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:11/22/2022

  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.

  On October 17 I booked a rental on Airbnb that PlushyHost managed. I was planning on visiting family and friends for an extended stay over the holidays checking in on November 25 through December 23. However, I was booked on a job for work that was going to keep me from going on this trip and I would be out of state. I reached out to Plushy since it was a non-refundable stay (which I don't understand how that's even legal) to let them know my situation on November 1 . The lady I talked to said she understood and that I would need to cancel the reservation on the website and that if they were able to book the days I canceled with someone else, they would refund me for the days they were able to rebook. This was over 3 weeks from my check in time so I was confident they could do so. Then when I did cancel on the Airbnb website, I got a message from them stating their cancelation policy. It said if I canceled at least 14 days in advance that I would be refunded 50%. I figured that was better than waiting for them to rebook, so I reached out again and asked if I could be refunded the 50% they just messaged me about. They replied and told me to reach out to Airbnb about that. Which I did. They tried to get them to adhere to this but they refused. Then I checked and found out they have since rebooked 20 out of the 28 days I had booked. I told Airbnb about my conversation with them, and Plush agreeing to refund me any days that were rebooked. Plush again refused to refund anything, even after they said they would. So now they have kept my $1760 and are now getting paid by others for most of those same nights to double up on their profits. I think it's unethical business practice to do this. Charge someone for no service, then double dip like this and charge someone else as well. They should at least adhere to the refund they promised me for the nights they rebooked.

  

  Business Response

  Date: 06/23/2023

  Dear BBB, 

  
  

  Each booking channel has certain cancellation policies that potential guests agree to prior to paying for and securing the reservation. We will take another look at this case to see if something was missed procedurally by the booking channel and issue an update for this guest shortly. 

• Initial Complaint

  Date:11/17/2022

  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.

  The long and short is I booked a vacation house through Airbnb and four or five days later a hurricane hit the area and devastated the area which would be known as hurricane *** the house I rented It is in ********** *******. I immediately contacted plushy the host for the property and they have been playing games for six weeks, giving me the runaround not willing to give me my money back, knowing that the house has damage and it is not in the condition that I agree to rent the property theres nothing to do in that area any longer because its all gone from the hurricane so I asked him to prove to me that the pool in the hot tub was working at the house was in good condition and theyve continue to evade the question not provide information and play their games. All I would like is my money back and we could part ways .

  

  Business Response

  Date: 12/09/2022

  Hi BBB, 

   

  Unfortunately natural disasters happen and we do our best to ensure the quality of the accommodation for the guest. Fortunately, this particular home was spared the damage many in ******* sustained and we were able to allow guests to continue with their reservations. This reservation was for December 1 - 4, over a month after this awful hurricane affected so many. Airbnb was involved and they determined the guest was not eligible for a refund under their "extenuating circumstance" policy. The guest was free to enjoy the rental. For Airbnb reservations, guests can see cancellation policies prior to booking and invoke airbnb for exceptions when needed. We never like to see a guest cancel a reservation prior to arriving at the property but the cancellation policy did still apply. 

  Customer Answer

  Date: 12/09/2022

  the property had damage the pool and the hot tub was not working as well as exterior damage to the property not to mention the entire area around the property is destroyed 

  keep in mind this is a vacation for my family to go to a vacation destination and go out and enjoy all that the area has to offer  seems like you are either really stupid or just unwilling to understand that 

  how about you spend your money to travel to a place that has just been destroyed by a hurricane and every place you want to go is destroyed or gone  

  I really for the life of me cant understand why you and your company Airbnb are so desperate to steal $1300 dollars from anyone but you sure are hard pressed to get away with it 

  you should all be ashamed of the way you treat your customers 

  I will never stop spreading the word to everyone I that I can about this company 

  hopefully at some point you will have zero customers 

  thats my goal anyway! 

  

  Business Response

  Date: 01/12/2023

  Dear BBB, 

   

  The home was available for guest use. While unexpected issues can arise prior to a reservation, our teams work hard to make sure the property is guest ready to provide comfortable accommodations.  Airbnb made a determination that this reservation was not eligible for a full refund under their policy.