Sign in

Avantstay

750 N San Vicente Blvd # 800, West Hollywood, California, United States, 90069-5788

Sharing is caring! Have something to share about Avantstay? Use RevDex to write a review

Avantstay Reviews (%countItem)

I travel a lot for work and have Stayed in houses by Avantstay. Houses in San Diego, palm springs, Paso Robles, Sonoma, Lake Tahoe and Malibu. I truly appreciate how the staff really Puts in the effort to make each house comfortable and in style. Many times I've had to book last minute and they have always been quick to respond and accommodating to my needs. I like that it doesn't matter what city I book, there is consistency unlike other services I've dealt with. The staff is friendly and communicative. I Look forward to booking again soon.

We travel a significant amount, and I am also a property owner/manager who rents out property. I have NEVER dealt with such inflexibility and unprofessionalism. We were set to travel March 15-17, to a property in California, in the midst of a pandemic. I have spent countless hours dealing with both VRBO and AvantStay requesting a refund or a credit. That's right, I requested a credit. I told them to keep our full amount, and simply give us the option to stay at a later date when travel is permitted and safe.

I see below in one of AvantStay's responses to another review that they "are honoring a 100% future credit for guests to book any of our properties in the future. We are continuing to monitor the COVID-19 case and we are committed to working on flexible solutions with our guests". This is COMPLETELY UNTRUE. I have pleaded with them to give us a credit and they refuse.

VRBO has stated that 95% of property owners and managers have offered credits or refunds during this time, due to COVID-19. AvantStay falls into the 5% that has not. They say that tough times bring out the best, and worst, in people and businesses. AvantStay is the worst. I will never book a property with AvantStay again.

Avantstay Response • May 25, 2020

Hi Nikki,
Thank you for your feedback as it provides us the opportunity to learn and grow as we continue to navigate this pandemic. As a property owner/ manager yourself, you can understand the impact that COVID-19 has had on the travel and hospitality industries and our company has been no exception to this. We apologize for any stress or inconvenience you experienced during the cancellation process and we completely understand the need to reschedule or cancel travel due to the pandemic and various Safer at Home orders.

Our COVID-19 reservation and cancellation policies continue to evolve as the pandemic progresses and we recognize that we have not always hit the mark. We have done our best to try and strike a fair compromise between the needs of our guests and those of our small business and employees. From the beginning, we have worked to align our policies with those of our booking platform partners such as Airbnb and VRBO as well as those of other travel and hospitality industry leaders. According to our records, we were able to offer you a 50% refund which was aligned with VRBO's policies.

We hope we are given the opportunity to host you and your loved ones in the future and that you all remain safe and healthy during these uncertain times.

Sincerely,
AvantStay

Customer Response • Jun 01, 2020

Thank you for your response. After several calls and emails your company refunded the cleaning fee and extra utility fee ... something that I would hope would be automatically refunded since we cancelled our trip. No portion of the rental rate was refunded or credited. I believe it is false advertising to claim on your own website and in response to Revdex.com complaints that you are offering credits for future stays when that is not happening.

VRBO and similar sites are recommending full refunds or credits. And yes, I had to refund money as well during this time as I am also a property owner. It was the right thing to do, but also good business practice.

The coronavirus pandemic postponed our wedding thus our house for the wedding. Avantstay kept 20% and did not offer a similar house for the same price
We booked the house on 11/12/19 for dates 6/18/20-6/21/20. Our total was *** We received an 80% refund of *** Avantstay kept 20% ***

Coronavirus is forcing us to postpone our wedding, therefore cancel our reservation with Avantstay. We first looked at rebooking our same property for our new wedding weekend, but was unable to do so. We then looked at other properties they had and were told they would be willing to either "Waive or lessen the difference we would owe" once we tried to book another property with them they offered little (almost none) of a discount. It was significantly more expensive, and unfortunately could not swing the extra cost. We were forced to cancel our reservation, and like so many others did not receive a full refund. the fact that they keep 20% during a global health crisis is incredibly disappointing to us as a consumer. We are now limited going forward in booking any other properties (not with Avant Stay) because we lost out on that money.

Desired Outcome

I want Avantstay to refund me *** (the 20% Avantstay kept).

Avantstay Response • May 11, 2020

Hi ***,
We are so sorry to hear about the postponement of your wedding and grateful that you chose to stay with us for an incredibly important and exciting weekend. As we continue to navigate COVID-19 and its impact on our business as well as the travel and hospitality industries as a whole, our reservation and cancellation policies continue to evolve to meet our guests' needs.

We're happy you were able to connect with our Management Team and are glad you'll be able to use the remaining monies from your reservation towards a future stay at any one of our 250+ properties.

We appreciate receiving constructive criticism from our customers so that we can continue to learn and grow and use their feedback to inform future decisions and policies. We have tried our best to keep up with the rapidly changing state of affairs and recognize that rolling out new policies isn't always seamless or without hiccups during a time of crisis. The physical, emotional and financial health and safety of our customers are our number one priority and sincerely apologize if this has not been made clear throughout the cancellation process.

We wish you the best during these times and look forward to hosting you during your new wedding weekend.

Sincerely,
AvantStay

American Hotel has been working with AvantStay as their main hospitality supplier partner for about a year now. Their team is very kind and knowledgeable about the vacation rental industry. They take great pride in making sure their guests stay is as comfortable and enjoyable as possible by providing top of the line linen, terry and guest amenities. They are a great partner and I would highly suggest staying with them on your next vacation!

company with zero compassion *** refund policy. The company is difficult to communicate with, is obviously disorganized, and incredibly rude to customers. Furthermore, they think that giving 100% credit for future rental if you cancel your reservation during such a hard time is sufficient to cover future lodgings. Problem is that most of their properties require at least a 3 day stay and are upwards of $1500 a night and close to $4500 for a full stay, meaning the $1500 in credit we were given is not sufficient to cover the stay at another property. We have been very disappointed by this company and are exasperated by the fact that we are out $1500 to a company that we will likely not be able to afford to go through at another time even with the credit they have allegedly given. Lastly, I don't actually believe they will honor the credit. *** these people.

AvantStay will not refund my trip that is cancelled for health and safety issues stemming from COVID-19.
I booked a rental home with AvantStay on February 6th, 2020, reservation ***, totalling $***. Since then, a global pandemic has rendered all nonessential travel prohibited in my state of Michigan as well as the state of the rental home, Arizona. Further, health and safety issues stemming from COVID-19 have led to a physician's recommendation that my family and I refrain from travel until further notice, due to the working conditions at my spouse's job. On April 22nd, I requested a full refund of $*** from AvantStay. They offered either to refund the cleaning fee, tax, utility fee and VRBO service fee, totaling $971.66, or a credit and refund of the $207.00 VRBO service fee. I then called their customer support, explained our situation and that due to work conditions and our health we will not be flying indefinetly, and was denied a refund for our full amount.

Desired Outcome

I am seeking a full refund to my original credit card used for payment in the sum of $***.

Avantstay Response • May 11, 2020

Hi ***,
As a hospitality company, we are committed to the health and safety of our guests and understand the need to reschedule upcoming vacations due to COVID-related travel restrictions. We have worked diligently to ensure that our reservation and cancellation policies during this time strike a fair balance between the needs of our customers and our ability to continue to deliver unforgettable vacations when it is safe to do so again. We are continuing to learn and grow from any missteps and are greatly appreciative of our customers' feedback.

However, it has come to our attention that on May 2, 2020 (two days after your complaint was submitted), you had inquired about the status of your reservation as you were unable to find it on the booking platform, VRBO, who let us know that you had not confirmed the cancellation of your rental. We have done our very best to relax our standard cancellation policies in light of the pandemic, and as you did not cancel your trip via your booking platform we were unable to offer this home to another guest.

In this case, a public forum is not the appropriate place to resolve any issues around outstanding reservations; our Customer Experience team is more than happy to continue to work with you on rebooking your reservation for a future date.

We entered into the hospitality industry because we are passionate about providing our guests with a travel experience like no other, and we are looking forward to the opportunity to host you and your family in the future. We hope you are staying safe, healthy and happy during these times.

Sincerely,
AvantStay

Customer Response • May 18, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
On April 22nd, I requested a full refund of our rental reservation. Michigan has shelter in place orders through May 28th prohibiting travel, and Arizona has a 14 day quarantine in place for any travelers to the state, making travel impossible for the foreseeable future. I have not received confirmation of cancellation and a full refund to my account.

Avantstay Response • Sep 10, 2020

We understand that this is a frustrating process. We are committed to the health and safety of our guests and understand the need to reschedule upcoming vacations due to COVID-related travel restrictions. We have worked diligently to ensure that our reservation and cancellation policies during this time strike a fair balance between the needs of our customers and our ability to continue to deliver unforgettable vacations when it is safe to do so again. We are continuing to learn and grow from any missteps and are greatly appreciative of our customers' feedback.
We have done our very best to relax our standard cancellation policies in light of the pandemic, and as you did not cancel your trip via your booking platform (VRBO) we were unable to offer this home to another guest. It is because of this that we cannot offer you a refund at this time.
Sincerely,
AvantStay

Seeking refund for a cancellation of a business trip due to global pandemic.
I booked a stay at an Avantstay property to attend a conference on a business trip March 21-26th 2020. Due to the global pandemic the conference was cancelled and my employer put travel restrictions on all employees. I sought a refund from Avantstay by sending more than a dozen emails and several phone calls explaining my situation and expressing my concerns. They stopped taking phones and would only communicate through email. Through email they offered me a credit for a future stay (within one year) at any of their properties. Due to the threat of spread of COVID-19 the conference I was supposed to attend was cancelled with no future date or location determined. My employer is still restricting travel. I don't expect to be traveling for business or personal use anytime soon given the threat of illness and restrictions enforced by many state governors. I find Avantstay's actions to hold my money and not offer a refund to be customer un-friendly considering most hospitality firms are accommodating their guests in these unprecedented times and offering full refunds; not credits for future stays. I have given Avantstay plenty of opportunity to resolve this matter. Again, I am seeking a refund; not a credit.

Desired Outcome

I am seeking a 100% refund of my money due to the cancellation of my reservation due to the global pandemic.

Avantstay Response • May 11, 2020

Hi ***,
We sincerely apologize for any delays in responding and understand that the COVID-19 pandemic has posed significant challenges to you as it has to people, institutions, and businesses all across the country, including to our business. Our Customer Experience team has experienced a significant increase in customer inquiries and have been working tirelessly to address each and every one.

Please refer to your executed rental agreement for your applicable cancellation policy. The credit offered to you was an accommodation made in recognition of the challenges posed by the pandemic. You are able to use all of your funds at any one of our 250+ properties over the next 18 months. We have hoped you would understand that this impacts our business as well, and that we have tried our best to come to a fair compromise that allows us to continue to operate while preserving your ability to make that trip when it is safe to do so. Our cancellation policies have aligned with those of our booking platform partners as well as other travel and hospitality industry leaders.

We are always happy to find solutions for guests with genuine needs, and appreciate any additional documentation regarding your employer's ongoing travel restrictions and policies. We have done our best to balance the needs of our business and employees with those of our guests and remain dedicated to continuous improvement during these unprecedented times.

Sincerely,
AvantStay

Customer Response • May 26, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
The option of providing a credit for a future reservation is not acceptable to me. The reason for my reservation was business travel to a conference. Due to COVID-19 the conference was cancelled. In addition, my employers has put a travel ban on all business travel for all employees due to COVID-19. I have provided Avanatstay documentation proof of the cancellation of the conference and proof of my employers travel ban policy. A credit for a future reservation is of no use to me given the travel ban. I remain unsatisfied with this company's response. I am seeking a 100% refund of my cancellation.

Avantstay Response • Sep 10, 2020

We at Avantstay understand that this is a frustrating time. We are working to do the best we can for our customers as we also work through the impact of Covid-19. This is why we have significantly relaxed our standard cancellation policy and are offering a full credit of the reservation amount for a future stay. This is something that we put in place due to the understanding that travel plans have been impacted world wide due to the pandemic. We understand that this is not going to be ideal for everyone, but this is one way we feel we can extend our policy to help our customers navigate these times.
We would love the opportunity to host your vacation at a later date and provide you with the type of memorable experience and customer service we have been known for. We sincerely apologize for any inconvenience this has caused you and wish for your continued health and safety.

Sincerely,
AvantStay

Customer Response • Sep 10, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
I was able to resolve a solution with Avantstay

AvantStay is taking advantage of medical personnel that are giving all that they have for the state of California! Request *** refund.
On Feb 29, 2020, I made a reservation through Airbnb to rent the home located at XXXXX ***, that is managed aby AvantStay for Aug 12, 2020 - Aug 17, 2020, to be used for the rehearsal dinner for our daughter's wedding on August 15, 2020. This home would also house family coming from NYC and DC.
On March 19, 2020 California locked down the state due to the Coronavirus Pandemic. From this moment on our daughter, a Registered Nurse and future son-in-law a Physician working in the Emergency Room at Kaiser Permanente have been working long, stressful hours. Given that they support the same ER, not knowing how long this pandemic would last, where their guest would traveling from and the inability to complete wedding plans due to the lockdown they worked with the venue to reschedule the wedding to 2021. All vendors happily rescheduled the date and several even offered discounts as a thanks for the daily sacrifice and having to postponed their wedding. All but AvantStay.
The 5 day rental cost *** x 5 nights) was *** with a cleaning fee of $495.00, a service fee $874.17 for a total of *** We were required to put a deposit of *** On April 10, 2020, I sent a message to AvantStay noting that we would have to cancel the reservation and reschedule the same home for 2021 requesting the *** be used toward the new date. AvantStay responded stating that I could rebook with them but they were giving no refund. I opened a case with Airbnb who contacted AvantStay that did not respond to several calls. The one time they were able to get through they provided my phone number to AvantStay who said they would call and assist me with this issue and rebooking. They never called me and would not return further calls from Airbnb.
AvantStay is taking advantage of medical personnel that are giving all that they have for the state of California! They are postponing their wedding for the good of Californians who are sick and for the family in NYC and DC who are in a high risk category for COVID-19. They are still paying college loans and this is a lot of money to loose from their wedding budget. What a heartless company! I will never book with them nor will I recommend anyone else to. Request a full refund.

Desired Outcome

Request a full refund of the deposit of

Avantstay Response • May 06, 2020

Hi ***,

Our company wholly recognizes and empathizes with the unprecedented effects that the COVID-19 pandemic has had on our guests, on our business, and on the travel and hospitality industries alike. We are incredibly grateful for the work your daughter, future son-in-law, and all frontline medical workers have been doing to keep us all safe and apologize for any additional stress you have recently experienced. Our company has opened up our homes to frontline and emergency workers for free across our markets and cannot emphasize enough how appreciative we are of their work.

We are happy that you were able to speak with our Customer Experience Manager and rebook your stay with us for next year. Our company looks forward to hosting you and your loved ones for such an incredibly important weekend.

We thank your daughter and future son-in-law again for their service and selflessness and wish you and your family continued health and safety.

Sincerely,
AvantStay

Customer Response • May 12, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
AvantStay found an available home and credited my account when I rebooked with them.

The company somehow double booked the property for which I paid over *** to rent. They effectively cancelled our contract but refuse a refund.
I signed a rental agreement with AvantStay on 2/7/2020 and paid them *** (plus a fee that Vrbo agreed to refund) for Vrbo property #XXXXXXX / AvantStay reservation #XXXXX. The reservation is for three nights (4/23 through 4/26.)

After the initial COVID-19 outbreak in my home state (WA), I enquired via email on 3/15 about their policy regarding potential cancellation. They offered only a credit (good for 12 months) or a partial refund of cleaning and utility fees and taxes. Subsequently, we exchanged several emails after that, but their policy regarding a potential refund did not change. On 3/26 I received an email from AvantStay, indicating that they and Vrbo had double booked the property. They offered three inferior alternative properties, effectively cancelling my reservation at the original property, yet they continue to refuse a refund.

My complaint is similar to that of another customer who filed with the Revdex.com: We are in an unprecedented situation, our Governor has issued an order that prevents me from traveling for pleasure during April, and it is unclear if and when this health crisis will be resolved. AvantStay wants to keep my money, but it has offered nothing in return other than (most recently) an 18-month credit. Since they booked the property with another customer for the same dates, it would seem to be fraudulent for them to continue to withhold a full and immediate refund.

Desired Outcome

I have repeatedly requested a full refund from AvantStay of my *** payment. I am not amenable to a credit, regardless of duration, when my potential travel may continue to be impractical (or illegal) as a result of the current health crisis.

Avantstay Response • Apr 27, 2020

Hi ***,
We understand that the COVID-19 pandemic has posed significant challenges to you as it has to people, institutions, and businesses all across the country, including to our business. We sincerely apologize for the inconvenience and stress that this has caused you and have been doing our best to address the challenges of our customers in this unprecedented time.

We have relaxed our standard cancellation policy (please refer to your executed vacation rental agreement for details) and offered a 50% refund of your total reservation amount as well as a refund of the VRBO service fee back to your credit card. For the remaining reservation amount, we have offered a credit to be used with AvantStay over the next 18 months.

While our company fully acknowledges and empathizes with the extraordinary affect COVID-19 has had on our guests, we hope you understand that this impacts our business as well, and we have tried our best to come to a fair compromise that allows us to continue to operate and provide the best service we can, while preserving your ability to make that trip when it is safe to do so.

We hope that we are able to host you in the future and provide you with an unforgettable and world-class stay and experience. We wish you all the best during these uncertain and unsettling times and continued health and safety for you and your loved ones.

Sincerely,
AvantStay

Customer Response • May 04, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
AvantStay is keeping more than *** of my money under the pretext of a "fair compromise" while having done nothing - provided no product, performed no service - in return. I am a senior citizen whose plans for a once-in-a-lifetime reunion with high school friends were upended, not initially by the pandemic but by AvantStay and VRBO double booking the property. They cancelled me, not the other way around. Having caused this situation, they disingenuously call this "fair", but it is nothing of the sort. I will never give them my business in the future. Caveat emptor.

Avantstay Response • Sep 10, 2020

Hi ***,
We apologize that your experience with AvantStay has been unsatisfactory. After review of your case, we have agreed to give you the full refund amount. Our customer service team will be reaching out to you with more details shortly.
Again, we apologize for the inconvenience. We hope that we are able to host you in the future and provide you with an unforgettable and world-class stay and experience. We wish you all the best during these uncertain and unsettling times and continued health and safety for you and your loved ones.
Sincerely,
AvantStay

Customer Response • Sep 11, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
Just to be clear, AvantStay agreed to a full refund ONLY after I filed a small claim in California Superior Court.

Horrible customer service and rude employees, do not book with them. We booked a home for our group earlier this year for the first weekend in May. We have been trying to get a refund for several weeks now and AvantStay is being slippery and unreasonable. According to their site, we should have been able to cancel more than 30 days in advance for a full refund, which they are now refusing to issue us. In CA everyone is ordered to shelter in place so no vacations are happening and all companies are cancelling reservations and issuing refunds - except this one. Do not give them your money, you won't get it back.

Avantstay Response • May 09, 2020

Hi Whitney,

Thank you for your feedback as we appreciate the opportunity to learn and grow during these extraordinary times. We apologize for any inconvenience or stress this has caused you and understand any frustrations you may have; our small business is doing its best to navigate this crisis while preserving both our ability to operate and our guests' ability to travel at a later date.

We are addressing the challenges of our customers in this unprecedented time by relaxing our standard cancellation policy (please refer to your executed vacation rental agreement for details) and continuing to work with our third-party booking platforms to ensure adherence to their reservation and cancellation policies. Few companies are offering full refunds for cancelled reservations, and are also doing their best to develop and implement policies that strike a fair balance between themselves and their guests.

We whole-heartedly believe we provide an unparalleled guest experience and would appreciate the opportunity to host you at a later date. We are happy to remain flexible in rescheduling vacation dates and work with you to arrive at a compromise that appeases all parties involved.

Wishing you and your loved ones health, safety and well-being during these uncertain times.

Sincerely,
AvantStay

Coronavirus has had to make us cancel our rental. They will not refund us and have not given us another option
I made a home reservation on March 15, for 16 people for the weekend of April 24th. The government has announced extended restricted social gathering guidelines on Sunday March 29th until April 30. We have to cancel our trip because we have frontline workers who can not go anymore because they come into contact with jail inmates and patients. Either way, we just should not be going on vacation right now in the first place with the global pandemic. The cost of the home rental is *** my home rental reservation code is *** I paid by credit card thru Airbnb, and Airbnb told me that it is up to the discretion of the host, and the host has done nothing to help, and has said they are not going to cancel and refund our reservation.

Desired Outcome

I want AvantStay to refund me my money in the amount of

Customer Response • Apr 09, 2020

I would like to retract my complaint. The business just refunded me

I'm a nursing student whom has put my hard earned money into a future vacation that now has to cancelled in light of the circumstances. Compassion *** a trait we all should be exhibiting at this time in the world and unfortunately your policy is not showing this. Due to travel restrictions and the safety of individuals the reservation we made months ago is not even possible. I hope you rethink this policy as I was able to get a full refund through airbnb, a company that I will stand behind with all future bookings.

AvantStay presenter incorrect location of property I reserved, and was unwilling to compensate me fairly for their mistake
I reserved an AvantStay property via VRBO a couple of weeks back. The property showed up as if it was in downtown San Diego, both the pin was placed in downtown San Diego and the description stated it was downtown San Diego. When I landed in San Diego, I took an uber to the address and it ended up being a completely different location ~20 minutes away. This completely ruined me & my friends vacation as we were attending a festival and needed to be walking distance from the venue. We also had several other friends staying in downtown and we weren't able to hang out with them.

When I arrived to the wrong location I immediately called AvantStay and they took full responsibility for the incident and assured me if I stay for the weekend they would be able to compensate me accordingly. They then sent me a link to speak to a customer representative about this the following Tuesday, which I followed up on. I've been on the phone with AvantStay multiple times in the past few days, staying on hold for >30 minutes at a time. The best they were able to offer me was *** refund, which isn't even close to making up for this incident since the house is valued at significantly less in that area of town (in comparison to downtown). Even the price of the property dynamically dropped from *** a night average to *** a night average.

This sucks, it completely ruined my vacation and the lack of compassion on the side of customer service makes me want to avoid booking AvantStay properties for the future.

Let me know if you need more info, I have screenshots and records on this.

Desired Outcome

I am looking for an appropriate refund of ~50%. Initially I would have been fine with AvantStay credit, but at this point (depending on how the company reacts to this complaint) I might not be willing to stay at their property anymore. The reason I believe 50% refund is fair is: 1. If I would have known I was going to be treated so unfairly by costumer service I would have not stayed at the property and disputed the charge with my credit card, in which case you wouldn't have gotten any money. I only ended up staying because I was reassured by the initial representative that I would be compensated fairly. 2. The price difference of properties in the neighborhood is at least *** a night as can be evident by the dynamic drop of the property price once you updated the address correctly. 3. We had to take many Uber's every day back and forth because we weren't walking distance which was a waste of money and time. 4. I spent hours on you on the phone and I started by being extremely understanding, but you have completely disregarded me and I don't remember ever dealing with worst customer service.

Avantstay Response • Apr 04, 2020

AvantStay is a reputable and well reviewed property management company. If ever there is an issue or a mistake on our part we have no problem offering compensation to resolve the situation for the guest. In this instance, AvantStay did not make any errors at all. As the guest mentioned, she booked on VRBO and they are the ones at fault for displaying misinformation.

After the guest reached out to us about the location of the property, we reached out to VRBO and we confirmed that we gave them the correct address, but they displayed an incorrect address on their website. We've never given VRBO an address in downtown San Diego, so it was their error for putting the wrong address. They even confirmed that it was their error with us. To make up for their error they have already refunded the guest a certain amount.

Now the guest is trying to get a refund from AvantStay as well, even though we did not make a mistake. We made a good faith effort to make up for her experience by offering a $125 refund or a $250 future credit. The guest was not satisfied with that amount. We are willing to offer that amount, but we would not be able to offer more, to further compensate for an error that we did not make.

We're in a global pandemic - we live in the Bay Area, where all 6 counties have issued a "shelter-in-place" order.

However they won't allow a cancellation. Instead, they want to collect rental fees for a property that will sit empty.

They can claim it's not covered by insurance, but they clearly have no integrity.

Avantstay Response • Mar 23, 2020

This is simply untrue. AvantStay is very sympathetic and understanding of the COVID-19 pandemic. Our typical policy is that cancellations within 60 days of the check-in date would not receive any refunds or credits. We have adopted a much more flexible policy due to the pandemic. We are honoring a 100% future credit for guests to book any of our properties in the future. We are continuing to monitor the COVID-19 case and we are committed to working on flexible solutions with our guests.

Customer Response • Mar 23, 2020

This is garbage.

This isn't like exchanging a sweater. We can't just exchange this for future use. We were going to Palm Springs for spring break. Now there is no spring break and for that matter no school and no work.

Keeping the money in exchange for doing nothing is ridiculous. This isn't a case where our reservation kept you from renting the place to someone else. (And by the way, We made the reservation on March 7th, then tried to cancel less than a week later.)

The Governor of the state has ordered all residents to stay where they are. What don't you understand?

Avantstay Response • Mar 26, 2020

We have remained flexible in our policies and are committed to a 100% future credit to book a stay. It is valid for up to a year so you can book for spring break next if you'd like. The future credit is also valid at any of our 250+ properties. It is tough times for all of us during the COVID-19 pandemic, and we continue to help out however we can.

AvantStay did not properly disclose fee structure for a property I was attempting to lease for 4 days in February.
On 25 January I booked a property to lease through the VRBO website. Property ID. Confirmation ID. Within hours of booking the property I was contacted by AdvantStay, the property manager operating within VRBO for this particular transaction. I also quickly received a credit card charge notification for fees I did not agree to. Specifically, a $500 charge I later learned was an undisclosed security deposit. And a 4% charge of credit card transaction fees. Had this merchant banking fee been identified as an "owner fee" during the booking process I would not have reserved this property. Simply no way I would agree to pay the owner's banking costs on a credit card transaction.

I immediately contacted AdvantStay POC (***) to raise my concerns. Despite multiple emails, copies of screen shots to prove my point regarding improper fee disclosure I could not get this issue resolved. *** finally promised to have a manager call me. As of 3pm CST on 27 Jan I still had no resolution of the issue and no call from a manager.

I called VRBO customer care shortly after 3pm and that agent was able to conduct a conference call with me and an agent from AdvantStay. Another painful conversation and no resolution. The AdvantStay agent said a manager would call me within 2 hours and *** (AdvantStay customer care manager) did call.

*** was apologetic but frankly unable to resolve the issue. I want a full refund on this transaction because I don't have confidence in any business that isn't transparent in it's pricing. *** indicated he could not do a cancellation because the reservation was made inside a 60 day window. Frankly, not my problem. This entire transaction was poorly handled start to finish. I contacted my bank and have already lodged a dispute on the three charges for this rental. I am not paying for this rental because I will not be staying at the property.

Desired Outcome

I want a full refund. $308 fee to VRBO. $500 security deposit charge for AdvantStay. $*** in fees and charges for AdvantStay. AdvantStay needs proper escalation protocols in place to resolve transaction disputes when they occur. They also need proper QC checks to ensure fees associated with each property are migrating to pages on the web site customers will use to make an informed buying decision. This problem could have been properly resolved in 30 minutes. Instead, I have literally wasted hours of time dealing with a back-end mess.

Avantstay Response • Feb 17, 2020

AvantStay is very clear in our pricing structure and no guest is ever expected to pay a fee that they were not made aware of. *** agreed to pay for the total rental after seeing our property listed on VRBO. We have no control over how VRBO chooses to list the fees on their platform, and we can assure you that we did not raise the price of his booking at all after he decided to book, he just did not like how the fees were presented on the VRBO site.

The $500 refundable deposit is also part of our listing with VRBO which is why that amount was charged. Once we became aware that the $500 deposit was not visible to *** in his booking, we offered to refund that entire amount right away.

The issue has been resolved in its entirety. *** has checked into our property as of yesterday and has decided not to cancel his reservation.

Customer Response • Feb 24, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Our experience (group travel) was horrendous with AvantStay from the booking transaction thru-out the stay in the property. This company is engaged in deceptive marketing. I have forwarded a letter to the CEO of AvantStay, the Chairman of Expedia Group and the GM of VRBO outlining the host of issues we had with AvantStay. I have requested a full refund.

I can provide you a copy of the letters if you need them for this complain file.

Avantstay Response • Mar 02, 2020

AvantStay has since followed up with the guest and fully resolved the situation. The guest was satisfied with the final resolution.

Customer Response • Mar 04, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from the head of operations at AvantStay. He apologized for the horrendous experience I had and understood I was very embarrassed because I planned this trip and booked the house for a group of friends. He did not challenge the validity of a single issue I outlined in my letter to his CEO.

This gentleman (didn't capture his name) committed to a 50% refund and 25% off on my next trip. Nothing has posted to my credit card and the conversation happened on 27 Feb at 6pm. I tried to reach him yesterday - phone ***. No answer. Vmail box full and couldn't leave a message. Now I more fully understand why there was no follow-up and poor processes by AvantStay staff. The problem starts at the top. The leadership doesn't follow-up or keep commitments. No moral compass at this company.

Vacation rental was not charged as agreed. Upon arrival rental in subpar condition, most notably a leaking bedroom ceiling that soaked guest & bed.
On 12/_ I booked a three day rental managed by Avant Stay through ***. The total amount was to be billed in two parts. 50% billed at the time of booking, and 50% due upon arrival on 12/24/19. I became aware on 12/12 that the entire balance was charged to my card in the amount of $2070.33. I contacted the merchant, Avant Stay. I was told by ***, a customer experience specialist, that she would not be able to assist me because the reservation was made through a third party agent. I pointed out that it was Avant Stay who debited my account, but she again advised I would need to contact *** for asst. I called *** and talked to an agent named ***. She repeated something very similar, stating that "we didn't charge your card...we only have access to the last four digits of your card #". I explained to *** what *** had told me, & requested a three-way call to resolve the matter. I was placed on hold by ***, where I waited for several minutes. When she finally returned to the call, I was advised that she had spoken with *** @ Avant Stay, who would be escalating the situation to get her manager involved for further investigation. She stated that the manager was off-site and she could not anticipate when follow-up would occur. I called *** back for more details and was told that she sent an email to her manager and was awaiting a response. She was unable to provide a timeframe for callback, but stated that she would be working until midnight and would contact me up until that time if she received a response from her manager. This was apprx between 4 - 5 p.m. A few hours later I received a text from ***; "I was able to speak with my manager and here's what I have so far. Our properties are listed in *** and we have a channel manager who manages and collects payments for us. These payments are being collected based on rules that we set up. Since the reservation dates are within 60 days, it will not allow a 50/50 installment. If you can send us a screenshot where you've seen the 50/50 option, we can send it to our team for review. As of now, the full payment is required for this reservation. Hope this helps." Subsequently, I did forward screenshots as requested. I was told that the information would be forwarded to her manager and that I would get a call back. Over the next week and a half, I had several exchanges (both via phone call & text messages); including a text on 12/19 which read as follows, "Hi *** - I checked with our reservation software and because this was a reservation from ***, we don't have access to the charge at all to be able to refund it. It was charged outside of our system and will just be paid out to us on the day of check-in. I tried to see if there was a way we could do it in our system, but we are not able to. The only action I have on my end is to be able to cancel the booking, but it doesn't trigger out a refund. I'm very sorry about this and wish there was more we can do. Would we be able to offer you a complimentary early check-in or late check-out as consulation...at no additional charge." I was told in a different text that the 50/50 agreement was allowed because of a "glitch" with ***. The last text I received prior to check-in read, "We apologize again and really appreciate you working with us through this and we do look forward to hosting you for a great stay celebrating your daughter's birthday". Shortly after our arrival we were greeted by a guy named Gabriel (I believe) who was to change the lightbulb at the entrance. I never saw him again; the light did not work our entire stay. The hall bathroom had dry urine between the toilet seat & the commode, several walls & light switches in the house were dirty, along with dishes & silverware (from the cabinets), there were stained towels and MOST egregious~one of my guest woke up soak & wet because the ceiling & vent over her bed was leaking rain. Its been over a week still no resolution.

Desired Outcome

This rental was a bust from the start. All I have gotten are excuses. A refund of half of the rental is the resolve I am seeking. When speaking with *** on 1/2 I was offered a $400 refund...I advised him that would be insufficient, as that would basically equate to a refund of the cleaning fee but would not address the fact that the ceiling leaked water all over my guest, her bed, the headboard and the night tables. After reporting the issue, I never did receive a call back from maintenance at all. When I requested *** escalate the situation, he initially told me that wasn't possible, but then advised me his superior's name was ***. When I requested to speak with her he said she wasn't available right now, and that he could have her call me back. I reminded him that I have already been patient, and agreed to hold while he looked at her schedule for availability. He placed me on hold and then told me that I would have to send an email in order to escalate the situation. At this time I begin recording the call, advised him of that, and requested he repeat what he'd said previously. He then mumbled something and disconnected the call. I called back several times, but got no answer and no call back.

Avantstay Response • Feb 06, 2020

AvantStay hosted *** and her guests at one of our short term rental properties from December 24 -26, 2019. The reservation was booked December 11, 2019 through the platform ***. Based on the information that she saw on *** she was under the impression that she would pay 50% at the time of booking and 50% upon check-in. We notified her on December 12th that the language on *** was not our own, and confirmed that any reservations that are made within 60 days of the check-in day, the full amount is due. We let her know that no errors were made on our end, and that we would not be able to refund her 50% back because the reservation was just two weeks away, and the entire total was due at that time. We even contacted *** on ***'s behalf, to see if anything could be done on their end, to no avail. AvantStay did not overcharge *** at all, and she paid the agreed upon total amount based on our payment timeline.

We have a dedicated 24 hour support team as well as property managers in the field to address any issues that may come up at the property. When *** reported any issues we promptly sent out our team member to address them on site. Additionally, according to our house rules which guests must review, ***, AvantStay is not obligated to refund for any repair or maintenance issues at the property. As a good faith effort, AvantStay has offered to refund *** over 20% of her reservation total for the inconveniences, most of which we were resolved already by our team member at the property. We are still willing to offer the $400 refund for ***'s stay.

Customer Response • Feb 15, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
They may have a 24 hour dedicated staff, but it is not true that my issues were addressed immediately. Regarding the most pressing concern, the leaking bedroom ceiling, I left a message the morning of December 26 for maintenance and never received a call back. I followed up with a call to Customer Service, who noted my concern and also that I would be checking out the same day...all that he offered was a callback from a manager regarding a refund.

It seems unreasonable that anyone renting a space would expect that the space should not be in good working condition during that rental. And that if there is an issue with the building itself, that the consumer - who rented the space in good faith that the condition would be as advertised/displayed - should have to be liable for the cost

Avantstay Response • Mar 02, 2020

As we have discussed earlier, we have acknowledged that the the stay was not perfect. As with all stays, if there is an issue we send out our team members to address. We agree that the guest should not have to fully bear the brunt of these issues, which is why we have offered to refund the guest $400. That is what we are able to offer for the complications that occurred during the stay.

Customer Response • Mar 20, 2020

Document Attached***
I am glad that you are finally willing to acknowledge there were several issues with our stay. I have attached an emailed response from AvantStay, in which a refund the full cleaning fee of $441.18 (which I agree should be refunded due to the tidiness, or lack there of). In the email you said that no additional refund could be offered because there was no record of my other complaints. Now that you have located those records, let us resolve this issue.
I am a public health nurse and am actively engaged in emergency response to COVID-19 in my county...hence the late reply. I would like to be done with this back & forth. I am willing to accept the full refund of the cleaning fee (as outlined in the attached email,) in addition to a 20% refund of the rental fee charged for the night of 12/25. Since there were five bedrooms & only one of those rooms posed an issue; in a previous response you thought 20% was fair.

Avantstay Response • Apr 04, 2020

We agree that this has dragged on for quite some time. AvantStay has never denied that there were issues with the stay. That was clearly acknowledged in our first Revdex.com response on February 6th. As we mentioned in our two most recent responses on the Revdex.com website, we are willing to offer a $400 refund at this time.

Customer Response • Apr 14, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided proof of my claims. This merchant has not acted honorably at any point in this process; that is documented as well. I stated my position, and we are obviously at an impasse despite my willingness to seek compromise. Is the Revdex.com representative able to mediate this matter further? And if not, what are next steps recommended? My credit union suggested the Attorney General's Office...would this entity be able to offer any insight?

Kitchen Oven was broken, Refrigerator was not working properly. Requested maintenance, a person show up, left. Have not heard from them after.
Before my stay Fri, Aug 9th to Sun, Aug 11th. I sent in an email, specifically asking questions about the kitchen. As it was important, since I was cooking for 12 people. They reassured me they have a fully functional kitchen. After we arrived, noticed the rifrigated was not keeping cool, when it was time to use the oven, it was not working. Called AvantStay @7:43pm spoke to management, they quickly sent someone out to inspect. The maintenance worker was able to verify that oven was broken and not usable and refrigerator was not working properly. He said he will request that they change the oven immediately. He left, and we have not heard back from him. As a results, things we needed to cook, we couldn't. As we waited for someone to fix it, toward the end of our stay, we ended up leaving without resolution. A lot of food and money wasted. Which I can live with. I called avantstay management, expressed my concerns and bad experience. and said that experience is not what I paid for. Requested a refund. And I said I will refrain from leaving any bad review and give them the opportunity to make things right. They communicated with me, postponed, rescheduled times I had set to speak with them. Conveniently when they only refunded $250 for my "inconvenience" my link to leave them a review expired. To top it all off, they manipulated the system and used it against me. Next, I escalated the matter to Airbnb, they said no problem. They came back and said can you show us documentation that oven was broken and refrigerator was not working. Or we will need to close the case. I tried to explain to them, that since avantstay is an actual company,that works for them and unless they are denying that any of these things happened, they should be able to request from avantstay, maintenance request, work order for broken oven, etc.. records from them. But those geniuses insist I provide those records. My biggest issues at this point, is they delivered terrible service, they did not fix it during the stay to make it right, they used the system against me by procrastinating on the resolution until my ability to leave a review expired and now essentially either denying it to Airbnb or just don't care. I have requested information from avantstay multiple times, they tell me they will provide it to aribnb directly, they just need to request it, airbnb says they will, I can't tell if they requested or not, eventually they send me another email saying we dont have any documentation, if you cant provide documentation we are going to close the case.

Desired Outcome

Full Refund and I want the ability to leave a review.

Avantstay Response • Oct 25, 2019

Hi ***,

You booked through Airbnb, which is a third party platform. Since you involved them in your resolutions case, we had to follow their mediation procedures and timelines to work with you. We tried to work with you directly to address any issues, but you decided to involve Airbnb and when that happens, we do have to follow their process for resolution.

Regarding the fridge, that was not an actual issue with the equipment. During the warmer months of the year, we do receive a high volume of complaints regarding fridges taking longer than usual to cool down. In all honesty, these issues are typically resolved by the guest just giving the fridge a little bit of extra time to cool down. The reason why the fridges take extra time to cool down when guests first arrive is because they typically add a large amount of items to the fridge right away when they first arrive. This puts an operational strain on the fridge and even our newest fridges take a little bit longer amounts of time to cool down. You were informed of this when you made the initial refrigerator complaint.

We understand you had a valid issue arise during your stay with the oven. We did try to send someone out to repair the oven and it needed a full replacement. Your initial report of the oven came in to our team less than 24hrs before your check-out, so by the time our maintenance team could assess, we didn't have enough time to order and install prior to the end of your stay. We did acknowledge this inconvenience and offered you a partial refund for the lack of this critical item. However, you were seeking a full refund, which we could not provide. Once you involved Airbnb, the decision was up to them to decide on a course of action. We worked with both you and Airbnb to help through the situation, but ultimately they came to the same conclusion as we did on this case.

We want our guests to always have the best experience with us, but we understand some things out of our control can happen. When these scenarios happen, we do our best to resolve them in the moment or offer resolution after the stay. We did make every best effort to come to a mutual agreement in this case. We hope you will reconsider staying with us again so we can show you the great experience we are known for.

Best,
AvantStay Team

Customer Response • Oct 28, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I did not randomly wake up on a Tuesday and decided to file a complaint with the Revdex.com. Your management team, denied responsibility when Airbnb reached out, would not cooperate and asked for ME to provide proof of oven being broken. That is ludacris. I am aware how refrigerators work, that one never cooled down.This has become more than a broken oven /fridge issue, you used the system against me, manipulated information to get out clean.

Avantstay Response • Oct 25, 2019

Hi ***,

You booked through Airbnb, which is a third party platform. Since you involved them in your resolutions case, we had to follow their mediation procedures and timelines to work with you. We tried to work with you directly to address any issues, but you decided to involve Airbnb and when that happens, we do have to follow their process for resolution.

Regarding the fridge, that was not an actual issue with the equipment. During the warmer months of the year, we do receive a high volume of complaints regarding fridges taking longer than usual to cool down. In all honesty, these issues are typically resolved by the guest just giving the fridge a little bit of extra time to cool down. The reason why the fridges take extra time to cool down when guests first arrive is because they typically add a large amount of items to the fridge right away when they first arrive. This puts an operational strain on the fridge and even our newest fridges take a little bit longer amounts of time to cool down. You were informed of this when you made the initial refrigerator complaint.

We understand you had a valid issue arise during your stay with the oven. We did try to send someone out to repair the oven and it needed a full replacement. Your initial report of the oven came in to our team less than 24hrs before your check-out, so by the time our maintenance team could assess, we didn't have enough time to order and install prior to the end of your stay. We did acknowledge this inconvenience and offered you a partial refund for the lack of this critical item. However, you were seeking a full refund, which we could not provide. Once you involved Airbnb, the decision was up to them to decide on a course of action. We worked with both you and Airbnb to help through the situation, but ultimately they came to the same conclusion as we did on this case.

We want our guests to always have the best experience with us, but we understand some things out of our control can happen. When these scenarios happen, we do our best to resolve them in the moment or offer resolution after the stay. We did make every best effort to come to a mutual agreement in this case. We hope you will reconsider staying with us again so we can show you the great experience we are known for.

Best,
AvantStay Team

Customer Response • Oct 28, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I did not randomly wake up on a Tuesday and decided to file a complaint with the Revdex.com. Your management team, denied responsibility when Airbnb reached out, would not cooperate and asked for ME to provide proof of oven being broken. That is ludacris. I am aware how refrigerators work, that one never cooled down.This has become more than a broken oven /fridge issue, you used the system against me, manipulated information to get out clean.

Avantstay Response • Sep 10, 2020

We are so sorry to hear that your experience has been anything less than exceptional. We have worked with you to get you $250 as we have documentation showing that the oven did need to be replaced. Unfortunately our staff found that the refrigerator did not have any issues and so we were just able to refund for the oven. We apologize if our process was frustrating, but we have policies and procedures that have to be played out, and the intention was never to abuse the system. However, when the issue was taken to Airbnb, it was taken out of our hands and they now decide the next course of action.
We want our guests to always have the best experience with us, but we understand some things out of our control can happen. When these scenarios happen, we do our best to resolve them in the moment or offer resolution after the stay. We did make every best effort to come to a mutual agreement in this case. We hope you will reconsider staying with us again so we can show you the great experience we are known for.
Sincerely,
AvantStay Team

Customer Response • Sep 10, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I accept this? Are you taking me for a complete it. You lied to me, you accused me of lying. Pawned me off to Airbnb, then try to come back and clean up the mess and call the 250 refund a good faith refund for the oven. The truth is... The management team, denied responsibility when Airbnb reached out, would not cooperate and asked for ME to provide proof of oven being broken. Which of course I could not. You give a insulting 250 refund, after my ability to leave a consumer review was expired. You defending your self, say you are not manipulating the system just makes you look unintelligent. Using it as a good faith gesture? It's a *** Gesture, you know exactly what you did. I want a full refund, no exceptions. And if you keep insulting me, I will share this non-sense publicly on other FORUMS to show everyone what your team is capable of doing, the truth. How many different ways you try to cover up your lies and can get out of a situation by manipulating information. The exceptional stay part, is gone, The good customer service part is gone. You and your team earned this review. I was tricked out of leaving a review on your platform. But I have other options as you as you may have realized to share my experience, which I am entitled to. full refund.

After a 4 month process to attempt to sign a lease for my property in Carnelian Bay this company lowered the amount by *** last minute.
Here is the email that I sent to their head of corporate development, Fiona Quinn prior to a call that I had with her this week, outlining the timeline of interaction and my issues with their practices but she and they are unwilling to try to resolve this with me in any manner (Mr. is their CEO):

I'm not sure which would be the more egregious example of not working in good faith - dropping the lease amount by *** a month then raising it by $300 or terminating the discussions the next day after promising a conference call to finalize things. The bottom line is that your folks represented (verbally, in proposals and lease drafts) that we were in agreement on terms a number of times, causing me to rebuff other inquiries on the property since February, invest about *** that I wouldn't have otherwise needed to do at this time and end discussions just weeks before the lease start date.

It is my hope that we can finalize this agreement as envisioned as despite an attempted last minute *** drop. I hope you will agree that providing this and the other communications that I've provided to AvantStay to resolve and finalize this lease agreement demonstrates that I'm making best faith efforts on my side.

1/23 - my agent, *** emails me that AvantStay would like to tour *** CA which was listed on MLS for lease. We receive feedback from the AS team that they want to lease the house.

2/12-13 - I posed about fifteen or so questions to the terms that were sent over from AS and the next day I received a reply from *** which he received that included "They are firm on the *** per month....The response from *** was that next year it will be *** then *** then *** etc."

3/28/19 - *** met with *** and I was given a list from *** of items that needed to be updated, etc. We had ben asking for a lease since early February and *** committed to provide one shortly.

3/28 - 4/5 - I moved forward with ordering the replacement of upstairs living room windows and updating most of the homes' walls from wallpaper to paint representing *** of work that *** and *** had requested.

4/11 - We received the draft lease *** rent) and we responded back with comments on 4/13.

5/7 - Received feedback from *** on what shade and kind of paint is preferred.

5/9 - Got an updated lease without any material changes. We resent comments on 5/13.

5/17 - We receive back an updated draft lease which closed all but about half a dozen, mostly small issues which I believe we sent back re in a reply on 5/22.

5/29 - Had a scheduled call with *** and one other person to go through final lease points and resolved all but one in regards to the amount of use of my own home.

5/30 - We received a note from *** that the numbers had to be 're-run' and that the new proposal was reduced by *** to *** per month. *** and I separately replied with our displeasure with such material changes at this late juncture when we were needing to ready the house for the upcoming start to the lease in parallel by completing updates in advance and also rebuffing inquiries for the past 3-4 months as we negotiated this lease agreement in good faith.

6/5-11 - We receive an update offer of *** On 6/9 we countered with *** - and on 6/10 AvantStay came back at *** but then the next day, on 6/11 decided to terminate discussions with no explanation.

6/12-13 - Sent LinkedIn message to *** asking for his assistance.

6/13 - I email *** asking if AvantStay will be re-engaging to which she replies: My apologies; Since we last corresponded I have not been in the loop as you and *** have been in talks with *** and *** Please allow me to get caught up on the matter. I suggest we all get on the phone as there seems to be some miscommunication. Hopefully we can get this all sorted out. I do apologize for the untimely inconvenience these negotiations have caused you.

Desired Outcome

I don't believe I can pursue this legally despite having lost potentially as many as 6 months of rent for nearly *** from what I feel were their bad faith, 'bait and switch' tactics and it is my hope that without causing myself any legal liability for defamation or the like, that the Revdex.com can be aware of this in case it is a customary practice for this company and protect this from happening to future lessors who they may negotiate with.

Avantstay Response • Jun 30, 2019

AvantStay first entered into negotiations to lease Mr ***'s property at Fulton Cres in January with the intention of beginning the lease before high season, however Mr ***'s agent and Mr *** noted that they wanted to complete some work on the property before AvantStay took over the lease. *** presented pre-existing plans for work and asked for advice on the work, which AvantStay provided. No agreement was in place for AvantStay to take the lease, and conversations slowed from January until June. Negotiations picked up again in June, and due to the 5 month delay and subsequent missing out of high season AvantStay revised their offer for the lease. The number could not be agreed upon and so AvantStay exited the lease. Mr *** has subsequently sent threatening messages to members of the AvantStay exec team and Board, threatening to slander the AvantStay name and requesting damages (with no basis).

Hello;

We booked this property through VRBO and it is managed by AvantStay.

The property is falsely advertised. The property was dirty and not as promised. The pool and hot tub were not heated as guaranteed. The property manager was informed when we checked in and did nothing to rectify the issues. We vacates the property two hours later and asked for a full refund based on the fact that it was falsely advertised and not in acceptable condition. We have photos and texts.

AvantStay has refused to refund our money.

Desired Outcome

Refund Based on the horrible condition of the vacation home and that it was falsely advertised we would like a full refund. We did not stay in the property.

Avantstay Response • Mar 25, 2019

Nothing about the home was falsely advertised. The guests arrived and pointed out items such as fallen fruit and leaves from the trees and took photos of the curtains claiming they were all damages. They weren't able to get the pool and spa working, so we offered to send someone out to help them, but the guests declined and told us they were leaving. We informed them that our contract stated they would not receive a refund if they left, and again asked if we could come by to take a look at the items they pointed out, but they declined. They then left the home and asked to be fully refunded, which we declined based on our rental agreement they signed and the fact that there were no concrete issues that warranted a refund. Our policy is to attempt to fix issues as they arise, but we cannot issue a refund if a guest doesn't allow us the opportunity to remedy the situation.

Please let me know if you need any additional information from me.

Customer Response • Mar 26, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
The home was falsely advertised. The photos I have prove that the yard was filthy and unusable. There was debris from branches, piles of leaves and feces. The out door furniture ( lounges, chairs, table, counter and Bbq was dirty and soiled with bird feces. The photos I have and sent to AvantStay prove my words. It was obvious the yard had not been maintained in weeks.
The pool was also filled with debris. The pool and hot tub were freezing cold even we were guaranteed to have it heated and paid for the that.
The inside of the house had stained counters and all the window coverings were 100% plastic and as a result the entire house smelled of the off gasing of plastic. It was awful. I have photos of the plastic curtains as well.
AvantStay did nothing to rectify the situation. In fact, we waited for someone to show up for two hours.
We became frustrated as we believed our six day vacation was ruined. Our only recourse was to leave the property and stay st a hotel.
I haven't even mentioned the the trouble we had even getting inside the house. We were emailed the wrong information and had to access the house through garage door. We were never even emailed the code. I have all the texts from AvantStay to verify this too.
This property was a mess and uninhabitable.
We have also not been able to leave a review of the propert on VRBO as AvantStay has blocked users from leaving reviews.
We will continue to pursue a full refund.

Customer Response • Jul 31, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response of AvantStay. They have chosen to deny and disregard my requests to resolve our issues AvantStay also refuses to allow customers to leave reviews on VRBO where they advertise their properties.
AvantStay refused to acknowledge all our issues with the property then and they continue to do so now.
Not once has AvantStay acknowledged the plastic window coverings in every room of the house.
AvantStay has only tired to diminish my concerns and issues with the property.
This property was in such bad shape that it would have taken at least a couple of days to clean it.
I was promised a heated pool and I got a freezing cold pool and hot tub that was filthy.
I have over 20 photos of the property and all the texts of the AvantStay representative. We were never offered a resolution so we chose to spend our holiday at a hotel. We never stayed in the house for more than two hours yet AvantStay took all our money. Consumers have a right to know what they are getting when they book with AvantStay.

Avantstay Response • Jul 31, 2019

We pride ourselves on offering experiences that are above industry standards. We did not falsely advertise our property - we understand that some things are out of our control i.e. (like falling branches or bird feces after we have cleaned the property ) and explicitly note as much in our rental agreements and always strive to quickly rectify any issues. We have documentation signed by the guest which recognizes the possibility of changing conditions and the process for addressing these issues, including having our Hospitality Manager to personally come out to assist as required. In spite of this the guest never raised any issues during their stay and we never had the opportunity to help.

Check fields!

Write a review of Avantstay

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

Avantstay Rating

Overall satisfaction rating

Address: 750 N San Vicente Blvd # 800, West Hollywood, California, United States, 90069-5788

Phone:

Show more...

Web:

This website was reported to be associated with Avantstay.




Add contact information for Avantstay

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated