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:03/01/2023

  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.

  I made a reservation for 2/4-2/5. Central Belmont Residences - I reached out to them when I was in route, approx 4:45pm 2/4 regarding getting keys when arriving. I was advised keys could be picked up. Also inquired about parking. I was advised that parking was not included with the unit. I feel that is something very important and should be made clear when someone is booking since parking is not only limited at that specific location, but also pricey! After finally finding over night parking, at 6:28pm, in a garage blocks away from the place we booked - I put the address given to me on my confirmation, into my GPS **************************************************************************************************) there was no ****, only ****. I then, texted the customer service number provided, at ****** regarding the confusion of where the location actually was. Sent photo of location. Note, it was about 20degrees outside: so after, a not so timely response - I tried calling both numbers (6:44pm-6:50pm) that I had associated with the reservation with no luck getting in touch with someone. Finally, I get a call from ANOTHER number - a gentleman named ****** advised me the **** building was the right location BUT, unfortunately there was no one there to give me access to the building! I said, so if you all knew no one would be able to give me access to the building WHY was I able to book the reservation he did not know the answer to that, and said he could relocate me or cancel the reservation completely. At this point, I was so frustrated after driving around for an hour trying to find parking - then walking/ having to stand out in the cold trying to ahold of someone from their company to tell me where to go- I did not want to do business with them. So, ****** is supposed to cancel the reservation& provide me with a refund to the original payment method used for the booking. I also feel that I should be refunded for the parking I paid for because I ended up having to go back to my car to drive to find a hotel somewhere.. Total for reservation: $206.10 Total for parking: $30.45

  Business Response

  Date: 03/01/2023

   

   

  We have checked our records and verified that the reservation was cancelled and the guest's card was never charged, so no refund is due at this time. We will reach out to the guest directly via email provided to work with an alternative solution related to parking fees.

  Sincerely,

  Management Team 

  Customer Answer

  Date: 03/02/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2022

  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.

  My family and I were travelling to the ** for my sons wedding in September 2022. We had a booking at the SoBe Apartments in ******* - from the 11th to the 24th September booked and paid to SoBe ** Partners LLC ** Dollars 2704.OO. Five days before we could travel to the ** I Had an Email from them Telling me that they had lost the contract with the ******* property and so cancelled the booking and mentioned about a refund in 15 to 30 days. That was in early September and now it is Late November. It was extremely difficult and stressful trying to organise new accommodation, which we finally did but cost us a lot more money, and we are retired folks. I have since tried to call them and sent them Emails of no avail. They do not answer their Emails and the phones ring out. I understand the time difference and have called at all times with no luck. All I am looking for is my refund.Thank you ************************* ********* *********.

  Business Response

  Date: 11/29/2022

  Hello,

  We are working with the guest directly through the email provided to issue the missing refund.

  Thanks,

  SobeNY Team Management

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18474982
  
  I am rejecting this response because: I feel a bit apprehensive because, like before they promised to make the refund but have not done so far. They claimed that they did not have my bank details. that was provided in the first instance when the question of refund came up. I did have an Email from their Director of Reviews - *************************** - to say that the refund would be prioritised/urgent, but it has been 8 days now and I am still waiting. Thank you once again for your effort in trying to sort this issue out. Ido appreciate your assistance.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 12/21/2022

  Hello,

  A refund in the amount of $2,704.03 was issued on 12/16/22 (receipt attached). Please accept our sincere apologies for the unacceptable delays with this case.

  Warm Regards,

  Management Team

  Customer Answer

  Date: 12/22/2022

   
  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.BBB Thanks for your input in resolving this issue. I would also like to make a special mention to *************************** - Director of Reviews from SoBeny LLB who made an extra effort to resolve the issue as soon as she became aware. I would like to apologise for making some unkind statements in times of frustration.

  Please accept my appreciation and heart felt Thank you to the both of you for resolving this issue.

  Hope you have a wonderful festive season.

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

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an apartment with the company 15th Jan 2022 on Booking.com for 1 week from 26th Nov 2022 until 3rd Dec 2022. This was for an apartment in ****** - Close to ******************** 30 day stays ******. I paid the full balance of $1084.34 for the booking on my credit card on the same day. On the 13th Nov 2022 I received a email notification from Booking.com that I had a message from the property. This message stated that the owner could no longer facilitate our booking on the dates and that I needed to contact them to have them find an alternative accommodation for us. I did this. *** in the relocations team assured me he would find an alternative accommodation in the area and that any added payment would be covered by them. This took 6 days with little communication from him despite multiple emails. On 19th Nov 2022 I received an email with confirmation of an alternative booking. I contacted the new property who confirmed this. However, on Tuesday 22nd Nov 2022 the new property phoned me to state the balance had not been paid as the card provided for payment had declined multiple times. I immediately contacted the company and cancelled my booking with them on Booking.com. This booking was under a free cancellation policy until 24/11/2022. Therefore, I am entitled to a full refund via the same source I paid with. The company is refusing to refund me on the card I initially paid with and is asking for further information which I am not happy to give or stating they will send a cheque again not acceptable. They are stating that the processor the payment was originally sent on is broken which does not make sense. When I reply to their emails asking what this processor is I get no response. Booking.com policy states the refund should be sent within 30 days to the original payment method and I should have to take no further action. There is clear fraudulent business going on here and I have to take it to this platform for help!

  Business Response

  Date: 11/28/2022

  Hello,

  A refund in the amount of $1,084.34 was issued via wire to *** on 11/25/22, please see confirmation of wire payment attached. 

  Thanks in advance,

  Management Team

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company has not processed a refund due to me for a *********** at owner property ************* Water Views 30 Day Rentals via Booking.com. Refund was to be issued by June 15 2021. Followed up up with company and Booking.com but no refund. Confirmation ********* Pin **** (booking attached), Guest *************************: Lodging date May 27 - May 31 2021, Total $847.53 (Amex statement attached )Cancelled stay 5/16/2021. Received email confirmation on 5/16/21 (email atached) that full refund will be processed in 30 days. As of 11/8/21, no refund was processed. Method of payment: Amex. Reservation completed via Booking.com. Booking.com informed me that partner no longer has access to Amex and will return refund via Zelle 10/11/2022. My Zelle details were sent to SobeNY and still being told refund is pending.

  Business Response

  Date: 11/14/2022

  Hello ******,

  We'd like to send our sincere apologies for the negative experience you have had with us.  Understanding how frustrating your experience has been, we want to make sure a satisfactory outcome is reached.  Please know that your case has been escalated and a refund is in process to reach you this week.

  Sincerely,

  SobeNY Management Team

   

• Initial Complaint

  Date:11/08/2022

  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.

  I booked an apartment with your company in ******* for 1440,07$.A few days before check-in you deleted the booking and sent me the contacts to ask for a refund.It has been three months and the refund never arrived. It's impossible to contact you because the number you provide is inactive and the mail I send are mostly ignored. When you reply, either you send a standard text stating to wait 30 days for the refund to be processed or you give puerile excuses why not to issue the refund. I was literally told that your processor was broken and thus you couldn't issue the refund!I am complaining here, but this is also a matter for the ************************ and very other anti-fraud police office.

  Business Response

  Date: 11/10/2022

  Hello ******,

  We'd like to send our sincere apologies for the negative experience you have had, we are working directly with you through the ******************************** email address and you should be receiving your refund shortly.

  Sincerely,

  Management at SobeNY

  Customer Answer

  Date: 11/16/2022

   
  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 refund has been issued and received correctly.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room for **************** ****** 30 Day Stays Apartment April 2022 for a stay on April *****, 2023 for the ****** Marathon. I did this through Booking.com and had to fill out paperwork and pay the entire amount $1786.51 up front. September 1st I received an email from Booking.com (comformation # ****.603.713) stating that the property owner terminated their agreement with booking.com and reservation was terminated and I would get a full refund usually within 14 business days.It is now 47 days later and 7 and 1/2 months after I sent money and I still do not have my refund. I text everyday asking about the status and get the same response that they forwarded my request to the refund department. Last week my response is that hey do not use the payment processor anymore so could I provide my ACH details or Zelle. I gave them my Zelle info and still do not have my refund. I have been talking with Booking.com also and they supposedly were helping ne get my refund by this week but I got an email from them sating that they have heard from the property (Sobeny) and my refund would be processed within 3 business days. I still do not have my refund. I have provided emails, text messages and Credit card statement proving this was charged on 4/6/22 in the supporting documentation.

  Business Response

  Date: 11/01/2022

  Dear *********;*****

   

  We are in the process of securing your refund. 

   

  Thank you for your patience

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18233811
  
  I am rejecting this response because: I placed this reservation through Booking.com and neither Booking.com nor SOBENY Partners responded in a timely way with my refund.  After researching this company I discovered numerous similar complaints.  SOBENY does not have a live person to talk to.  They only text which is very poor customer service especially when they have had your $1785 for 7 and 1/2 months in their account accruing interest.  I feel there was never any intention to honor this reservation,  They caused me to have to scramble to make a reservation for the ****** Marathon in April of 2023 at a higher rate.  All I ever received from this company was the response that it was sent to the refund department.  They also stated that not only was their contract with Booking.com terminated but so was their contract with the credit card processor so the refund had to be ACH or Zelle.  Again this was saving them processing fees and more money was going in to their accounts. I only received my original refund when I posted both on BBB complaint and another review site which was over 50 days after I received notice of the cancellation..  Every day for over a month and a half I spent considerable time and energy trying to get my refund.  So in summary, I am not at all satisfied with the company's response and my complaint stands.  It's time to expose this company for continuing this type of business practice over and over again. The response that was submitted to the BBB was not even correct.  Booking.com should also have honored the refund and then dealt with this contracted company for the refund so I am definitely never booking through them again.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/02/2022

  Hello ****,

  We are in the process of reaching out to you directly to discuss compensation for the additional difference in price spent on an alternative accommdation.

  Please stand by.

  Sincerely, 

  Management Team

   

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an apartment with sobyny in March for a reservation in July, 5 days before they canceled my reservation and claimed it would take 30 days for my refund. It has now been 4 months and they are still giving me the runaround, I have attached the messages they have sent me where they keep claiming to notify their refunds team with no resolution.

  Business Response

  Date: 11/03/2022

  Hello,

  We are processing a refund in the amount of $1,231.30 via Zelle to the guest.

  Sincerely,

  SobeNY Management team

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a 100% refundable rental thru Booking.com in April of 2022 for a 2-bedroom apartment at Belltown Residence located in ******* **. Sept 22 - 25 2022. I received a conformation and receipt email for the payment from the residence. On 1 August I received a cancellation notice from the property and inquired as to why it was cancelled. I was told that it was cancelled by Booking.com. When I asked Booking.com why, i was told that the property could no longer welcome me. I requested a refund from the property and was sent an email stating that a request had been submitted and it could take up to 30 days. I again requested a refund after the 30 days and received the same reply. Booking .com said that they could not provide any assistance and that I would have to contact the residence. I again sent them a request for a refund and received the same reply as before. it's now been 45 days.

  Business Response

  Date: 10/13/2022

  Hello *************************
  

  Our team will look into this matter to find out why you where cancelled and to verify your refund claim. If you have any questions feel free to reach out to me at ***************************

  Thank you,

  Refunds

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising 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.

  I booked a room May 18, 2022 for August *****, 2022. The room had a free cancellation policy. I canceled July 10,2022. They said it would take up to a month to refund. I still am waiting for my $440.58. I have reached out to SoBeNY or Corphousing and booking.com with no help.

  Business Response

  Date: 09/28/2022

  Hello **********;

   

  This is Reservations at the ****************** Please contact me at ***********************************. Please forward your wire instructions for your refund. We want to ensure that you receive your refund as quickly as possible.

  Sincerely,

  Reservations 

  Customer Answer

  Date: 10/05/2022

   
  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:09/27/2022

  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.

  On March 7th 2021, I booked an apartment to ****** Exclusive Corporate 30 Day Rental and I paid ******USD. Book dates was: July 16th 2021 to July 19 2021. On May 14th 2021, I changed the date to August 4th 2022 to August 7th 2022 (because of Covid, the show we wanted to see in ****** was rescheduled). SoBeNY changed my reservation date by email. On May 30th, 2022 I confirmed my reservation with them and they wrote me: Your reservation is in our systems and active.On August 4th 2022 at 4:26PM (one hour before my arrival in ******) they wrote me an email that my reservation is canceled because they overbooked it due to system glitch!!!!! (see email attached). I had to book another apartement last minute which was very stressfull and cost me 995$US (295$ extra). Since then, I wrote them several emails and text messages to have my refund and they just said: Please be patient or they opened an inquiry.It has been almost 2 months now that I am waiting for my refund for an apartment they canceled on my day of arrival! I just want my money back!! I work hard for my money! This is very frustrating. Thank you

  Business Response

  Date: 09/28/2022

  Good Afternoon

  This is ********************** with the ******************* we would like to ensure you receive your refund. We will need wire instructions to refund you. At your ****** please reach out to me at ***********************************. Thank you for your patience.

  Sincerely,

  Reservations

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18138029
  
  I am rejecting this response because:
  

  I sent an email at ***********************************, as they wrote to me, but after 8 days I did not receive any answer and I did not receive my refund.

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

  Customer Answer

  Date: 12/08/2023

  I received a check 5-6 months after the complaint.

  It is resolved.

  Thank you