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:05/09/2025

  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 booked a VRBO listing that was managed by Aardvark Partners, and although I paid all required fees directly through the **** platform, I later learned that my payment was processed by Aardvark without my prior knowledge or consent. Shortly after booking, I received an email requesting a copy of my drivers license and credit card informationdespite already being fully verified through ****. This felt highly invasive and unnecessary.A few days later, I began receiving multiple emails from "*****" demanding additional payments outside of the original VRBO booking. The first request was for an additional cleaning fee, which I verified with **** had already been paid. I forwarded that information back to *****. Then, just a week before my check-in date, I received another email stating that if I did not pay an $80 maintenance fee, they would withhold my check-in information, effectively leaving me without lodging.I immediately reported this to ****, who confirmed the additional fees were inappropriate and advised me to cancel the reservation and request a refund. However, ***** later claimed that the emails I received were part of a phishing attemptdespite the fact that the messages were sent from an Aardvark Partners domain.I am still in the process of disputing this through VRBO. Given this experience and the pattern of concerning behavior echoed in other reviews, I strongly caution anyone considering a booking managed by Aardvark Partners. This is a highly unprofessional and unethical operation that should be avoided.

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  Thank you for the opportunity to respond to Complaint ID #********, submitted by Mr. ******* *****.
  We take all customer concerns seriously and strive to uphold the highest standards of professionalism and transparency in our operations. After thoroughly reviewing Mr. ***** complaint, we would like to provide the following response and clarification:
  At the time of Mr. ***** booking, all applicable policies, including the cancellation policy and House Rules, were clearly outlined on the **** platform. By finalizing his reservation, Mr. ***** agreed to these terms, which explicitly state that cancellations made fewer than 14 days prior to the check-in date are non-refundable.
  Despite these clearly stated terms and the fact that Mr. ***** was outside of the eligibility window for any refund, he chose to dispute the transaction through his financial institution. Although the transaction was processed in full accordance with platform policy and guest agreement, his bank nonetheless approved a 50% refund, which we were required to honor.
  Regarding the allegations of inappropriate payment requests and phishing, we would like to categorically state that Aardvark Partners does not request payments outside of the **** platform, nor do we request sensitive documents unless explicitly required for identity verification in accordance with industry standards. Any communication received outside of the **** platform may indeed have been the result of phishing activity, which we immediately advised Mr. ***** to report.
  We have no record of unauthorized fees being charged, and any mention of additional charges, such as a maintenance fee, was not initiated by our team. We have also worked with **** to ensure all payment activity and communication remain secure and compliant.
  We respectfully submit this response in good faith and ask that our position be reflected accurately in the final record. Should any further clarification be required, we are happy to cooperate.
  
  

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23308268
  
  I am rejecting this response because:

  While I understand the companys reference to the cancellation policy, I want to be clear: this complaint is not about a cancellation dispute. It is about post-booking misconduct, lack of transparency, and questionable payment practices on the part of Aardvark Partnersissues that go well beyond any refund timeline or cancellation policy.
  After I booked and paid in full through VRBO, I received multiple emails from a representative named "*****" representing Aardvark Properties. He later replied to an email sent to this external email address through ****, therefore, I know he had access to the email and it was not a "phishing attempt." These emails requested:
  A copy of my drivers license and credit card information, despite full verification through ****
  An additional cleaning fee, which I confirmed with **** had already been paid
  An $80 maintenance fee, which was never disclosed during booking or in the House Rules
  The most troubling part of this exchange was that I was explicitly told that if I did not pay the $80 maintenance fee, I would not receive the check-in information. This was a direct messageno ambiguitystating that unless I paid an undisclosed, last-minute charge, I would effectively be left without a place to stay.
  This crosses a line beyond poor communication or mismanagement. It is a coercive tactic that left me scrambling days before my trip, forced to dispute the charge with my bank, and ultimately cancel the reservation. Thankfully, both **** and my financial institution recognized that this was inappropriate, and a partial refund was issued.
  

  Aardvark now claims these communications were part of a phishing attempt. However, the messages came from a valid Aardvark Partners domain, and the behavior closely matches dozens of other reviews describing similar last-minute demands for off-platform payments. If these emails were indeed fraudulent, Aardvark has a serious security breach on their hands. More likely, this explanation is an attempt to deflect accountability for a known pattern of conduct.
  To reiterate:
  I paid in full through VRBO.
  I was contacted afterward with additional, undisclosed payment demands.
  I was told I would be denied check-in if I didnt comply.
  VRBO confirmed these demands were inappropriate and unauthorized.
  My financial institution partially refunded the charge.
  Other public reviews describe similar situations, indicating a pattern.
  I submitted this complaint not out of frustration with a refund policy, but to highlight a pattern of unethical behavior that poses a risk to consumers. Guests should not have to fear losing their lodging over undisclosed fees or be forced to provide sensitive documents to a third party after completing a verified booking.
  

  Thank you for your time and for providing a forum where consumer voices can be heard.
  

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

   

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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 booked an overnight stay in ******* (12/21/24) through Delta stays. This was because I have been a longtime member of ***** and trusted booking through them. They have my card information and all travel related information stored. It was stated an id and deposit would be required but since both are in my account with Delta it was under my understanding they provide secure transmission of that. After confirming I started to receive emails (11/15/24) requesting I go to a Third Party Site to upload my passport and my card as photos to complete my booking. Ive never had to do this with any other booking from numerous places and Delta advises directly at the end of emails and messages to never give personal information to a Third Party. This prompted a request (11/15/24) to cancel my booking as I had a concern my personal information could be used for fraudulent purposes. After multiple requests and explaining why this was not appropriate Aardvark Partners and ***** Piedi personally felt that it was acceptable to basically ignore my request and after 6 days (11/20/24) to state they will not honor my request even though their asking for personal information violates what is on the Delta Stays website.

• Initial Complaint

  Date:10/22/2024

  Type:Product 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.

  On October 13th, 2024, at 11:10 AM, I booked a stay online at *************************** for that evening. The total cost of the reservation was $103.97. Upon attempting to check in at 12:02 PM, I was prompted to complete an online form that unexpectedly required an additional cleaning fee of $47, which had not been disclosed at the time of booking.I contacted the business directly and was informed that I would not be able to check in unless I paid this hidden fee. When I refused and requested a refund of my original payment of $103.97, the business denied my request.I feel profoundly wronged and trapped in this situation. I am being coerced into paying more than I originally agreed to (hidden fee) in order to stay the night, yet there is no option to recover my money if I choose not to stay. All of this transpired in less than 2.5 hours, between booking and the hidden fee being revealed.I am requesting a full refund of the $103.97, as the cleaning fee was either not disclosed or purposely hidden during booking. I also believe that this business should improve its transparency regarding fees to prevent similar situations for future customers.I have supporting documentation, including receipts and screenshots of the booking process. This experience caused significant stress and inconvenience, as I was left without accommodation for the night and had to scramble to find an alternative. This complaint is also being filed the same day of the incident, to ensure the issue is addressed in a timely manner.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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 booked two nights for six people Aug ***** at ************** in ***********, **. After being charged the $655 for each night, I could not get an address confirmation from Aardvark Partners . I was told they couldnt tell me until I arrived. When I tried to call the number they provided on my receipts, it had been disconnected. This wouldve been a four hour drive, and I was too nervous to show up blindly with no definite address. I asked for a refund and have been told it is non-refundable. I was corresponding with ****************, which I have now discovered has been accused of running scams.

• Initial Complaint

  Date:11/03/2023

  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.

  I booked a short term rental on 10/25/23. I cancelled this reservation on 10/29/23. Per the cancellation on the booking through HomeToGo, I am due a full refund for a cancellation made prior to 11/17/23. HomeToGo has said to me they are waiting to hear back from the third party rental company who owns the rental, Aardvark Vacation Rentals. Aardvark is saying they are waiting to hear back from HomeToGo. Its been 5 business days with no resolution in sight and no explanation as to why they will not refund me. *** provided them a screen recording taken from my phone that clearly shows the cancellation policy for the rental as well. Im concerned they are trying to prolong this in hopes I will give up or until it is past the full refund cancellation date.

  Customer Answer

  Date: 11/06/2023

  The company has sent me a refund receipt as of today, 11/6/23.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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.

  Date: Monday 11/21.They had a listing in ********, **. I have rented 100's of VRBO's and never had any issues. I reserved on VRBO and submitted my payment on VRBO. I then received a link to pay on another platform. They requested me to upload a copy of my drivers license and an image of myself. I uploaded 2 random images bc I was not comfortable providing personal information and have NEVER been asked in the 100's of VRBO's I have rented to provide this. They charged my card and then asked for the personal documents. I let them know I was not comfortable and did not understand the need to provide this. I had JUST rented a VRBO a few weeks prior in ******** with no request for my personal information. They said it is required, the city requires it which is NOT true. I asked to either cancel or accept the reservation without my personal documents. They REFUSED and charged me and would not refund. They would not refund because the reservation was a week away. I reserved and tried to pay within a 6 hour window and during this time shared I was not comfortable providing my personal information. Had they communicated in their listing that they require personal information; drivers license and a picture of myself I would have never reserved. They were NOT willing to refund or allow me to reserve without providing my license and a picture of myself both of which are completely unnecessary to rent. They claimed they needed my license and a picture of myself as the city requires this. Completely untrue. Wonder how they were able to charge my card and not refund me without this city required documentations. Complete violation of privacy. Sadly, they are very unprofessional and I don't know the number of people they have done this to.