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:04/22/2024

  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 property from Stay Charlottesville (referenceID: YXZJQ9) From 4/19 -4/21/2024. Initially the stay was great. This property includes a parking spot in a near by garage. It needs a key card to enter. In the check-in / check-out instructions, they mention there is a $500 fee for a missing garage key. On 4/19, I used the key to open the garage and park my car. On 4/21, we requested a late check out, and left at 1:50, we were not informed that the key was needed to get out of the garage as well. We noticed this when attempting to leave the garage, I went back to the apt but by that time the code to the door had changed, with the card locked inside. I attempted to call Stay Charlottesville, however no one picked up. I called their emergency line, no one picked up. I emailed them, and no one responded. According to their voice message, Stay Charlottesville is open until 3:00pm on sundays. I called a couple times and left multiple emails to their main line and their emergency line on April 19th between 2:00pm - 3:30pm. With no one picking up and us being unable to get the key card, we were locked in the parking garage, with no way out for a little over 2+ hours. Having no luck with Stay Charlottesville, we attempted to use the emergency button in the parking garage (did not work), and call the numbers provided (phone never stopped ringing). It's pretty infuriating to have an issue with the property, calling during established business hours, and have no one able to help. We were trapped in the garage for over 2 hours before be were let out by the garage employee. I sent multiple emails, and voice messages and as of 4/22 at noon, I still have not been followed-up with. This is so completely unprofessional. There was no indication anywhere about how the garage works, and being trapped in it for 2+ hours without any assistance or even acknowledgment is awful. With that I'd like a refund for my trip

  Business Response

  Date: 04/26/2024

  This complaint is in regards to a parking garage in which all guests use, over 400 now, without issue. Additionally, to park in said garage, to get in and out, one must know how to use it. Why we are receiving a complaint regards a parking garage in which the help button didn't work is beyond me. Additionally, the user, which had been using the garage throughout their stay, should be abundantly clear on how the garage works, should have used the pass that we kindly provide? This is the equivalent of complaining that the city didn't appropriately clean up the streets, it has nothing to do with Stay Charlottesville and is a user error. 

  Directions provided to every tenant who stays at this property, who have never reported an issue, including the guests who checked in immediately before and after the complainant:

  DIRECTIONS, PARKING & ACCESS: Head East on ************ and after you pass the *************************** and the intersection of 4th and ************, the condo building will be on your right hand side, ******************  Due to the downtown location of the property, there is not an ideal location to pull over and unload your bags. We recommend pulling over into the ramp to the closed garage and you will enter the property via the door directly to the LEFT of the garage. You will use the keypad ON the door, NOT the keypad mounted on the side of the building. Directly inside the door you will see a closet- immediately to the right of the closet there should be a card to the Water Street Garage hanging. Parking entrance is on ******* If you are looking at the building from the street, ****** is to your right. Head down Water St and take left on 4th St and immediate entrance is on your right. Parking spot #6 is on right, 6 down. There is no elevator access to the property You must return the garage pass to the location you found it upon check-out. A $500 fee will be assessed for any unreturned garage cards.

  Outside of this, their stay at our property was without any problem.  There is no reason a full refund should be issued.