ComplaintsforNamastay Vacation Rentals

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  VRBO Vrbo reservation ID: ************************************ ************************* On October 2, we entered our rental vrbo. I reside in ******* and completed this action long distance/online. I immediately encountered issues and became suuspicion because there was an ardous process for payment reguiring orbitz, ********, vrbo and another entity i believe. Superhop and orbitz took ******, ***** and .14 immediately which in turn caused my bank to shut down my account for suspicion of fraud. I contacted ******* immediaely of VRBO the property contact. She indicated it is a new verification. She emailed the company with a cc to indicating they are to refund my $500. She then proceeds to say I will immediately need to pay her $849. I was confused as this is wayyyyy past the total amount of stay and I did not know why I was paying twice and had to wait for my own money back it was all i had in vaction fund. NOT RESOLVED Upon arrival The condo was filled with cat hair, cockroaches and spiders throughout bathroom. The bathroom tub was dark with dirt. The living room table was about to fall over. The ************ had no support you sat and hit floor underneath. Microwave, Fridge , Stove had sticky dirty smudges. The floors had crud on the corner of inner hallway to bedroom Tub corners were crusted with rust and debris. Outside there is a falling large piece of ceiling with exposed black mold. The area was not safe as we were told. We were not given a code for the front door. Two residents acccosted, would not help us. We said we were trespassing as the owner of the bnb did not get permission for our stay after asking us how long we were staying. 7 days. They said minimum 30 and we should be there. Steps were stained with urine. We contacted vrbo & the host. We stayed 4 hours and paid own accomodation elsewhere. She is refusing to return our 1388.23+*****+90+500+14+849 stating we violated by leaving early we submited all photos and video to host & vrbo

  Business response

  10/04/2023

  I apologize to waste the time of the BBB with this irrational Behavior and misinformation. Unfortunately our guest is very confused and Im happy to clarify all of the reported concerns.

  1) refund was sent to the guest minus a $75 fee (one night of the rental rate) because the guest was in our rental from 2pm to 9:45pm and should have left the premises immediately if they were unhappy with the accommodation.

  2) many of the photos and complaints, including the photo of the ceiling mold are the within the condo building and not an accurate depiction of our condo itself. This is a multi level condo building and Im sure a neighbor had some renovations occurring. In addition, we are not responsible for the upkeep and renovations within the common areas of the building nor anyone elses condo unit. There is no mold in our condo. 
  

  3) Although these cleanliness issues are highly exaggerated we agreed to a refund within an hour of receiving a slew of texts from the customer and stop continue to receive emails and harassment from this guest.

  4) customers payment is outlined in the screenshot below and totals $759.85. This includes the nightly rate, taxes and a cleaning fee.

  5) As a property management company we work with a third party guest verification and security deposit called ********. This company protects us as the host by providing  us with a background check on the guests and they keep on file complaints of the guest for other property managers to see so we can help one another from troublesome guest. The client signed a rental agreement and paid ******** on their own accord as this is a requirement for all of our guests. ******** refunds the security deposit within 7 days of check out so long as we do not file a complaint with them. 
  

  6) our condo was cleaned by a professional prior to guests arrival as this is standard protocol. I have confirmed with photos that the unit is clean. This is an older condo with general wear and tear and older appliances. We did not advertise this condo as newly renovated and our photos accurately match the listing. 

  7) we provided very clear check in instructions to guest the day before arrival in regards to accessing the building. At arrival, they were still very confused and we helped them over the phone. We told them multiple times there is no door code for the building. We provided them with a lockbox code and key to access the building. 

  At no point was there deception from our side in regards to communication with the customer on how to make payment, what ******** is, or what our condo looks like.

   

  all evidence of communications provided. Please let me know if you have any additional information. As a company with zero complaints, I hope you can make an informed decision. 

   

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