TurnKey Vacation Rentals - North Tahoe — Attraction in Truckee

Sadly our vacation experience deserves 1 star with Turn-Key. We came for Christmas as a present to our children and after a 6hr red-eye flight and 4hr drive from San Fran...we arrived to a filthy home. The iPad that Turn-Key touts as making its guests stay efficient and connected wasn’t even programmed up let alone cleaned off (looked like a toddler had been eating on it). The living room was covered in hair (dog & human), crumbs (the last epeople must have liked pretzels) and dirt. When I called Turn-Key they let me know they had been so busy (it was their busiest day) and wouldn’t be able to get someone to us for a “re-clean” til the next day...who could sit down and relax in a filthy home so we cleaned it ourselves!! My family (children 9 &11) had to physically remove the carpets and vacuum the dirt and grim out from off the floor. The kitchen was also missed: from spilled coffee grounds to old spaghetti sauce & noodles on the cooktop- gross!!! And if that all wasn’t enough- there were someone else’s clothes still hanging in the master closet along with a good dose of cobwebs on the lamps, dirty ceiling fans and the list goes on. The ceiling fans and cobwebs show that not only did Turn-Key do a terribly poor clean job before our arrival, they missed a lot of every cleaning because that dirt had clearly been there since summertime. Just completely unacceptable for what we paid (over $500/night). When I called for compensation they offered half the cleaning fee back....HALF!!! Ha! Eventually after many phone calls they offered the entire cleaning fee ($200) but I’m sorry that just simply won’t due for the messy horrible impression you made and ruined the first days of our well deserved hard earned vacation! The hoops I had to jump through and countless phone calls, plus the complete lack of empathy and customer care give this company 1 star. For a service company, you should be ashamed anyone walks away with the experience myself and my family endured with you at a...

The house at 249 Granite Chief Road is a spectacular private location ideally suited for our group of eight. We were impressed with the well-equipped kitchen. The management company was very courteous and responsive, which was important because of several glaring deficiencies that we discovered upon our arrival. While the access road is steep and windy, the local snow removal crews kept it open and promptly cleared the 83 inches of snow we received during our one week visit.

The first discovery was that the internet did not work, which resulted in the first call to the management company for resolution. Next, we discovered that the owner had left clutter everywhere. The dresser drawers and the closets in the bedrooms were filled with the owner’s junk forcing us to unpack our bags and stack clothes on the floor and work around the clutter, which was an inconvenience.

Non-functioning electronics were everywhere with an accompanying mess of tangled wires. Only one TV was functional. The front door could not be locked from the inside. The mud room was filled with the owner’s ski equipment, which we were forced to work around.

Even though the kitchen was well equipped, the high-end stove only had two of six burners working, the other four having melted and collapsed. The stove’s ignitor maddingly clicked continually and the other two burners were nearly impossible to control and were scary to operate. The spa had a built-in sound system, which, of course, was not working.

This house should have been a world-class property considering the rate we paid. While we all understand that rental properties at ski resorts receive significant use pressure, it is obvious that the owner has not been very attentive to its upkeep. Our group has rented in the West for twenty years and this property was far below rental standard. Before renting this house, it would be prudent to check to see that the shortcomings we’ve identified have...

This place is the worst. They gave us false information about the house we reserved, it is impossible to talk to a manager and they will not give you a phone number to talk to a manager if you have a serious problem. If you call for help, they’ll tell you they will call you back and they won’t call back… and when you attempt to call again you will always get someone different.

We were guaranteed a house with a/c, we get there and no a/c. All they can do is reimburse for the rental but no consideration of travel costs, or excursion costs, etc. No help with finding different accommodations either. We had proof of two messages… before booking… where a representative from turnkey confirmed that there was a/c, there wasn’t.

We rented our place through vrbo but apparently this is a third party group that works with vrbo. Beware of this company. They ruined our family vacation.

(Edit)Looks like I can’t reply to the response I got that doesn’t address anything. How about first replying to the fact that the way you deal with customers over the phone is completely insane. Why don’t we get calls back in a timely fashion, why can’t you give us a number for a manager to call? Apparently that is against your policy.

How about this phone correspondence… “if a turnkey representative told me over the phone that there was a/c, but I don’t have written proof of it… are we just screwed?”

Turnkey representative “yes”

Luckily my sister found the messages so we could at least get refunded.

Multiple people in this party took time off work just to have to turn around and drive hours to go home.

We had a rental in Northstar and our reservation was under Lindsay S.

If you want to make it right reimburse us for gas money for the trip to Truckee and back for two families and money already paid for excursions… and maybe reprimand whoever it was that told us there was a/c (we showed you two messages of the turnkey person saying...