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A Moab House

5.0 (1 review)

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Arches Vacation Rentals - This last photo was the entrance of our unit . Very appealing  !!!

Arches Vacation Rentals

(6 reviews)

I had a very poor experience with Arches Vacation Rentals. It is clear their business model is…read moreprofit over people, their overriding policy is to take advantage of the goodwill of others. Do not trust this company, they are unscrupulous and unethical with ruthless business practices. They apparently do not care about their customers, and are purely money driven. In my opinion they have no moral compass, no sense of right and wrong. I rented a unit directly from their website and a few days before the rental I came down with Covid, high fever, congestion and contagious. I talked to an Arches Vacation Rental representative on the phone that day, asking to cancel my reservation and they told me nothing about their cancellation policies and told me to call back again in 2 days. I also sent an email cancellation that same day and called again a few days later and left a message on voicemail because I had not heard back from anyone. If the representative had told me about their cancellation policies when I called to cancel I could have given the rental to a friend or come to Moab and stayed there during my Covid isolation. But no, it took 5 days before I received an email response from Daniel Bertoch who calls himself the owner of the company, and he then emailed me their policy which said no refunds. It was 3 days into the rental period and too late to find someone else to take the unit. So instead of a refund I requested a credit which I assumed would be OK because their policy talks about refunds, not credits for future stays. I have asked for a credit towards a future stay at their convenience, off peak, mid week, in any unit that made business sense for them, but Daniel refuses to be reasonable and on top of that he or his representative is now lying to me about my conversation. I have been very polite and reasonable, and Daniel refuses to give me any credit or refund at all. He won't even give me a refund or credit for "cleaning fees" and "hottub fees" even though I never set foot in the unit. Daniel has taken over $1100 of my hard earned money and will not give me any kind of credit or refund. The rental was for November, not peak season, and Arches Vacation Rentals still had at least 20 other similar units available, so a cancellation would not cause them to lose money on this unit. They never even cancelled my reservation and never tried to rent it to someone else. I have never experienced such a harsh, unscrupulous, dishonest business practice, this is not normal in the industry, and feels deceitful. When viewing rental options on the Arches Vacation Rentals website, the policies are not called out, I never saw them through the process and I definitely never signed anything with these policies stated. This brutal, ruthless policy is not clear on their website and is not normal business practice, and clearly not fair to customers. I now know of others with similar experiences with this company. Do not do business with Daniel Bertoch and his unscrupulous, unethical company. There are many other rental properties available in Moab with normal cancellation and refund policies, and many other property managers, so steer clear of Arches Vacation Rentals and Daniel Bertoch.

We stayed at Kokopell # 10 on September 22nd and 23rd. The entrance was filthy, dirt , leaves…read moreand , cans . In the morning of September 24th as I went into the bathroom there was this horrific smell ! . As I turned the light on I saw the shower filled with water and feces , YES FECES ! Needless to say we couldn't take a shower or use the bathroom . We packed our suitcases and went to the so called " office " . The " manager " wasn't there , only the house keeper . We informed her of the issue , she said she'll call the plumber !!!! I sent TWO emails regarding this horrible experience and asking to have some type of adjustment on our bill . We paid $262.00 for 2 nights . We never received a response !!! Upon returning home , I've called and spoke with a man , I assumed he was the manager . I explained to him what happened and asked for an adjustment on our bill . He said , no I won't do anything and hang up on me . I have reported this so called business to the BBB , and am waiting for a response . Please STAY AWAY FROM THIS rental property . I have pictures of the shower filled with FECES ! Also, an apology would have been nice , but instead nothing . It's obvious that their customer service is totally non existent!

A Moab House - vacation_rentals - Updated May 2026

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