Vacation rent dilemma

[Paco Anton]

Hello.

I thought I'd post here what just happened after a week skiing in the Alps. Opinions are very welcome.

Our group of 12 rented two apartments in a French resort in the Alps where we spent one week skiing. We are all grown-ups with ages between 40-50 and have been going to this particular resort every year for the last 8. We left the apartment last Saturday and just received this email from the rental agency:

Hello Mr Anton,

We had problems in the kitchen of the 295 you had rented.
Just to be aware that the owner of the accommodation just put 100k€ in the renovation of the flat.
For the first year of the renting, you had made not really nice stuff in the kitchen…
Owners arrived after you and was not happy at all about the painting, wood floor (very expensive one) and cupboards of the kitchen.
We will try to fix the floor and the painting ourself but they want to change the wood of the 2 cupboards (a lot of grease spots…).
So we keep 400€ on your deposit today to pay the wood & the carpenter. We will send you the bill in time if you want.
From our side we work a lot to keep the apartment on the renting market but at the moment the owner don’t want to rent it anymore…so, thank you very much…
And please next year do not hesit to ask to another agency for an accommodation.
It is our first problem of the season (hope the last one), but at the end it is not really respectfull.
You even not indicate me that when you gave me back the keys…

Have a nice week.
Best regards,
Benjamin

The agency immediately charged 400 € to my credit card (used to pay for the rent, no deposit was requested).


This was my reply:

Hello Benjamin.

I was not aware of any problems when we returned the keys. We treated all the furniture and equipment with the same care as we do at home and we did not damage anything as far as I know.

This is the 8th straight year for us renting in Avoriaz and it is the first time we have had any complaints, so I would appreciate if you could send me pictures of the damage that support the owners claim so we can verify ourselves.

Thanks.

We (our group) are debating whether to just contest the credit card charge or wait for info/pics/whatever. I think they are being too rude, although it may be because English is not their mother tongue (nor mine btw).

What would you do?

[LakeCleElum]

If I felt as you do, I'd contest the charge with the credit card company. They will delay payent until/if they can prove their claim.....Best of luck.

[2porscheguy]

So they're claiming extensive damage to the floors, walls (paint), and kitchen cupboards? What exactly happened? Were you walking around the apartment in your ski boots?

Although, Benjamin does state that the current owner "don't want to rent it anymore....so thank you very much...." He might be trying to recoup his recent 100K Euro renovation costs by sticking it to his last rentals...you! Ya, I'd reverse the CC charges asap!

[john70t]

Two different apartments in the expensive french alps? Twelve people? $400 extra euros split between all?
Call it a bullcrap tax. Pay and forget about it. Any damage could have been caused by a person in the group. That is what they are counting on.

Or, fight it:
-Contest the credit charges immediately.
-Agency should have insurance to cover all damages.
-Get video from the last day. And the first day.
-Disclosed nothing.
-Demand the specific damage charges from agency with photographs and receipts.

-Add negative feedback on the internet.
"POSSIBLE FRAUD ALERT. This is what happened to us".

[stealthn]

Originally Posted by john70t

Or, fight it:
-Contest the credit charges immediately.
-Agency should have insurance to cover all damages.
-Get video from the last day. And the first day.
-Disclosed nothing.
-Demand the specific damage charges from agency with photographs and receipts.

-Add negative feedback on the internet.
"POSSIBLE FRAUD ALERT. This is what happened to us".

I like the cut of your jib sir!

[Mike80911]

I would call the CC company immediately and contest the charges. In the future I would also make a video both when you arrive showing the condition and right before you leave so you have proof of how you left the apartment. If they charged your CC as rent and you have proof that you paid the rent in full the CC company will definitely reverse the charges

[motion]

Sorry to hear this, Paco. Next time you guys can all come to Montana and stay at our place 2 miles from the ski hill for free

My wife always takes video when we turn in the keys on something. I'm always embarrassed, but she is right. You can never be too careful these days.

[cstreit]

This is good advice. We've never done this before, but I think i will from now on.

[Gogar]

I think when there are language, distance, and currency issues there is a higher probability for things like this because they want you to just give up in hopes that it will go away.

If you can (in a very nice way) request proof then I think that's your best bet. They are counting on your giving up.

[Paco Anton]

Thanks for the comments everyone.

Incidentally one of the members of the group is a professional floor installer and he has pointed out that the floor and treatment used in the kitchen are not suitable for any kind of cooking as you would do... in a kitchen. Also it is not surprising that kitchen cupboards get grease stains.

Everybody in the group is shocked as we did not do anything out of the ordinary so the possibility of anal retentive owners is a solid one. As you can see in my reply I asked for proof or pictures of the "damage". I will wait a couple of days and then reverse the charges if I do not receive anything from them. However if they come with a reasonable amount (say 100-200 €) we might just divide it between the 12 of us and forget about it.

Originally Posted by motion

Sorry to hear this, Paco. Next time you guys can all come to Montana and stay at our place 2 miles from the ski hill for free

Richard, you are too generous, moreover knowing that we leave grease stains in the floors and cupboards

Maybe we can exchange a few days in your place for a parking spot for your Africa Twin in my garage

[aap1966]

Unfortunately very common practice here in Australia, particularly with holiday rentals.
Pick a target unlikely to contest the charge (interstate, overseas) and withhold the bond / charge for 'damage' (i.e., inevitable wear and tear.
Only somewhat unusual aspect of your scenario is that you say you regularly rent from them......., usually the agencies don't try to P off their return business. Was it booked in a different name to usual?
Alternatively, you may have been the last rental before the owners move back in, so you get to pay to remodel the kitchen.
Lucky you.

Contest it.

[Paco Anton]

Update from the agency. They seem to want the full 400 € and pretend they are making me a favor.

Hello Mr Anton,

Please find attached some photos.

It is worst in real than on it.

We even have some stuff on the roof of the kitchen.

Our technician spent all his morning inside to fix a maximum but at the end we must change the doors of the cupboard and sand down all the floor of the kitchen…

So it will more expensive than the 400 € we took yesterday…but it is ok…

I stay to your disposal.

Best regards,

Benjamin

Two options now. Contest the charge or contest the charge and send an explanation email.

[2porscheguy]

Those are some serious grease stains but...is that untreated knotty pine on the cupboard doors? I would agree with you that this material is totally unsuitable to any kitchen let alone a rental unit. I seriously doubt that that will just "buff out".

Incidentally, did you happen to notice if any of those stains were there before you occupied the unit? You've also been in that unit several times before in the past. How was the kitchen finished previously?

[Gogar]

It's like they slapped $75 of Pine up there so they could later charge someone $400 so they could buy the stuff they were really going to use.

[craigster59]

Send them 2 gallons of Verathane and tell them to finish the cabinets properly this time.

[impactbumper]

just pay it and move on. 400 Euros. Obviously you can afford to ski in Alps, this should not be a big deal. What I would do, I would ask other participants to chip in so you do not get the hit.

[Evans, Marv]

Contest the charge with the explanation to the card company that this is a scam. If you & the members of your group didn't leave the room(s) in that condition, reply to the rental agency that they (& the owner of the unit) are perpetrating an obvious scam on you as a client and for that reason you decline to pay their charges. Additionally explain to them this is a fairly common scam by businesses aimed at customers unlikely to contest it. If these pictures aren't even from the unit you rented, state that in addition to the comments by your flooring/cabinetry expert. Inform them you will be letting this be known via social media.

[2porscheguy]

Originally Posted by Gogar

It's like they slapped $75 of Pine up there so they could later charge someone $400 so they could buy the stuff they were really going to use.

.....exactly what I was thinkin'! The owner figures since he's done renting this place, I may as well "have my way" with the last damage deposit I get!....Lucky you Paco!

Paco, don't wait....get the CC charges reversed yesterday!

[whiskyb]

Those could also be pictures from another unit that is finished the same that they keep using to rip off customers

[Otter74]

Originally Posted by impactbumper

just pay it and move on. 400 Euros. Obviously you can afford to ski in Alps, this should not be a big deal. What I would do, I would ask other participants to chip in so you do not get the hit.

Note that the OP lives in Spain, not the USA.