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Complaint Details
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Initial Complaint
01/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Reservation #: ***** Check-In: 12/17/2023 Check-Out: 12/26/2023 Property Address: ************** (Desert Dream)We are seeking a refund for the 5 nights we were unable to use the primary bathroom/bedroom.We received $200 compensation on a $7,748 rental which is unacceptable! The primary bathroom/bedroom was unusable for 5 nights of our stay. We wasted an afternoon and evening with Roto-Rooter trying to fix the problem. They could not fix it because the plumbing installation on the house addition was causing the issue. After Roto-Rooter left, the rancid smell of sewage and mold permeated into the master bedroom. We want to be compensated for the last 5 nights of our stay! The house is no longer available for rental and the price was reduced to $299/night leading up to our stay. We believe Good Night Stay/owner knew about the plumbing issue and rented it to unsuspecting people anyway.Business response
01/05/2024
Hello and thank you for reaching out to us.
We were sorry to hear the master bathrooms clog could not be addressed during *********************** stay. Looking at the prior guest experiences of the home and our inspection prior to the ********* arrival, there isn't any indication this was a known, existing issue. Since the ********* departure, we have removed the home to address Roto Rooters findings on the overall plumbing system with the homeowner. As we stated in our follow-up message to *******************, were deeply sorry this plumbing issue had affected their trip.
As a result of the above, I sent an additional $1,254.75 in credit from their stay. No other issues were reported with the home and we feel the amount to be reasonable under the plausible assumption that the home's other bathrooms and features were fully functional.
If there are any further questions on the ********* stay, please do not hesitate to reach out to me.
Sincerely,
********************************* - GoodNight Stay ***** Services Manager
***************************************
Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We stayed at their ********* VRBO located at ************* Unit 100 8/2-8/5/2023. After returning home, an additional $131.70 was charged to our credit card with claims we ruined 5 bath towels, 4 face towels and 3 hand towels. We did not even use that number of towels, let alone ruin them. These are completely fabricated claims and the charges ridiculous. We tried contacting them to discuss but calls and emails have not been returned.Business response
08/14/2023
Hello,
My name is ********************* and I'm the ***** Services Manager for GoodNight Premium Stays LLC. I've taken a moment to research the situation, and although some of the linens were indeed damaged, not all of them were and thus I've determined $131.70 to indeed be egregious. Therefore, we've elected to simply refund the total amount of $131.70 to *****************
*****, we apologize for this inconvenience, and we ask you to please allow 5-7 business days for this refund to reflect on your credit statement.
If either *****, or the BBB wish to continue this discussion, please feel free to contact me directly via my email address ***************************************.
Sincerely,
********************* - ***** Services Manager
Initial Complaint
08/04/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I rented a unit in *********, ** from GoodNight Stay that indicated there were two ***s in the unit, a king *** and a sofa *** (please see attachment). The check-in date was July 30 and the check-out date was August 1. Late on the first night there I went to get the sofa *** pulled out and set up with sheets, etc. and discovered that it wasn't a sofa *** at all. I had to sleep on the couch that night. When I called GoodNight Stay the next day to inquire about this, I was told that "The ********* team will come to your unit to verify that there is not a second *** in the unit and once that is determined then we will discuss your compensation." A woman came to verify that no, there was not a second *** there. As we were waiting for her to arrive and because we had a very busy afternoon I spent the time looking for another accommodation that had two ***s. Once the woman came and verified that there was only one ***, I booked a different place, which was nonrefundable because it was just hours before check in. After the fact, a representative from GoodNight Stay asked about moving us to a different unit. When I told her that I didn't realize that was an option and already made another plan, she said there will be no refund, no compensation, and simply sent me their long list of Terms of Conditions. When I called upon return from our trip to get it worked out in a reasonable way with a manager or owner, I had to spend a long phone call trying to ****************** that as a customer, what I paid for was not delivered and I'd like a refund. Unfortunately, it was met with deaf ears, so I am now reaching out to you and I have disputed the charge on my credit card. I'm sorry to have to spend my time like this (and yours), but it's just not right what happened... and frankly I'm not sure it's legal.Initial Complaint
07/19/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On July 5th we check into a home that we had rented 1. After five requests we were sent the check in instructions and passcode to get into the home 2. Check in was delayed due to cleaning crew still being on site 3. Trash was left all over the back yard and side yard - alerted Goodnight trash was never picked up 4. Pool was extremely dirty and filter system was not working. Alerted Goodnight stay. Someone came out two days later shocked the pool and let us know the pool would be unavailable for the remainder of our stay. (116 degrees and the pool was the reason we rented the home)5. Garbage disposal not working and backing up into the sink. Alerted Goodnight without a response 6. Dishwasher not working. Alerted Goodnight no response. 7. Sent an email stating they would get back to us regarding a refund shortly and thanking us for how clean we left the home (much cleaner then when we arrived) Two weeks later only response weve gotten is a message telling us not to reviewInitial Complaint
06/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of stay was June 3-8th. Confirmation #****. This was a Good Night Stay rental. Initially the home was dirty and someone was called to clean. The second to last night we found a mouse in the grill, which we have video evidence of. This was a huge health concern as we do not know what kind of disease traveled in the mouse and do not know how long the mouse was living there as it couldve had f**** and eggs in the grill. A member of our party actually got sick after the trip. Good Night Stay offered a $300 refund but in my eyes that is not enough for a problem as such. The total trip amount was $3,500. This sort of health concern is massive and should result in a refund of at least half to the full amount of the trip. I am reaching out to see if any repercussion can take place and to warn future guests that Good Night Stay does not value health concerns of their guests. If you require additional information, please do not hesitate to reach out. Thank you!Business response
07/19/2021
This was going to be our response:
Hello ******. We are so sorry to hear that you are not happy with the compensation that was offered. As mentioned when you called, we did send over the cleaners to address the items that you identified with the clean and our home inspector was there when you first arrived to help point those out. We have fully followed up with them. We did also refund the cleaning fee in the amount that you mentioned as the items you identified were cleaning related items. We are so sorry that you found a mouse in the *** area mid-way through your stay. We do caution our guests in our check in instructions to keep trash/food items secured and doors closed as it may attract pests/wildlife. Our previous inspections of this home and guest feedback have not reported this to have been an issue but we appreciate the time you took in making us aware so that we can further keep an eye out. Please let us know if you plan to join us in ********** or ********* again. Would love to work with you on a new booking.
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