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:04/30/2025

  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: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,
  
  ***** ******

• Initial Complaint

  Date:09/25/2024

  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.

  Reserved home via ****** in ******** in July ****************** Sept 2024. Home is managed/owned by AvantStay. Purchased trip insurance. Hurricane ****** was forming and headed for ******* as we were scheduled to head to *******. We cancelled our $3800 stay **************************************************** a credit to reschedule the trip. We paid in full at the time of booking. ****** refunded $548.86 but said its up to AvantStay to make right. AvantStay says its ******. We understand their policy, we simply want to reschedule. To make matters worse, 24 hours after we canceled our stay, they charged us for grocery delivery in the amount of $293 and will not refund that money either as we did not give the required 48 hour grocery cancellation. We have not received any itemized invoice for the groceries either. The charge appeared on our credit card today, 9/25/24 the day of check-in.

  

  Business Response

  Date: 09/25/2024

  Hello,
  
  Thank you for reaching out to **. We would appreciate the opportunity to discuss your experience in more detail and address the concerns you've raised. Please know that our team is ready and available to assist you in any way we can. We want to ensure all aspects of your experience are fully reviewed and that any necessary steps are taken to improve our service.
  We look forward to speaking with you soon.
  
  Best regards,
  The AvantStay Team

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22339293
  
  I am rejecting this response because: 

  The Business response did not tell us who to call or what number to call to discuss our issues. We attempted to discuss previously this week, multiple times, using their chat feature and our efforts were rejected. Who do we call specifically and at what number or will someone call us? 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 10/02/2024

  
  Hello,
  
  At Avantstay, we continuously strive to improve our service. Our team would love the opportunity to have a follow-up conversation with you. Please note that our contact information was provided with your booking confirmation and is also available on our website, **************************.
  Our team is ready and standing by to assist in any way we can.
  
  Best wishes,
  The Avantstay Team

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22339293
  
  I am rejecting this response because:
  We have already contacted this company via the contact information in the booking As stated in their response today and were told there was nothing they could do to help us. They refuse to reschedule our trip to another time. Our flight was unable to leave ***** to even make it to ******** on the day of our scheduled arrival and for the following day as the airport in ***** did not have flights going to ********, where the rental home is located. In addition, a category 4 hurricane hit the state and there was flooding in ******** and wind damage. We were simply asking for a reschedule, and they absolutely refuse. In addition, they took almost $300 in grocery money which was charged to our card on the day of our arrival even though we canceled prior to that day. Shameful! We want someone higher up than the people who answer your chat line on your confirmation page. At minimum if you were unable to reschedule, we want our grocery money returned immediately 
  Sincerely,
  
  **** ***

  

  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

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22339293
  
  I am rejecting this response because: we have already contacted you and our complaint was not resolved. We would like to speak to someone higher up and in particular requesting the money we lost from groceries that were purchased after we canceled our stay. Your continued responses to the BBB platform have not answered or resolved our conflict. what do we need to do to get the $293 grocery money back from AvantStay that was wrongly charged the morning of our arrival, 24 hours after we canceled our stay? That is what we need answered, not an answer of please contact us. We did contact you and got nowhere , so now what? 

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:09/10/2024

  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.

  My best friend had a major accomplishment in her personal life recently and I thought Id do something crazy and take us on a trip shes always wanted to go on. So I booked a trip to ******. Unfortunately in the middle of the night when seeking help after feeling unwell, she passed out and fell down 15 stairs. She was hospitalized immediately (August 8th, 2024). She was diagnosed with a concussion and worst of all vasovagal syncopes which can come on at any moment. Her doctor has been running a series of tests on her ever since. She now has a colonoscopy scheduled for next week, but she cant travel until all tests are done. By the way shes 24! And shes having all these tests done it is so sad. So, our trip was supposed to begin August 30th and tried to explain to Avantstay the situation and they have completely shut me out. It is currently September 9th and she still has tests being run! I am sad and hurt and confused. Here I am trying to do a nice thing for someone I love, and not only are they injured but now I am unable to get my money back. Its a traumatic experience in so many ways. We have all the hospital documentation, pictures taken at the hospital, doctors notes, hospital bills and believe the hospital bills are utterly ridiculous. My friend feels horrible not only physically but she knows I now have to pay for a trip that although yes I was planning on paying for, we never got to take it! And that makes me so so sad.

  

  Business Response

  Date: 09/11/2024

  Hello,

  
  We are truly sorry to hear about your friend's situation and wish her a quick and full recovery. We understand how stressful this time must be for both of you. While we empathize with your circumstances, we must respectfully uphold our cancellation policy. As mentioned, a 50% refund was offered on August 9th in accordance with the terms of the policy.
  If you have any additional questions or concerns, please don't hesitate to reach out. We are here to assist you in any way we can, and again, we send our best wishes for your friend's speedy recovery.

  
  Sincerely,
  The AvantStay Team

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22263437
  
  I am rejecting this response because:
  
  To be clear, you originally offered me nothing back. I had to provide proof that according to my account I was entitled to at least 50% back which was still not acceptable for the situation you were presented with. I highly recommend you update your refund policy to accommodate for clients that experience situations beyond their control especially verified medical conditions accompanied by supporting documentation. 

  
  Sincerely,
  
  Zaire ***********

  

  Business Response

  Date: 01/31/2025

  Hello,
  
  The entire Avantstay team is wishing you and your friend nothing but the best. Please know that our team is standing by to further any conversations would like to have.