BEND DUTCH VACATION RENTALS

My sister and her family (me and my dog) all decided to go to Bend this Thanksgiving to spend time with our grandmother that is currently in assisted living. We haven't seen her much recently and she is not doing well right now. I was scouring the internet to find a rental that was still free and could accommodate 3 adults and 3 children (and a small dog) relatively close to our grandmother's home. I found the "Georgia Peach" through their website. I read everything and booked. With cleaning and dog fee our total was $655 for two nights. Pretty darn spendy, but we found a place and it seemed nice so we splurged. I booked on 11/9/12. The woman that took my credit card over the phone was a little abrupt on the phone but I didn't think much of it. She overcharged me by $30 on our first transaction. So I called back and had her correct it (she didn't correct it herself). The funds were removed from my account on 11/9 (same day as booking). I got the refund on 11/15. I should have known something was fishy with this place at that point. We got to the house as scheduled on the 21st. The first thing we noticed was that the house said, "parking for 4 cars, 2 in the garage, 2 in driveway". The only way you were going to park 4 cars at this property is if they were smart cars. And there was a notice that said (in the contract paperwork, no where else), "NO parking on the street because of city ordnance" but all the other houses on that street had people parking on the street. We happened to drive two pickups to get over the passes and had to park one in the driveway and one on the street. I sent an email right away to let the property people know we could not fit either of our pickups into the garage. I got an email back that it was no problem (if that's the case...why not say that on the rental form?!). We all left on Friday. The dishes were all done, the bedding removed from the beds, a load of laundry started and trash taken out. Just as the contract stated. Friday evening I got a call and was told there were 2 towels missing. I told the woman I would call my sister and ask her to check her luggage and that I would call right back. I called my sister, her phone went to voicemail so I left a message about what was going on. Then I called the woman back (it went directly to voicemail) and left a message that I was sorry but I couldn't get a hold of my sister right away, but I would call her when I had heard from her. My sister called me within 10 minutes and said she did not have the towels. So I called the woman back (AGAIN) and my call was sent to voicemail (AGAIN). So I emailed the woman, I told her my sister did not have the towels, I did not have the towels maybe they should check the washing machine because my sister started a load before she left. I didn't get a call or email back. Sunday I was online balancing my checkbook and I noticed a $95 charge from the Bend Dutch Rentals that was posted to my account on 11/24. So, once again I called and it went directly to voicemail. I called the phone number that I spoke with the woman on previously and the company phone number. I also emailed them. I got a terse phone call later in the day " calling me back ". I was told the cleaning crew said there were 4 towels missing and 1 red blanket from the living room was gone. (It went from 2 towels to 4 towels and a blanket?!) I told her I would like to speak with her manager on Monday please and that we did not have the towels or blanket. I don't know how to prove this obviously, but why would we take towels and a blanket?! I just got off the phone with the owner of Bend Dutch rentals and this woman had the audacity to tell me that when someone says "the towels are in the wash" they are probably not being honest. And after multiple interruptions she told me that they have a policy to charge the credit cards before calling to alert the card owners because people cancel their cards and they can not get the funds. If that were the case, why did they call me to alert me of the 2 missing towels?! What I'm most angry about, aside from them taking almost $100 from me, is that I never got an email or a call with a summary of items missing! HOW can they just arbitrarily charge my card without first alerting me to any missing property or damage?! I am furious. I think we are not the first people they have pulled this on, and I don't want them to be able to do this again. I cannot prove I did not take something I do not have and they know that. They have us over a barrel. We did NOT take anything from this house, and they know it. We are being bullied into paying an additional fee for items that were not taken. Every transaction I had with this company was suspicious and unprofessional. I do not want them doing this to anyone else. I have rented vacation houses from many different companies over the last 10 years, and I've never had an experience like this before. I realize this is a case of "she said/she said" and there is no way to prove a thing. But I do feel they are out of line charging my card without first alerting me to anything missing. We do not have these towels or blanket, but they should have given us the opportunity to look for them or let me know these funds would be withdrawn.