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:06/25/2025

  Type:Order 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 was referred to Barsala from my company. My stay is from 6/14/25-8/9/25 at ************ in ****, **. Barsala employees illegally entered my apartment with no notice for cleaning and maintenance twice.I complained (with much difficulty because anytime you call they redirect you because none of the other employees knew anything about my booking except the booking manager). They insisted bi-weekly cleaning were agreed on in some lease I signed. There is no signed lease. They did not respond when asked to produce a lease for over a week when I repeatedly called, texted, and emailed.They said the lease is through my company and asked me to stop contacting them about the issue. There is no lease with my company. Upon asking my HR department my company and Barsala had a shared ****** doc about expectations (resident stay duration, rent, etc.). This document mentioned a monthly cleaning. This document was not shared with the tennents. A ****** doc is not a legally binding document that counts as a lease. In the state of ****** they must legally provide ********************************************************************* a lease. Barsala's own policy in a 48 hr notice which they failed to follow.The manager in charge of my booking ******* May has been awful. She refused to listen to me on the phone (it took me three phone calls over 6 days to get a hold of her because they kept telling me she would call me back). She insisted the entry was legal. I have consulted the Washoe County Community Services who confirmed that this is incorrect. I have since emailed her twice (6/12 and 6/23) with questions and she has not emailed back.Additionally Barsala forgot to charge me rent for the second month. I texted and called and was told they would charge my card. They never did. In my most recent email to Kandiace (6/23) I mentioned this and was promptly charged rent today (6/24) so clearly she saw my email, but didn't respond to any of the other things in the email.

• Initial Complaint

  Date:05/21/2025

  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.

  I booked an apartment for a short stay from April 8th to the 11th on February 25, 2025, at the ************************ by Barsala. I communicated with the staff several times about my concerns, and they assured me that they would issue a refund. when we arrived on April 8th we discovered that the apartment sliding glass door had been broken into, and would not lock It was clear that the front door had previously been kicked in and had only received a temporary repair. Feeling unsafe, I immediately called the management. They informed me that they would cancel my reservation and process a refund.Since then, I have reached out to them multiple times regarding the refund, but I still have not received it. Additionally, I have pictures that show the damage as proof.

• Initial Complaint

  Date:11/03/2024

  Type:Sales and Advertising 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.

  Oct 23 2024 I reserved and paid for a room at ********* Apartments by Barsala from Nov ***** 2024 in *****. Payment cleared my bank 10/24/2024 with no issues. Tonight at approximately 9pm EST I got an email saying my card was declined for fraud and needed attention. I immediately called Barsala at the number provided and the lady advised there was nothing she could do and my reservation had been completely cancelled even though theyd already been paid and they had also asked for another form of payment with no indication my reservation had been cancelled. I immediately called my bank and confirmed that the payment had already cleared AND there were ZERO fraud alerts on my card or account and there was much more in the account than the cost of the room even if there had really been a problem with the first payment. As soon as I went back to try to get my reservation back the room was already unavailable (within 10 minutes of the initial call to Barsala). I am currently undergoing preparations for organ transplant at ************* and it is imperative I attend these test sessions. This was totally unacceptable and unnecessary. I dont know if they overbooked or decided they could charge more for the room as there seems to be several area events those days. I have made multiple bookings for this process in that city using the same card with ease; this is an egregious way to run a hospitality business and I truly did not need the added stress and hassle of quickly finding another room at this juncture. Unfortunately the only place close in my budget does not look nice at all and I will be spending my stay hoping that the Barsala bigwigs develop massive hemorrhoids.

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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 stayed in Room 215 at ***** apartments from 11th of august until 14th. I was advised that morning I could not leave luggage which to me was weird I've travelled a lot but due to my event finishing around 10pm I thought I'd be able to leave my bags. after ******* around and losing hours of my day I found a storage place, all up I paid for 4 ubers and storage unit plus extra phone usage which amounts to a fair amount. This put me out financially however when I finally checked in at 10pm as soon as I arrived I noted some issues were Sub par and immediately tried to contact via the phone number provided. No toilet paper, enough for 1 use left on roll Hair all over floor especially bathroom Shampoo and hair all up shower Walls Stainless steel kitchen areas dirty hand prints very visible on things Dirty towels still very wet and had hair rolled up in them which I am going to put down to them simply rolling up and reusing from last guest It took 30 hours for somebody to provide me with a toilet roll this was after calling emailing etc a huge amount of times Due to my events and not knowing the area I had not been able to purchase any but I assumed after the first night someone would drop some off the next day. I got very angry and did tell them I would have to use their towels/facewashers as a last resort. Also had trouble with a lock and had to call police to come look due to feeling unsafe (they also couldn't work it out)As stated it took 30 hours to be shown that Hotel refusing refund due to me staying here however. Due to their no contact over this time I was unable to check out early and leave as I did not have the funds and they did not contact to give me the option to either transfer rooms or give money back and book elsewhere so I was stuck here.Floors also weren't mopped properly there are markings where I've not even stepped. Recent reviews show other customers have dealt with this also Photos won't upload due to being too big but can email elsewhere

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 called Barsala reservations on 10/30/23 to use my credit of $501.74 they issued me from a previously booked trip that I wasnt able to make. Per Barsala policy (attached) if you contact them prior to arrival, they will issue a credit equal to the price of your stay good for up to 24 months. I attached my text exchanges with the local Barsala guest rep in ******** and the automated texts with the main Barsala guest reservation team dated 12/20/21-1/2/22 confirming this credit for you to review. I also attached my receipt for the trip dated 12/20/21. When I spoke with ******* to rebook the same 2 night stay in the upcoming weeks at the same ******** property, I was informed that Barsala no longer owned properties in the ******** area. In fact, the only ***** city they owned property in was *******, ** , which is a small town 4.5 hrs away from ********. I attached details regarding the distance from ******** and a list of the only cities Barsala owns properties in currently. Barsala has a comparable suite policy (attached) and they were unable to honor it. She said she would be submitting my refund to the financial department for processing and my refund would be returned to my card. 11-13-23 I followed up with a manager and was told that my refund was approved and I should see it in a few days. 12-11-23 I followed up again and was told again that it was approved and but the only person that handles refunds has been out of the office. I told the representative to please have a manager call me because that didnt make sense. 12-18-23 I called Barsala again and was told again that this person was still out but my refund has been approved and it will be processed as soon as they return. I asked again for a manager to return my call. 12-19-23 I called again and the Barsala rep said she was reading the notes and my refund was denied on 12-18-23. She said the notes didnt give a reason and there wasnt a manager available. I asked for a manager to call me. Still waiting.

  Business Response

  Date: 03/05/2024

  Thank you for contacting us about your refund request for your Barsala booking. Upon checking, we must unfortunately inform you that your refund request cannot be accommodated, adhering to the terms agreed upon during the booking process. Our policies aim to maintain fairness and uniformity for all our customers, as stated in the terms and conditions concerning cancellations and refunds. We cannot process a refund for a credit that was already previously accepted by the guest, as per your ****************************************** require further clarification regarding the specific policy terms, please refer to the terms and conditions outlined in our terms of service via our website ********************************************************.

  Customer Answer

  Date: 03/15/2024

  I am not satisfied with the response they provided to my case # ********. They gave their Terms and Conditions as their reason. I provided a screenshot from the Barsala website with the same Terms and Conditions in my complaint dated 1-24-24 with the following quote and it is for this reason I am owed a refund. As stated in the Misc section of the Guest terms on their website. 

   

  *********** reserves the right to move The Guest to a comparable suite at any time during this agreement should circumstances beyond the control of *********** arise.

   

  As I stated in my original complaint on 1-24-24, when I spoke with the representative on 10-30-23 to make a November reservation at The Barsala at the Monarch in ************, I was told that Barsala, Inc did not own any properties in ********, which was my original destination, and they wouldnt be able to honor my credit at a comparable property because they didnt have one. I was even willing to drive to ******, ***********, *******, ******, or any COMPARABLE city. They were unable to accommodate that request so the representative offered me a refund. 

   

  When I followed up to check on my refund, I was told by two additional representatives that it was being processed. It wasnt until my fourth follow up call a month and a half later that I was told the refund was now denied. The representative would not give me an explanation and despite multiple requests for a supervisor to return my calls, I have never received a call or email from Barsala, Inc.

• Initial Complaint

  Date:01/11/2024

  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 Dont Have To Go Into Detail About Amounts And Stuff Like That I Just Want To Let It Be Know About My Problem I Booked Thru Barsala For About 7 Days My First Night Into My Place Their Where Many Roaches And Yes I Have Pictures Of Everything I Just Wanna Be Refunded NOT CREDITED Because Im Never Ever Booking Thru Barsala Again And Im Sure Yall Have This On File Because I Been Called And Been Refunded Credit Which I Am Not Happy About I Would Like To Get My Remaining Balance Back To Me .

  Business Response

  Date: 01/26/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you experienced during your stay with Barsala. The stay was booked on Airbnb on 11/13/2020 for stay dates 12/3/2020 to 12/6/2020. Regarding your request for a refund, Barsala initiated the date modification request to reflect the guests' early checkout (12/4/2020) and refund process through Airbnb, following which it became the guest's responsibility to accept the changes, as per Airbnb's standard operating procedure (screenshot attached).

  Customer Answer

  Date: 01/26/2024

   
  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:12/13/2023

  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.

  On July 3, 2022 booked and paid for hotel through Barsala.com location: Walthalls Lofts Studio, paying $661.00. Room type was for ************* checkin and checkout dates were August 15 to August 22, 2022. Confirmation #: GWYPLM When I learnt our travel dates from *******, ***** had changed, I contacted Barsala in an attempt to modify our checkin/checkout dates to 18 - 25 August. The changed incurred additional cost of $26 with several frustrations. Confirmation #: PCUUXA However, I informed Barsala that I did not want a 1bdrm/1bath room but the studio as originally booked. This was difficult to resolve and the reason for the increase of $26.00. On August 2, 2022 we needed to cancel again because of travel delays. This was the second cancellation from our original booking. A barsala credit was issued with a 24 month expiration date.We made two attempts to book in ******* because the *********** location is no longer an option. Apparently, Barsala reduced their locations; therefore, we would like a "refund'" to our original payment method since our 24 months expiration is approaching.My last email inquiry, we were told our credits had expired until I forward the email traffic that showed differently. I've requested a supervisor contact me but it's been almost a week and no communication. The Barsala company has received $685.37 and we have not travelled to any of their locations to use the $685.37 credit.Our concern, we have had nothing but issues with this company and Barsala locations are limited. Moreover, $700 is a lot of monies to lose if we aren't travelling to ******* / ********* / *********** / ********** / ************ / Midland / ****.And, the high demand locations: ******* / ***** / ***** do not have any availability. Somewhere, Barsala stated after the second cancellation, a credit would be issued back to the original payment method but representatives state that isn't the case and/or policy of such.

  Business Response

  Date: 12/28/2023

  We appreciate your reaching out to us regarding your recent refund request for your Barsala booking. After careful review, we regret to inform you that your refund request has been denied in accordance with the policies agreed upon during the booking process. Our policies are designed to ensure fairness and consistency for all our customers, clearly outline by the terms and conditions related to cancellations and refunds. Unfortunately, based on the specifics of your case, it is determined that the request does not meet the criteria for a refund thus, a credit is issued. We understand that unforeseen circumstances can arise, and we empathize with any inconvenience this may cause. However, adherence to our policies is essential to maintain a fair and transparent system for all our customers. If you have any questions or require further clarification regarding the specific policy terms, please refer to the terms and conditions outlined in our terms of service via our website ********************************************************. Additionally, our customer support team is available to assist you in understanding the details of the policy. We value your understanding and we hope to have the opportunity to serve you in the future.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21001756
  
  I am rejecting this response because:

  On 3 July 2022, we booked for 7 days stay at the ********************** Studio in ******* *********** between 15 - 22 August 2022 because we were relocating from ******* ***** to ***********.  Moreover, *********** is no longer listed as a Barsala option.

  Our 24 months deadline is approaching soon, we have attempted to rescheduled twice based on our approved vacation schedule and potential desire location but due to Barsala reduced property location along with some properties now require a minimum stay of 7 days we have not been able to rebook.  Furthermore, we do not have a 7-day approved vacation schedule.

  Therefore, with Barsala no longer listing *******, *********** has a location option; unable to vacation more than the minimum 7-day requirement; and Barsala refusal to credit back to our original payment method the amount of $685.37 what are our options since services haven't been rendered and/or fulfilled by Barsala? 

  Sincerely,
  
  Ms *************************

  Business Response

  Date: 02/08/2024

  We understand the guest's dissatisfaction and would like to provide clarity regarding our policies. As stated in our terms of service, which were explicitly agreed upon by the guest during the reservation process, refunds are subject to certain conditions and limitations. Upon reviewing the details of the reservation in question, it is evident that our team has diligently followed the established policy. This guest agreed to Barsala credits 2 years ago when the reservation was cancelled and that is what we can honor. While we empathize with the guest's experience and any inconvenience caused, adhering to our terms of service is crucial to maintaining a fair and consistent approach for all our customers. We would like to highlight the specific section of our terms of service that the guest agreed to, which clearly outlines the conditions under which refunds are issued. In cases where cancellations or changes are made after the stipulated deadline, refunds may not be possible. We appreciate your understanding of our position and trust that this information clarifies the situation. If there are any additional details or concerns that need to be addressed, please do not hesitate to contact us directly.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21001756
  
  I am rejecting this response because:

  Our concerns have not been addressed, Barsala has continuously cited the terms of service but nothing has been stated on how Barsala is willing to resolve this situation and assist us, so we do not lose our $685.35 credit for product and services paid for, but product and services not received.

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

  Business Response

  Date: 02/13/2024

  Thank you for contacting us about your refund request for your Barsala booking. Upon checking, we must unfortunately inform you that your refund request cannot be accommodated, adhering to the terms agreed upon during the booking process. Our policies aim to maintain fairness and uniformity for all our customers, as stated in the terms and conditions concerning cancellations and refunds. We cannot process a refund for a credit that was already previously accepted by the guest, as per your ****************************************** require further clarification regarding the specific policy terms, please refer to the terms and conditions outlined in our terms of service via our website ********************************************************.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21001756
  
  I am rejecting this response because I have asked a different question on how to resolve since a refund cannot be issued against my July 2022 booking NOT 2021.

  Possibly this complaint should be escalated to senior management for them to properly address the question in addition to a resolution that is suitable to both parties with my 24 months approaching.

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

• Initial Complaint

  Date:06/27/2023

  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.

  On June 8th I called Barsala and the representative told me there was only one room available for their ******* location on the dates I wished to reserve. She told me I had to make the reservation immediately.Following the call I booked through the Barsala website using almost $2,000 of my own money and paying the rest with Affirm to book this last available room.On June 8th at 9:30 pm I received a confirmation of my reservation. At this time I completed the background check and check-in. After traveling down to *******, at June 9th at 2:41 pm (two hours before check in) I received a text messaged saying my reservation was canceled, and that they have no more units available. After texting them asking for the reasoning, they stated that the unit was being used for a storage room, and that they are trying to resolved the issue. After this text, they refused to answer any of my 8 messages sent between June 9-27th.I went to the office in ******* to talk to a manager in person. They told me that Barsala had been aware the unit was used for storage for months but had not took it off their website. I expressed to them that the reservation had all my money, and I would not be able to afford separate accommodations and asked what they could do to help me not be homeless after traveling to *******. Manager stated she would get back to me about arranging a different room for me and gave me her number. After following up with the manager she said there was nothing they can do since they would refund me in 3-5 business days, leaving me homeless in a state I am not from with no solutions. I waited 5 business days, and no refund. I attempted to contact ****** who told me to contact Barsala as they had no record of a refund. After trying to text Barsala about the refund I received no response. Its been over 10 business days. After I spoke to a representative on the phone today, they admitted they had never processed my refund.

  Business Response

  Date: 10/31/2023

  We are sorry that this guest did not have a positive experience. We strive to provide consistent and great accommodations for our guests, and this is definitely not the experience we want them to have. We issued a full refund for their booking in the amount of $6.195.81 on 6/30/2023 and the receipt was sent to the guest.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20245146
  
  I am rejecting this response because the business was supposed to give me a refund weeks before hand, leaving me without $6000 for three weeks and without any other accommodations. As a student that was left homeless this summer if it wasnt for the ***** of friends and family, just stating that you issued a refund is not satisfactory. Thank you. 
  
  Sincerely,
  
  Rosajunely *********

• Initial Complaint

  Date:11/15/2022

  Type:Billing 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.

  10 of 31 Re: extended stay rip off *********************** <****************************>Oct 7, 2022, 10:40 AM to Barsala hello, I had booked for one month and one day of staying at the Koz in ******** ******. I was successful at staying at that lodging and when the ending came I let the manager know that I had covid and would like to extend my stay because I had to stay and isolate. I asked her if she would accept me for 10 days and the rate we agreed upon was $78 a day. I didn't notice at first that I was being charged and super large amount of money everyday some even equaling up to over $900. the manager knew that I was very ill with covid-19 and it had broken my foot looking at my phone was the least of my worries and knowing that 10 days were already paid for it it was a relief to me to not have to respond to having to pay for it everyday. however that was not the case. the housekeeper stopped by once asking me if I was going to continue and extend my stay.I was puzzled but like I told them I had covid please don't enter. also I broke my phone so communication with ******* was a bit complicated. celebrity the only authorization that I approved was for the extension of 10 days at the rate of $78 a day not for daily rates and certainly not for over 900 for one day who would do that, I feel like I'm taking advantage of because she kne w that I was sick in bed unlikely to be keeping up on my daily transactions, knowing I lost my phone and not being able to keep up on my daily transactions, and in a lot of pain and literally not able to leave. once I learned that I was being charged daily which I had originally assumed it was $78 daily charges I booked again for another 7 days so that I can finish out my isolation quarantine and also for the the seven day extension, would be the only way I could afford to do it since she was not going to obligate to the $78 total which I originally thought I was spending. i I wish someone could put themselves in my position sick in bed and

  Business Response

  Date: 10/31/2023

  We're sorry to hear that the guest did not have a positive experience. Upon checking the bookings and charges made for her reservations, it shows that the guest was charge the correct amount and not the $900 per day as she was claiming. If the guest has evidence that suggests differently, we respectfully request to have receipts sent to Barsala and we will duly consider any such additional evidence.

  Customer Answer

  Date: 11/01/2023

  Complaint #******** I am trying to come up with a response to the business regarding my complaint to barsala for overcharging me for many nights when I read there what they said to me and the things that were incorrect in their email to me I am so frustrated but my question I'm not satisfied with the response from Barcelona. Can I ask them to show me the documents they are using in order to justify their allegations.

  Business Response

  Date: 03/21/2024

  Our records indicate the guest was charged the correct amount for their stay. If the guest has evidence that suggests differently, we respectfully request to have receipts sent to Barsala and we will duly consider any such additional evidence.

• Initial Complaint

  Date:10/13/2022

  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 October 7, 2022, I reserved an apartment in ********, ** with Barsala via their website (confirmation number KOEWFH) for 31 days, checking in on October 15, 2022.After reviewing more reviews online about the collection of guest personal and private data via ****** forms from previous guests, I called and emailed Barsala to inquire about how guest information is collected, who has access, and how the information is stored. This information isn't listed on their terms of service. I called customer service at ************ On 10/9, and the support rep couldn't provide the answers to my questions. She offered to cancel my reservation for a refund, and I declined at that time; however, the rep did mention someone would contact me from management to answer my questions/concerns. A manager never called. On October 11, I emailed several Barsala employees requesting to know how my personal and identifiable information was collected and stored and who has access. I received no response from corporate.On October 12, I received an email titled "Check-In Instructions..." and a text message advising me to complete the check-in process. While checking in on their app, I was prompted to input payment details for an incidental fee of $300 that would be refunded after check-out. I wasn't aware of this additional fee (considering I already paid a deposit waiver and other fees), and it wasn't disclosed in the listing or terms of service. Unable to skip this fee, I continued checking in, and $300 was charged to my credit card. In the check-in email instructions I received on 10/12, I noticed that the apartment has an audio/noise monitoring device in the *** section. This information wasn't disclosed in the property listing or terms of service. I do not feel comfortable staying in a place with these types of devices, and it's an invasion of privacy.The customer support rep was very argumentative and refused to cancel my reservation on 10/12/22.

  Business Response

  Date: 11/08/2022

  We understand the guests' concerns and we're committed to provide the best experience possible. On the use of private information, we manage this information only for security purposes. This is not shared outside of the safety check processes we are required to do to guarantee the safety of all current and new guests. Also, on the incidental fee, we communicate this in the "Terms of Service" (section "Authorization") that every guest confirms to have read before booking the unit on Barsala.com  

  In any case, we understand the guest preferred not to stay in the unit and we are happy to accommodate when possible. As soon as we got the report from the guest we tried to issue a refund, but the guest had already requested a chargeback on their payment method, so we couldn't process the refund anymore. Also, the private information from this guest has been deleted permanently from our servers.

  We apologize for any inconvenience this has caused, and we thank you for your feedback.

   

  Barsala

   
  

  Customer Answer

  Date: 11/09/2022

   
  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,
  
  ***********************