I have been a host for six years across two cities, and I wanted to put out some information about my experience with Turnkey Vacation Rentals in Nashville, TN. This company was a complete disaster for my listings, and I would never recommend any host use them. I have a TON of things to say, but I'll try to list the basic issues with their "service."
1. They advertise a "hands-off" and "worry free" service for absent landlords. It was anything but. They couldn't even handle basics like getting the lawn cut before it was 3 feet tall in mid-summer, causing mutiple terrible reviews. I had to check up their work constantly, and they showed no care at all to making sure guests had a good experience and would leave the listings with good reviews.
2. They similarly advertise high-quality vacation listings, but they were awful at basic things that give guests a good experience. Replacement towels and linens were of really low quality, and not maintained well, despite these expenses being charged to me. They didn't even try to use good products when they weren't paying for them! Again, no care given to providing a good guest experience, and the listing suffered for it.
3. They never held guests accountable for damages or even apparent theft. Items went missing from the home, including a full bed frame. Curtain and bathroom hardware was pulled down and shoddily replaced multiple times, but no guests were held accountable for these damages, and I ended up eating the costs.
4. Becuase the reviews suffered so terribly, after buring through my old airnbnb reservations that were already in place at handover, they had one good month of revenues (when their listing was new), and then after that, reservations tanked. I had 3-4 days out of two months reserved when I finally fired them. Now I'm having to cover the mortgage at this house with no revenue coming in for two months wheil I wait to get a long term tenant in place.
Bottom line, this company is unprofessional in many ways and not to be trusted with any property that is nice enough to be a good airbnb listing. Plus, there is no bond or deposit in place to ensure their care of your property or business reputation. Use their services at your own risk.
I recently rented a home from Turnkey Rentals in Carolina Beach and they cancelled less than two weeks before arriving. They've been horrible to work with--have only found lesser quality rentals to replace ours before telling us we're on our own. We've already paid $6000 for the home and for travel there. They've told us they'll refund us but we have yet to get it back. Meanwhile I'm scrambling for a month long rental. I will never use this company again and will actively voice to others to do the same.
WARNING THEY WILL STEAL YOUR MONEY!!!! STAY AWAY. Forest fires and evacuation orders a few blocks away from their property all they did is state their cancelation policy over and over, no refunds allowed for any reason. ABSURD!!! FRAUD!!!! THEFT THEFT THEFT!!!! Stole over $2,000 from us.
Big Bear, CA home owners PLEASE READ!!!
If you own a home DO NOT USE TURNKEY. If you are using them already REMOVE your home and stop doing business with them immediately. They have a class action lawsuit against them for their unethical cancelation policy. The BBB is investigating them. They have over 800 people in a Facebook group on a mission to take them out of business. Just search the negative reviews on various websites and you will see for yourself (ignore the positive ones which are "invited" and fake reviews).
If your a potential renter BEWARE!!! THEY WILL STEAL YOUR MONEY!!
There were advisory notices from fire department and Sheriff to stay out of the area to help evacuating residents. There were evacuation orders just a few blocks away from their property. They said their "local team" says the property is available and we should go there. They have no regard for human life they would not allow us to postpone or cancel, no refunds for any reason. They stole our money!!!
Harma168 - do you have a recommendation for a good management company in Big Bear? They all seem to be in over their heads and we're not willing to pay the exorbitant fees while we end up doing most of the managing ourselves. (Which is definitely the case w/turnkey.) Also, what is the name of the FB group - we'd love to join! Feel free to respond to firstname.lastname@example.org. Thanks!
I am a host with Air BnB and I also would advise against doing business with this company. They have been terrible to work with and, in fact, there is a whole Facebook group devoted to the grievances of people who have had the misfortune of working with them. It sounds like both hosts and guests are treated with equal disdain. There is also a class action lawsuit that has been filed against them. I would advise Air BnB to remove them from the community as they seem to be thought of as incompetent crooks.
Thanks for the info!
In addition to the remedies being sought in the class action suit against TurnKey, Airbnb might adopt a covid policy requiring the refund of occupancy related taxes and fees in case of restrictions barring travel to, or occupancy of properties. This would keep owners and property managers whole while preventing unscrupulous property managers like TurnKey from pocketing taxes and fees not expended on the renters' behalf. Companies like TurnKey do not reflect well either on owners or Airbnb.
If our rental experience is any indication, owners should avoid TurnKey.
When so many lives and businesses are disrupted by the pandemic, it is always appreciated when a merchant steps up on behalf of their valued customers. Unfortunately, TurnKey Vacation Rentals is on the wrong side of that human-decency equation.
In our case, this disruption took the form of a local ordinance, adopted a month before we were to occupy the property but after our reservation had matured under Airbnb rules -- meaning that any adjustments were solely at the discretion of the owner. The ordinance banned multi-family gatherings, which blew up up our annual Christmas plans with our two grown children and their families. The total rental cost was roughly $9,000.
Of this, less than $7,000 was for the actual rental. The rest consisted of various taxes and fees. The invoice from Airbnb specified more than $1,200 in fees and taxes that were occupancy related. We asked TurnKey to refund these expenses, since TurnKey wouldn't be incurring them on our behalf. This proposal would have left TurnKey whole. But they refused to work with us multiple times and even refused to forward our request to the owner. Instead, TurnKey pocketed these occupancy related expenses, as an unearned windfall.
Merchants who expect their customers to come back don't run businesses this way. My wife and I travel extensively in normal times. In the future, we'll avoid TurnKey and Airbnb, even when the alternative costs more. Owners who value return business should avoid them, too.
@Paul7058 Please do, by all means, avoid the listings managed by large listing companies who have little skin in the game but please don't give up on the many Airbnb hosts for whom guest's customer satisfaction is key to their (often small) business.
@Paul7058 You could also investigate a small claims court claim under the laws of frustrated contracts. No idea which state has jurisdiction and the above law varies by state but perhaps worth a quick google
This is a scamy company, I strongly recommend not booking with them. I booked through their site and my reservation was canceled without a reason. When I contacted the company to have it reinstated they tripled the price and told me they changed the rates. I consider it the company's responsibility to honor the rate they post on their site. I strongly recommend booking with another company.
@Ellen763 "...strongly recommend booking with another company." Even better, steer clear of places that are managed by big management companies. Home owners who manage their own listings (or have a competent co-host) and have a history of good reviews, have a vested interest in being appropriately responsive to guests.
My initial reaction on reading this thread was, the mind boggles. Why hasn't the US corporate watchdog shut this company, Turnkey Vacation Rentals down?
It is hard enough trying to get the STR market to run smoothly without companies like this coming along and pulling the rug out from under our feet. Thank God they are not active in my part of the world.
The public deserves protection.....where are the authorities in this?
Then I decided to look Turnkey up on the internet to gauge just how bad this company is, and one of the first sites to come up was, Trustpilot. Now I know nothing about Trustpilot except that it is a review site and Turnkey actually seem to come out reasonably well. They are one of the better overall reviewed companies. From 2,950 reviews 66% of respondents classified them as 'Great' to 'Excellent'!
A still substantial 31% put them in the 'Bad' category, but they fared much better than I expected they would after reading the posts here on the CC.
Some companies have an infinitely worse review rating than Turnkey......
No I don't know if Trustpilot accepts incentive reviews, where some sort of enticement has been given for a positive review, but looking at that review site I wonder why Trustpilot's result vary so significantly to ours here on the CC.
Airbnb gets painted in a much worse light when you look at a site like Airbnbhell. I wonder if we only hear half the story on these threads.
@Robin4 Well, of course there aren't likely to be many hosts or guests who would bother to post here just to say what a great experience they had with Turnkey, unless they had been incentivized in some way to do so.
But 31% bad ratings doesn't sound like anything for a company to be proud of. And even a broken clock has the correct time twice a day.
Man i'm torn between building my own team or trying to hire turnkey after reading this thread. If you actually go through and lookup up reviews (galveston area) from guests they really aren't bad at all. Looks like some inconsistencies with communication and some overpricing that lowers the value score which really isn't a deal breaker considering the time Ill be saved.
As an owner who used Turnkey for 3 years, I can give them a positive review. Early on the reps were not skilled, but over time TK built a competent team. For the last year and a half they were responsive and on top of details. At one point they weren't communicating well with our trusted cleaner, but after bringing it to their attention they resolved that quickly, and she continued working with them, including new jobs they got for her, which we appreciated.
The local team (Cape Cod, MA) took great care of issues at the house. For example, when the fridge broke they helped get a rental fridge quickly (during covid, when none were available for purchase). They arranged trash pickup on changeover day without charging us, because town pickup was a couple of days later (we rent Sat - Sat) and guests were unhappy arriving with the trash barrels full (even though they were outdoors, and the house was spotless). When the water heater broke, they arranged a plumber and got it fixed without us having to do anything.
We chose to end our relationship with TK this year because we found we can rent our property for full months with free listings on craigslist. We were not happy with the large fees TK charges us and then how many more charges they add for guests. To net our weekly rate, guests were paying nearly twice as much. Still, guests were willing to pay it, and we were fully booked during the whole season (it's a summer rental).
Turnkey treated us well for over 3 years. Their policies were clear and transparent. After the initial growing pains, TK did a good job for us, netting us good revenue while taking care of all the hassles of arranging rentals and issues at the house.
At least in the Cape Cod market, Turnkey provides good service, and are good to work with.
Wish I could leave less than one star. I booked a 5 bedroom home with Air BnB who contracts with Turn Key. The house was booked 6 months in advance for a 30th birthday on one of the busiest weekends in South Lake Tahoe. I received a notification two months before the trip, that the house was canceled because “the house doesn’t rent anymore”. Since we are now only two months out, there are no available properties to accommodate 10 people. After 10 text messages, they finally offered ONE 3 bedroom house an hour away. They had nothing more to say besides “we apologize for the inconvenience and thank you for your patience”. What kind of rental agency cancels a home with no explanation? Fortunately I only had to pay half up front, which is being returned. However there are no options to book large enough homes, even through other platforms. They did not even offer compensation for a future booking. Truly unbelievable the zero customer service support they provided. Essentially stranded 10 people who already booked airfare.