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Business Profile

Short Term Rentals

Luxe PGH Homestays

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

This profile includes complaints for Luxe PGH Homestays's headquarters and its corporate-owned locations. To view all corporate locations, see

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Luxe PGH Homestays has 2 locations, listed below.

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 made a reservation for a one-night stay (Feb 1 to Feb 2) at a place in ********** through Luxe PGH Homestays, The company offers several ******-like places to stay in **********. They are listed on *********, ***************************, and such. They have a sophisticated website at ************************ that looks fairly legitimate.Upon booking a one-night stay at one of their locations (*****************************************************************************) and paying $130 for it, I received a confirmation of reservation and a receipt but no info about how to access the location (access code, key, contact). I tried to contact them multiple times via phone, text, and email but never got a response. I sent 15 texts to both phone numbers ************* and ************), all of which remained unanswered. I traveled to ********** on Feb 1, the weekend for which I had booked the apartment. The house on ********************* looked quite different than on the web pictures. The young lady who opened the door said that there's no apartment rental or ****** in the house and that they keep getting visits from people who were tricked into believing that this is a legitimate ******. So, the place I rented and paid for simply does not exist.

    • Initial Complaint

      Date:12/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Transaction date: 12/1/2024 Money paid: $382 Failed to receive access code to access property. Called, texted, and mailed multiple times to request access code to access property. Never heard any response. Complete scam.

    • Initial Complaint

      Date:11/27/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 weekend stay with Luxe PGH Homestays in November 2024. The price for the vacation home was $298.00, and I was charged when I booked it in October. During our stay, we were charged an additional $298.00. When I contacted Luxe PGH Homestays about being charged twice, they told me it was an "incidentals" charge and would be returned upon checkout. However, I still have not gotten my money back, and the company will not respond to my emails or text messages. I need immediate help, and this company needs to be shut down immediately.

    • Initial Complaint

      Date:11/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      After driving 45 minutes then waiting 30 minutes after we arrived at our rental they finally got back to me with this response. Im very sorry for the delay and confusion, the apartment is unavailable due to an error with our systems. They also charged my card twice and there has been no refund.

    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a home to stay in Saturday night in **********. When stopping there to check in. We not only didn't receive a code to the door, but upon further inspection there were other people staying there. The house was a disaster. Also. I would like a refund of my money and also I think I should be compensated for having to drive 2 hours home after the event I was attending. . The tracking number and amount are below.

      Business Response

      Date: 11/12/2024

      Dear Ms. **************** sincerely apologize for the inconvenience experienced during your recent booking. Unfortunately, there was an unintentional overbooking of the property, which we understand caused significant disruption to your plans. Our priority is always to provide a seamless and enjoyable stay for every guest.

      Our records indicate that you were immediately notified of an unexpected overbooking at the property and a full refund was issued on 11/11/24. While rare, overbookings can occasionally occur, and in such cases, we prioritize proactive communication and swift resolution.

      We understand the impact that travel disruptions can have, and we are committed to continually refining our booking processes to prevent such situations in the future. Our team remains available for assistance and will always strive to make things right if unexpected issues arise. If you require any further assistance you may reach us via e-mail at *************************. 

      Customer Answer

      Date: 11/12/2024


      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. 

      Regards,

      **** Ann ******

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 stayed at the ***************************** and had several issues. First, there are no king beds as advertised they are double and queen. 4 roll out beds were advertised and we found 1 with no sheets or blankets. There were no washcloths, bath mats and only 6 towels for what is advertised to accommodate 10 people. The stove did not work, the freezer did not work. The back door did not lock, the front door was questionable if it would just pop open. I made several attempts to get missing towels, blankets and wash cloths from the host. She did eventually drop off 4 towels at 10pm the night before we were to check out. Some of us ended up using the towels as blankets that night because there was not enough blankets. ****** was no help because ****** fabricated a fake text from me asking her for a refund when in realty she texted me asking me to take my review down and I blocked her. Id love to have the phone records pulled.

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My fiance and I booked a reservation on June 23, 2024 for a stay from August 29 thru Sept 2nd. We submitted payment and received an initial confirmation for the reservation on June 23, 2024 that included a note saying we would receive entry information for the property 30 min prior to check in time. In the day of check in on Aug 29th well after the 4pm check in we never received the message. No one ever sent a follow up email and we couldnt get in contact with anyone managing the property or affiliated with the company. If it wasnt for VRBO being the platform we used to book, we wouldve been out of luck. Til this day we have yet to hear anything from anyone at Luxe home stays. DO NOT BOOK with this company. They are selling dreams and setting you up for disappointment.

    • Initial Complaint

      Date:08/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 reserved and paid for a room on **** to rent a room from this owner. The day of our arrival, we called to get the code to access the house. Upon arrival we attempted to access the apartment numerous times only to find out that the lock was not working. Called and sent text messages to the owner who knew it was not working asked us to keep trying but to no avail. We told her we needed to leave and could not sit in the hallway of the third floor and she said said she woujj look x refund our money on Monday. It has been over two months and no refund or communication from the owner after calling and leaving multiple messages and phone calls. Called **** and they immediately refunded their fee but no word from Pgh Luxe Homestays on the refund for our two night reservation.

      Customer Answer

      Date: 08/26/2024

      ****** and **** ****

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      1. Unauthorized Date Changes: It has come to my attention that the dates for my reservation were altered unilaterally without prior consent or notification. This constitutes a material breach of the contractual agreement as established during the booking process.2. Failure to Provide Check-In Information: Despite numerous communications (a total of 8 messages), there has been a complete lack of response regarding essential check-in details. This failure has rendered the accommodation inaccessible and has caused significant inconvenience.3. Refund Request and Legal Considerations: In light of the above issues, I am formally requesting an immediate refund of the full amount paid. According to Airbnbs Terms of Service and applicable state regulations, a hosts failure to adhere to contractual obligations, including the provision of critical check-in information, justifies a full refund. The persistent non-response exacerbates this breach and entitles me to seek redress through Airbnbs resolution center, as well as potentially pursuing legal action for non-compliance with consumer protection statutes.

    • Initial Complaint

      Date:07/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 stayed at  "The Josephine Villa" in Pittsburgh on 7/13/24 via Vrbo.

      On 7/13/24, we received a message the morning of check-in (as we were driving to Pittsburgh) from Sophia at Luxe PGH asking us if we were checking in because our payment failed? She said that it was because they don't accept ******* ***. We were worried about our reservation, so we went to the link she provided and updated our payment method to something that wasn't ******* *** right away. They then charged us $319 extra on top of the stay total which was $319. So $638 total.

      I messaged them via Vrbo and asked why they charged us an extra $300, they said it was for incidentals and that we would get it back on Monday (we checked out on Sunday 7/14/24.)

      It has been 10 days with no response after attempting to contact the host multiple times and no refund. I have contacted them Thursday 7/18, Friday 7/19, and Monday 7/22. Vrbo has also tried to contact them and they are not responding to them either.

      On top of that, the description of the room was inaccurate and contained false advertising.
      1. "Fresh towels and bathroom essentials" - There were no washcloths
      2. - "Fully equipped kitchen" and Amenities: Microwave - There was not a microwave
      3. "Fresh flowers, plush bathrobes and complimentary beverages are provided for every stay :)" and "An assortment of beverages are provided free of charge for you to enjoy during your stay!" - There were no free beverages. There was nothing left in the refrigerator except a half-drank water bottle that was not ours. The bathrobes were hung up but were dirty and smelled bad, and there were no fresh flowers, they were all dead. I have pictures.
      4. "There is a private garage for off-street parking for up to 3 cars" - The garage was FULL of trash and could hardly squeeze one car in there. Again, I have pictures.

    Luxe PGH Homestays is NOT a BBB Accredited Business.

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