we replaced the lock and they couldnt get in, and wanted to meet somewhere to get a key and reimburse me for the lock. Yeah. The day before we check out someone's gonna help. Too little too late. How about you reimburse me for half the rental since we had about as much security as a screen door! We checked out this morning, I put their broken lock back in place, and we evacuated that dump, and let them know we returned it exactly how we found it, and the room is wide open, just like we got it. Good luck. No response all day. Guess they dont care. Turnkey Vacation Rentals will forever be on our ban list of companies we will never use again. Be very weary!!
6 years ago
Reply from TurnKey
Hi Robert,
Thank you for taking the time to post this review. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with the issues you encountered during your stay with us. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Please know that we are following up with our local Operations team to address the quality of your stay and ensure guests' issues are handled in a timely manner moving forward. We have also updated our listing to reflect the balcony's temporary unavailability, resolved any problems with the WiFi, and completely replaced the front door lock. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Thank you for taking the time to post this review. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with the issues you encountered during your stay with us. Here at TurnKey, your feedback is highly valued, and we try our best to make things right in any way we can so that our guests know that our priority is their ultimate satisfaction. Please know that we are following up with our local Operations team to address the quality of your stay and ensure guests' issues are handled in a timely manner moving forward. We have also updated our listing to reflect the balcony's temporary unavailability, resolved any problems with the WiFi, and completely replaced the front door lock. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Jun. 15th, 2020
Matthew Franklin, TN
Avoid at all costs! Turnkey cancelled our rental in Florida even though I told them the COVID restrictions would be lifted before our 5/23 vacation date. They refused a refund, and I painfully accepted their offer for a credit. The restrictions were lifted, and I tried to use the credit. They said I had refused the credit option (not true) and lost it. They cancelled my reservation even though those dates were eventually allowed, refused a refund, then cancelled my credit. They refused to provide any of this in writing. The condo owners didn't receive any of the money either. The scam seems to be for Turnkey to keep the money, and void your credit without even telling you. I dare them to try to refute anything I have said here. Avoid Turnkey at all costs! I will update my review if/when something changes regarding my lost money.
6 years ago
Reply from TurnKey
Hi Matthew,
Thank you for taking the time to leave this review. We would like to sincerely apologize for the issues you've experienced and for any miscommunication regarding your reservation and future credit. Unfortunately, we were required to cancel your reservation due to the extension of a ban on short-term rentals in the area. In light of this situation, we issued a credit that can be used until February 1, 2021, for a stay with a check-in date any time prior to October 1, 2021. At this time, your credit has been temporarily suspended due to a chargeback that was filled. Should the chargeback be ruled in our favor, please know that the full amount of your credit will be reinstated. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Thank you for taking the time to leave this review. We would like to sincerely apologize for the issues you've experienced and for any miscommunication regarding your reservation and future credit. Unfortunately, we were required to cancel your reservation due to the extension of a ban on short-term rentals in the area. In light of this situation, we issued a credit that can be used until February 1, 2021, for a stay with a check-in date any time prior to October 1, 2021. At this time, your credit has been temporarily suspended due to a chargeback that was filled. Should the chargeback be ruled in our favor, please know that the full amount of your credit will be reinstated. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Jun. 10th, 2020
Jason & Meridith Baxter Dallas, TX
(NO STARS) Thinking that VRBO was a reputable site offering me protection, I made a poor decision to book a condo for our family In Florida that was owned by Turnkey Vacation Rentals. The experience has been awful to say the least. We booked in April, when the company should not have been legally allowed to offer the property due to COVID restrictions in the area. With the property showing as available, we incorrectly assumed this meant the travel restrictions were lifted. We received an email response on May 13th saying that the travel ban had been lifted and our vacation was good to go. This was after multiple attempts to reach them by phone and getting no answer or call back. Be prepared to stay on hold for hours at a time. We had also used their text service, but the automated response said our phone numbers were not recognized as being tied to any reservation, so they couldn’t assist. On May 17th we received a text with the door access code and instructions for checking in. We spent the entire week packing, as we were leaving on Saturday to drive halfway and then check in on Sunday. On Friday at 3:11PM, with our bags packed by the door, I received the following text: “From TurnKey VR: the home you originally booked is no longer available for your stay. We have had to cancel and refund your reservation at this time. Please allow 2-4 business days for the refund to reflect back to your credit card account.“ I also received the same message via email and voicemail. The email stated that they had checked comparable properties to switch our booking but had nothing available for our same dates. I was devastated. We could not reach them by phone, text or email in response and Monday is Memorial Day, which means our refund may not arrive until Friday, which makes booking Another option near impossible. We finally reached TurnKey by phone at 10:05PM to discover that the owners failed to realize that they had not properly blocked Memorial Day weekend from their rental calendar. How convenient that they could just cancel with moments notice, right? They proceeded to offer us 8 other properties to possibly book for our dates, but who is going to be stupid enough to trust that option? They had clearly lied in their emails saying they had no other options. We’d likely drive the 10 hours only to show up with our door access not working and realize it was cancelled again. Never, ever again will I allow an untrustworthy company to do this to our family. I have reported them to BBB as well. Clearly it hasn’t stopped them in the past, but hopefully this review will stop someone else from making the same mistake I did.
6 years ago
Tiffany Smith Bloomfield, NJ
If I could review them a 0, I would. I think just scrolling through these recent reviews explains what type of company TurnKey Vacation Rentals truly is. People will not forget how companies handled adversity during COVID-19 and I will make sure to explain to everyone that I know how poor of a company you truly are. I made reservations on AirBnB for June. Obviously, I cannot attend because of COVID-19 and my flight being canceled. Originally, when I reached out to TurnKey, they said that they followed Airbnb's policy and that I should reach out to them. So, I did. After I reached out and made a case with Airbnb, Airbnb stated that they reached out to TurnKey and TurnKey refuses to budge with their cancelation policy. Therefore I would lose the almost $1,000 deposit I put on my vacation. How dare you take advantage of people during this time.
6 years ago
Reply from TurnKey
Hi Tiffany,
Thank you for taking the time to share this feedback with us. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. The current situation is unlike anything we’ve ever experienced, and we are doing our best to balance the needs of our guests and homeowners while navigating this rapidly changing landscape. At this time, we are following Airbnb’s Cancellation Policy and are advising all guests to reach out to their guest support line for further assistance. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Thank you for taking the time to share this feedback with us. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. The current situation is unlike anything we’ve ever experienced, and we are doing our best to balance the needs of our guests and homeowners while navigating this rapidly changing landscape. At this time, we are following Airbnb’s Cancellation Policy and are advising all guests to reach out to their guest support line for further assistance. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
May. 21st, 2020
Harrison F Bink San Jose, CA
Horrible company! We paid in full before the virus prevented us from traveling, but Turnkey won't refund our money. The credit offered cannot be used because some of our party live in Portugal, and the others traveled from East Coast and can't return. We asked for a refund less 10% deposit which is normal policy if we could have cancelled early enough and were ignored. Lastly we offered to pay the full management fee less the balance refunded, and were refused saying it's "the right thing for everyone involved". John, TJ and Jen Please reconsider. A credit is of no use to us. No exception is made for those who cannot use the credit no matter how long it is extended.
6 years ago Edited September 14, 2021
Reply from TurnKey
Hi Harrison,
Thank you for taking the time to leave this review. We realize that there is no perfect solution for all guests and all homeowners, but we wanted to offer a consistent policy that we could apply fairly for both groups. With this in mind, we updated our Cancellation Policy to allow guests to cancel and receive a credit that can be used to book a new stay. We have also adjusted the terms of our future credit on multiple occasions in order to provide guests with greater flexibility when rebooking their stay. We believe that our updated policy and future credit is the fairest and most equitable solution for all since it helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial uncertainty. -The TurnKey VR Team
Thank you for taking the time to leave this review. We realize that there is no perfect solution for all guests and all homeowners, but we wanted to offer a consistent policy that we could apply fairly for both groups. With this in mind, we updated our Cancellation Policy to allow guests to cancel and receive a credit that can be used to book a new stay. We have also adjusted the terms of our future credit on multiple occasions in order to provide guests with greater flexibility when rebooking their stay. We believe that our updated policy and future credit is the fairest and most equitable solution for all since it helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial uncertainty. -The TurnKey VR Team
May. 15th, 2020
somecallmeriki Mount Airy, MD
Turnkey's handling of the COVID-19 situation is irresponsible and lacking compassion. I've met over 600 guests, employees (past & present) and owners (past & present) through this fight that started on March 12. TurnKey is completely detached from reality and only cares about themselves. Way too much to write here, but here's some highlights from the out-of-touch things TurnKey has said:
"I can't promise you the house is virus-free. I can't promise you I won't get hit by a truck when I leave work today either. You take a risk every time you get in the car to go to the grocery store. Do you go to the grocery store?"
Yes, arrogant, flippant one.....I do go to the grocery store. Are you seriously comparing that to flying across the country, with stay-at-home orders and a Level 2 Travel Advisory advising against non-essential travel??
"Please know that on the other side of every refund request of a non-refundable booking is a homeowner, another person also experiencing hardship. The reservation agreement entered into by guests helps them pay for expenses like a mortgage, maintenance and utility bills."
Ummmmmm........ You don't give owners the money until AFTER we stay. How are our reservation agreements helping them pay expenses? Sounded like a decent argument, but wait...... it's completely untrue.
"As you've pointed out, our Guest Rental Agreement indicates that TurnKey reserves the right to provide guests with a comparable home at no additional cost should the property that you've rented become unavailable for any reason. By offering a future credit and guaranteeing the same rate for the same time next year, we are providing you with a comparable home, and in this situation the same home, at no additional cost."
I don't even know where to start with this one. TurnKey is really grasping at straws with this. At least they're admitting that the home is unavailable. The contact also lists specific dates! You can't pick and choose what parts of the contact you want to honor. The part after "comparable home" in the contract says or refund, but TurnKey keeps ignoring that fact. The unavailable home clause says a comparable home at no additional cost or a refund. Nobody in their right mind, including a court of law, would think that the comparable home isn't expected to be offered for the contact dates!! No available homes = refund. Why is this concept so difficult?
"At TurnKey, we recognize our responsibility to both guests and homeowners during these difficult times. We remain dedicated to finding the best solutions, and doing the right thing for the safety and concerns of our guests, homeowners and team members."
Really??? Best for both guest and homeowner? What about the countless homeowners that have requested refunds for us and you still refuse??? Here's a sampling of what homeowners we've been able to contact have said:
"I want you to be refunded, no strings attached. It is the right thing to do."
"I had another phone call with Turnkey with my believe that it is the right thing to do to give you your money back."
"This is not a nuanced fuzzy gray area. The right thing to do is to return your money. I promise that will be done."
"They make it sound like it's the owner's fault like we need the money and they are passing the money on to us. Lying thieves. I wish they did pass it on to us and then we could return it to you. It's not over yet."
"We are in a Pandemic. You are not entitled to their money."
'I want my guest to get back ALL their hard earned money, and no simply a raincheck to stay at a later date."
"TurnKey do the right thing and give back my guests' money!!!"
TurnKey continues the mantra that they're doing what's best for quests and owners. Yet, even when owners want their guests refunded, Turnkey is still refusing.
Do yourselves a favor and stay far away from this company. If you book through Airbnb, VRBO, Marriott or any other platform, make sure TurnKey is not the management company!
TURNKEY, PLEASE DON'T EVEN RESPOND TO THIS! I ALREADY KNOW YOUR ROBOTIC RESPONSE. YOU'LL JUST MAKE WANT TO THROW UP.
6 years ago
Reply from TurnKey
Hi Erika,
In a situation such as this, we realize there is no perfect solution for all guests and all homeowners. While you've connected with some homeowners that wish to refund payments, there are many others who have a different perspective, as they have significant mortgages and carrying costs to contend with, and could lose their homes if reservations dried up completely. This includes being able to account for future bookings and revenue in their financial plans. We currently manage more than 5000 properties and are looking at this entire group's needs in order to offer a consistent policy that we can be applied fairly to both sides. With this in mind, we updated our Cancellation Policy to allow guests to cancel and receive a credit that can be used to book a new stay. We then adjusted the terms around using future credits in order to provide guests with greater flexibility when rebooking their stay. We firmly believe that our updated policy and future credit is the fairest and most equitable solution for all since it helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial uncertainty. -The TurnKey VR Team
In a situation such as this, we realize there is no perfect solution for all guests and all homeowners. While you've connected with some homeowners that wish to refund payments, there are many others who have a different perspective, as they have significant mortgages and carrying costs to contend with, and could lose their homes if reservations dried up completely. This includes being able to account for future bookings and revenue in their financial plans. We currently manage more than 5000 properties and are looking at this entire group's needs in order to offer a consistent policy that we can be applied fairly to both sides. With this in mind, we updated our Cancellation Policy to allow guests to cancel and receive a credit that can be used to book a new stay. We then adjusted the terms around using future credits in order to provide guests with greater flexibility when rebooking their stay. We firmly believe that our updated policy and future credit is the fairest and most equitable solution for all since it helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial uncertainty. -The TurnKey VR Team
Apr. 30th, 2020
C Taylor Bloomfield, CT
Turnkey and Marriott are in cahoots. We are Elite Platinum members and previously had great experiences with Marriott. We booked a Turnkey property under the guise of it being “Marriott Homes and Villas”. Marriott sent out an email promising members full refunds. Well, since we booked through Marriott and thought this was a Marriott business, we expected one. Nope. Marriott lied and won’t give us one, and Turnkey’s customer service has been awful. Said we have to speak to a manager and wait 24-48 hours for that manager to call. Marriott also won’t respond to emails. Thinking we need to see if Hilton will match our member benefits and leave. What a scam.
PS Air BnB is offering full refunds. United gave us a full refund for our flights. JetBlue is giving us a credit for two years, which isn’t great but is STILL better than Marriott and Turnkey. When the airlines offer better customer service, you know it’s bad.
6 years ago
Reply from TurnKey
Hi C,
We appreciate you taking the time to share this feedback with us. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. The current situation is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders. On the other side of every refund request of a non-refundable booking is a homeowner, another person also experiencing hardship. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. With this in mind, we adjusted our Cancellation Policy to allow guests to cancel and receive a credit that can be used to book a new stay within the next 18 months with no penalties. We will also guarantee your current rate when booking the same home for the same dates next year. We feel this is a positive solution for both parties as it helps retain the value of each reservation for the guest, while also assisting the homeowner as they face multiple cancellations. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey VR Team
We appreciate you taking the time to share this feedback with us. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. The current situation is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders. On the other side of every refund request of a non-refundable booking is a homeowner, another person also experiencing hardship. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. With this in mind, we adjusted our Cancellation Policy to allow guests to cancel and receive a credit that can be used to book a new stay within the next 18 months with no penalties. We will also guarantee your current rate when booking the same home for the same dates next year. We feel this is a positive solution for both parties as it helps retain the value of each reservation for the guest, while also assisting the homeowner as they face multiple cancellations. If there is anything we can still do for you, please reach out anytime and let us know. -The TurnKey VR Team
Apr. 16th, 2020
