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.
We were lured into allow TK to manage our vacation rental. "Turnkey" and the account manager talked it up that they'd be professionally managing our vacation rental. They use cheap sandpaper toilet paper , cheap TK labeled mini bars of soap and vials of shampoo and charge the homeowner $25 per stay for these materials.
After months of fiascos, we fired them. They send some new employees to do damage control but it was too late. The account manager was non-responsive, flippant response to our complaints, immediately closed tickets that we opened. They absolutely did not care about our property. We arrived after guest move out and housecleaning to find the home in unacceptable state, basic instructions that were given to the account manager were never passed on to the cleaning crew. Total lack of communication all around. Our first group of renters got the place at a steal and then proceeded to trash our home. DO NOT USE TURNKEYVR.
To all TK owners, we are thinking of using TK to manage our property in St. Augustine, FL. The sales person to date has been straightforward with answers and easy to communicate with. It is scary to see these reviews here and I am wondering if any of you have had experience with TK in our area? Open to all comments, good and bad, thanks for your input!
@Ruth888 4 pages of horrible experiences with this company and you have to ask? Sometimes we want to think that somehow things will be different for us, but not listening to strong warnings about something, be it a property management company, a tradesperson, or a scam listing that the guest knows is too good to be true, but is hoping isn't, is not generally a good idea, in my experience.
Of course the frontline person you are dealing with is apt to seem persuasive and easy to deal with. Then once they have you signed up, it will likely be a different story, according to what has been posted here. And, as you can see on this thread, they sent in a damage control person to this thread, long after the thread first appeared, to try to mop up the damage. As far as I can see, he did a terrible job- acted like these were just one-offs, when they obviously aren't, told disgruntled hosts and guests to contact the company, when they had already stated that they had tried several times and were ignored, etc.
Terrible experience with TK. I hate to leave bad reviews, but this company deserves it and then some. I booked a Lake Tahoe house for us and two other families for a summer trip. Absolutely horrendous experience during the entire process. A day after our confirmed booking was made, Turnkey started sending emails threatening to cancel our reservation if we didn't get in touch via telephone within 3 days to confirm some information. Tried literally a couple dozen times over the course of the 3 days to get someone on the phone, never with any luck. Calls, sent emails, text messages, and notes through the Airbnb platform as well, but nobody was able to talk to us and the emails saying they were going to cancel our booking kept coming. Started to panic! Finally, at what felt like the last minute before their auto-cancellation was going to kick in, I got someone on the phone. Thank goodness! They asked a couple questions, we agreed to the house rules, and then they said everything was fine, enjoy your trip! Fast forward two weeks - 2 DAYS BEFORE OUR TRIP with two other families, we got an email CANCELLING our house booking with no explanation whatsoever. Just cancelled, just like that. Hope you can find another place for 10 people with two days notice! This company ruined our trip for no reason. Beware, they might ruin yours too. I will avoid any Turnkey property like the plague.
I had a similar bad experience hosting with Turnkey. There is no accountability, no honesty, no credibility. The cleaning service is a joke. Renters are not screened and they tear up your property and Turnkey does nothing. I went to my home twice and had to clean it myself after the renters left—even though the renters paid a cleaning fee. The promises Turnkey makes are empty and never kept. I would NEVER list rental property with them. Any other company would be better.
We booked a condo through turnkey the first week of August in south padre island Texas. About a week before leaving hurricane Hanna started in the gulf and was headed toward south padre, we decided to give turnkey a call to try and move the booking forward or get a refund because of the hurricane. The company was unwilling to do either so we had the choice to either loose out on 2000 dollars or take our chances, we decided to take our chances. This was the first time booking through turnkey and was the worst experience we have ever had in all of our travels. We have traveled And stayed many places and not once until now have I felt the need to warn people about how bad and crooked this company really is. We arrived shortly after hurricane Hanna. Upon arrival all the metal shutters on the windows were down due to the hurricane which was expected, what was not expected was that there was only one rod to turn the shutters up and they were so old and hard to turn it was exhausting trying to raise them. After the shutters were up we then tried to go out on the balcony to our surprise was a sliding glass door that was literally held together by duck tape and would not budge. This is not only a huge inconvenience it is a major safety issue we closed the shutter back down because the slightest wind seemed like it almost would push the glass in. After seeing this we decided to do a further inspection of the condo. To our surprise there was no grill as advertised in the listing, the place had an unpleasant smell, the walls were filthy, the couch was only half of a sectional instead of the full thing listed and was so worn out that we couldn’t sit on it without getting prices of fake white leather all over us so we had to have a blanket over it the whole time. The cleanliness of this room was terrible, during a pandemic one would assume that more caution would be taken to clean but this place was obviously either very lazily cleaned or not cleaned at all prior to our arrival. When we finally decided to go to bed we pulled the covers back to find long hairs all over the beds like they were never changed. We decided it being late we would just wash the bedding ourselves. This was not possible because the washer and dryer would not work. Our last resort was to call customer service multiple times trying to someone to just bring us clean linens so we could go to sleep after driving 14 hours to this destination. They kept saying someone would bring linens but nobody ever showed up and we were forced to stay up all night. Late the next afternoon someone finally showed up with linen and we were able to make the beds. We had called customer service and told them about the cleanliness, the dangerous door, the busted washer and dryer the disgusting couch the WiFi not working and not one time did anyone ever show up to fix these issues. The funny thing is these issues have all been stated before in other reviews of this room. Stupid me I guess for thinking the company/owner may have done the right thing and fixed all of these issues before renting the place out again but no way. Customer service did tell us that they would atleast compensate for the first night but to this date they have not. What they did do was very crooked, they sent a partial refund of 200 when the room was more than 300 a night but they then charged the amount right back meaning the refund was never refunded. Did they really think that they could get away with this? How many times have they done this to people? I decided to take the time to report this company to BBB because of how crooked and pathetic they are. All in all I would never book with turnkey again and have spread the word about the horrible experience.
@Robert4935 Sorry to read of your horror booking. When you read bad reviews, never assume that the issues have been fixed- if they have been, the host will usually leave a response to the review saying "Thanks for pointing that out- we've now replaced the mattresses", for example, or "So sorry you found it unclean, it was a new cleaner, who has now been fired".
Personally, I would never book a place that is managed by a big property management company- I would look for places that have a real host/home owner, who only has one or a few listings, with good reviews. That's where you're most likely to find attentive hosts who actually care.
@Robert4935 Ha! So not only don't they look after their properties, they lie about bringing over linens and publicly lie about having fixed things. Amazing they are still in business.
I hope you reported this listing to Airbnb, if you booked through Airbnb. They tend to ignore bad reports and reviews on these big management companies, because they bring in a lot of revenue for Airbnb, but they still should be reported.
I just had a terrible experience with turnkey, as a customer. I’ve been in the hospitality industry for the last 16 years and I’ve been on both sides. I’ve had employees that like to go use the restroom when they see an upset guest approaching. That’s turnkey.
I booked a cabin and as you know, confirming availability is a pretty rigorous process that took all day. They were super responsive during that time. After I received a confirmation, saw my funds were taken, and I communicated with my group, turnkey sent me a very generic message that they will cancel my reservation as they have another guest staying over the same dates. They suggested I contact Airbnb. After that, crickets. I sent 3 messages and they replied to none. Airbnb took 5 hours to call me back also because turnkey couldn’t be reached. Pitiful!
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 email@example.com. Thanks!