ComplaintsforUpstay, Inc.
Vacation Rentals
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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have booked vacation home through Booking.com to one of the property by Upstay *** in *********, ***We paid $603 for the property and from the website description and pictures, the property should be clean and good.But, the day we checked-in, ** is not working and it was hot inside the house (82 degrees F) despite thermostat is set to 72 F.We called the Upstay *********** persons and they could send the technician only next day. All the night, we have to sleep in a very hot house. All my guest travelled from up-North couldn't stay in this property and I end up paying extra for them to stay in another hotel.When technician came next day, he said there is nothing he can do as the ** unit can't handle this big space. So, we end up staying at this property alone (as all my guest couldn't stay and I have to arrange them hotel rooms), despite of hot temperatures.Roches everywhere including refrigerator, inside dishwasher, house and garage.Mold smell inside house, floors are sticky and bathroom drains doesn't drain.I took pictures and gave complaint to Upsaty *** and they did nothing.I booked this for my daughter's graduation party and everything ruined.I want my money back as I spent thousands of dollars for my guests.Upstay *** didn't resolve my issue and couldn't justify.Please make sure to get me my money back.Thanks Address of the business Upstay ***.******************************************* **************Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date 6/13/24 Upstays vacation rental website is a fraud. Promises customers captivating interior design and shows pictures of properties that are no where close to the level of cleanliness, security, or design shown and promised. Within 10 minutes of entering the debilitated condo that smelled overwhelmingly of cigarettes and bleach, we noticed the security lock had been ripped of the front door. Carpet was wet and stained from pets. Closet doors missing, furniture beat up, and sheets so worn and threadbare you could see through them. Immediately called and told Upstay about the condition of the unit. Instead of apologizing and offering to move us to a unit that actually resembled what was advertised was told to text pictures of all the issues which we did. I explained we would have to find other accommodations because the unit condition was so bad I feared for my families security and health and requested a full refund based on the misrepresentation of the unit.Initial Complaint
04/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I checked into the property at ********************************************************************************************************************************. on April 5, 2024. I noticed a smell of bleach but just thought it was from cleaning the unit before my arrival. The following day, I discovered a black mole in several locations, and the bathroom sink was clogged up. I contacted Upstay about the situation. I was out of the unit and requested that they not enter it without my presence. They disregarded this request and entered the unit anyway. They cleared the clog in the sink and "supposedly" treated the mold with some sort of cleaning solution. I've requested a refund from Upstay numerous times, and they refuse to honor the request, claiming that they removed the mole and painted over the areas. In their opinion, that makes things right. Both my niece and I are not exhibiting symptoms of mole exposure. As a visitor to your state, I find this unacceptable behavior for a company licensed to operate in your state. I would appreciate it if you could look into this matter immediately. Thank you in advance for your time and consideration.Customer response
04/22/2024
Thank you for following up on my complaint. *********** allowed me to finally check out of the property and issued a refund for the remaining nights that I did not use.I'm satisfied with the outcome, however, it took the complaint I filed with the BBB and the State ***************** in ******* to get to that point. It should have not been that difficult to do the right thing. Previously, they were only going to issue a $79 refund and when my husband mentioned that he would be lodging a complaint with the BBB and the attorney's office, they suddenly had a change of heart.Thank you for your time in this matter.Regards,*****************************Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
******************** Upstay, *************** ********* , Airbnb We were informed or reservation would be an hour late. After arriving an hour and a half late we noticed a car in the driveway. Upon inspection of the property it was determined to be house keeping who kept the house until almost 6pm which is two hours past our check in. The property upon entry reeked of marijuana and had a pile of trash out front. Whats more is the pool and hot tub were Both cold and we paid extra money to have both heated. We decided not to stay at the property as we had small children and believe this property wasnt suitable for our family nor cleaned properly. We walked in and out. We are currently being charged for all 3 nights of our less than 5 minute stay. Both airbnb and this Host Upstay are not helping resolve this issue.Airbnb located at *************************************************************. March 10th 2024Initial Complaint
07/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a rental in Toronto through booking.com for June 30-July 4. Someone called and offered to transfer the booking to save money to Upstay. I looked at the business website *********************** * ******** and it seemed legit; they also had other postings on ******. I got an invoice and text saying the total would be $1903 (Canadian $). They charged me $1019 on May 26; $248 on June 19; and $690 on June 26. Total = $2140 CA. I called the number on their website which did not accept calls. I messaged through the app and got a new number. I called and it rang with no answer. Someone called me back. I explained and the person said "We will refund the difference." After my return I emailed them through 2 general email addresses and the contact form on their website, with no response. I messaged through the app and called the number several times. Most recently on July 18, with the response "We're still discussing it." I sent them the attached invoice and credit card charges (in US $) for proof. I just want the difference returned to me ($237 CA).Customer response
07/24/2023
On Thu, Jul 20, 2023 at 1:54 PM *** ******* ********************** wrote:
After I told the company I filed a complaint with BBB, suddenly they were able to fix the error and I got the money back today. Thank you.Initial Complaint
05/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We used Upstay for our property management for our Orlando airbnb home for 1+ year. We had great communication in the beginning. overtime, the quality of their communication and cleaning went down significantly. In our most recent visit, we discovered they use broken filter and didn't activate tv subscription (see photos). Upstay charged us for monthly AC filter replacement and tv subscription:( We complained multiple times to Andrew L and heard no responses.Initial Complaint
03/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Beware of false advertisement and not responding to customer's questions/issues during your stay. In their welcome letter, they ask you to contact them directly, but they don't respond to all of the issues. We stayed at the Winter Garden property in November 2022, the hot tub was not working and the pool was ice cold. The pillow cases were dirty on some beds and two of the beds had no top sheet. I contacted the property and they said all of the issues have been fixed. We stayed again in March 2023 and had the same issues and only got a response about the sheets and wifi. No response or resolve to a non-functioning pool or hot tub. The pool is not heated or doesn't work and the hot tub does not work. This was one of the reasons we stayed, but yet they were still not fixed. They advertise in their title- a pool and hot tub, but no they do not work. Upstay will not respond to my emails at all about this issue, even though I've given them plenty of time/opportunity.Initial Complaint
09/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 4/16/2022, @ approximately 4:30 p.m. my family and I checked into to Room *** @ StaySky Suites in Orlando, FL., which I booked through booking.com on 3/15/2022. My booking confirmation #: *********** My credit card was charged $922.00 along with a $100.00 security deposit. Upon entry to our Room/Suite (***) we were completely and utterly disgusted with the deplorable condition of this room. I immediately took pictures of the filthy unsanitary conditions and we returned the keys to the lobby and checked-out. I have been making phone calls and sending emails and text messages in regard to this horrific incident since 4/16/2022. I have attached all of my information below from 3/15/2022 to present. I would like a full refund. Thank You.Business response
11/09/2022
Business Response /* (1000, 19, 2022/10/18) */ Hello, as this complaint was referring to a booking from months prior we may not have all information available. What I can assure is that we did contact the guest and attempt to solve this issue to the best of our abilities.
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Contact Information
Customer Complaints Summary
9 total complaints in the last 3 years.
5 complaints closed in the last 12 months.