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:07/28/2025

  Type:Product 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.

  DO NOT DO ANY BUSINESS WITH THIS COMPANY!! THEY LACK ANY KIND OF CUSTOMER SERVICE AND ARE A HORRIBLE REPRESENTATION FOR ANYONES HOME!!May 28th, I booked an air bnb and evolve is the property manager. I booked this house because I had to work an event at the Tanger outlets in *********** July *****. That event Had gotten postponed due to expected extreme heat on June 23rd, 2025. Therefore, I no longer needed the air bnb. On June 23rd (same day I was notified) I send evolve a message through the app, explaining the situation and kindly asking for a refund and to cancel, since they would have more than a month to get the house rebooked during a peak season. No response. I messaged again on June 25th, NO RESPONSE. June 28th I sent a 3rd message, telling them that I would be contacting air *** corporate for support since I wasn't getting any type of response. At that time, they immediately messaged me back and said they were sticking with air bnb cancelation policy. I then called *******, they said it's NOT their policy, which I know because I rent them 2-4x a month for work. When in fact they can call the actual homeowner and get permission to cancel with a full refund. They then told me to call them, I did, and they said they would contact the homeowner and get back to me. July 7th still no response. I then message them and ask if I could at least move the reservation to a different date. (I tried to do this on the app, but ALL the dates were blocked out until 2027, so that was NOT an option) NO RESPONSE yet again. I then had to Cancel my reservation, before I got dinged for the whole cost of the entire reservation. I cancelled on July 8th due to no response. On July 11 i got a response that they have an owner block on all future dates (assuming they are switching companies that manage their home due do the very poor customer service they have) I WOULD LIKE A FULL REFUND SINCE MOVING THE RENTAL DATE WAS NOT AN OPTION AND THERE WAS PLENTY OF TIME TO RE RENT.

  

  Business Response

  Date: 07/29/2025

  Hi ***,

  Thank you for reaching out, and we apologize for the frustration in trying to cancel and adjust your booking. Upon review, we do see that the homeowner is resigning from our network. Typically, the cancelation policy would uphold, and we could provide a date transfer. However, since the date transfer is no longer an available option, than a refund should be honored. We have provided feedback to the agent you were originally speaking with, and issued a full refund for the total received by Evolve. The remaining balance is ******'s service fee. You may need to reach out to ****** to request a refund for their service fee.

   

  Please let us know if you have any questions.

  Best,
  The Evolve Team

  Customer Answer

  Date: 07/30/2025

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

   

  I would like to kmow the exact amout being refunded. so I may check for it on my credit card card statement please
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/27/2025

  Type:Product 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.

  I made a reservation through ****** several months ago for the end of July-early August. Apparently, the host uses EVOLVE. On June 18th, my stepfather and mother were in a horrible car accident. She survived but he did not. I immediately went to my mom, who lives several states away from me. We had to plan for my stepfathers funeral and pay out of pocket. Because of the unexpected expenses and my husband needing to take PTO to take care of the children while I was away, we werent able to take our planned vacation, so I canceled our reservation. I sent a message to EVOLVE explaining my situation but they did not care. I asked for a refund because I needed the money to for funeral expenses. EVOLVE REFUSES TO REFUND ME AND THEY CONTINUE TO IGNORE MY MESSAGES. I WANT MY MONEY BACK!!!!!

  

  Business Response

  Date: 07/29/2025

  Hi Laurel - 

  Thank you for reaching out, and we are truly sorry to hear for your loss. We hope you and your family are recovering as much as possible during this hard time. 
  
  Looking into the situation, we do see that our agent was working toward trying to make an exception for you upon your first request. However, there was no follow up after they replied advising they would reach out to the owner to discuss an exception. We will be following up with the original agent who responded to you to provide coaching and making sure they are following through with their cases.
  
  At this time, we have posted a full refund in the amount received by Evolve, which was $477.50 USD. The remaining amount is ******'s service fee, which we have no control over. If they do not automatically refund this, we suggest reaching out to ****** to request this.
  
  Let us know if there is anything else we can assist you with.

  Best,
  The Evolve Team

  Customer Answer

  Date: 07/29/2025

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

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

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm on vacation in another country and my final stay has been cancelled. I received emails to say it was confirmed but nothing to tell me it had been cancelled. the payments been taken from my account but my booking never went through to the company I was trying to stay with. Evolve were absolutely useless at resolving the issue and offered no help whatsoever and I'm now stuck in a foreign country with no hotel for 4 days and no money left in my account to book another. I was offered 50 by ********** (as i made the booking through them) on my account but that's not enough to book another hotel for 1 night, let alone the 4 nights I'm here for. The supervisor just kept telling me I need to contact my bank in order to get my money back which isn't possible to do till I get back to ******. I've used ********** for years and to be left without anything like this is so disappointing and frustrating and the thoughts of sleeping in my car for 4 nights in a foreign country is quite scary. Needless to say I won't ever use evolve again. I have hundreds of dollars worth of food in the car I can't cook now and my trip to the waterpark with my partner was ruined as over 2 hours of it was spent trying to find out what happened with my booking so that's another $140 wasted. They claim to have emailed me regarding the booking being cancelled but this is not the case. My partner has had to use her savings to book us a very overpriced hotel which is extremely basic out of her savings. Very disappointing as we were supposed to have a nice romantic getaway planned instead. My vacation has been ruined due to their system not working correctly.Appalled by this.

  

  Business Response

  Date: 07/24/2025

  Hi *****,

  We are sorry to hear that you were put out, and not informed of the cancelation. The payment for your booking never went through, which caused the reservation to be denied. Unfortunately, this did not go through to Expedia, which is why you were not alerted. The payment may still be waiting for an authorization on our end, which is why it shows to you as it coming out of your account.
  
  Someone will be reaching out to you right away to continue working with you to resolve the situation. 
  
  Best,

  The Evolve Team

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Abenity falsely advertised a property to rent for a weekend trip. The photos were on Abenitys website and those photos are from years ago and the property was unsafe (patio door did not lock at all and they used and adjustable bar to secure and lock the patio door, and the front door did not close properly) and property was disgustingly dirty, dusty, and smelled musty like someone with bad B.O. had been sleeping on the great room **************** Carpets were stained and a black light revealed even more evidence of uncleanliness and poor sanitation of the property. The property manager did NOT clean this property because the dust accumulation had to be several weeks or months. The property is falsely advertised as a luxury property with professional photographs, however in reality, this was not how the property looked and smelled. I contacted the property manager and she immediately was defensive and denied the security and unkept, dirty property while getting me confused with ***** who may have been making a complaint on a different property at the same time we were (see photo of text messages).We left because we are 60 year old women in an unsecured property, no locks or a security system, and we did not feel safe. We did not stay at this property longer than checking in, looking around at the dirty, nasty, poor conditions, seeing we were unsafe, contacting the property manager and leaving the nasty place as we originally discovered itgross. The property manager did not try to make anything safe and clean for us on Friday, May 16, 2025. She just kept denying our concerns. We want a full refund ($3200++ and $1000 for the 2 hotels we had to scramble to secure and clean place to sleep). Please note ************* is falsely advertising this property on their website and app. This property is also falsely advertised on ******, VRBO, and other rental properties. Refund our money, hotel, and provide an *********** Rashaw, ***** *************** ******-******

  

  Business Response

  Date: 07/26/2025

  Hi ******,
  
  Thank you for reaching out to us. We are very disheartened to hear about the experience you quoted having at one of our properties. 
  
  After a full review and communication with the property owner, we will unfortunately not be supporting any refunded amount for this situation.
  
  When this issue was first noted to us by the owner on 05/16, we began our investigation and never received a response from you. We did however receive time stamped photos from the owner of the property showing it cleaned and ready for check-in. 
  
  The case ended up being closed out as resolved given this information.
  
  While we revisited this with the owner again after receiving this BBB complaint, especially wanting to look into the referenced lock issue, the owner once again responded promptly and offered further clarity to this:
  
  "It locks properly when the latch is fully pressed into place. Additionally, there is a removable security bar that can be placed at the bottom of the door for extra security. That was in place when they arrived at the home."
  
  Given this clarification and our review of other bookings at the home (no guests have had issues with the lock) we once again will not be able to support a refund in any amount here.
  
  If you have any additional questions or concerns we'll be happy to answer those but this ticket will remain closed from here, especially given our attempts to assist, conflicting documentation, and the timeline of events and outreach now that we are 2 months past the date of when you stayed.
  
  Thank you for your understanding,
  The Evolve Team

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23451862
  
  I am rejecting this response because:

  The owner is lying and a cheat. I never received a note from BBB on my original complaint to respond. Your portal is not user friendly and I have been waiting to hear back from the BBB. 
  

  The owner/manager went into the property and cleaned it after we complained and submitted the photos of the dirty and unsafe property including videos. She knew on Friday, May 16th, 2025 when we checked out 20 minutes of entering the property that the locks were unsafe (patio door), the front door, and no security alarm access. The owner/manager was confused on who she was texting to asking me if ***** was on my thread (I still have copies of her messages). Apparently, she has a history of unclean and unsafe properties during this time frame.

  The property was not represented as marketed, the photos looked nothing like the dirty, unsafe reality we experienced. 
  

  REFUND OUR MONEY ASAP.  

  
  Sincerely,
  ****** ******-******

• Initial Complaint

  Date:07/21/2025

  Type:Product 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.

  I booked a stay and it did not clearly state that the minimum age is 25 until after booking. Upon seeing that i had to 25 (Im 23) I messaged them right away to see if they will allow me to stay there anyway or they will cancel while it was still within the refund window but they only responded once it was too late to do anything about it. I asked them multiple times for my money back and they said no Im inthe process of disputing the credit card charge. I am having a miserable experience dealing with them.

  

  Business Response

  Date: 07/22/2025

  Hi *******,

  Thank you for reaching out, and we apologize for this experience. If we as the host cannot keep a reservation, then you are correct that a refund should have been provided. In reviewing your case, I do see that we have been communicating with ****** today to ensure that a refund is issued to you. You should receive an email confirmation from ******, but please reach out to them if you have any questions about the refund. You can always send us a message through the ****** messenger app if you need additional assistance.
  
  Best,
  The Evolve Team

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me yet I am still weary with the workings of this company .
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:07/18/2025

  Type:Customer Service 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.

  A house was procured through Evolve that was uninhabitable due to the overwhelming smell of mold. The home owner was clearly trying to mask the smell by placing diffusers all around the house which in and of itself self was overpowering. When we brought this to the attention of Evolve they did what they could to remediate the issue but to no avail. When the owner of the home got involved the agent for Evolve was not interested in hearing anything else from us and unwilling to help move the issue forward, refund us or do anything more to help.

  

  Business Response

  Date: 07/22/2025

  Hi *******,

  Thank you for reaching out regarding your most recent stay. We are sorry to hear about your experience at check in and working with our team as well as the owner. In reviewing your case, we do see that a full refund has been provided to you for these experiences. We can understand the frustration you must have been feeling at this time, but hope that we can restore faith back with you as well.

  Please reach out if you ever have an questions or concerns.

  Best,
  The Evolve Team

  Customer Answer

  Date: 07/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if in fact all and any pending charges are reversed.

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

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2021, I canceled a previous booking through Evolve and received a travel credit of $407.30. I later used that credit toward a new reservation with Evolve, for dates July 1418, 2025, and paid the remaining $743.09 balance two weeks prior to arrival.When I arrived at the property with my family, we were told by the host that the reservation had been canceled months ago and that they no longer do business with Evolve. I was never informed of this. We were left stranded in another state and forced to secure alternative lodging last minute.Evolve acknowledged the issue and refunded the $743.09 I had paid recently, but they are refusing to refund the $407.30 in travel credit. Instead, they are insisting that the credit can only be reissued for future use.This was not a voluntary cancellation or change of plans on my part it was a complete service failure by Evolve. I no longer trust the company and do not feel comfortable using the credit. I should not be forced to do business with them again after this experience.

  

  Business Response

  Date: 07/21/2025

  Hi ********,

  Thank your for reaching out. First we would like to apologize for the frustration of finding out at the last minute that your reservation had to be canceled. This is not the experience we want our guests to have, as we know how this can interrupt your travel and vacation plans. You are correct, that since the reservation was canceled by the owner, then the travel credit would instead be refunded if you choose this to your credit card, rather than a new credit being issued. We apologize that it took to creating a BBB rather than this being handled on your first request. Coaching has been provided to the agents who did not issue the refund for you. 
  
  The original charge of $407.31 was made to your credit card for booking 9254798 to your **** ending 1620. A refund for $407.31 has been issued to this credit card. Although the original card expired, the credit will still go through to your current card. Please allow 5-7 business days for the refund to show on your account.
  
  If you have any questions, please reach out if needed. A case was created under your most recent reservation that was canceled to document this situation. The case number is 12507755.
  
  Thank you

  The Evolve Team

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a chalet through Evolve paid ***** for four days at ************* in *********** ** from July 7th/11th. We arrived(myself and two grandsons). The reviews I read before we left had me concerned about the driveway. So I traded cars with my daughter, she had 4wd. The posts I read didn't hold a candle to how the driveway really was I have anxiety and panic attacks. When we arrived myself and my 18 year old grandson cried like babies. I was paralyzed with fear, I thought I was fearless. I didn't move the car for two days, took ***** Monday and Tuesday also had food delivered in fear of driving up driveway again. Tuesday night I decided to leave next morning, two days were already ruined not being able to run the way we wanted to I messaged host first day about driveway. I feel two days of our vacation was ruined due too conditions of road. One Uber driver cancelled because of road another wanted to but he's never cancelled fare.

  

  Business Response

  Date: 07/17/2025

  Hi *********,

  Thank you for reaching out and providing your information. We are sorry to hear that the driveway caused anxiety.The property owner did inform us that she had been in touch with you, and upon your departure, a refund of 50% of your nightly rate was provided to you, which is equal to the two nights that you did not stay.Upon investigation, we did see the refund was short, so an additional $46 was processed, to provide you with a total refund of $408. You should receive a confirmation email from ****** to confirm this refund. If there is anything else we can assist you with, please let us know.

  The Evolve Team

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Evolve Vacation Rental was extremely disappointing and unprofessional. In June 2024, my family booked a property managed by Evolve through ******. Upon arrival, the home was in unacceptable condition. It was filthy, unsafe, and some of the appliances were inoperable. There was also a very strong musty smell that made someone in our party throw up. All of this forced us to leave and secure alternate accommodations. Evolve acknowledged the situation. They refunded us the nights we didn't stay in the property but they also committed to issuing a 20% discount off of the difference in cost for our new stay ($329) to help offset the additional cost we had to incur. Despite that written promise, we have spent over a month trying to get Evolve to follow through. They have repeatedly delayed, offered inconsistent explanations, and have still not issued that promised amount.I expected better from a company that advertises professional management and guest support. Based on this experience, I would not recommend booking a vacation rental managed by Evolve. I am asking for the $329 promised, but I should be asking for more for my time. I have spent hours at this point trying to get a resolution from Evolve.

  

  Business Response

  Date: 07/09/2025

  Hi *********,

  Thank you for reaching out, and we apologize for the back and forth on issuing the promised refund to you. I do see our office was in communication with you yesterday 7/8/25 to discuss the refund of $329, and issue a check for what cannot be refunded to your credit card. Please continue to communicate with the case manager. If needed, you can always reach out to us at ************.

  Best,
  The Evolve Team

   

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This past 4th of July weekend, we booked a vacation rental property through Evolve (booking #********). We paid a total of $670.90 for 3 nights (7/3/25-7/6/25). We made this booking via ***********. This property was advertised as sleeping 4 people. Our party included 4 people (myself, my boyfriend, and my elderly parents). Upon our arrival, we immediately discovered that this place only had ONE bedroom with ONE small double sized bed and NO other beds. We checked the sofa to see if it was a pullout sleeper sofa. It was not. As a result, we ended up having to book my parents a room at a nearby hotel as there was no room for all 4 of us to sleep at this property. This was a MASSIVE inconvenience and an unexpected added expense for us. Additionally, the hot water in the shower here did NOT work properly. It would only be lukewarm for 3-4 minutes before turning ICE COLD. It was like this the entirety of our stay. We tried contacting the property owner several times with no response. What was supposed to have been a relaxing, long 4th of July weekend getaway turned into stressful chaos. Due to the fact that we had to pay over $500 for a hotel room for my parents for 3 nights and had no hot water to shower, we are demanding a full refund in the amount of $670.90. This refund is to be issued back to the ********** that I paid for this booking with ending in 8974. Otherwise, I will be reporting this transaction to my bank as fraudulent.

  

  Business Response

  Date: 07/07/2025

  Hi *******,

  Thank you for reaching out regarding your recent stay with Evolve. We are sorry to hear you were not satisfied with the condition of the property. Upon review, the listing is advertised properly as 1 Bedroom, 1 Bathroom. It does sleep four, with the bedroom having a full size bed and the sofa sleeper in the living room also full size. With the property being a small, the hot water heater is too. Taking back to back showers with four people can use up the water quickly. The owner also confirmed they cleaned the water heater on July 3rd before your arrival.
  
  Your case is still open as we are working with the owner. The case manager assigned to your case will be in touch soon with a final resolution.

  Best,

  The Evolve Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23564171
  
  I am rejecting this response because:

  The sofa at this property IS NOT A SLEEPER SOFA!!!!!!  In fact, my parents have the EXACT same sofa, which is the Ashley ********* ***** sofa, and it DOES NOT pull out into a sleeper.  We even double checked!!  Additionally, even with a small hot water heater, we should be able to have hot water for more than 2-3 minutes before it turns ICE COLD!!!!  I have had small hot water heaters just like this of my own and they should AT LEAST last ***** minutes before going cold!  Again, I expect to be reimbursed for this stay as it entirely disrupted our vacation plans and cost us a great deal of additional money to put my parents up in a hotel, when they were supposed to spend the long weekend with us at this property.

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

  

  Business Response

  Date: 07/16/2025

  Hi ******,
  
  Thank you for revoicing your concerns with us.
  
  Our internal team had escalated this to our executive escalations team in which it was reviewed for a final resolution.
  As advised per our email to you, we found no valid evidence to support your demand for a full refund.

  This was especially considering you stayed at the home the entire time and provided no documentation to support the concerns.
  While we shared further explanations to our policies such as the importance of reporting issues in-residence to allow us to properly resolve and better advocate for you, we did honor a refund of 1 night as a hospitality gesture for the overall inconvenience and any delays in resolving / providing you this information.

  At this time we are unable to support a further refund. We thank you for your understanding and hope our explanation of our policies helped.
  If you have any questions or concerns you may respond to our internal team's email for the quickest assistance.
  
  Best,
  The Evolve Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23564171
  
  I am rejecting this response because:

  We stayed in this property because WE COULD NOT REACH THE PROPERTY OWNER DESPITE MANY PHONE CALL ATTEMPTS AND RECEIVED NO RETURN CALLS!!!!  You people have kept me waiting for nearly TWO WEEKS on this case, which is ENTIRELY unacceptable and unprofessional.  Again, we also had NO HOT WATER in the shower at this property the entire 3 days we were there.  Lastly, this property was advertised as sleeping up to FOUR PEOPLE when it, in fact, ONLY HAS ONE BED AND SLEEPS ONLY TWO!!!  Therefore, we had to pay an additional $600+ to put my elderly parents up in a hotel for the 3 nights since there NO PLACE FOR THEM TO SLEEP AT THIS PROPERTY.  I expect the additional 2 nights to be refunded in full and NOT only one night.  Otherwise, I will be filing in small claims court against Evolve, not only seeking FULL reimbursement, but also reimbursement for what we had to pay to put my parents in a hotel due to this property being falsely advertised as sleeping 4 people.  I will also dispute the charge with my bank.  Therefore, it is in Evolve's best interest to REFUND ME IN FULL.

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

  

  Business Response

  Date: 07/23/2025

  Hi *******,

  We understand your frustration here, and apologize the property was not up to the standards you were expecting. We have verified that the property is properly advertised to sleep 4, providing a double size bed and sofa sleeper. A photo has been attached. We were not provided documentation otherwise that the there was only one sleeping option in the property. 
  
  As you did stay at the property the entire time a hospitality gesture of one night was refunded to you for your overall experience. We will not support any additional refunds. 
  
  Best,
  The Evolve Team