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:02/07/2025

  Type:Product 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.

  I booked an AirbBNB stay with 'Stay Porter'. They refuse to refund me after I canceled the trip. They stole 1,090$ and I received nothing that I paid for. They refuse to cooperate with me or even allow me to speak to a manager. I was denied a refund multiple times after thoroughly explaining the situation. This is a greedy company who likes to steal from teenage kids. I want a complete refund from 'Stay Porter' as they don't deserve any of the money that I paid them as I did not receive the product.

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint filed by ******* **** regarding our cancellation policy. We take all guest concerns seriously and aim to resolve any issues in a fair and transparent manner.

  We would like to clarify the situation surrounding this dispute. Our property clearly outlines the terms and conditions of our cancellation policy at the time of booking, which is designed to ensure fairness for all guests while allowing us to manage our reservations effectively. The policy in question is prominently displayed on the booking platform and included in the confirmation emails sent to guests.

  In this particular instance, ******* **** made a reservation on 2/3/25, and the cancellation occurred on 2/5/25 for a reservation starting on 2/9/25-2/13/25. Unfortunately, as per the agreed-upon policy, we are unable to provide a refund outside of the stipulated terms. We have reviewed our records and confirmed that our team communicated the policy clearly at every step of the booking process.

  While we understand that this situation may have been frustrating for Mr. ****, we hope that our response clarifies the reason for the decision. We truly value our guests and always aim to provide an exceptional experience, and we are more than happy to assist with any future inquiries or bookings.

  If there is any additional information required, please do not hesitate to reach out to us. We appreciate your understanding of our position and thank you for your attention to this matter.

• Initial Complaint

  Date:06/23/2023

  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.

  I own several vacation properties. I hired Stay Porter Property Management to manage a home in *************. It was the Absolute worst experience I have ever had. Horrible communication. They refused to honor their verbal and written contracts. I will need to *** to get rental income that is owed to me under our written rental agreement. Beware, they make agreements and then do not honor them. They haven't payed the rent money owed the the property owner. After several is***s, they canceled about a dozen reservations in violation of our written contract. When they were informed that they violated the written agreement, they refused to pay the property owner. The amounts that were owed under the contract language have still not be paid.

  

  Business Response

  Date: 04/22/2024

  ****,

  I'm sorry to hear about your negative experience. As a company, Porter is committed to integrity and professionalism, we take all feedback seriously. We sincerely apologize for any inconvenience cause and have investigated this matter and addressed it properly. We will continue striving to uphold the highest standards in our property management services, and will remain committed to rectifying any issues that *** arise. Your feedback helps us improve, and we appreciate your honesty. If there is anything further you'd like to address, please feel free to reach out to us directly. Thank you for taking the time to share you experience.  

• Initial Complaint

  Date:07/11/2022

  Type:Product 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.

  I stayed at a porter vacation rental through June *****, 2022. There were issues with the rental along the way, all of which were dealt with without incident. I booked this stay through the 3rd party app Airbnb and left a detailed review of my stay. I noted that it was a 3 start review and described the issues I had, as well as what I thought would make the stay better. On July 8, 2022, I received a message from Airbnb support stating my review had been taken down due to a violation of the user agreement policy. When I asked the Airbnb support to elaborate, I was told I violated the agreement due to threatening the host. Airbnb elaborated and said they received documentation showing I threatened Porter vacation rentals via text message stating Id give them a 3 star review if they didnt reimburse me for my stay. Even though I told Airbnb I can provide any and all documentation (I.e. a text log from ******** proving I never texted anyone from their company. They ultimately said they have the documentation and its too late, unwilling to allow me to counter their false documentation. ****** was in charge of my stay (information gathered from when I called Porter directly) and has not gotten back to me regarding the manner. Someone within the company falsified a text with my number on it, submitted it today Airbnb as if I threatened them, all in an attempt to get an unfavorable review removed. This is unethical, fraudulent behavior and misleading to future guests, as all of their reviews are favorable. My identity and phone number was used against my knowledge and consent.

  

  Business Response

  Date: 07/15/2022

  To whom it may concern
  We appreciate the time youve taken to reach out and bring our attention to this. We are saddened to hear there was some confusion or frustration with **** Although, *** brought up possible concerns during his stay- everything was handled, responded to and properly addressed throughout the duration of his stay. We did not make the decision to remove the review as it is out of our control to remove a review. We appreciate and accept all reviews, and honest feedback as it only helps us grow and do better. Guest experiences in our homes is our number one priority. We are always willing to work with everyone on how to make their experiences better to ensure they had the best time in our homes and will continue to do so. Please let us know how we can help mend this situation so *** ****** leave with a negative experience.

  Customer Answer

  Date: 07/15/2022

  This response is not a resolution. As you stated you didnt have control over the review being pulled off a 3rd party website, but what was within your control was an employee knowingly creating a false text message to have it look like I threatened your company in an attempt to get a review removed. My complaint is not about what happened during the stay, but what an employee did after. I works like someone **** the company to reach out and talk with me personally about what we can do to ratify the situation.

  

  Business Response

  Date: 07/22/2022

  BBB,

   

  Thank you for your time in this matter. We reached out to *** and worked with him directly. *********************** and Porter have reached a resolution that both parties have agreed too to ensure that *** left with the best experience he could have. ***, we thank you for voicing your concerns and allowing us to hear your concerns and frustrations and allow us to clear anything up and coming to an agreement with us. 

   

   

• Initial Complaint

  Date:06/13/2022

  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.

  I made a reservation on 3/28/2022 for a home via Marriott Homes and Villas. The cost was ****** Marriott points and $1857.65 and my credit card was charged. The reservation is for 10/26 for three nights. On Wed, 6/8 I received an email telling me my reservation has been canceled. I called Marriott who told me the owner of home is no longer renting. Since then I have requested my points be credited to my account and my credit card should be refunded. The reservation company Stay Porter says Marriott has to handle yet they billed my credit card and sent me my contract for the property. I need this resolved and am very frustrated with the lack of service from both Marriott and Stay Porter.

  

  Business Response

  Date: 06/21/2022

  To whom it may concern, 

   

  While we appreciate *** voicing her feedback and concerns- emergencies with homes do happen that our of our control which make a home no longer in the renting pool. We do our best to accommodate and give enough time for a renter to find an alternative home, in the uncommon event this does happen. As *** said, we emailed her right away giving her more than enough time to find an alternative home to rent for her stay in *******- as well as giving her an opportunity to book directly with sending alternative options from the porter site. Given, this is a different case as we do not hold the funds directly like she said she paid the Marriott directly, and they hold the funds until after a check in. Therefor, we were unable to refund ***, which was explained several times, throughout the process, we were in constant communication with *** explaining everything we could, and even provided the Marriott's email address to better help. We are not in control of the Marriott or the refunds, or the amount of time it takes Marriott to do something.*** also went as far as saying "They are horrible." While, we can understand her frustration- we are not the Marriott. Our number one priority is guest safety, and we made the right decision in canceling as we could not host *** in an unsafe home that is having work done. She was also refunded per an email confirmation I received from the Marriott. We really do wish *** all the wellness and happiness moving forward and are so very sorry about all this stress and anger this has caused her.