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Review from Cynthia M
1 star04/19/2024
Booked a stay through AvantStay and Marriott. We had immediate issues upon arrival including many broken items, filthy furniture, AC not working properly and many more. We called for maintenance, which came the following day, and they were unable to fix any of the items. I have followed up every day, via email and text, without any resolutions. If I could give less than one star, I would. So very disappointed in the customer service and lack of resolving the issues.Review from William K
1 star04/12/2024
Booked a house through Avantstay but the day before check-in I got an email saying they had to cancel my reservation because of a broken water heater. Why wouldn't you CALL instead of just emailing? My reservation was less than 2 days away, call and leave a voicemail. I called Avantstay immediately after I saw the email and the call gets routed to some overseas call center. The person can't help and says they'll reach out to the **** that handles this and I should hear back within the hour. 1.5 hours later I still haven't received a callback so I call again. Same response, said I should hear back in an hour. 1.5 hours later, still no call, I call again, now they say I should receive a call by 5pm (5.5 hours later). My check-in date is the NEXT DAY! 5pm might be too late because what if they don't call me back and everyone goes home for the day? Then they change their answer to someone will call back in an hour. But I've heard that one before.FINALLY someone who can help calls back and finds me a replacement property. After we ****** I discover a hiccup. One of the families staying with us was planning to bring their dog they noticed that the new property doesn't allow pets. We paid a pet deposit so this is something that Avantstay should've caught and pointed out. That family had to find a last minute accommodation for their dog so that was another added inconvenience.Another hiccup: I was told I'd receive check-in instructions the next morning. On the way to the property my wife asks for the details of how to get inside the property so she could send it to the other families. Realized I didn't receive those details. Had to call Avantstay once again. Another inconvenience.This is all BEFORE we even stepped foot onto the property. While on the property we discovered someone was MURDERED in that house. This spooked everyone and no one was able to sleep well. "Unparalleled service", yeah right. Stay away from Avantstay.Review from Denise B
1 star03/29/2024
I booked a house on VRBO with avantstay and booked for ***** I got in contact with them the next day I to change my reservation to May and was told I couldnt do that because it was VRBOs policy. So they charged me 50% of my total rental fee.. the house was open the dates I ask to change to. I have listed a property on VRBO in the past and when I had cancellations VRBO contacted me and I could refund monies. It was my choice. Bad Business in my opinion. They offered no solution. Be aware they are getting a lot of bad reviews which I should have researched. ?????Review from Takisha C
1 star03/01/2024
I've used Avantstay for a few of my family vacations. The cabins and the home I've rented were nice, but they miss the cleaning ***** You are charged a $953 cleaning fee and at all three properties, we've had to wash towels and sheets because they were dirty. one of our cabins, we stayed in, the oven didn't work.My recent stay was at Sunfish Elegance on ********** in ******,**. Home is nice. We had a ceiling leak in one of the bedrooms. You can tell it has leaked before because it was poorly patched. We washed the towels and sheets.They reached out to me through an email regarding damages to the golf cart. I was not aware of it, so I reached out to each member of my family that attended the trip. I told Avantstay that some of the images they sent to me of the left side of the golf cart was already damaged when we arrived. I made ************* were taken of those damages. I also told them, there was no problem taking care of the damages that occurred during my stay, but I wanted them to charge the correct guests for the damages that were done to the left side. Pull the footages of that party that did those damages and charge them. They decided to charge my credit card without my permission for damages done to the entire golf cart. I now have to get my lawyer involved because the same way, they could send me pictures, they should also be able to take those same steps and find out who damaged the cart before our arrival.The customer service is not great. You do not charge someones card without their permission and you do not falsely accuse or charge someone for damages that were not done by their party. The issue I have is, they can't figure out who damaged the left side of the cart so they decided to charge my card.They refuse to address the left side of the cart. Emailed me images and used my card without my permission. We thought we had access to the cart, the bikes, the beach gear, etc. That's not the case. Scammers!I'm very disappointed in this companyReview from todd s
1 star01/22/2024
Stay away from Avantstay properties, They don't maintain their properties and have no regard for the families that stay at them. We rented a large home for a few days while skiing in ** with several families. The house we chose advertised an indoor pool but when we arrived the pool was drained and empty. Weather sealing around several of the doors and windows was also missing so snow and wind would blow in making it impossible to warm up the house, which is important when you've been out skiing all day. And several of the kitchen appliances were broken and not working. All this was very disappointing for the amount we spent to stay here but it still doesn't start to explain how very little AvantStay cares about the families they rent to. On the day my family of 4 was to catch a flight in ****** a huge snow storm hit the state. We tried several times this dreadful day to leave and catch our flight in ****** but every time was hit with an unforeseen obstacle that made it impossible. First the drive to the property wasn't plowed so we got stuck and missed our flight. We rebooked for a couple hours later but then all the expressways shut down so no one could leave town, We tried to find a hotel but every room was booked since everyone was forced off the expressways. When it was obvious we weren't able to leave town or find another place to stay and no one else was using the property my family decided to rebook a flight for the next day and spend one more cold night in the property to allow the storm to pass and roads to reopen. We expected and were willing to pay for the minor inconvenience we may have caused by spending one additional night but under the circumstances thought AvantStay would understand and charge us a minimal fee, since it was just my family trying to weather the storm. Unfortunately we found out the hard way that AvantStay doesn't care or operate that way. They only care about their bottom line and will stick it to you. BEWARE!!
AvantStay Response
02/26/2024
Hi ****,We are truly sorry to hear about the challenges and frustrations you experienced during your stay with us. It's clear that your expectations were not met, and I understand how disappointing and stressful this must have been, especially during such a critical time with the snowstorm. We deeply care about all of our guests here at AvantStay, and we are extremely disappointed to hear you feel that way. We always care about our guest's needs and experiences and are sorry your stay with us did not work out as planned due to unforeseen weather conditions, which are out of our control. Please reach out to us if we can be of any assistance now or in the future.Review from Miranda B
1 star01/10/2024
STAY AWAY FROM AVANTSTAY! I may start a marketing campaign against this company because they **** that much. They absolutely do not care about customer satisfaction or loyalty. I booked an Airbnb property through Avantstay not knowing who they were. You have to go through hoops like downloading their app, scheduling a call to share your ID, etc. It's around $300 if you want an early check-in or late check-out, etc. massive fees for anything. Well, they sent me a coupon for new year's and of course I got suckered into it. I put my dates into their app, booked a place in Tahoe, and after I'd booked it noticed that the dates had changed from my original search. This is because their app has a terrible user experience. I immediately text, email, call customer service to get it sorted out. I get a few volleys of answers from various reps and get shut down. NOTHING CAN BE DONE. SORRY FOR YOUR DISAPPOINTMENT. I seriously have no idea how this company has 4.6/5 stars. Must be a scam because their entire business model is a scam. They do not lead with values and do not care about you. STAY AWAY FROM AVANTSTAY!AvantStay Response
02/27/2024
We are sincerely sorry to hear about your experience. We take immense pride in customer satisfaction and customer loyalty here at ********************. Unfortunately, we had to uphold our cancellation policy for your reservation. Upon review, you used a special promotional code with this booking which could not be changed or cancelled once accepting the terms and conditions. We ***** high 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. We would be happy to speak directly with you should you need further assistance.Review from Bethany S
2 stars01/05/2024
BAIT AND SWITCH ON LUXE VACATION HOME RENTAL Dear AvantStay:Horrible customer service.Lies. Ridiculous treatment of guests. Re: vacation rental of LaJolla home Not only is the home overwhelmingly suspiciously moldy and musty, triggering asthma.Have you personally visited this home? It is in very shabby condition. The home maintenance has been neglected. The furnishings are in no way even remotely close to what is photographed and posted online. On the top floor of the roof area there are cheap folding chairs that one would use for viewing a rainy soccer match. So. Many. Examples. The lamp shade in the main-level bedroom has holes in it. The ceiling fans are so outdated as to be original to the ****s home: loud clanky leaves whirling in the living room. The living room furniture is NOT AT ALL WHAT IS PHOTOGRAPHED is in reality, shabby, pathetic, non-matching pieces that appear to be off ******** Marketplace Giveaway super uncomfortable and outdated. The outdoor spaces are embarrassing to the point of hilarity. The home is ridiculously overpriced for the overall outdated and shabby condition. None of these furnishings match the photos of the home in any way, shape or form. Seriously, please have some integrity and honor: go see this home yourself IN PERSON, the furnishings and accommodations within do not match the actuality. It is basically an entire scam: a bait & switch game! Cannot believe AvantStay has the audacity to trick vacationers into thinking they are paying for an upscale experience, when in reality, absolute farce. AVOID HOMES AT ALL COSTS.AvantStay Response
02/27/2024
We are very sorry to hear about your experience at our home. We understand that your expectations were not met, and we understand how frustrating and disheartening this must have been, especially when expecting a luxurious and ******************, which is something we take pride in with every guest's stay. We take your concerns very seriously and for the issues you experienced, we refunded you in full to make things right on our end. Additionally, we have removed the home from the market and instructed the owner to address all concerns and make necessary updates based on the feedback you provided. We do hope you will give us another chance to host you at one of our properties. Please reach out to us directly if you would like to speak with us any further.Review from Traci L
5 stars11/25/2023
The place we stayed at in ********* was beautiful, peaceful and perfectly stocked. Communication was excellent. We hated to leave. I would highly recommend!AvantStay Response
02/27/2024
Thank you so much for allowing us to host you and your group! We are so glad to hear that the home had everything you needed. We would love to host you again!Review from Shell N
1 star11/17/2023
Booked a place in ********* with my 2 brothers, one with ALS, for a bro trip. The place looked great and advertised great area and absolutely no smoking on premises. It was not as advertised. It was run down. There were signs everywhere that said, lock your car, take your keys, hide your valuables. Ashtrays all overflowing with butts on the ground. The place smelled like bug spray and sure enough, the reason for that was the ants all over the dirty counter and bathroom sink. So, we took pictures of the actual ants and dirty counters and stained up filthy sofa and cancelled our stay. Since we booked through a site that transfered to Avant, we contacted both. They did the dance of who should help us. Finally it was determined that Avant had the last say on any type of refund. I sent the pictures and explained how my brother could not be around the smell or cigarettes very long and the not so nice lady said she'd get back to me. She then texted me this......Hi, this is the one you talked to over the phone. Again, our team went to the property and there was no indication of the smell of a spray bug. The photos you sent do not indicate the smell of bug spray. We are abiding by our decision here of not giving a refund, thank you! ..... its not easy to have a PHOTO indicate bug spray. How about the picture of the ***** I was not asking for a full refund. It said refunds were based on their discretion, but nothing? That's just bad business. I finally argued that at least the cleaning fee of $170 should be refunded since we did not stay there and finally that was granted. I know you take your chances when you are looking at pictures but this one was way off glamming up this place. I hope this helps out someone else. I would not trust Avant. I'm out over $700.00 for my 3 night stay. Oh, and the booking site said they refused my cancelation so they could not refund anything either. Beware if Avant is involved.AvantStay Response
11/21/2023
Hi Shell,We are very sorry to hear about your experience with us as your hosts and that you tried to cancel your reservation with us. We have passed your feedback along to the appropriate teams so they can review it internally. We do have a cancellation policy we have to abide by and your reservation was not within the cancellation period. We also apologize for any inconvenience you had to go through with dealing with another booking party. We do hope that our gesture of the $175 refund will allow us the opportunity to host you again.Review from Tracy O
5 stars08/28/2023
I have stayed at 2 properties managed by AvantStay and both times, the homes were beautiful and accurately portrayed on their website. Whenever I had a question or service needed, they were quick to respond. I love the additional services the company provides to make my stay more luxurious. I look forward to staying with them again for my next vacation!AvantStay Response
09/08/2023
Thank you for sharing your positive experiences with us! We're delighted to hear that you've stayed at two of our properties and found the homes to be beautiful. It's fantastic to know that you've found our customer service to be responsive and helpful whenever you had questions or needed assistance. We're also glad to hear that you appreciate the additional services AvantStay provides to make your stay more luxurious. We aim to go above and beyond to enhance the guest experience, and it's great that you've noticed and valued these efforts.We look forward to having you stay with us again for your next vacation. If there's anything specific you're looking for in your next getaway or if you have any special requests, don't hesitate to us know.
Customer Review Rating
4.37/5stars
Average of 180 Customer Reviews
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