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:06/13/2024

  Type:Customer Service 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 or around February 9, 2024, I booked 2 apartments with *********** for Chase Street Properties located at ** * ********* ***** ****** ********** ****** Free Indoor Parking. Check in February 29 Check out March 3, 2024.
  Total amount paid in advance, $1477.66 put on my personal credit card.
  The apartments were described as Penthouse Apartments with accommodations for 11 people.
  On February 27, 2024, I received a direct message from the Chase Street Properties indicating the booked units had been affected by a maintenance issue in the building and would not be ready prior to our arrival. This was a 2-day notice. The property representative sent several correspondences indicating that they could offer me a 2-bedroom unit and a 1-bedroom unit "just like the ones I booked in our sister location, now at *** ** ******* ******, 3 blocks North from the original building" that I booked or a refund.
  I asked could I see pictures of the new location and I asked that the booking info be updated to reflect the new location. I did not receive pictures, nor was my original booking updated.
  February 29, 10 of my girlfriends and I arrived in Baltimore Maryland at the location of *** ** ******* ******, and it was a travesty, it was deplorable, it had roaches, and appeared to be a hostel or a brothel, due to the condition we needed a refund.
  I contacted Property Manager to no avail and then ***********
  I found a ******** at Baltimore Inner Harbor and immediately booked three rooms to accommodate me and my 10 guests, while on the phone with booking .com representative.
  After about an hour and a half of communication I was promised a refund after submittal of proof. I sent the photos with the roaches. I was also sent a promise of refund in writing. I have yet to receive the refund. I contacted my credit card company, and the reversal was charged back on May 18, 2024. *********** has made me submit the same information at least three times and I have obliged. Please help me.

  Business Response

  Date: 06/28/2024

  Guest provided a fraudulent credit card and her credit card company initiated a dispute of the charge which it was fully refunded to the consumer.

  Attached is *********** proof of the back charge dispute and proof of the booking made online and never paid by the consumer

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I hope this company is shut down. They are crooks. I have submitted every proof to show all documentation of the charge. I have not received a refund. I have submitted proof that my card which is not fraudulent has not been refunded. *********** has also not refunded me. They have also emailed me saying that they are awaiting response from Chase Properties. This company is fraudulent and needs to face consequences! They are going out of their way to steal money from me instead of just issuing me a refund. Please make them provide PROOF of a refund as my statement reflects no refund on my credit card. And I have submitted the documents to proof it. Their responses are mere attempts to further delay my refund that I have been patiently waiting for since February 2024 it is July! 
  

  Please help me!!!
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service 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.

  Gonzalo is supposedly the owner of 40+ properties in Baltimore, MD, and he rents them out on ******. We booked a location well in advance and paid the deposit. We saw reviews about Gonzalo cancelling rentals last minute, so we politely inquired, well in advance. We received a fairly pointed and rude response telling us how many people have cancelled on him, suggesting he is a victim. I said we understood his frustration, but we were just checking to make sure we had a place to stay. We paid the deposit and continued with the plans to stay at his property. Less than 48 hours of our scheduled check in, I saw a reversal on my CC statement. That immediately was a red flag and sure enough, Gonzalo had cancelled our reservation. This gave us very little time to make arrangements as Baltimore had several events that weekend. My wife has stage IV breast cancer, and we do not know how many trips we can take like this anymore, as we also have 3 children under 5 years old. We were supposed to share the location with two close friends, and we all had to scramble and find new arrangements. This ended up costing more than double the previous amount and put us in distant locations. I hope this never happens to anyone else, and Gonzalo should never be allowed rent another property again.

  Business Response

  Date: 10/17/2023

  Guest made a reservation using a third party booker, not a direct booking with our company.

  few days prior to his arrival, the previous guest that came thru the same booking company thrashed our property and made impossible to be able to host this guest on time due to an unforeseen circumstance.

  Also, I would like to point out that unforeseen circumstances related to short fully furnished rentals always happen and many times are out of our control.

  we informed the guest politely the reason why we canceled his booking and also explained that the number of cancellations from guest to host are much higher than cancellations from host to guest.

  lastly, we reserve the right to host guest at any time and to cancel their bookings at any time. This is legally our right.

  Hoping to put closure to this situation and making sure that when anyone makes a booking online, those bookings legally can be canceled by any of the two parties, host and host alike.

  wish this guest all the best.

   

  Gonzalo J****

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The host was not communicative whatsoever.  I had to find out from my credit card company less than 48 hours prior that there was a reversal.  If this truly happened, I am sure there are pictures and communication with the previous renter.  Why was this not sent along with the hosts response?  This host has been reviewed many times of doing the same thing to others.  We did not cancel on the host, so their explanation regarding “guests cancel more than the hosts” is irrelevant.  The fact of the matter is; the host found that due to the events and higher demand for the weekend, they could cancel our booking and make more money renting it to some one else.  It’s bad business, and the BBB of Maryland has a responsibility to stop this type of poor business practice.  Thank you for your time.  

  
  
  
  Sincerely,
  
  
  
  **** ****