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:06/03/2025

  Type:Service or Repair 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 fully-furnished apartment in ************* through the ************************** website for March 30 - April 30, 2025. Rental payment to Blueground included a $750 security deposit. Despite several attempts to get my security deposit back, neither Blueground nor the owner of the apartment has re-paid the deposit. There was no damage that would justify keeping the deposit. Blueground and the owner ignore emails. **************** is unhelpful.

  Business Response

  Date: 06/11/2025

  Dear ******,
  Thank you for your review, and were very sorry for the inconvenience you experienced. We understand how important it is to receive your security deposit back in a timely manner.
  According to our records, the deposit has now been refunded. If you have any further questions or need additional assistance, please feel free to reach out to us directly.
  Best regards,
  The Blueground Team

• Initial Complaint

  Date:05/29/2025

  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.

  Blueground has failed to return my security deposit despite me vacating the property over 2.5 months ago and receiving confirmation post move-out that I left the property in perfect condition and would be receiving a full refund within 2-3 weeks. I have made several attempts to contacts them, landing with a different member of their support team each time and then never hearing back again despite multiple follow-ups over email and phone.

  Business Response

  Date: 06/05/2025

  Dear *** **************** you for your feedback, and were sorry for the inconvenience you have experienced. We fully understand your frustration.
  Kindly note that our accounting team has informed us that the deposit was returned last week.
  If you have any further questions, please dont hesitate to contact us directly we will be happy to assist.
  Best regards,

  The Blueground Team

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising 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 have been renting short-term apartments from Blueground since August 2025. My most recent two rentals have been quite dirty. I supplied photos to Blueground and they offered me two options: a free cleaning or $100 refund from the $425 I pre-paid before move-in. I accepted the $100 but felt they should have refunded me the full amount of the cleaning fee. I did not want another cleaning because I wasnt confident in clean service they provide. I recently moved from one unit to a new unit. Its new reservation with a new cleaning fee and the new unit if also very dirty. I have paid Blueground $850 for cleaning fees but the units are not clean upon move in so Im having to clean myself. Hair, dust, lint trap not cleaned, stains, uncleaned stove, uncleaned refrigerator. The cleaners left a Hydroflask full of water on the counter that I had to bring to the leasing office.

  Business Response

  Date: 06/05/2025

  Hello *****,

  
  Thank you for your feedback, and I apologize for the inconvenience regarding the cleaning in your apartment.
  This is certainly not the level of service we strive to provide.
  I understand that the issue has now been resolved.

  If you have any further questions, please dont hesitate to contact us directly.

  
  Best regards,

  Customer Answer

  Date: 06/05/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising 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 have requested for an extension with the rental company, and have promptly paid in full. The payment was done on the same day they have emailed me, and the transaction was successful. That was on Friday within their work hours (PST). On Monday morning, I received a sudden email saying that they had double booked the rental and would require me to leave. I have already made two plans based on the extension and the fact that my transaction was successful. 1. I changed my flight home 2. I booked another trip in the middle I am unprepared to move out, have not made plans to pack and store my items. I have tried to call and email and contact the team multiple ways on app, phone and through email. No one is responding to me or my repeated message for assistance. I have not received a confirmation for refund of my successful payment either. This is an extremely harrowing experience, and they are basically throwing us out of the apartment with no explanation or someone that can respond to my questions. I hope you understand I would not be here if they had responded or if the payment was unsuccessful.

  Customer Answer

  Date: 04/30/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ***
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2025

  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.

  Booked a reservation with Blueground booking code: *********; property code ******* Submitted two payment installments:$4,277.64 on March 10 $5,282.81 on March 10 I cancelled the reservation prior to the 15 day cancellation date to be charged a half months rent.I received a confirmation of the cancellation and a note that says refunds can take up to 7 business days. It has now been in excess of that, customer service has not responded to my requests, and i want to demand my refund asap.

  Business Response

  Date: 04/23/2025

  Dear *******,
  Thank you for your feedback, and we apologize for the inconvenience.
  Please note that the refund was processed on April 8th, and the funds should already have reached the account you provided.
  If you have any further questions, feel free to contact us directly at ******************************************************************.
  Best regards,
  The Blueground Team

• Initial Complaint

  Date:04/17/2025

  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.

  Booked a furnished apartment in ***********, ** for $3,380 per month. Reservation confirmed and deposit made. Today I received this email from Blueground Unfortunately there is a significant pricing error for your booking at ********************************************************************. I understand this is **************** resolve this, we can offer these options:Keep the unit: The correct monthly rental rate $4970 + utilities and fees.They are continuing to advertise the lower rate on their website. Not sure how they can continue to advertise an incorrect rate. Definitely a fraudulent company that should not be in business. Corporations should also be aware of their fraudulent activites

  Business Response

  Date: 04/25/2025

  Dear ********,
  Thank you for your feedback, and we apologize for the inconvenience caused this is certainly not the level of service we aim to provide.
  Following an internal discussion, the local team confirmed that a full refund has already been issued. Therefore, we believe the term fraudulent may not accurately apply in this case.
  We will not be proceeding with this booking, and were sorry that it didnt work out.
  Please feel free to reach out if you have any further questions.
  Best regards,
  The Team Blueground

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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 WAS REFERRED TO THIS COMPANY BECAUSE I WAS LOOKING FOR A FURNISHED APT WITH SOME SERVICE WHERE I CAN HAVE SAFETY AND BE ABLE TO WORK FROM HOME AS I'M A SINGLE FEMALE PROFESSIONAL (ARCHITECT). I HAVE BEEN EXPERIENCING LOUD NOISE AS WELL AS HARASSMENT AND VIOLENCE COMING FROM THE NEIGHBOUR NEXT DOOR. THIS HAS NOT ONLY AFFECTED MY WORK BUT ALSO MY HEALTH. THE NEIGHBOURS CONSTANTLY PLAY LOUD MUSIC DAY AND NIGHT AND ON *** ****** THROW PARTIES AND AT TIMES GET VIOLENT. I HAVE CALLED THE POLICE FEW TIMES AND THEY ALSO WROTE HARASSMENT REPORTS WHEN I EXPERIENCED A ****** OF TRAUMATIC INCIDENTS WITH THE NEIGHBOUR. BLUE GROUND NEVER TOOK THIS SERIOUSLY. THEY CAME UP WITH OPTIONS WHICH NONE OF THEM COULD HELP ME AND PUT ME UNDER MORE PRESSURE. AFTER A MAJOR HARASSMENT INCIDENT I TRIED TO CONTACT THE MANGER AND ASK FOR HELP, SHE COMPLETELY IGNORED ME FOR A COUPLE OF DAYS AND DIDN'T REPLY UNTIL I MESSAGED THE VICE PRESIDENT ON ********. SHE THEN CAME UP WITH OPTIONS WHICH AGAIN NONE OF THEM WORKED FOR ME. HOWEVER, I WAS UNDER SO MUCH PRESSURE THAT I HAD TO AGREE, BUT EVERYTIME I AGREED SHE CHANGED HER WORDS AND CHANGED THE CONDITION SO THAT I COULDN'T GO AHEAD WITH RELOCATION. THEY HAD TWO UNITS AVAILABLE AND DESPITE SEEING MY STRESSED OUT AND EXHAUSTED SITUATION THEY REFUSED TO HELP! I EVEN EMAILED THE CEO DIRECTLY BUT GOT NO RESPONSE AT ALL!!ANOTHER MAJOR INCIDENT HAPPENED LAST NIGHT AND I HAD THE POLICE AT MY DOOR, WHICH I EMAILED AND PROVIDED THEM WITH THE INFORMATION AND STILL NOTHING! WHEN THE MANGER SAW ME DESPERATE WITH MY OPTIONS AS I'M FROM ********* AND DON'T HAVE FAMILY HERE, SHE EVEM MENTIONED THAT THEIR OFFER IS NOT VALID ANYMORE AND SHE ASKED ME TO LEAVE INSTEAD!! I CAN'T BELIEVE HOW IRRESPONSIBLE AND DISGUSTINGLY CRUEL THEIR COMPANY OPERATES. I WOKE UP THIS MORNING FEELING NUMB ON THE **** HAND SIDE OF MY BODY FROM STRESS AND PRESSURE OF THIS SITUATION. THIS COMPANY IS RESPONSIBLE FOR MY HEALTH AND THE TIME THAT I HAVE LOST AT WORK SINCE 21ST OF FEB.

  Business Response

  Date: 03/26/2025

  Hello ******************************** *************** ***** *** *** **** *********

  
  As soon as you informed us about noise in the building, we escalated the matter to building management and requested that they inform the neighbor. This was the extent of our control over the situation, as communal living can sometimes involve noise.

  
  When you called the police, we received an email from the building management stating that this was unnecessary, as the noise level did not justify such action.
  You requested to be relocated to another unit within the same building, despite stating that you felt harassed. The unit you requested was larger than your current one, which we could not offer. However, we waived the relocation fees and proposed an alternative studio in the same building, which you declined, as you only wanted a larger apartment at no additional cost. This request was not reasonable given the circumstances.

  
  Additionally, we offered an early termination with a full refund, but you declined that option as well.

  
  Please note that if rent is not paid on time, we will have to proceed with legal action. Should you have any further questions, feel free to reach out directly to our support team.

  
  Best regards,

  The Bueground Team

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  First of all, this is not a feedback, this is a complaint. 
  Secondly, you never mentioned that ****** has told you anything regarding the severity of the noise. I am attaching my neurologist's letter whom I visited yesterday due to the health damages I experienced for neighbour's harassment. I also spoke to ********* CEO's representative as ****** was not able to resolve this issue. She was in fact extremely sorry for this incident and that not one has helped me so far in this matter. The police report regarding harassment is also another evidence that the violence was serious, so you have no excuse in saying that you thought the situation was not serious, it is in fact a matter that the criminal court looks after. Furthermore even if ****** told you it's not important, didn't you hear me on the phone sick and stressed out ?? Did you even care about my condition? This shows you have no respect for your guests and their health condition. Well now you see in the doctor's letter!
  I would also like to remind you that your staff offered me two options originally, either to get compensation for the affected days due to this incident or relocation free of charge. I didn't choose any of the options as none of them suit me. I only two months and few days left from my contract and as I had informed your sales manager prior to these incidents I would like to relocate to a larger apartment. Hence, moving to a same size unit and hence, twice within two months while I have already lost few weeks at work is impossible. That's why I was interested in the larger unit. Hence, I did not make a choice and asked to speak with your manager. 
  Your manger did not get back to me unto I contacted your vice president- so this shows how irresponsible she is in looking after urgent situations. She did not accept to cover the rent difference despite the fact that she could see the damages to my life condition. She then offered to cover $300 which I had to accept but because I couldn't move again I asked to renew the lease for 12 months and asked whether the $300 reduction can be applied to the 12 months lease. She said that the $300 reduction is only applied to the first two months and the rest of the lease will be full rent. I still accepted due to my condition but the moment I said yes, she changed her words saying no actually you now have two options; if you want to renew for 12 months you will not get any discount for the first 2 months and you will have to pay the full rent from the beginning but if you move only for 2 months then we will give you the discount. 
  Obviously after such unstable behaviour I couldn't trust her words anymore and asked to speak with CEO a couple of times. She never connected me to the CEO and apparently had sent me an email saying that the offers only valid till the end of Friday 14th of March. I never received that email and again emphasised that I need to speak with the CEO. In the screenshot that she had sent the email was on Friday the 14th of March at 1.30pm, she said that theyre' only available till 4 pm, so she gave me me only 2.5 hours to make up my mind about the next 12 months of my life!! Which manager would do that? You're dealing with a professional with 18 years of experience in the architecture and built environment industry and an academic with years of teaching experience. No professional person would even believe that an offer would be given only for 2.5 hours, she could at least say 24 hours, so this is absolutely nonsense particular that I never received that imaginary email!
  On Monday the 17th of March I got back to her saying that my situation is emergency and I have to leave asap and that fo now I will just go till the end of my contract because the police has told me that this is the only best option at the moment and also advised that if the rental company does not comply I should make a complaint (In fact they had advised this a couple of times but I was still trying to negotiate with you towards a peaceful resolution). When I contacted *******, the manager, she said the offer is not valid anymore which was an absolute shock to me because number one I never received the email, please see attached print of our email communication as an evidence.  After that I mentioned that I will not be able to pay the rent till the end of my contract if you don't help me and that I will ask for the time lost at my work and also damages to my health. I also emailed the CEO of the company via ******** and he showed absolute no care or consideration and never replied to my inquiry despite seeing the police report!
  I heard nothing till the weekend after (last weekend) and another major incident happened, where the Police came as the neighbours were partying and until ***** when the police arrived. I emailed everyone including your company and after hearing nothing and discussing with my attorney I filed my complaint through BBB. If you wanted your help you should have replied and similar to ************* where they offered help by a senior you should have resolved it by a senior who can manage the situation not to leave the issue while knowing that my safety and my health is at risk!! My attorney has advised that I can file my complaint through Crimina court- this is while I am still trying to communicate and resolve the matter peacefully here. 
  
  
  I am open to hear your offer regarding relocation and compensation considering that due to your managers unstable and unprofessional behaviour I have suffered financially and health wise in the past few weeks. 
  
   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/16/2025

  Dear ************************* *************** Thank you for your message.
  This case has been thoroughly discussed and explained. We have nothing else to add, as everything has already been answered in our previous response, and the case is considered closed.
  Feel free to reach out directly to the local team for any further questions.
  Best regards,

  The Team Blueground

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Well, that is interesting to hear that you have got nothing to offer and are not willing to resolve the matter peacefully. I gave you a chance to see if you have learned from your mistakes and It shows that you not only do not have the intension to help with an ongoing serious harassment matter at your property but also are stubborn and do not wish to make it up to your past mistakes. Hence, we will wait for BBB to decide about the outcome of my complaint and I will continue with my complaint at the Housing court in consultation with BBB. 

  As a reminder please note that according to your original offer, you suggested to either compensate for the impacted nights or to offer relocation. Please see attached. While I proffered the relocation offer because of the pressure I have been under coming from ongoing harassment from the neighbour. Your manager cancelled your offers in a deceitful and unprofessional manner. I provided the evidence for this deceitful action and reported the manager for harassing me even after I asked her to stop emailing me. 

  You also failed to correct your actions in the second round of conversation and did not offer the option which was cancelled by your manager deceitfully. I also kindly offered to leave a check with the amount of the rent with a third ****** until the issue is resolved or the relocation is offered, This was not appreciated nor accepted. I gave you the option of compensation through refunding my rent since the 21st of February, which was promised by BlueGround in the emails during our discussion with your team. Please see attached. This is despite the fact that I had asked for the refund of my rent since the noise issue had arisen back in Dec the 6th, 2024.

  Given that your manager has not only deceived me by cancelling an offer which I never received and harassed me with her emails and have not considered my health and work condition, I will not pay a cent for your rent and will claim for four months of rent, which I have paid at this property. Once you prepare this amount, you can let me or BBB know and I will leave with 7- 10 day notice given that I live by myself and I will need time before moving out. 

  If you have any inquiries about this please contact BBB from here on and do not email me again.

  *** **** * ******** 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/14/2025

  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.

  The amount of money paid to Blueground on 03/10/2025 was $******** to reserve apt 722 at ************************************************************************************ for what Blueground committed to provide which was a 1bedroom 1 bathroom 750sq ft apt on the 7th floor facing the west beginning March 14, 2025 at 4PM EST for 12 months until March 13, 2026 at 11AM EST with the Nature of the Dispute being: Breach of Contract Whether or not the business has tried to resolve the problem: No one has emailed or contacted me besides an email that was received today Thu, Mar 13, 2025 at 5:01 AM EST sent to me and ***** advising us Thank you for your payment!Weve received an amount of USD ******** for your booking NYC-*****!Please review the following details to ensure the accuracy of the information. Otherwise unless this was confirmed as a result of my email last night I sent at 11PM EST on March 12, 2025 following the email sent by ***** ******* at 6:48PM EST Re: [Declined] Blueground Booking || NYC-***** (Guest Failed Background Check) with a transaction Id that was found out to be illegitimate when I called *********************** Name: ****************** (MyRental) and spoke to **** on March 13 at 2:39PM EST who also sent me a copy of my one and only report ever requested which was requested on January 23, 2025 by Blueground who requested two reports to be pulled on me 1.) a housing court guide report and 2.) an Equifax Credit Report. **** provided me via secure email everything that could be viewed by Blueground in full and explained over the phone even said I could call back and ask for him if needed to reference anything from prior report was approved by blueground and it shows a credit score of 598 too and that was for a previous booking at the exact same building that ended only one week ago on 03-06-25. On the evening of 03-12-25 I emailed the contacts in the pdf attached who were some of the individuals I was referred to reach out to as advised by ****** ****** who is currently on leave.

  Business Response

  Date: 03/18/2025

  Hello *******,
  Thank you for your feedback, and were sorry for the inconvenience caused. However, were not entirely clear on your request. Your booking was cancelled for reasons already explained by our Sales team, and all payments have been or will be fully refunded.
  If you have any further questions, please dont hesitate to contact us directly.
  Best **************************** *************** The Team Blueground

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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 Feb 8 2025, I made a booking for one of their apartments, and I moved on Feb 9. I didn't have a viewing of the apartment prior to renting, as their apartments are advertised to be ready for rent online (please see their website: *****************************). After moving in, I realized that, the kitchen windows have no curtains or shade. These windows are large, taking half of the wall, and face the street. Pedestrians can clearly see me if I have lights on inside. That means, I can't go to my kitchen in the middle of the night, for water, pills, or whatever is needed. Even breakfasts and dinners feel uncomfortable. I first contacted Blueground customer service on Feb 12. I told them what I mentioned above. They told me, 1) the apartment is not "unlivable," 2) their ad photos for this apartment didn't show curtains or shades, so I consented to this condition by signing up. For 1, from a service point of view, I feel that it's not nice, as "livable" is a very low standard. For 2, I told them that their photo was incomplete: it didn't show outside. From ad photo (attached), it looks more like a backyard than a public street with pedestrians, cars and buses. On Feb 17, they told me that they will either do nothing, or I will have to cover the cost. I have difficulty understanding: isn't it a tenant right to go to use the kitchen with privacy? why do I get charged? This is a two-year lease; I should have ********** me, the whole process started with them unwilling to do what is necessary (they invoked the "livability" argument early, which I can't argue against). Now, the financial background: they charge 1154 Euros per month for the rent, and 380 Euros per month for utilities. This might look like nice in ***, but it's at high-end in ******. They certainly didn't advertise it just to be "livable." Attachments:1. the advertised photo 2. a photo I took this morning, with a bus facing my kitchen 3. a photo in the day 4. order confirmation

  Business Response

  Date: 02/20/2025

  Dear ************************* ***************Thank you for your message. We are very sorry that we have not yet managed to make you feel at home, which is our top priority.
  We would like to clarify a few points:

  -As you mentioned, the photos provided before booking clearly show that the kitchen windows do not have curtains.

  -The design of the windows makes it challenging to install curtains without significant work. Since the apartment owner does not permit curtains there, the team suggested that if you wish to install them, the cost would need to be covered by you, since we will have to uninstall them after your check-out.

  -Although we understand your desire for privacy, the apartment is on the first floor and elevated above the street level. Pedestrians cannot see directly into the kitchen, though they may see someone standing by the window. We believe this does not pose a significant privacy concern.

  
  We hope you understand our perspective and that we can make your stay a pleasant one in the coming months. Please feel free to reach out directly if you have any further questions.
  Best regards,

  The Blueground Team

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  My responses to the three points from the business:

  -As you mentioned, the photos provided before booking clearly show that the kitchen windows do not have curtains. 

  In law, we know there is partial information. Partial information can mislead. The picture showed ONLY tree leaves outside the window. Your picture didn't show the street underneath. With only trees, it looks like a backyard. So, you have held back important information prior to contracting. 

   

  -The design of the windows makes it challenging to install curtains without significant work. Since the apartment owner does not permit curtains there, the team suggested that if you wish to install them, the cost would need to be covered by you, since we will have to uninstall them after your check-out.

  For a landlord, to provide privacy is part of doing the business. I don't understand how they can shift the cost of doing business just because they think it's expensive. 

   

  -Although we understand your desire for privacy, the apartment is on the first floor and elevated above the street level. Pedestrians cannot see directly into the kitchen, though they may see someone standing by the window. We believe this does not pose a significant privacy concern.

  This is not true. Even when I sit down at the kitchen table, which is away from the windows, the pedestrians can see me until my shoulder. This statement from the business is simply not true.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 02/28/2025

  Hello *****

  
  Thank you for your feedback.

  
  As previously mentioned in our report, we are unable to install curtains in the area you referenced. Until now, no previous tenant has raised concerns about this, and the landlord does not permit any installation mechanism for curtains. This means that if we were to install them, they would have to be removed after your stay.

  
  This case is now considered closed. For any further questions, please feel free to reach out to us directly.

  
  Best regards,
  The Blueground Team

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Blueground can't unilaterally close my case. Providing a private, secure living place is the responsibility of landlord. Blueground is clearly failing this. 

  I took some pictures at night, as attached. My kitchen looks like a shiny lighthouse in this neighborhood at night. You also see that even the upstairs neighbor has the kitchen windows covered, both day and night.

  Blueground is not doing its business right. They first said it was impossible, then they said it was expensive. My impression is that from the beginning, Blueground wants to ignore my complaint. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

• Initial Complaint

  Date:02/18/2025

  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.

  I booked a 2-month apartment in *** with a starting date in 60-days following booking. Less than a week after, my plans changed and I no longer needed the apartment. Per the terms and conditions the termination penalties were 1/2 months rent for cancellations outside of 30-days. There was also the ability to pay for a Business Upgrade which allowed for free cancellations provided that you paid a one-time non refundable payment. This payment was less than half a months rent, so the obvious solution was to purchase this. I called Blueground to ensure I wasnt missing anything. After explaining the situation, they said, no one has ever thought of this. I will check and call you back in 30-minutes. Of course the call didnt come and an email explaining that what wanted to do wasnt allowed because of my intent to cancel. I requested a call to better understand and expressed to them that unfortunately no where in their terms and conditions do they mention that paying $1,500 for this package is conditional on someones intent. Blueground, of course, is unresponsive and does not answer the phone nor can they provide any support for their claims. This was not trip insurance. This was an upgrade to allow for additional flexibility, the sole purpose of this upgrade.

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thank you for your feedback. Unfortunately, we couldn't locate any records matching the name we see here or your email, but we would love to address any concerns you may have. Please get in touch with us to help us find your booking.
  Best wishes,
  The Blueground Team

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Booking ID: *********

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/27/2025

  Dear ****,

  
  Thank you for your feedback, and were sorry for the inconvenience you experienced.

  
  Please note that our agreement and policies were clearly stated before booking. The upgrade you chose to pay for was made after learning about the cancellation fees. Unfortunately, upgrades must be processed before any cancellation, and we cannot accept this request retroactively.

  
  Feel free to reach out to us directly if you have any further questions.

  
  Best Regards,

  The Team Blueground