Reviews

This profile includes reviews for Stay Heirloom's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stay Heirloom

  257 Northampton St Boston, MA 02118-1286

• 

  Stay Heirloom

  326 A St Boston, MA 02210-1722

Review Details

• Review fromPamela S

  Date: 07/20/2025

  1 star
  The home appeared nice on the internet. (******************, ***********, **) Some amenities were not able to be used. Mold was present in the home, outdoor furniture was filthy and also had mold. Indoor couch and pillows had stains. The outdoor grill was also filthy. The doors were not stable and safety was definitely a concern.

  Stay Heirloom

  Date: 07/23/2025

  Dear *** ******,
  

  Thank you for taking the time to share your feedback. No guest should ever feel uneasy or uncomfortable during their stay, and I can only imagine how frustrating and disheartening that must have felt. Please accept our sincere apologies.
  

  Upon learning of the situation, we immediately dispatched our housekeeping and maintenance teams to the property to address the concerns you raised. While our homes are professionally cleaned before and after each guest stay, we wanted to ensure your concerns were fully investigated and addressed appropriately. 
  

  Weve shared your feedback with our team, so they can take a closer look not only at the areas you mentioned but also at the entire property, because we take our guests' experiences seriously and are committed to high standards.
  

  If you're open to it, wed appreciate the opportunity to connect with you to further express our apologies and ensure that your concerns are fully resolved. Once again, we sincerely apologize and thank you for your understanding during this unfortunate situation. Please be assured that we are taking your feedback seriously, and are taking steps to ensure occurrences like this do not happen again.
  

  Thank you for your understanding.
  

  Sincerely,
  

  Stay Heirloom
  

  
  

• Review fromM. J.

  Date: 06/01/2025

  1 star
  ABSOLUTELY AWFUL, ZERO CARE FOR THE CONSUMER!! Booked months in advance in *********, was in constant contact on day of arrival, at 2:55 they cancelled our reservation for the house we paid $2400 for, checkin was at 3 pm, we were literally driving to the house after spending hundreds of dollars at ****** for weekend groceries. We all flew in from different states and were left sitting on the side of the road with no place to go, no help, no concern- NOTHING!!!!!!!!!!!!!!!!!!!!!!!!!!!Had to PAY AGAIN and find a new place to stay. Weekend of a Rodeo, and the **** about to happen. UNREAL DO NOT SPEND YOUR MONEY WITH THIS AWFUL UNETHICAL BUSINESS THEY SHOULD NOT HAVE A BUSINESS LICENSE.

  Stay Heirloom

  Date: 06/04/2025

  Dear *** ****,
  

  We're truly sorry for the inconvenience caused by the unexpected cancellation, and we completely understand how frustrating it must have been, especially on such short notice. Please accept our sincerest apologies.
  

  Unfortunately, an emergency situation arose that made the property unsafe for guests. As your safety is always our top priority, we had no choice but to cancel the reservation. We made several attempts to reach you by phone as soon as we were notified of the issue, but we were unable to get through.
  

  We also reached out to ****** immediately to initiate the cancellation and assist in helping you find alternative accommodations, as our other nearby properties were unavailable at the time.
  

  We truly regret the disruption this caused to your plans. Although the situation was unforeseen and out of our control, we did everything we could to try to provide you with accommodations during your reservation dates. We're genuinely sorry that we did not have an opportunity to host you, and hope that we will get a second chance to host you in the future.
  

  Once again, we sincerely apologize and thank you for your understanding during this unfortunate situation. Please be assured that we are taking your feedback seriously, and are taking steps to ensure occurrences like this do not happen again.
  

  Thank you for your understanding.
  

  Sincerely,
  

  Stay Heirloom
  

  
  

  M. J.

  Date: 06/07/2025

  Absolutely untrue. No one ever called me. I have zero missed calls for that day. Furthermore, I was messaging you through the ****** app from the moment. I landed until five minutes before 3 PM asking you for the code asking you if we could get in early and at no time did you respond to any of those messages telling me that the unit would not be available. The bottom line is you run a shady business, using the excuse that it was not ready or not OK for our well-being is total BS You owe me for the inconvenience you owe me for all of our food you owe me for the additional money I had to output You owe anybody who runs with you more consideration. You actually should not be owning a business license.

  Stay Heirloom

  Date: 06/10/2025

  Dear Ms. **** *****,
  

  Thank you for your response. We want to extend our sincerest apologies for the distress and frustration this situation has caused you.
  

  Our team made several attempts to reach you, including three phone calls, which unfortunately returned a busy signal each time. and messages via ******. We're truly sorry that we were unable to connect with you in a timely manner. We understand how upsetting and inconvenient that must have been, especially given the circumstances.
  

  While we cant undo what happened, please know that we take your concerns seriously. To ensure that your complaints are properly reviewed and addressed, we believe its best to continue this discussion through the appropriate channel.
  

  Once again, we apologize for this deeply unfortunate experience. Your feedback has been heard and will be used to improve how we serve our guests in the future.
  

  Thank you for your understanding.
  

  Sincerely,
  

  Stay Heirloom
  

  
  

  M. J.

  Date: 06/15/2025

  AGAIN, NO phone calls. Since when do cellphones ring busy???Thats right, they do not. So- you are a LIAR. I had NO missed calls. I had been in text conversation with you via ****** from The moment I landed in *********. You owe me money. Send it and stop your bad business practices.

  Stay Heirloom

  Date: 07/02/2025

  Dear Ms. Mary Ellen,
  

  I’m sorry to hear your dissatisfaction regarding your experience working with our team. We assure you that our team did attempt to call you multiple times, but each call returned a busy signal. When a cell phone user tries to call a number that is already engaged in another call, or when the network is congested, the caller will hear a busy signal.
  

  We apologize again for your experience, your feedback will be used to improve our service. In the meantime, we encourage you to reach out to the appropriate channel to ensure your concerns are properly reviewed. 

  Thank you for your understanding.
  

  Sincerely,
  

  Stay Heirloom
  

  
  

  M. J.

  Date: 07/08/2025

  In the meantime, we encourage you to reach out to the appropriate channel to ensure your concerns are properly reviewed. I have reached out to the appropriate channel and that channel is you the owner of the rental that canceled on me. You are responsible you no one else just you so Im still waiting still waiting for my refund. Still waiting for my reimbursement still waiting.Good to know that you are now a telecommunication specialist. Perhaps you should go back to that job and give up real estate rental.

  M. J.

  Date: 07/08/2025

  In the meantime, we encourage you to reach out to the appropriate channel to ensure your concerns are properly reviewed. I have reached out to the appropriate channel and that channel is you the owner of the rental that canceled on me. You are responsible you no one else just you so Im still waiting still waiting for my refund. Still waiting for my reimbursement still waiting.Good to know that you are now a telecommunication specialist. Perhaps you should go back to that job and give up real estate rental.

• Review fromIrene E

  Date: 10/25/2024

  1 star
  The Heirloom management team lacks professionalism in every way possible. They are disrespectful and dishonest to their customers. My family recently contacted a weekend rental in Savannah, GA that turned out to be uninhabitable due to the lack of electrical power caused by the hurricane. Instead of the property managers providing generators or trying to relocate or work with us, they chose to misrepresent the facts surrounding this situation, they failed to notify us once the power was finally restored, and then refused to refund our money since the contract was null and void under those circumstances. This is a very disgraceful and unethical company! Do not rent from them!

  Stay Heirloom

  Date: 11/20/2024

  Dear *** *****,
  

  We truly empathize with your situation and understand the frustration caused. At Stay Heirloom, we make it a priority to address guest concerns with every reservation and do our best to accommodate requests whenever possible.
  

  Regarding the condition of the property, we can confirm that while there was a temporary power outage due to the storm, the property itself was not damaged. Permanent power was restored within 24 hours, and its important to note that a temporary outage does not make the property uninhabitable. In this circumstance, we did provide your group with a refund, and assured you that if a different property became available, we would notify you immediately. 
  

  We always provide our guests with the best service possible, which includes ensuring that your group had a habitable, safe property available for exclusive use throughout your reservation period.
  

  We truly value your feedback and are here to address any further concerns or questions you may have. Thank you for your understanding.
  

  Sincerely,
  

  Stay Heirloom

  
  

• Review fromJan N

  Date: 10/25/2024

  1 star
  Beware of this unscrupulous company. When we arrived at the property on September 27, 2024, for a two-night stay, we were surprised to find that the property had no power, especially since we received an email from Stay Heirloom that morning stating that the property was ready for occupancy. The power outage had occurred the night before our arrival and the power remained out for an extended period. The absence of essential services, particularly electricity, rendered the premises unsafe and unsuitable for occupancy, violating the lease term of the agreement. They failed to offered any assistance with lodging, lighting, air conditioning, or other necessary accommodations. Their response was it is no fault of their own. They have refused to refund the money paid. Therefore, we are possibly having to take legal action against this company.

  Stay Heirloom

  Date: 10/28/2024

  Dear *** *****,
  

  We truly empathize with your situation. Stay Heirloom strives to address guest concerns in each and every reservation, and accommodates requests whenever we can. We worked with your group numerous times throughout your reservation, including allowing for you to check in and drop off your bags at 1:00 PM, which is not our standard policy.
  

  Regarding the property conditions, we can confirm that while a temporary power outage occurred due to the storm, the property itself was not damaged and permanent power was restored within 24 hours. Its important to note that a temporary power outage does not make a property uninhabitable. 
  

  In this circumstance, we did provide your group with a refund, and assured you that if a different property became available, we would notify you immediately. However, the property your group booked was habitable, safe, and available for your groups exclusive use throughout the term of your reservation.
  

  We value your feedback and are here to address any additional concerns or questions you may have. Thank you for your understanding.
  

  Sincerely,
  

  Stay Heirloom

  
  

• Review fromPaul K

  Date: 04/03/2024

  1 star
  I booked an Airbnb through this company. I paid in full seven months before the trip. The company managed the property so poorly that the home had no electricity and was totally uninhabitable. I was provided less than 24-hour notice to re-book a group of 18. The company provided no comparable or helpful alternatives.

  Stay Heirloom

  Date: 05/29/2024

  Dear ************,
  

  First, we would like to thank you for being patient with us. Our company is committed to giving the best service that a customer should experience and we understand your concern. We would like to use this opportunity to provide a correct reflection of facts. It is very unfortunate that before the trip, an electrical issue occurred. Upon finding out that the property was unable to host guests due to the electrical issue, our Guest Communication reached out to inform you and offer alternative accommodations around the area or a reasonable refund to compensate for the unexpected circumstances. Because you were dissatisfied with our alternatives at the time, we must now continue to stand by the terms and conditions that you initially agreed to upon booking.
  Stay Heirloom is committed to giving guests the highest standard of service they can experience by upholding its policies. Should you have further concerns, please do not hesitate to contact us. Your feedback is valuable to us. 
  
  

  Thank you, 

  Heirloom Team

• Review fromDon J

  Date: 09/18/2023

  1 star
  Terrible company. Even worse customer service and policies. Honestly, Air BNB should be held in contempt for allowing a company like this rent through them. 48 hour cancellation policy after booking. We wanted to adjust our reservation, 7 month before our trip and they scammed us. Blatantly scammed us.

  Stay Heirloom

  Date: 10/02/2023

  **************, 

  Thank you for reaching out. However, without your reservation number and/or more information, we are unable to assistance with solving any inconvenience that you might have experienced. 

• Review fromReb B

  Date: 06/08/2023

  1 star
  Terrible property management company-- do not use them on Airbnb or VRBO. We booked a big trip with them to a 'luxury' property. We tried to adjust an existing reservation, and they said we would have to cancel and rebook (while they keep our 50% deposit!) We could not find where in their terms of service documentation that a change to a reservation= original reservation cancellation. We asked Airbnb to intervene, and this property management company straight up ignored Airbnb customer service. Then when it came time to stay there... house then had many issues (no power in one room, issues with smoke detectors, wasps nest on the porch, etc) and they gave ** $200 back. (This was a upper 4 figure rental $$). Just don't use them.

• Review fromK. C

  Date: 11/02/2022

  1 star
  They are a corporation who rents units on Airbnb but cannot provide real support when something goes wrong because they don't have workers who knows the property. I booked a unit and wasn't able to check in until 2:30 AM (in the cold dark night) because the lock box codes they provided didn't work, and the worker over the phone had no idea how to get into the unit - he didn't even know how to access the back door. When we did get into the unit, one of the beds was held together by tape and super shaky. They refused to give any more refund beyond a laughably small amount. Shady business, do not use them.

  Stay Heirloom

  Date: 11/03/2022

  Dear ************,Thank you for reaching out. We strive to provide accurate information to customers. The purpose of this response is to provide a correct reflection of the facts. Our ***** Communications team was quick to answer your outreach, and our local Property Manager provided additional support in this circumstance. We reimbursed your group a reasonable compensation commensurate with your experience. At this time, because of your dissatisfaction with our alternatives, we must continue to stand by the terms and conditions that you initially agreed to upon booking.Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. Your feedback is valuable to us.Thank you,The Heirloom Team