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HomeAway, Inc. (AWAY) Message Board

  • madisonwisschesse madisonwisschesse Jan 20, 2013 11:43 AM Flag

    Why I terminated my VBRO listing

    I am an investment professional who has employed VBRO to list my condo since 2007. For the shareholders, I thought I would provide some detail on a dysfunctional VBRO business practice that has caused me a tangible financial loss resulting in the termination of my VBRO listing.

    Contained below is my request to VBRO to cancel my listing over their posting of a malicious and imbalanced review.

    This is to request that VBRO terminate my add for my condo. I was appalled by the lack of judgment VBRO used in allowing what I consider to be a malicious and off based review to be posted for my unit. Due to cancelations of recent bookings, which I believe were spurred by the review, I have already suffered a tangible financial lost.

    As discussed below, I believe this review contains a number of inaccuracies and petty complaints that someone with common sense would have realized and at least inquired about before posting such a review. As I result, I hold VBRO responsible not only for lack of common business sense but also for being negligent in posting the review.

    This is the first review of this nature I have ever received on the unit since joining VBRO in 2007. This fact which should have been readily verifiable by VBRO should have set off a number of alarms with someone at VBRO after reading the review. I should note on the resort web site, I have received positive reviews and a ranking of 4.7 out of five stars.

    The review cites "issues" such as lack of a cheese grater and flying ants hanging around by the outdoor lights one night, which to most would appear to be petty complaints.

    Instead of checking into the resort upon arrival, the guest stated she went grocery shopping and got lost, arriving at the resort after dark when the receptionist was no longer there. Instead of taking personal responsibility for her action, the guest states in the review "definitely not an efficient and pleasant check-in experience". Once again, someone with common sense would have realized this complaint is totally off base.

    Another issue is the guest's disappointment over the fact that the view included the road, which for the most part is actually hidden in the view from our lanai by bushes and trees. Our view goes out for miles and encompasses the ocean and the West Maui mountains, so the two lane road is just a minor part of the view. Over the years, we have received numerous complements on the view, so this comment really struck me as being totally off the wall. Since we have included four pictures of the view in our VBRO add, would it had been too much to ask of VBRO to check out these pictures to see if the concern was on track?

    The review also contains points that are not true such as our beach, which is 3.5 miles long, is man made and labels our unit as run down despite a number of improvements we have recently made on the unit which include replacement of the sofa, both air conditioners, the TV, the window in the bedroom, the drapes in the living room, the microwave oven, and bedspreads. We have also added a stereo. I mention these not to hold VBRO responsible, but rather further point out the unfairness and imbalance of this review.

    In summary, I cannot do business with an organization that permits such an off based and injurious review to be posted on my unit without even discussing the claims with me or providing a common sense evaluation of the review. I hold VBRO responsible for a policy that lacks business sense, affords no overview, and has caused a tangible financial loss to me and possibly the resort.

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