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:07/19/2024

  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.

  I paid to rent a lake front home that appeared to be waterfront with kayaking, swimming, and boating available. The description said "refreshing swims, making memories at the waters edge" When I got the check in information only a few days before the trip , it said the lake was nonswimmable and only for boating. I had family coming expecting to swim from the home due to the description. I had to cancel this reservation and scramble to find a new home. They will not issue a refund at all.

  

  Business Response

  Date: 07/24/2024

  We are saddened to hear that you had to cancel your reservation and could not make the trip. We do see that you booked through another online travel agency and they were able to cancel your reservation.  We are extremely sorry if the listing was misleading in any way to you, but we have confirmed there is no misleading information on our listing.  Unfortunately, as we have said before we can not honor a full refund as we have to uphold our cancellation policy. We do hope you give us another chance to host you in the future.

   

  Best,

  AvantStay 

• Initial Complaint

  Date:07/15/2024

  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.

  Rented a property from them they put up fault pictures of the property when we got there what we expected and what we got were two different things I called and told them my issues which were bugs all in the house in the beds walls everywhere The abandoned house on property which is falling down the uncut grass and weeds around the pool the unsafe pool after getting no where with them I wrote a review and I was contacted by **** Basically to bribe me to take down my review for a refund so then can still rent the property when i refused I lost out on my refund that should show you what kinda company your dealing with

  

  Business Response

  Date: 07/16/2024

  We have spoken to this guest directly already and fully refunded this guest for their stay for the inconveniences caused at the property, which is being processed by Airbnb. Please allow 7-10 business days for this to reflect in your bank account or statement. Thank you! 

  Customer Answer

  Date: 07/17/2024

   
  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:07/12/2024

  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.

  My husband and I booked an AvantStay-managed property in ************, ** for July 3-7, 2024 through Airbnb. Our dog got sick early the morning after we arrived. Head bobbing, lethargic, urinating everywhere, nauseated. We were terrified and immediately took her to the nearest emergency vet, a 40-minute drive away. The vet said her symptoms were consistent with marijuana ingestion. We were heartbroken at having to leave her at the vet to be treated, but because we were not 100% sure what was wrong with her, we thought it would be safer to have her at the vet.We went back to the Airbnb and investigated. We found a dirty, half-smoked joint on the back patio of the property, which our dog had gotten into. Furious, we messaged AvantStay immediately with the vet bill and also contacted Airbnb (which we had booked through). We also started to notice that there were party decorations from someone who had recently been in the house.AvantStay took SEVEN FULL HOURS to respond to our messages. AvantStay didnt offer a refund, send anyone to inspect, or take any responsibility for our dogs poisoning.After I was frightened by a stray helium balloon that appeared outside our bedroom door like a ghost early in the morning on July 6, we decided we had had enough and left. After demanding a refund for the night we didnt spend in the house (total cost to us of one night was $552.22), AvantStay offered us $495. Airbnb followed up with $265 and a link to their insurance carrier for the vet bill of >$900.We want the cleaning fee and pet fee refunded. We should not have to pay for a service we didnt receive and a fee to cover damage done by our pet when our pet was severely damaged by AvantStays negligence. We also want AvantStay to pay the difference between the partial refund they gave us and the real one-night price of the house (******* = $57).I would also like to know who is responsible for the marijuana, but *** made my peace with maybe never finding out.

  

  Business Response

  Date: 07/15/2024

  We take these concerns very seriously and will ensure they are addressed at all company levels. We want you to know that we have thoroughly reviewed all the documents and your requests. Your safety is paramount to us, and we strive to ensure a smooth stay for all our guests.

  The amount of $495 was provided as a gesture of goodwill since you spent a night away from the home. This comes to 25% of the nightly subtotal excluding any taxes or fees paid to Airbnb since these are not funds we collected regarding your reservation. 
  
  As a gesture of goodwill, we have provided you with a refund of $495 for any inconvenience you may have experienced during your stay with us. We appreciate the opportunity to make things right and hope to host you again soon at another one of our gorgeous Port A. If you have any further questions, please reach out to us directly or Airbnb. Thank you again for your patience and understanding.

  Best,

  AvantStay 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21982083
  
  I am rejecting this response because:

  This is a copy-paste from your previous message through Airbnb and is not going to cut it.

  You stated, without evidence, that you are concerned about our safety and have reviewed our documents. If you had reviewed our documents, youd have seen that the rental rate was $552 before Airbnbs fees got tacked on. Where is your evidence that the rental rate for one night was $495? You cant just unilaterally say that your rental rate is less than what is posted on Airbnbs site and claim thats your gesture of goodwill. Your goodwill means nothing. Why havent you responded to my request to refund us the cleaning fee (because the house was not clean and caused my dog to get sick, forcing us to incur an $867 vet bill) and the pet fee (because in all fairness, it would have been better for us to leave our dog at home instead of bringing her to get sick at your property)?

  If you really care about us, have an actual human interaction with us. Call us on the phone. Tell us how this happened and exactly how you are going to prevent this in the future. Tell us you care that our dog got sick. And send us the refund that you rightfully owe us. Your response shows us that you absolutely do not care what happened to us and our dog.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/22/2024

  We have already adressed the consumer's complaints with Airbnb and refunded them in the amount of $495 as a gesture of goodwill as they departed the reservation early. We apologize if our previous communication seemed impersonal. We do value your feedback and would like to assure you that we took your situation very seriously. The consumer has also received compensation from Airbnb as they have written in their review. The guest's safety is our top priority, and we are committed to providing a seamless stay for all our guests. We do wish them well, but we will not be offering any further compensation to the consumer. Please reach out to Airbnb if you would like to discuss this any further, however our decision on compensation is final with the consumer. 

   

  Best,

  AvantStay 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21982083
  
  I am rejecting this response because:

  I asked for evidence, and you provided none. You have not explained the difference between the rate we paid and the refund you gave us. You have not acknowledged your promise to deliver a clean, inspected house and that the house was not clean. You did not acknowledge that my dog was sick because of your failure to properly clean and inspect the house before our arrival. Your goodwill is incomplete without acknowledgement of these things and an offer to refund the full amount we paid for a night, the cleaning fee, and the pet fee.

  I will not consider this case complete until you take these steps.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/31/2024

  We are extremely sorry for the issues you had with us during your stay. However, we have explained thoroughly via Airbnb to this consumer we will not be offering a full refund for their complaints. We have given them a refund as gesture of goodwill for their issues. Our decision is final and we do hope you will give us another chance in the future to host you. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21982083
  
  I am rejecting this response because: AvantStay incorrectly characterized my request through BBB as a "full refund," and it is clear that they have not even read my request. Although we originally asked through Airbnb messaging for a full refund, we are now asking for a very reasonable refund that is, again, not a full refund. I am asking for (1) a refund of the $57 that is the difference between what AvantStay gave us as its "gesture of goodwill" and the one night's price we actually paid, (2) a refund of the pet fee because AvantStay caused my dog to get sick ($174), and (3) a refund of the cleaning fee because the house was not clean before we arrived, causing my dog to get sick ($216). That is a total of $447, which is a far cry from the $3,041.49 we paid for the house. I am also asking for an explanation of how the price shown on Airbnb for one night at this house is $552 before any Airbnb taxes or fees, but AvantStay's so-called "one-night refund" to us was $495. I am also asking for an apology for the unclean state of the house and failure of AvantStay to follow its own policies, and an apology for causing my dog to get sick and us to incur an $867 vet ****.

  AvantStay has yet to respond to any of my requests, only stating that their gesture of goodwill should suffice and they are finished with the issue. My requests for information and good-faith refunds for their failures that caused my dog to get sick and us to be anguished are reasonable and require responses. AvantStay cannot continue to claim that I am requesting one thing, and refuse to provide that, when that is not what I am requesting.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2024

  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 paid in full $2,066.64 on Jun 9th, 2024 for an AirBnB rental hosted by AvantStay. At time of booking they advertised access to a private beach. Three days prior I received the house manual with no info about the beach access. My family also had a serious illness. I requested to cancel and they said it was non refundable. So I suggested, because of the inconvenience to us both that I would pay half and we could reschedule. They agreed but asked me to go through ABB to reschedule and then we'd work out the payment. So I did that and ******** denied the previously agreed upon plan. I requested a return of my cleaning fee since I did not check in so the house would not need to be cleaned for the next group. That was rejected. And the location shown on ABB is different than actual address- false advertising again!

  

  Business Response

  Date: 07/15/2024

  We hope you and your family are safe and healthy. Unfortunately, we do have a cancellation policy we have to abide to. We do see in our and Airbnb's records you cancelled this reservation. Unfortunately, we can not provide a refund as this is outside of our cancellation policy.  According to our cancellation policy, any changes or cancellations must be made at least 30 days prior to the check-in date.
  We do understand that someone in your group has contracted COVID-19, and we empathize with your situation. However, we do not have any written documentation from us stating we would agree to paying half of the reservation. We do wish you and your family a speedy recovery and hope you will give us another chance to host you in the future.

   

  Best,

  AvantStay 

• Initial Complaint

  Date:07/02/2024

  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.

  We had booked a 3 night stay with AvantStay in ********* for Jun 28 - Jul 1.The total stay amount was $2695 for 3 nights for the **********************During our stay, the units were all facing a busy road (hwy11 / 2nd Ave S) and it seems like the windows for all these units are very low quality and have no sound insulation. We had to endure road noise for 3 nights and most of the group was unable to sleep during our stay. We realized there were some Ear Plugs in the bathroom so it seems like this was a known issue. However none of our group feels comfortable sleeping with Ear plugs. I attempted to on my last night and they were not comfortable to sleep with.This potential noise issue was never highlighted during our booking process which included signing multiple forms and reviewing multiple forms. As a fellow Airbnb host myself I highlight that there is a railway track near my Airbnb home so that guests are aware that there could be train noises.AvantStay should have been upfront that there is road noise so that we could have selected units that were facing the inside parking lot rather than the Road. Additionally we were never provided with a Site Plan so we could see where exactly these units were or what they faced. I raised this concern to their help desk and I received an email sorry about it we will let our local team know and that was it. There was no attempt to remediate my concern except a simple sorry that sucked.

  

  Business Response

  Date: 07/05/2024

  Thank you for reaching out to us regarding your recent stay at the ********************* in *********. We sincerely apologize for the inconvenience and discomfort you experienced due to the noise from the nearby highway.
  At AvantStay, we strive to ensure all our guests have a comfortable and enjoyable experience, and we are truly sorry that we fell short in this instance. We understand how important a good night's sleep is, especially when you're away from home, we regret that the noise levels affected your stay.  Unfortunately, this is out of control and we do offer earplugs to guests who are affected by the noise. While they were intended to help, we understand that they were not a suitable solution for you and your group. We apologize for any discomfort this may have caused. While we can't offer a full refund, please reach out to us directly if you would like to discuss this further. We hope to host you again in the future. 

   

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service 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 property from Avantstay in ******** 5/20-5/23 nearly a week later the property texted me a photo of sand, pine needles and lint on the floor saying I was responsible for a $515 PET fee. We did NOT bring pets on our vacation and have photos on the car ride there with no pets in the car proving it. I should not be charged $515 for sand on the floor when we pay cleaning fees. Be aware of bringing beach sand and lint on your clothes. I will never spend money with Avantstay again.

  

  Business Response

  Date: 06/04/2024

  We are extremely sorry for the mis communication on our end and any stress or inconvenience that occurred.  After careful consideration with out leadership team we have decided to waive this charge. If you have any further questions or need any assistance please reach out to us or the travel agency where the reservation was made. Thank you for your understanding. 

• Initial Complaint

  Date:05/17/2024

  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.

  In January of 2024, I completed the purchase of a week long rental with AvantStay in ******* for the price of $3,580.40. Roughly 2 months after this purchase my family booked our vacation time off work and purchased non-refundable flights to ******* for roughly $4,500.00. In May, Avantstay emailed me informing me that the host no longer operates with them, my reservation had been cancelled by Avantstay, and they had no alternative accommodations. Now, when I search other property sites, similar properties are now roughly $1,500.00 more expensive than what I had paid. On top of this, Avantstay only refunded $3,476.02; less than my original purchase price. Avantstay has offered no additional compensation and has not returned my email in regards to not even receiving my refund in full. I am now out $4,500.00 in flight costs, or if I manage to find another property and keep the flights, I will need to pay an additional $1,500.00, not including the remaining portion of my refund that was not provided. This has to be illegal. This is fraud.

  

  Business Response

  Date: 05/17/2024

  Unfortunately, this home is no longer in our inventory and was out of our control. We sincerely apologize for the experience you had with us.

  Upon further review of the amount disputed we noticed that the remaining $****** was not refunded to you, which was the credit card fee and our deeply sorry about this. We have gone ahead and adjusted this and the remaining amount of ****** will be refunded to you in 5-7 business days. This will bring your total refund to the total cost of the booking now. 

  In addition, we did offer an additional discount of 5% for a future booking for this inconvenience. However, we will not be able to cover any additional costs aside from this. 

  If there is anything else we may be able to assist you with please let us know. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21709903
  
  I am rejecting this response because:
  Your company should be take more responsibility for the costs I am bearing through no fault of my own. My options now are to cancel $4500 in flights or pay and additional $1500 for suitable accommodations.  AvantStay is solely responsible for the cancellation of my stay and offered no alternative accommodations.  A 5% discount is an insult. 
  Sincerely,
  
  Ken 

  

  Business Response

  Date: 05/21/2024

  Unfortunately, we can not refund any further as we have fully refunded you the total amount paid. If you have trip insurance, I would suggest reaching out to them as we can not refund on your additional costs.  We are extremely saddened to hear about your experience but this will be our final decision on this case. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21709903
  
  I am rejecting this response because: simply because I am not satisfied with Avantstays customer service. It appears there is nothing further they will do to rectify the issue. Hopefully this is posted for others to be aware of.

  
  
  Sincerely,
  
  ***

• Initial Complaint

  Date:05/10/2024

  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.

  AvantStay has been renting our house in ********** over the last 5 years. We have been generally satisfied with AvantStay. Their blemish has been with communication and their accounting *** is the last month with them as our long term tenants. As per our lease agreement, AvantStay is required to pay the last month of rent and the security deposit can not be used towards it.Avantstay has unilaterally decided to violate the lease agreement by not paying us **** rent equal to the security deposit. In AvantStays wisdom, they feel they are within their rights to breach our lease agreement because breaching the contract protects them.Ironically, they are telling me to trust them that they are good for any repairs while intentionally breaching a legal document.This is an important ****** for homeowners and guests alike that Avantstay doesn't think it's their responsibility to live up to legal contracts.

  

  Business Response

  Date: 05/15/2024

  We are currently in an ongoing dispute with this homeowner regarding his plans for the property and whether he intends to renew under a new property management agreement. Despite our efforts, the homeowner has been unresponsive in communicating his decision. We have assured him that if he chooses not to renew with AvantStay, we will ensure his home will be given back to him in the same condition it was received. All repairs and maintenance for which we are responsible will be completed and handled professionally.

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21692472
  
  I am rejecting this response because:

  In Short
  What we need for Avantstay is to make *** 2024s rental payment as stated in the rental agreement.

  
  Here is my detailed response
  

  Avantstay is wrong on multiple levels.
  1. I have called the individual at Avantstay  responsible for this and he has chosen not to return my call. I have sent them multiple emails about this topic.
  2. The decision to change to another arrangement has no bearing on the terms of my current agreement with them. How Avantstay is confounding the two, is just beyond reason.
  3. I have explicitly told them that I'm not going to make a decision on whether I want to continue with Avantstay or not till they make the rental payment for *** 2024. 
  3. If Avantstay unilaterally decides to violate a legal agreement, it goes against them. Why would I trust a new agreement with them when they have no inhibition in violating the existing agreement?
  4. It's interesting that Avantstay choses to call what - should solely be my decision( the decision to continue with Avantstay on revenue sharing model or not ) as a DISPUTE. The choice of wording to mislead whoever sees this thread is disingenuous and again that has no relationship to them violating the lease.
  5. Finally can Avantstay point me to any clause in our rental agreement which gives them the right to hold back **** rent.

  
  For the sake of argument, let's use Avantstays argument that they are not paying because I have not told them about my decision. I will use this forum to inform them that I wont continue with AvantStay. Now that Avantstays knows this, make me **** rental payment.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/23/2024

  Can you please show proof to AvantStay of the damages that would entitle you to the Security deposit? 

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21692472
  
  I am rejecting this response because:

  The Business is obviously delaying to run out the lease. Did this person even bother reading the complaint to begin with.

  Damages are assessed at the end of the lease. That is what the security deposit is used for while you decided to use the security deposit to cover ***** rent. As a landlord I have no security deposit to lean on to cover damages etc.

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/31/2024

  We are not delaying, we are very sorry that the consumer has that impression. We are just simply just responding to the complaint. As mentioned previously, the homeowner had been unresponsive in communicating his decision whether he intended to renew under a new property management company, which the consumer has every right to do so. Again, we assure that if he chooses to not renew with AvantStay, we will ensure his home will be given back to him in the same condition it was received. All repairs and maintenance for which AvantStay is responsible for will be completed and handled professionally. If there are damages, the consumer can kindly send us a list of itemized damages. Avantstay kindly asks the consumer to provide a list of the damages. Please feel free to send a list to your point of contact within our company and they will address them accordingly. We hope you consider staying with us or come back to us in the future.
  
  Sincerely,
  AvantStay 
  
  

• Initial Complaint

  Date:04/29/2024

  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.

  Reservation details Extended during Covid and was assured it would extend on each phone call / text and conversation until Sept 2024 but now stating expired. **************** by AvantStay Oct ***** Total cost $5,121.60 5/14/2021 Paid $2655.10 Receipt ID: ********** May 14, 2021 8/31/2021 Cancelled reservation due to COVID restrictions during daughters wedding Requested refund, denied refund, offered credit in lieu of refund, offer valid 1 year, no date given -email from **** 9/2/21 Email stating credit of $4596.29 was applied to my account, again valid form 1 year -email from ******* 1/26/22 Requested refund again due to COVID travel restrictions, refund denied, offered 2 year extension, again no date given -Email from Merlin 7/2/2023 I emailed Airbnb asking for expiration and credit info -Response. From Grand Welcome saying they didnt have record of my credit and to reach out to Avantstay I stated I would call tomorrow 7/3/2023 ? (Phone record does not go that far back, would have to call ******* for exact date)Called ************ to discuss expiration and credit, spoke with a woman that confirmed Sept 2024 was my expiration.Called again on 3/27/2024 to confirm ***** stated my credit expired Jan 2024, asked for management to research Received test form ******, a Guest Experience Manager, confirming they were not going to honour my credit since it expired in Jan 2024, continued asked for clarification with no success

  

  Business Response

  Date: 05/01/2024

  Hi ******,
  

  We are sincerely sorry to hear about your situation and do empathize with your concerns. We understand where some of the confusion may have came from as the initial credits were issued in September *************************************** Jan 2022. Unfortunately, we will not be able to further extend the expired credits on your account. 
  On Jan 26, 2022, we sent an email with the confirmation that the credits would be valid for 2 years from that day. This was an exception to our traditional 1-year expiration date for our credits. 
  When the credits were added to your account on Jul 13, 2023, on the call, there was an automated email that was sent that detailed the expiration date of Jan 26, 2024. 
  For these reasons, we would not be able to reapply these credits as they expired some time ago. Please feel free to reach out to us directly if you need further assistance. 
  
  Best,
  AvantStay 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21629614
  
  I am rejecting this response because:

  I spoke with someone on 7/3/2023 Called ************ to discuss expiration and credit, spoke with a woman that confirmed Sept 2024 was my expiration. 

   

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/03/2024

  Hi ******,

  Upon checking our records,we do not have any phone record taking place with AvantStay on 7/3/2023 in regards to your credits being valid until September 2024. Unfortunately, we have to stand by our original decision we detailed in our original response to you. If you need additional assistance feel free to reach back out to us directly. 

  Best,

  AvantStay 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21629614
  
  I am rejecting this response because:

  I have proof of a conversation - can I forward it? 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/17/2024

  Hi ******,

  Absolutely! Looking forward to hearing from you. If you would like to reach out to us directly, we always would be willing to discuss with you further as well. 

   

  Best,

  AvantStay 

• Initial Complaint

  Date:04/22/2024

  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.

  On 4/13 at 10:00 I stated the process of booking a house called, The Daybreak for August 17 - 24. During the process, I was at the point to verify my identity. I uploaded my driver license, and then I was asked to allow access to my electronic. I called right away and spoke with a customer service agent, I informed her that I would not allow anyone access to my electronic. I told her, I would not permit access to my camera that means forfeiting my privacy to this company. IF this is a requirement, cancel this booking and do not charge my credit card. **************** representative told me that she had to reach out to the team to get approval for sending in a selfie or cancellation, and she would get back to me. On Monday I called again went through the story again, the representative told me he sees that I called in, and was not sure why there was not answer from the team. He said that he would reach out to the team and call me back. On Tuesday I called back again, spoke with someone else, they told me to hold on the line, they would reach out to the team for an answer. She came back on the line, and said that they would not be moving forward with my reservation, and she would be issuing me a credit. The credit was short ******. I called back, and I was told, she needed again to speak with the team and she would get back to me. Of course, I did not hear back from them, so I called Wednesday and sent an email. They did reapply back to the email. It stated, To clarify further, I've attached a screenshot of the relevant section of the Guest Agreement for your reference. However, it is important to note that any applicable refund will be processed automatically and if the cancellation made more than 24 hours upon booking, the booking fee is non-refundable, in accordance with our standard cancellation policy. That said, unfortunately, we are unable to make exceptions to this policy at this time as we are abiding by the standard cancellation policy which we strictly adhere to in order to ensure fairness and consistency for all our guests. I reply back that I called and cancel well within the 24 hour window to be exact 8 minutes. But my request was not process until 4 days later after I called 3 more times for the credit. I sent 3 more emails with documentation of phone call log from ******** A screen shot that showed that I never completed the steps to finalize my booking; their booking site stated if you do not finish the booking steps the conformation is not finalize or confirmed. I have called, emailed and this company refuses to answer my calls, or answers my last 4 emails. Bottom line, I requested a cancellation within your company policy. You record all phone calls, so you can hear me request a refund. I should not have to pay for your incompetent of not issuing my credit, per my request . Please reify this and credit $******. This by far was the absolute worst customer service experience, I have ever had. The response time kept me waiting endlessly, You left me feeling nothing but frustrated and unheard. Your resolution was, I dont want your business, and I am going to keep some of your your money, because I dont care about you. ****!

  

  Business Response

  Date: 04/24/2024

  Good Afternoon Corben, 

  We want to start by expressing our sincere apologies for the incredibly frustrating experience you've had with AvantStay. It's disheartening to hear about the difficulties you encountered while trying to book and subsequently cancel your reservation for The Daybreak property. I understand how important privacy and security are, and I regret that our verification process caused you such concern and inconvenience.
  I want to assure you that this is not reflective of the level of service we strive to provide, and we are deeply sorry for the frustration and inconvenience it has caused you.
  We have personally reviewed the details of your case, including your phone call logs and the documentation you provided.

  We have taken immediate action to ensure that your refund of $195.79 is processed without further delay. Additionally, we will be conducting a thorough investigation into the breakdowns in our customer service processes to prevent similar issues from occurring in the future.
  Your feedback is invaluable to us, and we want to thank you for bringing this matter to our attention. We hope that we can regain your trust and have the opportunity to provide you with the exceptional service that you deserve in the future. Please allow 5-7 business days for this to be reflected in your bank account or statement. You may locate and trace the additional refund with your bank by using this ARN number 24000774115000000428120
  

  If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out to us directly.

  Best,

  AvantStay