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:21/06/2024

  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.

  Summarized experience with Global Stay
  
  *********** ********** Feb 12th 2024.
  
  Lengthy and tedious check in process, required submitting government ID picture by email.
  
  Had to wait over 30 minutes to get access to building, communicating back and forth with Global Stay by phone and email and kept being told to wait another 5 minutes. Finally the security guard at the front desk let us in.
  
  Condo furnished with **** furniture, not as pictured on reservation site.
  
  No parking available despite how the unit was advertised.
  
  Feb 13th 2024, sent communication to Global Stay advising of no running water in shower, vanity and kitchen sink. ***** ******** No warnings of water being shut off. ******* ******* ** ****** **** ******* ******** ******* ******* *** ****** *********. Asked for refund due to Global Stay breaching its obligation to me as a short-term tenant.
  
  March 9th 2024, ***, Manager of Global Stay Team, advised that "building management is obliged to provide all amenities that are in charge of theirs, such as parking availabilities, water supplements provided."
  
  March 10th, 2024 - I requested the contractual documents and policies that obligate the building management to be directly responsible to Global Stay’s short-term renters.
  
  March 21, 2024 - reply from ******, Manager Global Stay Team, "We consider this case closed as per last message by my colleague"
  
  April 2, 2024 requested again the contractual documents that obligate the building management to be responsible for issues encountered by Global Stay short-term tenants.
  
  No reply from Global Stay.
  
  ******* ******

  Business Response

  Date: 08/07/2024

  Hello!
  
  Please be aware that:
  1. The listing itself has information in regards of apartment description, stating:
  "Please be advised we have several apartments with the same layout, colors may differ."
  There was no compliance or otherwise is not relevant in regards of **** furniture, as property has fine furniture. There were no photos provided in regards of the apartment's condition or even taken during the stay of yours;
  2. You have received a self check-in instruction the moment last requirement was fulfilled, which why you experienced a delay;
  3. Requirements were stated in the listing and guest was acknowledged about them (as we are to register guests in condominium so they'd have access inside);
  4. In regards of both water absence and parking spot unavailability - you were notified that the cause of issue was done not by host (Globalstay), but condominium. Due to of nature of events happened to the building itself, guests shall readdress such complaints to the building management. We couldn't influence on them nor prevent at all, as it's in the regulation of the building management, which we have no such relation. 
  
  

  Customer Answer

  Date: 28/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  With respect to the responses provided by the business: 

  
  1. I’m not even sure what they are trying to say. The unit was not furnished as advertised on ******* (the platform we used to book); 
  

  2. The check-in process was very lengthy and tedious. We were asked to submit pictures of government ID by email. We kept communicating with Global Stay by phone and email and kept being told to wait. No one from Global Stay assisted us with getting access to the building. We had to get let in by a security guard. **** ***** **** **** ****** *** ****** *** *************. ** *** ******* *** ** ***** ****** *** *** ** **** ********* ** ******** **** ** ****. 
  

  3. “Requirements were stated in the listing”. We were not told that no parking would be available. We were not told there would be no running water. ********* ** ** *** ***** ***** ** ***** **** ****** ********** 
  

  4. As a provider of short-term rental accommodations, GlobalStay is responsible to me, as the party who contracted with them for short-term accommodation. I have no contractual relationship with the building management. When GlobalStay gave me this response previously, I asked for copies of the contractual documents and policies that would obligate the building management to address these issues with me directly. None were provided. The response from GlobalStay was that they considered the case closed. I again requested documentation supporting their statement. None was provided. ********** ******** ******* ******** ******* ******* *** ****** ********* ** *** ****** ******* ***** ********* *** ** ** ********** ******** ******* **** **** *** ** *** ***** ******* *** a full refund of the stay would have been an easy and exceedingly reasonable solution. ******** **** **** ** *** *** ****** *** * ****** ** *********** *** **** **** ** *** **** *** ******* ***** ***** ** ******** ******* *** **** ********** I would still like GlobalStay to provide me with a refund.
  
  

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

  Business Response

  Date: 06/10/2024

  Dear ******* ****** ***

   

  1. Note that the listing on each booking platform leads not to the exact apartment, but to the choice between several units in 1 listing. The main listing account contains multiple photos, while each unit has their own photos *********** * *********

  2. You were notified multiple times about requirements starting from the reservation was created through *******.com. Unfortunately, since your case refers to reservation that was half a year ago, conversation on *******.com was not saved.

  3. Yet, the apartment type you received was the same one as booked (1 bedroom apartment)

  4. The parking issue that happened during your stay occurred unexpectedly, and by that:

  5. The concern of facilities provided by the condominium are in responsibility of the condominium, not the host. Unless host fails to provide with amenities they belong - it's their responsibility to be discussed with all sides. 

• Initial Complaint

  Date:20/12/2023

  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.

  We rented with Globalstays property on Nov 3rd for a stay Nov 22-26 2023. A few days prior we had them cancel on us due to a "glitch" with their system, which was quickly resolved.
  
  We were sent the check in instructions and house rules. On the day of the 22nd, we land in Toronto from Vancouver. We receive an email that again the property was cancelled. Lots of back and forth later, we ended up paying Globalstays directly instead of having a protection of a 3rd party booking site. This was our first red flag with them as either they wanted to cut the fees from them and this would not have another company involved for our protection.
  
  Stay was passable, had some minor issues but the problems occurred when we left. As per the rules, there was a fee of $15 per garbage bag even tho we've paid $200 for a cleaning fee. As ridiculous as this was, we cleaned and removed ALL garbage from the unit.
  
  A few days pass and we did not receive our deposit of $500 back. After reaching out, we receive and email saying there was 2 FULL garbage bags and a fee of $30 is assessed. We spent a few days back and forth speaking with the manager Par. In the end he blatantly ignored for my calls. All I asked was what in the world could be in these garbage bags as we have removed all traces of trash. He ended up just emailing and said the cleaners do not remember and the charge is valid.
  
  Honestly, it is not even about the $30 fee. It's about how a company like this can do this to people and not show evidence of what is in the bags. Then completely having no customer service. I have included screenshots of the emails and one they mistakenly sent to us charging another person this "garbage bag fee" which I am not surprised if they do this to all there guest.

  Business Response

  Date: 04/01/2024

  Hello ******* ***.

   

  We were as well displeased with the fact that your reservation was cancelled without any reason by the booking platform, as we were also informed by the booking platform that your reservation was cancelled free of charge and nothing more.

  The fact that cleaning team reported 2 big garbage bags collected during the cleaning of the property (and as a matter of fact, cleaning fee does NOT include garbage disposal) we had to take $30 CAD for 2 bags found in the property.

  As a final explanation, we can't acknowledge you any longer about the garbage collected and what was inside since a period of time passed.

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is some poor response probably generated by chatGPT. 
  
  I understand “time has passed” but we were originally speaking a few days after the incident and you began ignoring and dodging my calls. Is there a possibility that the garbage is for the downstairs’ rental that was occupied too? Like I said all I wanted was an explanation which clearly you guys cannot provide still.
  

  Also trying to warn everyone about this. 
  

  Business Response

  Date: 09/01/2024

  This fact can be definitely confirmed since the last stay of basement ended the day of your check-out and there was a different notifciation guests received. This garbage was collected from the upper part of house.

  Customer Answer

  Date: 15/01/2024

  
  
  Complaint: ********
  
  
  The basement guest DID NOT check out same day as us. I know this because they left Saturday and there was new guest Sunday. This is why I think your system is extremely flawed and incorrect if you cannot even keep track of when your guest leave and go. 
  

  Like I’ve said, I know in the end you cannot prove what’s in the bag so I suggest you use clear bags or have a better system or include the garbage fee with it your cleaning fee.  

  Business Response

  Date: 17/01/2024

  Dear Representative of BBB,

   

  We do not accept claim of the guest because there are:
  1. Valid proof of house rule violation (garbage left in the property);
  2. There's a valid proof showing the exact breakdown;
  3. The guest's claim is invalid because there's no specific task for our cleaning team to track each garbage type in the garbage. Whatever considered as garbage is collected into trash bag and disposed. Guest as well didn't provide us with any notification about somewhat left in the property, but there's a valid proof from our side and can be shown again from real time (recorded conversation (monitor from video camera)) but with sent directly to BBB to conceal personal information of our cleaning staff (phone numbers).

• Initial Complaint

  Date:05/10/2023

  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.

  I rented a property for three nights in ****** Ontario.
  
  I was asked to give the company a $1000 damage deposit for the rental.
  
  I called once day after my checkout and they said that there was no damage and I would receive my deposit by the end of the week.
  
  The end of the week came and I did not have it back.
  
  I called them the following Monday and they said it was on its way.
  
  On the Thursday (miraculously) after 13 days they “found” damage to the door lock.
  
  To add some info the entire property needed to be repaired, it was filthy, and the customer service the entire stay was awful.
  
  I did not damage the property *** *** ** ***** ******* ****** *** *** ***** ****** **** **** *******.
  
  I contacted them and they have since been ignoring my calls. They have ******* me my damages deposit.

  Business Response

  Date: 20/10/2023

  Hello!
  
  Thank you for paying concern about your stay and the status of security
  deposit.
  
  Globalstay
  INC. is a private apartment rental company that arranges reservations on many
  booking platforms, such as Global-stay.com, ******.com, *******.com, *******.com and ****.com. In order to make sure that the guest will stay with
  us we ask guests to complete couple of requirements stated in the listing.
  After that, the guest receives check-in instruction.
  
  One of requirements
  is refundable security deposit’s payment being collected by ****** (commonly),
  which the guest did.  According to our policy,
  “The refundable security deposit is automatically refunded within 7 days
  after check-out, unless damage, smoking or excessive noise occurs during your
  stay, in which case security deposit will not be refunded.”. Since the
  guest left damage, we had to start an investigation to estimate prices by the
  financial department and to approve the damage (if it was done by the guest or
  already existed as a permanent due to of past guests/unforeseen events and circumstances).
  
  ***** ******* left damage of broken August smart lock after her stay. According to
  previous guests’ stays there were no notifications of such damage type and the
  exact issue was reported the date of guest’s check-out by the cleaning team.
  
  ** *** ********* photos with time stamps of the guest’s check-out, the reservation
  itself (to see data of their stay), the video showing the lock being broken.
  
  The video ******* ****** **********************************************************************************
  
  The charge
  of $450 CAD is estimated by the inner price list and is confirmed by Globalstay.
  
  Thank you.

  Customer Answer

  Date: 20/10/2023

  
  
  Complaint: ********
  
  
  
  Thank you so much for the response I have been trying to
  call you though I do believe you have either been ignoring my calls or have
  blocked my number.
  I have reviewed the ******** files and read through your response,
  and I will be rejecting it.
  The door lock photo and video you have provided to me does
  not prove that there was any damage on my behalf. This door lock is a piece of
  technology that connects to the internet to then be accessed from off-site. The
  issue that you are having with the door lock is that it was no longer locking (not
  user damage but rather wear and tear on the unit/technology malfunction). You
  should contact the manufacturer and ask them for help instead of attempting to ***** money and blame technology malfunction on the renter.
  There is no physical damage to the unit, there are no
  scratches, it is not ripped off the door ETC. The technology part of the door
  lock is the issue and that is not my fault or anyone else’s that stayed at your
  unit.
  I am not sure why now, after over a month I am receiving a
  photo of the BBQ but I am assuming that you now have an issue with it?
  I would like to first say, that as stated when we arrived at
  your rental the unit itself was in poor condition and dirty including the BBQ.
  While at your rental we did use the BBQ to cook two single burgers. After
  looking at the photos it does seem as though you need to run a BBQ cleaning
  brush over the grill (which was not provided to us during our stay).
  Again, I am rejecting this.
  Also, I would like to thank you for adding photos and video
  proof to further prove that we did not physically damage the door lock during
  our stay and I will be forwarding these photos to the fraud department of my
  bank.
  If you would like to settled this agreement I am asking for
  a full refund of my deposit from our stay.
  Thank you very much,
  
  ******* *****

  Business Response

  Date: 24/10/2023

  Unfortunately, previous reports and records of guests' notes in the past did not show such exact damage type. Moreover, right after your departure next guests informed us that the August smartlock didn't work properly at all (for the confidentiality and privacy of our guests we are not sharing the communication screenshots with the guest). There are no reasons of manufacturers to be involved as the particular report submitted by the cleaning team mentions this exact damage found in the property right after your stay.
  The BBQ information was not mentioned in the report to you since there's no reason of penalizing for its' dirtiness as there are no restrictions/special requests in the house rules **** ********** ********).
  Lastly, the guest has a full right of submitting any findings in order to make sure their security deposit will be refunded in future. If property's condition was unsatisfying, the guest should have either reported it during the stay of theirs or can reflect their opinion on the booking's platform by leaving a review. 
  In accordance to all points we have no choice but to stand on the decision of ours as there are all evidences provided and there are no reason of omitting the point of charging the amount for replacement of August smartlock.