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:12/07/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 November 21st 2023 my fianc (*******) and I (*******) booked a stay with The Cloud located at ******************************************************************************************** from Dec 3rd - Dec 6th. Once we arrived to ********** at the airport, we received a text from ****** (owner) asking if we can come later than our check in time due to cleaning purposes from the previous guests. It was hard to find the location due to how the address is posted on the booking site (booking.com). After driving around & speaking with ****** he stated the correct address over the phone and we found it. No one was there to greet us. We were given instructions to enter a code at the entrance and go to 3rd floor where we would find keys in a hat outside the room. We entered the room and was hit with a smell that was disgusting. The unit windows were open and the furniture wreaked of a foul odor. The appliance, furniture, and rugs were dirty. Also there were stairs that led to a room upstairs which was blocked off by ropes. Me and my fianc heard noises from above and seen lights on as well. At this point we did not feel safe and couldnt bare the smell. We called ****** and informed him of what we were encountering and he stated the windows should be open and there should not be a smell also someone lives upstairs but they are not there at the moment. He asked if we could wait til the morning and leave out and he would pay for tea while the cleaning services come and clean the unit again. We told him we could not sleep with the smell and asked to be moved to another unit or be refunded as we would leave and find another place to stay. He said he would come over and see what he can do so we waited and a lady came to the door saying she was the apartment manager. She came in smelling the furniture and going through the unit asking where exactly do we think the smell is coming from. We told her the couch has a very strong odor as well as the bedroom. She admit the furniture is not clean as it should be and as far the smell maybe she is used to the odor. She called the owner and said he would be on his way in 10 minutes. She left out and (******) the owner called my fianc and told her there is nothing he can do. She asked for a refund and he said there is no way he can do that. Before speaking with him ******* spoke with (booking.com) to let them know the situation and they said they would initiate the refund but the owner has to complete it. ******* told the owner this and he said he will not do that and hung up. We vacated the premises immediately and returned the keys back to where we found them originally. We stayed in the unit from Dec 3rd. 4:30PM-7PM. I am hoping to get a refund and share my experience about this establishment. Overall the customer service was bad and the living conditions is poor. The total of the stay was $770.93