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Business Profile

Short Term Rentals

Airriva, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Short Term Rentals.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 Answer

    Date: 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

    Date: 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

    Date:08/19/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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

    Date: 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

    Date:08/16/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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.

Airriva, LLC is NOT a BBB Accredited Business.

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