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:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a property that is managed by the company, Hoste, LLC. With 2nd hand cigarette smoke being a significant issue in our society, I reported a strong odor immediately upon arrival. The individuals at Hoste refused to send a representative of the company to come assess/address the issue and instead had air fresheners delivered. We had to live in a smoke filled house for 4 days and they refuse to make any concession whatsoever. The even refuse to have the management/owner of this business contact me to discuss my concerns. Making the situation worse, we had 3 individuals in their 70's and one child (under 13) living in the home at the time. Terrible business. Shady business practices. ******** ownership.

• Initial Complaint

  Date:09/03/2024

  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.

  Rented property on Aug 22, 2024. Home is not described at all in the listing.Rundown home that needs a lot of repairs. But most of all rodent f**** on property when I arrived on beds and kitchen counter, behind garbage can, window shades, in cabinets on dishes and tv stand and the coffee bar and now on the coffee bar what seems to be possible termites. Complained since day 1. It took them 7-8 days to have pest control come out. # dyas went without issues and now on Sept 1, rodents are back in house again. Company only offered me $315.00 compensation for the 30% refund for 1st round of rodents. But now since they keep just giving us excuse after excuse I want my money back in full. Will only settle for 50% refund as we had to stay hostage here as we had no more money to move out without a refund. Company does not believe rodent f**** is a reason for a refund. I had to rent a uhaul to put my stuff in so as not to have rodents in my personal belongings which was additional fee of $694.00 plus had to go buy paper plates to eat off of. Had to beg for grass to be cut as it was 8-12 inches high all around home upon move in as well. Well water is not normal as smell and taste is so bad had to purchase bottled water to use. Company did supply 4 cases of water to make up for that for 6 people for 23 days. Home needs to be shut down as windows and doors are not sealed. Windows tilt and almost fall out when trying to open and close. Doors you can see daylight thru and wind blows thru really hard. Refund in full requested.

  Business Response

  Date: 09/23/2024

  
  Dear ***** ****,

  
  I sincerely apologize for your unsatisfactory stay at Hoste and the issues you encountered. As a veteran-owned small business in ****************, we aim to provide exceptional experiences for our guests and sustainable investments for our property owners.

  
  Hoste made several attempts to address your concerns during your stay. After your initial complaint about lawn care, services were scheduled for the next available date. When cleanliness and maintenance issues arose on August 23, a team was dispatched that same day, but the offer to send cleaners back was declined. Following your report of mice on August 24, sticky traps were delivered promptly, and professional pest control was scheduled for August 28. A pest control company was on-site within five days, after contacting six companies for the earliest availability.
  In response to complaints about the well water's odor, bottled water was provided, and subsequent testing confirmed no issues with the well water or filter. Throughout your stay, Hoste offered partial refunds and discounts, maintained communication, and presented options for further resolution, including a toaster refund and the ability to cancel your reservation. Despite these efforts, you remained dissatisfied, threatening legal action and contacting authorities and media just three days after check-in.

  Reservation Discount: $452.80
  Refunds:
  $316 on August 29
  $265 on September 5
  $165 on September 9

  
  We regret the challenges you faced and appreciate your patience. Following your stay, we have taken steps to ensure these issues are fully addressed, including a water test, regular pest control, and enhanced quality checks. If there is anything else we can do, please let us know.

  
  Sincerely,
  Hoste Management

  Customer Answer

  Date: 09/25/2024

  Complaint # ********

  I am rejecting the complaint, I attached the letter in the attachments as to why as it was too much information to answer here.

  Thank you,

  ****** ****
  

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our familys recent trip to **************** for my sons graduation from the United States ***************** (USAFA) turned into a stressful and disappointing experience due to significant issues with our Airbnb booking. This trip, planned from May 26 to June 1, was supposed to be a celebratory time for our family, including two senior ladies over 80 years old. Instead, it was marred by poor management and inadequate support from both our host and Airbnb. We had booked and fully paid for our Airbnb accommodation long before our travel date. On May 24, we received a confirmation along with the door code, seemingly ensuring everything was in order. However, upon arriving at the property at 10:30 PM, we were shocked to find people already sleeping in the room we had booked.Panicked and confused, we immediately called the host, ******. He initially confirmed our reservation but was unable to explain the double booking. When we contacted Airbnb, they informed us that our booking was not valid, attributing the mix-up to double booking.In a follow-up call, ****** admitted that he no longer managed the property and assured us that he would refund our money. Despite our request for alternative accommodation, he stated that he had no other properties available in the area. With no other option, we had to find a hotel at the last minute. Due to the late hour, our family, including the elderly ladies, did not check in until 1:00 AM.The following day, we reached out to ****** again, hoping he would take responsibility and assist us in securing another booking. He advised us to book another property ourselves. We reluctantly made another booking through Airbnb, only to discover that the new booking was also managed by ******. Fearing a repeat of the previous nights fiasco, we called him for verification. After keeping us waiting until nearly 9:00 PM, ****** informed us that he could not provide the room.

• Initial Complaint

  Date:09/27/2023

  Type:Order 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.

  On 4/29/2023, I made a reservation for 5 night stay in ****************, through Airbnb, for a total cost of $1952.42. The company that managed the property was Hoste.On 7/21/2023, I received an email from Hoste through airbnb that stated they are no longer managing the property and that they could not accommodate my stay. They provided 6 alternates for me to consider, all of which were more expensive than my original reservation. There was no mention of compensation or allowance for the cost difference. After several communications with airbnb, I was told by an airbnb agent that they would provide any of the alternate properties at the original reservation cost (no extra cost to me). By the time I got this information there was only 1 of the 6 offerings that was still available so I requested that property. I was told by airbnb that it was reserved for me and that I would receive confirmation within 48 hours. I waited a week and no confirmation came so I reached out again to airbnb. They told me that the property I had selected was no longer available. After several more communications with airbnb discussing the situation and seeking remedy, I selected yet another Hoste property that was located in an adjacent town and again I received no reply until the house was rented to another party, then I was informed that it was no longer available. Finally, airbnb referred me directly to Hoste. I spoke with one of the Hoste managers and challenged him with the question of how they take a reservation in April, on a property that they do not have a firm contract to manage, and then do not warn, nor compensate the client for this risk when my reservation was lost. Although he apologized, he did not offer remedy, and pointed at Airbnb for compensation.I ended up making a reservation just 2 weeks prior to our trip for $2957.04, which is $1000.00 more than my original reservation.

  Business Response

  Date: 09/29/2023

  Dear ****,
  We acknowledge your complaint with profound regret and would like to extend our sincerest apologies for any inconvenience you encountered during your interaction with Hoste. We always aim to provide seamless and pleasant experiences for our guests, and we deeply regret not meeting this expectation for you.
  
  Timeline and Clarification of Events:
  -Upon learning of unforeseen safety concerns with the originally booked property, we acted immediately to inform you and cancel the reservation, prioritizing your well-being and safety.
  -Alternative listings were promptly offered, and while waiting for your response, multiple communications were sent, emphasizing that a full refund was available should you choose to cancel.
  -Unfortunately, a significant delay occurred while waiting for your selection from the offered alternatives.
  -After you selected one of the alternative listings, it became unavailable, leading to further inconvenience.
  Throughout this process, our intention was to assist you in finding suitable accommodation while providing the option to cancel and receive a full refund at any point.
  
  In acknowledgment of the inconvenience experienced, we extended a full refund and assisted in referring you to Airbnb support for alternative accommodations. Additionally, we would like to offer a 15% discount on your next Hoste booking as a token of our sincerity and commitment to making amends. Please contact our team if you are interested in receiving this offer.
  
  Commitment to Improvement: We value your feedback and are working diligently to enhance our service and prevent similar occurrences. Implementations are underway to refine our communication and reservation management processes, ensuring more timely and efficient resolutions in the future.
  
  Once again, we extend our deepest apologies and are here to assist you further should you have any more concerns or if there is anything more we can do to amend this situation.
  
  Warm Regards,
  
  Hoste Team

• Initial Complaint

  Date:09/20/2023

  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.

  On August 25,2023 I booked a cabin through VRBO and Hoste LLC was the property management company that handles all the reservations. I booked it that day and within the next few hours I attempted to cancel it and change the reservation for new dates. At first they said for me to provide them with new dates for the new reservation and I did that. Then they stated they couldnt after they read the rental agreement. They went back on their word and just refused to help me out in any way when they first said they would. I will upload the conversation.

  Business Response

  Date: 09/21/2023

  Dear ******,
  

  We hope this message finds you well. Upon careful review of the **** cancellation policy pertaining to your reservation, it is with regret that we must inform you that the cancellation was processed outside the designated timeframe permitted for a full refund.
  

  Reservation Details: (Reason given for cancellation request) "I wanted to surprise my wife with a trip but she does not want to go"
  Created: August 25th, 11:20 AM
  Canceled: August 26th, 3:18 PM
  Check-in: August 26th, 2023, 04:00 PM (****** Time)

  Check-out: August 31st, 2023, 10:00 AM (****** Time)

   

  Considering your circumstances, we did endeavor to facilitate an alteration request; unfortunately, the property was not available for the alternate dates you proposed (November 3-10).

  We encourage you to revisit the specific cancellation policy linked to your booking on **** for a comprehensive understanding of the refund structure and related terms. For any further clarifications or assistance regarding the refund procedures and cancellation stipulations, please engage with ****'s customer support.
  

  **** Cancellation Policy States:"Travelers who cancel at least 14 days before check-in will receive a 100% refund of the amount they've paid. If the cancellation occurs between 7 and 14 days before check-in, a 50% refund will be provided.

  Unfortunately, cancellations made less than 7 days before check-in are not eligible for a refund."
  

  We understand that this situation may be disappointing, and we extend our sincerest apologies for any inconvenience experienced. We value your understanding and cooperation in this matter.

• Initial Complaint

  Date:12/01/2022

  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.

  November 19-November 25 Property ID ******* Reservation ID HA-TkQSjbg Paid:$179.33 x 6 nights $1,076.00 Host Fees $422.80 Cleaning fee $159.00 Administrative Fee $86.08 Damage Waiver $39.00 CITY_TAX $68.95 LOCAL_TAX $69.77 Service Fee$154.00 Total $1,652.80 Website: https://www.vrbo.com/9434856ha?noDates=true&unitId=8513908 HOSTE, advertised this property via VRBO, as the following: "The atmosphere is clean and airy, the quality linens are fresh and everything is simply cared-for, put-together and complete." "To give you peace of mind, we have a 5 star cleaning team that keeps this home immaculately clean and disinfected (especially high-touch areas) so you can enjoy your stay and feel safe." We got there and the door code didnt work and wasnt set and entered through the garage code. The entire home was dirty and not cleaned or sanitized at all. The trash smelled in the garage and kitchen. The master bed and bath were both slept in and dirty towels on floor and not chagned or cleaned. No welcome packet and when called about the property, HOSTE said they would have a cleaning crew the next day at ****. We left at **** and came back at **** and no one came. Bags of clean linen and towels were dumped at front door. We had to purchase items to clean and take care of the place and change the dirty sheets and towels ourself. We asked they refund us for this trouble since we had flown in from NY to ** for Thanksgiving leave for my active duty husband to see our active duty son. They continued to slow walk us with a call the next day and then not able to help due to the holiday and short staff.

  Business Response

  Date: 09/21/2023

  Dear ******,

  We want to sincerely apologize for the experience you had during your stay with us. We have received your feedback, and it is clear that the level of service you received was not up to our usual standards. Please know that we are deeply sorry for the inconvenience and discomfort you and your family encountered.

  
  In regard to the cleanliness and sanitization of the property, it is highly unacceptable that you had to experience such conditions, and we want to assure you that we are taking your feedback very seriously. We are conducted a thorough review of what went wrong and are working diligently with our cleaning staff to ensure this does not happen again in the future.

  
  Regarding the issues with the door code and the delay in response and resolution, we acknowledge our shortfall in delivering prompt and effective service. The lapse in our communication and service, especially during a holiday, is regrettable, and we are addressing this concern internally to avoid any such recurrence.

  
  To address the inconvenience, we have taken immediate corrective actions, which include a restaffing in our housekeeping and communications teams.

  
  We would also like to extend our heartfelt gratitude to both your husband and son for their service, and we deeply regret that we could not provide a seamless experience during this special time. Please know that we are committed to making this right and ensuring your future experiences with us are pleasant and hassle-free.

  Thank you for your patience and understanding, and once again, we sincerely apologize for falling short of your expectations and our standards.

  Warm Regards,

  Hoste Team

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 18480622
  
  I am rejecting this response because:
  This was sent last Nov-Dec and we are just getting a response? We asked for a refund. Not an explanation of their short comings and staffing issues. The appreciation for the service members service would have been better acknowledged with a quicker response and refund resolution. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/28/2023

  We would like to extend our heartfelt apologies for the considerable delay in addressing your complaint, which was submitted in November-December of the previous year, and for not meeting the resolution you hoped for.
  It's evident from your feedback that our response was not only untimely but also failed to meet your expectations. Instead of offering the desired remedy, we provided an explanation which, albeit genuine, was not the solution you were seeking.

  We deeply respect and value all our customers, including our esteemed service members, and understand that the best way to express our appreciation is through timely and effective action. Regrettably, we fell short of this in your case. I'm sincerely sorry that you felt your concerns were not adequately addressed or resolved in a manner you found acceptable.

  
  While we may not be able to offer a refund in this situation, I would still like to assure you that we take your feedback seriously. We are committed to improving our processes, making amends where we can, and ensuring that such delays and missteps do not happen in the future.

  
  Your feedback is crucial to us, as it points out areas where we can, and must, do better. We would appreciate the opportunity to discuss your concerns further and explore other potential ways we can make this right for you.

  
  Please feel free to reach the Hoste team at ************ at your convenience. Even if it's just to share further feedback, we are here to listen.

  
  Once again, we apologize for the inconvenience and disappointment you've experienced. We hope to find a way to rebuild the trust that has been eroded.

  
  Warm regards,

  Hoste

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 18480622
  
  I am rejecting this response because:
  It is not acceptable to continually give an excuse and tie an apology to it so late and then add insult to injury of how our bad experience is going to help your business to better for other customers in the future. Refund our money and/or provide a better way to show you actually care about your customers and their business by providing a better product at another property with the same credit amount we paid for the unsatisfactory services and experience we had for our Thanksgiving holiday ruined by your company. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/29/2023

  Dear ********************,

  We understand that our previous responses have not been satisfactory, and we are genuinely sorry for any additional frustration this has caused.

   Our apologies are not intended to excuse us but to express our sincere regret. We understand that the impact on your Thanksgiving holiday was significant, and it was never our intention to ruin such an important occasion. We genuinely care about our guests and are distraught that your experience has been unsatisfactory.

  Given the circumstances and our limitations regarding the refund, we are exploring all possible avenues to amend this situation. We would like to offer you a credit voucher at another one of our premium properties (booking.iamhoste.com), equivalent to the amount you paid, ensuring a superior service experience. This is in the hope that we can provide you with the quality and enjoyment you expected originally and rebuild your trust in our services.
  

  We are committed to ensuring your next experience with us surpasses your expectations and compensates, at least in part, for the inconvenience youve experienced. Please let us know if this solution is acceptable to you, or if there are other ways we can make amends that are more to your preference.
  
  Your experience serves as a critical reminder of the continuous improvement needed in our services, and we are working diligently to ensure no guest experiences such dissatisfaction in the future.
  
  We are available at any time to discuss this further and to expedite a resolution. Please contact ************ and have them reference reservation ID HA-TkQSjbg for any additional discussions or clarifications. We are keenly invested in rectifying this situation and restoring your faith in our services.

  Thank you very much for your patience and understanding, and we earnestly hope to resolve this to your satisfaction swiftly.

  Sincerely,

  **** at Hoste

  Customer Answer

  Date: 10/02/2023

   
  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. I look forward to the credit vouchers for the amount paid previously and at this businesses locations with the ability to use in the next year or more. This is really something that should of been offered from the beginning and I am grateful it is now being offered 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented property #******ha under reservation HA-maRvj14 for dates July ***** by hosts **** or ***********************. The site was advertised as a non-smoking home. Upon arrival, the home smelled of cigarette smoke and we immediately started to have respiratory issues related to the smell. I immediately called the phone number cited and told them that the home smelled of smoke and we would not be able to stay due to health issues and immediately requested a refund. I was placed on hold and called back by the representative. I also received two emails from the site. The first email stated that all their homes are "non-smoking rentals," worded carefully and did not state that the home had not been smoked in. The representative stated that there had been plaster and adhesive work done that day in the home and that was the smell. The second email stated the housekeeper had been in the home and did not smell smoke when she was there. The story changed twice during the email exchange. The representative then stated they would come by and bring us air fresheners and we should open the windows of the home (even though they had just denied there being any smell by word of the housekeeper). Due to health issues, we were not able to stay in the home and left within minutes of arrival, as we were feeling ill. We were denied any form of refund, stating we would need to take it up with VRBO. VRBO stated that the rental site Hoste was responsible in full for the refund and referred us back to Host. Hoste did not refund us any money even though the house was clearly misrepresented as non-smoking and changed their story as to the smell. We are out over $1,643 as a result of this false advertising.

  Business Response

  Date: 09/21/2023

  Dear *************,

  I hope this message finds you in good spirits.

  I'm reaching out to address the concerns you communicated during your stay at our property, where you identified an odor resembling cigarette smoke.

  
  Upon receiving your feedback, we immediately initiated a comprehensive review with our housekeeping team. We maintain a rigorous no-smoking policy, a standard we consistently enforce and monitor between guest stays. To date, our review has not identified any evidence of cigarette smoke during or after your stay.

  Check-In: 07/21/22 04:00 PM (****** Time)
  Check out: 07/23/22 10:00 AM (****** Time)

  Refund Issued 7/23/22 following guest checkout.

  Cleaning report before guest Stay: ****************************************************************************
  Cleaning report after guest Stay: ****************************************************************************

  
  However, recognizing the importance of ensuring our guests' satisfaction and comfort, we took the decision to provide a full refund for your reservation. This gesture underscores our commitment to offering the best experience possible, even in instances where the circumstances might be uncertain.

  
  We apologize for any discomfort or inconvenience you may have encountered. As we continuously seek to enhance our services and guest experiences, your feedback is invaluable to us. Should you have any further insights or recommendations based on your experience, please feel free to share.

  
  Thank you for choosing to stay with us. We hope to have another opportunity in the future to provide you with the exceptional service and accommodations we are known for.

  Customer Answer

  Date: 09/23/2023

   
  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. I would like to know how the business plans to refund my funds, either by check to my home or back to my credit card. If they will please clarify, I would appreciate the response.
  
  Sincerely,
  
  *** *********************

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 17662238
  
  I am rejecting this response because: Hello, I filed the above complaint, and a year later, the business responded to you and stated they would refund my funds in the amount of around $1600. They never refunded my funds. Can you please reactivate the complaint due to failure to follow through?
  Sincerely,
  
  *** *********************