Complaint Review: Five Star Vacation Rentals Kevin Cobb & Maria Cobb - Big Bear California

What an insult to have a third party respond to a complaint! And to call it extortion how hilarious. They're absolutely right about one thing Kevin NEVER did not call me back once I got the keys to the house. Prior to renting the house Kevin would call me back within 2 minutes every time I called him. Once they billed my credit card and got tbe money, I never heard from them again. I called Kevin at least 20 to 25 times from the location to which bd ignored every single call! You're absolutely right they did never call me back after they got my money. 1. No Plumbing in the bathroom working master 2. Plumbing in the second bathroom upstairs not working 3. Bed broke in the middle of the night 4. Bed broke again in the middle of the night the next day cuz clients were sleeping on the floor 5. Fireplace was not working it was freezing cold in the fireplace is not 6. Jacuzzi was not working So many more I can go on and on with issues with this house! Maria Cobb is a horrendous LIAR, giving you miss truth, I contacted her prior to me going to the house because one of my family members have contacted me and told me to look at the Yelp reviews and they were horrendous. So, I contacted MARIA COBB and told her that I was disabled and I needed to make sure the house was in working order especially have the jacuzzi and tub running, that was one of my big concerns. She assured me that the house was one of their best homes that I would have no problem guaranteed!!! the video speaks for itself so you're absolutely right they did not talk to me AFTER they got my money this company are thieves. All you have to do is look at the Yelp reviews we all can't be wrong! And you're absolutely right I will use my SEO training to help other potential renters not fall for the fake and phony name of five star vacation rentals They can't even respond to their own complaints ridiculous. Maria you know you and I spoke in great detail prior to me picking up the key what a liar!!! #fivestarvacationdump

 First and foremost this company wants to comment on a report and it's not even the people who the report is about. Interesting how they use a third-party to comment however that third-party has no knowledge or has not even taking a moment to contact me to get facts .

Thief comment: "Its also important to mention that Kevin & Maria never had any interaction with this guest during or after their stay " That is absolutely TRUE! , prior to renting the home and prior to their taking my money they were always in contact with me . I would call Kevin and within two minutes he would call me back , it was only after I got the key that he refused to deal with the issues in the home .

I spoke with Maria in great detail, I was very nervous about renting home due to the horrendous Yelp reviews I had discovered after I paid. I was very diligent about my expectations and my disability. I was about making sure that the bathtub and jacuzzi was in working order because of my disability. So apparently whoever is writing this has no knowledge of the truth.

Upon entering the home the moment I got the key and I saw the problem once I tried to contact Kevin he wasn't available, he ignored my calls he never called me back. Needless to say prior to renting the home he called me back immediately but once they got my money they didn't call me back so they're absolutely right, they REFUSED contact with me after they got our money!. And You're darn right I was going to put a bad review and use my SEO talents to ensure that nobody became THIEF VICTIMS.

All you have to do is look at their Yelp reviews and that'll tell you enough. The money that they refunded me was not enough, I felt like I had to take whatever they gave me otherwise I was going to get nothing that's how they work just read their Yelp reviews, we all can't be exaggerating, do the right thing refund my entire payment it was a horrible experience!

When you name your company, “Five Star Vacation Rentals” you clearly set a high bar for your guests’ experience. While we deal in an industry that’s largely occupied by fun and relaxation, it’s something we take very seriously. We’re the first to admit that once in a while we miss the mark.  Some of what this guest claims is true, but most is untrue and fabricated. There’s a big difference between missing the mark and ripping someone off.

Kevin and Maria own Five Star Vacation Rentals and have disabled loved ones. This makes the claim that we would knowingly deceive or ignore the needs of a disabled guest especially outrageous. Its also important to mention that Kevin & Maria never had any interaction with this guest during or after their stay (how would they know of any disablities?) as they are mostly behind the scenes. Additionally, they work in the Orange County office and this guest checked into our San Bernardino Mountain office (2 hours from each other).  This guest first mentioned a disability several weeks after their stay as part of their demand for a refund to add an especially inflammatory element to their complaint. It’s a shameful thing to suggest we would willfully deceive any guest, let alone one with disabilities.  It’s a lie that we deeply resent.

Kevin & Maria were asked to get involved when this guest started her threats.  The conversations to compensate this guest for the problems they encountered during their stay quickly became difficult. We were confronted with threats that they would work online to damage our business' reputation if we failed to comply with their heavy demands. The guest sent an email stating: "I am a SEO expert and I will lauch a campaign that will adversely and most definitely hurt your business reputation if not refunded the requested amount".  Then came the first mention of their disability. We attempted in good faith to offer a refund, but the guest expressed renewed anger during these conversations and began increasing the required amount under the threat of posting damaging reviews online.

It’s pretty clear to see how things worked out. We refunded a substantial portion of their rental fees, but the guest became abusive, and we saw no reasonable way to respond to their continuing demands. They followed through on their threat and posted a review and embellished with some false and offensive claims.

Every year we provide tens of thousands of nights for our guests in high-end vacation rentals. With the rare exception, these stays are fun and relaxing adventures into a luxury experience most of our guests are eager to repeat. We don’t get many complaints, and we’re actually grateful when guests take the time to let us know how we can better fulfill our mission to make each stay with us a great one. We’re sad that we were unable to ultimately remedy this guest’s complaints, and we’re sad they felt the need to exaggerate their complaint in such a dishonest and hurtful way.