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:12/19/2023

  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.

  We booked a home in Tahoe on Air BnB, managed by AvantStay. We booked on behalf of two families, including 9 kids and for a 7 year old birthday; we found a great 8 bed home that could accommodate us. We also had committed to non refundable ski costs/school. 2 weeks before our trip AvantStay canceled our reservations, citing sync issues between the homes owners' portal and the Air BnB reservation system. When I spoke to AvantStay on a recorded line they acknowledged that the issue stemmed from their own booking system. The Owners had it 'blocked off', and that it didn't 'sync' with Air BnB's system. However, when we booked several months ago, ***** reached out to us to ask us if we wanted an additional night at reduced fee. Which we accepted. If it was truly blocked off by the Owners, why would they offer us additional nights, several weeks ago? They basically left us to fend for ourselves to find new lodging with Air BnB. Being 2 weeks out, there are no comparable properties that can house 9 people as comfortably and rates have since sky rocketed the closer we get to our New Years week dates. So, we have no 8 bed options at comparable rates. Air BnB wont fully cover the difference for us on a different booking. Since Avant's portal system is what caused the problem, as acknowledged by them, they too should be responsible for remedies and cover whatever Air BnB wont. I am sure what really happened was that someone booked the home on the same dates (over New Years) through Avant's own mgt site, willing to pay a higher rate, and saving them the Air BnB fees. And so the took the money and kicked us out, leaving us in a lurch with only 2 weeks and commitments to other non refundable ski expenses. I have seen the 'sync' issue complained about by other users and can tell you its complete bull. This is a very disingenuous company that isn't looking out for the consumers. It is entirely fraudulent and really should be looked at more deeply by legal authority.

  

  Business Response

  Date: 12/20/2023

  Hi ****,

  Thank you for reaching out. To securely exchange confidential information, we intend to directly contact the primary reservation holder for this booking to discuss potential solutions. Please be assured that we are dedicated to resolving this matter, as guest satisfaction is always our top priority. We appreciate your understanding and patience.
  
  Best,
  AvantStay

  Customer Answer

  Date: 12/29/2023

   
  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:12/08/2023

  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.

  My immediate and extended family stayed at a vacation rental in two neighboring units for five nights from Nov 21-26th.The hot water inside the units was compromised in one unit for the first two nights, and the entirety in the other. We requested a refund for all of the compromised nights, and thus far the company has only offered one night refunded.Before our arrival, we were asked if we would agree to an additional charge for heated pool water. We agreed. Subsequently, we were informed that the pool heaters were non-functional after a technician was sent to check them before our arrival. This in retrospect, was an early warning: it appears that the company may have been aware of the dysfunctional hot water system at the house when they checked the pool water heat, and failed to inform us or take necessary action before our arrival.Upon our arrival on November 21st, we quickly discovered that the hot water was completely non-functional in both units. We immediately reported this to the customer service team. The response was slow and inadequate, with a handyperson (and not a licensed plumber) sent the next day. The handyperson reported the issue was fixed, but in fact it was not improved at all. The company sent him back, but he left the job site and the water heater left disassembled. On the second day (Nov 23), they finally send a licensed plumber out. The plumber was able to repair one of the water heaters, but not the other. Our initial request for a refund to the company was met with an offer for "free late checkout". In escalating the issue internally with their support team, the company increased the refund to one night's stay. This is far less from what is justified given the gross negligence, poor operations, and compromised experience delivered.

  

  Business Response

  Date: 12/08/2023

  Hi *****,
  
  Thank you for reaching out to us regarding the issue you experienced during your stay. We sincerely apologize for any inconvenience caused by the hot water situation. We understand the importance of a comfortable and functional living space, and we regret any disruption to your stay.
  
  After careful consideration, we offered you a partial refund of the nightly rate as a gesture of goodwill. We recognize that this may not fully meet your expectations, but we believe it is a fair and reasonable compensation given the circumstances. We want to assure you that we take all guest concerns seriously, and we strive to address any maintenance emergencies promptly. However, it's important to note that unforeseen issues can arise in any home. As such, we will not be refunding you further at this time. We appreciate your understanding in this matter.
  
  Once again, we apologize for any inconvenience you experienced.
  
  Best,
  AvantStay

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20934657
  
  I am rejecting this response because:

  The offer of one night refunded is unjust and unacceptable. 

  If Avantstay wishes to be considered a reputable hospitality establishment, they need to refund 50% of the stay to account for this level of gross operational negligence and impact to our stay.

  
  Sincerely,
  
  Arjun Banker

  

  Business Response

  Date: 12/14/2023

  We stand by the statements made in our initial response. AvantStay has acted in good faith. We will continue our efforts to provide all guests with the best experiences possible.

• Initial Complaint

  Date:12/08/2023

  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.

  December *****th. Paid $4599. Accidently canceled stay when meant to change dates to March *****th. Reached out to AvantStay right away. Was told there is nothing they can do. Needed to change dates due having Spinal fusion surgery on lower back and not cleared to travel. Avant Stay said there is nothing that can be done and only refunded $1629.88. Stay away from Avant Stay, **************** that doesnt value clients

  

  Business Response

  Date: 12/12/2023

  Hi ***,
  
  We sincerely apologize for any inconvenience you've experienced. We understand the challenges you're facing and empathize with your situation. Unfortunately, as your reservation was made through VRBO, we do not have the ability to reinstate the reservation on our end. Additionally, we must adhere to our cancellation policy to maintain fairness and consistency for all guests seeking refunds. Our cancellation policy is prominently featured on our listing at the time of booking and is also outlined in the guest agreement, which you signed on 09/23/2023. 

  Again, we apologize for any frustration this may have caused. Wishing you a swift recovery from your surgery.

  Best,
  AvantStay

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20931883
  
  I am rejecting this response because: Decision is made by Avant Stay not VRBO.  VRBO will confirm decision was made by AVANT STAY
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/14/2023

  We did not state in our initial response that VRBO made any decisions regarding this reservation.

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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 reserved a vacation rental on vrbo that is managed by avantstay. I contacted them and they replied that the quoted rate was correct. I booked the property and was charged the first payment as well as service fees through vrbo. Avantstay contacted me to upload my ID and confirm reservation which I did. Then the next day was contacted that they could not fulfill the quoted rate and had no other similar properties. All of the payments are pending so now I have to contact avantstay, vrbo and a 3rd party insurance agency to be rebated. The company posted misleading information.

  

  Business Response

  Date: 11/22/2023

  Hi there, ****!

  We want to sincerely apologize for the inconvenience and frustration you've experienced with your reservation. Our team has thoroughly investigated the matter. This appears to be an isolated incident, resulting from a synchronization error between VRBO and our internal reservation system, leading to a discrepancy in the quoted rate for the property you booked. We have reported the synchronization error to VRBO, and they have corrected it on their end to prevent similar issues in the future.

  Unfortunately, due to contractual obligations with the property owner, we are unable to honor the mistakenly low nightly rates that were initially quoted.  The property in question is a six-bedroom, four-bathroom estate in a luxury neighborhood in *****, and the correct pricing should be $2,000 per night. The rate you booked at was $20 per night. We hope you can understand that accommodating a rate that deviates so significantly from the property's value is not feasible for us. Unfortunately, even though we would have loved to host you, we did not have any comparable homes in our inventory for your booked dates.

  We want to highlight that we discovered the pricing discrepancy promptly, with your reservation being booked on November 11, 2023, and our team identifying the issue on November 13th, 2023. Upon discovery, we immediately assisted with the cancellation process. Given that your scheduled dates were in July of ****, we are relieved that we identified the issue swiftly, allowing you ample time to explore alternative accommodations with another property management company. The reservation has been fully refunded on our end and any additional pending payments with VRBO need to be corrected by their support team.

  Once again, we apologize for any distress this situation has caused, and we appreciate your understanding.

  Sincerely,

  AvantStay

• Initial Complaint

  Date:11/17/2023

  Type:Customer Service 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.

  AvantStay has been managing a neighboring property to mine for the past year, during which time we have suffered constant harassment from renters with absolutely zero accountability from AvantStay. Renters consistently violate our local noise ordinances with late night parties, despite AvantStays assurances that their noise detection devices prevent this type of behavior.Renters block neighboring driveways or park on private property because AvantStay fails to provide renters with information on property boundaries.Ive had renters traipsing through my front yard with their families, renters dumping garbage on my private property, and renters driving extremely recklessly across the small private drive that connects the few properties on my street. My neighbor had drunken party goers vomit in his driveway when getting dropped off to walk back up the hill to the venue at 2AM.Almost every week this summer I have contacted AvantStay customer support with complaints; typically late at night or early in the morning, when Im regularly being awoken by noisy, careless renters with no concern for their neighbors. AvantStay takes action in the moment, but does ABSOLUTELY NOTHING to prevent these issues from occurring with each new set of renters, instead leaving the onus on the neighboring property owners to call and report each violation at the time it occurs. Id like to see ******************** put a plan in place to limit the negative impact of this property to the neighbors on ******* Rd Ext. Stop falsely advertising the property as being extremely secluded, which only encourages renters to be noisy, and ask renters to access the property via an alternate route when large volumes of drunk event goers are going to be exiting and entering the venue late at night. Explain to the renters in something more than a rental agreement, (which is likely not read) that they have close neighbors that need to be respected.

  

  Business Response

  Date: 11/17/2023

  Hi there, *******!

  We hope this message finds you well. We would like to extend our sincere apologies for any disturbances caused by guests. We deeply regret any inconvenience or frustration this may have caused you and your household. Since receiving your complaint on November 8th, we have been actively engaged in discussions to address the concerns you raised. Our primary goal is to be good neighbors and maintain a harmonious relationship with the community. We recognize the importance of proactively preventing such situations in the future, understanding the potential stress and frustration it can cause over time.

  To rectify the issues and prevent reoccurrence, we are collaborating with our homeowner to implement more proactive measures. We are working on creating more explicit instructions for parking to avoid any confusion and inconvenience to our neighbors. We are establishing clear guidelines for guest behavior, ensuring that they understand and adhere to the standards we expect. We are in the process of making our property listings more accurate, providing precise information about the location and its proximity to neighbors. We appreciate your patience as we work towards finding the appropriate language for these improvements and updating all our listings and advertisements accordingly.

  We also understand the importance of maintaining an open dialogue with our neighbors. Should you have any pressing matters or concerns, please feel free to reach out to our local area managers. Here is their contact info.

  ***** : **************

  ***** : **************

  Our decision to manage properties in your beautiful neighborhood stems from our desire to share the beauty of ********, **, and support the local tourism industry and small businesses. However, we acknowledge that this should not come at the expense of your comfort and peace of mind. We sincerely apologize for any disruption caused and commit to ongoing efforts to enhance the experience for both our guests and the local community. Thank you for your understanding, and we look forward to continued positive relations with you and all our neighbors.

  Best Regards,

  AvantStay

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20846616
  
  I am rejecting this response because:

  Since receiving this response, we have continued to experience the same issues with renters at this property, indicating the company is doing nothing to prevent these continuing issues,  Just last weekend, we had issues with renters on Friday night.  I proactively called AvantStay customer service on Saturday morning, asking that they reach out the **************** for the weekend and make them aware of property lines and noise restrictions within our town.  They assured me we wouldn't experience any additional issues, yet on Saturday night we had commercial busses using my private property to unload dozens of passengers in multiple trips between 12:00AM and 3:45AM.  These passengers were extremely loud, obviously coming from some event.  They appeared intoxicated and were shouting and signing directly in front of neighboring homes. As a result, I had to call the police to come to the property to resolve the trespassing issues from the busses.

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

  

  Business Response

  Date: 12/20/2023

  Hi *******,
  
  As you informed us, there used to be a fence on the property, but it was taken down at the fire department's request to ensure emergency and maintenance access. This removal has created confusion for passersby in determining the property line. As mentioned in our initial response, we encourage you to connect with our local contacts for assistance. While our dedicated customer experience team is available, reaching out to AvantStay team members in your locality is the most efficient way to swiftly address your concerns. They also intend to update you on our initiatives to enhance the experiences of our neighbors in the area.
  
  We stand by the statements made in our initial response. We have and are making a good-faith effort to resolve recurring concerns; however, we ask that you reach out to the appropriate contacts to assist in facilitating this process and create a mutually beneficial relationship.
  
  Best,
  AvantStay

• Initial Complaint

  Date:10/31/2023

  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.

  We are a group of 8 senior citizens who stayed at the Chapel Carriage house suite B by AvantStay, October **** 2023. This property is advertised as sparkling clean and all areas of the house are properly cleaned and sanitized. In addition they state the homes are safe, have high-speed wi-fi and has an outdoor dining area and fire pit. None of these advertised claims are true. They also stated there was a hot tub, which was one of the reasons we booked, but there was a sign on it when we arrived saying it was out of order, and we were not informed ahead of time. First the cleanliness: The kitchen, bathrooms and linens were clean, but the furniture, rugs and floor definitely were not. There was no broom or mop to allow us to clean the floor. The inside of oven wasnt clean and set off the smoke alarm when we preheated the oven. The state of the property: The rugs in the bedrooms and living room were curled up and a serious trip hazard. We duct taped them down to prevent an accident. The toilet in one bathroom was loose and rocking and the toilet seat was loose. The bathroom cabinet door wouldnt close and the k*** was broken. The table was so wobbly we were afraid to use it. The hallway lights were out. The kitchen faucet was very loose. The Wi-Fi was spotty and often didnt have a signal or allow us to watch **. The ** didnt work in one bedroom -there was no signal. There was no outdoor table. Some of the outdoor chairs were broken and the fire pit was broken and moved behind the building. The toilet paper holder was off the wall in one bathroom and the sink was plugged and not draining in another. We reached to the property manager the day we arrived to let them know these issues. They sent someone out the following day and they fixed the plugged sink, the toilet paper roll, and the k*** Nothing else was done. One of us fixed the toilet seat. Theres more but Im out of room. We reached out to AvantStay but have not received any reply.

  

  Business Response

  Date: 10/31/2023

  Hi there, ***********

  We appreciate your patience and the thorough information you provided about the issues you experienced. It is our priority to ensure that our guests have a comfortable and enjoyable stay, and your feedback is invaluable to us in our ongoing efforts to improve our accommodations. Please know that we genuinely value your input and are committed to making the necessary improvements to ensure that future guests do not encounter similar issues. We will reach out to you via the email we have on file within the next ***** hours with more information on the compensation we can provide to make amends for your less-than-ideal experience.

  We apologize for the inconvenience and disappointment you experienced, and we appreciate your understanding as we work to resolve these issues promptly. Should you have any further questions or concerns in the meantime, please feel free to reach out to us. Thank you for choosing AvantStay, and we look forward to being in touch with you soon.

  Sincerely,
  AvantStay
  
  
  
  

  
  

  Customer Answer

  Date: 11/15/2023

   
  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.
  
  *********************************************

• Initial Complaint

  Date:09/07/2023

  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.

  AvantStay (Delmont - ***********, **)I recently rented the Delmont in ***********, ********* for six nights. I rented through AvantStay based on their claims that they provide upscale experience and have a rigorous, CDC compliant , 100 checkpoint cleaning process. I realized at the time that I was paying about 50% more than comparable properties available via VRBO and Airbnb, but wanted to ensure a very memorable vacation for my family.Our experience was extremely disappointing. The place was absolutely filthy! Top to bottom inside and out. The entire house is in disrepair and poses several safety hazards. I have many pictures showing vinyl plank flooring lifted so badly that it is a severe trip hazard, broken electrical outlets, water, faucets that do not turn off, large dead bugs on the floor, piles of trash inside and outside of the house, toothpaste splattered all over the mirrors, mirror frames and bathroom cabinets, etc. None of these things are depicted in the ***************** that advertise this property online. Additionally, the community hot tub was not in service the entire stay! Obviously, we paid for this amenity and were not compensated for not having access.It is extremely dishonest and deceitful and they did not, by a long shot, provide the upscale experience that I paid for. AvantStay is a property management company that professes they provide a unique, upscale experience. And since that was not my case, I spoke with AvantStay regarding many of the issues. While they say they were concerned and thankful for my input, they provided a mere $345 refund - which is 5% of the $6991 that I paid.

  

  Business Response

  Date: 09/08/2023

  Hi there!

  We hope this message finds you well. We appreciate you bringing your concerns to our attention. We take all guest feedback seriously and strive to address any issues to ensure a positive experience for all of our guests.

  We would like to note that our pre and post-stay inspections did not reveal any broken electrical outlets, faucets that do not turn off, dirty mirrors, or insects in the phone. We're also unsure of what trash outside the property you are referencing. When you reached out to us with a complaint about the residue at the bottom of the grill, we did dispatch our housekeeping team immediately to address this concern during your stay. However, they reported that you did not mention any of these cleanliness concerns while they were there with you. We only learned of your dissatisfaction after you had left.

  While we strive to provide a comfortable and enjoyable stay for all our guests, there are certain amenities that fall under the jurisdiction of the **** such as the pool and hot tub. Unfortunately, we do not have direct control over their availability and functionality. Therefore, we regret that we cannot offer compensation for issues related to these amenities.
  However, in an effort to address your concerns and as a gesture of goodwill, we have decided to provide you with a 50% refund of your cleaning fee. We believe this is a fair resolution based on our investigation and the information provided. Please note that this is the largest refund we can offer at this time.

  If you have any further questions or if there are any additional concerns you'd like to discuss, please do not hesitate to reach out to us directly. Thank you for choosing our property, and we appreciate your understanding.

  Sincerely,

  AvantStay

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20472208
  
  I am rejecting this response because It is unacceptable and insufficient. Your website sites that you do a 100 point CDC ****************** prior to each visit. In spite of this claim, I have many photos and videos that reveal that all of the items which were in my original complaint are true. Therefore, your pre-and post inspections or an indication of the shoddy workmanship that your inspectors and cleaners are doing. I have photos that clearly show that the place that you rented me was nowhere near clean. Additionally, you noted that I said there was an insect in the phone. I did not say this. I said there was a large dead bug (probably a cockroach) in the house. It was not located in a phone. It was located near the deck entrance door as I showed you in a photo. 

  I am not sure why you did not respond to the vinyl flooring being lifted so badly in the master bedroom that it causes a very severe trip hazard. And there most definitely IS a broken electrical outlet. Sad and incompetent that your professional inspector cant see it. Again, I have a photo of this.

  The bear proof trash container outside of the house had a broken latch. This allowed bears to come in and rummage through the trash. We did not call to have you clean it up, we did it ourselves. But this demonstrates once again, the disrepair that your alleged one-of-a-kind  estate was provided to us. 

  You state that there are certain amenities that fall under the jurisdiction of the *** and you do not have control over them. If you do not have control of them, how are you selling them to customers? It very clearly states that these amenities are there for the tenants use.

  Your minimal 50% refund of the cleaning fee is not acceptable.

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

  

  Business Response

  Date: 10/03/2023

  We stand by the statements made in our initial response. AvantStay has acted in good faith. The complaints issued by this guest are not repeat concerns, as evident from the positive guest feedback we've received since their departure. We will continue our efforts to provide all guests with the best experience possible.

• Initial Complaint

  Date:08/25/2023

  Type:Order 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 vacation home in ****** ******* for the week of July 22 to 29, 2023. The booking was originally through ******* Charms. Our contract was acquired by AvantStay shortly after our booking. The original description of the house said it included a golf cart for our use. The email I received about the acquisition said our contract would be "unchanged". A week before our vacation we noticed on AvantStay's website that golf carts were available for an extra charge. I contacted them and spoke with ****** where I was told that they only acquired the contracts, but not the golf carts so we would have to pay for that ourselves. First he agreed to pay 50%. After explaining that we were not happy with that because it was part of our original contract and we should not be out the extra money because of the acquisition, he did agree to provide the golf cart at no extra charge to us. I received the confirmation for the golf cart and the code to work it. As we were a half hour away from ****** on 7/22, I received a text telling me the golf cart was in for maintenance and would not be available but we could contact a golf cart company to rent one if we still wanted it. They did not honor the rental agreement in full and we had to rent a golf cart out of pocket on our own after being told it would be provided. The acquisition was not our doing. We booked a house with the things we wanted and the golf cart was one of those things. I have uploaded a copy of emails and texts that I received. We feel we should be refunded the cost of the golf cart that they did not provide as they said they would on 7/22/2023.

  

  Business Response

  Date: 08/26/2023

  Hi *******,

  We deeply apologize for the inconvenience and disappointment you experienced during your recent vacation booking in ******, *******. We want to address your concerns regarding the golf cart rental issue that arose during your stay.
  First and foremost, I want to acknowledge that the situation you described is indeed not reflective of the seamless and enjoyable experience we aim to provide for our guests. We have reviewed the emails and texts you've provided and we understand the frustration this must have caused due to the golf cart being unavailable as it was in for maintenance. We are pleased to inform you that we were able to refund you the cost for the golf cart once you confirmed the credit card that we could process the refund on. This was refunded to you on August 9th. Please reach out to us if you have any further questions as we are always happy to help and address your concerns. Thank you for choosing to stay with us and we hope you will consider us again in the future.

  Best,

  AvantStay 

  Customer Answer

  Date: 09/05/2023

   
  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:08/24/2023

  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 booked a 9 night vacation stay with Avantstay via their web site in March ****************** ********* at an expensive vacation home (Legacy House) which I paid $11,878 for fully in advance.I relied on the property description on their web site (avanstay.com) which includes a general description of the property and amenities. There is also a section called "Home Truths" which provides specific circumstances, warnings and cautions for each property.This is it for my rental/Legacy House:"Home Truths:There is no A/C at this property.Please note: Due to the geological isolation of *********/****************, Wi-Fi outages and substandard internet speed is expected.********* experiences "off-seasons" in the spring and fall. Many services are not available to travelers. Please check activities/restaurants/home amenities, etc. when booking these dates.Please note our occupancy includes an additional two beyond bed count. Trifold floor mattresses and additional linens can be provided upon request.Accidental Damage Protection: A non-refundable accidental damage protection plan has been included in the price of your reservation. Under this plan, you will not be held responsible to pay for accidental damage or loss to the rental property resulting from you or others in your party up to $2000. This plan does not cover intentional acts of a guest, gross negligence, or willful and wanton conduct, and/or damages caused by pets"They consciously did not disclose the presence of a long term commercial construction project 20 feet from the rental which begins before 7AM with pneumatic drills and heavy machinery. Avanstay regularly visit the property. If this had been disclosed I would not have rented.I complained and their response was that there is a general statement in the rental agreement that indicates the possibility of construction around the ***************** and they have covered themselves and have offered no price reduction or other consideration.

  

  Business Response

  Date: 08/24/2023

  Hi there, ***! 

  Your description of your experience certainly does not align with the high standard of guest satisfaction that we strive to achieve. Although we have no control over the construction occurring around our property, we want to express our apologies for any miscommunications prior to your arrival. Upon reviewing our listing, we would like to note that we have a disclaimer that reads, "Please be aware that as a ski town, various construction projects take place throughout the summer, occurring between 8 am and 7 pm." We hope that this will provide pertinent information to potential guests about the conditions around our property. Additionally, we would like to mention that we did provide you with a substantial partial refund a week ago. We understand that this doesn't change the experience you had, but we sincerely hope that this gesture reflects our commitment to our guests and our ongoing efforts to improve the guest experience. 

   Thank you for sharing your feedback with us. We deeply appreciate it. As our town expands, we're excited about the addition of numerous new shops and restaurants in the area. We hope to have the chance to host you once more in the near future. This way, you can delve deeper into all the offerings of this thriving town.

  Warm Regards,

  AvantStay

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20417476
  
  I am rejecting this response because: This notation that loosely advises of construction across the entire town was NOT in the original booking nor in my rental contract. Furthermore, the local office acknowledged that there was a know disruption issue and provided ear plugs for all of our party. This extensive commercial construction was underway when I booked the rental and will continue for ***** months. They consciously did not disclose this at the rental selection time and are only posting this general warning now. They should provide an additional refund.

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

  

  Business Response

  Date: 10/03/2023

  We stand by the statements made in our initial response. AvantStay has acted in good faith. The complaints issued by this guest are not repeat concerns, as evident from the positive guest feedback we've received since their departure. We will continue our efforts to provide all guests with the best experience possible.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20417476
  
  I am rejecting this response because: They are issuing a boiler-plate response that does not refute the specific claims I have made. Further, they state that I have provided a positive feedback/review which is categorically untrue.

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

  

  Business Response

  Date: 10/03/2023

  We did not state that ******************** made positive statements about our property but that other guests since his departure have displayed positive sentiments. It is based on this feedback that we have determined the concerns expressed by ******************** were isolated. Again, the statements that were made in our initial response reflect our stance on this matter.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20417476
  
  I am rejecting this response because: Their rationale that others have not complained is misleading as following my complaint they posted a warning about potential construction nearby. Also they have not denied that major commercial construction of a disruptive manner was present when I booked and they did not inform us. When we complained after arrival they acknowledged this and offered assistance. 
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/03/2023

  No further action will be taken at this time.

• Initial Complaint

  Date:08/14/2023

  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.

  This complaint is in reference to cleaning and service fees the host did not render. And amenities paid for that the company had listed but knew were not working. Amenities that were deciding factors as to why we choose this property. My contractual agreement with Avantstay was in exchange $5486 my family would stay at their property 6/30-7/3/23. This price included cleaning & service fees that were not rendered, as well as, unrepaired amenities (Grill, Hot Tub, Refrigerator) that were not working (that they had prior notice of). The cleaning fee was $487.50 & service fee $595.66; We arrived at 3:57 PM and we called immediately providing the condition of the property. We were told someone was coming, then told no one was coming (because my family posed a safety concern); then, finally, after 3 hours begging for at least clean linen, a rep showed up. His EXACT words were, "I AGREE, THE ***** WAS NOT PROPERLY CLEANED," but only changed the linen in one of the rooms. My family and I had to clean the cabin - please see the photos below. We couldn't grill as we had planned because the grill was broken. We couldn't freeze the food to take back home because the refrigerator wasn't cooling; so we loss that food. We had to purchase ice, we provided the host with receipts. After 20 mins in the hot tub the water was **** warm at best, the jets didn't work and then it started a loud rattle. According to reviews listed, this has been an ongoing problem since Dec 2022. it is not fair for us to (while on vacation) have to purchase cleaning supplies, clean up someone else's filth and pay the company a cleaning fee! Their advertisement should've been updated to reflect the amenities that were working. The reviews prove they had prior notice of the grill & hot tub being broken. I have tried to handle this directly with AvantStay, but the reply that I have received twice is that the manager ********************* said a refund is not warranted.

  

  Business Response

  Date: 08/14/2023

  Hi there, ******!

  I hope this message finds you well. Thank you for sharing your feedback regarding your recent stay at our property. We want to begin by apologizing for any inconvenience you experienced during your stay. Ensuring a comfortable and enjoyable stay for our guests is a priority, and we regret that we fell short of your expectations on this occasion.

  Regarding the cleaning and service fees, we take such matters very seriously. Our records indicate that our team responded swiftly within an hour and a half of your report. They thoroughly assessed the property, remade the beds, and also documented the condition of the home through photographs. We understand the importance of the initial impression and are committed upholding our housekeeping procedures to ensure a consistent and positive experience for all our guests.
  

  Regarding the concerns you raised about certain amenities, we appreciate your feedback. While we do make every effort to maintain our amenities, we understand that issues can arise unexpectedly. We are actively monitoring these concerns. However, it appears that everything was working appropriately after your departure, and this home has only received positive Airbnb reviews since.

  In terms of communication, we strive to provide a professional and respectful interaction with our guests. We appreciate your understanding and collaboration during your conversations with our team members. We understand that you may be disappointed with the outcome. However, considering the circumstances and the interactions that transpired, we are unable to offer compensation at this time.

  We hope you might consider giving us another opportunity to provide you with a more satisfying experience in the future. If you have any additional questions or concerns, please don't hesitate to reach out to us directly.

  Best,

  AvantStay

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20346684
  
  I am rejecting this response because: I know the burden of proof is on me to provide and I have provided more than enough concrete objective evidence that support my claim; unlike AvantStays that have only provide subjective hearsay for evidence.

  1. You indicate your staff arrived within one hour. Before you respond to this reply, contact Airbnb. You will see that their call log will provide notice that at 7 PM they were still trying to contact the propertys point of contact at the number provided in the welcome text message. Their call log will also show that I responded to the rep at 7:48 PM advising that your staff was there and had just arrived at 7:20 PM. Please check your call log to see that your manager did not speak with the staff until after 6 PM, after his call with my husband at 6:20 pm. Also, let it also be known that when the staff arrived at 7:20, ill call his attention to my watch; he apologized and stated he lived over an hour away and he didnt receive a call to come over until after 6. 

  2. You indicated that the home was cleaned. Before you respond, please speak with the staff that came to the property. His exact statement was, I agree, the home was not properly cleaned. When you speak with [said] staff, please ask him did he not see the vacuum cleaner that was full of grit & grime as shown in the photo, and confirm this is your vacuum cleaner. Ask the staff did he not see all of the hair and debris on the stairway and all of the dust going up the stairway; and confirm if the hair on the stairway could have come from us. It was several strands of blonde hair, as seen in the photos; we are all African American with black hair.  Ask him did I not point out the ice in the cooler beside the refrigerator. We told him the refrigerator was not cooling; he did move a few k**** and said during the cleaning of the refrigerator, the k**** may have been adjusted; I provided receipt showing that for two days we had to buy ice. Isnt the refrigerator a necessity? Please ask him did I point out the dried up stains on the floor & cabinets and was I not actually standing there with the swifter mop in hand when I opened the door. Check your camera outside the door. It will show me coming in the door around 5:40 pm, with with a mop in hand that I purchased (receipt has time of purchase 5:28 pm provided & was provided to *****).
  

  3. You say that you thank me for bringing attention to the amenities that did not work when we were there; however, these amenities are included in the price that you charged us for this property. Before you respond, go to your listing on the ***** website and look at the last 22 reviews. There are documented reviews that support what I have indicated in my complaint that date back to December 2022.
   - The grill does not work; there are documented reviews that support this. Do you have any documentation supporting that the grill was repaired or replaced before you rented this property to me and had it listed as an amenity for use during my stay? My family and I had to throw away meat that we were going to grill. And before you response that we couldve taken it back home, as mentioned before, your refrigerator was not properly cooling - so we had to buy additional ice to try to preserve the meat. 
  
   - The hot tub does not work, at best it gets warm and then it gives of a loud sound that would encourage you to get out. Go to your reviews, there are documented complaints that support my claim that your hot tub is inoperable. Do you have supporting documents to support this hot tub, that was documented back in December 2022 & in 2023 as being inoperable was repaired or replaced before you rented this property to me and had it listed as an amenity for use during my stay? 

   - There is a documented review from June 2023, just before we rented, that stated, the home was not cleaned to satisfaction. The customer also noted their socks were filthy from the floors; this is the same thing we documented in our complaint and pointed out to your staff when he arrived; ask him did my family member not lift her feet and show him the bottom of her socks.
  
  4. Photos uploaded during your property inspection. Airbnb required me to pull the detail tap on each photo that was taken and provide them with a screenshot of the detailed note. This note provides the date & time the photo was taken. If you all stand behind the photos that were uploaded in the inspection report, when you respond, please include NOT the photo, but the detail note (which is captured on both an iPhone and an android) to provide us both with the date and time the photos that were uploaded in the inspection report were taken. I dont think this is too much to ask since it was asked of me.
  

  As I stated in my initial complaint, we rented this property in good faith. To the employee that is answering this complaint on behalf of this corporation, our complaint may appear to be minimal. However, this was a milestone family event that was interrupted due to the dereliction of your unsupervised staff. It is not by coincidence that every one of our complaints are mirrored in those complaints of prior guest; one as recent as the month before. I have provided photos & receipts; there is also a call log on my phone, a call log and text message log on the Airbnb customer support link that provide objective evidence to my claim from the moment my family and I entered the property.  Your entire rebuttal is based solely on subjective hearsay from an unsupervised staff. At this time, my only request is for cleaning & service fees, that were not rendered to be returned. I have exhausted all means to handle this at the lowest level possible, and this is my final attempt for the two entities to come to an amicable agreement.  

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

  

  Business Response

  Date: 10/03/2023

  We stand by the statements made in our initial response. AvantStay has acted in good faith. The complaints issued by this guest are not repeat concerns, as evident from the many positive public reviews we've received since their departure. We will continue our efforts to provide all guests with the best experiences possible.

  Best,

  AvantStay