6 Customer Reviews
Review from Paul K
1 star04/03/2024
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 Response
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 from Don J
1 star09/18/2023
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 Response
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 from Reb B
1 star06/08/2023
Terrible 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 from K. C
1 star11/02/2022
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 Response
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 TeamReview from Harold E
1 star04/30/2022
The house from heirloom was very poor. It was noisy and badly maintained. Don't go there!Stay Heirloom Response
09/14/2022
Dear ****************,,Thank you for reaching out. We are sorry to hear that your experience with our company has not met your expectations.Customer satisfaction is our top priority, and it is unfortunate that that wasn't demonstrated to you.We would love the opportunity to regain your trust. 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 TeamReview from Scott C
1 star10/22/2021
They destroy neighborhoods. Pack as many people into a property as they can despite local laws prohibiting over occupancy.
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