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:07/15/2025

  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 booked a reservation in the Mtn. village with Avantstay in *********, **. We received an email 1 hour and 15 minutes prior to our check in informing us that the reservation was cancelled due to maintenance issues which was later clarified to be bug infestation. No phone call or text. Glad they cancelled, but the problems began when they offered only 3 " comparable" properties that either had fewer bedrooms or bathrooms, and all were 7+ miles from our reservation. Avantstay manages several properties in the Mtn. Village of *********, but. we were told all were booked??I would think that Avantstay has access to discounted hotel rates in the Mtn. Village, but none were offered.I went to their office in ********* the next day to hopefully get a better response, but got the same answers.I planned to contest the. credit card charge, but they did offer a full refund, but not until the next day. We had to scramble to find a hotel late for two couples and a ********* main complaint was the complete indifference by their staff, other than an apology, but no viable options.

  

  Business Response

  Date: 07/22/2025

  To all involved in this conversation now,
  
  Thank you for taking the time to share your feedback. We understand how frustrating it must have been to experience a last-minute disruption to your travel plans, and wed like to offer clarity on the situation as it unfolded.
  Your reservation was unfortunately affected by an unexpected pest control issue at the property. Out of an abundance of caution and in accordance with local health and safety guidelines, we made the difficult decision to cancel the booking. While we wish we could have given more advance notice, we acted immediately upon learning of the issue and notified you as quickly as possible.
  Regarding communication, our system automatically sent the cancellation notice via emailthe same method used throughout your reservation process. While we recognize that some guests may prefer a phone call or text, our team followed the appropriate protocol for urgent situations to ensure you were informed promptly.
  We did provide alternative accommodations that met the necessary capacity for your group, though they were outside the **************** area. Unfortunately, due to the busy travel season, availability within **************** was extremely limited across all providersincluding AvantStay. We do not manage hotel inventory and cannot offer discounted hotel rates or book hotel stays on guests' behalf. Even so, our team remained available to support you in securing alternative lodging.
  You were issued a full refund within 24 hours of the cancellation. This was communicated clearly, and no charges were withheld for the unused reservation.
  Were sorry to hear you felt our team was indifferent. While our associates followed policy and provided all available options, we recognize that this may not have met your expectations. Our goal is always to offer helpful, respectful serviceeven in difficult situationsand we stand by the efforts made by our on-site and support staff during this incident.
  We sincerely hope you were still able to enjoy your time in *********, and we wish you all the best in your future travels.

• Initial Complaint

  Date:06/16/2025

  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.

  I rented a property through ****** that is managed by AvantStay. Shortly after checkin on 6/8, the water for the property did not work. We contacted the property manager about the issue the morning of 6/9. We were continuily promised the water issue would be resolved before we returned each evening, but it was not. On 6/11, we have to evacuate the property that evening when we returned from work. For 3 days, we had no water for toilets, sinks, showers, etc. The home was not habiltable without water. I stayed in contact with the property manager the entire time and was told that a refund would be issued. I paid $4100 for the rental for dates 6/8-6/15. AvantStay only refunded me $1800 for a rental that was uninhabitable.

  

  Business Response

  Date: 06/16/2025

  To all parties,
  
  Thank you. Avantstay stands behind all the homes we list and will always do our best to work with any guest. We encourage anyone with concerns to reach out to our legal team and they will help from here. 

• Initial Complaint

  Date:06/04/2025

  Type:Order 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 secured ** successfully reserved accommodations in ********* for myself and my daughter in April for the month of June. The initial cost was slightly over $3500. However, upon my arrival the day before moving in, I was informed that an additional $2000 deposit was required. Despite extensive discussions and Avantstay's insistence, claiming it was in the contract when it was not, there was no mention of a $2000 refundable deposit anywhere. After a night of frustration in an unfamiliar town, where both my daughter and I were concerned about being left without a place to stay while she completes her internship, I secured alternative accommodations for $500 for 2 nights while I searched for a new location. Just 2 hours before check-in, Avantstay informed me that only a $500 deposit was necessary. Fearing the possibility of being left without a place to stay, I paid the additional amount. Now, with a total of $4500 spent, I no longer wish to have any association with this company or location and am requesting a full refund. I will be contacting the Nashville JP or court system to pursue a small claims case.

  

  Business Response

  Date: 06/04/2025

  Dear BBB Representative,
  Thank you for the opportunity to respond to this guests complaint regarding their recent reservation with AvantStay.
  We take all guest feedback seriously and are committed to clear communication and transparent policies throughout the booking process.
  The guest booked a long-term reservation through our platform and acknowledged the terms and conditions at the time of booking, including our cancellation and security deposit policies. Initially, a $2,000 security deposit was quoted based on standard policy for extended stays. However, upon the guests concern and in good faith, our team promptly reviewed and reduced the deposit to $500 before check-in.
  Despite this adjustment, the guest chose to secure alternate accommodations for the first two nights. Prior to the check-in window, our team confirmed the reduced deposit requirement and that the property was fully ready for arrival. There were no deficiencies at the property preventing the guest from staying as booked.
  We understand the guest's desire to shorten their stay. However, per the agreed cancellation terms, refunds are not issued for change-of-mind scenarios or for choosing not to stay at a ready and available home. Our team has attempted to accommodate and communicate consistently, both through the platform and directly, to help ease concerns.
  Additionally, the guest has stated their intent to pursue legal action against AvantStay. As a result, and in line with company protocol, we respectfully direct any further legal correspondence to our legal department. The guest may contact us at:
   **************************************************
  We are confident that we have acted in accordance with our stated policies and with a good-faith effort to resolve the guests concerns. Should any additional documentation or context be needed, we are happy to provide it upon request.

• Initial Complaint

  Date:05/14/2025

  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.

  Reserved their ************ property on April 9th 2024, paid in full $4,045 for a two night stay at an ****** in ************Around 11:14 am on the day of our reservation (May 9th 2025) after asking if early check in is possible we get a message and call saying the property is unavailable due to a unforeseen maintenance issue. No further explanation is offered, we offered to check in later at 9 pm so they could fix the maintenance issue but that was ignored.They offer two other properties, ***** and Frontier that could house us. The refund was made on the difference in booking price for these. They also approved early check in 2 hours later so we could check in at 3 pm instead if of 4 pm.***** was not an equivalent property in regards to aesthetic/space/quality of furniture. I chose it because I was the bride and this was my wedding weekend. With so much pressure I chose the only ****** they offered out of the two with enough beds. I found out later this that this property also had mice in the kitchen. The final ****** we stayed at did not have enough bedrooms but we made do. There were exposed nails on the floor to the bunk room.I messaged requesting to switch to the other offered property Frontier. This property is while not as luxurious at least had the views of the mountains similar to the original booking. They approved this change and officially sent an alteration request 1 hour later.They also offered complimentary late check out at 5 pm. But this was not needed or desired as all guests had flights or long road trips home to start Sunday morning.Per messages and calls they said they will look into compensation for *****. I have not received any notice of the results of that and our stay ended on May 11th.

  

  Business Response

  Date: 05/15/2025

  AvantStay appreciates the opportunity to respond to the concerns raised regarding this reservation.
  On April 9, 2024, the guest reserved our ************ property in ************, ******** for a two-night stay. On the morning of May 9, 2025the scheduled check-in dateour team was informed that ongoing maintenance at the ************ home, related to work being completed by the homeowner, was not finished as originally scheduled. This unforeseen delay made it necessary to reassign the guest to a different property to ensure safety and habitability.
  We contacted the guest immediately upon learning of the issue and offered two alternative properties: ***** and Frontier. These properties were available and could accommodate the guests group size. The guest initially selected ***** and checked in at 3:00 PM that day, an hour earlier than the standard check-in time of 4:00 PM. The difference in rate between the original booking and the reassigned home was refunded.
  After arrival at *****, the guest expressed interest in moving to Frontier. Our team accommodated this request and conducted a property readiness inspection before sending an official alteration request, which was accepted by the guest. As a courtesy, we also extended a complimentary late checkout at Frontier, which was not ultimately used.
  We understand that a change in propertyespecially during an important occasioncan be disappointing, and we worked diligently within a short window to offer solutions that would best suit the groups needs. All communications and changes were documented in the ****** messaging thread, including follow-up related to compensation inquiries.
  AvantStay acted promptly upon learning of the maintenance delay, provided alternative accommodations, adjusted pricing accordingly, and maintained open communication throughout the process. We consider this matter resolved based on the services delivered and the final accommodation provided.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/30/2025

  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.

  Property booked:*********************** (Coral)Dates:4/18/25 to 4/21/25 Faced numerous issues with the property including clogged ************* main door keypad not functioning properly , on complaining about it , avanstay totally denied our claims & said you should have complained during the stay , there is something called customer feedback & that can only happen after the trip.Instead of listening to our complains, the company has charged me $230 in incidentals without even informing at first. The incidentals they are claiming is broken glass on fan Ceiling which is on a *********** never touched it , also claiming broken blinds which is another false thing to state, they are also claiming that 3 swimming pool plastic bands are missing although we did nit use the pool at all , that is very cheap & I would like them to apologize & return the $230 for incidental . Learn to respect your customers feedback atleast !! Or is it all about just fetching money from us by any means!!

  

  Business Response

  Date: 04/30/2025

  Wed like to clarify that our local team conducted a thorough inspection of the home both before and after your stay. During the pre-arrival check, the ceiling fan glass cover and blinds were found to be in good condition. Upon your departure, the damage to these items was documented, and three pool wristbands were also found to be missing.
  We understand that you disagree with these findings, but based on the clear before-and-after documentation from our team, we do stand by the decision to assess a $230 incidental charge. This amount reflects the cost of replacing the broken and missing items and is in line with the booking agreement terms you accepted prior to your stay.
  We also noted your mention of maintenance issues such as a clogged sink and tub. Unfortunately, we did not receive any communication about these concerns during your reservation. Our team is always available during guest stays and strives to resolve reported issues as quickly as possible.
  While we regret that your experience did not meet your expectations, we believe the charges assessed were necessary and appropriate. At this time, we will not be reversing the incidentals or issuing a refund.
  Thank you again for sharing your feedback.
  
  Sincerely,
  The Avantstay Team

• Initial Complaint

  Date:03/21/2025

  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.

  We booked a house for 14 people (3 families, including 9 kids as young as 3 months) through AvantStay. They cancelled with no explanation 3 days prior to our trip. After much back and forth they decided they were not responsible to cover any additional costs we incurred.

  

  Business Response

  Date: 03/24/2025

  Hello to both the BBB and our guest,
  The name provided in this complaint does not match any registered main contact for a reservation in our system. Because of this, we are unable to verify the details of this specific case. However, we want to take this opportunity to clarify our policies regarding cancellations.
  If AvantStay, as a host, ever has to cancel a stay at a home we manage, it would only be due to circumstances that make the property unsafe for use. In such cases, the guest would be provided with alternative options, depending on where the booking was madewhether through ******* VRBO, another booking platform, or directly with AvantStay. Each platform has its own policies in place to assist guests in these situations.
  Additionally, all booking platforms, including AvantStay, offer guests the opportunity to purchase travel insurance, which would cover the cost of their stay in cases of unforeseen cancellations.
  If the guest is willing to provide more details, we would be happy to take a closer look and see how we can assist further. Please let us know how you'd like to proceed.
  Best,
  ****
  Guest Relations Team | AvantStay 

• Initial Complaint

  Date:02/19/2025

  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 rented a home in *****, ********** on February *****th from AvantStay. The company told us that in order to have a warm pool and spa we needed to request and pay an extra $690 for the use of the heater. When we arrived it was cold, and the heater was not working. It was a struggle reaching out to the company for them to correct the issue. A technician did come and fix it, but it was 30 hours after we checked in. I reached out to AvantStay to receive our money back for the time the pool and spa was not used and for our wasted time it took to figure this out while on our short vacation. AvantStay has told us that we will not be refunded. We are looking to be refunded.

  

  Business Response

  Date: 02/21/2025

  Hello and thank you so much for bringing this to our attention, for any conversation of refunds, we encourage you to reach out to our team directly. We look forward to hearing from you and being able to find resolution on this issue.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22962792
  
  I am rejecting this response because:

  this message means nothing. Are you refunding us?
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/25/2025

  Hello,
  
  Any conversation about refunds, or refunds being given need to had with the Avantstay team. Thank you for your response.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22962792
  
  I am rejecting this response because:
  
  the response is lacking any information. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/28/2025

  Hello,
  
  For any discussion about your stay or any questions you might have, we encourage you to contact the Avantstay Team. You may use the same information used when reaching out to Avantstay before and during your booking.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22962792
  
  I am rejecting this response because:
  
  I am not seeing you speak of a partial refund at all. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/03/2025

  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.

  I booked a rental property in ***** two months in advance that was fully cancelable/refundable up until 2 days before the booking. This was the main reason I booked the property because I wanted flexibility due to weather fluctuations in *****. One week before my trip, when there were no other properties available anymore, AvantStay cancelled my booking and offered to let me rebook it under a different profile for their business. We had no option but to do this because there were no other options by that time. When severe weather hit *****, I requested to cancel within the originally permitted time frame. They refused to acknowledge the original cancellation policy and still will not give me a refund. They cannot be allowed to engage in such deceptive practices

  

  Business Response

  Date: 02/04/2025

  Hi,
  We appreciate you reaching out and understand how frustrating this situation must be. We would like the opportunity to discuss your experience further and see what we can do to help.
  We take our cancellation policies seriously, and we want to ensure that every guest feels confident in their booking. We would love to connect and go over the details of your reservation.
  The Avantstay Team

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22888777
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/12/2025

  AvantStay has yet to acknowledge the deceptive practices they engaged in by canceling our stay under the original listing at the last minute so that we had no other choice but to rebook with them. I'm simply asking that they honor the original cancellation policy 

  

  Business Response

  Date: 02/12/2025

  Thank you for bringing this to our attention. We sincerely regret any confusion or frustration surrounding your reservation and cancellation experience. Guest trust and transparency are extremely important to us, and we take concerns like yours very seriously.
  We want to clarify that our cancellation policies are aligned with both ******* terms and AvantStays direct booking policies. While ******* policy may allow cancellations up until a certain timeframe, any modification or rebooking directly through AvantStay is subject to our standard policies, which may differ. We truly apologize if this was not communicated clearly at the time of the change.
  We would love the opportunity to discuss this further and see if theres anything we can do to make things right. Please feel free to reach out to our team directly, and well do our best to assist.
  
  Best regards,
   AvantStay

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22888777
  
  I am rejecting this response because: I have already specified the resolution I'm seeking is a refund. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/17/2025

  Thank you for reaching out and sharing your concerns. We understand that your experience may not have meet expectations, and we sincerely regret any frustration this may have caused. At AvantStay, we strive to provide the best possible experience for all our guests, and we appreciate the opportunity to address your concerns.
  Regarding your request for a refund, any discussions related to compensation or refunds must be handled directly with AvantStay. We encourage you to reach out to our team so we can further discuss your experience and explore any possible resolutions.
  Again, we appreciate your feedback and the time you took to share your experience. We hope to have the opportunity to welcome you back in the future and provide the exceptional stay you deserve.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22888777
  
  I am rejecting this response because: I have already tried corresponding directly with AvantStay and they simply send me canned responses that fail to address the issue.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/07/2025

  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.

  ******** company I wouldnt recommend this company to anyone

  

  Business Response

  Date: 01/08/2025

  Hello,
  
  In an effort to improve our service to you and any future guest, we welcome the chance to talk with you about any and all issues you faced. If we can isolate any customer service issues, or anyway to help the home owner to make the stay more comfortable, please reach out to our team directly. Thank you so much.
  
  We wish you nothing but the best,
  The Avantstay Team

• Initial Complaint

  Date:10/04/2024

  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 am writing in reference to our stay at an Air Bnb managed by this AvantStay. I attempted to resolve this issue with the host and spoke with Ms. ****** *****, Regional Area Manager, however I was completely dissatisfied with her resolution! She offered me a 20% discount and another 15% off a future stay. After looking into her offer actually only she refunded me $195 of a $2250 stay. She accused us of not being helpful to fix issues and damaging items as be the reason to decline our adjustment request. No Wi-Fi, resulting in no cell phone service (as we needed it because the home was in a bad service area) made the property unsafe. if you search the property the first image of it you see is of the Big Beautiful Saltwater pool which we were only able to use the pool from 3pm sat till 10am Sunday (it was a 2 day stay) when we were required to check out. The hot tub was supposedly fixed on Saturday only to stop working a few hours later. I waited to file this complaint as I reached out to the company for an acceptable resolution, but it was rejected. I filed additional complaints with ******* as well. Thank you for your consideration

  

  Business Response

  Date: 10/08/2024

  Hello,
  
  At Avantstay, we are constantly striving to enhance our service and provide the best experience for all of our guests. Our team would like to let you know that the 20% refunded is based off of the nightly rate charged by Avantstay, unfortunately we can not offer any refund from what a third party like Airbnb charges as well as any and all taxes and fees. We would welcome the opportunity to discuss your concerns further and explore any solutions together. Please know that our team is ready and available to assist you in any way we can.
  
  Best wishes,
  The Avantstay Team