I was very happy with this vacation rental company. Then COVID-19 happened. First they told me it was too early to modify my reservation and to call back. Then I tried calling back for weeks, no answer. I sent an email and got a very closed ended response. I called back again and was told the deposit would still not be refundable and if you wanted to reschedule, you'd have to pay a small fee. Many travel insurance policies do not cover pandemics. If a client loses money on a reservation, why would they ever book with the company again? Right now it's important for vacation rental companies to do the right thing in order to retain business from repeat customers.
You have to maintain the integrity of the business, but they've been the least flexible during this whole pandemic. Something to be mindful of when booking them for 2020 and 2021.
Review by Lordelo1 month ago
Still have not received communication, still have not even received the 50% refund they offered.
I had a reply on my original post that stated for me to reach out via private message....I did so, and still have yet to receive a response.
I had hopes that this company would make things right during such tough and trying times that this world is facing. Unfortunately, I have lost all faith in the intentions and integrity of Vtrips LLC/Vacation Rental Pros.
I will update this post as needed, and I hope that this review helps or prevents someone else from dealing with the frustration I have dealt with.
Review by Drydan Pranatio1 month ago
We had booked a house through VTrips for our Wedding in Gatlinburg for April 11th. Due to stay at home orders and recommendations to stay at home on Gatlinburg's own website, we had to cancel. Customer service was horrible. We finally rescheduled another property with them for June, but the price was substantially lower for this smaller house. Vtrips will not refund the difference. They offered that credit if used to book within 14 days of their email. After we found something close to the difference in price ($216.00), while trying to book, we found that we would be responsible for close to $300 more! A rental rate of $216, but with all the hidden fees, approximately $500! With minimum night stays and all the restrictions and hidden fees they have, it looks like there is no way to use our remaining credit with them without forking out more money!
We've already been through a struggle with cancelling our wedding, honeymoon, etc.... etc... but no sympathy or just human ethics from VTrips. Never again! No wonder they only have a one star rating.
Review by SofiaKaf2 months ago
If you try to rebook for a later date, all the prices are double, so you end up paying twice as much. VRBO, Airbnb, offer refunds for COVID19. I asked for ANY same period in 2021 to replace a 2 week stay in St. Augustine I had paid over $4700 for, and Justin could not give me one at that price. They were all over $6K. I'm sure they have their hand out for stimulus money as well. Very dishonest, very poor customer service.
Review by Tomacie2 months ago
At a time that our Nation is suffering from Covid-19 and economical uncertainty, our country seems to be pulling together for one another in the face of adversity. Not VTrips! They are taking the opportunity to lean on contracts for their advanced profits and furthermore using scare tactics for false legal leverage against their asset; the customer. As you can all see by the number of bad reviews, they are sinking their own boat and digging their own graves.
Our family was forced to forfeit $1,800 to these crooks because our governor mandated a stay at home order to keep our State's people safe. We were offered different dates or 50% of our money back from VTrips. Selecting a different date in an unknowable situation is tough enough, but VTrips gave us Las Vegas odds and proposed that we could take a 50% refund if accepted now or re-book a later date. But, if we book a later date, that date would not be refundable in the event the pandemic situation continues to that re-booked date. And, if we accept the 50% refund, we could not take legal action in the future. This is a shell game company, not a hospitality one.
We were also told that we should have purchased the travel insurance which they sold. After feeling dumb for not doing this, I researched their available insurance to find out that our current pandemic situation is not covered. At least I didn't lose that money too.
In the midst of our cancellation conversation with one of their agents, the gal stated that they were doing this to try to save their company. We're all trying to do the same, but not at the point of stealing from the very folks that support you.
The sincerity of their replies on this sight will be recognized only when they offer refunds to the hurting American people; not re-books.
Review by Marolles2 months ago
Not only is this company NOT refunding money during this crisis they have raised the 2021 rentals rate to make you pay the difference. I am forced to pick new dates....even though I don't know my schedule 12 months from now I just wanted to book the same EXACT vacation I wasn't able to use. which was sat-thursday....but they won't allow that because they are forcing me to do sat-sat, which results in more costs. This is a terrible company. Don't ever use them!! Also good luck actually speaking with anyone.
Review by Xaiyx3 months ago
after A few months of back and forth with this company vtrips and vacation rental pros. They only offered 50% of money back due to the pandemic, finally I was able to get a full refund. After speaking with the lady she informed me that was there new policy for this pandemic and all would get full refunds.
Review by Barragato3 months ago
I booked a rental with VTrips for Memorial Day Weekend on Monday, May 4th. The property was in Florida and I was unaware of the ongoing ban on short term rentals in that state at the time of booking - the beaches are open but short term rentals evidently are not. The agent I spoke with did not mention the ban either and processed the rental. Thankfully they have a 48 hour cancellation window so I emailed two different email addresses I was able to locate and left a voicemail for good measure. After 3 days with no responses from those efforts, I emailed their CEO Steve Milo and still no response. In short, they booked me a rental illegally and are apparently trying to keep my money even though I reached out by every method available to cancel within the allotted window. I would not do business with this company based on my experience.
Review by Eejorge3 months ago
Absolutely the worst company to work with. They only care about there property owners not about there guests. National pandemic and people are told to stay home and they don't care at all.
Review by Baums Couriol3 months ago
Like others I am in the same boat of being offered 50 percent refund for a trip not taken. In contrast, I found the following guidance from Airbnb - wish I had booked with them as they seem to understand what customer service means. Tell all your friends.
Reservations for stays and Airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and May 31, 2020, may be canceled before check-in. This means that guests who cancel will receive, at their option, travel credit or a full cash refund, hosts can cancel without charge or impact to their Superhost status, and Airbnb will either refund, or issue travel credit in an amount that includes, all service fees.
Review by Warishta3 months ago
I reserved for May 23-30 for my child's senior trip that she cannot make she can't even wal across the stage on May 15 due to the COVID 19 I paid 2013$ and 165$ for travel insurance well I owe 372$ before April 8 we are trying to cancel and get refunded and they WILL NOT REFUND MY MONEY we have to reschedule we I have 6 kids 17,16,14,10,4,2 and we not traveling this year due to covid19 they will have exceptions me and my husband or both about to be laid off due to this virus when I talk to them they tell me that they have high call volume and all taking calls from home due to covid19 so they can stay safe they want your money and can careless about if you or anyone gets sick or dies DONT RENT FROM THESE PEOPLE OR PLACE NOT EVEN INSURANCE COVERS THE DISASTER WE ARE IN
Review by Prags Atapattu3 months ago
We have booked a trip to St. Augustine FL. The boarders are closed to the state of FL we cannot get in. Called VTrips to cancel our reservations and they will not refund us. The country is in lock down, now we have travel insurance but the COIVD-19 is not covered??? wouldn't this fall under state of emergency? I will never book again through this company. They are scamming individuals that are unemployed. My bad is that we did not do our research first. DO NOT USE VTrips
Review by Carshawn3 months ago
I've never been so frustrated in my life as I am dealing with VTrips. I was lucky enough to reach a customer service representative on 3 days ago who offered a 50% refund on my reservation or to move it. I discussed this with my other guests and we came to the conclusion that a 50% refund was best for our situation. Since then I've called, left messages, and numerous emails but no one is willing to respond. It seems as though the company is using this pandemic as a way to double-dip on profits. Costs are low with no need to clean empty units, government is offering bailouts and subsidies to companies like these, but they also want to keep the money of hard working Americans simply looking for a reasonable resolution to an international problem.
Review by Aliq3 months ago
I was very mad at VTrips. On the phone they had told us one thing but charged our credit card the full amount -- not just the lost deposit. And didn't return our phone calls or emails. But our complaint finally got to the right person and they are trying to make it right. I'll adjust this review again if they truly follow through.
Review by TeeGtonian3 months ago
I have a reservation scheduled for 3/28/20. I have been trying for 4 weeks to resolve this. Indiana, my home state, just went on a lockdown. On 3/23, a family member became ill. I finally reached a guest service rep on 3/24. Was told no refund would be issued. The rep told me, after I explained the situation, " move or lose it". Really? I was told to send an email stating I wanted to reschedule with the rescheduled date and someone would get back with me. I have used this service for the past 3 years. NEVER again.
Ed from Indiana
Review by Almuhrah3 months ago
We arrived around 9pm for our reservation and couldn't get in. Left several messages for customer service with no return call.
Don't waste your money!
Review by Risyad Resek3 months ago
Did not receive any information until 3 hour's before check in and on our way! I called a few day's ahead was told everything was a go got the code to get in called the day of I had to leave message that was @ 12 noon got a call at 2:30 as I was driving telling me it's cancelled will not return my calls what a company!
Review by Rangana3 months ago
I have tried to contact Vtrips 4 different times to try and reschedule my reservation because of the COVID-19 Presidential stay at home order. They use an answering service to handle me wanting to move my reservation dates. However, no one has gotten back to me. If I don't hear back by Vtrips I will getting a lawyer. DO NOT USE VTRIPS!
Review by SDGolfer4 months ago
They are very difficult to reach, but most companies are in this season. I had to call multiple times to talk to a person, and was repeatedly promised a call back within the hour, which simply did not happen. When I finally received a call back the representative was polite, but essentially communicated that they still do not have any policy in response to the COVID-19 pandemic.
When asked, "Are people who are INFECTED allowed to stay in your properties?" They have no policy. When asked, "Can those who TEST POSITIVE for COVID-19 cancel their upcoming reservations and be refunded?" The answer was no.
More specifically, if you cancel your reservation, you may request a refund. They will review your case in the coming week and may or may not choose to refund some portion of your rental fee. Either way, they have your money AND your trip is cancelled. If out of the goodness of their hearts they want to give you some of your money back, that's a possibility, but don't hold your breath.
Despite the fact that THE FEDERAL GOVERNMENT has asked ALL Americans to CANCEL ALL DISCRETIONARY TRAVEL, this company will not refund reservations. Despite the fact that the extraordinary majority of hotels across the country and around the world, along with competing rental services such as AirBnB, have Guaranteed FULL REFUNDS for ALL Cancelations, this company has not!
The one option they gave is to attempt to reschedule your trip, though they reserve the right to INCREASE your rate. It's better than nothing, but in these times of global uncertainty, I doubt anyone has confidence of when they might resume their vacation.
I know companies like Jackson Mountain Homes and VTrips may not survive this crisis. Like the rest of us, they are facing difficult decisions. However, trying to make money on a Global Pandemic for services not rendered is NOT a good look. I would encourage them to join almost every other travel company in their industry in providing FULL REFUNDS immediately!
We had a good experience with Jackson Mountain Homes many years ago, perhaps before they became a part of VTrips. At this point, their online reviews across the internet are ABYSMAL from both renters and property owners, as well as former employees.
Stay away!! And when this crisis is over, spend your money with companies that value their customers.
Review by Ophra4 months ago
I DIDN'T CANCEL BECAUSE OF COVID-19, I CANCELED BECAUSE WHAT I RENTED IS NOT THE SAME AFTER COVID-19. Thats why homeowners need to refund us. The rental property changed, not us.
I was trying to re book the same week next year, or any school vacation week, but cost went way up on all Vac weeks. My trip went from $1,900 to $2,600. So I tried to cut 2 days but the rental went from 3 day minimum to 7. THIS IS GOING ABOVE AND BEYOND TO TAKE ADVANTAGE OF US. All this happened within the last few days. I have 14 condos saved in my trip boards thru VRBO. THE ONLY ONES TO RAISE PRICES AND MINIMUM STAYS ARE VTRIPS HOMES. VRBO, VTRIPS and the home owners need to take more responsibility for making this right. I know they are trying to come across as victims in this but they are not.
Think about it. Lets say we all could travel to these rentals. WHAT THEY SOLD US ISN'T THE SAME. Everything is CLOSED at all these location and they don't want us. THE REASON I CANCELED ISN'T BECAUSE OF COVID-19 ITS BECAUSE WHAT I RENTED IS NOT WHAT I RENTED.
Review by Sinemonine4 months ago
This has to be some of the lowest life people working at VTrips. They will not give a refund on a house rented in Ponte Vedra Florida for the week of 5/3/20 with the beaches closed and a 14 day quarantine set by the Governors office due to the Corona Virus. Sorry its policy ?? PROFITS BEFORE PEOPLE. I HOPE YOUR BUSINESS FAILS.
Review by Bafford Sablotny4 months ago
343 Ponte Vedra Boulevard is circa 1950-furnished disaster. The entire interior of the house wreaks of biologic contamination. The kitchen was so filthy, we had to hire a cleaning service to clean it and wash enough dishes and utensils to get us through the week. The carpet in the dining room and living room was stained and dirty (photos). All three sofas in the living room were so disgustingly dirty and smelly that we had to wash our clothes after sitting on them ---- after which we avoided them (photos). The fabric-covered seats in the dining room were stained and filthy, as well (photos). And of course, the fireplace was not functional (photos).
This house is clearly rotting away. Some windows had been replaced, with the product stickers still on them, while all others were so dirty, it was difficult to see through them (photos). The master bath wreaked of mold/mildew was so consistently damp that the one set of cheap towels provided by the owners for the week never dried. There was no hot water in the sink that only dribbled cold water and amazingly, the water pressure in the adjacent shower was so great that one had to hold the shower curtains to contain the water. The lumpy and uneven bed in the master bedroom was falling apart, with wooden supports to the floor added under the center of the bed to keep it from collapsing. As an added attraction, there were three rotting pineapples in a bowl on the dresser (photos).
The upstairs bathrooms had insufficient water pressure to bathe comfortably. There is a moldy bedroom adjacent to the garage without heat or cooling.
We kept an eye out for snakes in the house as reported in a VRBO review.
And to top it all off, for some reason we had no electricity for a few hours one morning.
The owners of this property should have paid us to stay in this dump.
Review by DarthNoob4 months ago
I had written an earlier review about them but now I have more proof of how morally corrupt Vtrips is.
What a corrupt group they have proven to be.
So here is a curious piece of information that everyone should know about trying to get a refund from Vtrips for their cancellations regarding COVID-19. Specific to the State of Florida but I suspect that this may also be the case in other jurisdictions?
The Governor of Florida issued Executive Order 20-87. (google it to read it for yourself?) which states in part: "Vacation rentals are prohibited from making new reservations or bookings and shall not accept new guests for check-in during the duration of this order...."
SO. What this means is that the State of Florida has formally notified Vtrips and prohibited them from allowing me to check in to the unit we had reserved. I cannot see how they can morally refuse to refund all of the fees we have already paid.
For others, please go and read EO 20-87. There are definitions and limitations and dates etc that may apply to you. For us, our dates fall completely within the directions of EO 20-87
For Vtrips to ignore this and hope that their customers are not aware of this and still try and shortchange everyone by offering 50% or moving their reservation to next year (with a healthy price hike..) just shows how morally corrupt they are.
Review by Kirtlyn4 months ago
First off let me start by saying that myself and my husband are both frontline Emergency Room providers working amongst this pandemic that has definitely turned our world upside down....the daily stress and chaos is unlike anything I have ever prepared for or experienced....mentally, physically, emotionally.
When our work announced the cancellation of all vacations and travel, and as the pandemic evolved, I immediately contacted this company to cancel our vacation. It took multiple attempts to finally get ahold of someone, and once I finally did, I was offered to change my vacation to a later date. I explained to the company that I had plans to reschedule my vacation, but at this time I cannot possibly do so without knowing the future. They have since offered me a 50% refund or to reschedule for a later date through 2021 but with paying the difference for a higher cost. This is unacceptable in my eyes.
At this point I don't know a date through 2021, heck I don't even know if I will be alive in 2021.
My family's world has been completely turned upside down due to this virus as is the rest of the World....my children are suffering due to the fact that they have to distance mom and dad, they can't see their friends, they can't play sports, and now vacation is cancelled.
I had full intent in booking/rescheduling my vacation at this same location as soon as I knew a timeframe of when I can vacation...but with the way I have been treated, that will not be happening.
These are tough and trying times for all right now. The last thing that needs to be occurring is for people to be taken advantage of, and that is what I feel this company has done.
Review by Melenas5 months ago
This company is using a pandemic to profit and it's disgusting. In trying to cancel because of COVID-19, here are the documented options I was given. 1) I could suck it up and risk the health of my parents and steps parents (All late 60s) and the health of my 3 children (7 and under). 2) I could move my dates, but only after Labor day as the summer months are busy season. 3) Receive a 50% refund. Are you kidding me? On top of that, they processed my payment 1.5 hours after I was sent the rental agreement, during the middle of a work day, when I was working and not staring at my gmail account, which automatically voided me of signing up for renters insurance. Despicable company.