ComplaintsforAirriva, LLC

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a stay through Airriva starting 11/21 thru 11/26. The internet and tv were advertised as amenities. I called customer service several times who kept lying that someone was on the way to fix it. Eventually a housekeeper showed up. Reliant on internet for income, I lost hundreds of dollars. The housekeeper couldn't fix the issue, and they moved me rooms. Internet and tv still don't work. The customer service said they would reimburse me for only a night's stay and a cleaning fee, and haven't done that. Calling them took several hours out of time working and with my family I will never get back, and no resolution was ever reached. I am deeply upset and heartbroken that potentially my last Thanksgiving with my dad was ruined by this company and I lost out on the income I needed to pay for it. No one is willing to resolve the issue.

  Customer response

  11/28/2022

  Thank you ***. They sent the following 2 documents stating they'd refund this amount but I haven't gotten it yet. They also charged me $20 for parking though I didn't have a car.

  Business response

  01/17/2023

  Hello, 
  
  After speaking with my team I was able to determine that the guest was refunded a portion of their stay for the inconvenience. The guest was also moved to an alternate room. 

  Please see attachments. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reserved an apartment weeks in advance with them through Airbnb and they canceled the reservation two days before my arrival with no explanation and then attempted to convince me that I hadn't in fact reserved the apartment.

  Business response

  08/24/2022

  Airriva guest services reached out and spoke with the guest and confirmed the AirBNB refund. They offered a complimentary stay and guest will let them know if he wants to return.

  Customer response

  08/25/2022

  The company's response is a lie. There was no complimentary stay offered. I would like to see documentation of the complimentary stay that they say was offered. I will not be using this company again because they are a scam masquerading as a legitimate business. Their recent google reviews, which they have tried to drown out by having their own employees post positive reviews, tell the story.

  Business response

  08/31/2022

  Apologies, as there was a miscommunication with our guest services team and we have been informed that they did not have proof of offering a complimentary stay before our previous response. Management has since responded to guest and extended an offer of a two night stay for the troubles.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked through VRBO to rent an Airriva LLC property in January and paid $587.34 on January 31 on my credit card and an additional $68 though VRBO for the service fee. Prior to our stay Airriva charged my credit card an additional $1,745.54 on June 13 without warning and explanation of the charge. We completed our stay on July 1-3 and then realized the charge upon returning home. When I contacted Airriva, they acknowledged the charge was their mistake. I have been in contact with them for a month and they continue to only refund me portions of the amount I was overcharged. On July 25 I was refunded $502.34. On August 11 I was refunded $655.86. But I am having to fight to get the remaining $587.34 I am owed as they seem to think that is the amount for the stay even though I have already payed in full upfront with record of it. They continue to say they are working on it but I have to reach out to them frequently and they continue to say they are trying to come to a resolution. This charge hit my card by mistake and they seems to not want to refund me in full and are giving me the runaround for the remaining refund. I will add the charge did affect my credit score as this is only a card I use for travel and I was unaware of the charge and unable to pay down the additional amount it added to the balance since they are slow to refund me.

  Business response

  08/22/2022

  The Airriva guest services team has reached out to *** to walk through the refund and has offered a 1 night complimentary stay for the trouble.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempted to stay with Airriva in Unit C1 in Cleveland OH. Did not recieve any notification about a guest portal until 4 hours before the check in time. I had already started my 5 hour drive. Was supposed to be sent a link via email about check in instructions and how to send the rest of my information via that portal. Had to call back after an hour to get someone to send the link that was never sent. Left a voicemail and waited another hour. Called again and someone finally sent the link. Tried to use the link and kept being told my reservation couldn't be found after the woman on the phone had already verified it. Had to call a THIRD time for assistance. I texted my ID and card to the number and he finally sent me an e-mail with check in instructions. Upon arrival I could not get into my unit. Called a FOURTH time to get a new code. The lady was very quick to get off the phone with me. When I walked in, the room had not been cleaned. Drugs were on the counters and the bed had been slept in. Called again to have them fix the problem and sent photos of the mess to the same phone number. Asked to speak to a supervisor and was told I would recieve a call back. Am currently waiting as they TRY to find us a new place to stay. I'm 5 hours away from home with no where to stay and was just told to wait for a call back. Its 8pm. I am completely disgusted. I dont know what else to do.

  Business response

  07/29/2022

  Apologies for the issues. Our guest services team had reached out, moved the guest to a new unit, notified our housekeeping team of the issues, and refunded the cleaning fee for the inconvenience.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/22/22 bought a vrbo rental downtown KC. Got approved on 6/23/22. They made me give my drivers license number, a selfie, credit card information again, and personal information after approval. This morning, at 2:14am, i received a text message canceling because we are "local". They said they would credit our funds, but this has ruined our weekend and it's too late to make other staycation plans. It's false advertising because they mention nothing in the ad about not accepting local guests. We have not received all our money back.

  Business response

  06/28/2022

  The property owner has changed requirements to no local guests which we must abide by. As stated in the listing, additional vetting is required for any local guests which may result in cancellation if our team sees fit and we apologize for that inconvenience. The reservation was initiated by the guest within 24 hours of check-in time and was cancelled on 6/24, the day of check-in (the next day). The refund was processed on 6/24/22 for the full amount that is reported to us from VRBO. There may be additional fees held through VRBO and they will need to be contacted separately for those funds. 

  Customer response

  06/28/2022

  the listing us falsely representing themselves. There is ABOSOLUTELY NO REASON we should be rejected by extra vetting. I work for the department of social services for the state of Missouri and I work for a children's psychiatric hospital in the state of Kansas. There is no background check I would not pass. Stating that my background check did not pass is a lie and it was not until I sent a selfie that they rejected me. Plus, they required communication through email that vrbo said was not how we should communicate. Vrbo said only through the app for credit card and other communication and they texted me at 2 am to tell me we were canceled for that day. Not cool. 
  

  Business response

  07/07/2022

  We do apologize for the inconvenience of the cancellation and agree that the communication coming in that late in the evening is an issue. We will be sure to discuss this with our guest services team to ensure that this does not happen in the future. Unfortunately, we have to abide by our owners’ stipulations for local guests being accepted. There are limitations to local guest acceptances based primarily on referrals. We have issued a refund for the stay as requested which can be seen in the photo attached. We are unable to refund any fees collected by VRBO so any additional funds to cover those will need to be handled directly through VRBO. 
  
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked airbnb for the weekend trip to Kansas city. To start off with we had booked a 1 bedroom with 2 beds and 1 bath. We only had 1 bed. The bed sheets had a stain and holes in the sheets as well because my toes got stuck in them. The entire apartment floor smelled of weed along with the elevators. The tub in the bathroom was black, The floor was so dirty that our skin of our feet or legs turned black as well. We were promised extra linens and there as none. So we called the number on the door and they said they would have to see if anyone could get us some as everyone had gone home. So we went to dinner and never heard from anyone had to then go buy our own blankets and pillows for extra use. Then after we were home late a security guard in a due rag dropped off just 1 blanket and 2 pillows when we had asked for 4 blankets. The amenity of using the pool was nice but the hot tub was taped off with caution tape so couldn't use that and makes things look terrible. When getting inside and out of the parking garage my husband had to use the key fab to get inside to then open the garage door and then I had to get in the drivers seat to pull through before the garage shut on us to do all over again. When then checking out and trying to return our keys the key return did not work so I had to walk around the back to the front of the bldg to return keys to the lobby and the staff member there told us there was suppose to be a garage fob as well we were to get. The parking garage is terrible, we were told to park on top level but when really it was in the basement in the back in a tight parking spot and the garage is creepy and great place for getting mugged. The closet door was broken, then the so called room had doors to it as well and those didn't work we had to find the carpet in the track and pull that out ourselves for it work. Host response time is terrible, it took 18-24 hours. And they were tried to only give us 1 night refund, just a joke really.

  Business response

  07/11/2022

  Per phone conversation, ***** said that guest relations has reached out to the consumer to try and resolve this complaint.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is an absolute scam, I originally booked a two day stay, within 30 minutes of my arrival time the amenities offered and promise to me on the website were not available, I was told I’d have indoor parking which I did not, the television didn’t work, I spoke with customer service they said they’d send someone out to repair, know one ever came, I asked the company because of this issue I’d like to check out early, they told me I’d still be charged the full rate offered no compensation for the inconvenience, They began ignoring my phone calls, they would only reply via text hours later.

  Business response

  12/27/2021

  Our guest services team has reached out to ****** about the issues he encountered. We've expressed our deepest apologies and issued a full refund for his stay as requested.

  Customer response

  12/27/2021

  I accept the business's response to resolve this complaint. This is correct, Thanks again.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a 3 night stay at a townhouse in Ohio City (Cleveland) and was scheduled to check-in on October 15th, 2021. When I arrived at the property, the door codes provided did not work. I proceeded to e-mail and call the property owner and Airriva. All calls went unanswered. I waited outside for 3 hours until finally a neighbor arrived and called the property owner directly, who then had a staff member reach out to us. This person provided a series of 10 different door codes, none of which worked. We had no choice but to book 2 last minute hotel rooms, at a much higher rate, far away from downtown. We estimate the added cost of the hotels and cab fares to and from our destinations, to be approximately 1000 USD. Airriva has offered no financial compensation for the added costs we have had to incur, as well as the aggravation of losing 1 of our 3 days in Cleveland. In addition, we are still waiting for our full refund on the initial amount paid. Airriva issued a cancellation notice for 100 USD less than what was paid, citing "service fees" from VRBO. I requested that they phone me directly, which they have not done. They have simply e-mailed offering a free stay on our next trip, which we would naturally not want to take given our past experience. I am looking for Airriva to compensate me with the full refund amount (without the 100 USD deducted), as well a 500 USD to share the burden of the added financial cost of this ordeal.

  Customer response

  11/10/2021

  To whom this may concern,

  
  

  I would like to withdraw my complaint (#********) as the company has reached out to me and the issue has been resolved.

  Thanks for your help,

  
  

  ******* 

*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. ↩