TurnKey Vacation Rentals - South Lake Tahoe, Glenbrook NV

TurnKey is the worst company that any vacationer can attempt to use. I had a really bad experience with them as of a couple weeks ago. We reserved a cabin in South Lake Tahoe, on a day in which it was a stormy and snowy. We had already paid and reserved 4 days prior to the date of the reservation. We got to Lake Tahoe, and we were told that our reservation was no longer valid. We asked why, and they said that the person that it was reserved under was not above the age of 25. This is despite the fact that we had sent them ID's of other guests who were well over the age of 25, including me. We then contacted customer service, and they said it would be an easy fix. A man said that he was gonna redo the reservation and cancel it for us, with no issues. He then responds 2 hours later (mind you we are in the freezing cold, with food that was spoiling in the trunk), and says that he had cancelled it, and that it was on us to reserve it. We then told him that this is not fair as he promised that he would take care of it. He then told us to call TurnKey customer service. After an hour on hold, they said that we can no longer reserve it as there is no Same Day Reservations. After another 2 hours in the cold, we were left with nothing but no service, no reservation, and of course, a new mission to find a hotel. The man who texted us refused to tell us his name, as he knew that he was well in the wrong. We genuinely despise this company, and this should be a warning. DO NOT USE TURNKEY FOR ANY REASON!

We had a great time at the house! We love the hot tub, BBQ, and the sledding hill directly behind the house. Those pieces were perfect for our family.
We did NOT love the neighbors who complained about us playing very low volume music at 1: 30 pm. Honestly we had a tiny Bluetooth speaker turned to low and they called the owners to complain. Family members who were in the house could not even hear the music!
Other than that our stay at this house was fabulous. Watch out for grumpy neighbors if you stay here.
The house is awesome though!

I wish to give this company negative stars. They cost us nothing but time, money, and hours in the pure cold. We booked a house in South Lake Tahoe. When we got there, we called them for the key code and they just said we needed to validate the reservation. When I did that, they said I had to be at least 25 to reserve the house- which was not something they asked when I was reserving this on VRBO. But hey, no problem. I had my two parents with me that were well above the age of 25 and sent over their IDs as proof. They then said they had to rebook the reservation under my father's name. Which again, sounded like no problem. But, I was wrong. This was apparently a very big problem that this big company could not handle. Some agent canceled our reservation because they said it went against an age policy- even though they had proof both my parents were there. We then tried to rebook the reservation, but they did not allow a same day reservation- even though we technically reserved this house days ago. What kind of rental company cannot override this during special circumstances like this one? But hey, no way would they leave us stranded, right? - WRONG.

After hours in the cold, and hours searching for a hotel. They genuinely destroyed our family trip, one which everyone requested time off for, and one that everyone had been excited for throughout the last week.

WARNING: THIS COMPANY IS DISGUSTING, WORTHLESS, AND DOES NOT DESERVE TO BE IN BUSINESS!
DO NOT BOOK WITH THEM UNDER NO CIRCUMSTANCE!

NEGATIVE 5 STARS IF POSSIBLE.
This company disregards the environmental safety of its vacation renters and does not respect customers. Refused to respond to customers. They do not care even when their vacation homes are almost burnt down, they will still keep your reservation and if you want to cancel, the hundreds or thousands of dollars will not be refunded.
We made a reservation with one of the vacation homes in the SOUTH LAKE TAHOE area provided by Turnkey VR LLC after seeing their advertisement on their services and quality on August 10th. Four days after this reservation, the Caldor Fire started in El Dorado county. As of today, August 27th, one week from our reservation, the Caldor fire along with the Tamarack fire are expanding toward the SOUTH LAKE TAHOE area. We have been reaching out to the company for the past 3 days to seek a refund or reschedule due to this overwhelmingly unforeseeable situation. The local agencies have been posting warnings on the nearby wildfire and the possibility of evacuation at any time in the near future. The customer service representative had been kicking me around to wait for a call back from a supervisor for the past 3 days stating that they need the supervisor the make changes. The supervisor called back and did exactly and kick me around to wait for another 72 hr for another supervisor. The supervisor on the phone does not say anything other than "yes ma'am". Customer services is the worst and does not solve problems.
They advertised themselves as the "once in a life time vacation rental", which is kinda true because nobody will return to them for such TRASHY services for the money we paid.

EVACUATION "ORDER" issued for South Lake Tahoe and this company offers no support. I don't need to further evaluate. This should be enough information for you make future decisions.

If you used this company and are in a similar situation make sure to contact your credit card provider and request a chargeback. Your credit card may even have an insurance for this type of event. Since there is a mandatory evacuation it makes it impossible to receive the service you paid for. This is absolutely worthy of a dispute as chargebacks are not only limited to fraud and can be used for dissatisfaction of merchandise or a service as well.

Lastly, utilize the Better Business Bureau and file a complaint. You can do this directly on their website. This sometimes does the trick as well. Good luck and I hope this helps many.

97% of airbnb and vrbo rentals are rescheduling stays for their properties during the worst ever season of forest fires when tourists are being asked to stay home. VRBO means "Vacation rental by owner" not vacation rental by agency or parent company Vacasa. Most homeowners who use Short term rental services understand customer service, adaptability because they are NOT hotels. Except this company. This company will respond with an apology, and how they appreciate the feedback, but we are tire of hearing the apologies, change the narrative and your behavior to keep the respect of the community. Unconscionable business practices. Stay away.

Very shady operation. First they wouldn’t let us cancel and change plans when the Caldor Fires were ongoing. Saying Airbnb had to approve the cancellation, while Airbnb pointed the finger back at them.

When we arrive the toilet was not operational. When paying $1k for a four day accommodation you expect - accommodation. No working toilet does not count as accommodation.

We notified them the moment we arrived and by day three they continued to respond only by text saying “our Homecare team is working to resolve this issue. ” No one would ever call us and they never actually sent anyone. Nor would they cancel the reservation and give us a refund. Literally held us hostage in a one bedroom with no toilet.

Then they would send texts saying we received notice that the issue has been resolved let us know if you need anything else.

No one ever came! Absolute trash company and will forever change my mind about Airbnb.

The house we rented in South Lake Tahoe was nice. I had a couple questions so I called the Turnkey help line. They were a bit snobby when I had my simple questions. Not sure why it was a reasonable question to ask for late check out and about air conditioning.

I booked a place in Tahoe yesterday. I find out today through national news that the area is under threat of the California wild fires and visitors are fleeing smoke and ash. I am asthmatic and cannot risk being near such condotions. I tried to cancel less than 24 hours later and they are refusing to return the $1700 dollars they took from me and did nothing to earn. Stay far away from this one.

We have a house reservation for next week and can’t get to the house due to the Caldor fires. This company won’t give anyone a refund or a credit to reschedule their trip, even though there’s an evacuation order in place.do not use this company for your rental needs.

Laughably awful customer service. Not from the reps themselves, but from the company as a policy.

TLDR: We have a group stay booked in South Lake Tahoe for the end of September. The property is right on the fire line. Instead of cancelling, I called to see if I could - hear me out - simply change rental properties moving from one TurnKey residence to another nearby one that was more out of harms way.

TurnKey told me that was "absolutely not possible" since it was within 30 days of my booking. 30 days before my booking there was also no fire in the area. The option they gave me was to cancel my reservation with no refund, then re-book for the new property paying full price.

100% unacceptable. A classic example of a company that loves talking the talk until it's time to walk the walk. BOOK WITH CAUTION.

BE PREPARED TO DISPUTE WITH YOUR BANK!

We had a booked a trip and because of the Caldor WildFire we are not even able to travel to the rental because highway 50 is CLOSED AND THERE IS AN EVACUATION and they still refuse to give a refund or even switch our dates to reach absolutely TERRIBLE

Response to the reply there is no protection or insurance on Airbnb which is what we booked with you

Wildfire burning Tahoe and I couldn’t access cabin. VRBO linked to this corporate company that gives no care for South Lake Tahoe. They wanted me to vacation and would not refund or relocate me while lives in El Dorado County were ruined. They care not about people or Lake Tahoe.please don’t use them they are corporate slime that should be run out of county. VRBO partners with them, don’t use them either.

TURNKEY VACATION RENTALS IS A SCAM!
As everyone is aware of the Caldor fires going on, reaching towards south lake Tahoe, evacuations are starting to occur. I booked a cabin for Labor Day weekend for my friends wedding crew and after watching the news updates, it’s not looking promising. I contacted Turnkey Vacation Rentals 2 weeks prior to our arrival date seeking options on a refund with the unforeseeable future if we are unable to get to the cabin safely. The company basically gave me an “oh well” attitude after speaking with two representatives on the phone. They didn’t discuss any options with me nor showed any sympathy. They informed me that since we did not purchase “travelers insurance”, refunds are not available. Which that was never offered to me prior to booking! If highway 50 is blocked off and the air quality is HAZARDOUS with smoke filling the air so bad that you can’t even see far out onto the roads, how do we not qualify with a refund given that services this company CANNOT provide to us? After reading all the other sad/horrific reviews on here with the same current situations, it’s very clear this company does not care about our safety nor providing any customer service. I will never book with Turnkey Vacation Rentals again.

DO NOT BOOK!
Update: I filed a credit card dispute, August 21st, after a recommendation from a TurnKey rep. I shockingly received a call from a Turnkey rep that I had won my dispute and the funds would be awarded. She informed me that it would take time to reflect since they submit the approval to their financial institution, and then it would go to mine. I asked multiple times for written notification that it was being awarded. She stated they could not provide that information and I would receive the correspondence from my financial institution. Here we are, September 9th, and my financial institution notified me that Turnkey REJECTED the dispute! This company is SLIMY to say the least! I've contacted Turnkey only to be greeted with the same run around that no supervisor is available and I would be put in a queue for call back. Turnkey shamefully and purposefully ties the hands of those reps ability to actually help. The rep did confirm that it was in the case notes that I was called on August 25th to be informed that the dispute was awarded, but then back tracked that it was still in the review process. He also confirmed that the recording was attached to the case! MAKE IT RIGHT TURNKEY!

We are avid vacation home renters vs hotel. This is by far the worst experience I’ve ever encountered while traveling. If you want a filthy house that looks like the morning after a frat party, non functioning facilities, and terrible customer service then you have found your company. Upon arrival we made it known that we were displeased with the condition of the home. We found dirty towels in made beds! Every linen in the house had stains on them, and we were left to wash them. Some stains washed out, which tells me they were not washed after the last guest that dirtied them. There were still piles of tape all over the walls from the previous guests decorating, along with dirty hand prints all over the walls. The bathroom wall behind the toilet had some type of bodily fluid dried all over it. By the smell of the room and garbage left behind, my guess would be vomit from the massive party that someone had! With a $200 cleaning fee, this should never happen.

We booked the home knowing it had 3 full bathrooms, only to find out that the shower had standing water and yuck floating in it. It was 90+ degrees everyday with no ac, but we were promised fans. 3/5 fans were broken. That left two very small nightstand fans to cool a two story 3 bedroom and 3 bathroom home that sleeps 10 people. The ice machine was broken on the fridge, and it also said it needed a filter change. The furnace also stated it needed a filter change. One of the perks of a vacation home is that you can cook meals, but not in this kitchen! The kitchen was disgusting! There was a giant grease stain above the stove, and every cabinet was caked with filth. We were informed that a maintenance person would be out to fix the shower and a cleaning crew would be sent. NO ONE SHOWED! No call back, no resolution when we called back. It was the same story every time that they would give us a call back. There was no offer to move us to a different property. We were just expected to sleep here in the filth or clean it ourselves as well as share bathrooms. TurnKey has a contractual obligation to correct maintenance issues in a timely fashion, and that did not happen. I’ve made several calls over the past month and promised that it has been escalated to the regional manager. Never heard back! Not one individual. No compensation for our troubles as promised. I will never stay with TurnKey or VaCasa after seeing first hand the customer service standards. It is full of promises with no follow through. The editing in pictures of homes is fantastic compared to real life conditions. Reviews of homes are skewed as my review was never posted. I wonder if the owner of the property is aware of the condition that TurnKey has allowed the house to slip into. The amount of wear and tear on the house was excessive. NEVER AGAIN!

Our family had a nice and relaxing experience staying at this home. Quiet neighborhood, close to everything. Turnkey provided everything for an easy and relaxing stay.

TurnKey is the way to go, they would answer all my questions in the moment while I was staying at the rental, and they were very professional. I would HIGHLY recommend them to anyone, I will be using them again in the future!