ComplaintsforStay Heirloom

• Initial Complaint

  03/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Horrible company with no ethical sense. Everyone I dealt with was terrible. This company attempted to take advantage of me by trying to upcharge me $800 through AirBnb while offering other customers much lower rates.Do not use or rent from them. Horrible.

  

  Business response

  03/14/2024

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

   

  First, we would like to apologize for what happened and we deeply empathize with your circumstances. We understand that you are dissatisfied with the terms of the agreement you initially signed and agreed to, specifically the cancellation policy. 
  

  When you alerted us that you needed to cancel, our team made a good faith attempt to work with you, but we were unable to come to an agreement within a reasonable timeframe. Due to the nearing dates of your reservation and our inability to come to an agreement, we needed to uphold our cancellation policy.
  

  Stay Heirloom is committed to giving guests the highest standard of service they can experience by upholding its policy. Should you have further concerns, please do not hesitate to contact us. 
  

   

  Thank you,
  

   

  Heirloom Team
  

  
  

  Customer response

  03/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4th I booked a listing from Stay Heirloom on Airbnb excited to travel to *********** with friends November 3-5. On October 14th, I reached out to them on Airbnb with the following message: Just spoke with my friends that I scheduled this trip with. Two of them have had major health complications occur in the past month, and they realistically will not recover by the time of the stay.One has three collapsed vertebrae and isnt medically allowed to sit in the car for more than 1 hr **** and the drive is 12. Is there any way we could, if not have a full refund, reschedule this stay to March **** or 22-24?Despite me reaching out in good faith and also in follow up messages offering proof of medical issues, the request was denied and they were completely unwilling to offer any movement of dates or full refund(instead Im only offered the standard 50%). The money refunded would be a huge help to my friend in being able to afford his surprise medical expenses.They repeatedly insisted I reach out to Airbnb for assistance, but Airbnb of course clarified that the host makes the decision on matters like this.If I reached out several days prior to our stay I would understand the denial, but given that I reached out weeks ahead Im pretty shocked by the lack of humanity in any responses Ive been given.

  

  Business response

  10/23/2023

  Dear **************,
  
  We apologize for what happened and we understand that you were dissatisfied with the terms of the agreement you initially signed specifically the cancellation policy. To address your concern regarding Stay Heirlooms terms and conditions, our team assures you that these clauses were made to the best of our knowledge to protect both parties, especially, the guests. As stated in the policy, any changes beyond the booking window are not allowed, a 50% refund will be given if the guest would like to cancel and Stay Heirloom wishes to stand by its policy.
  
  Again, Stay Heirloom is very committed to giving guests the highest level of standard service they can experience by upholding its policy. Should you have further concerns, please do not hesitate to contact us. 
  
  
  Thank you,
  
  
  Heirloom Team
  
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I messaged the company on VRBO and never heard back. Once booked they emailed me to tell me my request was not possible. Not a problem, I will take a refund. But they are not offering a refund. So we can't use the house AND won't get a refund. And it is a year from now. So I am just supposed to be okay with forgoing 8k? Their support team just kept saying "sorry I can't help" instead of just giving the refund? I don't understand why. This is really bad business. Lost all trust with them and VRBO for working with them.

  

  Business response

  07/12/2023

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

  Thank you for reaching out. 

  Customer satisfaction is our top priority, and it is unfortunate that that wasn't demonstrated to you.

  Your case has been reviewed and a refund has been issued. 

  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. We hope we have the opportunity of hosting you in the future!

  Thank you,
  The Heirloom Team
  

  
  

  Customer response

  07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently completed a short term rental stay through Stay Heirloom a ****** based company. While the house i had a reservation for had a faulty pool - they were able to move us to a smaller house with working pool. There was an overall difference per night of $200 for the remaining three nights. I believed Heirloom would honor the price difference and update our reservation to reflect the other rental unit and the lower price and they did not. They would only refund a total of $300. I worked with them on the additional difference - including tax difference but they ended communications with me.

  

  Business response

  04/25/2023

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

  
  Thank you for reaching out.

  
  We strive to provide accurate information to customers. The purpose of this response is to provide a correct reflection of the facts. Our ***** Communications team was quick to answer your outreach. You were provided with several options to have your group relocated to another property. We reimbursed your group a reasonable compensation commensurate with your experience. At this time, because of your dissatisfaction with our alternatives, we must continue to stand by the terms and conditions that you initially agreed to upon booking.

  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. Your feedback is valuable to us.

  
  Thank you,

  
  The Heirloom Team
  

  
  

  Customer response

  04/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We were not given multiple options - we were given one option to move to a smaller place not the same size. We had one less bedroom and the per night fee was significantly less. The difference in value between the $476 we paid for 5 nights to then be moved to a smaller house - fewer bedrooms at $285 night for the remaining 3 nights of our stay. This difference is $573, not the $300 you provided. This doesn't account for 2 days of having a pool that was not working - I am not sure how to factor a refund there. But the frustration is we ended up in a smaller home for less money then what we paid.   We paid for a home where a significant  item was broken. We had two days where wo could not use the pool. You moved us to a smaller house and did not update the reservation to reflect lower difference. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Heirloom double booked our rental. They gave the code to enter our unit to another family without our consent. They entered our rental unit. This is completely unacceptable. Management requested us to move, stating a family of 55 rented the whole house. We declined. Then, a few members of other family came to our unit and requested us to move. They were NOT happy we stayed .We expressed our disappointment with the management company for double booking, but told them we had booked prior to them ( Feb 2022) and were not going to leave. This made for an uncomfortable and very unsafe situation. I expressed this concern to Heirloom and request they be moved, or some of them. None of their family relocated, so now there were ******************** this home. SIXTY SEVEN. I requested 3 times on Friday and twice on Saturday a call from the manager, nothing was done and manager never called. Once they told me they would call me back in 5 minutes. Nothing. I had to request our door code be change, and a group of us had to miss a booked tour waiting for a person to come and do this. I don't believe for one second this was an honest mistake. I know they have many short term rental violations previously filed. This company doubled booked knowing so, hoping one of us would move to one of their vacant locations. I am requesting a partial refund ($1000) for time spent dealing with this completely avoidable situation, and cost of tour we missed.

  

  Business response

  08/23/2022

  Dear **************,
  
  Thank you for reaching out.
  
  We strive to provide accurate information to customers. The purpose of this response is to provide a correct reflection of the facts. We offered your group a number of flexible options due to the over booking, including an upgraded alternate location and a refund of half your reservation fare. At this time, because of your dissatisfaction with our alternatives, we must continue to stand by the terms and conditions that you initially agreed to upon booking.
  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. Your feedback is valuable to us.
  
  Thank you,
  
  The Heirloom Team

• Initial Complaint

  02/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We attempted to rent from Heirloom on 1/6/2022, paid $1148.37 as a down payment through Airbnb and our reservation (HMT824MBQ3) was canceled by Heirloom on 2/9/2022 without Heirloom speaking to me. (The second charge to my card was marked fraudulent by by credit card company but Heirloom never called me to speak with me about it) They kept all of my deposit but Airbnb says they can refund up to $829 of it. Furthermore, Heirloom still rented that property out to another renter and did not lose any business. On 2/16/2022 when I first realized my rental had been canceled, I rented for a second time through Heirloom, in good faith that they would treat me like a valued customer. Our new reservation with ********************** (via Airbnb) is #HMYAKK3JXW.We paid a total of $5050.13 for a three nights stay. We quickly communicated that the rental was extremely dirty, we saw roaches and mice and the front door lock was broken.There was no WiFi as promised, the kitchen drain was clogged and old food in the dirty fridge.Bathrooms had sticky dirty drawers and pubic hair on walls. Heirloom never offered cleaning service during our stay. We submitted detailed pictures/videos of the conditions. They sent a repair man the 2nd day to fix the lock. After multiple requests, Heirloom refunded our $200 cleaning fee and $400 for inconvenience. This is barely a 12% reimbursement for their breach of contract in not providing accommodations in the condition promised. Heirloom Owners *** and *********************** stated on their company site that they wanted guests to enjoy consistent, high-quality home rentals that feel connected to the local culture and community and offer ample space to come together as a group. Their company, Heirloom, claims to guarantee a level of guest satisfaction that was clearly not met. They advertise exacting standards that were also not provided to our group. We are requesting one nights stay ($1253.67) refunded and $829 of 1st deposit of canceled rental.

  

  Business response

  04/18/2022

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

  
  I would like to apologize for our delay in responding to your complaint on BBB. Thank you for reaching out. 

  
  Customer satisfaction is our top priority, and we are dismayed to hear that wasn't demonstrated to you. Though we tried to correct matters that arose during your stay, we do understand your perspective.  While we'd love the opportunity to regain your trust, we understand how frustrated you must be. We are disappointed to hear that you were unsatisfied with the property you rented.

  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. Your feedback is valuable to us.
  

  Thank you,
  

  The Heirloom Team
  

  
  

*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. ↩