Complaints

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/23/24 we used **** to rent a 3 bedroom / 3 bathroom duplex in ****** that was managed by Stay Heirloom. We received a confirmation the same day which included a picture matching the original duplex listing on ****. When we checked-in on 11/30/24 we found our unit was a small 2 bedroom unit which coincidentally still matched the pictures of the 3BR/3BR unit that was on both the **** listing and the confirmation, I immediately contacted Stay Heirloom and was told that we had only rented the two bedroom portion of the duplex. Heirloom then offered us a different unit for an additional $300 which we declined. When I looked back at ****, there are two different listings owned by Stay Heirloom at the same location we were at. One was the three bedroom duplex we thought we rented and the second was the unit they offered to us for the additional $300. There is no listing anywhere on **** for the two bedroom unit we were given. I have already contacted **** but have received little support.This feels like a case of bait and switch - In good faith we rented and paid for the duplex - were given a smaller unit and then Heirloom's only resolution was to offer us another unit for an additional $300. We question which units actually exist. and feel that Heirloom may be purposely misrepresenting their rentals.

  Business response

  10/07/2024

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

  Thank you for bringing your concerns to our attention. At Stay Heirloom, we are committed to providing our guests with the highest standard of service, and we regret that your experience with us did not meet your expectations.
  

  We understand how frustrating this situation must have been, and we empathize with your feelings. When you booked, you received a confirmation indicating that your reservation was for Cozy Boston Home | Near T, a 2-bedroom unit within a duplex. We have reviewed all records and logs on our end to ensure that no errors were made when securing your intended reservation, and we confirmed that the reservation was made for *********** Home | Near T, a 2-bedroom unit. Despite this, promptly acknowledged your concerns and coordinated with our reservations team to explore solutions, including offering you a discounted rate of $300 for an additional unit to enhance your stay, which you ultimately declined.
  

  Our dedicated team works diligently to ensure every aspect of your stay aligns with our commitment to excellence and always ensures that all listings on our platforms are accurate reflections of our actual properties. While the listing you booked is currently taken down as we refine our pricing and marketing strategies, it was available at the time of your reservation. For future reference, we do offer multiple different booking options at this property, some of which do include three bedroom units. It is entirely possible that you saw some of these while making your reservation 
  

  Again, we sincerely apologize for any dissatisfaction you experienced. Should you have any further concerns or need assistance, please dont hesitate to reach out.
  
  Thank you for your understanding,
  

  Heirloom Team
  

  
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is against Heirloom Stays My family book a three night reservation for 09/27/24-09/29/24. Due to a pending Hurricane forecast, and declining weather conditions, we tried to reschedule our dates a few weeks later.They were not willing to make any modifications to accommodate the circumstances. We traveled from far and near places throughout this country, in spite of the treacherous weather conditions, only to arrive at a house with no electricity. Heirloom was fully aware of the power outage, however, they never notified us about the situation. They emailed us the door entry code and all of the entry instructions, but not a word about the power outage. Their customer service team promised us a full refund. The net thing we heard from them was a change in statement offering us a partial refund.All 20 of my family members now facing dilemmas concerning non-cancellable airline tickets, lodging, prepaid food catering, and above all, an uncaring response from their customer service team. We finally found lodging in ************, **.. costing many unplanned dollars. A lot of money and many planning hours was sacrificed for this event. The most practical and honorable thing they could have done is to offer us a full refund and reasonable compensation for travel for the inconveniences and extra expenses their company caused my family.

  Business response

  10/01/2024

  Dear *** *****,
  

  Were truly sorry to hear about your situation and want to express our empathy during this challenging time. In our initial conversation with the reservation holder, we acknowledged your concerns about the impending hurricane in ******** and provided information to assist you during your stay. Given the unpredictable severity and trajectory of the storm, we always encourage our guests to prepare for potential power outages.
  

  Please know that our local ground team and emergency services are always ready to assist throughout your stay. The safety and security of everyone is our top priority, especially during this state of emergency. 
  

  Please also remember that when a property is reserved, it is taken offline and is prepared exclusively for the upcoming reservation. Because of this, our cancellation terms are upheld regardless of the circumstances surrounding the cancellation. Our cancellation terms are thoroughly outlined in our Short-Term Rental Agreement, which is signed upon making a reservation with us. These terms specifically note that the inability to travel to the premises for any reason, including inclement weather, flight cancellations, etc., does not entitle guests to a refund.
  

  Whenever a cancellation is requested, our team makes a good-faith attempt to work with our guests, including discussing any possible refunds.  However, if we are unable to come to an agreement within a reasonable timeframe, we must adhere to our cancellation policy.
  

  Should you have further concerns, please do not hesitate to contact us.
  

  Thank you,
  

  Heirloom Team
  
  

  
  

  Customer response

  10/01/2024

  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

   resent the response to my complaint, because we have been very courteous and cordial to this company. If they are so concerned about their reputation, I suggest they treat people with kindness and generosity for patronizing their organization.
  They are avoiding taking responsibility for their own actions. This is a statement taken direct from their own rules:
  
  (C) If the Host is unable to provide access to the premises to the Guest(s) prior to the check in date due to the physical condition of premises, the Guest is entitled to a travel credit for the full value of their original reservation.
  
   How would either of them feel if they paid $5,121.75 to rent a facility for three nights, and they were not able to enter the building because it was unhabitable? Not to mention all of the other expenses such as caterers that were prepaid. We were not at the facility more than 15 minutes trying to figure out lodging plans for each of our guest.
          1.       The house was unhabitable because it had no vitalization nor electricity. 
          2.       They clearly knew ahead of time that the house was unhabitable because of the power outage. They                 emailed us to let us know that we couldnt enter the house at 1:00 p.m. as originally planned.
          3.       They neglected to notify us when the house was habitable, and the power was restored.
          4.         The contract should have been null and voided as indicated in above.

  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,

  *****

   

   

  Business response

  10/11/2024

  Dear *** *****,
  

  Thank you for your response. We truly empathize with your situation; however, the property was accessible to you and your group for the duration of your reservation. You were able to check in and drop off your bags at your requested time of 1:00 PM, which is not our standard policy, but we made this accommodation to better serve you. 
  

  While we understand that power outages can be frustrating, they do not impact a property's habitability. A property management company's responsibility includes:
  

            1. Maintaining the building structure
            2. Keeping heating and plumbing in working order
            3. Exercising ordinary care to keep the unit habitable and access safe for tenants

  The property had running water, and aside from the temporary power outage caused by the storm, it was not damaged or impacted. Given these circumstances, there was nothing preventing your use of the property. Further, our local grounds team and emergency services team were on standby in case you needed them. A landlords failure to repair and maintain accessibility only constitutes uninhabitability when it results from negligence, which, in this case, does not apply. We always ensure that our homes are prepared and maintained to be healthy, presentable, and habitable. The power outage was due to the storm affecting the area and was beyond our control.
  

  Ultimately, the space was reserved and available exclusively for your use during your stay. While we are disappointed that you chose not to remain at the property, we respect your decision. At this point, we are adhering to the terms of the contract.
  

  At Stay Heirloom, we always strive to provide excellent service and an exceptional experience for our guests. If you have any concerns or questions, please feel free to reach out.
  

  Sincerely,
  

  Stay Heirloom

  
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We booked a stay in ******** ******* from August 5-8, 2024. A few days before our departure Hurricane ***** was making it's way to the Florida coast and heading toward ******** *******. It was reported that their could be record amounts of rain in ********. We held out until Sunday night to decide not to go due to having airline tickets booked. Over the next 3 days (Aug5-7) we were in constant communication with Heirloom concerning our trip and kindly asked for a refund due to a state of emergency in ********. However, he kept referring us to ******* ****** said it was up to the host to determine whether or not the cancellation policy could be over ruled and an exception could be made. After numerous phone calls and messages, ****** had trouble reaching the host. He refused to answer. However, ****** not the host agree to give us $600 back. I understand their cancellation was 48 prior to arrival however, we had no idea where the hurricane would track for sure until a day before. Overall, this company had no consideration for the amount of money we spent and the safety of their visitors. There messages seemed to be animated and always referred us back to ******* I will NEVER book through this company again.

  Business response

  08/13/2024

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

  Were sorry to hear about your situation and truly empathize with you. During Tropical *********************, we maintained consistent communication with our guests to ensure their safety. Although our properties have no history of flooding, we deployed our local ground team to inspect the property and provided guests with detailed instructions for security and flood prevention.
  

  When a property is reserved, it is taken offline and is prepared exclusively for the upcoming reservation. Because of this, our cancellation terms are upheld regardless of the circumstances surrounding the cancellation. Our cancellation terms are thoroughly outlined in our Short-Term Rental Agreement, which is signed upon making a reservation with us. These terms specifically note that the inability to travel to the premises for any reason, including inclement weather, flight cancellations, etc., does not entitle guests to a refund.
  Whenever a cancellation is requested, our team makes a good-faith attempt to work with our guests, but if we are unable to come to an agreement within a reasonable timeframe, we need to uphold our cancellation policy.
  

  Should you have further concerns, please do not hesitate to contact us.
  

  Thank you,
  

  Heirloom Team
  

  
  

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon arrival at a misrepresented luxury rental property for over 800$ per night my husband sees drug dealers loittering around the front of the property, hanging out of cars with blaring rap music, our groceries ordered an hour before via insta cart we're already mssing/stolen. We need to get stayheirloom in a class action Email me and I will get this together ********************

  Business response

  07/08/2024

  Dear Ms. ****************** you for bringing your concerns to our attention regarding your recent stay. We have carefully reviewed your feedback and wish to extend our sincere apologies for any dissatisfaction you may have experienced during your time with us. We take great pride in maintaining our properties to the highest standards of luxury and comfort for all our guests. Our dedicated team works diligently to ensure that every aspect of your stay aligns with our commitment to excellence. 
  
  Regarding your safety concerns, we assure you that the neighborhood surrounding this property is secure. We remain proactive in monitoring our homes by employing a Nighttime Security Team to ensure our guests are secure and comfortable throughout their stay, and by positioning security cameras outside of the property to offer an additional sense of security. When you reached out to our team regarding your concerns about the surrounding neighborhood, we offered alternative properties to transfer you and your family to at no additional cost, however, these alternative accommodations unfortunately did not meet your preferences.
  
  Our team has made every effort in good faith to work with you and achieve a satisfactory resolution. We regrettably found ourselves unable to issue a refund due to the allegations made against the property, which we believe to be baseless and not reflective of our services. We are committed to striving to provide exceptional services to guests, and hope to address any outstanding issues with you directly should you wish to discuss this matter further.

  Customer response

  07/19/2024

  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
  HEIRLOOM, 

  The fact that you have had to employ a night time security team proves my point exactly. My case rests. If its a perfectly safe neighborhood then this would not be necessary.  This is the last resort to give my money back or i will just go to Amex and tell them to handle your unethical team. 

  
  Regards,

  *****

   

   

  Business response

  07/24/2024

  Dear Ms. ********************* you for your response. Regarding your concerns, nighttime security personnel are a business standard offered as a preventative measure across all markets. Just as hotels have security rooms, we offer security across the board, regardless of market or location,  as an additional service to our guests.
  In alignment with in person responsiveness required by many municipalities, nighttime security officers demonstrate that we are committed to minimally impacting neighborhoods surrounding where we operate.

  
  Sincerely,
  Stay Heirloom Compliance
  

  
  

• 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. ↩