Property Management
Stay HeirloomHeadquarters
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Reviews
This profile includes reviews for Stay Heirloom's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 6 Customer Reviews
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Review fromIrene E
Date: 10/25/2024
1 starIrene E
Date: 10/25/2024
The Heirloom management team lacks professionalism in every way possible. They are disrespectful and dishonest to their customers. My family recently contacted a weekend rental in Savannah, GA that turned out to be uninhabitable due to the lack of electrical power caused by the hurricane. Instead of the property managers providing generators or trying to relocate or work with us, they chose to misrepresent the facts surrounding this situation, they failed to notify us once the power was finally restored, and then refused to refund our money since the contract was null and void under those circumstances. This is a very disgraceful and unethical company! Do not rent from them!Stay Heirloom
Date: 11/20/2024
Dear *** *****,
We truly empathize with your situation and understand the frustration caused. At Stay Heirloom, we make it a priority to address guest concerns with every reservation and do our best to accommodate requests whenever possible.
Regarding the condition of the property, we can confirm that while there was a temporary power outage due to the storm, the property itself was not damaged. Permanent power was restored within 24 hours, and its important to note that a temporary outage does not make the property uninhabitable. In this circumstance, we did provide your group with a refund, and assured you that if a different property became available, we would notify you immediately.
We always provide our guests with the best service possible, which includes ensuring that your group had a habitable, safe property available for exclusive use throughout your reservation period.
We truly value your feedback and are here to address any further concerns or questions you may have. Thank you for your understanding.
Sincerely,
Stay Heirloom
Review fromJan N
Date: 10/25/2024
1 starJan N
Date: 10/25/2024
Beware of this unscrupulous company. When we arrived at the property on September 27, 2024, for a two-night stay, we were surprised to find that the property had no power, especially since we received an email from Stay Heirloom that morning stating that the property was ready for occupancy. The power outage had occurred the night before our arrival and the power remained out for an extended period. The absence of essential services, particularly electricity, rendered the premises unsafe and unsuitable for occupancy, violating the lease term of the agreement. They failed to offered any assistance with lodging, lighting, air conditioning, or other necessary accommodations. Their response was it is no fault of their own. They have refused to refund the money paid. Therefore, we are possibly having to take legal action against this company.Stay Heirloom
Date: 10/28/2024
Dear *** *****,
We truly empathize with your situation. Stay Heirloom strives to address guest concerns in each and every reservation, and accommodates requests whenever we can. We worked with your group numerous times throughout your reservation, including allowing for you to check in and drop off your bags at 1:00 PM, which is not our standard policy.
Regarding the property conditions, we can confirm that while a temporary power outage occurred due to the storm, the property itself was not damaged and permanent power was restored within 24 hours. Its important to note that a temporary power outage does not make a property uninhabitable.
In this circumstance, we did provide your group with a refund, and assured you that if a different property became available, we would notify you immediately. However, the property your group booked was habitable, safe, and available for your groups exclusive use throughout the term of your reservation.
We value your feedback and are here to address any additional concerns or questions you may have. Thank you for your understanding.
Sincerely,
Stay Heirloom
Review fromPaul K
Date: 04/03/2024
1 starPaul K
Date: 04/03/2024
I booked an Airbnb through this company. I paid in full seven months before the trip. The company managed the property so poorly that the home had no electricity and was totally uninhabitable. I was provided less than 24-hour notice to re-book a group of 18. The company provided no comparable or helpful alternatives.Stay Heirloom
Date: 05/29/2024
Dear ************,
First, we would like to thank you for being patient with us. Our company is committed to giving the best service that a customer should experience and we understand your concern. We would like to use this opportunity to provide a correct reflection of facts. It is very unfortunate that before the trip, an electrical issue occurred. Upon finding out that the property was unable to host guests due to the electrical issue, our Guest Communication reached out to inform you and offer alternative accommodations around the area or a reasonable refund to compensate for the unexpected circumstances. Because you were dissatisfied with our alternatives at the time, we must now continue to stand by the terms and conditions that you initially agreed to upon booking.
Stay Heirloom is committed to giving guests the highest standard of service they can experience by upholding its policies. Should you have further concerns, please do not hesitate to contact us. Your feedback is valuable to us.Thank you,
Heirloom Team
Review fromDon J
Date: 09/18/2023
1 starDon J
Date: 09/18/2023
Terrible company. Even worse customer service and policies. Honestly, Air BNB should be held in contempt for allowing a company like this rent through them. 48 hour cancellation policy after booking. We wanted to adjust our reservation, 7 month before our trip and they scammed us. Blatantly scammed us.Stay Heirloom
Date: 10/02/2023
**************,
Thank you for reaching out. However, without your reservation number and/or more information, we are unable to assistance with solving any inconvenience that you might have experienced.
Review fromReb B
Date: 06/08/2023
1 starTerrible property management company-- do not use them on Airbnb or VRBO. We booked a big trip with them to a 'luxury' property. We tried to adjust an existing reservation, and they said we would have to cancel and rebook (while they keep our 50% deposit!) We could not find where in their terms of service documentation that a change to a reservation= original reservation cancellation. We asked Airbnb to intervene, and this property management company straight up ignored Airbnb customer service. Then when it came time to stay there... house then had many issues (no power in one room, issues with smoke detectors, wasps nest on the porch, etc) and they gave ** $200 back. (This was a upper 4 figure rental $$). Just don't use them.Review fromK. C
Date: 11/02/2022
1 starK. C
Date: 11/02/2022
They are a corporation who rents units on Airbnb but cannot provide real support when something goes wrong because they don't have workers who knows the property. I booked a unit and wasn't able to check in until 2:30 AM (in the cold dark night) because the lock box codes they provided didn't work, and the worker over the phone had no idea how to get into the unit - he didn't even know how to access the back door. When we did get into the unit, one of the beds was held together by tape and super shaky. They refused to give any more refund beyond a laughably small amount. Shady business, do not use them.Stay Heirloom
Date: 11/03/2022
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. Our ***** Communications team was quick to answer your outreach, and our local Property Manager provided additional support in this circumstance. 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
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