We booked a home in Grand Haven in March. About 30 days before our trip, they called and asked us…read moreto move our dates a week later. They said the owners wanted to use the property for their daughter. I explained that we are flying from Arizona to Michigan for this vacation so we have airfare, time off work, time off school etc for 7 people. A few days later I received a very generic email stating the property we booked was no longer available. They suggested another property (same town but very different walkability, different bathroom count, different setup). Had I cancelled this late in the game I would have been responsible for 50% payment (mind you I had already paid in full). There was zero concession offered, zero apology, zero kindness. To add insult to the situation, I still receive automated texts regarding my upcoming arrival. So I had to scramble to find another place (with less than 30 days) and pay that in full while awaiting a refund on my first booking. Epic failure in customer service.

This July my siblings and I took our kids on a family trip to stay in an old farm house hosted by…read moreTrue North in Leelanau. The house and property itself were beautiful. However, the house was covered in moths and cobwebs when we arrived, the oven was broken (the oven door would not close/latch and you could see sparks flying inside the oven when attempting to bake-definitely a safety hazard), the dishwasher did no actual washing, I found a beetle in the shower, and there were no sheets provided for one of the bed. We aren't high-maintenance and we had a fairly large group so we brushed those things off. Halfway through our stay we realized there was no where for us to dispose of excess trash once we filled the can-I contacted True North and they stated that there was a dumpster in the driveway (there was not), I took a picture to show them there was no dumpster and they said "Oh the property owner can come tomorrow to get it!" The property owner never showed & at this point we have little grocery bags of trash on the back porch, just waiting for raccoons to come get into them. I had to message again and the next day the property owner finally showed up late in the evening. We also found a freaking THC vape pen buried in the couch cushions when digging through looking for one of our own items that had gotten lost! Thank God one of the little kids hadn't gotten to it!! And more evidence the home wasn't being cleaned very thoroughly. There was also no check out/clean up instructions provided within the home or through Airbnb as is typical with other Airbnbs that I've stayed in- I messaged True North again to ask for instructions so that we could do what was necessary at checkout time. They messaged me one set of instructions through Airbnb & later (2 hours before checkout) I got a whole different set of check out instructions in an automated text message! The kicker then is - I notified them when we checked out that there had accidentally been two items broken during our stay (a small glass pig and a lamp shade that my toddler nephew bumped into). Even though there were a lot of issues with our stay- I'm still an honest person and wanted to take responsibility for the mishaps. They told me they would contact "shortly" to let me know if any resolution was needed. I didn't hear anything else from them for nearly FOUR WEEKS when they attempted to collect $303 and some change!!