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:02/22/2024

  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.

  October 25, 2023, avant stay took over & purchased ********************** vacation homes that is located in sereville tn. Upon those homes were my vacation house i rented for 7/9 - 7/16 2024 to which already was paid 50% down on 7/15/23. We had not only early check in at 1pm but also a total pet charge of $150. Upon take over avant was told that i chose a house i didnt & the dates were wrong. They tried to correct it by putting us somewhere that i had to settle for and we didnt like. That was on 10/31/23. They worked with pricing but it still has been nothing but a hassle. Here today 2/18/24 we get another email that we are being outted of another house i paid $2000.00 down for & my reservation is being cancelled for the 2nd time. It took over 3 weeks to get my money back the 1st *********** we are again. I have a disabled dad that is a medically retired firefighter that i take on vacation every year. This is now the 5th month i am dealing with being cancelled & being told i apologize. There are no more apologies that are needed. I have called & talked with them again, but it seems they do not want to make it right, all i want is to be placed into another home & have my original pricing to be honored as i have already put $2000.00 down. My total price had to go up because of this issue as well so i accepted that the 1st go round, this time i am not accepting another upcharge in the rental. The total cost shall be the $4675.00 & the original down payment of $2000.00 was already paid on 11/8/23 once i finally received my refund from them on the 1st house. We are less than 150 days away from vacation where all of my people have already been told what to pay & time approved off of work. This is the 2nd time now i have to go back to them & tell them we have been cancelled again on our reservation. The 2nd cancel, the 2nd set of charges, the 2nd set of upcharges, the 2nd set of emotional & mental exhaustion, the 2nd set of having to worry about if i am going to get to have this finalized before we leave our state. That is the other portion is that i do not even live in tn. We live 7 hours away in indiana that we are visiting tn. This has been mentally exhausting & no one seems to care. I am a paying customer like anyone else. I have been dealing with this for since i booked in july 2023 and have outted $4000.00 from MY pockets. The originating person ****** who I worked with at avant tried to make this right the best she could but I still was not happy. I called to speak with her 2/18/241 right as I received the email from *********** supposedly no longer works there. ****** was the only one who seemed to try to help & care what I have been dealing with / going through,

  

  Business Response

  Date: 02/22/2024

  Thank you for reaching out!

  While it is certainly unfortunate, rental homes are often sold or change property managers. There are many positives to renting a home for a vacation, but unfortunately, this is one of the downsides. It is regrettable that you've experienced this twice with two different property managers as cases like this are not typically that common, so we can certainly understand why this is frustrating. We have made every effort to keep your reservation, but unfortunately, we do not have any other homes that can accommodate your group. Apologies that there isn't anything further we are able to do in this instance. We do mention our process for such scenarios in the rental contract you agreed to. We gave added this section to our rental agreement to ensure that we are being transparent with all our guests. We've included the relevant section below:

  "Cancellation By AvantStay. If for any reason the Accommodation you booked is unavailable, including, but not limited to, issues related to safety, utilities, maintenance, guest overstays, inaccessibility, accidental double booking on multiple platforms, Property ownership changes, permitting, licensing, or regulatory changes, or other reasons, AvantStay may substitute a comparable unit or allow Guest to cancel and receive a full refund, or, if no comparable unit is available, AvantStay may cancel the reservation and provide a full refund of all payments made by you."

  Please let us know if you have any further questions or concerns.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21311721
  
  I am rejecting this response because: there were plenty of other homes that were withing my group & the pricing range for Avant to help with. While you are saying that this is unfortunate to happen to me for a second time, you made no efforts to try to help me as a customer paying your company. while you are saying there is nothing to accommodate me to and the property sold, I find it funny that the house i did have is still listed on MULTIPLE websites to stay in by AVANT STAY for others to book. while you are apologizing, that means nothing to me as our trip has been ruined by you. the fact that you said it is no longer on your portfolio but yet there it is to book. No one wanted to help me and at this point im glad im no longer going to be with your company. BE AWARE AND DO NOT BOOK WITH AVANT STAY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  

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

  

  Business Response

  Date: 02/27/2024

  We stand by the statements made in our previous responses. AvantStay has acted in good faith. We will continue our efforts to provide all guests with the best experiences possible.

• Initial Complaint

  Date:01/16/2024

  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.

  DO NOT BOOK THROUGH AvantStay. Scammy horrible company to work with. There are so many better competitors out there that actually value their customer experience. This company does not. This particular complaint starts with a poor user interface. This January I received a coupon to book through their site. Naturally, I went for the coupon and entered the dates that I wanted to book our reservation. These days, we've all been prone to scrolling (maybe even doom scrolling). While I had carefully selected my days, if you keep scrolling down through the listings, the app shows all locations and has a small line with different dates in small copy. I did not notice this and clicked on a listing with different available dates assuming that I'd put in my dates and all was well. I went through the check out process which TBH was painful, something is wrong with their functionality and I literally clicked on the submit payment button for 30 minutes even passing it to my husband to try. Eventually I got it and once I'd submitted, saw that the dates were now different. AvantStay's policies are extremely strict. You basically have 24 hours to make a change and it's based on their stipulations. So I immediately reached out thinking, this was a poor user experience, they'll do something to help me. Nope. You're stuck and that's that. I've blocked their payment because I'm well in my right to be upset. Who knows what will happen at this point. They really don't care about the customer who's booking at all. I for one will never book through them again and hope that whomever reads this proceeds with caution or books with a tried and true such as Airbnb or VRBO.

  

  Business Response

  Date: 01/17/2024

  Hi *******,
  
  Thank you for reaching out!
  
  We wish to bring to your attention that user sessions are recorded. The user session from January 8th indicates that the dates from Jan 26th to Jan 28th were entered into the search. Notably, Horizon, the accommodation ultimately booked, did not appear in these initial search results. Subsequently, you navigated to the "Almost perfect matches" section, where you selected a listing for Horizon explicitly displaying "Sun, Jan 28th to Tues, Jan 30th." Contrary to your suggestion, the dates did not undergo an unexpected change during the payment process. It's important to clarify that, upon choosing the Horizon listing with the specified dates, Sun, Jan 28th to Tues, Jan 30th, these dates remained prominently displayed throughout the entire checkout process. In light of this being a user error, we will have to abide by this cancellation policy.
  
  Additionally, we would like to highlight that our standard cancellation policy is generally flexible. However, the terms associated with the coupon code used for your booking are distinct, rendering the reservation non-refundable. These terms and conditions are clearly presented on our website. Guests are expected to exercise care during the booking process.
  
  We place immense value on our guests and prioritize delivering exceptional user experiences. Following a thorough investigation, we can confirm that there is no identified product or user interface issue at hand. Nevertheless, we remain open to constructive criticism and welcome all forms of feedback. We extend an invitation to you to give us another opportunity to showcase our commitment to your satisfaction and demonstrate how much we truly value you as a guest. We hope to have the pleasure of hosting you and creating a memorable experience that reflects our dedication to providing the highest standards of service.
  
  Kind Regards,
  AvantStay

• Initial Complaint

  Date:01/11/2024

  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.

  We booked a home in *********, ** through Marriot Homes and Villas. I'm a Gold Elite member with them. Our check in was on 12/30. Immediately upon arrival we noticed the unit was not clean, bath tubs were dirty, shower curtains were dirty, towels had holes and were dirty, water pressure was extremely low, and there was no heat in the basement where the kids were staying. In the morning of 12/31, the kids and our nani tell us that there were mice/rats in the room when they woke up. That was the last straw. We were willing to overlook some of the other issues with the home but not the mice/rats. We immediately started looking for a hotel or alternate home. We asked them if they could place us in a different home and they said they had no homes available. So we booked another home and left. We email AvantStay and they tell us they're going to make it right and then send us an email saying they had a pest control company go out and they said there was no signs of mice/rats. No way?! You mean the rats left when 3 kids and a Nani yelled at the top of their lungs? Luckily, we could afford to book another home and leave. Imagine having to stay in that dirty and infested home. I have videos and pictures of the issues with the home but seems like they're too large to attach through here.

  

  Business Response

  Date: 01/12/2024

  Hi *********,

  We are sincerely sorry for the experience you had with ** with as your hosts and want to again apologize for any inconveniences that occurred during your stay with us. This is not a typical AvantStay experience and we do not want you or any of our future guests to have a negative experience with us.  We are happy we were able to assist you in finding a resolution. Please allow a few more days for the $3,378.32 refund to be reflected in your bank account if it has not been already. We hope you will give us another chance in the future to host you. Please reach out to us directly should you have any more questions or concerns.

   

  Best,

  AvantStay 

• Initial Complaint

  Date:01/10/2024

  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.

  1/1/2024 I booked a stay and within 10 minutes of booking needed to cancel. While I understand their policy the practice is predatory especially when a consumer calls you almost immediately to mitigate the issue. They are making sure that they do not have to supply refunds even if you can no longer use, their stay or rental with short notice. I gave them ****************************************************** to make sure I could get my money back for a stay I can no longer use, they offered no refund, no credit, and no apology for their sub-par business practices,

  

  Business Response

  Date: 01/12/2024

  Hi there, ******!
  
  Thank you for reaching out to us, and I appreciate the opportunity to address your concerns.
  
  Upon reviewing your request for a full refund, we would like to reiterate that, at the time of booking, you acknowledged and agreed to our cancellation policy outlined in your rental agreement. Additionally, we received your email from you confirming your understanding that no refund would be available once the booking was made. We strive to maintain fairness to all our guests by adhering to these policies consistently. As such, we will not be able to accommodate a full refund at this time. Our support team was kind and courteous in both interactions with you they had with you.
  
  It's also important to note that the Better Business Bureau does not handle complaints of this nature, and therefore, they cannot facilitate a refund. AvantStay has acted in good faith, providing you with all necessary information in advance of your stay, and this does not constitute marketplace misconduct. In order to explore alternative avenues for reimbursement, we encourage you to file a claim through ******************** partner, Allianz Global Assistance. You opted for this add-on when making your reservation, and they may be able to provide further assistance. You can reach them at the following link: [****************************************************] or by phone at **************.
  
  Thank you for your understanding.
  
  Best regards,
  AvantStay

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21081213
  
  I am rejecting this response because while I understand, Avant stays predatory 21 day cancellation policy. It is unreasonable to hold individuals to that policy that have to make last-minute accommodations. Individuals who make last-minute accommodations that they are unable to keep our unable to abide by that policy, therefore, making it a bad business practice. The practice of not allowing last-minute bookings to make cancellations with a full or partial refund, is a dishonest and predatory practice. I was coming into town for an interview. Unaware, that the company I was interviewing with was making accommodations on my behalf until after I made the booking. Within 10 minutes, I notified the company that I no longer needed the booking. By my quick response, after finding out my hotel stay was being taken care of, I gave ample notice and they could have had the space rebooked. In traditional hospitality if you give 24 hours notice, there is usually no penalty, at best you forfeit the cost of one night stay for short notice cancellation. At minimum AvantStay should should have to keep up with the industry standard. AvantStay is also aware that their travel insurance partner does not cover this type of issue. On their part, that was very flippant suggestion. If theyre aware of my conversations with their employees, then they know that this is not an issue that the insurance covers as I have already reached out to the insurance company and back out to AvantStay. The staff from AvantStay that I spoke with was very kind and I appreciate their help. I have no issue with the individual who tried to help me. I honestly feel bad for them as I am sure this is a reoccurring issue they are sadly forced to deal with. As this was my first time ever booking, and was not in control of the situation of a room being booked for me by someone else, it would be have been in keeping with industry standards for AvantStay to have allowed me to cancel as a one time courtesy.  As we all know, things happen outside of our control, especially with last-minute bookings. There has to be some type of give in circumstances that are beyond our control. 
  

  If AvantStay would like to be compensated at maximum, they should take the cost of one night stay and refund me for the rest of the stay cost. I would happily walk away if we could resolve this issue in this manner. 

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

  

  Business Response

  Date: 01/17/2024

  We stand by the statements made in our initial response. AvantStay has acted in good faith, and our policies are prominently featured on our website. It is the responsibility of each guest to determine if these policies align with their preferences. We value all feedback and regret that we couldn't provide further assistance to **************. However, we must adhere to our cancellation policy to ensure fairness to all our guests. We would still love to be able to host her in the future.

• Initial Complaint

  Date:12/19/2023

  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.

  We booked a home in Tahoe on Air BnB, managed by AvantStay. We booked on behalf of two families, including 9 kids and for a 7 year old birthday; we found a great 8 bed home that could accommodate us. We also had committed to non refundable ski costs/school. 2 weeks before our trip AvantStay canceled our reservations, citing sync issues between the homes owners' portal and the Air BnB reservation system. When I spoke to AvantStay on a recorded line they acknowledged that the issue stemmed from their own booking system. The Owners had it 'blocked off', and that it didn't 'sync' with Air BnB's system. However, when we booked several months ago, ***** reached out to us to ask us if we wanted an additional night at reduced fee. Which we accepted. If it was truly blocked off by the Owners, why would they offer us additional nights, several weeks ago? They basically left us to fend for ourselves to find new lodging with Air BnB. Being 2 weeks out, there are no comparable properties that can house 9 people as comfortably and rates have since sky rocketed the closer we get to our New Years week dates. So, we have no 8 bed options at comparable rates. Air BnB wont fully cover the difference for us on a different booking. Since Avant's portal system is what caused the problem, as acknowledged by them, they too should be responsible for remedies and cover whatever Air BnB wont. I am sure what really happened was that someone booked the home on the same dates (over New Years) through Avant's own mgt site, willing to pay a higher rate, and saving them the Air BnB fees. And so the took the money and kicked us out, leaving us in a lurch with only 2 weeks and commitments to other non refundable ski expenses. I have seen the 'sync' issue complained about by other users and can tell you its complete bull. This is a very disingenuous company that isn't looking out for the consumers. It is entirely fraudulent and really should be looked at more deeply by legal authority.

  

  Business Response

  Date: 12/20/2023

  Hi ****,

  Thank you for reaching out. To securely exchange confidential information, we intend to directly contact the primary reservation holder for this booking to discuss potential solutions. Please be assured that we are dedicated to resolving this matter, as guest satisfaction is always our top priority. We appreciate your understanding and patience.
  
  Best,
  AvantStay

  Customer Answer

  Date: 12/29/2023

   
  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:12/08/2023

  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.

  My immediate and extended family stayed at a vacation rental in two neighboring units for five nights from Nov 21-26th.The hot water inside the units was compromised in one unit for the first two nights, and the entirety in the other. We requested a refund for all of the compromised nights, and thus far the company has only offered one night refunded.Before our arrival, we were asked if we would agree to an additional charge for heated pool water. We agreed. Subsequently, we were informed that the pool heaters were non-functional after a technician was sent to check them before our arrival. This in retrospect, was an early warning: it appears that the company may have been aware of the dysfunctional hot water system at the house when they checked the pool water heat, and failed to inform us or take necessary action before our arrival.Upon our arrival on November 21st, we quickly discovered that the hot water was completely non-functional in both units. We immediately reported this to the customer service team. The response was slow and inadequate, with a handyperson (and not a licensed plumber) sent the next day. The handyperson reported the issue was fixed, but in fact it was not improved at all. The company sent him back, but he left the job site and the water heater left disassembled. On the second day (Nov 23), they finally send a licensed plumber out. The plumber was able to repair one of the water heaters, but not the other. Our initial request for a refund to the company was met with an offer for "free late checkout". In escalating the issue internally with their support team, the company increased the refund to one night's stay. This is far less from what is justified given the gross negligence, poor operations, and compromised experience delivered.

  

  Business Response

  Date: 12/08/2023

  Hi *****,
  
  Thank you for reaching out to us regarding the issue you experienced during your stay. We sincerely apologize for any inconvenience caused by the hot water situation. We understand the importance of a comfortable and functional living space, and we regret any disruption to your stay.
  
  After careful consideration, we offered you a partial refund of the nightly rate as a gesture of goodwill. We recognize that this may not fully meet your expectations, but we believe it is a fair and reasonable compensation given the circumstances. We want to assure you that we take all guest concerns seriously, and we strive to address any maintenance emergencies promptly. However, it's important to note that unforeseen issues can arise in any home. As such, we will not be refunding you further at this time. We appreciate your understanding in this matter.
  
  Once again, we apologize for any inconvenience you experienced.
  
  Best,
  AvantStay

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20934657
  
  I am rejecting this response because:

  The offer of one night refunded is unjust and unacceptable. 

  If Avantstay wishes to be considered a reputable hospitality establishment, they need to refund 50% of the stay to account for this level of gross operational negligence and impact to our stay.

  
  Sincerely,
  
  Arjun Banker

  

  Business Response

  Date: 12/14/2023

  We stand by the statements made in our initial response. AvantStay has acted in good faith. We will continue our efforts to provide all guests with the best experiences possible.

• Initial Complaint

  Date:12/08/2023

  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.

  December *****th. Paid $4599. Accidently canceled stay when meant to change dates to March *****th. Reached out to AvantStay right away. Was told there is nothing they can do. Needed to change dates due having Spinal fusion surgery on lower back and not cleared to travel. Avant Stay said there is nothing that can be done and only refunded $1629.88. Stay away from Avant Stay, **************** that doesnt value clients

  

  Business Response

  Date: 12/12/2023

  Hi ***,
  
  We sincerely apologize for any inconvenience you've experienced. We understand the challenges you're facing and empathize with your situation. Unfortunately, as your reservation was made through VRBO, we do not have the ability to reinstate the reservation on our end. Additionally, we must adhere to our cancellation policy to maintain fairness and consistency for all guests seeking refunds. Our cancellation policy is prominently featured on our listing at the time of booking and is also outlined in the guest agreement, which you signed on 09/23/2023. 

  Again, we apologize for any frustration this may have caused. Wishing you a swift recovery from your surgery.

  Best,
  AvantStay

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20931883
  
  I am rejecting this response because: Decision is made by Avant Stay not VRBO.  VRBO will confirm decision was made by AVANT STAY
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/14/2023

  We did not state in our initial response that VRBO made any decisions regarding this reservation.

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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 reserved a vacation rental on vrbo that is managed by avantstay. I contacted them and they replied that the quoted rate was correct. I booked the property and was charged the first payment as well as service fees through vrbo. Avantstay contacted me to upload my ID and confirm reservation which I did. Then the next day was contacted that they could not fulfill the quoted rate and had no other similar properties. All of the payments are pending so now I have to contact avantstay, vrbo and a 3rd party insurance agency to be rebated. The company posted misleading information.

  

  Business Response

  Date: 11/22/2023

  Hi there, ****!

  We want to sincerely apologize for the inconvenience and frustration you've experienced with your reservation. Our team has thoroughly investigated the matter. This appears to be an isolated incident, resulting from a synchronization error between VRBO and our internal reservation system, leading to a discrepancy in the quoted rate for the property you booked. We have reported the synchronization error to VRBO, and they have corrected it on their end to prevent similar issues in the future.

  Unfortunately, due to contractual obligations with the property owner, we are unable to honor the mistakenly low nightly rates that were initially quoted.  The property in question is a six-bedroom, four-bathroom estate in a luxury neighborhood in *****, and the correct pricing should be $2,000 per night. The rate you booked at was $20 per night. We hope you can understand that accommodating a rate that deviates so significantly from the property's value is not feasible for us. Unfortunately, even though we would have loved to host you, we did not have any comparable homes in our inventory for your booked dates.

  We want to highlight that we discovered the pricing discrepancy promptly, with your reservation being booked on November 11, 2023, and our team identifying the issue on November 13th, 2023. Upon discovery, we immediately assisted with the cancellation process. Given that your scheduled dates were in July of ****, we are relieved that we identified the issue swiftly, allowing you ample time to explore alternative accommodations with another property management company. The reservation has been fully refunded on our end and any additional pending payments with VRBO need to be corrected by their support team.

  Once again, we apologize for any distress this situation has caused, and we appreciate your understanding.

  Sincerely,

  AvantStay

• Initial Complaint

  Date:11/17/2023

  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.

  AvantStay has been managing a neighboring property to mine for the past year, during which time we have suffered constant harassment from renters with absolutely zero accountability from AvantStay. Renters consistently violate our local noise ordinances with late night parties, despite AvantStays assurances that their noise detection devices prevent this type of behavior.Renters block neighboring driveways or park on private property because AvantStay fails to provide renters with information on property boundaries.Ive had renters traipsing through my front yard with their families, renters dumping garbage on my private property, and renters driving extremely recklessly across the small private drive that connects the few properties on my street. My neighbor had drunken party goers vomit in his driveway when getting dropped off to walk back up the hill to the venue at 2AM.Almost every week this summer I have contacted AvantStay customer support with complaints; typically late at night or early in the morning, when Im regularly being awoken by noisy, careless renters with no concern for their neighbors. AvantStay takes action in the moment, but does ABSOLUTELY NOTHING to prevent these issues from occurring with each new set of renters, instead leaving the onus on the neighboring property owners to call and report each violation at the time it occurs. Id like to see ******************** put a plan in place to limit the negative impact of this property to the neighbors on ******* Rd Ext. Stop falsely advertising the property as being extremely secluded, which only encourages renters to be noisy, and ask renters to access the property via an alternate route when large volumes of drunk event goers are going to be exiting and entering the venue late at night. Explain to the renters in something more than a rental agreement, (which is likely not read) that they have close neighbors that need to be respected.

  

  Business Response

  Date: 11/17/2023

  Hi there, *******!

  We hope this message finds you well. We would like to extend our sincere apologies for any disturbances caused by guests. We deeply regret any inconvenience or frustration this may have caused you and your household. Since receiving your complaint on November 8th, we have been actively engaged in discussions to address the concerns you raised. Our primary goal is to be good neighbors and maintain a harmonious relationship with the community. We recognize the importance of proactively preventing such situations in the future, understanding the potential stress and frustration it can cause over time.

  To rectify the issues and prevent reoccurrence, we are collaborating with our homeowner to implement more proactive measures. We are working on creating more explicit instructions for parking to avoid any confusion and inconvenience to our neighbors. We are establishing clear guidelines for guest behavior, ensuring that they understand and adhere to the standards we expect. We are in the process of making our property listings more accurate, providing precise information about the location and its proximity to neighbors. We appreciate your patience as we work towards finding the appropriate language for these improvements and updating all our listings and advertisements accordingly.

  We also understand the importance of maintaining an open dialogue with our neighbors. Should you have any pressing matters or concerns, please feel free to reach out to our local area managers. Here is their contact info.

  ***** : **************

  ***** : **************

  Our decision to manage properties in your beautiful neighborhood stems from our desire to share the beauty of ********, **, and support the local tourism industry and small businesses. However, we acknowledge that this should not come at the expense of your comfort and peace of mind. We sincerely apologize for any disruption caused and commit to ongoing efforts to enhance the experience for both our guests and the local community. Thank you for your understanding, and we look forward to continued positive relations with you and all our neighbors.

  Best Regards,

  AvantStay

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20846616
  
  I am rejecting this response because:

  Since receiving this response, we have continued to experience the same issues with renters at this property, indicating the company is doing nothing to prevent these continuing issues,  Just last weekend, we had issues with renters on Friday night.  I proactively called AvantStay customer service on Saturday morning, asking that they reach out the **************** for the weekend and make them aware of property lines and noise restrictions within our town.  They assured me we wouldn't experience any additional issues, yet on Saturday night we had commercial busses using my private property to unload dozens of passengers in multiple trips between 12:00AM and 3:45AM.  These passengers were extremely loud, obviously coming from some event.  They appeared intoxicated and were shouting and signing directly in front of neighboring homes. As a result, I had to call the police to come to the property to resolve the trespassing issues from the busses.

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

  

  Business Response

  Date: 12/20/2023

  Hi *******,
  
  As you informed us, there used to be a fence on the property, but it was taken down at the fire department's request to ensure emergency and maintenance access. This removal has created confusion for passersby in determining the property line. As mentioned in our initial response, we encourage you to connect with our local contacts for assistance. While our dedicated customer experience team is available, reaching out to AvantStay team members in your locality is the most efficient way to swiftly address your concerns. They also intend to update you on our initiatives to enhance the experiences of our neighbors in the area.
  
  We stand by the statements made in our initial response. We have and are making a good-faith effort to resolve recurring concerns; however, we ask that you reach out to the appropriate contacts to assist in facilitating this process and create a mutually beneficial relationship.
  
  Best,
  AvantStay

• Initial Complaint

  Date:10/31/2023

  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.

  We are a group of 8 senior citizens who stayed at the Chapel Carriage house suite B by AvantStay, October **** 2023. This property is advertised as sparkling clean and all areas of the house are properly cleaned and sanitized. In addition they state the homes are safe, have high-speed wi-fi and has an outdoor dining area and fire pit. None of these advertised claims are true. They also stated there was a hot tub, which was one of the reasons we booked, but there was a sign on it when we arrived saying it was out of order, and we were not informed ahead of time. First the cleanliness: The kitchen, bathrooms and linens were clean, but the furniture, rugs and floor definitely were not. There was no broom or mop to allow us to clean the floor. The inside of oven wasnt clean and set off the smoke alarm when we preheated the oven. The state of the property: The rugs in the bedrooms and living room were curled up and a serious trip hazard. We duct taped them down to prevent an accident. The toilet in one bathroom was loose and rocking and the toilet seat was loose. The bathroom cabinet door wouldnt close and the k*** was broken. The table was so wobbly we were afraid to use it. The hallway lights were out. The kitchen faucet was very loose. The Wi-Fi was spotty and often didnt have a signal or allow us to watch **. The ** didnt work in one bedroom -there was no signal. There was no outdoor table. Some of the outdoor chairs were broken and the fire pit was broken and moved behind the building. The toilet paper holder was off the wall in one bathroom and the sink was plugged and not draining in another. We reached to the property manager the day we arrived to let them know these issues. They sent someone out the following day and they fixed the plugged sink, the toilet paper roll, and the k*** Nothing else was done. One of us fixed the toilet seat. Theres more but Im out of room. We reached out to AvantStay but have not received any reply.

  

  Business Response

  Date: 10/31/2023

  Hi there, ***********

  We appreciate your patience and the thorough information you provided about the issues you experienced. It is our priority to ensure that our guests have a comfortable and enjoyable stay, and your feedback is invaluable to us in our ongoing efforts to improve our accommodations. Please know that we genuinely value your input and are committed to making the necessary improvements to ensure that future guests do not encounter similar issues. We will reach out to you via the email we have on file within the next ***** hours with more information on the compensation we can provide to make amends for your less-than-ideal experience.

  We apologize for the inconvenience and disappointment you experienced, and we appreciate your understanding as we work to resolve these issues promptly. Should you have any further questions or concerns in the meantime, please feel free to reach out to us. Thank you for choosing AvantStay, and we look forward to being in touch with you soon.

  Sincerely,
  AvantStay
  
  
  
  

  
  

  Customer Answer

  Date: 11/15/2023

   
  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.
  
  *********************************************