I had a very poor experience with Arches Vacation Rentals. It is clear their business model is profit 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. read more

We stayed at Kokopell # 10 on September 22nd and 23rd. The entrance was filthy, dirt , leaves and , 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! read more

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We arrived and the bathroom had Not been cleaned. The shower curtain had mold and soap scum all over. The sheets had a mysterious stain that looked like blood. I called to request the room be cleaned and never got a return call. Loved the convenience to Moab and restaurants but the accommodations were very dirty! read more

We stayed at the Violet condo in Moab managed by Arches Vacation Rentals for 3 days in October 2023. This basement condo was infested with insects. On the first day we saw 2 roaches abd a spider. On the second day morning we called management to complain. They offered to move us to a hotel room but could not say there would be no insect problems. They also offered to release us from our contract as an option. After discussion, they agreed to have maintenance lay down insect pesticide in the unit while we were away. Upon our return the unit seemed okay. But on the third day before checkout, we spotted two tiny roaches in the bathroom and on a bath towel. Manager said these roaches AND elm beetles have been a problem in that area now for two years. Fear of these infestations in our unit affected our enjoyment of our time there! Check your unit carefully for signs of these insects if you decide to rent there. read more

Where do I start? Arches Vacation Rentals is horrible. Their lack of customer service started at the very beginning when booking our reservation. That should have been a sign. Arches never returned a single phone call when we left messages with questions. It took until the day before our arrival for me to reach them. We reserved Unit M4 at Rim Village for Thanksgiving. Original check-in time was 4 pm, but we were assured checking in at 3 pm wouldn't be a problem. We arrived at 3 pm but weren't able to get into the unit. We called Arches and were told we couldn't get in until the cleaning inspector came by first and that the locks wouldn't allow us entry until 4 pm anyways. We waited patiently until 4 pm. A cleaning inspector NEVER came by, which ended up not being surprising because the unit was FILTHY. Glassware had lipstick on the rims, dishes, silverware, and pots were put away dirty. We had to do two loads in a dishwasher that was rusting out and falling apart. All kitchen surfaces were dirty and sticky. Dining table was so sticky and had so many old food crumbs down in the cracks around the tiles that we had to use a bedsheet as a tablecloth. The oven was so dirty that the burning residue smell overpowered our roasting turkey smell. Their assurance of COVID cleanliness was a joke. Carpet was covered in dog hair. Hole in the master bathroom wall. Gas fireplace didn't work properly. There was a sticky note posted on the wall instructing to turn it on and wait a minute or so for the flames to come on. It never did, so we switched it off. However, the next morning we woke up to find it burning. Scary...as gas is nothing to mess with. The patio furniture was every which way all over the patio, some pieces were even upside-down. When we got home, we sent an email to Arches with these concerns and asked them to please contact us. They didn't. I followed up a week later requesting our cleaning deposit and pet fee be refunded. I also let them know if I didn't hear from them I would be posting reviews. That's when they finally emailed me back and told me that because I didn't let them know immediately (Thanksgiving Day) they would not refund my cleaning fee and/or pet fee. They also told me threatening them with negative reviews would make them less inclined to help me. Seriously? We found that pretty funny as they hadn't been inclined to help us in any way shape or form ever anyways. I wish I had looked at their reviews before booking. It was interesting to see others have had similar experiences with them. Save yourself from a disappointing and frustrating experience. Find a different vacation rental company elsewhere! Beware.... they list their properties on VRBO and AirBNB too. read more

Stayed in one of their properties that was lovely, however management did not warn us that work was being done on the property. When I called to ask if they could stop as the noise and lack of privacy was bothering us, they never bothered to call back. When they sent me a link to review the property I gave it 3 stars and explained why, they never posted my review (surprise!) read more