Thursday,

J uly 1 6, 2 015 at 1 1:52:40 A M Pacic Daylight Time

Subject:
Date:
From:
To:

Re: Your inquiry: Jul 1 through 8 - VRBO.com #357891

Thursday, July 16, 2015 at 9:02:42 AM Pacic Daylight Time
Joan Raonin
Jennifer MarroO

Joan Raonin has replied to your message

Property
Dates
Guests
Owner name

#357891
Jul 1-8, 2015 , 7 nights
3 adults, 3 children
Joan Raonin

Hi Jennifer,
Yes, but you also tried to file another claim with Pay pal earlier this month and you stat
ed that you've been in contact with your credit card company about filing a charge back.
Have you or is it your intention to file a claim or charge back for the $1,400 payment we
received from you via Pay Pal?
Despite what you might think about us. We are not in the business of defrauding people
or stealing our guests money. We had an issue, as issues occur in the business and we
acted responsibly and swiftly to rectify the situation to the best of our ability. If our solu
tion wasn't to your satisfaction you could have simply cancelled your reservation and re
ceived a full refund.
There are many companies who's policy is to just cancel the reservation and refund the
money without so much as assisting to find the travelers alternative accommodations.
In a city as old as NYC with 54 million transient tourist every year there are always is
sues that arise with regard to infrastructure, bed bug infestations and of coarse there's
the occasional hurricane and the power outage and floods that accompany them and
we even get the occasional terrorist attack.
We've been in business through all of it and it's never easy when we can't provide an
apartment as promised but we'll keep on trucking through, as the good we do for large
families that cannot afford the hotels in this city, far out-ways our inability to honor the
occasional reservation when something beyond our control prevents an apartment from
being available.

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I'm sorry to have rambled on but believe it or not this is quite frustrating for us as well.

Thank you,
Gene

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Conversation history
Jennifer Marrott sent a message

Jul 15, 2015

Gene, Paypal and our credit card company state that you received payment of
$1400 on June 10th. We contacted Paypal and placed a hold at that time due
to a lack of confirmation from you. This dispute was resolved on June 12th
when we received communication. You have had $1400 of our money since June
12th. Our stay was from July 1st through July 8th. We were inconvenienced by
your company by switching apartments on us the day before our trip and
requiring us to find a hotel for July 1st, as this other apartment was
unavailable until July 2nd. However, we paid a final cash payment of $778
plus the $200 security deposit to Angelique upon receipt of the apartment
keys. We have honored our obligations to you. We were told that we would
receive our security deposit back and that is our expectation. We would like
to have this refund posted through Paypal during tomorrows business hours.
Thank you. Jennifer

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Joan Raonin sent a message

Jul 15, 2015

Hi Jennifer,
I'm sorry but at this time there is a hold on your refund pending the outcome of a poten
tial credit card/ pay pal charge back.
It has come to our attention that you have attempted to file a charge back claim with
Pay Pal and that it is now your intention to file a charge back with your credit card com
pany for your initial $1,400 reservation deposit paid on June 8th.
If this proves not to be the case then we will gladly refund your $200 security deposit
payment.

Thank you,
Gene
Jennifer Marrott sent a message

Jul 15, 2015

Good afternoon. My family and I stayed in an apartment at 653 E. 14th St. in

NYC. We checked out on July 8th. We have not yet received our $200 security
deposit back. Roy stated in a previous communication that it would be
refunded within 5 days of checkout (I assumed business days, which would be
today) through our Paypal account. Please tell me when and how I will get
that security deposit refund. Thank you. Jennifer Marrott
Joan Raonin sent a message

Jun 30, 2015

Angelique (347) 720-6948. The apartment looks much nicer in person I think you guys
will really like it and be comfortable there. Also there is a bocce ball court and tennis
court right behind the building on the mezzanine level that you can use there is a bocce
ball set and rackets in the apartment available to you.
Jennifer Marrott sent a message

Jun 30, 2015

How is this comparable to listing #357891? That listing shows an updated

bath and kitchen. This is old, not retro. Though we are currently searching
for alternate accommodations, it is unlikely that we will be successful at
this late date. So as of right now, we will meet Angelique at 11:30 AM on
July 2nd to drop off luggage and get keys. We will pay her the remaining
amount in cash as we agreed: $2490 for the stay including taxes + $180 for
cleaning/laundry fee = $2670 - $1400 (Paypal on 6/10) = $1270 (remaining
balance) - $382 (1-night stay + taxes) = $888 - $110 (car service from
Marriott to apartment) = $778. We will also have our $200 refundable
security deposit ready. We will expect to take occupancy of the apartment at
653 East 14th St Apartment 6C around 2 PM on July 2nd and retain that
occupancy until we check out on July 8th. Please make sure I have
Angeliques phone number today so I can text her when we leave our hotel

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giving her time to meet us at the apartment. Thank you. Jennifer Marrott
Joan Raonin sent a message

Jun 30, 2015

You're total nightly cost is $382 so you'll simply need to deduct $382 from
your balance due and whatever the cost of your taxi is from the hotel to
the apartment.
Joan Raonin sent a message

Jun 30, 2015

pictures of 653.
i'll send the other things this evening.
Jennifer Marrott sent a message

Jun 29, 2015

Thank you for your communication. I will text as soon as we land. Jennifer Marrott
Joan Raonin sent a message

Jun 29, 2015

Hey Jennifer,
At this point it looks like I'll be the person meeting you at the apartment for check in at
Approx 1:00AM. If that changes I'll email and text you.
As I said on the phone earlier today your balance is due at the time of check in.
Please text me when your plane lands so I know you're on schedule and have time to
get over the apartment to meet you.
Thanks,
Roy
Jennifer Marrott sent a message

Jun 29, 2015

Good afternoon. I need more information on listing #357891 that we have

reserved July 1 July 8. (confirmation # 357891-71-78). The total for our
stay is $2,670 ($2,490 including all tax + $180 cleaning and laundry fee).
We paid $1400 via PayPal and it was confirmed by your rental agency on June
12th; the remaining balance of $1270 + a $200 security deposit will be
remitted upon our arrival. As we are uncomfortable carrying around this
amount of cash, we would prefer to use another payment source of your
preference if possible. Please let us know if there another payment option
available. We will be arriving in Newark (EWR) at 12:34 AM on July 2nd on
United flight 1463 (out of Seattle). I anticipate arrival at the apartment
at around 1:30 AM and want to know exactly how to get into the building and
how to get keys for our stay. Thank you for your communication and
assistance. Jennifer Marrott
Jennifer Marrott sent a message

Jun 22, 2015

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Jennifer Marrott sent a message

Jun 22, 2015

We are looking forward to our trip! We are trying to make transportation

arrangements to the apartment from Newark airport, but we need the property
address to make the plans. If you have a transportation service you would
prefer us to use, please include their contact information as well. Thank
you so much!
Joan Raonin sent a message

Jun 13, 2015

No problem. We'll be in touch a few days prior to your arrival date to make final
arrangements for check in.

Thank you,
Gene
Jennifer Marrott sent a message

Jun 13, 2015

Thank you for your confirmation on the reservation. I will show it as resolved for paypal.
After payment we didn't hear anything back, we couldn't see the property on the VRBO
site anymore, and the phone numbers listed didn't have a name associated with the
voicemail. I was probably too fast. I will mark it as resolved.
Joan Raonin sent a message

Jun 12, 2015

Hi Jennifer,

Please advise as to the status of the PayPal dispute you filed this morning.
Thank you,
Gene
Joan Raonin sent a message

Jun 12, 2015

Hi Jennifer,
We're in receipt of your deposit payment and your reservation is now confirmed. Your
confirmation number is 357891-71-78
Please confirm your flight or travel info so we can track your arrival time.
Please let me know if you'd like for me to arrange a car to have you picked up at the air
port? Our rates start as low as $55 for a standard car up to $300 for a Limo. We also
vans and a luxury Mercedes Benz SUV starting at $110.
Please be in touch one week prior to your check in date so we can make final arrange

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ments for check in.

Thank you,
Gene
Jennifer Marrott sent an additional inquiry

Jun 10, 2015

Dates Jul 1-8, 2015

Guests 3 adults, 3 children
We just sent a deposit of $1,400.00 to ----@--------.---. Please send confirmation infor
mation with property address so we can arrange ground transportation. Please note my
email address is ----@--------.---. We look forward to our trip. Thank you for your help.
Marshall Marrott
Joan Raonin sent a message

May 11, 2015

Hi Jennifer,

Thank you for booking with The Welcome Group.

The rental fee for your 7 night stay (June 1 - 8) is $2,680 ($2,490
including all tax + $180 cleaning and laundry fee) I'll need a deposit
equal to 50% of your total rental fee ($1,340) in order to reserve the
apartment for you.

We accept payment via Paypal. You can link your credit card to your Paypal
account if you'd like to use your credit card to fund the payment.
Please send all Paypal payments to our account: welcomegroupnyc @ gmail.com

*Please note: we do not profit from Paypal fees listed below. These fees
are assessed by the company that processes the payment. You must add 4% to
all Paypal payments.
*Alternatively, we accept Checks drawn on a US banks and bank wires are
FREE. Please email for payment instructions.

We honor full or partial cancellation with 30 days notice prior to reserved

check-in date. A 20% re-booking fee will be charged for the canceled dates.

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After 30 days, we'll refund any dates we are able to re-book minus a 20%
re-booking fee. Please review our ad for more details about our
cancellation policies.

Upon receipt of your deposit, I will email you a confirmation of your

reservation by the end of the following day.

Our property manager Roy 646-565-9239 will meet you at the apartment for
check-in. Please be sure to call him when your plane lands so he knows
you're on schedule.

Your $1,340 rental fee balance plus a $200 refundable security deposit is
due in cash when you check-in. Your $200 deposit will be refunded within 5
business days of check out in the same form of payment your initial
reservation deposit was made.

Please let me know what time you plan on checking-in and checking-out?

Please let me know the number of adults and children and the number of beds
you'll need to accommodate your family/party best.

Thank you for booking with us, we appreciate your business.

Please let me know if you have any questions at all I'll be in touch after
I receive your deposit payment.

Best Regards,
Gene
Jennifer Marrott sent an additional inquiry

May 11, 2015

Dates Jul 1-8, 2015

Guests 3 adults, 3 children
We are interested in booking your lovely apartment for our family vacation. There are 6
people in our family: 2 adults, 4 children.
We inquired a week or so ago and would like to clarify the dates. Our flight arrives in
Newark at 12:34 AM on July 2nd. We would arrive a couple of hours after that. We fly
out the evening of the July 8th. Our stay will for billing purposes will be July 1 - July 8

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(seven nights).
Please let us know what the next step for booking is.
Thank you. Marshall Marrott
Joan Raonin sent a message

May 1, 2015

Hi Jennifer,

Thank you for your interest in our beautiful NYC apartment. Our apartment
looks like a great fit for you guys.
Our caretakers are available 24/7 to meet guests for check in however, If
you fly in at 12:30 AM June 1st you'll need to book the apartment beginning
May 31st.

The apartment is available for your requested dates and your rental fee for
those 7 nights will be $2,490 including all tax.

Please let me know if you have any additional question or would like to
proceed with making a reservation?

Best Regards,
Gene
Jennifer Marrott sent an inquiry

May 1, 2015

Dates Jul 1-8, 2015

Guests 3 adults, 3 children
We are interested in booking your lovely apartment for our family vacation (July 1 - July
8). There are 6 people in our family: 2 adults, 4 children. Our flight arrives in Newark at
12:30 AM on July 2nd. Would we be able to access the property in the middle of the
night? Thank you. Marshall Marrott

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