TurnKey
2.6
4.1
Overall Score
Hayley Shelton Indianapolis, IN
Disgusting excuse for a company. I have worked in Property Management for 6 years and have never witnessed a company handle a situations since poorly. They campaign for #dontcancelpostpone and #savetourism yet won’t work towards finding a feasible alternative postponement option for the customers you have now stolen hundreds of thousands of dollars from in the middle of a world shutdown and pandemic. Comparing your policy to major airlines is completely idiotic - they are doing the right thing by allowing you to postpone and use your credit towards YOUR CHOOSING of a flight in the future. Your lack of empathy and ethics in this situation is disgusting. We had a house booked for my bachelorette party 3 weeks before my wedding. Both were cancelled due to Covid-19 and out of all of the homes, flights, rental cars, hotels and all other travel plans that were booked, you are the only company that has been unwilling to do anything about the situation other than to offer us a credit for the same house and pay more for any other date we’d like to book, as if there were any dates for that house that would actually work for us for the remainder of the year (there are not). As if I didn’t have more important things to be worried about like oh, maybe re-planning my wedding- now I have to worry about tracking down the few grand that has been lost here to get back to several friends that contributed to this house. DO NOT BOOK HERE!!! Pathetic excuse for a property management company.
6 years ago
Reply from TurnKey
Hi Hayley,
We appreciate you taking the time to share this feedback with us and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. Please know that we are balancing the needs of multiple stakeholders while navigating this unprecedented and rapidly-changing situation. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. With that in mind, we have 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 without incurring any penalties. We will also guarantee your current rate when booking the same home for the same dates next year. This policy helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. For further details regarding our policy updates, please visit our recent blog post. -The TurnKey VR Team
We appreciate you taking the time to share this feedback with us and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. Please know that we are balancing the needs of multiple stakeholders while navigating this unprecedented and rapidly-changing situation. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. With that in mind, we have 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 without incurring any penalties. We will also guarantee your current rate when booking the same home for the same dates next year. This policy helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. For further details regarding our policy updates, please visit our recent blog post. -The TurnKey VR Team
Apr. 13th, 2020
Kevin McLaughlin Chicago, IL
Much like the rest of the reviews here this has been a terrible experience with an unresponsive, greedy and immoral company.
Couldn’t travel due to Covid for our spring break the week of March 29th. Requested a refund and same run around as the rest. “You can rebook next year (house not available or they’ve increased prices so much it’s not worth it). They are holding on to millions of dollars (taxes, cleaning fees, etc...) and are unwilling to refund. Many homeowners are removing their homes with them due to the awful press and bed reputation. They’ll likely file BK and keep everyone’s money.
6 years ago
Reply from TurnKey
Hi Kevin,
Thank you for taking the time to share this feedback, and we're sorry to hear your experience with us hasn't been as great as it should be. Please know that we (a property management company) are currently balancing the needs of multiple stakeholders while navigating this rapidly-changing landscape. 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 have updated 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. This helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. With regard to pricing, our rates fluctuate throughout the year, especially when booking far in advance, similar to airline tickets and hotel rooms. For additional details regarding our policy updates, please visit our recent blog post. -The TurnKey VR Team
Thank you for taking the time to share this feedback, and we're sorry to hear your experience with us hasn't been as great as it should be. Please know that we (a property management company) are currently balancing the needs of multiple stakeholders while navigating this rapidly-changing landscape. 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 have updated 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. This helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. With regard to pricing, our rates fluctuate throughout the year, especially when booking far in advance, similar to airline tickets and hotel rooms. For additional details regarding our policy updates, please visit our recent blog post. -The TurnKey VR Team
Apr. 9th, 2020
Kyleigh Little Elm, TX
Do NOT recommend TurnKey! During this time that they will tell you they "strongly empathize," they are truly taking advantage of their customers. Like so many others, we are having to cancel our vacations - NOT by customer choice, by government (federal, state, and city) orders/declarations. These are restricting travel and PROHIBITING short term rentals. TurnKey refused a refund and offered a credit. Price guarantee for the same house, same week next year. Credit that is worthless to first responder families (like ours) because the likelihood of getting the same days, even week, is highly unlikely. So I asked for a rate for another weekend. A trip that was $1,112.67 went to $2,061.63!!!! PRICE GOUGING! Ridiculous!
Property homeowners have requested TurnKey to give refunds and TurnKey is still refusing. hmmm.....
6 years ago
Reply from TurnKey
Hi Kyleigh,
Thank you for taking the time to leave this review. The current situation with COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders while navigating this constantly evolving landscape. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow guests to cancel and receive a credit that can be applied to a new booking up to 18 months in the future without incurring any penalties. Similar to prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the home for the same dates next year, we will guarantee the same pricing. If there is anything we can still do for you, please reach out to our 24/7 guest hotline and let us know. -The TurnKey VR Team
Thank you for taking the time to leave this review. The current situation with COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders while navigating this constantly evolving landscape. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow guests to cancel and receive a credit that can be applied to a new booking up to 18 months in the future without incurring any penalties. Similar to prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the home for the same dates next year, we will guarantee the same pricing. If there is anything we can still do for you, please reach out to our 24/7 guest hotline and let us know. -The TurnKey VR Team
Apr. 9th, 2020
Scott Williams Cincinnati, OH
Selfish and self-centered. I echo many of the negative comments written recently about TurnKey's approach to handling the impact of COVID-19. I will avoid TurnKey in the future to the utmost of my ability. Why: because they have failed to share the burden. Their business model keeps 100% of all the money that has been paid in accordance to the rental contract. Disheartening for those customer that were REQUIRED to cancel. There was no option. TurnKey keeps 100% of the funds until the property is actually rented. So ... for the next 12-18 months and TurnKey can generate cash interest and run their operations on the backs of others. TurnKey gets to 'bank' my money and the property owner's future money. Neither of TurnKey's customers get a dime until re-rented or ultimately canceled in 18 months. Instead of a collaborative approach (i.e. a credit or a proportional refund), TurnKey keeps it all for their themselves. A failed customer strategy.
6 years ago
Reply from TurnKey
Hi Scott,
We appreciate you taking the time to share this feedback with us. Like all other property management companies that we're aware of, TurnKey is responsible for holding onto booking revenue for our homeowners until the checkout occurs and our service has been rendered. Payments are kept in a separate account for our owners and do not count toward company revenue. We feel that adopting this type of credit policy helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. For further details regarding our Cancellation Policy updates, please visit our recent blog post. -The TurnKey VR Team
We appreciate you taking the time to share this feedback with us. Like all other property management companies that we're aware of, TurnKey is responsible for holding onto booking revenue for our homeowners until the checkout occurs and our service has been rendered. Payments are kept in a separate account for our owners and do not count toward company revenue. We feel that adopting this type of credit policy helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. For further details regarding our Cancellation Policy updates, please visit our recent blog post. -The TurnKey VR Team
Apr. 9th, 2020
Cynthia Burlingame, CA
Do not use this company and be very careful as they’re often not visible until you’ve booked something through VRBO or Airbnb or similar. We had a Palm Springs vacation rental from April 2-6, 2020. On March 16 the SF Bay area, where we are from, issued a shelter in place order due to Covid-19, followed by the entire state of California on March 20. On March 24, the City Manager of Palm Springs issued a moratorium declaring “vacation rentals… are not allowed to operate within City limits unless they are being used for mitigation and containment measures.” Needless to say, we were prevented from using the vacation rental for which we had paid. Despite repeated requests, Turnkey has refused to issue a refund. Among their many excuses includes taking care of their homeowners. However, homeowners are not paid until the rental has been used. Turnkey is also holding money for taxes, cleaning and utilities, not of which they are obligated to pay given the nonuse of the property. They have offered a credit for use of the same property during the same time period next year. However, they are unwilling to guarantee a similar property if the home is not available or no longer under their management. I am incredibly disappointed by the ethics and business practices of this company. It’s essentially robbery.
6 years ago
Reply from TurnKey
Hi Cynthia,
We appreciate you taking the time to share this feedback with us and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. The current situation is unprecedented, and we are balancing the needs of multiple stakeholders while navigating this constantly evolving landscape. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be used within the next 18 months with no penalties. This helps retain the value of each reservation for the guest, while also assisting the homeowner as they face multiple cancellations. Like all other property management companies that we're aware of, TurnKey is responsible for holding onto booking revenue for our homeowners until the checkout occurs and our service has been rendered. Payments are held in a separate account for our owners and are not counted toward company revenue. For further details regarding our updated policy, please visit our recent COVID-19 blog post. -The TurnKey VR Team
We appreciate you taking the time to share this feedback with us and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. The current situation is unprecedented, and we are balancing the needs of multiple stakeholders while navigating this constantly evolving landscape. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be used within the next 18 months with no penalties. This helps retain the value of each reservation for the guest, while also assisting the homeowner as they face multiple cancellations. Like all other property management companies that we're aware of, TurnKey is responsible for holding onto booking revenue for our homeowners until the checkout occurs and our service has been rendered. Payments are held in a separate account for our owners and are not counted toward company revenue. For further details regarding our updated policy, please visit our recent COVID-19 blog post. -The TurnKey VR Team
Apr. 9th, 2020
Angry from Ohio Cleveland, OH
AVOID TURNKEY RENTALS!!! If I could leave a zero star rating, I would. They are taking advantage of travelers and property owners, alike, during a time of global crisis. They refuse to refund our money for a stay in Tennessee in April, even when the property owners have begged them repeatedly to return the money to us. They can not deliver the goods and services we paid for, can not guarantee the availability of the property in the future, and the owners will never receive payment for the stay if we can not reschedule. Essentially, they have stolen OUR hard-earned money under the guise that they are “acting in the best interest of all parties”. They are only looking out for themselves. Profiteering during a pandemic should be illegal! They are too short-sited to see the negative impact this will have on the travel business in the future. VRBO has also not stepped in to defend the customer, and hold Turnkey accountable, so they will never get my business in the future. When you run off your customers, you will have no business!
6 years ago
Reply from TurnKey
Hello,
Thank you for taking the time to leave this review. Please know that we strongly empathize with you and so many others whose travel plans have been impacted by COVID-19. We (a property management company) are currently balancing the needs of multiple stakeholders while navigating this unpredictable and constantly evolving landscape. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow guests to cancel and receive a credit that can be used until February 1, 2021 to book a new stay with a check-in date on or before October 1, 2021 without incurring any penalties. This 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
Thank you for taking the time to leave this review. Please know that we strongly empathize with you and so many others whose travel plans have been impacted by COVID-19. We (a property management company) are currently balancing the needs of multiple stakeholders while navigating this unpredictable and constantly evolving landscape. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow guests to cancel and receive a credit that can be used until February 1, 2021 to book a new stay with a check-in date on or before October 1, 2021 without incurring any penalties. This 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. 9th, 2020
Pauldan Woodbridge, VA
Prospective hosts, this company's policies will not earn you any loyal renters. They are not refunding rent from guests who cancelled stays due to the Covid-19 virus. Hundreds of guests have spent hundreds of hours working to reason with these crooks. In many cases, hosts have attempted to persuade Turnkey to refund the guests who cancelled, but they too are given statements of how "most" renters are happy with this "compromise". They contend that they are "balancing the needs of all stakeholders" by offering limited future credit. This excuse doesn't hold water as Turnkey doesn't pay hosts until the visit occurs. There is no loss this spring for owners if Turnkey provides refunds. Turnkey has generated anger and frustration where ethical decisions and goodwill would have shown that their firm was a cut above others. Happy guests become return guests. These are not leaders you want representing your property. They've just created hundreds of ex-customers and lowered their company's future outlook.
6 years ago
Reply from TurnKey
Hi Pauldan,
Thank you for taking the time to share this feedback with us. The current situation with COVID-19 is unpredictable and rapidly-changing, and we are constantly evaluating the state of our business to ensure we are doing the right thing for our guests and homeowners. We have made updates to our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be used until February 1, 2021 to book a new stay with a check-in date prior to October 1, 2021 without incurring any penalties. We will also guarantee your current rate when booking the same home for the same dates next year. Just like all other property management companies that we're aware of, TurnKey is responsible for holding onto booking revenue for our homeowners until the checkout occurs and our service has been rendered. These payments are held in a separate account for our owners and do not count toward company revenue. 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. The current situation with COVID-19 is unpredictable and rapidly-changing, and we are constantly evaluating the state of our business to ensure we are doing the right thing for our guests and homeowners. We have made updates to our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be used until February 1, 2021 to book a new stay with a check-in date prior to October 1, 2021 without incurring any penalties. We will also guarantee your current rate when booking the same home for the same dates next year. Just like all other property management companies that we're aware of, TurnKey is responsible for holding onto booking revenue for our homeowners until the checkout occurs and our service has been rendered. These payments are held in a separate account for our owners and do not count toward company revenue. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Apr. 9th, 2020
CG Dallas, TX
Thank you so much Turnkey for keeping my money AFTER the city in which I was going to stay in mandated that beaches are closed AND short term rental properties are PROHIBITED. I’m prohibited from staying in the house that I paid for and yet you have the audacity to keep my money? I’m very happy to see you are profiteering from a pandemic. I have used your services for years but after today my money will be going to anyone who you are in competition with and from the looks of this page I’m not the only one. Every news agency that has an email address will be hearing about how y’all “empathize with those who have travel restrictions”. Look forward to watching this company tank. Oh, now go ahead with your heartfelt generic cut and paste response.
6 years ago
Reply from TurnKey
Hi CG,
Thank you for taking the time to share this feedback with us. The current situation with COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders while navigating this constantly evolving landscape. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. With that in mind, we have made adjustments to 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 without incurring any penalties. This helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. For further details regarding our policy updates, please visit our recent COVID-19 blog post. -The TurnKey VR Team
Thank you for taking the time to share this feedback with us. The current situation with COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders while navigating this constantly evolving landscape. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. With that in mind, we have made adjustments to 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 without incurring any penalties. This helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. For further details regarding our policy updates, please visit our recent COVID-19 blog post. -The TurnKey VR Team
Apr. 9th, 2020
Sc ,
Where to start? Booked on 29th September 2019 for stay 9th-16th April. They booked us wrong dates but soon sorted it.
When US banned flights from UK due to Covid-19 I emailed to ask how to request a refund. Didn’t hear back, chased again and again as needed to give info to our insurance co. (UK based)
Many changes to cancellation policy and offers from TurnKey - now saying automatically crediting us with amount paid so we can re book the same house.
We cannot travel to the USA again in the foreseeable future so have asked for refund due to unprecedented circumstances.
A credit on our account is worthless to us.
Logged issues with credit card, BBB and attorney general of Texas
Comparing to other accommodation, tickets , flights for holiday affected by Covid-19 , most refunds already in our bank
6 years ago
Reply from TurnKey
Hello,
Thank you for taking the time to share this feedback with us. Please know that we strongly 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. At TurnKey, we have responsibilities to both guests and homeowners, and in this rapidly-changing environment, we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a new booking within the next 18 months. This helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. If there is anything else 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 strongly 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. At TurnKey, we have responsibilities to both guests and homeowners, and in this rapidly-changing environment, we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a new booking within the next 18 months. This helps retain the value of each reservation for the guest while also assisting the homeowner as they face multiple cancellations and financial hardship. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Apr. 4th, 2020
Danielle Portland, OR
TurnKey has horrible customer service and their refusal to refund those of us who can no longer utilize what we paid for (a house) but instead offer a "refund" with stipulations that can't even be met in a realistic world. The home I rented, they offered me the same home, same time between now and 18 months, however the home is unavailable after repeated attempts to reschedule, I was met with "we will get back to you" and "sorry those dates are unavailable" only to find out that there are not dates available for 2020 or 2021!! So here I sit fighting with them to get my money back and continuing to try to reach out with no response back nor a resolution
6 years ago
Reply from TurnKey
Hi Danielle,
Thank you for taking the time to leave this review. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. We would also like to sincerely apologize for the issues you've encountered while trying to rebook your stay. If you are able to provide us with your full name, reservation number, or the email address you used when booking, we'll be happy to look into this situation and assist you further. -The TurnKey VR Team
Thank you for taking the time to leave this review. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. We would also like to sincerely apologize for the issues you've encountered while trying to rebook your stay. If you are able to provide us with your full name, reservation number, or the email address you used when booking, we'll be happy to look into this situation and assist you further. -The TurnKey VR Team
Apr. 6th, 2020
Manny Richmond Hill, ON
Had a home booked for the entire month of April in Palm Springs, CA. Made my final payment March 1st,
2020 and as a result of COVID-19 have had to cancel all arrangements. On Mar.24 the City of Palm Springs issued and Emergency Moratorium banning use of vacation properties until end of April...at the earliest. Turnkey should have automatically cancelled my reservation as they had been notified by the City on March 25th. They did not so I had to and then Turnkey only offered credit towards
rebooking of same home good until April 1, 2021. Home is not available December thru March 2021. I contacted the owner of the home and she contacted Turnkey demanding they refund my money but they refuse.
No one knows when and if travel to and within the US will resume.
I have pleaded directly to Turnkey Support and J.R.C; have sent numerous messages asking for refund but have been refused every time. They do not get back to you even though they promise they will.
This is a terrible and immoral company that is taking advantage of their own customers. They say they are not refunding because they want to protect the homeowners but my homeowner told them she doesn't need their protection and they should refund my money. Additionally, she hasn't received any money from Turnkey.
My rating is 0 Stars but unfortunately I don't have that option.
I will never rent through them again and they are causing pain to many people.
6 years ago
Reply from TurnKey
Hi Manny,
Thank you for taking the time to leave this review. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. We would also like to sincerely apologize for the communication issues you encountered as we have been experiencing significantly high call volumes. Please know that we are working as quickly as possible to respond and address each guest's concerns. In response to this ongoing situation, we have made adjustments to our Cancellation Policy and waived the policy that you originally agreed to when booking your stay. Guests are now able to cancel and receive a credit that can be used until February 1, 2021 to rebook a stay with a check-in date any time prior to October 1, 2021 without incurring any penalties. 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. Please know that we empathize with you and so many others whose travel plans have been impacted by COVID-19. We would also like to sincerely apologize for the communication issues you encountered as we have been experiencing significantly high call volumes. Please know that we are working as quickly as possible to respond and address each guest's concerns. In response to this ongoing situation, we have made adjustments to our Cancellation Policy and waived the policy that you originally agreed to when booking your stay. Guests are now able to cancel and receive a credit that can be used until February 1, 2021 to rebook a stay with a check-in date any time prior to October 1, 2021 without incurring any penalties. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Apr. 3rd, 2020
Heather Tarver Winder, GA
If I could not give them any stars, I would. I booked a place back in March as a back up plan because we had originally planned to be on a cruise next week. I had NO idea this is what it would turn into but immediately when Florida shut down all the beaches, I requested a refund. I also paid for the insurance when I booked but it's been over 10 days and they will not respond to be either. Turnkey REFUSES to give me my money back EVEN THOUGH it states in the contract THEY provided that if they deemed the unit unavailable for any reason, they would cancel and refund the money. They're saying they didn't cancel, the government did. UNBELIEVABLE. And talking to these reps gets you nowhere, they're like a broken record...that's when you can even get someone on the phone. This company has to be run by crooks to be doing the things they're doing to people! They will never get any business from me again!
6 years ago
Reply from TurnKey
Hi Heather,
We appreciate you taking the time to share this feedback with us and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. We would also like to apologize for any issues you've experienced trying to reach us. We know many of you are trying to adjust your reservations at this time, which has resulted in delayed responses from our Guest Experience team. Please know that we are working as quickly as possible to respond and address each guest's concerns. In light of this ongoing situation, we have made adjustments to our Cancellation Policy and waived the policy that you originally agreed to when booking your stay. Guests are now able to cancel and reschedule their 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. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
We appreciate you taking the time to share this feedback with us and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. We would also like to apologize for any issues you've experienced trying to reach us. We know many of you are trying to adjust your reservations at this time, which has resulted in delayed responses from our Guest Experience team. Please know that we are working as quickly as possible to respond and address each guest's concerns. In light of this ongoing situation, we have made adjustments to our Cancellation Policy and waived the policy that you originally agreed to when booking your stay. Guests are now able to cancel and reschedule their 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. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Apr. 3rd, 2020
Rich C ,
On the 31st of March 2020 the state of Massachusetts issued Covid-19 Order no. 21 including terms that prevent short-term rentals, which impacted companies such as Turnkey from providing said rentals. Turnkey (note that I didn't) cancelled my extended stay (from April 5th to April 19th 2020) on March 31st 2020. Was sent an email by Turnkey explaining the reason for the cancellation (referencing the above Order) and stating that I would be offered a credit to spend at the same property at a later date (with a number of other terms and conditions attached) and pointing me to the company's recently updated cancellation policy. There are a number of issues with the company's approach:
1) My booking had been extended just 48 hours earlier and at the time of the issued Order above was still pending with the company and identified on my credit card statement as 'pending'. Despite calling Turnkey on 3/31/2020 to alert them to the fact that they had the ability to prevent the charge going through now that they were fully aware that they would not be able to provide the service I had booked they refused.
2) The cancellation policy referred to in the email I was sent on the 31st March 2020 provides only terms and conditions for cancellations made by the customer due to Covid-19 and not those made by the company. Therefore the cancellation policy linked within the email is not applicable for those that had stays booked in Massachusetts that the company cancelled themselves.
3) When I spoke to the company regarding points 1) and 2) above, they referred me to a clause in the rental agreements they ask customers to sign, detailed below:
"9. Weather and Other Unforeseen Events: TurnKey does not accept liability for any inconveniences arising from any temporary defects or stoppage in supply of water, gas, electricity or plumbing, damage caused by weather/road conditions, natural disasters, acts of God or other reasons beyond its control. No refunds will be given for any delays or cancellations due to such conditions. Travel Insurance is highly recommended for any stay."
This clause is outlining 'liability for inconveniences arising from temporary defects' due to factors outside of Turnkey’s control. Not providing the accommodation booked and refusing to provide a refund due to a government-issued Order is not an inconvenience, nor did it lead to the customer cancelling a booking due to a level of dissatisfaction because of a temporary inconvenience outside of Turnkey Rentals' control. In short, this clause does not state that the company can cancel rental agreements and not issue refunds, only that the customer cannot cancel an agreement due to circumstances outside of Turnkey’s control and be provided a refund.
4) The signed rental agreement includes this clause: “12. Sale Contingency or Unavailability: In the rare event the Home that that you have reserved is for sale, is sold or is otherwise unavailable for any reason as determined by TurnKey, then TurnKey, in TurnKey’s discretion, reserves the right to provide Guest with a comparable home at no additional cost to the Guest or cancel and refund Guest’s reservation”. In this case, the company did not offer a comparable home at no additional cost, and in fact cancelled the rental, therefore, per their own policy, should have refunded the reservation.
5) The rates for properties in 2021 at comparable dates are currently higher than they are when customers booked in 2020. The property I booked April 5th to April 19th 2020 was $2,815.20 (including taxes and fees), same dates in 2021 are $5,007.19 (including taxes and fees). This is price gouging - the company changed it’s policies after customers originally booked due to Covid-19, created a situation whereby a customer is out of pocket for an unknown period of time, has no choice but to book the same property in the future (or lose their money entirely per their policy) but has raised prices so that the customer will pay more to get anything
6 years ago
Reply from TurnKey
Hi Rich,
Thank you for taking the time to share this feedback with us. Reservations made more than 10 days prior to arrival are eligible to receive a 100% refund if a cancellation request is submitted within 72 hours of booking. Since your new booking for April 5, 2020, was made on March 29, 2020, less than 10 days prior to arrival, the reservation was non-refundable, and you were issued a credit for a future stay. As you've pointed out, our Guest Rental Agreement states that no refunds will be given for cancellations due to reasons or conditions outside of our control. In light of the ongoing situation with COVID-19, we have adjusted our policy so guests can receive a credit for a future stay, rather than forfeit their entire payment. Lastly, similar to prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the same home for the same dates next year, we will guarantee the same pricing. If there is anything else 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. Reservations made more than 10 days prior to arrival are eligible to receive a 100% refund if a cancellation request is submitted within 72 hours of booking. Since your new booking for April 5, 2020, was made on March 29, 2020, less than 10 days prior to arrival, the reservation was non-refundable, and you were issued a credit for a future stay. As you've pointed out, our Guest Rental Agreement states that no refunds will be given for cancellations due to reasons or conditions outside of our control. In light of the ongoing situation with COVID-19, we have adjusted our policy so guests can receive a credit for a future stay, rather than forfeit their entire payment. Lastly, similar to prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the same home for the same dates next year, we will guarantee the same pricing. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Apr. 11th, 2020
Chris Mt. Pleasant, SC
The Florida Keys are CLOSED to visitors per order of the Governor. There is no way for our family to arrive to our rental which was booked through Home Away. Home Away COVID-19 Emergency Policy encourages property management companies to provide flexible credit and when that's not possible, they are "strongly encouraging property owners and managers to issue at least a partial refund for situations in which a flexible credit can not be accommodated". TurnKey offered a credit for the *same week* next year in the *same house*, which is a JOKE. There is no way for our family with school-aged children to go next year because it's not Spring Break. What a slap in the face! They refuse to discuss refund or even just booking a different week. A 50% refund would at least share the burden of these hard times between the renters and the owners. These are unprecedented times which calls for a serious review of your policies using a conscience for doing the right thing.
We will be contacting Governor DeSantis office, the Better Business Bureau, Home Away, Tax Collector's Transient Rental Hotline, and a lawyer. If you see TurnKey's name on a future vacation rental, RUN AWAY!!!!
6 years ago
Reply from TurnKey
Hi Chris,
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 affected by 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 have made adjustments to our Cancellation Policy to allow guests to cancel and receive a credit that can be used until February 1, 2021 to rebook a stay with a check-in date any time prior to October 1, 2021. For complete details regarding our policy, please visit our recent COVID-19 blog post. If there is anything else 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 affected by 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 have made adjustments to our Cancellation Policy to allow guests to cancel and receive a credit that can be used until February 1, 2021 to rebook a stay with a check-in date any time prior to October 1, 2021. For complete details regarding our policy, please visit our recent COVID-19 blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 30th, 2020
Dorian D. Marietta, GA
Don’t ever book a vacation with Turnkey Vacation Rental! They are taking advantage of families during the COVID-19 pandemic. The CSA insurance company they partnered with would not cover for “Hurricane Dorian” so we rescheduled for spring break 4/3, now they won’t cover for the current pandemic. Our family retreat in Florida, my daughters 1st birthday and now our family’s spring break! To make things worse they won’t return phone call and trying to steal our money during such a time as this🥺🤬😡. Many families, including mine are outraged on Facebook, Twitter, BBB, LinkedIn, etc. Many who have contacted State Attorneys in Texas, Florida, and other states. What do you tell a family that already rescheduled and also bought into your travel insurance that doesn’t cover anything, but a life treating illnesses.
Turnkey is showing families just how unprofessional they are, lacks customer-service and any concern for their frontline staff. Their frontline staff takes the brunt of their complaints from appalled consumers, as they are urged to read from a script and focus on the company’s wack policy.
My family has missed out on two vacations due to acts of God none of us could control. Both times Turnkey Rentals have been unreasonable. Both times they offered the options of putting my family’s life at risk and continuing with the vacation or rescheduling. In both occasions their policies were written to overlook Governor Ronald DeSantis State of Emergency.
Well we are tired of rescheduling, and the former option to continue with the vacation is not an option at all. Turnkey consumers are asked to correspond via text to resolve issues. Can you believe this; we should correspond via text? This is extremely unprofessional and unacceptable to ask a customer to resolve an issue this way.
Days have passed and no one has called us back. We contacted the corporate office and were told again to text or call the reservation line, who have no plan in place to address consumer’s needs during this global tragedy. I have recorded all phone conversations and documented every name and phone number of who I spoke with.
This greed and injustice will not be tolerated!
6 years ago
Reply from TurnKey
Hi Dorian,
We appreciate you taking the time to share this feedback and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. We would also like to sincerely apologize for any trouble you've experienced trying to reach us. We know many of you are trying to adjust your reservations, which has resulted in delayed responses from our Guest Experience team. Please know that we are working as quickly as possible to respond and address each guest's concerns. 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. At TurnKey, we have responsibilities to both guests and homeowners, and in this rapidly-changing environment, we are trying to do the right thing for everyone involved. With that in mind, we have made adjustments to our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a new booking up to 18 months in the future. We will also guarantee your current rate when booking the same home for the same dates next year. For complete details regarding our policy, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
We appreciate you taking the time to share this feedback and strongly empathize with you and many others whose travel plans have been impacted by COVID-19. We would also like to sincerely apologize for any trouble you've experienced trying to reach us. We know many of you are trying to adjust your reservations, which has resulted in delayed responses from our Guest Experience team. Please know that we are working as quickly as possible to respond and address each guest's concerns. 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. At TurnKey, we have responsibilities to both guests and homeowners, and in this rapidly-changing environment, we are trying to do the right thing for everyone involved. With that in mind, we have made adjustments to our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a new booking up to 18 months in the future. We will also guarantee your current rate when booking the same home for the same dates next year. For complete details regarding our policy, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 30th, 2020
Mitch O New Richmond, WI
Absolutely the worst experience I have had with any vacation rentals. Along with many others, we are facing travel restrictions and forced to make a decision of traveling while in a state of emergency due to the coronavirus pandemic or stay home and lose out on $4000.00. I sat on hold for over 3 hours and gave up, My wife texted them asking for help with a similar response. When we were finally able to hear from the company, it was via text message in the early hours of the morning with their canned attempt at a reasonable response. They are standing firm, pushing their travel insurance policies but after researching this policy, cancellations for pandemic reasons are not covered so if you did purchase the outrageous cost of insuring your next vacation, you will be out those funds as well. The issues that we are all facing today are extenuating circumstances that cannot be predicted or prevented and standard policies shall not apply. Turnkey needs to review the exceptional customer service strategies that other rental companies are following today as they are your competition. I will not use this company again, I will not recommend this company to anyone and I will be placing a complaint with the BBB. As they have no concern for my or any other customers bottom line, I hope this review is seen by others and Turnkey is equally impacted beyond any financial gains.
P.S. Turnkey, please do not reply to this message. I need nothing from you, just warning others of how horrible this company really is.
6 years ago
Reply from TurnKey
Hi Mitch,
We appreciate you taking the time to share this feedback and empathize with you and so many others whose travel plans have been impacted. We would also like to apologize for the delays you experienced while trying to contact us as we have been experiencing significantly high call volumes. The current situation with COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders. 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. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. With that in mind, we have adopted a Cancellation Policy, similar to Southwest Airlines and many others in the travel and hospitality industry, to allow current reservation holders to cancel and receive a credit that can be applied to a booking up to 18 months in the future. Additional details regarding our policy changes can be found in our recent COVID-19 blog post. If there is anything else we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey VR Team
We appreciate you taking the time to share this feedback and empathize with you and so many others whose travel plans have been impacted. We would also like to apologize for the delays you experienced while trying to contact us as we have been experiencing significantly high call volumes. The current situation with COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders. 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. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. With that in mind, we have adopted a Cancellation Policy, similar to Southwest Airlines and many others in the travel and hospitality industry, to allow current reservation holders to cancel and receive a credit that can be applied to a booking up to 18 months in the future. Additional details regarding our policy changes can be found in our recent COVID-19 blog post. If there is anything else we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey VR Team
Mar. 23rd, 2020
Wearytraveler1 Lemont, IL
Turnkey Vacation Rentals - DO NOT USE THIS COMPANY.
Price gouging customers during Covid-19! Unreal. I thought it was a little ridiculous that because we have to cancel due to a global pandemic we are given a credit and have to rebook within a year. This can be really tricky for most families. But- I tried to think of the other side- homeowners will be taking a hit and so we looked up next year’s school spring break and I called to re-book.
I was on hold for 3 hours. When my call was finally answered- I was told that the cost to re-book was MORE THAN DOUBLE.
Just to clarify: I was booking the same property, the same week (just one year later) same amount of people, through the same company.
What a scam.
And now I see it’s happening to all of us gullible enough to book through this terrible company.
This is just the beginning of my posts on social media and have already sent correspondence to the Texas Attorney General.
I’ve never had such a terrible experience with a vacation rental company.
Shame on you, Turnkey.
6 years ago
Reply from TurnKey
Hello,
Thank you for taking the time to share this feedback with us. Please know that we empathize with you and so many others who have been affected by COVID-19. We are currently balancing the needs of multiple stakeholders while navigating this unprecedented and constantly evolving landscape. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. For this reason, we have made updates to our Cancellation Policy to align with Southwest Airlines and many others in the travel and hospitality industry. Current reservation holders may cancel and receive a credit that can be applied to a booking up to 18 months in the future. Just like prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the home for the same dates next year, we will guarantee the same pricing. If there is anything else 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 who have been affected by COVID-19. We are currently balancing the needs of multiple stakeholders while navigating this unprecedented and constantly evolving landscape. These are difficult times for travelers and homeowners alike, and we are trying to do the right thing for everyone involved. For this reason, we have made updates to our Cancellation Policy to align with Southwest Airlines and many others in the travel and hospitality industry. Current reservation holders may cancel and receive a credit that can be applied to a booking up to 18 months in the future. Just like prices for airline tickets and hotel rooms, our rates fluctuate throughout the year, especially when booking far in advance. However, if a guest has paid in full for their reservation and wants to rebook the home for the same dates next year, we will guarantee the same pricing. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 23rd, 2020
Dustin Torrance, CA
Horrible experience. My wife and I booked a trip for the end of March 2020. Both our home city and rental city, Palm Springs, is located in California. As of today 3/20/2020, the entire state of California is ordered to "stay at home" due to COVID-19. I called Turnkey to ask for a refund. They don't answer their phones, texts, DM, nothing! When you finally get someone, they are a robot that insistently refuses to give a refund no matter what. Doesn't matter what's going in the world or what your personal situation is, they don't care. In fact, they said it was ok to go ahead and continue with my initial reservations! Seriously, they don't get it. Once they have you sign that rental agreement, they'll squeeze everything out of you. I'm never ever doing business with them again and neither should you.
6 years ago
Reply from TurnKey
Hi Dustin,
Thank you for sharing this feedback, and we're so sorry to hear your experience with us wasn't as great as it should have been. We know many of you are trying to adjust your reservations at this time, which has resulted in long wait times with our Guest Experience team. We appreciate your continued patience as we adjust to this constantly evolving situation. COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders. Please know that 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, we are trying to do the right thing for everyone involved. For this reason, we have made changes to our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. For complete details, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Thank you for sharing this feedback, and we're so sorry to hear your experience with us wasn't as great as it should have been. We know many of you are trying to adjust your reservations at this time, which has resulted in long wait times with our Guest Experience team. We appreciate your continued patience as we adjust to this constantly evolving situation. COVID-19 is unprecedented, and we (a property management company) are balancing the needs of multiple stakeholders. Please know that 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, we are trying to do the right thing for everyone involved. For this reason, we have made changes to our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. For complete details, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 22nd, 2020
Chris E Las Vegas, NV
Given the ongoing National Crisis that impacted our vacation and travel plans, TurnKey Vacation Rentals failed to step-up and do whats right. We needed to cancel our reservation and TurnKey did not offer me any refund for our vacation rental reservation. Unlike other more compassionate companies like Delta who were able to overlook their cancellation policy and gave me an option if I wanted credit or a full refund. TurnKey only offered me a non-transferable credit to use ONLY towards the same property within 1 year. It would had been more fair if the credit was transferable to other properties with no expiration. We will definitely not use TurnKey in the future and will strongly advice anyone to stay away from TurnKey for any vacation rental needs.
6 years ago
Reply from TurnKey
Hi Christopher,
We appreciate you sharing this feedback and strongly empathize with you and so many others whose travel plans have been impacted by COVID-19. The current situation is unprecedented and rapidly-changing, and we are trying to do the right thing for our guests and homeowners as both groups experience hardships. For this reason, we have adopted a credit policy, similar to Southwest Airlines and others in the travel industry, that allows current reservation holders to cancel and receive a credit that can be applied to a future booking. You will have until February 1, 2021 to make your new reservation with a check-in date prior to October 1, 2021. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
We appreciate you sharing this feedback and strongly empathize with you and so many others whose travel plans have been impacted by COVID-19. The current situation is unprecedented and rapidly-changing, and we are trying to do the right thing for our guests and homeowners as both groups experience hardships. For this reason, we have adopted a credit policy, similar to Southwest Airlines and others in the travel industry, that allows current reservation holders to cancel and receive a credit that can be applied to a future booking. You will have until February 1, 2021 to make your new reservation with a check-in date prior to October 1, 2021. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 22nd, 2020
Gary J Davis Burnaby, BC
As a result of the pandemic I was forced to cancel a lengthy ski trip. Every other place we had booked refunded our money except Turnkey.
Turnkey was very difficult to contact by any means (phone, text, email) and refused to refund anything. Even the booking agency, VRBO, refunded the booking fees, but Turnkey didn’t refund a nickel!
This is a socially irresponsible company. No doubt they will benefit from government programs to keep them in business, even though they kept the money from all their bookings. This is simply greed!
I will never book with them again.
In a time of crisis when everyone has very difficult challenges, Turnkey stands alone as not being considerate of clients.
Shame!
6 years ago
Reply from TurnKey
Hi Gary,
We appreciate you sharing this feedback with us and empathize with you and so many others who have been impacted by COVID-19. We also know that many of you are trying to adjust your reservations, which has resulted in long wait times with our Guest Experience team. We apologize for any inconvenience this has caused and appreciate your continued patience as we adjust to this evolving situation. These are difficult times for travelers and homeowners alike. On the other side of every refund request of a non-refundable booking is a homeowner, another person also experiencing hardship. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
We appreciate you sharing this feedback with us and empathize with you and so many others who have been impacted by COVID-19. We also know that many of you are trying to adjust your reservations, which has resulted in long wait times with our Guest Experience team. We apologize for any inconvenience this has caused and appreciate your continued patience as we adjust to this evolving situation. These are difficult times for travelers and homeowners alike. On the other side of every refund request of a non-refundable booking is a homeowner, another person also experiencing hardship. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. For this reason, we have adjusted our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 22nd, 2020
Laurie Cook Redmond, WA
NEVER EVER use Turnkey Vacation Rentals!
This review is a 0 star!
I am thoroughly disgusted with Turnkey Vacation Rentals! We will NEVER use them again!
Every other company is refunding rental charges because of the world wide covid-19 health crisis!
They give a stock answer about the wording in their cancellation policy, of trying to protect the home owners, however the homeowners aren’t losing out AT ALL since their homes aren’t being used since NO ONE CAN GET THERE!
No one is just casually changing their minds about their trip! We have been forced to cancel our plans.
FAIRNESS and COMPASSION should rule instead of GREED! Turnkey needs to readdress their treatment of clients who through no fault of their own can’t go on the vacation they were planning
6 years ago
Reply from TurnKey
Hi Laurie,
Thank you for taking the time to share this feedback with us. The current situation with COVID-19 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. For this reason, we have made temporary adjustments to our Cancellation Policy, similar to Southwest Airlines and others in the travel industry, to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. If there is anything else 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. The current situation with COVID-19 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. For this reason, we have made temporary adjustments to our Cancellation Policy, similar to Southwest Airlines and others in the travel industry, to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 22nd, 2020
Annie R Loveland, OH
During the.COVID-19 outbreak, one of their employees told me she would go against the CDC and WHO recommendations and travel for leisure. They refused to refund hundreds of people who booked with them and were affected by the corona virus. They offered unethical vouchers. And said if you rebooked with your voucher you’d have to pay the difference if price went up and they wouldn’t refund if price went down. They’re crooks. This is illegal price gauging. They took advantage of people affected by a national emergency and HomeAway stood with them. Stay far away from this horrible company! The travelers insurance they recommend wouldn’t cover anyone. They’re all liars and crooks who misled consumers and took part in unethical business practices during a time of emergency.
6 years ago
Reply from TurnKey
Hi Annie,
We appreciate you taking the time to share this feedback and empathize with you and so many others who have been impacted by COVID-19. The current situation is nothing like we've ever seen, and we are trying to do the right thing for our guests and homeowners while navigating this constantly evolving landscape. For this reason, we have updated our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. Please know that our rates fluctuate throughout the year, especially when booking far in advance. However, if you have paid in full for your reservation and want to rebook the home for the same dates next year, we will guarantee you the same rate. Our pricing system can't do this automatically, so it will require a call to our 24/7 guest support line to coordinate your booking. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
We appreciate you taking the time to share this feedback and empathize with you and so many others who have been impacted by COVID-19. The current situation is nothing like we've ever seen, and we are trying to do the right thing for our guests and homeowners while navigating this constantly evolving landscape. For this reason, we have updated our Cancellation Policy to allow current reservation holders to cancel and receive a credit that can be applied to a future booking. Please know that our rates fluctuate throughout the year, especially when booking far in advance. However, if you have paid in full for your reservation and want to rebook the home for the same dates next year, we will guarantee you the same rate. Our pricing system can't do this automatically, so it will require a call to our 24/7 guest support line to coordinate your booking. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 22nd, 2020
Dana Curtis Lexington, KY
turnkey class action lawsuit. Find attorney. They canceled my reservations and kept my money. Because I called my bank to get my money back I get a threatening email stating that I have no credit and no. Refund. TurnKey breached the contract on myself and thousands of others. Google TurnKey class action lawsuit and let's join together and get our money back. TurnKey is the worst. Do not use TurnKey for any reason. They are unethical in this very stressful time for Americans. You only get texts patented answers. After reviewing all the social platforms there are thousands of us out there. They had a social article last year that they raised 48 million dollars for expansion so they can take that 48 million dollars and pay all of us back our money in a class action lawsuit. Legally and morally we are right.
6 years ago Edited September 14, 2021
Reply from TurnKey
Hi Dana,
Thank you for taking the time to share this feedback, and we're so sorry to hear about the issues you've been experiencing while trying to reach us. We know many of you are concerned about travel at this time and are trying to adjust your reservations, which has resulted in long wait times with our Guest Experience team. Looking at our records, it appears that we've since connected with you and provided further details regarding the temporary updates to our Cancellation Policy in light of COVID-19. If there is anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey VR Team.
Thank you for taking the time to share this feedback, and we're so sorry to hear about the issues you've been experiencing while trying to reach us. We know many of you are concerned about travel at this time and are trying to adjust your reservations, which has resulted in long wait times with our Guest Experience team. Looking at our records, it appears that we've since connected with you and provided further details regarding the temporary updates to our Cancellation Policy in light of COVID-19. If there is anything we can still do for you, please don't hesitate to reach out and let us know. -The TurnKey VR Team.
Mar. 20th, 2020
Kris Cree Plainfield, IN
For years My family has used HomeAway/VRBO for vacation rentals. Saving for each vacation for months ahead of time and always paying in full. I have spent 2 days asking the same question of the company and the only way I can get a response is via text as they are not answering their phones or emails. I am getting repeatedly the same response they they are sorry for the inconvenience, but there will be no refunds. Except that hasn’t been my question until tonight, after 2 days of terrible service, it is unacceptable business. I simply wanted to know if the gated community we have reserved was still open and what happens if they should close as they are in Florida. Same robot response each time. I am disputing the charge on my cc and reporting to BBB, I hope this company is out of business by the time this is all said and done. Also please don’t waste your robot response on my review as it just makes you look even more ridiculous!
6 years ago
Reply from TurnKey
Hi Kris,
Thank you for taking the time to leave this review. We are so sorry to hear about the troubles you've experienced trying to reach us as we have been experiencing significantly high call volumes. Please know that we have made temporary changes to our Cancellation Policy in response to the unprecedented and constantly evolving situation with COVID-19. Current reservation holders can now cancel their booking and receive a credit that can be applied to a future reservation. For complete details, please visit our recent blog post. If there is anything else 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 are so sorry to hear about the troubles you've experienced trying to reach us as we have been experiencing significantly high call volumes. Please know that we have made temporary changes to our Cancellation Policy in response to the unprecedented and constantly evolving situation with COVID-19. Current reservation holders can now cancel their booking and receive a credit that can be applied to a future reservation. For complete details, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 18th, 2020
Chris M Toronto, ON
I honestly cannot believe that TurnKey is so shortsighted as to deny credit for future travel at a safer time, given that the US is under a state of national emergency. I completely understand that businesses are suffering during this difficult time, yet I only requested to rebook at a future time , but I was denied on the phone. I also then sent 5 emails and received no response. TurnKey should look to the respectable example set by other travel companies such as Air BnB if they hope to retain customers. We all want to do the socially responsible thing and protect our vulnerable populations by avoiding travel . I cannot understand TurnKey’s position to refuse credit for future bookings. I also don’t appreciate their blanket response to “ purchase travel insurance” as some plans do not cover pandemics unless one is quarantined or ill.
6 years ago
Reply from TurnKey
Hi Chris,
We appreciate you taking the time to leave this review and strongly empathize with you and so many others who have travel restrictions or prefer not to travel at this time. The current situation with COVID-19 is rapidly changing, and we (a property management company) are balancing the needs of multiple stakeholders during these unprecedented times. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. 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. These are difficult times for travelers and homeowners alike. With that in mind, we have made the following change to our Cancellation Policy in order to find a positive solution for our guests. Since your reservation was booked prior to March 14, 2020, with a check-in date between March 14, 2020 and April 16, 2020, you will be issued a full credit that can be be used to pay for a future reservation at the same home. For further details, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
We appreciate you taking the time to leave this review and strongly empathize with you and so many others who have travel restrictions or prefer not to travel at this time. The current situation with COVID-19 is rapidly changing, and we (a property management company) are balancing the needs of multiple stakeholders during these unprecedented times. At TurnKey, we have responsibilities to both guests and homeowners, and we are trying to do the right thing for everyone involved. 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. These are difficult times for travelers and homeowners alike. With that in mind, we have made the following change to our Cancellation Policy in order to find a positive solution for our guests. Since your reservation was booked prior to March 14, 2020, with a check-in date between March 14, 2020 and April 16, 2020, you will be issued a full credit that can be be used to pay for a future reservation at the same home. For further details, please visit our recent blog post. If there is anything else we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 17th, 2020
Willaim Pierce Cupertino, CA
This company (TurnKey Vacation Rentals)has no ethics. They are driven by money only. Greedy people. Do NOT RENT A PROPERTY FROM THEM!
I rented a house back in June for coachella and now there are
3 new coronavirus cases reported in Coachella Valley and the concert will be cancelled. They refuse to give me my $4000 deposit back because 72 hrs passed since I made the reservation. Company Policy. The real policy is screw the customer no matter what. Who cares if people are dying. They don't. So they clearly will not care about you!
Do the world a favor and say NO THANKS to these GREEDY companies like TurnKey Vacation Rentals!
6 years ago
Reply from TurnKey
Hi William,
Thank you for taking the time to share this feedback, and we are so sorry to hear your upcoming travel plans have been disrupted. Since unforeseen circumstances, such as COVID-19, can come up at any time, we highly recommend that our guests purchase travel insurance, which oftentimes covers these situations. We would also like to clarify that we only collected a 10% deposit at the time of booking, just under $400, and the remaining cost was not charged to you. 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, and we are so sorry to hear your upcoming travel plans have been disrupted. Since unforeseen circumstances, such as COVID-19, can come up at any time, we highly recommend that our guests purchase travel insurance, which oftentimes covers these situations. We would also like to clarify that we only collected a 10% deposit at the time of booking, just under $400, and the remaining cost was not charged to you. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Mar. 13th, 2020
Mark San Francisco, CA
Place was great clean and full of fire wood to make a cozy fire. Great location only 4 miles from Breckenridge so many things to do there and the views were amazing
6 years ago
Reply from TurnKey
Thanks Mark! We're so glad you enjoyed your stay and the home's amenities. We look forward to hosting you again soon! –The TurnKey Team
Feb. 21st, 2020
Adam Rose Arvada, CO
Bed Bugs!!!!! Property management did nothing to resolve.
-7 am on a ski vacation in Steamboat Springs I woke up covered in bedbug bites. I understand as unfortunate as this is, with the number of travelers coming through its always a possibility. The office opened at 8 so we waited to talk to someone in person. The office manager informed us its Turnkeys issue, not Sunclouds.
-8:00am-We called TurnKey, let them know we would not be wanting to continue staying in the room. They apologized and said they would have a bug person out within an hour. They informed us not to leave, if we wanted any compensation or refund the specialist needed to see bites in person. 2 hours later no one had shown up.
-10 am-We called back, they said they would have the local TurnKey rep, Britney G get ahold of us. She informed us she would have someone from Orkin out within an hour. Another two hours passed.
-Noon- Now 1/2 into our ski day and still in a bedbug infected unit, we called Turnkeys customer service and spoke to a manager named Susan. Susan said she was on it, someone would be there with in an hour...
-2pm-Now 7 hours into our ski vacation we called Susan back. We were told she couldn't do anything without the local reps approval. The local rep said she couldn't do anything and we needed to speak to customer service (Susan). At this point we had lost a full day of our vacation, had no where to stay and no options of finding a comparable spot. Britney texted and told us to get on with our day (day skiing ends at 3:30)
-Not only were we not reimbursed for our stay, TurnKey tried charging us for the remaining days we had booked. two days later he bug specialists still hadn't come. The situation could have been easily resolved. Instead they pointed fingers at each other claiming no responsibility and had us remaining in an infested unit. On top of all this we were forced to throw out things like ski boots, and helmets that could not be heat cleaned to avoid contaminating our own homes.
6 years ago
Reply from TurnKey
Hi Adam,
Thank you for taking the time to leave this review. We would like to sincerely apologize for any inconvenience you experienced and can also understand your frustration with our untimely follow-up to the bed bug concern. Please note that our local Field Operations Team immediately contacted a pest control vendor to come out and test the unit after receiving your call. Unfortunately, the vendor had limited availability due to it being a Sunday and was unable to visit the property as quickly as they had originally anticipated. That being said, this does not excuse our lack of communication, and we want to assure you that we will be using this incident as a coaching opportunity to prevent similar problems moving forward. We're relieved to report that any tests for bed bugs came back negative and see that a copy of this report from the pest control vendor was sent directly to you. 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 any inconvenience you experienced and can also understand your frustration with our untimely follow-up to the bed bug concern. Please note that our local Field Operations Team immediately contacted a pest control vendor to come out and test the unit after receiving your call. Unfortunately, the vendor had limited availability due to it being a Sunday and was unable to visit the property as quickly as they had originally anticipated. That being said, this does not excuse our lack of communication, and we want to assure you that we will be using this incident as a coaching opportunity to prevent similar problems moving forward. We're relieved to report that any tests for bed bugs came back negative and see that a copy of this report from the pest control vendor was sent directly to you. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Feb. 14th, 2020
Dana Morin Maiden, NC
So easy to book online and receive all the info thru Emails. House was exactly what we expected. We will definitely book our next vacation with Turnkey Vacation Rentals!
6 years ago
Reply from TurnKey
Thank you, Dana! We truly appreciate you sharing your experience. We can't wait to host you again soon! –The TurnKey Team.
Jan. 30th, 2020
a. Albuquerque, NM
Worst Experience Ever. Don't rent this property !
This property is directly under the main runway flight path of WPB airport. The big Boeing 777's fly very close over the property 18 hours+ a day. And there's also a train that goes by all the time a block away. We couldn't stay even one night. TurnKey Vacation Rentals, the booking agent/property managers, where unwilling to move us to another location even after escalating to supervisors. And they lied to us after the fact as well. TurnKey also emailed that they don't pay the cleaning people if there's a bad review for cleanliness..that's terrible. VRBO did come through for us to assist after all other efforts failed and we really appreciate that they are a responsible company for this misrepresented property. Love VRBO. We will never rent another TurnKey Vacation Rentals property again.
#don'tRentTurnKeyVacationRentals #TurnKeyVacationRentalsBadCompany
6 years ago
Reply from TurnKey
We're terribly sorry for your experience staying with us. We always try to create listings with 100% accurate information and images, including a virtual tour and digital floor plan, as well as a map of the local area. However, when it comes to our housekeepers, we not only pay them above market rates but always pay when a job is completed – this is a highly important distinction for our organization and how we work with our housekeeping vendors. We're sorry if there was any confusion on that point from our representative, but glad you were able to reach us through our 24/7 guest support line. Thank you for staying with TurnKey and we hope to have the chance to earn your trust in the future. –The TurnKey Team
Jan. 30th, 2020
Suzanne T. Bloomfield Hills, MI
Information provided in advance of the stay was informative. The directions to the property and the instructions for accessing the house were easy to follow.
6 years ago
Reply from TurnKey
Hi Suzanne -- we're so glad our communications were helpful and easy to follow; that's our goal! Thank you again for staying with TurnKey and we look forward to hosting you again!
Dec. 6th, 2019
LaPresa King Snellville, GA
Have a heart
We booked a rental for a girls trip and yes it was within 2 weeks of our expected arrival date. However, one of our friends mother was placed on hospice a day after we booked and we decided to be here for her and give her time to deal with things. I reached out to see if we could push the date out a month on this paid in full rental and was told that because it was within 30 days of our check in date there was nothing that could be done. I emailed and called and was told the same thing. I do understand policy but we were willing to pay the additional amount that they quoted us online before declining our request. However, I just feel that you all could've had a little compassion during this unfortunate circumstance.
6 years ago
Reply from TurnKey
Hi LaPresa,
Thank you for taking the time to leave this feedback, and we’re so sorry to hear you were unable to make your trip. With regard to canceling a stay, our cancellation policy can be found on our website and is also referenced in our Guest Agreement, which our records indicate was acknowledged and signed. We understand that unexpected events do occur and offer trip insurance to help prevent loss of payment should you need to cancel due to sickness, bad weather, job loss, and more. This offer is made available at multiple stages throughout the booking process. If there is anything else we can do for you, please reach out to our 24/7 guest hotline and let us know. -The TurnKey VR Team
Thank you for taking the time to leave this feedback, and we’re so sorry to hear you were unable to make your trip. With regard to canceling a stay, our cancellation policy can be found on our website and is also referenced in our Guest Agreement, which our records indicate was acknowledged and signed. We understand that unexpected events do occur and offer trip insurance to help prevent loss of payment should you need to cancel due to sickness, bad weather, job loss, and more. This offer is made available at multiple stages throughout the booking process. If there is anything else we can do for you, please reach out to our 24/7 guest hotline and let us know. -The TurnKey VR Team
Feb. 14th, 2020
Ashley B Los Angeles, CA
This was my first time using this service and it will be my last as I regrettably had the worst experience last night.
I would love to take the next few paragraphs to detail out how Turnkey completely ruined an incredibly special weekend, and I got nothing more than an incredibly insincere apology.
My husband and I got married on 10/20/18 in Ventura, CA. We knew that we wanted to go back for our anniversary and celebrate in Ventura on our 1 year! So in March, I booked what I thought was going to be a blissful, romantic weekend. I have attached my confirmation email that I received on 3/8/19.
Fast forward to present day, my husband and I drive 2 hours from Los Angels and arrive to our “Charm and Whimsy” house in Ventura. I text and call to get the code, however to our complete shock- someone is already in the house. So while on the phone with a representative, I tell her the newly discovered surprise and she assured me “the system shows you’re the only one who should be occupying the rental”. So we go back to our cars and wait for her to call us back. It’s now 9:45 pm on Friday, October 18.
She calls us back and tells us they are sending someone out there to assess the situation. So now we wait for someone else to call. A man in operations gives us a call and says he’s going to get down to the bottom of this, stay tuned. We wait another 20 minutes. By this time we are now driving around the city to different hotels because everything is showing sold out on travel sites. We get a call- and lone behold- they don’t know what went wrong but they are going to work on finding us a new location since that one is occupied. Someone else now will be calling us to relocate us. It’s now 10:30 pm.
We find a local bar and grab a beer because we are so upset with the situation and have no where to go. Every hotel is booked, there are no AirBnB’s for 20 miles and it would take us 1.5 hours to drive back to Los Angeles.
We finally get a call at 11:15 pm. The woman on the phone tells me that Turnkey has absolutely nothing available to re-home us. I told her that was absolutely unacceptable and I wanted to know why this happened? She said she didn’t have any notes, she’s not a part of the investigating team and her job is just to try and find a different location- and she has nothing for us.
Hurt, offended, disgusted with this experience would be an understatement. You demand that customers pay you in full days prior to the stay, which I obliged. Yes, I got my money back. But to continue the story- we finally got a room at the Crowne Plaza which is $300 a night and got to our room at 12:00 AM.
The worst part is- they don’t have occupancy for Saturday. So we will have to drive back to LA and miss celebrating our actual anniversary in Ventura. Also- to point out that since we got to the room at midnight and check out is at 11 am, we paid $300 for 11 hours. We both work very hard and planned and saved for this vacation- hence the fact that we didn’t take Friday off and didn’t arrive until 9:30 pm in Ventura.
You ruined what was supposed to be a beautiful weekend. And with no explanation, no solution, no care for how this impacted me, you gave a refund and washed your hands clean of the situation.
I’m disgusted as to how I was treated, I’m annoyed that your system wasn’t smart enough to detect a double booking (my guess),and I’m angry that I planned, paid and did my part as the customer and didn’t get what I paid for.
7 years ago
Reply from TurnKey
Hi Ashley,
We appreciate you taking the time to share this feedback and are so sorry to hear about the unfortunate miscommunication that occurred upon arrival to your home. This beautiful cottage sits on a property with a shared space, which we've confirmed is advertised in our listing. For that reason, it is critical that guests closely follow our instructions to ensure proper entrance. Our records indicate that this is where the mix-up occurred. We completely understand the shock and concern for your safety and exhausted all options in order to honor your request to move the reservation. When no other homes in the area were available, we were able to immediately issue a full refund. 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. Again, we sincerely apologize again for this miscommunication and hope you will allow us to host you again in the future. -The TurnKey VR Team
We appreciate you taking the time to share this feedback and are so sorry to hear about the unfortunate miscommunication that occurred upon arrival to your home. This beautiful cottage sits on a property with a shared space, which we've confirmed is advertised in our listing. For that reason, it is critical that guests closely follow our instructions to ensure proper entrance. Our records indicate that this is where the mix-up occurred. We completely understand the shock and concern for your safety and exhausted all options in order to honor your request to move the reservation. When no other homes in the area were available, we were able to immediately issue a full refund. 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. Again, we sincerely apologize again for this miscommunication and hope you will allow us to host you again in the future. -The TurnKey VR Team
Feb. 14th, 2020
Ellen Mudrovich Fort Worth, TX
We will never rent from this company again. I can’t believe this house is safe. KWe 1 bed missing, broken porch bannister, bad septic tank (stinky yard), dirty diaper hanging in a tree by the pool, dead potted plants, no dishcloths or towels, black mold/dirty air vent by master (eye level), part of blender top missing, master bath door won’t stay closed, ants in one bathroom crawling into tub, ceiling fan remote broken, wobbly chairs in both eating areas-the legs aren’t secure, rusty nails on uneven planks on porch, abed was missing, but not one extra blanket for the guest who slept on the couch.
7 years ago
Reply from TurnKey
Hi Ellen,
Thank you for taking the time to leave this review. We would like to sincerely apologize for the issues you encountered and for any inconvenience this caused as well. 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 immediately send someone out to repair the septic tank, and we are so glad you called our 24/7 guest hotline to let us know about it. Our records indicate that our local Field Operations Team offered to stop by the home and address your remaining concerns, but we were denied access to the property. Please know that we are following up on everything else you've mentioned and will make sure your cleanliness feedback is shared with Housekeeping and any outstanding maintenance items are handled as needed. Although it doesn't change things, we appreciate you accepting the compensation we were able to offer. 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 encountered and for any inconvenience this caused as well. 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 immediately send someone out to repair the septic tank, and we are so glad you called our 24/7 guest hotline to let us know about it. Our records indicate that our local Field Operations Team offered to stop by the home and address your remaining concerns, but we were denied access to the property. Please know that we are following up on everything else you've mentioned and will make sure your cleanliness feedback is shared with Housekeeping and any outstanding maintenance items are handled as needed. Although it doesn't change things, we appreciate you accepting the compensation we were able to offer. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Feb. 14th, 2020
Angela Swartzell Plymouth, IN
This was our first and last stay with turnkey. We went to the Pigeon Forge area for 3 nights and the cabin was definitely not as clean as it should have been. The view they promised was nothing but solid woods which is very misleading.
There were dirty underwear hanging on one of the beds. There was dog hair on the tables, rugs, couches, general floor area. There was a pile of dog poop on the deck. It was supposed to be stocked with basic cooking spices but it didn't have anything. The ice trays in the freezer were dirty. The bed sheets were wrinkled like they hadn't been washed. The list just goes on.
I messaged Turnkey and told them of the issues and they said they would have a team out there to clean it and would call before coming but no one ever came or called. I will not return to any of the Turnkey properties.
The cabin it's self is dated but nice. The beds are also doubles not queens and are very squeaky.
I pulled all the linens/blankets and towels before I left and put them in the wash. We had to wash our sheets before sleeping, the cleaning company did not do its job.
As stated the cabin it's self is a nice cabin but it wasn't a pleasant stay for us with the cleanliness issues, I came to relax not do chores.
I also do not suggest this cabin for small children unless they stay on the deck (which has a gate) there is no yard space to play in safely. The deck however is large enough to play on though so it was fine for us.
Cabin is about 10 minutes from town, the driveway it's self is 3 minutes long. There is an amazing little store just down the road about 45 seconds from the driveway end. Cabin is Very quiet peaceful wooded area near Wears valley.
I posted my review on the cabins Facebook page, their response? Turning off the ability to leave or see reviews left. Apparently they don't want people aware of any negative reviews.
Neither place has contacted me about a resolution for the inconveniences during our stay, you would think I would at least get my cleaning fee refunded or a partial refund in general since the house clearly wasn't clean
7 years ago
Reply from TurnKey
Hi Angela,
Thank you for taking the time to share this feedback with us. 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've since followed up with our local Field Operations Team to address this incident and ensure guest issues are handled in a timely manner moving forward. We will also make sure each of your cleanliness concerns is addressed with our Housekeeping Team. Although it doesn't change things, we appreciate you accepting the compensation we were able to offer. 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. 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've since followed up with our local Field Operations Team to address this incident and ensure guest issues are handled in a timely manner moving forward. We will also make sure each of your cleanliness concerns is addressed with our Housekeeping Team. Although it doesn't change things, we appreciate you accepting the compensation we were able to offer. If there is anything we can still do for you, reach out anytime and let us know. -The TurnKey VR Team
Feb. 14th, 2020
nana Minneapolis, MN
Never book with Turnkey ever again. they had to cancel our rental house in Florida due to safety concerns. Just a month before we arrives to the rental house. But the funny thing is that my husband messaged the owner of the house rental and asked her why they cancel our rental house just a month before and she said that its not their fault, it is Turnkey fault for cancelling our reservation for the house. Because they were having issues with other company rentals too. And they also told me that the owner decided not to rent it anymore but it was just a coverup story. Don't try to make up a cover up story behind the real story. There's always two sides of the story. But like why didn't they tell me months ago that they need to cancel my reservation so that I can find a new house to rent instead of telling me only last min, and I booked it back in feb 2019 and my trip is in may already. Like they say in order to book the rental house, you must book 2 months ahead but there was no way we can book a house rental in 30 days before our arrival. I'm sorry but this is some bull. I am angry but thank goodness I got a better deal with the owner for the house I reserved for. Turnkey I rate you at a 0. No good.
7 years ago
Wendy Southlake, TX
People should RUN away regarding ANYTHING that has to to with this company. Stayed in a condo in Galveston, TX through air bnb and had nothing but trouble from the start. The keypad didn't work, and we were told it would be an hour before anybody would even respond. There was a broken window (that the local contact person had informed us about via text). The coffee cups were moldy. The smoke detector battery started to chirp at 10:00 at night, and the point person told us to find a way to "knock it off the ceiling." These issue could all be overlooked, however, upon our arrival when walking into the master bathroom, there was black hair all on the master bathroom floor, intertwined in all of the 3 bathmats, and pubic hairs on the back of the toilet where the toilet bolts to the floor. If that was not bad enough, when climbing into the master bed for the night, when the covers were turned back, the bed was FULL of human hair! Obviously, the sheets were not laundered. In thinking we could maybe sleep on the pull out couch in the living room,, upon pulling it out, there were bugs crawling around on top of the pull out bed. (We have video proof). We paid $675.00 to stay here, and TurnKey offered a $55 discount? Are they kidding? The person who was staying in the master suite had to geo get a local hotel room, because of the unacceptable living conditions in the master quarters. This company has no business managing anything to do with the hospitality industry.
7 years ago
Jessica South Padre Island, TX
Do not list your property with Turnkey. We listed 6 properties with them and they have cost us significant amounts of money. They have continually lied to us. Our properties have deteriorated. They had a $60,000 loss in revenue with them. They nickel and dime you for all kinds of charges. They say the guests pay for damage, but in 7 months that has never happened. They even claim things like broken lamps and beds are "wear and tear". They took our new linens and mixed them with other owners old linens after promising to keep our linens on our property. They add all kinds of charges to each statement that are incorrect. They say they take 18% commission, but they also charge the guest 14.5% and then pass the credit card charge onto to you, so it is truly at 35.5% commission they are taking. We have had our business for 9 years and they have single handedly run it into the ground in 7 months. Please stay away from them if you want to be able to keep your vacation business running. The only good thing I can say is that their cleaning crew does a decent job.
7 years ago
Alyse Oakland, CA
This is the worst experience I have had renting...
This is the worst experience I have every had renting a property. Our group of 7 people rented a 4 bedroom house in Tahoma, CA near Lake Tahoe and we have no hot water for showering. Despite multiple calls to Turnkey, the only action which they seem to take is, “Yes, we understand your issue.” No plumber has showed up and no ETA of a plumber has been provided.
Our entire group has been skiing and snowboarding all weekend and we are all sweaty and in desperate need of a shower.
The dishwasher also isn’t working because there is no hot water.
This is beyond unacceptable and unprofessional. TurnKey also will not let our group check out beyond the 10 AM time tomorrow and did not let us check in early, which makes me very nervous they’re going to continue with their other reservations and take people’s MONEY WITHOUT ANY PROFESSIONAL CARE. DO NOT RENT THRU TURNKEY. The people who own this house are getting ripped off for using such an unprofessional and negligent property management company.
7 years ago
Lance Rogers Cypress, TX
Stayed at a house in Galveston. The house was semi clean upon arrival. While checking everything I found that several storm shutters were missing and 2 on back side looking out to the beach would not open at all, 1 in the master bedroom would not open. They left the gas grill with 2 empty propane tanks, making the grill useless until late Thursday night. The lights for the deck did not work, which meant you could not eat or even enjoy the deck after dark. None of the lights worked in the master bedroom. The 200 lb metal gate they had installed from covered parking area to stairs of house had a broken hinge at the top, fell barely missing us. I had to use a plastic chain to hold the gate up against the wall so that it did not completely break or fall on anyone. 2 of the ceilings fans did not work until I found numerous remotes and reprogrammed them. One of the AC/Furnace units had a short and froze up. Took 12 hours to get someone to come out and fix it, leaving 3 bedrooms at 55 degrees with the temperature being high 40 outside. Once unit was fixed I had to pick all the ice up that was dropping from the main flow line onto the floor and melting leaving a mess. It took 1.5 hours to scramble 6 eggs due to 75 percent of the burners on stove top did not work and the ones that did would not get hot enough to cook. Advertised that the home had 2 fireplaces one in master bedroom and the other in downstairs living area, found out that the gas line for the fireplaces were completely rotted out so neither of the fireplaces worked. While staying at the house the rotten gas line fell off the house and blocked the beach access gate. Luckily no one happened to be walking through the gate at the time. I found air filters stored around the water heater in a small closet. Several safety hazards that were never address or fixed during our stay. I contacted TurnKey three separate times and received I’m really sorry but we will get someone to call you back shortly, so we can get them out there to fix the problems. Each time I never received a call back from anyone in maintenance or the Service Manager Ashley H. I did find out that Mrs. H made notes in the case stating she called me. This is untrue I was never contacted by her or anyone to come out and take care of any of the issues. I found that this company and the people they have working for them do not care about the customers or the homeowners, due to leaving the door wide open for a homeowner to be sued.
7 years ago
christine Racine, WI
Turnkey is Horrible! When we arrived at a rental in Cape Coral,Fl. The pool was not heated,(as it said in the description)It looked nothing like the picture(landscaped with sunshine coming into pool) we couldnt even see the sun with all the trees! There was dirt And hair on the bed sheets and pillows , there were bugs on the counters,in the bathrooms and on the walls, the keurig had old water in it and black mold inside. When we called turnkey, we got the run around forhours as they lied and said they were going to find us another rental,, but after a couple of hours still trying to get us to stay after we told them over and over we are not staying in that filthy place! they finally... Over 3 hours later, said they would refund the money and now its after 6 in the evening and where are we suppoae to go?!We had to call at least 3 different times and they kept putting us off to another person.. I will Never rent a place from turnkey again!
7 years ago
Sue Berry Napa, CA
I called this morning to verify the address of a rental in Kings Beach, only to learn that my families Christmas plans are ruined.
On 1/24/2018 I rented a home in Kings Beach CA for Christmas 2018 on the Turnkeys Vacation rental website. I received a confirmation number and when I entered my credit card information the screen populated a payment schedule showing a balance due today of 198.72 and the rest due 11/22/18 the only other information on the screen was that I could cancel the reservation on or before 1/27/18. Then the next screen thanked me for my booking and gave me a confirmation number.
There was nothing on-line to indicate that I needed to take any additional action to complete the transaction. I called today to get the address and was told I did not have a reservation, that it had been canceled sometime the end of February, because I hadn't replied to an e-mail sent to the e-mail address I had entered on-line. Apparently, there were two e-mails sent and I never saw either one. When I didn't reply to the e-mails, one attempt was made to contact me by phone. As part of the on-line form I was asked for a phone number where I could be reached WHILE TRAVELING. That was the only number requested on the form. One voice mail was left at that number and then the reservation was canceled. No other attempt was made to contact me. They had my street address and could have sent snail mail.
And of course, at this time they do have other rentals in the area, but none that I can afford. Was this just a poor business plan or a scam to get me to spend more money? Not once did the women on the phone own any of this and repeated to tell I was wrong. An apology for the confusion and lack of information would have been nice.
7 years ago
RyRosado87 Washington, DC
I'd hate to give the listing Turnkey manages in San Diego a poor review since it’s in a nice location but unfortunately, the property management company, Turnkey, did an exceptionally poor job making sure this overall experience went well (not the couple that uses them to manage their listing).
Upon arriving at the unit, my partner and I were unable to enter the unit because the keypad lock would not work (after traveling for 6 hours from the East Coast this was a bit frustrating). We struggled for a bit and then called Turnkey customer service. It took several attempts for the keypad to work correctly before being able to enter the unit. This took roughly 45 minutes standing outside.
Once we entered the unit, basic amenities were not prepared for guests including dirty dishes in the dishwasher, no trash bag in the trash can, a bed that sunk and felt like it was about to break and dusty furniture. The only pluses from this unit included it being in a nice location and being spacious with nice AV equipment.
I wanted to give Turnkey the benefit of the doubt before leaving my review, so I called them to sort out the chaotic check-in experience I had at the unit. However, I received an incredibly rude and non-understanding experience when explaining this to Turnkey customer service. I was evaluated on my discomfort and inconvenience by the number of minutes and seconds my partner and I were kept waiting outside the unit to have the keypad work correctly and also told the basic standards of the amenities were not valid concerns (valid concerns would be plumbing or electricity not working). I had to ask repeatedly to speak to the manager on duty and initially was told I would receive only an apology for the ill-prepared unit we stayed in. They ended up giving me 10% back for the total cost of our stay since they felt that was the appropriate amount for how long and how badly we were inconvenienced.
Renters should also be aware of the very strict cancellation policy they hold. I originally wanted to cancel this reservation but I would lose $500+ if I did so. I had to request Airbnb to assign a case manager for my cancellation inquiry but wasn’t able to get it resolved before other listings were booked up. As a result, I ended up with a unit I never wanted to stay in. Buyer beware.
I feel extremely bad for the couple that offered their home to Turnkey to manage, since the lack of acceptable management was not their fault but the property management company they entrusted to treat their guests well. I have researched this has been the case for other Airbnb renters that use Turnkey, which results in their property being given low ratings. Moving forward, I will not book any listings that use Turnkey to manage the property.
Buyer beware.
Update: Shortly after posting my review, Turnkey reach out to me and offered me additional compensation for my inconvenience. I appreciate the manner to which they tried to reconcile my issues.
8 years ago
Reply from TurnKey
Thank you for updating your review, and again, we were so sorry to hear you felt this way about our service. Here at TurnKey, we strive to offer an impeccable customer service experience so that our guests can have amazing stays at our properties. The experience you had is certainly not up to our high standards. Please be assured we’re checking on everything you’ve mentioned, including how we handled the situation, to make sure we learn and improve from this. If there is anything else we can still do for you, please reach out anytime and let us know. -The TurnKey VR Team
Oct. 11th, 2019
Barry Garrison Westmoreland, TN
My wife and I rented a private pool home from turnkey in October through Vrbo. I have used Vrbo several times and I have never had any problems. Vrbo has been great to work with. This time though, we delt with turnkey who was advertising through Vrbo which I did not realize at first. So my wife and I and our 2 dogs drove 14 hours which took 2 days due to the dogs that were traveling with us. When we arrived we noticed a small building right next to the house we was renting. I walked to the door of the small building and seen that someone was staying in it. We went into the house to find that we was sharing a pool with this smaller unit. This is not what they advertised. We contacted turnkey and they said they would try to find us another house. Long story short and 4 hours later, we were on our own and had to stay in a hotel. It was a nightmare sitting in a walmart parking lot thinking they were trying to help us and the whole time they only had 2 houses available that were pet friendly in the area. We waited all that time because they told us they would fix this for us. It never happened but they did refund our money but I had no access to it because we were 1000 miles from home. Our trip was totally ruined by turnkey.I will never use turnkey again!
8 years ago
Joshua Robinson Kennett Square, PA
Awful pandemic response. Stay away!
We booked a house at the beach for our family this Christmas. Our family came down with Covid last minute so we can’t stay at the property. Turnkey would not help at all. We are not only out the plane tickets, we are out over $2500. VRBO asks all property owners to offer at the very least a partial refund or credit. This company is the lowest of the low. A world wide pandemic and we are out a ton of money. My family is devastated and this makes it even worse.
4 years ago
Reply from TurnKey
Hi Joshua,
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. It looks like you were able to connect with our Guest Experience Team and we are so glad we were able to waive the policy to which you originally agreed when booking your stay and offer a credit for a future visit. We appreciate your patience as we work towards a positive resolution. If there's anything else we can do for you, please reach out anytime and let us know.
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. It looks like you were able to connect with our Guest Experience Team and we are so glad we were able to waive the policy to which you originally agreed when booking your stay and offer a credit for a future visit. We appreciate your patience as we work towards a positive resolution. If there's anything else we can do for you, please reach out anytime and let us know.
Dec. 30th, 2021
Dont Book Here Loxahatchee Groves, FL
DON'T BOOK HERE: If you have any changes at all they will not let you and keep your deposit quoting the fine print. My Daughter put 50% down for a bachelorette get away and 7 weeks before the reservation several of her friends backed out because of COVID, scheduling conflicts etc... She needs to downgrade the rental, NOT CANCEL, and they said too bad and are keeping her deposit. TERRIBLE PEOPLE...
5 years ago
Reply from TurnKey
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.
Sep. 29th, 2021
Jeanneen Bellows Pittsburgh, PA
Turnkey sucks! We rented a condo in Wilmington NC through Turnkey. The washing machine leaked like crazy while we were there and the follow through from the company is horrible. We asked for a refund with no response. There were no written instructions in the condo for how to operate the washing machine (An all in one combo washer/dryer). Just suggest staying away from their rentals
5 years ago
Reply from TurnKey
Hi Jeanneen,
Thank you for taking the time to write this review. We would like to sincerely apologize for any inconvenience you experienced and completely understand your frustration. Your feedback is highly valued, and we try our best to offer the most impeccable service possible. We hope that, if anything arises, guests can conveniently reach us 24/7 on our guest hotline, which is always available via phone/text -- to assist with issues or answer questions. We appreciate that you took the time to voice your concerns through our 24/7 hour guest hotline so that we could quickly assist. It appears our agents were able to quickly make contact with you and schedule a vendor out to the property; however, you had already departed from the property. Please know that since your departure, the washer has been serviced and is working properly. We have also placed signs with instructions on operating the washer to minimize incidents occurring in the future for our guests. Thank you for bringing these important issues to light, as it’s feedback like this that really makes a difference in how we move forward in offering the best service we possibly can to our guests and keeping our properties in perfect shape. If there is anything else we can do for you, please reach out at any time on our 24/7 guest hotline and let us know.
Thank you for taking the time to write this review. We would like to sincerely apologize for any inconvenience you experienced and completely understand your frustration. Your feedback is highly valued, and we try our best to offer the most impeccable service possible. We hope that, if anything arises, guests can conveniently reach us 24/7 on our guest hotline, which is always available via phone/text -- to assist with issues or answer questions. We appreciate that you took the time to voice your concerns through our 24/7 hour guest hotline so that we could quickly assist. It appears our agents were able to quickly make contact with you and schedule a vendor out to the property; however, you had already departed from the property. Please know that since your departure, the washer has been serviced and is working properly. We have also placed signs with instructions on operating the washer to minimize incidents occurring in the future for our guests. Thank you for bringing these important issues to light, as it’s feedback like this that really makes a difference in how we move forward in offering the best service we possibly can to our guests and keeping our properties in perfect shape. If there is anything else we can do for you, please reach out at any time on our 24/7 guest hotline and let us know.
Sep. 27th, 2021
Amber Walker Austin, TX
For Owners: You do not need them unless they offer FULL SERVICE in your area (to include maintenance and cleaning). That is the ONLY scenario in which they might potentially provide value. If not, do it yourself. It's not hard and they make it SP DIFFICULT. Communication is awful, you cannot connect directly with anyone, DO NOT BELIEVE what the sales rep will tell you. They do not deliver on their promises and provide little to no value.
5 years ago
Reply from TurnKey
Hi Amber,
Thank you for taking the time to provide us this feedback, and we're so sorry to hear that you've had a poor experience with our service. Homeowner satisfaction is our top priority and looking at our records, we show that a member of our Homeowner Success team most recently reached out to you to discuss your concerns and how we can make future improvements to our service. We sincerely apologize for any inconvenience you experienced and appreciate your feedback. We show that we've reached an amicable resolution, however, if there's anything else you need please reach out to us and we will gladly answer any additional concerns or questions you may have!
Thank you for taking the time to provide us this feedback, and we're so sorry to hear that you've had a poor experience with our service. Homeowner satisfaction is our top priority and looking at our records, we show that a member of our Homeowner Success team most recently reached out to you to discuss your concerns and how we can make future improvements to our service. We sincerely apologize for any inconvenience you experienced and appreciate your feedback. We show that we've reached an amicable resolution, however, if there's anything else you need please reach out to us and we will gladly answer any additional concerns or questions you may have!
Aug. 24th, 2021
David Shen San Mateo, CA
Stay away with rentals under this company. Their policy is strict and willing to compromise tenant's safety and health. We made a reservation for a vacation house in South Lake Tahoe earlier and found out there is local wildfire, although the fire seems under control, but first there is no guarantee the fire won't be back, secondly, my family member has asthma, which air quality could be an issue. They still don't allow us to change date.
We book it via Airbnb, and they make excuse its Airbnb's responsibility, which is not...bad risk handling, management and greedy.
5 years ago
Reply from TurnKey
Hi David,
We appreciate you sharing these details and empathize with you and your family that your trip was disrupted due to the wildfires. As situations such as this can arise at any moment, we highly encourage guests to invest in travel protection and provide this option within our listing page, including "cancel for any reason" protection. If there is anything else you need, please do not hesitate to reach out to our 24/7 guest hotline and let us know. - The TurnKey Team
We appreciate you sharing these details and empathize with you and your family that your trip was disrupted due to the wildfires. As situations such as this can arise at any moment, we highly encourage guests to invest in travel protection and provide this option within our listing page, including "cancel for any reason" protection. If there is anything else you need, please do not hesitate to reach out to our 24/7 guest hotline and let us know. - The TurnKey Team
Jul. 31st, 2021
Chantal Jackie Linthicum Heights, MD
Avoid this company at ALL COST!. The absolute worst property management company. If you expect to be able to get a hold of someone regarding an issue with your property or guest. Good luck. They never respond and it took weeks to actually get a human being on the phone. They are too big to handle properties like they should. They dropped the ball repeatedly and continue to drop it even after I ended our contract.
5 years ago
Reply from TurnKey
Hi Chantal,
Thank you so much for the feedback. We're sorry to hear that you felt our service was not 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 through call or text, 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. If there is anything else we can do for you, just reach out and let us know! -The TurnKey Team
Thank you so much for the feedback. We're sorry to hear that you felt our service was not 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 through call or text, 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. If there is anything else we can do for you, just reach out and let us know! -The TurnKey Team
Jul. 29th, 2021
