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:05/08/2024

  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.

  The night of Monday *** 6th, 2024 my brother in law and I booked an Airbnb through the site Agoda for *** 7th-*** 9th in *******. I paid for it on my card because he has an international card and it wouldn't go through but the booking was in his name. The next day he received an email from the venue that stated he must send a picture of himself with his ** as well as sign a rental agreement and that check in was from 4pm to 6pm. He was obviously concerned about sending the picture of the ** but I gave them the benefit of the doubt that they must have had some scam experiences and were taking precautions. But we were in *********** and they were not going to be able to get to ******* by 4-6pm so we requested a later check in to which they responded with late check in will cost hundreds of dollars. This was not acceptable so I called them to cancel. When I got someone on the phone they said they couldn't cancel, only we could and a cancellation policy would apply. When I requested him to state the cancellation policy he refused and I requested a supervisor to which he said one would call me back, no one ever did. I also called the owner of the company who also stated someone would contact me, again zero communication. I have tried to call and text and no one will answer or call back. When we canceled they took 60% of the total booking amount. Only the cancellation policy was stated prior to booking, the check in times and additional costs for late check in were not stated prior. This is fraud and should not go unanswered.

  Business Response

  Date: 05/20/2024

  The compliant filed a complaint in retaliation to the the 60% refund policy offered, as they wanted a full refund. They failed to read the policy's before booking. Their retaliation is against BBB terms of service. We are sorry that they did not take the time to verify the details before confirming their reservation. They had plans that changed and demanded a refund. Thank you 

  Customer Answer

  Date: 05/21/2024

  While I did state their cancellation policy was stated on the original post. Their check in policy and the cost of late check in was not stated, our plans did not change, we always had planned on coming at 6pm. We did not realize that would cost us an additional $200. Because that was not stated on the post before we checked in along with the extensive and outrageous request for a rental agreement being signed in order to check in I believe that merits a refund. We would never have booked this place if we knew these things up front.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21684654
  
  I am rejecting this response because: The check in times and cost for late check in were not stated on the original post as documented in my statement, therefore we should be entitled to a refund. Not only that, once the place was booked there was extreme requests like signing a lease agreement for a 2 night stay. This warrants a refund, our plans did not change, we always intended on arriving at 6pm, we just didn't realize it was going to cost an additional $200. These actions are an attempt to get people to pay more or forfeit 60% of the booking fee which is outrageous. Please refund the additional 40% of the booking fee.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2024

  Thank you for bringing your concerns to our attention. We're sorry to hear about your dissatisfaction with your recent booking experience.
  After carefully reviewing your complaint, it seems you might have misread our refund policy. We understand that this can be frustrating, and we apologize for any inconvenience that *** have occurred.
  Our refund policies are established in accordance with the guidelines provided by the [booking site]. If you have any questions or require further clarification regarding these policies, we recommend reaching out to the [booking site] directly for assistance.
  We appreciate your understanding and patience in this matter. If there's anything else we can assist you with, please feel free to let us know. Thank you 

• Initial Complaint

  Date:08/03/2022

  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.

  I found this rental on Airbnb for my friends and I to stay in when they come to town for a visit. Its managed by a company so I just googled them and found that booking directly through them was quite a bit cheaper. The estimate calculator didnt change the price for pets so I made the (wrong) assumption that they were included in the charge. Upon check out there is a privacy policy and terms and conditions box you have to check, like anything other website when youre buying something, so I checked those boxes for this rental. After paying for the week of rent, I received this digital paperwork from them that Im supposed to fill out that says there is a pet fee of $45 per day per pet. Of course I contacted the company and expressed my confusion at not seeing this anywhere in the listing, along with quite a few other things that strike me as a fairly inhospitable for a short term rental. They responded that this information was within the terms and conditions that I checked. Now, Im telling you it was absolutely buried in the checkout process. Very sneaky, not mentioning it upfront. Takes me right back where I started as far as the price goes. Its going to cost over $800 more.I have received a message from them stating that they want me to fill out some paperwork now so they can do a credit report and a background check. I have never been asked for so much information for a short term rental. I went back over the terms and conditions again to see if this is also something they stated they would ask for and from what I can see they alluded to possibly needing a background check but I didnt see anything about a credit report being necessary.I reached out to the company multiple times about requesting a cancellation/refund and they have been unresponsive for days and finally have reached out to me today and told me they would cancel my reservation and only after told me that it was nonrefundable. $3000!Company is sneaky and threatens to fine for SO MUCH

  Business Response

  Date: 08/04/2022

  Hello
  
  Thank you for your inquiry. We are so sorry that your upset. We understand that you did not read the booking fees and terms for addional services and fees listed for you during checkout. The building you booked requires all renters to proform the credit and background check. This information is also listed. Please read the lease terms and details for all of the information you are upset over. We have over **** reservations a year and 99% of all guests read the lease agreement and terms to see if the property is a good fit before booking. Please in the future review the lease before signing the lease so your able to understand the terms, any fees and refund policy's.
  
  Thank you

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17668077
  
  I am rejecting this response because:

  This company is in the hospitality business but does very little in the way of providing hospitality to its customers. Despite what they are trying to claim, that a very low amount of their customers post complaints, if you review their online feedback on many different forums, it would seem to tell a different tale as my personal complaint does not stand alone as the only of its kind. The manner in which the terms and conditions are hidden is a common complaint thread and, given the amount of times that they have had issues with customers over this exact issue, one would think that any business would make a good faith effort to remedy the problem so as to provide their customers with the most trustworthy business transaction. This company should be ashamed at the manner in which they do business and fail to make an effort to work with their customers. 

  Furthermore, many of the items listed within their terms and conditions should absolutely be reported to the **** such as the section which states that their customers should be unable to leave negative reviews about this company or will otherwise be fined $100 per day to their credit card until they review is removed. Absolutely a violation of the Consumer Review Fairness Act of 2016.

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