TurnKey Vacation Rentals - Galveston — Local services in Galveston

I rented the home for my family, Dec 26th-30th in Jamaican Beach (17215 FM 3005). When we arrived at the home, the floors had not been swept or mopped at all. There was long, black hair everywhere, even hanging on the handrails. Even without COVID, I would have expected the house to be cleaner. I am not even sure the toilets were cleaned. They had a spray on the seat and lid but not wiped down. One sinks had what appeared to be blood in it. I wiped it up with a clorox wipe. Someone in my group took a picture of their sock after walking around and it was so gross that I left my shoes on the rest of the stay. I did mention this issue to Turnkey when we arrived, and they did offer to send someone out the next day. I declined the offer and just cleaned it on my own since we were already in the home. The sheets and towels were clean but did have hair (they need to wash in smaller loads). The silverware was dirty, but put away. I would recommend washing the towels and dishes before using. Everything they gave me about connecting to wifi was wrong, so we had to “diagnose the issue” but they fixed that issue quickly. The wifi is extremely fast and was a great connection up until the last day (wasn't working at all on last day). The bunkbeds were built in place, only using finishing nails. The mattresses were falling through without the support, sitting on pullout drawers at end. Kids could easily cause the entire thing to collapse. There are also nails on the deck that were not hammered in completely. The freezer was frozen shut the entire time we were there. The second day we did not have hot water. I contacted Turnkey and they said they would send someone before noon the following day. Since we had to wait, we started looking into the problem and found that the propane tank was empty. I let them know that same day. We canceled all plans that next day because we could not get showers (some of us went with a cold shower but when I say cold, I mean polar cold). I did not hear from anyone by noon so I checked back with Turnkey. I received a call, they said they were confused with our complaint. They thought we were out of propane for the grill and the electric hot water heater was not working. I explained that the grill is charcoal so that is not an issue, but the hot water heater is a tankless gas hot water heater. They said they did not have gas and it was in the attic (basically, said I was wrong). They dropped off a small propane take that evening (for the gas grill that we did not have) and because we were now on day two of shower issues, we decided to hook the small tank up so we could take showers. If we did not know how to do this, we would have been without hot water from our first full day until our last full day. We lost a day of activities during our stay and majority of the time there, I was chasing down issues instead of enjoying my stay. When the workers were at the house on our last full day, they said guest services would contact me to compensate me for my issues. They never called so I contacted them a few days later. They did offer me a $515 refund (8% of my stay). With all the issues and time, it took to be fixed, that refund was more of an insult but at least it was something. The home does have amazing views. If it was cleaner and the propane issues was handled same day, without us having to do it all on our own, I would have gave them 5 stars. The house is on a public beach but it is quiet and when we were out there, everyone gave us our space. It is the end house next to the post that keeps people from driving down the beach so if were out there, people did not drive over by us. There were people that had fires at the end of our walk every night though and left a mess. Someone would come around and clean it up daily though. Overall, I would not rent from Turnkey again. The company is too big to provide decent customer service. They were quick to respond and genuinely nice but overall,...

Absolutely the worst company I have ever had dealings with in my entire life!!!!! Worthless, ripoffs !!!! Liars, thief’s, careless, rude, and heartless!!!

Originally we were on our way from Oklahoma, they booked the house and picked it for us. Upon getting within 2 hours of here they call us and tell us the home is a new construction and was not available until noon the next day. We spent 700 with them so far (turn key vacation rentals) then we had to turn around to find a hotel that would accommodate us and spend 789 dollars for 1 night due to how many of us there was and how many rooms it took in Ennis tx. Then we get here the next day and this “new construction” was in a bad neighborhood and run down. We have called the people because our door code wouldn’t work and even though they told us we could check in at noon the made us wait outside until 3 o clock. We get in the house and there are only 3 beds and would not fit our family. We call them angry cause they assured us it would fit our family. We spent a total of 8 solid hours on the phone with these people if you would add them all together. They offer us a free extra night for the trouble! However that house wouldn’t fit us and it had bugs, mold, exposed wires, rust, cracked walls, no ocean view even though it was advertised, dirty fans, missing lighting covers, greasy blinds, not swept of mopped, it was absolutely gross and nasty! And too small. We call them back and the manager says I can either deal with it or take a refund and vacate the property. He was doing nothing else for us. We then take an hour to think about it because he said he had 0 available homes to transfer us too. The first home we found on VRBO was theirs so we called back in and confirmed it was available, however they refused to move us to it and said we would forfeit our free night and pay full price for the other house. So I asked them to give me an hour to see if we would find something else or we would have to tough it out cause there is 10 of us already here in two vehicles. Then an hour later I call back and they told me I accepted the full refund and left the house. I never accepted the full refund as I asked for an hour to make a choice. They in turn turned off power to the door code box on the door with our premature infant babies formula in the house and my credit card that I needed to even think about booking something else. I called the Galveston police department and they had to come to help us get our stuff as they said they were coming and didn’t and we had a hungry screaming infant and no formula, cause he takes a very special kind that we order. The police finally get us the stuff out of the home and the company was on the phone the whole time, they kept saying I accepted the refund, upon one of the managers listening to the call he called me back and admitted I never said that but it’s too late and their is nothing they will do for me unless I pay full price. So we have deposit and every dime they took tied up waiting on a refund and then have to call a new vacation rental place (vacasa) and spend 1195 for the two remaining nights. This home is leaking, flooding through the door, mold, and their was blood all over the child’s comforter in the kids room. We also have a call into them but customer service said they could not help and wouldn’t do any good to get repair man out since we are leaving so soon, no compensation offered at this time from this company. So for 3 nights stay we have almost 3000 dollars tied up and the original house was only suppose to be 7-800 for...

Wow. Just wow! Everything was perfect. The house was GORGEOUS! The renovation was done perfectly...100+ year old charm & quirkiness meets gorgeous, modern, luxurious upgrades. I did a lot of cooking for my team while we were there & was a little skeptical about cooking in that kitchen because of the layout, but I actually loved it & fell in love with the French door oven, so now we are planning to replace our oven in our home with one. LOL! The tin ceilings were breathtaking, too & we really loved how there was so much original glass in the windows of the home.

The house is very well equipped...in fact, I need to say that this was our second stay in 8 months at a TurnKey property, but we have been staying in vacay rentals through HomeAway/VRBO for years. In all our stays, there are several things that stand WAY OUT for the TurnKey properties vs. others. Mind you, we have NEVER had a bad experience in a HomeAway/VRBO property, but the TurnKey experiences have been absolutely STELLAR! First, the homes have been the cleanest...like (embarrassingly) cleaner than my own home. Second, the kitchens have been the most well equipped I have ever seen in a rental - ever! Third, the beds have been the most comfortable - & I will NOT re-rent a home where the beds were uncomfortable. Nobody wants to go on vacation & not be able to sleep because the beds sucked & end up not enjoying their vacation. Lastly, they are very responsive, easy to deal with & offer excellent customer service!

I was planning to re-rent the Park City house through TurnKey again this summer, but someone else beat me to it. However, they are now my first stop when looking for a vacation property. They seem to hit every major thing that is important to us in a place to stay.

Overall, 10 out of 10 on both the house & the...