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:12/01/2022

  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.

  I had reservations for the ************** in *******, ** arriving **** for 2 nights and had paid in full. I had an unexpected medical issue with my heart about 6 days prior to our arrival and called the Hi-Tide on **** to see what **************** were. We were within the 7 day cancellation period for rebooking. I spoke with **** on who said that I could call back after my heart monitor was attached and reschedule our visit and transfer the full deposit. This was a great relief and I thought very understanding due to my medical emergency.I called on **** to rebook as instructed by **** but was told by *****, the supervisor that they were unable to transfer my payments to a new reservation. This was NOT what I was told by the reservation agent the week prior. If we had known that this was the circumstance, my husband and or one of our kids could have used the reservation. I then looked up the availability calendar for our unit and it wasn't re-listed as available by ****. It still showed N/A on their availability calendar. This left no option for the unit to be re-listed and possibly resold. I would like what was promised at the time of our cancellation, a credit of $374.09 to be applied to a later date. I have proof of doctor ************ and can supply if needed.

  Customer Answer

  Date: 12/02/2022

  The hotel that is managed by Istay is:

  **************************

  4890 ************, *******, ** 98562
  
  Phone: **************

   

  I hope this is helpful for the complaint.

• Initial Complaint

  Date:08/26/2022

  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.

  I rented Beach House North July 29-August 1. Upon arrival I saw green mold climbing up most windiw screens, mold caked dirt in most windows ***** and sliding doors and air vents for heater had caked on dust. This dirt/mold/filth is from months/years of neglect. Mold & extreme dust causes respiratory problems so I spent as little time as possible Im unit

  Customer Answer

  Date: 09/01/2022

  Hello, here is information on business 

  
  
  

  Istay.vip - Reservations Team at Vortex Reservations, Inc.
  PO ****************************** 98122
  Services For the Lodging & Hospitality Industry. Istay Does *********** Services To Consumers.
  Toll Free: ************ Voice: ************ Text: ************Email: *******************************

   

  ISTAY.net 

   

  My letter about ISTAY 

   

  The rental house was extremely dirty with months/years of caked on dirt and mold on all window *****, door frames/sliding door frames and green ****/mold growing up window screens. Most windows are dirty so no ocean view. 

  Master Bedroom balcony had thick mold so view was dirty window looking at moldy deck not ocean. 

   

  Heat vents were also dirty with dust quite a health hazard 

   

  Oven was filthy. Dish  washer was packed and had not been unloaded and property managers state if you dont put dishes in dishwasher you will be charged. ISTAY said they didnt empty dishwasher so I could get in at 4:30 30 minutes early to get ready for wedding but no one called or texted me to let me know.

   

  Sliding door lock in living room was broken safety hazard. Glass missing in living room fireplace another safety hazard 

   

  The management refused to discuss state of house and hung up on he several times. Absolutely no service once youve rented 

   

  ******* is and isolated area with very limited accommodations so we had nowhere else to go as we had a wedding to attend and ISTAY knew this thus a captive customer. 

   

  Sincerely, ***********************;