Transparency with VRBO and Turnkey was non-existent. Our vacation was a horrible disaster starting from the moment we arrived.  The cleaning crew was still there at the 4 pm check-in and we had to wait around until they finished.  Granted it is a large house.  There are numerous maintenance issues that are lacking to list a few and as you read other reviews they have been noted over and over and Turnkey has an answer for everything...However, don't be fooled by their responses: The refrigerator would not cool down 57 degrees (it needs freon), the elevator not working, the sinks in the master did not drain, the fan in the master didn't work the TVs were all screwed up and we struggled to have them operate at a minimum, each day the hot tub lost approximately 8-10 inches of water, etc.  All of the above was something we could live with as we didn't want someone entering the premises due to the uptick in Covid. Again we can live with these inconveniences.  The major issue is the construction of the house next door. They had a crew of up to 8 men from 8 am until 6 pm each day working with saws, chop saws, grinders, backhoe, drills, porta-potty at front walk entrance to the house, etc.  You have to use your imagination as I cannot post videos/photos...trust me it was horrible.  Remember the deck of the rental and the house under construction are only 2ft apart.  We reserved the house on Jan 2nd, 2021 and there was no mention of this...Yes, be assured Turnkey will say it was mentioned in the listing...but all you have to do is read other reviews and it is clear that the wording in the listing regarding the construction was not placed in the listing until months after us reserving the house.  My problem is with Turnkey and the way they have handled this situation.  We were only asking for a minor refund/compensation for the issues.  Basically, the deck was unusable for the 5 days.  The noises were unbearable. I already know how Turnkey will respond to this review...blah blah blah see the other reviews/comments. Again all you need to do is read the other reviews/comments.  My suggestion is to ASK every possible question upfront and hopefully, it will be answered truthfully.  This was not the case with us. I strongly recommend not working with Turnkey... Again the house is beautiful and with some maintenance, it would be an ideal beach house to rent once the construction next door is finished.  My advice is to run...when you see Turnkey is the host of a property.  There are so many more options that will treat you properly. I did receive a $10 gift card for posting this review. read more

I will NEVER rent any property from Turnkey or VACASA (which now owns Turnkey). We have rented numerous properties over the years via VRBO without any problems. If you cancel by the allowed date (generally 1-2 months before the rental starts), complete refunds are issued promptly and efficiently. In this case, we made the grave mistake of renting a TURNKEY-hosted property that was listed on VRBO and paying a $750 deposit 8 months in advance. Their cancellation policy was a refund of 90% minus a service fee. We cancelled (because of COVID) before the cutoff date and Turnkey informed us that they were not refunding any of our $750 deposit because they calculated the 90% on our TOTAL vacation cost, rather than on the deposit itself. What reputable firm does that? I think their cancellation policy is outrageous and deceptive. NEVER AGAIN, VACASA/TURNKEY!! read more

This property management company is horrible. Avoid all rentals on VRBO or elsewhere. Like others, I have had problems with door codes not working, leaving me stranded for hours while waiting on hold and attempting to find a resolution. They are also assholes about changes and cancellations. Never again- avoid at all cost. read more

Horrible experience. Very bad and rude customer service. Very opaque cancellation policies. They have a strange/complicated relationship with Airbnb. Do not recommend using. read more

An absolute lack of competence. I had a place booked in Tahoe for a weekend. The city of Tahoe "shut down" at about 1 pm, but they really just suggested people don't come due to COVID. The mountain was still open and hotels were still open. Turn key did not cancel our booking right away but waited all day just to tell us that they were canceling. That happened at 9pm and left us scrambling for a place to stay. Could have avoided this annoying situation if they just kept us up to date on what is going on. read more

Thank you for the refund but our rental experience was not a pleasant one. It was my 40th birthday and we walked into a house that had not been cleaned from a previous stay/guests, the beds were literally unmade, pillows on the chair in one room, towels in all the bathrooms were either on the floor or hanging. There was a weird stain on the runner. Forget not been cleaned, but in this Covid situation, we might have been exposed since nothing had obviously been disinfected. After we connected with TurnKey Vacation Rentals, they told us that they would pay for our dinner and get the home cleaned in an hour. My cleaners at my home take 4 hours to properly clean my home and they wanted us to believe that the big house would be cleaned and disinfected in an hour? Really? That was interesting. When asked to accommodate us in a similar home, they could not. They even acted like giving us a refund was a favor. We went back and forth on the phone with 4 different people for about 3 hours. We had brought food and drinks with us that we had planned to enjoy during our two night stay and had to throw away most of the food since we had to check into a hotel with no cooking facilities. Our reservations took months of planning with restaurants and wineries all within 15mins and you can image how that worked out since we had to pick a safe and economical hotel at literally the last minute, at 8:30pm. When we reached out to Airbnb they told us that TurnKey told them that the cleaners could not make it due to bad weather. It was a beautiful day with 67 degree weather in Sonoma on Sat. Feb. 20. Please do look it up and come up with a better excuse for your guests next time. We made the best of our weekend but you can only image what it feels like when it is a milestone birthday that you spend months planning for and it gets messed up due to no fault of yours. Booking with TurnKey, think again. Guests can reach out to me for photos, you will be disgusted. Best of luck guests who book with TurnKey. read more

Our flight was canceled due to bad weather. We immediately let Turnkey, Vrbo, and the property manager know. We were advised not to cancel outright as we would l9se the money from our booking. We'll, here we are trying to rebook a couple of days later. Looks like we lose the money anyway. Good thing I purchased the worthless cancelation insurance! read more

DO NOT BOOK THROUGH TURNKEY!!!!! They cancelled our reservation with 24 hours notice with the explanation that "the house was no longer available to rent". I asked over and over again why, and they basically said it was because of bad weather. Turned out they did the same thing to my sister the week before! This is bordering on fraud. USE ANY OTHER COMPANY! read more

This company refused to give a refund, postpone the date or move to a safer location due to a wildfire that was burning out of control near the home we were renting in South Lake Tahoe. We called numerous times spoke to several reps and none would work with us. Roads were closed, air quality was extremely hazardous, and they told all vacationers not to come to Tahoe for vacation this past weekend. Apparently it's not enough bad things going on for this greedy company to want to work with their vacationers. People were evacuating the area yet they wanted us to go their for for vacation?? No air conditioning in the house yet we would be breathing in hazardous air?? I don't get it nor will I or any of my friends or families use them again! Worst ethical company I've ever dealt with!! read more

Do NOT rent a home from Turnkey! Air BNB should not allow them to "host"! We had signed up to run in the Lake Tahoe Triathlon in Aug 2021 with a large group of others. The the triathlon was cancelled due to wildfires and extremely unhealthy air quality/smoke, we were forced to cancel our Air BNB reservation (air quality was in the 600s). Turnkey is not willing to refund any amount of our payment, although every other racer was able to get refunded by their Air BNB hosts despite being past cancellation deadlines (the other hosts are real people, not a vacation rental company). Just don't expect any kind of customer service or support-- this corporation is simply out to get paid. read more

Canceled our reservation 5 weeks before our arrival. Based on other reviews I've read this is not an uncommon occurrence. Said owner dropped them as booking agent. Why would an owner give up 7 weeks worth of rent? Must have been hell working with Turnkey apparently. Ever the great customer service business that they are, offered a measly 10% discount on any of their other properties. When searching Airbnb or VRBO for rentals, avoid listings offered by Turnkey. read more

I would give 0 stars if I could. They do not care about the health and safety of their guests. We can't even drive into the town our rental was located in due to a wildfire, and they did not care and still charged us full price for the rental. I do not want any other person affected by this scam of a place. PLEASE DO NOT RENT THROUGH THEM!! I don't want this to happen to anyone else. Life happens and they do not care. read more

I had everything booked thru turnkey vacation Rentals, and my family and I were almost packed for our Labor Day weekend vacation in South Lake Tahoe, until I received a cancellation notification 24 hours before our arrival. They state that the owner's would not leave the home! Now I'm asking for a full refund and the $300 for the inconvenience they caused and they just told me to contact Red Awning (who apparently handled the transaction) to request the refund! Due to COVID-19 no one actually works in the office to answer the phone. So I started a chat and sent an email requesting the full refund and the extra $300 for the inconvenience that a Rep from Red Awning stated they would give. The chat "robot" stated no but would elevate it. I haven't received a response for the email. Ughhh... my families vacation....ruined! read more

This company is a god damn joke ... plz do not spend money with them. I planned a mini get away taking my elderly parents and family for a few days after lockdown to get away in Lake Tahoe. I found turn key and called them and stated that we want to be close to the water and we want a property for 2 nights with as little stairs as possible as my father has a sever heart condition and it's hard for him to go up stairs. After 40 minutes the found a property for for $800 and I agreed sound sgood right. So I arrive at Tahoe and first it's a crap compare to the pictures second the property has maybe 50-70 steps and it's on the ski resort in the mountains no where near the water as requested and assured it only 5 minutes away more like 30 minutes away. After arriving I'm notified the hot tub doesn't work so no worries it's summer, no ax in the property and the fans don't work so no air at all. Worst part after inspecting the condo it's completely big and spider infected! I remove the sheets to put my 3 year old son and notice spiders under the sheets I called them and they stated someone son the way that someone didn't show up and called again now they are closed! So I packed up our stuff and found a room at harrahs casino and put my family there and till the date almost 2 months no one called me back and my money burnt. Actuall my once they called and offered me a $50 refund out of my $800 that I maybe spent 2 hours in the unit!!! They are scammers and you and your loved ones don't wed to be robbed like this out of a holiday getaway and they are so careless like they did me a favor I spend $800 for 2 damn night I'm now in process of filing a lawsuit and a complain to the health department of Lake Tahoe for snug infested condo that they are ripping people off to get few lousy dollars. Shame on you guys read more

The experience with Turnkey was awful from the beginning and I am still waiting for issues during the booking process to be resolved. But I will only go into detail with my actual rental experience. We all arrived at the house, entered and began our walk through to see where everyone was going to sleep. During this time we noticed a note in the laundry room, letting us know the dryer is currently out of service. Alright, nothing we can't work around. We whip out our disinfecting wipes, just as a practice since you know Covid-19 is still running wild. I go to the bathroom to disinfect and in a matter of seconds notice the amount of dirt on the vanity drawers. A collection of dust and hair weighed down by steam from the shower over time. This view on these drawers was also visible in a thicker version on the baseboards. Still in the bathroom I notice a lot of dust on the over the toilet shelf and the only spots not dusty is where the extra towels are folded. Then, as I am wiping down the toilet and notice what appears to be urine around the base. Completely disgusted now, I whip out a few more wipes and clean it up and the rest of the floor. I could not believe the lack of cleanliness in this bathroom. If only I could say this is the point in the review that I give my closing thoughts, but it's not. I walk over to turn on the electric fireplace and as I do I see that the housekeeper has not properly cleaned the floor. There is a nice collection of dog hair in the corner next to the fireplace. This all leads my friends to go to their bed and pull their covers back; they see what appears to be oil stains in various spots all over the fitted sheet and a few on the flat sheet. This all was discovered within the first hour of being in the house. Then we are preparing dinner and notice that the housekeeper has put wet oven mitts in the kitchen drawer. Okay what! We push on and continue. We started to pull plates out of the cabinet and the first plate was a little wet still, but the second and third plates were a surprise. They literally had wet, melted cheese all over them. Like for real though? Just when you think the rest of the stay is going to be great it's not. So, we feed our kids and afterwards they are quietly playing/ watching tv, that is when we all sit down for dinner. We are eating, talking, laughing and that is when the bench my husband and I were sitting on broke. Before we knew it we were on the floor. Our friends were shocked and then while I was on the phone with a representative discovered that the other bench was also on the verge of breaking as well. We all wondered how we ended up on an episode of Punk'd; because the last 2.5 to 3 hours we've experienced in this house cannot be real. The next morning after this whirlwind of a first night, my husband gets in the shower and then informs me that the shower faucet cover plate is not secure and I see it is dangling. Someone did call the next day before noon just like the representative I spoke to mentioned when I called about the broken bench. A handyman showed up shortly after speaking with someone; fixed the shower cover, the loose bench my friends were sitting on and attempted to fix the dryer. He took the broken bench and informed us that it would take a few day; which for us meant after our stay ended. This is all so upsetting. We all took this trip because we thought it would be very relaxing. But, the first 24 hours was spent dealing with this stuff. This isn't even everything. There are good points however. The hot tub was clean and enjoyable, the kids had a blast in the yard, the two fireplaces in the house were nice, the hot water was really hot, great wi-fi and I liked the snacks. The main two areas that really killed this review was proper training of customer service representatives and terrible housekeeping/regular maintenance. I would have rather left a cheery, nice review; but that would be a lie. read more

***UPDATE*** I was contacted by a Turnkey Rep at 8:30 PM, EST the NIGHT before my family and friends were to fly out from the East Coast to South Lake Tahoe and finally offered to move my reservation to another property. Then when I politely asked for a refund due to the shamefully late response to my request and flights had already been cancelled- was offered a credit. I accepted it and confirmed that would be good at one of their sister properties through Vacasa, as they were nothing but nice and repeatedly told me would have cancelled and refunded me no problem, but they had not integrated the property I had rented yet. Hence 2 days later, South Lake Tahoe did have to evacuate and started seeing social media posts of Turnkey finally refunding reservations. I decided to call one more time and was told I was eligible for a credit only. Again VRBO also referred me back to Turnkey, but they did fully refund their booking fee. read more

Probably best just to read all the reviews; west coast, east coast, southern California, Northern California. All the same. TERRIBLE landlord services from hell. Some decent locations (ours was a 4 out of 5). But no service or response at all. In our experience, during and in the aftermath of a large snow storm at North Lake Tahoe, plowing and snow clearing wasn't done in advance; hence left to us. Trash not picked up, door broken and off leading into masterbed bathroom. And what did they do about any of this in our 4 night stay? Remove the trash from our garage from the previous tenants, and take our magnum of wine that was chilling in the garage at the same time. NO RESPONSES whatsoever during and immediately after. Finally heard from them 3 days after our return, offering a $100 refund on a $2,500 per night residence. As said by previous reviewers, I should have read YELP. My suggestion, don't use. read more

This is my first review on Yelp. I felt compelled to write one after the experience we had. My wife and I booked a Turnkey property for our Honeymoon in September near Bend, Oregon. Days before our stay, the fires in the area were getting worse and OR declared a state of emergency in the area. The air quality was over 500 (AQI), which is considered hazardous. We had no choice but to cancel the trip. I reached out to Turnkey to try and work something out in terms of a refund or credit to use the property at some point in the future. I understand that the hospitality industry is hurting this year with COVID and the fires on the West Coast, but they would not move an inch to help us out. I wasn't necessarily expecting a full credit, but I did expect that they would have some empathy and work with us on some level. The other two places we booked in Oregon were completely understanding and refunded our money in full. Again, I understand these are tough times for a lot of people and businesses, but there's something to be said about treating people right. Beware if you ever use this company for a rental. They will do you no favors under any circumstances. read more

I hardly know where to begin. I would not leave a star if I didn't have to. This company handles Air BnB rentals in Calistoga and Napa. We rented a house in Calistoga 7 months in advance of our trip. The day before we were to arrive we received a text saying "Yay, your trip is about to begin and, good news, you can check in early." 2 hours later we received another text. "Sorry, your reservation has been cancelled, construction is not finished on the home you rented." 6 people, coming from all over the state, and we have no rental. Then they offered us "comparable" rentals, that weren't. For starters, not one of the 4 was in Calistoga. 3 of the 4 were 3 bedrooms, we had rented a 4 bedroom house. The 4th one was in Napa, 45 minutes away from Calistoga, depending on traffic. Took us an hour. But HEY it had a heated pool! The other had a hot tub. We really had no choice. Then we get there. The pool is ice cold, the outdoor furniture had been left outside all winter. It was mildewed, and had puddles on the seats. Many texts later were informed the pool maintenance company would not be coming, so we had no pool. The house was a constant experience of "This doesn't work either??!!" The overhead light/fan in the kitchen wouldn't go on, only one of the 2 sidelights by the stove worked, so cooking was a dark affair. The upstairs toilet was filthy and wouldn't flush unless we added water to the tank. There was no light in the downstairs bedroom. The whole place had a air of neglect. And the gardeners showed up at 10:00 the morning after our arrival and proceeded to use their lawnmowers and leaf blowers in the front and back yards. There was a truck parked crooked in the driveway, which left us one car parking, no garage access. We made the best of it, but I cannot stress enough how inept and downright manipulative Turn Key was to deal with. All promises, no follow through. read more

If I could give a negative five stars I would never ever rent from this place I drove 6 hours with a 8 month old baby a two year old and a three year old they notified me as I was pulling up to the rental property with a text that my reservation had been canceled due to government shut down but my friends also drove to Tahoe and they had a rental with Airbnb and they got to stay in their rental if it was a government shut down how come Airbnb and local hotel are still renting????? It was not a government shut down it was a recommendation not an official order. Then they will not refund me my money I paid 1500 and the offered me a credit of 1300 only for the same house they are very unprofessional and liars when I voiced my complaint they never said nothing just straight silence over the phone basically like oh well it's nothing the can do they are very unprofessional and liars I hope they go outta business don't ever rent from them go to Airbnb because they don't care what the government's recommendation is if you made a reservation and the homeowner took your money your staying Turnkey is a scam they take your money cancel your reservation 20 mins before your set check in and then tell you they can only give a credit I also found out that when you sign up to make the reservation they make it seem like they offer early check in or late check out but they don't and they try to blame it on the homeowners but it's not the homeowners it's turnkey policy check in at 4pm and check out at 10am like really who checks out at 10am Turnkey vacation rentals are using covid 19 as a way to scam people out of money and issue a credit and the staff is so rude and disrespectful they don't care about nothing but taking your money if airlines will refund your money I don't see why they just don't because they want to go by recommendations instead of official orders so it's recommended by the government to issue full refunds if your plans are affected by the pandemic I'm still pissed fuck you Turnkey from the bottom of my heart and run my my money back or I will see you in small claims court read more

There was NOTHING pleasurable about this stay! When we arrived, after driving 5.5 hours, the back door to the patio was open, therefore, pests were all over the unit. The AC was leaking in the kitchen causing a flood. The smoke alarm was going off and the master bathroom was filthy. Dirty towels were at the front door. In addition, we discovered, the master bedroom door which the public has access to, did not properly close or lock. We had to wait 2.5hours for a locksmith. We needed to have dinner and Turnkey told us to just leave; LEAVE AFTER we brought all of our belongings inside up three flights of stairs, LEAVE our belongings unattended with a door that does not LOCK! After reporting all of the issues via text (as they requested), an entire month has passed with them offering us $90 when the cleaning fee is $209. HIGHLY UNACCEPTABLE! I would NEVER STAY here again as the customer service is HORRENDOUS! We visit Hilton Head 3-4/year and this was by far the worst experience ever! Airbnb cannot refund Turnkey's fees. Please do not be fooled by the nice pictures, as they have no intention on providing customer service once they get your money. STAY AWAY PLEASE! read more