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:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Reserved their ************ property on April 9th 2024, paid in full $4,045 for a two night stay at an ****** in ************Around 11:14 am on the day of our reservation (May 9th 2025) after asking if early check in is possible we get a message and call saying the property is unavailable due to a unforeseen maintenance issue. No further explanation is offered, we offered to check in later at 9 pm so they could fix the maintenance issue but that was ignored.They offer two other properties, ***** and Frontier that could house us. The refund was made on the difference in booking price for these. They also approved early check in 2 hours later so we could check in at 3 pm instead if of 4 pm.***** was not an equivalent property in regards to aesthetic/space/quality of furniture. I chose it because I was the bride and this was my wedding weekend. With so much pressure I chose the only ****** they offered out of the two with enough beds. I found out later this that this property also had mice in the kitchen. The final ****** we stayed at did not have enough bedrooms but we made do. There were exposed nails on the floor to the bunk room.I messaged requesting to switch to the other offered property Frontier. This property is while not as luxurious at least had the views of the mountains similar to the original booking. They approved this change and officially sent an alteration request 1 hour later.They also offered complimentary late check out at 5 pm. But this was not needed or desired as all guests had flights or long road trips home to start Sunday morning.Per messages and calls they said they will look into compensation for *****. I have not received any notice of the results of that and our stay ended on May 11th.

  

  Business Response

  Date: 05/15/2025

  AvantStay appreciates the opportunity to respond to the concerns raised regarding this reservation.
  On April 9, 2024, the guest reserved our ************ property in ************, ******** for a two-night stay. On the morning of May 9, 2025the scheduled check-in dateour team was informed that ongoing maintenance at the ************ home, related to work being completed by the homeowner, was not finished as originally scheduled. This unforeseen delay made it necessary to reassign the guest to a different property to ensure safety and habitability.
  We contacted the guest immediately upon learning of the issue and offered two alternative properties: ***** and Frontier. These properties were available and could accommodate the guests group size. The guest initially selected ***** and checked in at 3:00 PM that day, an hour earlier than the standard check-in time of 4:00 PM. The difference in rate between the original booking and the reassigned home was refunded.
  After arrival at *****, the guest expressed interest in moving to Frontier. Our team accommodated this request and conducted a property readiness inspection before sending an official alteration request, which was accepted by the guest. As a courtesy, we also extended a complimentary late checkout at Frontier, which was not ultimately used.
  We understand that a change in propertyespecially during an important occasioncan be disappointing, and we worked diligently within a short window to offer solutions that would best suit the groups needs. All communications and changes were documented in the ****** messaging thread, including follow-up related to compensation inquiries.
  AvantStay acted promptly upon learning of the maintenance delay, provided alternative accommodations, adjusted pricing accordingly, and maintained open communication throughout the process. We consider this matter resolved based on the services delivered and the final accommodation provided.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/30/2025

  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.

  Property booked:*********************** (Coral)Dates:4/18/25 to 4/21/25 Faced numerous issues with the property including clogged ************* main door keypad not functioning properly , on complaining about it , avanstay totally denied our claims & said you should have complained during the stay , there is something called customer feedback & that can only happen after the trip.Instead of listening to our complains, the company has charged me $230 in incidentals without even informing at first. The incidentals they are claiming is broken glass on fan Ceiling which is on a *********** never touched it , also claiming broken blinds which is another false thing to state, they are also claiming that 3 swimming pool plastic bands are missing although we did nit use the pool at all , that is very cheap & I would like them to apologize & return the $230 for incidental . Learn to respect your customers feedback atleast !! Or is it all about just fetching money from us by any means!!

  

  Business Response

  Date: 04/30/2025

  Wed like to clarify that our local team conducted a thorough inspection of the home both before and after your stay. During the pre-arrival check, the ceiling fan glass cover and blinds were found to be in good condition. Upon your departure, the damage to these items was documented, and three pool wristbands were also found to be missing.
  We understand that you disagree with these findings, but based on the clear before-and-after documentation from our team, we do stand by the decision to assess a $230 incidental charge. This amount reflects the cost of replacing the broken and missing items and is in line with the booking agreement terms you accepted prior to your stay.
  We also noted your mention of maintenance issues such as a clogged sink and tub. Unfortunately, we did not receive any communication about these concerns during your reservation. Our team is always available during guest stays and strives to resolve reported issues as quickly as possible.
  While we regret that your experience did not meet your expectations, we believe the charges assessed were necessary and appropriate. At this time, we will not be reversing the incidentals or issuing a refund.
  Thank you again for sharing your feedback.
  
  Sincerely,
  The Avantstay Team

• Initial Complaint

  Date:03/21/2025

  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.

  We booked a house for 14 people (3 families, including 9 kids as young as 3 months) through AvantStay. They cancelled with no explanation 3 days prior to our trip. After much back and forth they decided they were not responsible to cover any additional costs we incurred.

  

  Business Response

  Date: 03/24/2025

  Hello to both the BBB and our guest,
  The name provided in this complaint does not match any registered main contact for a reservation in our system. Because of this, we are unable to verify the details of this specific case. However, we want to take this opportunity to clarify our policies regarding cancellations.
  If AvantStay, as a host, ever has to cancel a stay at a home we manage, it would only be due to circumstances that make the property unsafe for use. In such cases, the guest would be provided with alternative options, depending on where the booking was madewhether through ******* VRBO, another booking platform, or directly with AvantStay. Each platform has its own policies in place to assist guests in these situations.
  Additionally, all booking platforms, including AvantStay, offer guests the opportunity to purchase travel insurance, which would cover the cost of their stay in cases of unforeseen cancellations.
  If the guest is willing to provide more details, we would be happy to take a closer look and see how we can assist further. Please let us know how you'd like to proceed.
  Best,
  ****
  Guest Relations Team | AvantStay 

• Initial Complaint

  Date:02/19/2025

  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 rented a home in *****, ********** on February *****th from AvantStay. The company told us that in order to have a warm pool and spa we needed to request and pay an extra $690 for the use of the heater. When we arrived it was cold, and the heater was not working. It was a struggle reaching out to the company for them to correct the issue. A technician did come and fix it, but it was 30 hours after we checked in. I reached out to AvantStay to receive our money back for the time the pool and spa was not used and for our wasted time it took to figure this out while on our short vacation. AvantStay has told us that we will not be refunded. We are looking to be refunded.

  

  Business Response

  Date: 02/21/2025

  Hello and thank you so much for bringing this to our attention, for any conversation of refunds, we encourage you to reach out to our team directly. We look forward to hearing from you and being able to find resolution on this issue.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22962792
  
  I am rejecting this response because:

  this message means nothing. Are you refunding us?
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/25/2025

  Hello,
  
  Any conversation about refunds, or refunds being given need to had with the Avantstay team. Thank you for your response.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22962792
  
  I am rejecting this response because:
  
  the response is lacking any information. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/28/2025

  Hello,
  
  For any discussion about your stay or any questions you might have, we encourage you to contact the Avantstay Team. You may use the same information used when reaching out to Avantstay before and during your booking.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22962792
  
  I am rejecting this response because:
  
  I am not seeing you speak of a partial refund at all. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/03/2025

  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 booked a rental property in ***** two months in advance that was fully cancelable/refundable up until 2 days before the booking. This was the main reason I booked the property because I wanted flexibility due to weather fluctuations in *****. One week before my trip, when there were no other properties available anymore, AvantStay cancelled my booking and offered to let me rebook it under a different profile for their business. We had no option but to do this because there were no other options by that time. When severe weather hit *****, I requested to cancel within the originally permitted time frame. They refused to acknowledge the original cancellation policy and still will not give me a refund. They cannot be allowed to engage in such deceptive practices

  

  Business Response

  Date: 02/04/2025

  Hi,
  We appreciate you reaching out and understand how frustrating this situation must be. We would like the opportunity to discuss your experience further and see what we can do to help.
  We take our cancellation policies seriously, and we want to ensure that every guest feels confident in their booking. We would love to connect and go over the details of your reservation.
  The Avantstay Team

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22888777
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/12/2025

  AvantStay has yet to acknowledge the deceptive practices they engaged in by canceling our stay under the original listing at the last minute so that we had no other choice but to rebook with them. I'm simply asking that they honor the original cancellation policy 

  

  Business Response

  Date: 02/12/2025

  Thank you for bringing this to our attention. We sincerely regret any confusion or frustration surrounding your reservation and cancellation experience. Guest trust and transparency are extremely important to us, and we take concerns like yours very seriously.
  We want to clarify that our cancellation policies are aligned with both ******* terms and AvantStays direct booking policies. While ******* policy may allow cancellations up until a certain timeframe, any modification or rebooking directly through AvantStay is subject to our standard policies, which may differ. We truly apologize if this was not communicated clearly at the time of the change.
  We would love the opportunity to discuss this further and see if theres anything we can do to make things right. Please feel free to reach out to our team directly, and well do our best to assist.
  
  Best regards,
   AvantStay

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22888777
  
  I am rejecting this response because: I have already specified the resolution I'm seeking is a refund. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/17/2025

  Thank you for reaching out and sharing your concerns. We understand that your experience may not have meet expectations, and we sincerely regret any frustration this may have caused. At AvantStay, we strive to provide the best possible experience for all our guests, and we appreciate the opportunity to address your concerns.
  Regarding your request for a refund, any discussions related to compensation or refunds must be handled directly with AvantStay. We encourage you to reach out to our team so we can further discuss your experience and explore any possible resolutions.
  Again, we appreciate your feedback and the time you took to share your experience. We hope to have the opportunity to welcome you back in the future and provide the exceptional stay you deserve.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22888777
  
  I am rejecting this response because: I have already tried corresponding directly with AvantStay and they simply send me canned responses that fail to address the issue.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/07/2025

  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.

  ******** company I wouldnt recommend this company to anyone

  

  Business Response

  Date: 01/08/2025

  Hello,
  
  In an effort to improve our service to you and any future guest, we welcome the chance to talk with you about any and all issues you faced. If we can isolate any customer service issues, or anyway to help the home owner to make the stay more comfortable, please reach out to our team directly. Thank you so much.
  
  We wish you nothing but the best,
  The Avantstay Team

• Initial Complaint

  Date:10/04/2024

  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.

  I am writing in reference to our stay at an Air Bnb managed by this AvantStay. I attempted to resolve this issue with the host and spoke with Ms. ****** *****, Regional Area Manager, however I was completely dissatisfied with her resolution! She offered me a 20% discount and another 15% off a future stay. After looking into her offer actually only she refunded me $195 of a $2250 stay. She accused us of not being helpful to fix issues and damaging items as be the reason to decline our adjustment request. No Wi-Fi, resulting in no cell phone service (as we needed it because the home was in a bad service area) made the property unsafe. if you search the property the first image of it you see is of the Big Beautiful Saltwater pool which we were only able to use the pool from 3pm sat till 10am Sunday (it was a 2 day stay) when we were required to check out. The hot tub was supposedly fixed on Saturday only to stop working a few hours later. I waited to file this complaint as I reached out to the company for an acceptable resolution, but it was rejected. I filed additional complaints with ******* as well. Thank you for your consideration

  

  Business Response

  Date: 10/08/2024

  Hello,
  
  At Avantstay, we are constantly striving to enhance our service and provide the best experience for all of our guests. Our team would like to let you know that the 20% refunded is based off of the nightly rate charged by Avantstay, unfortunately we can not offer any refund from what a third party like Airbnb charges as well as any and all taxes and fees. We would welcome the opportunity to discuss your concerns further and explore any solutions together. Please know that our team is ready and available to assist you in any way we can.
  
  Best wishes,
  The Avantstay Team

• Initial Complaint

  Date:10/04/2024

  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.

  We reserved a cabin with AvantStay through ****** around March-April this year for October to spread my father in law ashes in *********. Never thinking we would have to cancel in anyway, a hurricane hit ******* which are county was impacted and so was our home. I reached out to AvantStay about changing our dates till next year as I know I was pass the full refund date but they told me they had to deny my request. When I explained to them that we have been affected by the hurricane they replied that they the area I had rented was not (though surrounding areas in ********* is very much affected). I contacted ****** and they tried to help me but AvantStay would not budge in giving me a full refund only half minus service fees which was already apart of their policy. They do not care who is affected by a nature disaster only how much money they can collect. They could have at least let me reschedule but failed to do so. I paid $3,583.51 and pending refund is $1,991.87. They took a total of $1,591.64.

  

  Business Response

  Date: 10/08/2024

  Hello,
  
  At Avantstay, we are constantly striving to enhance our service and provide the best experience for all of our guests. We would welcome the opportunity to discuss your concerns further and explore any solutions together. Please know that our team is ready and available to assist you in any way we can.
  Additionally, we encourage all guests to take advantage of travel insurance when booking with us or through platforms like ******, to provide peace of mind and protection for your stay.
  
  Best wishes,
  The Avantstay Team

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22374393
  
  I am rejecting this response because:
  
  

  I have tried talking to different customer service employees on this matter and nothing got resolved other than them saying because the place was not directly affected by the hurricane even though we were, that they could not give me back the full refund. If you would like to reach out to me, my email is ******************* or ************

   

  While I understand travel insurance, this trip was to release my father in laws ashes so we were determined to go, we could not help being directly affected by Hurricane Helene 
  Sincerely,
  
  ********** *****

  

  Business Response

  Date: 10/10/2024

  Hello,
  
  Thank you for reaching out to **. We sincerely understand how challenging and emotional this situation must have been for you and your family, and we truly sympathize with the circumstances surrounding your trip.
  While we are committed to offering the best possible support, we must adhere to our cancellation policy, as it is in place to ensure fairness for all guests and property owners. We highly encourage all guests to take advantage of travel insurance when booking, as it helps protect against unforeseen events like weather disruptions.
  If you have any further questions or would like to discuss anything else, please dont hesitate to contact us. Our team is standing by to assist in any way we can.
  
  Best wishes,
  The Avantstay Team

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22374393
  
  I am rejecting this response because:

   

  This is horrible business practice. You are tell me to reach out and that you want to help resolve this matter however you are not willing to do anything about it. 

  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:10/02/2024

  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.

  I stayed at a property called ********. I booked it over six months in advance for a very special occasion - girls get together celebrating our friends retirement. The property looked beautiful in photos (misrepresented) and even had a pool and hot tub. It was very expensive but worth it for such a meaningful celebration. I am extremely disappointed both by the property and by AvantStays treatment of us. This property was $1700 a night. Below were the issues that we experienced:- Pool area was not maintained, debris and old furniture/equipment (e.g. hoses) was everywhere. Needs to be cleared out / cleaned out. The pool itself was clean. But the area surrounding was really unkempt.- Hot tub was broken and dirty, was only half full when we arrived, then after spending time trying to figure out how to turn it on, we were told by AvantStay that it was not working - Skimmer in pool area was apart when I arrived and didn't work - Vacuum in the pool broken - All cushions on the patio furniture are filthy - All patio furniture had cobwebs, dust/dirt and debris including bird f**** on tables (health and safety issue)- Oven door broken - Dishwasher was wobbling in place (not fully seated in cabinet)- Blue gum stuck on one of the door frames in a bedroom - Stair case in one bedroom was broken with a piece that would fall off if stepped on (dangerous!)- Freezer handle loose, needs to be repaired - Toilets were yellow, need to be replaced or cleaned and refinished - The fountain out front smelled like chlorine bleach and was very yellow - There was debris, dead leaves etc everywhere - The back lawn was not mowed and overgrowing the decks/property with poison oak I complained to AvantStay and they informed me that they would give me credits in full for my stay. I have an email awarding the credits. However now, 4 months after that conversation and email exchange - they have removed the credits and are attempting to tell me that they never gave them.

  

  Business Response

  Date: 10/03/2024

  Hello,
  
  Thank you for reaching out to share your experience. We truly appreciate your feedback and understand how important this occasion was for you and your friends. We would love the opportunity to discuss the details further and explore how we can best assist you moving forward.
  Our team is always ready to help, and we invite you to contact us at your convenience. We’re here to ensure that any concerns you have are addressed, and we are committed to providing the best possible service.
  
  Best regards,
  The Avantstay Team

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22368993
  
  I am rejecting this response because: I have already been communicating with the business about this issue and it has not been productive. I would like them to issue me a refund or credits for my stay. I will escalate to California AG if there is no outcome from this complaint with the BBB. 
  
  Sincerely,
  
  Pam Wright

  

  Business Response

  Date: 10/08/2024

  Hello,
  
  At Avantstay, we are constantly striving to enhance our service and provide the best experience for all of our guests. We would welcome the opportunity to discuss your concerns further and explore any solutions together. Please know that our team is ready and available to assist you in any way we can.
  
  Best wishes,
  The Avantstay Team

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 booked a very expensive property in the ************* area of ******************* to celebrate the 50th birthdays of three longtime friends. Many people were flying from out of town to join. A forest fire evacuation warning went into effect for the area, and AvantStay refused to give us a refund. They offered an alternative location, but there was nothing equivalent available on the weekend we had planned, and we could not change our event due to availability, size of the group and the travel arrangements. They were not flexible at all about this. It seems obvious that a refund should be given when we can't stay at the property we paid for.

  

  Business Response

  Date: 10/03/2024

  Hello,
  
  Thank you for reaching out to share your experience. We truly appreciate your feedback and understand how important this occasion was for you and your friends. We would love the opportunity to discuss the details further and explore how we can best assist you moving forward.
  Our team is always ready to help, and we invite you to contact us at your convenience. Were here to ensure that any concerns you have are addressed, and we are committed to providing the best possible service.
  
  Best regards,
  The Avantstay Team

  Customer Answer

  Date: 10/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The business resolved this issue before you got in touch with them.
  
  Sincerely,
  
  ***** ******