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:06/09/2025

  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.

  On April 9, 2025, I booked a reservation through VRBO/My Perfect Stays, paying $2,599.52 in full for our condo stay from May 27 to June 7. On May 16just over a week before our ***** received an email stating they needed to cancel due to construction. I missed the email, so they called to inform me and offered help in finding another location.This trip was particularly important, as my husband had a heart attack in February, and we had only a small window to travel due to health concerns and a tight budget. We always stay in a specific unit and wouldnt have gone to Maui otherwise. I was devastated. While they offered to find another location, they had nothing available in the unit we had originally booked.I personally searched online and found a condo at our location through them, but the representative said she didnt see it. Ultimately, we booked it ourselves, but it lacked the view we had paid for and was on the ground level. They canceled my VRBO reservation and had me book directly with them, avoiding VRBO fees while charging me more for the room. Instead of the original price, I was forced to pay $2,934.98$335.46 more, plus $190.98 for insurance.With our airline tickets and car rental already secured and non-refundable, I had no choice but to proceed. Given their own cancellation policy, which requires a 30-day notice for a full refund and only a 50% refund for cancellations within 14 days, they should uphold the same standard for guests. This last-minute change was a major inconvenience, and we did not receive the room we originally wanted or booked. They should honor the original price, as I would have been penalized for canceling under similar circumstances.

  Business Response

  Date: 06/19/2025

  We have refunded her card in the amount of $370.74 on her stay reservation ******. That includes the difference of moving units as well as portion of her trip insurance. 

  Customer Answer

  Date: 06/19/2025

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

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented ************ unit B41 from 12/27/24 - 1/1/25. On the phone and later in writing, the bed in the unit was represented as being 2 years old or less. Before we rented the unit, we inquired about the bed and were told it was <2 years old. Upon checking into the unit, we discovered that the mattress was covered with two layers of foam and the mattress was old - the tags were brown from age and there were wear signs. Also the top layer of foam was stained. We complained via voice message the next morning. In writing via text, My Perfect Stays said that the mattress was <2 years old. I sent them pictures and on day 4 they sent ***** over to check it out. He agreed that the mattress was old and would report back. On day 5, ****** said she would need to check on what they could do. I said that we were paying $534 per night for the unit so I would accept a $1,000 refund - $200 per night. We checked out on 1/1 and I continued to try contact them with no success. After I called and attempted to contact the *** ****** answered and said the best they could offer was 20% of the rental fee minus taxes and fees - around $360. I told her I wanted to speak with the ** and she said she would set this up. This was around 1/10. I have not heard from them since. I did complain to **************** and will file with the *********************************. If you can facilitate communication with decision makers at My Perfect Stays so i can be adequately compensated for their misrepresentation of the rental unit, I will appreciate it. I have attached pictures of the bedding and of the text. Let me know if you need anything else.

  Business Response

  Date: 01/14/2025

  Thank you for sharing your feedback about your recent stay at ***************** B41. We sincerely apologize for any frustration or inconvenience caused during your visit. We have reviewed your concerns thoroughly and would like to address the key points.
  Before your stay, we confirmed that the mattress in the unit was less than two years old based on the owners records. Upon your arrival, you reported concerns about the mattress, and we immediately offered solutions. We proposed a firm mattress topper to enhance your comfort, but this was declined. On the fourth day of your stay, we sent our team to inspect the mattress, and they confirmed your feedback, which we relayed to the units owner.
  As we reside on an island, sourcing and replacing mattresses promptly can be challenging. We understand your disappointment, and while we strive to provide accurate descriptions and ensure guest comfort, mattress firmness and comfort levels are subjective and can vary from guest to guest.
  We want to clarify that the unit's description does not claim that the mattress is brand-new or less than two years old, and it has consistently received positive reviews about the bed's comfort prior to your stay. This was the first time we were made aware of any issues with the mattress, and we take your feedback seriously.
  Regarding compensation, we offered a 20% refund of your rental fee (excluding taxes and fees) as a courtesy for the inconvenience, which amounts to approximately $360. While we are unable to meet your requested refund of $1,000, we believe this resolution is fair based on the circumstances. -VP

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22809505
  
  I am rejecting this response because:
  The business represented to me before I rented the unit and after we complained, that the mattress was less than two years old.  Both parties agree that this misrepresentation occurred. 
  

  This is a remote destination where your options are very limited when a when an issue like this occurs. If they had properly represented their property, I never would have rented it. 

  The business provided a sub standard misrepresented product and now want to provide a small refund. 
  

  This is not adequate compensation for this misrepresentation. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:06/28/2024

  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.

  I made my reservation on April 27, 2024 and paid in full. I received an email on April 29, 2024 stating that they received my cancellation request and that they are cancelling my reservation. I never cancelled my reservation. I had already booked and paid for airfare and a car rental. Our airfare was nonrefundable.

  Business Response

  Date: 07/02/2024

  Thank you for bringing this matter to our attention. We take all customer feedback seriously and aim to resolve issues in a fair and timely manner.

  
  According to our records, your reservation was made on April 27, 2024, and you received an email on April 29, 2024, regarding the cancellation of your reservation. We understand that you did not initiate this cancellation and apologize for any confusion or inconvenience this may have caused. As we explained to you - you do not comply with our policies specifically the cancellation policy therefore we can not accept your reservation.

  
  To resolve this matter, we have already provided a full refund for your canceled reservation. This is the extent of the compensation we are able to offer.

  
  We are committed to addressing customer concerns while adhering to our company policies. Please contact us directly if you have any further questions.

• Initial Complaint

  Date:10/20/2023

  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.

  We were in *******, ****** during the ******* fires. We were scheduled to stay 08/05/23 -08/19/2023. We evacuated Maui on 8/9 due to the natural disaster.We made arrangements w/ my perfect stay to pick our belongings at the condo on or before 8/19. They agreed in writing not to enter the condo prior to us returning for our belongings.We booked a ticket for my spouse to flew to Maui to pack our belongings on 8/18. Upon arrival, housekeeping was present in the condo & 2 suitcases were packed. My spouse went to look through the condo as 1 large suitcase was missing & he was very upset the property mgmt group did not stick to our agreement.He spoke w/ ********************* via phone while in the condo, the housekeeper present provided her direct contact #. ****** w/ my perfect stay answered the call & also asked for a list of missing belongings.****** sent us an email with a response about their findings & encouraged us to filed a police report.****** states, " Thank you for passing this along. The report of this unit when inspected was this: Upon arrival the front door was left wide open. Found 3 luggage bags placed inside the front door. Fridge was full of items, removed & tossed. Trash through units removed as well. We suggest that you move forward with a police report. We are so sorry this happened & we are more than willing to help assist them in any way & provide our ********************** we have. Please let us know how we may further assist. We are in the process of returning ***** emails & ***** voicemails. Mahlao nui. With ****************************". On 08/19/2023, we called ********************** & filed a police report.Officer ******* email: ************** Report # ******** Air BnB has assigned their claims adjustor regarding our property theft on this matter: ******************* General Liability Claims Rep ************ M-F 8-5 Eastern My perfect stays has not returned contact as requested regarding the theft on their property & needed info to the ins. **********************.

  Business Response

  Date: 10/20/2023

  My Perfect Stays was notified of this claim and responded timely to the adjuster, ********************** via a phone call with *********************************** of our company back in September. She is the Director of Owner Relations. She advised ****** that upon the guests return to the unit after the devastation of the Maui wildfires, there had apparently - according to the guest - been a theft of some of their items. A police report was filed with Officer ******* ************** / Report # ********. The guests did not purchase trip insurance and the only insurance we are aware that covers this incident would be the insurance provided by Airbnb through Generali Global Assistance, PO Box ******, *********, ** 92193-9057, *********************** **************, the company for whom ******************* works. We have already given the adjuster all of the information we have and are confused as to why the guest continues to reach out to us and tell us to contact them, when we already have done so. *********************************** also called ******************* again yesterday when the guest - again - reached out to us. We have no further information on this claim. 
  
  
  

  Customer Answer

  Date: 10/27/2023

   
  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. The insurance company was reporting they didn't have any contact with My Perfect Stays. However, the response from My Perfect Stays reflects they did contact the insurance company at the first request and made additional efforts. I was receiving inconsistent information from the insurance carrier but it appears to be resolved. 
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:06/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - On 2/5/2021 we booked a 2 week stay for 5 guests at *************** in prime unit #*** for dates: 1/5/22 1/19/22 with My Perfect Stays ("MPS"), reservation #*****.- One week before our stay was to begin, our child was exposed to COVID and we were concerned she would become sick during our stay so we were forced to re-schedule our trip. We were told by ******************************* the office manager for MPS that if we rescheduled our reservation instead of taking a refund, that the same rate we paid for '21 stay would apply to a future stay. However Feb dates were not available until ****, another 2 years later. We decided to move the reservation to Feb ****, even though MPS would be keeping our $7,148.38. One hitch was that we were told by ******************************* that because they could not confirm a reservation so far out that they would set 'placeholder' dates every year in Feb until 2023 as they could only 'confirm a reservation 1 year out. This required a large degree of trust from us but we had numerous exchanges with ******************************* that our **** reservation was secure. -On 1/23/23 of this year, after MPS had held our $7,148.38 for just short of 2 years and we were expecting to finally have the reservation formally confirmed, *******************************, the manager sent us notification that our reservation had been cancelled! When we expressed outrage at the egregiousness and highly unethical nature of the situation, ******************************* offered us a reservation and an inferior, much less desirable/ not ocean front unit and far less expensive unit in another part of town. To add insult to injury, ******************************* charged us a $203 "service fee" just before cancelling our reservation. It has been almost 6 months and I am still disputing this random charge with my CC company.My Perfect Stays, ******************************* in particular, should be fined/ penalized for their unethical practices. Even more importantly, there should be rules in place to protect consumers from such egregious actions.

  Business Response

  Date: 07/06/2023

  ***** Lili, 

  We obtained your original reservation through VRBO on the evening of February 5, 2021. Under the Covid policy that we had at the time, on December 28, 2021 you notified us of your child being ill, we offered you two options: 1) Rebook the same condo for up to one year out and pay the difference depending upon season rates. If this option was chosen, our cancellation policy would be void. Or 2) Receive a full refund. You elected to move your dates out to March 2023 and then changed again to April 2023. Finally, you reached out on January 5, 2023 to request that we move your dates to February ****, which we complied with your request. Unfortunately, the Owner of the condo notified us on January 30, 2023 that the condo was not available for the dates of February ****, ****. We called and emailed you with another condo at the same complex, but you did not want to change your reservation. Under the circumstances, we provided you with a full refund so that you can find alternative accommodations. Your refund was processed on January 31, 2023.

   

  Mahalo,

   

  My Perfect Stays

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20252047
  
  I am rejecting this response because: The respondent is being dishonest. I have multiple email exchanges supporting my complaint. What is the best way to get these emails to you? Screenshots? Another way?

  Thank you.

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

  Customer Answer

  Date: 07/17/2023

  Hi ****,
  I've attempted multiple times this morning to respond to a BB email sent this morning at 9:50 requesting additional information and supporting documentation for my claim but I keep getting the message, "3 of the file(s) you have uploaded are either too large or a file type we do not accept."
  
  I called and the BBB rep said to send the info via email instead. 
  
  This email is regarding Complaint #********.
  
  * In December 2021 we cancelled a reservation with My Perfect Stays (MPS) because my daughter was exposed to COVID and we did not want to get to Maui, discover she had COVID and spend 2 weeks with 3 high energy children quarantined in a condo.
  
  * We were told that if we elected to forgo a refund of our $7,351.59 reservation money, that we could apply the funds to a future reservation which would be considered paid in full despite any rate increases that *** occur. I am attaching pictures below of emails supporting this fact.
  
  * Because we typically vacation in Feb, we were going to have to wait an additional 2 years before a february reservation at the same condo was available. We agreed to forgo our refund and wait because the condo regularly booked up in february so quickly that it was hard to reserve. 
  
  * We were then told that because Feb **** was so far out, that MPS couldn't confirm the reservation but instead would note our reservation as an 'inquiry' that would move to a confirmation as soon as the **** dates "opened up" in their system.
  
  * In January of this year, I received a payment request from ******* for over $12,000 to confirm our reservation!  After forwarding many emails to her (that were written by her) she conceeded that the 2021 reservation had transfered in full and that our **** dates had finally moved from "inquiry" status to a confirmed reservation .
  
  * At the end of January of this year, less than one month after reminding ******* that we had a paid in full reservation, she cancelled our reservation. When we reminded her that MPS had held our reservation money for over 2 years in exchange for guarenting a ****, she offered to put us in another significantly inferior non ocean front condo instead. We declined.
  
  We are asking for either of these 2 resolutions:
  1) we would like the 2 week reservation at *************** that we paid for and have been waiting 2 1/2 years to enjoy;
  2) we would like the $ difference in the amount we paid ($7351.59) and what a **** reservation at the same condo would be.
  
  I've attached 3 pictures below. 
  1. An email showing that we wanted to move our reservation to Feb ****.
  2. An email showing that the Feb **** dates were being blocked off but being shown as an "inquiry" in their system because they could not release dates that far out.
  3. 2 emails showing  - a) that we were unconfortabel with the way the email showing our dates as blocked off / as 'inquiry"  and that they note something that states there will be no additional cost and b) email fro ***** at MPS stating that 1) the **** dates were being reserved for us and that the original reservation pricing of $7,351.59 will be honored although they typically do not do that.  
  
  I have numerous emails but wanted to send the ones that most clearly illustrate our complaint. If you have any other questions or would like more photos, just let me know. 
  
  Thank you for your time.
  *******************
  
  

  Business Response

  Date: 08/06/2023

  Aloha,
  
  The following response has already been submitted to this claim

   

  Aloha Lili, 
  We obtained your original reservation through VRBO on the evening of February 5, 2021. Under the Covid policy that we had at the time, on December 28, 2021 you notified us of your child being ill, we offered you two options: 1) Rebook the same condo for up to one year out and pay the difference depending upon season rates. If this option was chosen, our cancellation policy would be void. Or 2) Receive a full refund. You elected to move your dates out to March 2023 and then changed again to April 2023. Finally, you reached out on January 5, 2023 to request that we move your dates to February ****, which we complied with your request. Unfortunately, the Owner of the condo notified us on January 30, 2023 that the condo was not available for the dates of February ****, ****. We called and emailed you with another condo at the same complex, but you did not want to change your reservation. Under the circumstances, we provided you with a full refund so that you can find alternative accommodations. Your refund was processed on January 31, 2023.
  
  Mahalo,
  
  My Perfect Stays

  Customer Answer

  Date: 08/17/2023

  Hello,
  I have had a family emergency and have been unable to respond to My Perfect Stays last response.
  As I said before their responses have been untrue, as is evident by the dated, email attachments I provided in my last correspondence.
  I would like them to provide date stamped emails supporting what they are saying.
  
  What is the best way to proceed?
  
  THank you,
  ****

  Business Response

  Date: 08/25/2023

  We are very short staffed at this time. 

  we will do our best to respond to the BBB. It's my understanding the guest was issued a FULL REFUND. If there is more information please let me know.

   

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20252047
  
  I am rejecting this response because the refund they gave was for only for the total cost of the reservation we paid for 3 years prior to their cancelling our reservation. As I have laid out in the body and correspondence of my complaint, with supporting documentation, My Perfect Stays guaranteed us that if we elected to forego a refund ($7148.38) for the reservation we canceled due to a COVID exposure, those reservation dollars would directly transfer to a february **** stay despite rate increases that would likely occur.  We of course would have preferred another date sooner however a February date was not avail be for 2 more years. Waiting 3 years to enjoy our vacation despite rate increases would be the tradeoff for foregoing a refund of our $7148.38 at the time.

  My Perfect Stays has repeatedly responded to my complaint with inaccurate/ false statements, including a claim that we agreed to use the reservation money within a years time. THE DOCUMENTATION I HAVE PROVIDED PROVES THAT ARE BEING DISHONEST however no one at the BBB appears to be monitoring or overseeing the communication. Therefore My Perfect Stays continues to make false claims, without any supportive documentation, despite the fact that the documents I have provided illustrate the FACTS. 

  They appear to know that know one is overseeing this process. I suspect they have been through this process before.

  I am requesting that they provide documentation supporting their claims.

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

  Business Response

  Date: 09/06/2023

  Aloha,

  We have provided 100% refund. We are not able to provide more than the funds received from guest. The guest had options to come sooner than 3 years.

  Mahalo

• Initial Complaint

  Date:02/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 have rented a condo in Maui from my perfect stays websirte and was quoted a total price which was charged to my credit card and this was appropriate. However when the credit card bill arrived another fee of $499 was added on supoosedly a VRBO referral fee which is not mentioned anywhere in the perfect stays listing not in the final bill that was provided to me and paid.