ComplaintsforStay Viagem

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon checking in on 1/12/24 I noticed there was no remote for tv. They told me to use app on phone. I informed them numerous times the Wi-Fi was not connecting to any of the devices for me to use app as a remote, they said someone would bring remote that day. As of 1/17 no one still hasnt come to bring remote nor address issues with Wi-Fi network, since the smart tv wont work without connection. All they did was string me along telling me lies about how someone already dropped remote off and placed on fire extinguisher. They were willing to allow me to go the length of my stay without a tv in bedroom as advertised in amenities, and were still going to charge me full price to extend my reservation without providing a resolution to ongoing problem which shows negligence for as many messages I sent with no resolution. I asked for a quote on extending my current reservation, but they said my dates were no longer available. I also asked about availability of any other units, they said there are no other openings. I looked on their website and seen the unit Im currently in (304) is available for my dates, as well as unit 205 for same dates I requested. I took screenshots of units available for dates I requested and sent it to them. I caught them in one lie, which means they were lying to me the whole time about the remote and Wi-Fi network. They do not take accountability to actively resolve guests issues, they would rather lie to guests about availability rather than address problems we may face. My previous reservation in unit ********************************************************************** laundry and heater room to mold. Even after I told them numerous times about leak, they still didnt address issue until it was time for me to checkout. A reputable company should not lie to their guests about availability especially when theres children involved.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Prior to booking a last minute trip through Airbnb I noticed there were some negative reviews that said air conditioning not working and dont stay here. So I reached out to the host on Airbnb to make sure the air conditioning was resolved and working. Received a response that everything has been resolved, therefore I put trust into the message and booked the reservation. Not knowing at the time, I was just talking to a customer service rep. ***** to me is deceiving to have the owners name on the Airbnb account as it looks like youre talking to a homeowner. Long story short, when I arrived at the apartment the air conditioning was in fact not working. All split ac units were set to 60 degrees and just room temperature air was blowing out. There were 5 splits total throughout the apartment. The temperature inside was unbearable and Ill leave it at that. I immediately reached out to airbnb and Stay Viagem to report the air conditioning not working and nothing was done or attempted to fix it all weekend. I was told by airbnb to stay and Stay Viagem would fix it. All I received from Stay Viagem were chat messages, not even a phone call to make sure everything was ok. Here are some of them: this has been reported to our local team. maintenance is not available due to holiday. did you try unplug and plug back in. sorry for the inconvenience.. there is an extra window unit that can be used. At this point, we had no where else to stay since it was a holiday weekend. My wife and I talked about just leaving and going back home, but we didnt want to take away being at the beach from our 4 year old son. Sleeping was also unbearable since it was so hot at night Airbnb offered a 30% discount ($93) at the end of the reservation which is unacceptable to resolve this. I am asking for a full refund due to being misinformed by Stay Viagem about the air conditioning working prior to booking the reservation. Reservation Address: ************************************************************. Sept 2-4

  Customer response

  10/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Stay Viagem regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My girlfriend and I have booked a unit for August 27th - August 31st (confirmation:*****) and paid close to $400. We have not been able and have been told that were not aloud to enter until we pay a past due balance of $147 from a previous rental that we were unaware of and not told about when booking and paying for our current one. Weve talked to multiple different guest services people and some have told us we shouldnt have been able to book this one in the first place (blacklisted) but all have neglected to even provide a way to pay for alleged past due balance. If we were told about the past due balance we wouldve paid it when we paid for our current reservation that were being denied after paying and signing the contract instead of sleeping in our car so if we can please get a refund it would be much appreciated

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Booked a vacation for June ***** At ************ ************* photos made the home look great and clean like Im used to when booking for a vacation for my family. What a surprise we got when we arrived. Front and back of the property was littered with trash and beer bottles which we cleaned so we wouldnt get a flat tire. The hallway with stairs was covered in spider webs. Upon opening the door, the neighbor tells me to check my hot water because they had been without for 2 days and there room was dirty also. We checked and we didnt have hot water. Deck had cheap DIY repairs, broken glass from screen storm door, broken blinds, broken vent hood, shower walls and curtain covered in mildew and mold, no toilet paper or paper towels, entire apartment was dirty especially the floor. We couldnt do anything our first night. No showers for me , wife, 2 yr old, 13 yr old, mother in law. After texting and emailing all night and morning some one from STAY VIA GEM showed up and apologized. Between this I was told I would get a full refund. They told me I would get my refund and they would relocate us to another of their properties. 35 minutes away! We planned everything around our first location so that ruined our plans. We arrived at the new location and Im shocked by just the look from the outside. Porch screens torn around porch, paint peeling, ***** nails everywhere, rusted wall unit a/c. Maid is there pretending to clean cause it was dirty also. Never gave us clean bed sheets, mold and mildew around entire shower area and blinds, broken bed parts in closet, sand on bed sheet, sand in washer an dryer, pre hung bedroom door broken in half! , broken glass on ceiling fan, bed 2 ceiling fan about to fall off support bracket, last resident slippers under bed with dusty floor, mildew in shower head, one wall unit to service entire home so we slept hot til we bought standing fans and cleaned the home. I was misled and let my family down. Saved for a year. Offered me 15% !!!!

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented an apartment through this company. There was so much raccoon and rat f**** on the steps to the apartment. The fire alarm was full of dried up bugs. Honestly I doubt if it works. There was a falling light post that was tied to a tree with STRING! I contacted the company with photos and never received a response

• Initial Complaint

  08/30/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Booked a hotel room in Cherry Grove, ** for Labor Day weekend. Company charged half of agreed upon price, then cancelled at the last minute saying there were no rooms available. False advertising and have not left me enough time to find a suitable replacement. Very shoddy company. Can't get a hold of anyone except text messaging to unknown employees at facility. No one answers the phone at property either. Poor management of facilities.

  Customer response

  09/24/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Stay Viagem has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We stayed at the ************* in ************. July 3rd-7th. Our AC unit went out on the room the second day there, the temperature outside was 105 degrees and ************************************************** the office after having to wait overnight. They told us to go get fans and they would pay us for them. Trying to get a hold of Viagem was very hard, no actual person to talk to on the phone. Such a scam business. We had to end up staying at two different hotels the last two nights because it was unbearably hot in the room. By our checkout day the motel staff was NO where to be found. Viagem said they were sending someone out to look at our AC and no one ever came! This place is a scam and we want our money back for those nights. Worst company I have ever stayed with. They need to be shut down.

  Customer response

  08/04/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Stay Viagem regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

*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. ↩