Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired GoodNight Stay (GNS) to manage my Scottsdale home. The experience was deeply troubling and financially damaging. They canceled confirmed bookings without my approval, failed to provide itemized accounting, and withheld revenue that I am contractually entitled to. Despite repeated requests, they never explained where those funds went or provided proof that guests were refunded.They charged me $275 per cleaning with no breakdown or vendor info and refused to justify the amount. *** also listed my property in violation of City of Scottsdale STR laws by exceeding legal occupancy limitsputting me at risk for fines.Even more concerning: after claiming I was offboarded, they retained administrative access to my Yale smart lock. I had to escalate to the lock manufacturer, who confirmed GNS still controlled the system and reset it only after receiving an email from *** staff. This is a serious breach of security.They also deleted past financials and bookings from my portal. Luckily, I captured screenshots beforehand. Their replacement statements are incomplete and inconsistent.After I posted a fact-based, protected ****** review clearly detailing these issues, GNS responded with retaliatory demandsfabricated charges for linens, 20% lost commissions, and offboarding feesnone of which are in our agreement. Their threat to sue unless I remove my review violates the Consumer Review Fairness ****** experience mirrors many unresolved complaints posted by others on BBB (they currently hold an "F" rating), online and in ****** Reviews. I am seeking reimbursement for withheld earnings, canceled bookings, and a full investigation into their retaliatory conduct.

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a house for three months through GoodNight Stay from June 21-September 21 due to a flood in our primary residence that insurance was handling. Although our lease began on June 21, We were not given the address, door code or allowed on the premises of the rental property until June 25 because there was a delay with insurance of receipt of deposit (9k). When we arrived at the property on June 25, there were decomposing animals in the pool. The pool did not have any vacuum system, filter basket or chlorine puck and was completely unusable. The reason we rented this property is because we have three children who like to swim and in ******* it is very hot over the Summer. We contacted Good Night Stay immediately, however they did not provide any action in response to this issue. Instead, they waited almost a week until the pool service tech came to put chemicals in the pool. The tech did not vacuum or clean the pool, he only put chemicals in the pool and left the decomposing animals and debris for our family to deal with. This became the start of many ongoing issues with the rental property and Good Night Stay. We endured multiple roof leaks, soaking my son in his bed in the middle of the night as well as dumping water throughout the living room. We were asked to vacate the house for roof repairs in the middle of our lease and Good Night Stay charged us for the dirty linens that the roof had leaked on. Our AC went out for four days before any action was taken. Upon departure we were denied a final walk through, to later discover Good Night Stay fabricated false damages in order to keep our $9,000 deposit and attempt to charge us an additional $1200. I have videos and pictures of the pristine condition we left the property in and proof that this company has repeatedly lied and fabricated damages. ***** and ******* at good night stay have absolutely zero integrity and look for ways to cheat/rob their customers.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation #: ***** Check-In: 12/17/2023 Check-Out: 12/26/2023 Property Address: ************** (Desert Dream)We are seeking a refund for the 5 nights we were unable to use the primary bathroom/bedroom.We received $200 compensation on a $7,748 rental which is unacceptable! The primary bathroom/bedroom was unusable for 5 nights of our stay. We wasted an afternoon and evening with Roto-Rooter trying to fix the problem. They could not fix it because the plumbing installation on the house addition was causing the issue. After Roto-Rooter left, the rancid smell of sewage and mold permeated into the master bedroom. We want to be compensated for the last 5 nights of our stay! The house is no longer available for rental and the price was reduced to $299/night leading up to our stay. We believe Good Night Stay/owner knew about the plumbing issue and rented it to unsuspecting people anyway.

  Business Response

  Date: 01/05/2024

  Hello and thank you for reaching out to us.

  We were sorry to hear the master bathrooms clog could not be addressed during *********************** stay. Looking at the prior guest experiences of the home and our inspection prior to the ********* arrival, there isn't any indication this was a known, existing issue. Since the ********* departure, we have removed the home to address Roto Rooters findings on the overall plumbing system with the homeowner. As we stated in our follow-up message to *******************, were deeply sorry this plumbing issue had affected their trip. 

  As a result of the above, I sent an additional $1,254.75 in credit from their stay. No other issues were reported with the home and we feel the amount to be reasonable under the plausible assumption that the home's other bathrooms and features were fully functional. 

  If there are any further questions on the ********* stay, please do not hesitate to reach out to me.

  Sincerely,

  ********************************* - GoodNight Stay ***** Services Manager

  ***************************************

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at their ********* VRBO located at ************* Unit 100 8/2-8/5/2023. After returning home, an additional $131.70 was charged to our credit card with claims we ruined 5 bath towels, 4 face towels and 3 hand towels. We did not even use that number of towels, let alone ruin them. These are completely fabricated claims and the charges ridiculous. We tried contacting them to discuss but calls and emails have not been returned.

  Business Response

  Date: 08/14/2023

  Hello,

  My name is ********************* and I'm the ***** Services Manager for GoodNight Premium Stays LLC. I've taken a moment to research the situation, and although some of the linens were indeed damaged, not all of them were and thus I've determined $131.70 to indeed be egregious. Therefore, we've elected to simply refund the total amount of $131.70 to ***************** 

  *****, we apologize for this inconvenience, and we ask you to please allow 5-7 business days for this refund to reflect on your credit statement. 

  If either *****, or the BBB wish to continue this discussion, please feel free to contact me directly via my email address ***************************************.

  Sincerely,

  ********************* - ***** Services Manager

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a unit in *********, ** from GoodNight Stay that indicated there were two ***s in the unit, a king *** and a sofa *** (please see attachment). The check-in date was July 30 and the check-out date was August 1. Late on the first night there I went to get the sofa *** pulled out and set up with sheets, etc. and discovered that it wasn't a sofa *** at all. I had to sleep on the couch that night. When I called GoodNight Stay the next day to inquire about this, I was told that "The ********* team will come to your unit to verify that there is not a second *** in the unit and once that is determined then we will discuss your compensation." A woman came to verify that no, there was not a second *** there. As we were waiting for her to arrive and because we had a very busy afternoon I spent the time looking for another accommodation that had two ***s. Once the woman came and verified that there was only one ***, I booked a different place, which was nonrefundable because it was just hours before check in. After the fact, a representative from GoodNight Stay asked about moving us to a different unit. When I told her that I didn't realize that was an option and already made another plan, she said there will be no refund, no compensation, and simply sent me their long list of Terms of Conditions. When I called upon return from our trip to get it worked out in a reasonable way with a manager or owner, I had to spend a long phone call trying to ****************** that as a customer, what I paid for was not delivered and I'd like a refund. Unfortunately, it was met with deaf ears, so I am now reaching out to you and I have disputed the charge on my credit card. I'm sorry to have to spend my time like this (and yours), but it's just not right what happened... and frankly I'm not sure it's legal.