Luxury Stay LLC.

The night before our trip, they called to say that the property could not be ready until the following day because the heat was brokenThey apologized for losing a day but said that the house would be ready by 10am once the proper part was delivered We were very upset - but understood that if the house was uninhabitable (as they had said) there was nothing we could do The next morning our rather large group took the very long drive up to the house to find that the cleaning people and the hot tub repair guy were there because LAST NIGHTS TENANTS JUST LEFT There was never an issue with the heat / they had simply double booked and waited until the last minute to try and remedy the situation by lyingEvery single person in our group lost a day's pay at work, we had to cancel lift tickets for that morning and the overall tone of our trip was soured since we lost 25% of our stay When we called to complain they kept passing the blame and we were told that as an apology we would get our security deposit backWE ARE SUPPOSED TO GET THE SECURITY DEPOSIT BACK! The house was disgusting with holes, cracks or burn marks on every single wallBut that is barely worth mentioning These people give is the run around for monthsThey did not want to compensate us for our lost timeThey did not understand why we wanted a quarter of what we paid back when we lost a quarter of our time in the houseNeedless to say, we were incredibly disappointed with what they decidedAnd on top of that, it took eight weeks for us to receive the check Save yourself a major headacheDo not book with Luxury Stay!

I had TERRIBLE experience they are liersmy main complaint to them is : 1) the check in was at 3pmbut they only let us check in at 5pm(late check in on their behalf) 2) they said they can accommodate up to peopleobviously they cant some of us had to to sleep on the couches and floor without blankets, pillows, and it was freezing!

Revdex.com:At this time, I have not been contacted by Luxury Stay LLC. regarding complaint ID ***Other than their delinquent refund of my $security deposit, the business has not contacted me in any manner regarding my complaint and the variety of issues that I have addressed.Sincerely,*** ***

Revdex.com:
At this time, I have not been contacted by Luxury Stay LLC. regarding complaint ID ***
Sincerely,
*** ***

At this time, I have been contacted
directly by Luxury Stay LLC. regarding complaint ID ***, however my complaint has NOT been resolved because:
Actually, the business has NOT contacted me directly; however, they did refund my $security deposit approximately weeks later than it should have been refundedThis refund seems to have been some sort of automated processThere has been no attempt at personal communication, and they have not contacted me about the broader issues that I have addressed
Sincerely,
*** ***

I had TERRIBLE experience. they are liers. my main complaint to them is :
1) the check in was at 3pm. but they only let us check in at 5pm. (late check in on their behalf)
2) they said they can accommodate up to 20 people. obviously they cant.
some of us had to to sleep on the couches and floor without blankets, pillows, and it was freezing!

Dear [redacted],
We are in receipt of your letter dated September **, 2014. [redacted] stayed at one the homes in the [redacted] Vicinity from July [redacted] through July [redacted], 2014. Upon his party’s check out, damages were recorded on the rental property. The company’s...

security deposit policy clearly dictates if no damages were reported, the renter would receive it by the 10th business day after check out. In order to ensure accuracy with damage reporting, we requested additional information from the cleaning company, which can take up to an additional 3 weeks. [redacted] received two emails, one on September *, 2014 and the second on September **, 2014. Both emails explained the details of the damages and the costs associated with these damages. Additionally, the emails contained evidence of such damages (photos, explanation, etc.…). We have received no further contact from [redacted]. 
Thank you for your time and consideration on this matter.

The night before our trip, they called to say that the property could not be ready until the following day because the heat was broken. They apologized for losing a day but said that the house would be ready by 10am once the proper part was delivered.

We were very upset - but understood that if the house was uninhabitable (as they had said) there was nothing we could do.

The next morning our rather large group took the very long drive up to the house to find that the cleaning people and the hot tub repair guy were there because LAST NIGHTS TENANTS JUST LEFT.

There was never an issue with the heat / they had simply double booked and waited until the last minute to try and remedy the situation by lying. Every single person in our group lost a day's pay at work, we had to cancel lift tickets for that morning and the overall tone of our trip was soured since we lost 25% of our stay.

When we called to complain they kept passing the blame and we were told that as an apology we would get our security deposit back. WE ARE SUPPOSED TO GET THE SECURITY DEPOSIT BACK!

The house was disgusting with holes, cracks or burn marks on every single wall. But that is barely worth mentioning

These people give is the run around for months. They did not want to compensate us for our lost time. They did not understand why we wanted a quarter of what we paid back when we lost a quarter of our time in the house. Needless to say, we were incredibly disappointed with what they decided. And on top of that, it took eight weeks for us to receive the check.

Save yourself a major headache. Do not book with Luxury Stay!

I had TERRIBLE experience. they are liers. my main complaint to them is :

1) the check in was at 3pm. but they only let us check in at 5pm. (late check in on their behalf)

2) they said they can accommodate up to 20 people. obviously they cant.

some of us had to to sleep on the couches and floor without blankets, pillows, and it was freezing!

Review: My mother booked a house for us to be together in the Poconos from 12/**-12-**. She paid in full on October ** and then on December ** was told her money would be refunded because the [redacted] of the property decided not to go away, and therefore the house could not be rented. According to the contract my mother received, if such a situation does come up, Luxury Stay is to suggest alternative lodging or a refund. No alternatives were suggested, my mother was told everything was booked. She was refunded her full amount.

Unfortunately, with such short notice, we are having a terrible time trying to find a home of similar quality for the cost.

On top of that, we feel this company is simply not being honest. My sister called to inquire about other properties (they are the primary agency for larger rental homes in the Poconos) and was told that they did have one property available, but only from 12/**-12/**. It was the house that cancelled us. If their reason is correct, that the [redacted] decided to not rent the property, it is impossible that they could be renting it to others. It is very difficult to see what is available from Luxury Stay. The service companies that list these properties - VRBO, HomeAway, etc, all show calendars that are 100% open. Then you have to call Luxury Stay to get the exact price and availability info, and that fluctuates wildly depending on when you call. My mother’s price for 4 nights when she booked in October was about $425/night. The quote to my sister yesterday for 3 nights for the same property was $800/night.

It seems to us that our booking was cancelled so that they could make room for another renter, at a higher price. We honored the agreement, paid in full, and have been preparing for some winter fun in the Poconos. This company has not honored the agreement because (1) they appear to have lied as to the reason for the change and (2) they haven’t really offered any help as they said they would.

A refund does not seem like appropriate compensation or appropriate customer service. They told my mother they looked for alternate properties, but after they looked at their own properties, they haven’t continued to look. My wife, daughter and I have booked flights to arrive in time to meet everyone and we don’t have a place to stay.

And advise on how to proceed would be appreciated. This was the Christmas gift from my Mom to her children and grandchildren and it is extremely frustrating and disappointing to see it go away. It’s further insulting to feel it is going away because of dishonest practices.

Thank you for your time and consideration, [redacted]Desired Settlement: I believe the proper outcome was not to refund the money until all acceptable options for alternate properties were reviewed. This did not happen. And therefore, the language in the contract was not honored. A proper outcome, with consideration of all that is involved with organizing group travel during the holidays, would have been to make sure a similar property was secured so that our group would have a place to stay. Without lodging, our holiday gathering can not happen.

Review: I made an initial deposit of $420.00 via credit card for hold on a rental property in [redacted]. The merchant, Luxury Stay, indicated they would send a leasing agreement form for me to sign within 24 Hours, or they could not proceed with the rental property. In addition, Luxury Stay requested I send a copy of my valid driver's license for identification. Due to change in travel plans, I never returned the documents, did not send a copy of my driver's license and never signed any documents. On November **, 2015, I cancelled my request for the rental property and requested a refund of 420.00. I made numerous attempts to contact Luxury Stay via both telephone and e-mail. All attempts were ignored until December *, 2014. Luxury Stay indicated I must proceed with the rental.Desired Settlement: Refund of 420.00

Review: I rented a house in Cresco, Pennsylvania through Luxury Stay, LLC for a two-night business trip in the Poconos during November 2014. The property was seriously misrepresented in Luxury Stay’s listing on TripAdvisor. Among other misrepresentations, Luxury Stay asserted that the “house was completely renovated in March 2014 and features 5 bedrooms with 2 full bathrooms” and that it includes “5 bedrooms (which) feature queen size beds, linens and towels included.” The house was, in fact, a log cabin in a sad state of disrepair. The listing implied that this is a two-story home. What it does not explain is that 3 of the bedrooms and the larger bath are located in the basement. One of those basement bedrooms had no windows and no heat.

There are burned out (or missing) light bulbs everywhere both inside and outside the property. Because we were not about to stay in a basement (and fortunately there were only two of us), we used the upstairs bedrooms and bath. The bathroom is smaller than the bath in most campers or cruise cabins. You literally bump into the wall when using the toilet or trying to dry yourself at the end of a shower. The first floor bath includes a baseboard heater which does not work but is totally crusted over with rust from urine splash. On the other side of the toilet is a toilet brush holder that is also rusted from urine splash.

In the kitchen, there was trash in the wastebasket from a previous guest. The side of the noisy refrigerator in the “brand new kitchen” was covered with scratches and dents, and there is a lovely view in the space between the stove and the cabinets ... including the rodent bait. Both inside and outside, this house needs a serious visit from the local building and electrical inspectors. There is wiring to be found everywhere that cannot possibly be up to code, along with the bathroom heater that does not work, and a downstairs thermostat that is missing its cover. The jumble of wires and debris under the back deck is particularly worrisome.

Other issues? A broken screen, dirty windows, a broken bed frame in one of the basement bedrooms, gouges in woodwork. Outside, the yard is an unlandscaped wasteland. Nonetheless, this was represented as a luxury property.

Immediately after arrival, I called the Luxury Stay telephone number twice to express my dissatisfaction and to explain that I expected a significant refund. They NEVER returned my calls. I paid $980.00 for this two-night rental, which included a refundable $250.00 security deposit. The basic fee also included a linen fee (even though the listing says that linens are included) and a cleaning fee (although I can provide extensive photographic documentation that any prior cleaning was woefully inadequate and unacceptable). According to my rental contract, the $250.00 security deposit was to be refunded with 10 business days of departure. That time has significantly passed, I have not received that refund, and Luxury Stay is once again not returning my phone calls.Desired Settlement: I am extremely upset over this regrettable rental experience. I demand the refund of my security deposit, under the terms of our agreement, and I fully expect the refund of a significant portion (if not my entire) rental fee, as compensation for this terrible experience. I also expect Luxury Stay LLC to cease and desist from its use of misleading advertising practices. There is no excuse for the failure to return telephone calls, leaving a renter with no remedy for problems such as I encountered upon arrival.

Consumer

Response:

At this time, I have been contacted directly by Luxury Stay LLC. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Actually, the business has NOT contacted me directly; however, they did refund my $250.00 security deposit ... approximately 2 weeks later than it should have been refunded. This refund seems to have been some sort of automated process. There has been no attempt at personal communication, and they have not contacted me about the broader issues that I have addressed.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Luxury Stay LLC. regarding complaint ID [redacted]. Other than their delinquent refund of my $250.00 security deposit, the business has not contacted me in any manner regarding my complaint and the variety of issues that I have addressed.Sincerely,[redacted]

Review: I agreed to rent a "premium" property from Luxury Stay from 6/[redacted]. Upon arriving on 6/**, it was immediately clear this company had misrepresented their property and did not have awareness of its condition. Their were several dangerous electrical code violations around the house and a door off their hinge with exposed screws. The backyard was completely unusable as the grass had grown over 2 feet in height. I promptly called the company to remedy the situation. They couldnt promise anyone there to cut the grass earlier than the following day, and when I asked about relocating, they said they were waiting to get in touch with the [redacted] I patiently waited and worked with them for almost two hours, throughout which I was still waiting to hear from a [redacted], before I had to make the decision to vacate the property. When they did offer an alternative two hours later (which should have been when we were all checking in to the first property), they could not guarantee that it had the same amenities. I could also not trust this company to deliver on a property that was in any better condition than this first one, and could not in good faith send 15 other guests and myself somewhere else sight unseen.None of these issues were unforeseen, they were products of negligence and code violations and in no way make for a property suitable to rent to guests, especially when considering this is listed as a "premium" home on Luxury Stay's website. What I agreed to rent was no where near what I showed up to on Friday, June **.I have been trying to work with Luxury Stay myself to receive a full refund but they are refusing. This property was grossly misrepresented. Its clear now this NY based company is too far removed from their properties to be aware of their condition.I am disputing all charges from Luxury Stay related to this rental property June [redacted]. I was off the property by 3:00pm (their official check in time), and never returned, and therefore never received the services I paid for.Desired Settlement: I am requesting a full refund of $1927.88. This property was not a "premium" home. It was unsafe and unfit for renters. The agreement we had should not be honored due to the misrepresentation of this home, and the negligence of the company in maintaining said property.

Consumer

Response:

At this time, I have not been contacted by Luxury Stay LLC. regarding complaint ID [redacted].

Sincerely,

Review: I rented a home through this company from July [redacted] through the [redacted] of 2014 at [redacted] in the [redacted]. At the time of payment before rental I was told a $250 deposit was included in the payment which will be refunded as long as there is no damage to the home. We left the home with no damages. But that is not the primary reason for the complaint. After a few weeks I received absolutely no communication from them in regards to my deposit. On my first phone call, a representative told me I would receive the credit within two business days and have an e-mail receipt that night, providing a verbal expectation that my security deposit is being returned in full. I received nothing. A week later I call again. I'm told I will receive an e-mail that evening. Nothing. On the fourth time I call, the representative who actually answered the phone told me now that I'm not getting my whole security deposit back and refused to tell me what I would receive or put a manager on the phone. She stated I would absolutely receive the e-mail this time and it would disclose all the details. I received nothing. That was the beginning of September. At that point so much time has passed how can they even tell me there was damages that I've done seeing as the place has been rented to other people? And I'm certain that place was in the same condition when we left as when we arrived. Today was the Sixth time I've called. Sixth. Now I'm getting no answer and no return call from the voicemails I leave. I'm blown away at the sheer disregard of their employees for something so simple. I'm clearly being avoided in the hopes that I just give up and I get the feeling that they must be doing this to others.Desired Settlement: I would like my $250 security deposit back. They have not communicated to me whatsoever to this date any details that they feel should call for a lesser return of my deposit. The fact that they've failed to provide such communication in a timely manner or even provide me with a verbal communication of it the 6 times I called the business makes me feel like the return of my full deposit is valid and just, especially because I have to go to these lengths to even get a response.

Business

Response:

Dear [redacted],

We are in receipt of your letter dated September **, 2014. [redacted] stayed at one the homes in the [redacted] Vicinity from July [redacted] through July [redacted], 2014. Upon his party’s check out, damages were recorded on the rental property. The company’s security deposit policy clearly dictates if no damages were reported, the renter would receive it by the 10th business day after check out. In order to ensure accuracy with damage reporting, we requested additional information from the cleaning company, which can take up to an additional 3 weeks. [redacted] received two emails, one on September *, 2014 and the second on September **, 2014. Both emails explained the details of the damages and the costs associated with these damages. Additionally, the emails contained evidence of such damages (photos, explanation, etc.…). We have received no further contact from [redacted].

Thank you for your time and consideration on this matter.

The night before our trip, they called to say that the property could not be ready until the following day because the heat was broken. They apologized for losing a day but said that the house would be ready by 10am once the proper part was delivered.

We were very upset - but understood that if the house was uninhabitable (as they had said) there was nothing we could do.

The next morning our rather large group took the very long drive up to the house to find that the cleaning people and the hot tub repair guy were there because LAST NIGHTS TENANTS JUST LEFT.

There was never an issue with the heat / they had simply double booked and waited until the last minute to try and remedy the situation by lying. Every single person in our group lost a day's pay at work, we had to cancel lift tickets for that morning and the overall tone of our trip was soured since we lost 25% of our stay.

When we called to complain they kept passing the blame and we were told that as an apology we would get our security deposit back. WE ARE SUPPOSED TO GET THE SECURITY DEPOSIT BACK!

The house was disgusting with holes, cracks or burn marks on every single wall. But that is barely worth mentioning

These people give is the run around for months. They did not want to compensate us for our lost time. They did not understand why we wanted a quarter of what we paid back when we lost a quarter of our time in the house. Needless to say, we were incredibly disappointed with what they decided. And on top of that, it took eight weeks for us to receive the check.

Save yourself a major headache. Do not book with Luxury Stay!

Review: I rented a house in [redacted] from 2/**/15- 2/**/15. I paid $2675.82 for the three night rental in advance of arrival per the company's policy. I arrived at 4:00pm on 2/**/15 to find that the heat in the home did not work. The heat was not repaired until 10:30pm on 2/**/15. While repairing the heat the maintenance technician knocked out the power to one of the occupied bedrooms so natural light was the only light source for the duration of my stay. The heat went out again the night of 2/**/15. On 2/**/15 there was no water. I called and emailed the booking agent and have not gotten a response. I had to call the [redacted] numerous times in order to get a return call. During the course of this stay I found out that the heating and water issues were not new; this property was not in a condition to be rented out; especially in the middle of winter. There were numerous other issues with the property but the main issue was heat and water. I have asked for a refund, but no one has responded.Desired Settlement: I expect a full refund. I traveled eight hours and recruited my friends and family to join me. We were cold, uncomfortable and had no where else to go. An apology and a dedicated effort to fix the problems timely would have helped and might have even been enough but that was not provided. Instead I had to call repeatedly and was given the run around for three of the four days we were there and they continued to make promises then not follow through, not return and not come back.