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:09/26/2023

  Type:Service or Repair 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.

  We spent nearly $5k on a 2-night stay for our daughter’s Sweet 16. We encountered a level of harassment and intimidation that has left us all stunned and upset. We were a half-hour late for checkout as I mistaken check out time, an error that cannot excuse the staff's appalling behavior. They entered the house unannounced and uninvited through the back door startling our guests, and immediately began an aggressive campaign of yelling, cursing, and intimidation against everyone—adults and minors alike, including a federal law enforcement agent in our party. They were chasing us around the property, obstructing our efforts to pack, throwing garbage bags at children, and repeatedly using profane and derogatory language. At one point, the male cleaner's hostility escalated to a point where we genuinely feared physical violence was imminent. They chose to hover over us in the kitchen while the rest of the house was empty and ready to be cleaned. Instead of starting with the parts of the house that were long vacated, they focused on hounding us, taking photos of children without permission, creating a hostile and intimidating environment. They prevented us from re-entering the bedrooms to retrieve items we’d left in our rush to leave. We ended up leaving valuable personal items behind due to this harassment. As we were walking out, the guy told my children “your mother is a ***** and an idiot”… to complete the scene. When I told him to refrain from approaching my children he started yelling and coming after me in a way that my husband had to step between us as he feared for my safety. It is inconceivable that after paying thousands of $$ for a weekend stay, we were treated in this manner. The distress it caused our children and the humiliation we felt were intolerable. We are appalled by this incident, our daughter’s 16th birthday will forever be marred by this traumatic experience.

  Customer Answer

  Date: 10/01/2023

  I am writing to update my existing complaint against the ****** property where my family and I recently stayed. Following our previous dispute, for which ****** ruled in my favor and credited me $1,600, the host has levied additional and unjustified charges of $300 for "excessive cleaning" and a $199 "unauthorized pet fee". I strongly believe these charges are not only unfounded but are also retaliatory in nature, as they came on the heels of the refund issued due to the host's unprofessional conduct.
  The excessive cleaning fee is alleged to cover the cost of cleaning dishes and dealing with garbage left at the property. I categorically refute these claims. Not only did the cleaning crew themselves cause the disarray while forcing us out of the property, but we also have ample evidence to refute these charges. During our stay, we exclusively used disposable dishes, utensils, and cups to minimize any cleaning requirements. I have ********* orders, which were delivered directly to the ****** property, as proof of these purchases.
  Regarding the "unauthorized pet fee," it is entirely inappropriate and against ******'s policy to charge this fee for a service dog, which is not considered a pet per federal regulations. This information is clearly stated on my ****** profile, and service animals should not incur extra charges.
  Furthermore, the host's "evidence" includes unauthorized photographs of our minor children, taken by the cleaning crew without our consent. This action is a serious violation and further demonstrates the unprofessional and potentially illegal conduct we experienced.
  It's evident that these charges are a direct retaliation by the host aimed at recovering the refund that ****** issued to me due to their unacceptable behavior.
  I urge you to take this new information into account in the ongoing investigation against this host. I am more than willing to provide all necessary documentation to substantiate my claims, including the unauthorized photographs as evidence of their misconduct.
  Thank you for your immediate attention to this serious and pressing issue.
  Sincerely,
  *******************