Complaints

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.

• Initial Complaint

  Date:05/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Checked in on 5/17/25. ****** stay for my Dad's funeral. Issues included: (we have photos of most)-- chirping smoke alarm in the middle of the night (asked if we would change the batteries)-- tub drain inoperable (this is the reason we chose this ********* loose door thresholds/tripping hazards -- low battery mode on thermostat -- temperature was stuck at 62 -- mouse droppings found on pan in the drawer below the oven when we went to use it. -- water and air filters on fridge were flashing red needing replacement -- chipping paint -- broken door stops -- mud on rug Property was severely misrepresented. When asked about a price adjustment, "Plushy" said it was "currently being looked into and they would follow up with a proper compensation for the inconvenience we experienced." Still no response.

  

  Business Response

  Date: 09/17/2025

  Hi BBB, 

   

  We are sorry to hear about some issues during the 2 night reservation! We We offered to send help to check on and address the concerns but ultimately, we ended up issuing a partial refund. 

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 13Feb2025 I received an email from ****** Res. **** on behalf of ****** (dba Plushy Host) regarding rental unit booked Dec24-Jan2025, but did NOT stay for majority of lease period (12 of 62 days). ****** (Plushy) advised that we have noticed just a few damages after your stay and identified: Drywall, Cabinet, Chair, Sliding Door and Table issues, and requested $517.94 USD. Location: **********************************************************************************************************I replied back to ****** emphatically denying the claim and provided my reasons. I further responded similarly to ****** ***************** via email in reply to his email. In addition, I stipulated that I had advised Plushy of a dangerous trip hazard, an abrupt change in floor levels between main area and master bedroom of at least one (1) inch, which caused me to trip (unexpected and sudden jarring) twice in short time there in the evening of 1Dec2024. I advised Plushy of this trip hazard prior to my return to unit as I had to leave unexpectedly and start back to *******, and did NOT even (nor want to) stay the night (Dec 1) there. Subsequent response from Plushy, via text mail, was that they could NOT fix the trip hazard (some reason I do not recall) but had either painted or put tape on the abrupt rise in floor level. Upon reading this sometime in early Jan 2025, I then changed my return from 14 to 20 Jan2025 and DID NOT use master BDRM. I also left 1 day early. NOTE: I had (relatively) recently hip surgery (implant) and am still recovering. Am filing to state my position on record to: 1) convey what I believe is a bogus and an unequivocally DISHONEST claim by Plushy to obtain money and/or free home repair; and 2) record to 3rd unbiased party engaged in protecting consumers of an unsafe/hazardous condition that Plushy (and any other party) failed to address causing damage to me.NOTE: I request BBB put on request to Plushy that Plushy provide response to BBB, as I wish to have NO FURTHER direct contact with Plushy.

  

  Business Response

  Date: 03/15/2025

  Dear BBB, 
  We regret to see this guest so upset. We consider the matter of the requested damage claim closed and certainly didn't want to offend our guest. Often things happen in a rental, many incidental, an some unnoticed, but when they do, there are avenues to request the guest covers the costs. Since this guest denied it, the matter is closed with the guest. 

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We paid for a rental house in *********, ******* on June 17, 2024. The stay dates were January 15 through March 15, 2025. When we got to the house, we saw that it was a wreck. Sticky floors, spilled, sticky liquid in the freezer, kitchen utensils that were filthy and rusted, smoke alarm removed from the ceiling, window blinds that wouldnt open and one that was shredded, dirty furniture, used soda can on the window sill. The ceiling fans were left on probably to disperse the smell. I contacted Plushy Host and reported this. I also reported it to ****. I sent pictures to both. Plushy Host said they hadnt had a chance to clean it yet, so they sent the cleaners. We left and returned a few hours later. A couple of things were cleaned but it was still a mess. I told them that we were not staying in the house and we wanted our money back. We stayed in a hotel that night and luckily found another place. We never did stay there. I have been trying to get my money back for weeks. Plushy continues to say that they are working on it but I dont expect they are. Theyre just ignoring me. **** has been no help either. I threatened legal action but again they ignore **** see this company has received similar complaints before. They are a ripoff. I have documented all our communications.

  

  Business Response

  Date: 03/15/2025

  Hi BBB, 

  This case involves a very rare cleaning miscommunication. We are typically in control of all cleaning and guests during our management, however there were issues we were clearly not aware of! We manage hundreds of rental properties around the ** and have excellent cleaning ratings on ******. Upon checkin, there was an issue with cleaning, and we sent the cleaner back the same day to rectify the situation. This guest was provided a refund for all the nights and the cleaning fee. 

   

  Customer Answer

  Date: 03/18/2025

  First of all, I did not get a complete refund.  They were short by about $2000 or so.  I think they thought we stayed there for about a week.  We did NOT stay in the house at all.

  They also stated that the problems were a cleaning issue.  That was only part of the problem.  The house was filthy, yes, but there were other problems.  For example, the smoke detector had been removed from the ceiling, the blinds on the windows were stuck and would not open, the blinds on the back door were shredded, as if by a dog.  The furniture was dirty and not as pictured on the website.  I provided pictures to both Plushy Host and VRBO.  

  

  Business Response

  Date: 05/15/2025

  Hi BBB,
  
  Were currently reviewing the refunded amount to understand if and where a discrepancy may have occurred. Well follow up as soon as weve completed our review.

  Customer Answer

  Date: 05/15/2025

  I am glad that Plushy Host is continuing to look at the amount refunded. Their refund to me was short a weeks worth of what I paid. They still owe me around $2000. They may have assumed we stayed in the house for a week. We in fact did not spend any time there. 
  

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We are a military family living in *****. We began our booking as emergency travel to say our goodbyes to my dying father. Less than 30 mins after making the booking, my father died. I politely requested a refund and for understanding. We no longer needed to stay in that area since he was not being buried there and was only in the local hospital. After push back, they offered to refund ONLY if the booking got rebooked by another customer. Mind you, the entire 2 months was open. They knew this was an awful solution that would only benefit them. They only care about their pockets and their robot responses. My literal job is to write policies for companies, ****** tried to blame their policies for their hands being tied. There are always exceptions to policies, they just chose to not extend that exception.

  

  Business Response

  Date: 05/15/2025

  Hi BBB,
  
  Were truly sorry to hear that the guest had a difficult experience. After the reservation was confirmed, we offered a flexible solution: if she chose not to stay, we would refund any nights we were able to rebook with another guest. This approach was designed to support her situation while honoring our cancellation policy. It appears that she ultimately completed her stay at the property. While we genuinely empathize with her circumstances, we did present a fair and reasonable option at the time of her request.

  Customer Answer

  Date: 05/16/2025

  I understand that PlushyHost thinks they were "helping" me out by offering to refund any nights that were rebooked. However, this was a random little town in ************** that was wide open for the next several months. Also, let us not forget that I booked to visit my dying father-in-law, and within 10 minutes of the booking, he died. Which is when I asked for the refund. So the more helpful thing would have been to be realistic and understanding of a human being's situation. Let us also not forget that the trip chaos did not end on the booking, but continued through the stay. I truly hope you either go out of business or take a hard look at how you run a business. 

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This relates to a vacation rental in ************* on August 4 2024. Upon entering the home, I was immediately overwhelmed with the smell. It a was musty, mildewy, moldy smell. Not minor. It was over powering. In the main living room we saw a fan on the floor, a window AC unit. Turning to the right we saw a rotating pedestal fan in the hall. In the bedroom we saw a large dehumidifier. None of these was in the original listing photo library. All four devices were on at full speed. It was extremely loud. The apartment was tiny, probably about 600 ft squared. It looked the owner was aware of the problem and was trying to air it out.I immediately contacted the **************************** Plushy. I told them the situation, and informed that this was unacceptable. We were concerned about the health risks of being exposed to the mold and mildew. We were also worried the we couldnt sleep with all the noise I told the *** that we were not going to check in nor stay. I asked for other accommodations. She said that they didnt have any in the area. I asked for a refund. I sent them pictures of the 4 appliances Over the phone call she informed me that the cancelation window was 60 day earlier. She also said that there was no visible proof of mold and mildew. I told her she that the smell was overwhelming and the pictures clearly prove that the owner was cleaning up the property. I also asked about why the listing was removed from **** earlier before my check-in. We argued a bit. I pointed out the health risks and that the burden of proof for mold wasnt my responsibility. Today for some unkown reason, the listing on VRBO is gone. To make things look more suspicious, all of my messages inside of VRBO's secure platform are gone. They removed my reservation, our email exchanges...everything.

  

  Business Response

  Date: 08/22/2024

  Dear BBB, 

  We never like to see an unhappy guest. While the booking channel closed the matter and didn't offer a refund, we did. It also appears that the guest may be in the process of receiving their money back. 

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was arriving at the condo August 3rd.Today August 1st, my Mother fell and I had to perform CPR until the emts arrived. She is in a Coma, and currently dont know the brain activity.. Now not being able to go on the trip I asked for at least half for a refund. They refused the request. They were very unsympathetic and could have cared less. This is not a Hoax, I do and can have Photo, and documentation of the events that occurred to cause me not be able to make it for the reservation.

  

  Business Response

  Date: 08/22/2024

  Dear BBB, 

  Each booking channel can have different cancellation policies when there are last minute cancellations. We deeply sympathized with **************** personal situation, we offered to refund any nights that were booked for the dates he was unable to make the trip. We did secure a replacement reservation for most of his travel dates and issued him a refund of $785.25. 

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an ****** home through Plushy last weekend for a girl's trip at the river. The home we rented had a hot tub. All 5 of us used the hot tub two of the nights of our stay. 4 of us ended up coming up with a bacterial skin infection, commonly known as hot tub rash. This bacterial skin infection is severely painful and itchy and depending on the person results in a fever as well. I reached out to Plushy, pursuing a refund via ****** and was met with canned responses, lack of empathy and no resolution. I have followed up with Plushy daily regarding a refund I had requested through the ****** app, and am met with automatic responses telling me that they'd look into our case again. Meanwhile, 4 of us have been put on antibiotics to fight the bacterial skin infection and unable to work due to the pain and illness. DO NOT BOOK WITH PLUSHY. They do not care about you as a human and lack any kind of empathy or responsibility for the harm their home caused us.

  

  Business Response

  Date: 08/22/2024

  Dear BBB, 

  We provided the requested refund for ******. She requested a refund of 321 dollars and that is the refund that was issued. 

   

• Initial Complaint

  Date:02/07/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 signed a deal with Plushy that they would manage my airbnb and they would charge me 10% of revenue. They charged me 15% saying that they would receive a fee on the cleaning fee as well which they didn't manage. I terminated the contract and they would stay on for 30 days. I found out they took an extra 5% and told them that they shouldn't be taking it. They owe me for stays that they havent' paid for. They have not answered any of my requests and have gone silent of over 30 days. They are a bad business.

  Customer Answer

  Date: 02/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************************
  
   
  

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We stayed at a plushy property rented through air bnb. The property did not have a working heater. We went without heat for 5days. They apologized and promised to make it up to us. The property was rented for one month at about half way through the stay I was injured on the property there was damage on the stairs which caused me to slip and fall backwards down the stairs and banged the back of my head on a stone fireplace corner located at the bottom of the stairs. I suffered a concussion and hurt my back I could not walk up and down the stairs so we checked out early. I requested a refund for the unused days and they refused then after almost two weeks they requested money from us for damages that did not happen. For example there was a cheap mop that we never seen and it was snapped there was an older kitchen table they claimed someone wrote on (which we did not) the table was covered the entire stay because of how warm and nasty it was. They retested $500 dollars for us to replace it. This came two weeks after checkout and after I asked them for refund for the unused days.

  

  Business Response

  Date: 08/22/2024

  Hi BBB, 

  While we never like to see a guest unsatisfied with their stay, it appears that the booking channel determined the guest was not eligible for a refund based on the booking channel's guidelines. However, despite the booking channel not providing a partial refund or any refund, we will look back into this matter. 

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 11/17/22 we checked in to the townhome on *************************************************************. The scheduled checkout was 11/21/22. The day of the checkin we notified Plushy about the safety of the location. There were homeless people and drug users outside the property and inside the gated fence. I can certainly understand an undesirable neighborhood, however, we felt unsafe and Plushy was insensitive towards our situation. Inside the property we wanted to use the Wi-Fi. I noticed in the very same property listed on the Airbnb review noting they spent the entire trip trying to get the Wi-Fi to work which led me to be this was an ongoing issue for months (see attached photo). Trying to deal with ****** was an absolute nightmare, as they stonewalled me with "We're looking into this!" "Thanks!" when I tried to get resolution. I filed a complaint through VRBO and asked for a partial refund the day after we arrived, but I never got a response from the company other than, "we are looking into this." **************** was atrocious. Very early in the morning we left property and have yet to hear back from Plushy.

  

  Business Response

  Date: 01/31/2023

  Hi BBB, 

   

  While we are sad to hear the comments from this guest, unfortunately we don't have full control of people who may be passing through the downtown area. Regarding the Wi-Fi not working, as we have reviewed the account, it appears there was a delay in the refund for this issue and we will get this cleared up promptly! 

  Customer Answer

  Date: 01/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************