ComplaintsforMagical Vacation Homes

• Initial Complaint

  09/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a terrible experience with Magical Vacation Homes and are extremely dissatisfied with their customer service. They were confusing and difficult to work with through the duration of our stay. I left very important heirloom jewelry behind and called their hotline about it an hour after leaving the rental detailing exactly where the jewelry was left. I had to follow up eight times and was told each time that someone would be in touch with me, but was never contacted. I was finally assured that the jewelry had been found, then 2 weeks later was told that this was not true and that there was a miscommunication. They showed no real remorse over this mixup or the loss of my valuables. They have not been caring or considerate in any of their communication. They informed me that nobody had stayed in the house in the 12 days following our booking, so I dont see why they were not able to go retrieve my jewelry after I detailed exactly where it had been left. I cant help but wonder if their cleaners or someone within their company has stolen and/or sold the valuable jewelry. The items that I lost were irreplaceable, but in my opinion, the appropriate customer service action would be a partial refund to help me purchase comparable replacements, seeing as they assured me that my items were found and then after a week of no answers the jewelry suddenly was never found?

  

  Business response

  09/30/2024

  Hi ****, As a hospitality company, we are truly sorry for the difficulties that you encountered at the start of your stay. Let us begin by saying our guests are of the utmost importance to us and our team will go above and beyond to ensure all of our guests have a wonderful experience. The only record we have of communication during your stay was regarding the addition of pool and spa heat to your reservation. There is no further record of you or anyone in your group reaching out for assistance during the remainder of your stay, so we are unsure how we may have been difficult or confusing to work with during your time with us. We sincerely apologize for any confusion or miscommunication regarding the items you mentioned may have been left in the home. We have spoken with multiple members of your group and explained in detail what occurred. While we understand the frustration this situation may have caused, we want to address that having multiple members of your party leave negative reviews about the home in an attempt to secure a refund is not in line with how we conduct business. 
  Best Wishes,
  MVH

  Customer response

  09/30/2024

   
  Complaint: 22348729
  
  I am rejecting this response because:

  Magical Vacation Homes claims to have "described in detail what occurred" with the case of my jewelry being left in their rental property, but has taken no responsibility for their inability to assist with locating and return my left behind items. They have taken no responsibility for failing to be in contact with me after being told many times that a team member would be in contact with me over the span of three weeks. I had to reach out time and time again. They have taken no responsibility for one of their team members, Jasmine, assuring me that my valuables had been found when this apparently was not true. They have not described anything in detail. The only information I have been given was that there was a miscommunication about if my valuables had been found. I described in detail exactly where my things had been left in the property. Nobody communicated to me that a team member would be sent to retrieve my items. To me, this would be the most basic level of customer service required to remedy this issue. In their responses to me, they are not doing anything to remedy this situation or address my confusion. 

  Two ****** reviews were left from our party of roughly 15 people. We left poor reviews because of the poor experience we are having with this company. The rest of our party is in agreement with this experience, so if they would like the leave a negative review as well, I believe they have the right to do so.

  Sincerely,
  
  **** ****** *******

  

  Business response

  10/23/2024

  Hi ****,
  We understand the frustration you and your group have experienced, and we have explained the situation in detail to several members of your party. I sincerely apologize for any miscommunication regarding the search for your items. While we made every effort to locate the missing items, please note that we are not liable for any belongings left behind in the home.
  We have no issue with guests sharing honest feedback. However, its important to note that the reviews posted by your party seem to be directed at the home itself, despite no concerns being reported during your stay. This gives us the impression that the reviews may be related to the compensation request rather than the actual experience at the property. Warm wishes, MVH

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my third house rental with magical vacation villas. Unfortunately there always seems to be a problem with each house. Im currently staying in a house that upon arrival air conditioning isnt working. I reached out to them and they said they would control it remotely..?? There are 8 bedrooms and only 2 tvs work. The game room none of games work. My family and I spent a good amount of money to not deal with these issue. A hotel would never do this and it costs anywhere from a ******* a day. *** spent over ****** dollars for the house to only have issues when I should be vacationing, which is my whole purpose in Florida. I can honestly say magical villas and home owners present a good lie. I will write a review for each house. Unacceptable.. people save money to be able to have a trip like this. Instead you have mediocre service and employees who dont want to do there job

  

  Business response

  07/16/2024

  Hi ********,
  Unfortunately, it appears that you did not reserve a property directly with Magical Vacation Homes. For any concerns or refund requests, please contact your booking agent directly.
  Thank you for your understanding. MVH 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We booked a rental home for our family's vacation. It was advertised to have a heated pool and hot tub. When we went out to the pool, it was in an unacceptable state. It had layers of algae all around the trim, etc and the water was green and was not clear throughout. The neighboring pools were sparkling so there is no regional issue, etc. that would cause this to go untreated. The rental ** sent out the pool tech and he scrubbed some areas and dumped chemicals in. (See enclosed emails)We were never offered an explanation for this issue and most importantly the issue was never resolved. Our family was never able to swim in the pool. The hot tub was in even worse shape. And nothing was heated. When I asked for a credit on our stay, it was ignored. When I pointed out more issues and just the general nasty state of the place, it was ignored. When we finally checked out (I was forced to use the rental house as we'd not budgeted to pay for two houses so that we **uld have the pool we were promised) ... I circled back to them and pointed out my credit request had been ignored. That also went without response. This **mpany has done nothing to rectify this situation to our satisfaction after we booked a house based on how it had been advertised, and unfortunately found that not to be the case.

  

  Business response

  07/03/2024

  Hi *******,
  As a hospitality company, we are truly sorry for the difficulties you encountered at the start of your stay. Our guests are of the utmost importance to us, and our team strives to go above and beyond to ensure a wonderful experience for everyone. We have a record of each service request made during your visit and the measures taken to address them. Rest assured that when the concern was reported to us on June 25th, the day after your arrival, we promptly dispatched our pool technician to rectify the issue and he attended to the property within an hour of us being notified of the concern. At Magical Vacation Homes, we pride ourselves on providing outstanding service. Although the pool condition was reported to us the day after your check-in, we offered you a complimentary late checkout as a gesture of goodwill, aiming to ensure you and your family enjoy a wonderful vacation with us.
  Unfortunately, we only received communication regarding additional concerns in the home on the day of your departure, which did not allow us the opportunity to address them during your stay. Regarding the pool heat, as this is an additional amenity, I do not see that it was added or paid for on your reservation, so the pool and spa would not have been heated.
  Thank you for your understanding, and we sincerely apologize for the unforeseen inconvenience. We certainly hope you will give us another chance to restore your confidence in us and demonstrate our dedication to true hospitality.
  Magical Vacation Homes

  Customer response

  07/03/2024

   
  Complaint: 21934283
  
  I am rejecting this response because:

  The pool heat being an additional amenity was added per your rep as the original rep misquoted the price as already including the heat. So yes. It was turned on. Again, per the note I received from your rep.

  You did *not* offer any type of late checkout and I would ask you to prove that you did.

  You're correct in that I didn't mention all of the additional issues until checkout because again you had *not* solved our complaints to our satisfaction initially. Nor when we brought the lack of response to your attention. 

  The fact remains that we prepaid thousands of dollars for a rental house that was shown to be in a certain condition. When we arrived, it was not as such. And you all never rectified those matters. Despite the pool being scrubbed there were still layers of algae and muck and it was unable to be used. I didn't call your attention to the hot tub heat in particular during our stay because the water and the surrounding of both the pool and the hot tub were so disgusting they couldn't be used. 

   

  Again. Please issue a refund. This is unacceptable and I will be telling everyone I possibly can about how terrible your company is and what a garbage business you all run. I will be contacting the local news so everyone in and around central ** can be aware of how they should steer clear of your company. 

  
  Sincerely,
  
  *********************************

  

  Business response

  07/03/2024

  Hi *******,
  I have attached screenshots of our conversation on June 25th where I offered a late checkout for your group due to the inconvenience. Unfortunately, the first report we received of the pool's cleanliness was on June 25th at 4:30 pm, which was the day after your check-in. We dispatched our pool technician right away, and he arrived around 5:45 pm the same day, as communicated with you. Following his visit, he confirmed that the pool was clean and suitable for swimming. Unfortunately, after his visit, we did not receive any further communication from you advising that the pool was still not clean. We followed up with you regarding any additional concerns in the home, but you only responded four days later on your checkout day, which did not allow us to verify or address the concerns.
  I have also reviewed your reservation and see that complimentary pool/spa heat was given at the time of booking. I have attached a screenshot of our pool analytics showing that the pool reached its set temperature throughout your stay. For the spa to heat, there is a 60-minute timer on the wall that needs to be engaged to produce the heat. As they work on the same system, when the timer is engaged, all the heat will redirect to the spa. When the timer is not engaged, the heat will direct to the pool. Unfortunately, we received no notice during your reservation that the pool/spa heat was not functioning as you mentioned.
  During your stay, we treated you with the utmost professionalism and worked diligently to correct the issues that were shared with us. While we have no control over unforeseen issues, we are committed to resolving them promptly. 

  Customer response

  07/09/2024

   
  Complaint: 21934283
  
  I am rejecting this response because: this is absolute garbage.  You all are owning nothing - you're dodging the complaints I'm making... and the fact of the matter is: you are advertising something that is *NOT* in the shape it's presenting as being in.  My earlier comments stand.  I do not accept.  I am requesting a refund.  I will contact local news to make it as widely known as possible what a sham you all are running. 
  
  Sincerely,
  
  *********************************

  

  Business response

  07/12/2024

  Hi *******,
  This is our final response concerning this matter. We offered a complimentary late check-out as a form of compensation, which you did not respond to. We will not continue to go back and forth on this issue.
  Thank you for your understanding.

  Customer response

  07/15/2024

   
  Complaint: 21934283
  

  And this is my final complaint on this matter.  I've already contacted the local news.  Late checkout for being unable to touch the pool or the spa due to its disgusting condition does not compensate fairly.  You advertised something that was NOT as it was shown. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a property for dates Jun 9-13th. My reservation was cancelled. When I called to see why it was cancelled I was told it was because I didnt upload my Proof of identification in he time period requested. So I was advised by a representative to rebook the home because if I did not it would still be available for others to book so I rebooked. Upon rebooking there was a problem with the pricing so I called in to have it corrected. I spoke with *** and explained to her what happened with my previous reservation being canceled and she assured me it would be corrected and she told me to go head and upload my Identification documents. MAGICALLY (pun intended) after they see my ID (Im a black woman) my new reservation was cancelled. So at this point after being advised by a representative at this company to rebook I am now out of 4000 that they said was refunded but of course that takes time. So here we are in ******* for vacation with NO PLACE TO STAY. I explained this to the rep and asked to speak to a manager she advised that she could speak to a manager but a manager would not speak to me because they dont work weekends! Pathetic to show no regard to this situation. I HAVE ALSO ATTACHED A EMAIL FEOM THE REP TO SHOW PROOF THAT ABSOLUTELY NO CARE FOR MY SITUATION WAS SHOWN WHEN THE ONLY REASON I REBOOKED IS BECAUSE THE REP ADVISED ME TO DO SO. I prefer a conversation with the owner at this point. This company is pitiful per my experience and the other 23 people who has filed complaints.. (Also *** said she would call back to let me know what was going on and if anything could be done instead I get a email back stating she was too busy to call meanwhile we still have no place to go. But I guess other guests were of more importance. I also attached her email response for proof of her ridiculous response).

  

  Business response

  07/11/2024

  Dear *******,
  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration this may have caused.
  Our records indicate that your first reservation was made on June 6th, 2024,and subsequently cancelled on June 7th, 2024, as it did not meet our last-minute booking requirements. A full refund of $2,108.82 was issued on June 7th, 2024, and an email notification was sent to you immediately.
  Your second reservation, made on June 8th, 2024, for a stay beginning on June 10th, 2024, was also cancelled promptly as it similarly did not meet our booking criteria. A refund of $1,896.11 was issued on June 8th, 2024, and an email confirmation was sent to you the same day.
  At Magical Vacation Homes, we value and embrace diversity, employing individuals from a wide range of cultural and ethnic backgrounds. We are committed to providing exceptional service to all our guests and deeply regret that your experience did not reflect this commitment.
  We appreciate your feedback as it helps us improve our services.
  Sincerely,
  Magical Vacation Homes Leadership Team

  Customer response

  07/21/2024

  Response that gave was not acceptable. I am just now seeing this update and would like it to be reopened.

  Customer response

  07/22/2024

  Magical vacation homes initial response did not address the concerns I listed. Also they did not agree to apologize or compensate for the big inconvenience I was caused on my vacation with me and my family. I would like this to be addressed asap. My entire vacation was ruined because I did what I was advised to do which was re book the home and that reservation was cancelled leaving 4000 dollars of my vacation funds on hold with no place to stay.

  Customer response

  07/22/2024

  Magical vacation homes initial response did not address the concerns I listed. Also they did not agree to apologize or compensate for the big inconvenience I was caused on my vacation with me and my family. I would like this to be addressed asap. My entire vacation was ruined because I did what I was advised to do which was re book the home and that reservation was cancelled leaving 4000 dollars of my vacation funds on hold with no place to stay.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We checked into a rental that was booked 6 months ago. When we got here we had an issue with the pool alarm. It kept going off. They accused us of being the ones who could not operate it but after sending a video to them showing we indeed operated correctly they finally sent a technician who discovered there was indeed an issue and they shut the entire alarm System off. We also advised them of WiFi not working. This was just due to their router not anything else. We called the ************ ourselves and was told it was a router issue. A tech came out and confirmed it was a router issue. They did not replace the router until 6 days later at which time it still did not fix the issue. Weve been without essential internet since here and has caused us multiple issues due to the necessity of it. We also advised that the ice maker was not working. They confirmed it was not working and brought us two bags of ice. When we advised on 6/3 that we needed more we were told by **** some would be brought out that day. None was ever brought out. We advised them the pool was not working. They confirmed a part was neede and had to replace it. This took the only day we could use the pool away from us. We advised the Star Wars game system was not working. This was never fixed d The day we arrived the air condition was not working. We called to speak to a manager about the issues and was told no manager would be available. They refused to have one call me back. Due to daily issues we are asking for a full refund. Our contract we signed was not fulfilled by them and each day has brought multiple issues. Weve done everything on our end required but they take no responsibility for the issues.

  

  Business response

  07/11/2024

  Hello **************, 
  Thank you for taking the time to share your concerns with us. We understand the importance of guest satisfaction and would like to provide a detailed account of the events that occurred during your stay to ensure a fair assessment.
  Upon your arrival, you reported a few issues: the Star Wars arcade was not working, the pool alarm was going off, and the teepee leg in the living room was broken. Our team promptly responded and dispatched a technician. The technician was able to turn on the Star Wars arcade, confirmed that the pool alarm was functional once the door was properly aligned with the sensors, and repaired the teepee. All relevant work orders have been attached for your review.
  Regarding the ice maker, the issue was reported on June 1st, four days into your stay. Our technician visited the property the same day and identified a frozen layer of ice that needed thawing. To ensure you had ice, we delivered two bags of ice on June 1st and an additional bag on June 4th while awaiting a complete diagnostic from the appliance vendor.
  On June 2nd, we received notice that the pool did not seem to be filtering correctly. Our pool technician confirmed the pool was filtering upon his arrival but required a part for complete functionality. He ordered and installed the part promptly, and the pool technician confirmed on June 3rd that the pool was running correctly.
  We also noted your concerns about the ***** which was reported as slow and intermittent. Our technician confirmed that the **** was functional but the age of the router was affecting the speed. We contacted the internet provider and ordered a replacement router, though it unfortunately could not be delivered during your stay due to third-party delivery schedules.
  Throughout your stay, we maintained open communication and provided regular updates on any reported issues. You mentioned your intention to leave multiple reviews due to dissatisfaction with our response. During a phone conversation, I offered complimentary pool and spa heat to address the inconveniences you experienced. I explained that a form would be sent we would require an e-signature to agree to this offer. The form was sent to the email associated with your reservation on June 3rd, but you informed us on the day of checkout that you did not receive it.
  Our company takes pride in guest satisfaction and communication. We strive to resolve issues promptly and professionally, and our dedicated team is available seven days a week to address any concerns. While unforeseen issues can arise in vacation rentals, we always aim to accommodate and resolve them as quickly as possible.
  We hope this information provides a clearer perspective on the situation. We remain committed to addressing any further concerns or questions you may have.
  Thank you for your understanding and for allowing us the opportunity to clarify these matters.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Magical Vacation Homes is advertising clean, working, modern vacation properties to rent. The property I am currently staying at is filthy. The walls, furniture, bathroom and especially the pool. The pool is dirty. I requested that it be cleaned and was told no, it was already done. I texted photos of the dirty pool and they did not care. Extremely POOR customer service, no assistance with the rental vacation homes that they are CATFISHING to innocent travelers like myself. STAY AWAY FROM THEM. They are thieves. Go through other reputable rental companies. Do not let their website and photos fool you. They should be shut down.

  

  Business response

  04/25/2024

  Hi *******, as a hospitality company, we are truly sorry for the difficulties that you encountered at the start of your stay. Let us begin by saying our guests are of the utmost importance to us and our team will go above and beyond to ensure all of our guests have a wonderful experience. Upon your check-in yesterday, we received a call from you expressing concerns about the pool size and the presence of an annex, which are both accurately depicted in our property listing. As you requested to be relocated, I did advise that as per the terms and conditions agreed upon during your booking, relocation was unfortunately not an option.
  Subsequently, you informed us of the pool's condition, stating it was dirty. Please know that our pool maintenance follows a weekly schedule with our trusted vendor, and it was cleaned less than 24 hours prior to your arrival. However, upon reviewing the images you provided, we saw that it was debris on the pool's surface, which is common especially in absence of a pool enclosure. To assist guests in such instances, we provide a pool skimmer for interim maintenance between scheduled cleanings. Additionally, your report of glass on the pool deck prompted immediate action from our housekeeping supervisor. I assure you that ensuring your safety and comfort is our top priority. Unfortunately, no cleaning concerns were reported to us. As our goal is for you and your family to enjoy a wonderful vacation with us.We welcome the opportunity to speak with you again to resolve this matter amicably! Best Wishes, MVH

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stay at their property Magical Manor ***_473M at ************** in *********, Florida from 10/18/23 to 10/24/23. Paid $45 a day to heat the pool. The pool heater was broken and they never sent someone to fix it and are also making me sign an NDA in order to receive my refund. The pool also has 0 ppm Chlorine which is unsafe to swim in and although it was reported to them the never sent anyone to fix the issue making the pool unusable. Also the property was very dirty inside upon arrival and I have requested my cleaning fee returned but they refuse. One of the bedrooms has a double shower head and one of the shower heads is completely out of commission. They sent a plumber who could not repair during our stay. No compensation was provided. The Magical Vacation Homes Care Team who is supposed to be the point of contact for fixing these issues was unresponsive to any phone calls and completely argumentative in all emails. I am requesting my pool heating fee returned, cleaning fee returned, and compensation for the unusable pool along with the broken shower head.

  Customer response

  12/19/2023

  Hello, I would like to close this case and take down the review that was put up. I have signed an NDA and the company will not give me my refund unless I close this case. 

  Customer response

  01/09/2024

  Hello, I would like to close this case and take down the review that was put up. I have signed an NDA and the company will not give me my refund unless I close this case. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RESERVATION FROM 9/28 thru 10/2 , rented a home well worth the price and had to pay extra for the pool and spa to be heated, when we arrived pool and spa not working , pool not clean , I called customer service everyday there and still no one showed up until the 3rd day, tech came and replaced the breaker to pool. then it began to clean pool and heat up for about 30 minutes and then the entire pool no longer working, we had a light fixture that enabled us to change the pool color that was no longer working* fire pit never worked at all *and they only want to refund me for pool heat charge, not the inconvenience of the entire pool/spa and fire pit not working at all and needles to say pool was full of ants and patio was covered in ants , pest control never showed up, with these homes the pool is the most important thing of home and regrettably this was my second time visiting and had a pool issue prior, very sadden by the outcome and wish they would have had some sort of compassion for a partial refunds due to the pool*spa*fire pit not being available and working when we arrived * we had pool activities that we couldn't complete and smores for fire pit they we had to throw away a lot of money spent of pool play items that went to a waste

  

  Business response

  10/04/2023

  Good Afternoon,

  
  We appreciate you taking the time to share your concerns, and we want to clarify the situation to ensure a complete understanding of the events that transpired during Ms. *******s stay at one of our properties. While we understand that guest satisfaction is of paramount importance, it's crucial to provide a comprehensive account of the events for a fair assessment.
  
  Upon Ms. *******s arrival, she reported two concerns: a lack of hot water in the upstairs bedroom and an issue with the pool and spa heat. Our team promptly responded and dispatched a technician to address these matters. The technician confirmed that the hot water was functioning correctly and suggested that the issue may have been due to user error, which Ms* ****** acknowledged. Furthermore, the technician identified a tripped breaker for the main pool pump, and a pool vendor was contacted to resolve the problem.
  
  Throughout this process, we maintained open communication with Ms* ******, providing regular updates on the pool heat issue. It's important to note that Ms* ****** expressed a strong desire for compensation from the initial conversation with leadership. In response, we offered a refund of the entire pool heating fee as a goodwill gesture due to the inconvenience she experienced during her stay.
  
  However, as time passed, Ms* ****** continued to demand additional compensation. To ensure her satisfaction, we extended an offer of a 10% discount on a future stay, as we are committed to providing exceptional hospitality experiences.
  
  Before her departure, Ms* ****** signed a general release form, acknowledging the agreed-upon compensation terms.

  Without assuming, it appears ms* ****** is attempting to gain more compensation after coming to an agreement through her BBB attempt. We have attached relevant documents, including the pre-arrival inspection report, pool service report, and the signed release form, for your reference.
  
  Regarding the issue with the fire pit, it's important to clarify that we do not advertise fire pits as an amenity for guest usage. If Ms* ****** had raised this concern during her stay, we would have explained our policy regarding fire pits, which are reserved for owner usage only.
  
  Our company takes pride in guest satisfaction and communication, and we always aim to resolve issues promptly and professionally. We value all of our guests and strive to ensure a seamless and enjoyable experience for each one.
  
  We hope this information provides a clearer perspective on the situation, and we remain committed to addressing any further concerns or questions Ms* ****** may have.
  
  Thank you for your understanding and for allowing us the opportunity to clarify these matters.
  
  Sincerely,
  MVH

  Customer response

  10/18/2023

  No complaints I have with the inside of home very beautiful but this is my second time with an issue with pool and spa and yes I received a refund for the pool and spa not being heated but the inconvenience of the pool and spa not heated and also not functioning at all and that had nothing to do with the pool:spa being heated it’s the fact that it didn’t function at all meaning not clean, we arrived to home after 5 pm and it was full of ant in the pool and surrounding the patio and chairs and the pool function wasn’t working at all so that should be compensated for something more than heat because it was beyond heat and the 10% has stipulations where it can be use with other promo of holidays so that’s not a function discount .

  

  Business response

  10/18/2023

  Good Afternoon,
  

  Ms. ****** agreed to the compensation amount offered, and has also received her refund for the inconvenience. 

  Magical Vacation Homes not only offered a refund, but included a 10% discount for a future stay to have Ms. ****** return. Magical explained to Ms. ****** the 10% discount we offered is more than the return guest discount and may not be applied to select homes during holiday seasons. There are no additional or hidden clauses in the agreed compensation amount. Ms. ****** is simply looking for a way to slander our business in hopes she will obtain more compensation after agreeing to the refunded amount and the additional discounted rate.

  As a hospitality company, we constantly communicated and provided assistance to accommodate Ms. ****** along with her family. Our daily desire is to serve our guests to ensure their vacation is seamless. We're offering to bring Ms. ****** and her family back on a discounted rate despite a BBB complaint because we are dedicated to providing Ms. ****** with a Magical Vacation. We certainly hope that Michelle will consider giving Magical a chance to restore her confidence and demonstrate our dedication to true hospitality.

  May we ask this case be closed as the guest received her desired compensation. 

  Thank you

  Best regards, 

  MVH

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I write concerning the issues experienced by guests at this entity's rental home between approximately December 24, 2022 and December 31, 2022. Guests at **** ********* ******-including children from the age of 6 to 17--experienced myriad (serious) issues during this timeframe, including but not limited to: *lack of electricity in several areas throughout the residential structure; *constant "tripping" of electrical circuits throughout the residential structure; and *lack of heat in certain areas throughout the residential structure during a time when the Davenport, Florida area experienced unusually cold temperatures. And other issues included (but again are not limited to) failure of Wi-Fi service, wet carpet and no heat in the pool. Virtually every day during the above-referenced timeframe, guests contacted Magical Vacation Homes--namely, at 407-552-6155 (option #2) concerning the above issues, as well as additional ones not recounted in this message. In fact, during multiple occasions, I myself expressed grave concern about the risk of electrical fire. On January 2, 2023, I spoke with Mr. Kee **. And he assured me that his colleague, Jared, would contact me "within a day or two". Because we experienced a lack of follow-up already, I asked Mr. Yu what I should do if Jared doesn't contact me. He said to call back--which I did and left two voicemails that have yet to be answered. I also repeatedly emailed individuals and general email addresses that this entity provided on its website. And there was--and remains--no remedial response by Magical Vacation Homes. As a compromise in lieu of a full refund, I'm seeking 2,856.87--which reflects half of the charged amount.

  

  Business response

  05/09/2023

  Good Afternoon,

  As a hospitality company, we are truly sorry for the difficulties that you encountered.
  Per the pre-arrival inspection report, the HVAC system was reported working. As every other appliance and vital feature of the home, including WIFI and pool heat.

  On December 25th, Christmas day the guest reported the upstairs AC does not heat. Magical relayed this to our HVAC vendor who informed the home thermostats were not set to heat, but an alternate setting of which the guest adjusted.No further AC concerns were reported after the 26th.

  On December 26th, the guest called to inform there is no electricity in half of the home due to breakers tripping. Magical sent technicians to assist while informing an electrician to stop by as soon as possible due to certain breakers continuously tripping. The electrician stopped by the morning of the 27th and reported the following " While I was there today, and the house was empty, none of the breakers tripped. In my opinion, it could be that the vacationers are plugging something in that may be causing an arc in the circuit that causes the breakers to trip. These breakers are designed to trip in order to alert the homeowner that something that has been plugged in that is faulty. In other words the breakers are doing their job by protecting the circuit. No issues. " No further electrical concerns were reported after the 27th. There were no safety hazards regarding breakers tripping. The guest was informed there are no safety hazards.

  The guest reported WIFI connection trouble on December 24th at 9:58 pm. Our technician attended the next morning and resolved the issue for the guest informing the following " Network and password was delivered to the guests. " This indicates the WIFI connection was user error. Magical did not receive anymore concerns regarding WIFI after December 25th.

  Magical technicians were dispatched to this home numerous times due to the guest reporting the pool and spa heat were not working. Each visit, the guest were informed to run the spa jets as often as possible as their vacation rental consisted of an electric pool heater. No Champions gate home contains a gas heater. I've attached the weather report above to provide the temperatures of each day the guest was in house. Although the pool heating function did work, the guest was unhappy the pool and spa did not reach their desired temperatures. As a hospitality company, Magical did accommodate and refund the additional pool heating fee as a whole while continuing to run the pool heat for the guest. Attached is the rental agreement contract that specifically states Magical is not liable for equipment failure as we cannot foresee the cold weather.

  Guest satisfaction and communication are things we take pride in as a company, therefore, I apologize for any miscommunication as Kee has not worked for Magical for several months now. I was able to rekindle all information after Mr. Mehta requested manager contact. At this time, pool heat was refunded and the guest was very understanding.

  Magical was able to accommodate and resolve each concern. We are always happy to assist our guest and ensure their vacation is seamless and enjoyable from start to finish. Magical processed and refunded the additional pool heating fee as a goodwill gesture. No further compensation was warranted, as each concern was rectified. The guest was also informed Magical would not be offering additional compensation. This took place early February.

  If we may be of any further assistance, we would still love the opportunity to speak with the guest!

   

   

   

  

  Business response

  05/10/2023

  I am truly sorry to hear you are rejecting our response. 

  Mr. *****, stated within the rental agreement of which was signed by you is the liability limitation. Please see section ten of page eight in the rental agreement where the following is stated " We cannot accept any liability for the failure of public supplies such as water, electricity, BBQ, gas or telephone/internet supplies. Nor for the consequences of the actions or omissions of persons who may supply or control main services, or any action taken in the vicinity of the property reserved, by any authority or persons over which we have no control. We cannot accept any liability for the air conditioning system, the pool/spa heater or any household appliance breaking down. Urgent steps will be taken for a local engineer to rectify any problem. "

  Magical was able to provide vendors and resolutions within a timely matter. I apologize your family may have experienced an inconvenience, however, Magical was not able to foresee this happening. We were able to provide assistance and serve your family for the duration of your stay. 

  No concerns were reported to our staff after the 27th of December. The guest did not depart from the home, deeming the home livable.

  Magical was able to resolve and accommodate the ***** family while they were in a Magical vacation rental. Being as we were unable to foresee the pool heater needing a replacement part, we certainly hope that you will consider giving us another chance to restore your confidence in us and demonstrate our dedication to true hospitality.
  
  

   

  Customer response

  05/11/2023

  
  Complaint: ********
  
  I am rejecting this response because you are misstating facts.  It's totally untrue that no concerns were reported to your staff after December 27th.  For example, on or about December 29th, my wife spoke with Jarred who assured us the lack-of-electricity issue would be resolved.  We found ourselves calling virtually every day because we didn't enjoy the fact that some of our kids needed cell phone flashlights simply to use the bathroom, for example.  (By the way, we would often have to wait on hold for 30 minutes or more before a representative finally answered our call). 

  It's quite unfortunate that the hospitality standard that Magical Vacations holds itself to (for renting vacation homes in the ****** area of all places) is whether the house "livable". 

  And apparently the way Magical Vacation assesses whether that standard is met is to ask the following: did guests visiting from out-of-state leave their vacation home during their vacation in the ****** Area and spend more money to stay at a competitor's vacation rental?  So you are effectively blaming the victim for not vacating the premises and somehow try to find a new vacation home. 

  As such, we didn't depart from the home because there was no where for 12 out-of-state vacationers -- 6 of whom are kids -- to go.  Where were we supposed to go? 
  

  And does citing some buried clause on the eighth page of a ten-page rental agreement -- which doesn't even seem accessible any more via the link we were sent -- to get out of refunding any money reflect good hospitality services?

  Based on your response, the public should know that they can pre-pay thousands of dollars, show up to a house in which the water and electricity don't work, for example.  And based on that ambiguous contract provision, it seems you would deem that as providing good hospitality in a "livable" house.  

  From misstating facts... to blaming some employee who left (even though I kept emailing two general email addresses)... to citing obscure contract provisions... to blaming vacationers for not vacating the home... to suggesting that we somehow plugged in an appliance that was causing the electrical issue (in your first response) ... thus far there seems nothing magical about your approach to hospitality.  For a few thousand dollars, you're apparently willing to publicly share this remarkably low level of hospitality.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The first day of arrival we noticed the pool was not heated.  We called and they stated it had been flagged since the day before our arrival as not working.  Their thought was a controller.  Why were we not notified?  So day one we had no heat to utilize the pool. There were several items we noticed upon arrival into the home.  There were items not cleaned, missing items, hazard issues like the missing hand railing on the stairs, and debris next to the house as the neighbors structure seems to be falling apart. The second day as the rest of the guests arrived they noticed issues with their rooms/accommodations.  The second level bedroom had sheets and comforter that were full of stains.  The tvs were not all working, the projector was not working and the gaming system had issues.  We called magical vacations directly and were disconnected twice.  In order to find resolve my daughter drove to your office to get attention to all these issues including still not having pool heat.  She was allowed into the office.  Monica seemed concerned and tried to work on some of the issues.  The understanding was new sheets and comforter would be brought to the house, which did occur for that bedroom.  The pool issue we understood was a communication and unwillingness of the owner to fix the problem right away.  It seemed to be a controller issue. Heat to the pool and spa did not start to occur until day 3.  Day 3 the heat was still to low and to cold to use the pool.  Day 4 maintenance came out again to adjust the settings, along with confirming the temperature had been set to low.  The jets for the spa were a constant issue.  The only worked occasionally.  The pool temperature fluctuated through out the stay and did not seem to sustain a constant temperature. The projector had to be reset by maintenance, ****** ** had to be contacted as that was not working, and the apartment had to have new cords installed to utilize the tv system. Wasp nests, leaking refrigerator etc…

  

  Business response

  03/29/2023

  Good Afternoon,

  As a hospitality company, we are truly sorry for any difficulties encountered. This being said, Magical assisted this guest with all four of the concerns that were reported during the guests reservation. Please see below.

  12/20 - Pool Controller Malfunction
  Completed on 12/20
  (Technician): " The pool controller has power, but the screen is blank and blinking. "
  (Guest Services Agent): " The Owner has approved can we please proceed with the controller replacement as soon as a possible guest is currently at the office "
  (Technician Supervisor): " Per victor was completed on 12/20 :) "
  
  

  12/20 - Request for New Bedding
  Completed on 12/20
  (Housekeeping Supervisor): " Replace added - 2 king pillow, 2 king pillow cases, 1 king flat, 1 king fitted, 1 king duvet, 1 king
  insert"
  
  
  12/22 - Pool/ Spa heat not working
  Completed on 12/22
  (Per Guest): " the jets are not working, the hot tub is not hot enough, just warm. While the pool is heated and working fine. "
  (Technician): " The heater is working perfectly, the spa actuators are moving without much change in the spa. I called Ryan and he agreed to stop by today "
  (Pool Vendor): " All working "
  
  
  12/26 - Projector not working
  Completed on 12/26
  (Technician): " The projector is working properly. I showed the guest how to operate the smart remote. Also, there is a problem with ****** ** for what I tried rebooting the box with no result. I contacted ADcomm and made an appointment for Dec 21 between 1pm and 5pm, ticket #******. Also, I showed the guest how to operate the TV in the annex room. "
  
  
  Magical is more than happy to assist at all times, however, we are unable to assist if we are not made aware. Listed above were the only four concerns reported by the guest during their vacation. As displayed, we resolved each issue within the timely manner. Each attachment will also provide a visual confirmation of all four concerns being rectified. The guest did not contact Magical until two days after departing, leveraging compensation to not post negative reviews online. Per the end of the guest email sent on 12/29/22 (Two days after departing), she stated the following: "Before we complete a survey, post reviews or contact the BBB, commerce etc….we would like to first find out if there will be consideration for a refund."

  The guest must notify Magical Vacation Homes within one (1) business day, so that Magical Vacation Homes may elect to rectify the failure. Magical cannot foresee any equipment malfunctions, however, we do take pride in resolving any concern in a timely manner to ensure guest satisfaction. Magical was only made aware of four concerns by the guest. Not an entire list of alleged issues.

  Being that Magical Vacation Homes assisted and rectified all concerns reported, compensation is not merited.

  Please feel welcome to contact us at any time. Our number is (407)-552-6155
  Best Wishes,
  MVH
  
  
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩