AvantStay
reviews and complaints

I don't even know where to begin! This house was everything and more! The pictures do not do this place any justice. It was beyond what we expected and perfect for our group of 7. Everyone had their own room with an in suite bathroom. The house had spacious rooms/bathrooms, a fully equipped kitchen, game room, rooftop, and an elevator which was perfect because my husband had injured his foot right before our trip. The weather was not that good in Destin until the end of the trip, but the house made up for it. The manager, James, was very helpful and gave great suggestions on where to go in the area. We loved the house so much that we decided to extend our stay and AvantStay was very responsive and helpful with that. We are 100% happy that we booked with AvantStay and will definitely be booking in the future!

We paid over 11,000.00 up front for a house in Temecula to be shared by four families over the New Years holiday. I called AvantStay more than 30 days in advance to cancel our reservation for three reasons: 1. The California governor mandated that no more than 3 families should gather because of the recent Covid surge (a mandate that came weeks after we made this reservation) 2. One family within our party has been exposed to Covid 3. One member of our party is clergy (a rabbi) and has become overwhelmed with congregants who are facing death and death of loved ones. The people I spoke to at AvantStay said that despite the governor's new mandates they would be "sticking with" their original cancellation policy and we could get back 50% only of the money we have paid. We are happy to pay a cancellation fee, but an over 5,000.00 cancellation fee is outrageous.

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.

Would give negative stars if I could. TERRIBLE experience with AvantStay. I negotiated a discounted rate for one of their properties for a very last minute stay. They emailed a rental contract which I signed immediately. Then a few hours later the person I had corresponded with emails me less than 48 hrs before check-in time and says they made a mistake, the discounted rate they gave me was too low so I need to pay MORE. It wasn't a huge, they were off my a digit mistake, they were haggling me over 20%. I spoke with someone higher up and that person was extremely apologetic and very embarrassed but he couldn't do anything because his boss was holding firm on the price. I was paying 5 figures on a property that would otherwise remain vacant but they still thought it was a better idea to stand firm on the price instead of eating their small mistake. This is the type of company they really are.

We found AvantStay after researching various properties for a small post-Covid family reunion in the SoCal area. I was intrigued by their properties at VRBO and quickly found their website. It was great, well laid out and opened me up to many new possibilities - including gorgeous homes in all different areas. We found a stunning house in Temecula and after some research booked it. I am so grateful to say that the weekend was a smash, and everyone loved the house. Pool, view, ample footprint and really wonderful, comfortable bedding and linens. The kitchen was stocked with all the housewares we would need for a really big holiday dinner, plus. Best is this: the management company was attentive and thorough. They answered all my pre-trip questions quickly and accurately. And they helped promptly when we had some trouble figuring out how to use the spa tub etc. I will recommend them to my friends. And I will be back on their website looking for new places to go!

This company promises one thing on the phone and that completely goes back on what they say. I was promised a two month rental at one rate and a two month extension at 10% more. Once I agreed and paid for the two month rental, there was no response from the company on the extension. As soon as both months were paid for, they kept calling me and saying it was available, but at a higher rate now. Then they said it is not available and got angry about their costs. This company is unethical in the way that they approach business. Just read the reviews below... I am sure that there are 100 more that have not been written. The only good reviews are clearly written by their own people and all on the same day. The housing is also sub-standard and the internet never worked. Lots of problems, but because we had young kids, we did not want to move them after a traumatic evacuation out of Africa. They would rather just be in one place for four months and that is what I had agreed to before coming to the USA...

If there was an option for zero stars I would have selected this. We had a horrendous experience with an AvantStay property. When we arrived there was trash all over the place and the home wasn't clean. The deferred maintenance on the home we selected to stay at for a week was over the top. Everything from the showers not working well to the internet not working, curtains falling down, sink faucets falling off, rugs so old that they were creating tripping hazards and many more things were subpar for the amount of money we were spending. We spent at least 25% of our vacation communicating with the local team of all the things going wrong. The local team made attempts to fix what they could, but the deferred maintenance made this home not fit for a rental. AvantStay refunded us a little bit of money, but far below what should have been offered given all the things that were wrong with the home and the amount of time we spent communicating with them and trying to fix things ourselves. I would not recommend using this company and staying at any of their properties. This home was not fit for anyone to use!

I've yet to experience a company that has such money grubbing practices and impersonal customer service as AvantStay. I would highly recommend staying FAR away from this company. We had a very unfortunate situation that was met with zero understanding or action. The home that we rent every summer for years in San Diego (the shore front) was recently sold and newly managed by AvantStay. We were contracted for two weeks in July and had already paid our deposit to the previous owner (which we still haven't received a refund). I contacted AvantStay to rebook our dates and after our conversation about specific dates they DOUBLED and even TRIPLED the nightly rate for those night. In less than 8 hours. Absolutely disgusting business practice. Not to mention every interaction was with a different representative so I constantly had to repeat myself. This year has been hard enough, now the summer house that we brought kids home from the hospital to is so outrageously overpriced that we will have to break our kids hearts and an 11 year tradition. This type of business practice should be investigated thoroughly. Shame on you AvantStay.

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.

Los Olivos Santa Rosa: Amazing Beautiful , Extremely Clean.

How can I describe our time in this Property... Amazing beyond my expectations. We are a traveler family. We love traveling around the country. We have stayed in different properties.

But I need to tell you all never never as good as this property, Location perfect close to everything. Property amazing clean, the distribution is perfection. 4 bedrooms, 4 bedrooms beautiful floors, beautiful windows, beautiful decoration, Amenities: a super cool swimming pool, great warm jacuzzi, you can take the mini hike at the back of the yard, Grill super cool (we couldn't use it cuz it was super cold outside). Great games and a vanilla record player, Internet super good size TVs, guitars . Super good amount of towels.
Special Note: we were welcomed with a nice hat, goodies a bottle of wine, ginger drinks cheese, a card set. super helpful text messages to guide our experience so in summary I don't have words to express my feelings and satisfactions If I could give you more stars I will give you 10. I hope you guys don't raise the price because of my review because I would love to go back. We all loved it. Thank you infinity thanks and blessings

We're having a difficult time to get any kind of refund for a stay that we had booked for Thanksgiving in CA for 4 families together at a large property for $12,000. Unfortunately one of the guest has tested positive for COVID-19 and we expect other family members and some of the other guests who have come in close contact with the family to be also positive. We've asked AvantStay to allow us to cancel this stay and give us a refund but so far the response is that they can't give us a refund even with a guest (and potentially more) being infected with COVID-19. Airbnb provides a refund in this case - this property was available on Airbnb but we picked AvantStay to support other vendors not realizing AvantStay is not at all accommodating in a difficult situation. Surprisingly AvantStay is okay for COVID-19 positive guests to stay at their property instead of provide a refund or even credit for future stay. Please think twice before booking with them or use Airbnb. AvantStay doesn't seem to know how to take care of their customers. We are going to lose $12k since AvantStay is not at all accommodating and probably spreading the virus more by allowing COVID-19 positive guests to stay at their properties. I had expected them to atleast give us a credit for future stay but so far we are not getting any help from AvantStay.

I, just like many others would give this company a BIG FAT ZERO if it was available! We booked a property in CA back on Feb. 2nd for 11 ladies flying in from Texas on Sept. 17th-20th. We all made the decision to cancel due to COVID and after hearing that CA had once again closed all restaurants, bars, wineries, etc. We also have one person in our party that is Immune compromised and has a letter from her doctor stating that she can't travel. We canceled the reservation on July 14th (65 days) before our reservation date. Avantstay quickly informed me that they were keeping 20% of the total fee that I had already paid 100% of back on Feb. 2nd.

I contacted VRBO and they said that their policy is to refund 100% to the customers due to the COVID issue and they highly encourage the management companies to honor the same policy. Through my research, I've found that other rental companies are also giving a 100% refund to their customers. The exact property that we had rented on VRBO for the same dates advertised on the listing that you can get 100% refund if canceled by August 19th. That makes absolutely no since to me considering we booked in February and canceled 65 days before our reservation!
We have rented through VRBO several times and NEVER had an issue like this. Evidently Avantstay isn't concerned about customer service issues within their company. I can assure you that they have definitely lost future business with this entire group of 11 people!
*** R

Be careful with this company. They fail to deliver the luxury experience that they promise. My family signed a year contract for one of their properties. We were not allowed to view the property prior to taking possession. Upon check-in, we found the place to be filthy. The carpet was disgusting and full of stains. It was loose on the stairs. The hot tub was filled with garbage and there was rubbish scattered around the yard. Doors were broken and the pillows smelled like wet dogs. They did send a service to clean the carpet but, we were tasked with moving the furniture, picking up rugs and preparing the house. Sound like luxury to you?

That wasn't even the worst of it though. The first night we checked in we noticed some scratching in the attic. AvantStay sent an exterminator out and he gave us a verbal report of one of the worst bat infestations he's ever seen. No repairs or service were ever completed. Fast forward a few months and continued requests to address the infestation issue went basically unanswered. We exercised our right to withhold rent (California civil code 1941.2) and that is when they sent out another inspector. The second inspection was done (we have the formal reports) and it showed a significant bat, mouse, spider and ant infestation and again nothing was done. We ended up cancelling our lease and moving out early. Avantstay has still not returned our deposit of $5500 as promised. Since our experience we have talked to others in the area and it's not an uncommon one. Approach with caution.

I had a group traveling to Arizona for a girls trip before the wedding and of course COVID came along and ruined our plans. This was supposed to be a great time away and a very happy time for our girl that was getting married. Our state mandates that we do a 2 week quarantine traveling to certain states and of course Arizona is on the list. Because of this we had to cancel our trip due to the fact that we are traveling with FIRST RESPONDERS! Who are putting their lives on the line everyday to help battle this virus and they cant risk picking up the virus or taking an extra 2 weeks of vacation due to the mandatory quarantine. Avantstay only offered us a credit to use up to a year and were very aware that we were traveling with first responders, but had no compassion. How am I going to get 10 people together a year from now when everyday is so uncertain and most of the homes that they have are on the west coast where the virus just keeps spiking. They kept pushing it off on the home owner but you are the company that does business with these people so I think they should have tried harder to help us out. On top of it all people are losing their jobs left and right and could really use the money for something better than having it sit in limbo for a credit that we might never get to use. O and did I mention it was $2700! I am sick to my stomach over this and there is nothing I can do but if I can save someone the headache it helps. PLEASE DO NOT USE AVANTSTAY! And don't tell me to call customer service because I have 5+ times and get nowhere.

Terrible experience. I would avoid AvantStay at all cost. Terrible customer service. They have no idea to treat a customer. We showed up August 1 for a one year lease only able to see the place in pictures (yet we had to put down a $5,500 deposit). Upon showing up - I did a walk throw and noted numerous items: rubbish around the exterior, broken hot tub filled with trash, physical damage around the house, lower deck was missing steps and railing, holes in carpet, stains on carpet, physical damage to walls / holes in walls, binds ripped from walls, appliances held together with packing tape, holes in doors, dryer not working, missing remotes, and so much more. Due to the exhaustive list - I was visit by a local manager. After a walk through with him and his local handyman - I was told everything would be address. He also had a local pest control company look into the bat issue we noticed during our first night. The pest control company's insepction occurred during the second week of August and the inspector told us it was the worst infestation of bats he had ever seen. He told us he would need permission from AvantStay due to the price tag. A few weeks go by and a few of the rubbish issues were addressed, but NOTHING else. I tried numerous times to speak to customer service, but I was only able to talk to a human once. After two months of no action to fix the property I had to withhold rent (Ca Civil Code 1941.2). They drove AvantStay to end another manager to do a walk through of the property. I pointed out all the same issues and sent him all the communication I sent to the manager back in August. Still no action was made to improve the property. My family and I ended up leaving after 3 months. AvantStay is still withholding my $5,500 deposit.

Avant Stay refusal to provide a full refund or credit on stay after San Diego County issues legal order to stay at home within the 30 day cancellation During our booking April 15 there was a stay at home order in effect that was issued April 10th and expiring on the 30th of that month "Effective immediately, and continuing until April 30, the following will be in effect for San Diego County (county):." The next order that was issued is dated as June 19th, which at that point is within our 30 day cancellation window. Shortly after the Order was in place, we initiated the cancellation and requested a full refund from AvantStay. To clarify, and per the legal documents issed by San Diego County, there were not any travel regulations or Orders during the period of May 1 and June 18, and therefore no reason for our plans to change and/or need to cancel. Based on the documents mentioned above, we are legally not allowed to stay on your property due to restrictions of San Diego County. Avant Stay should not be able to defer to a canellation policy in such a fluid and developing situation of unforseen events. The consumer has been fully taken advantage of in this situation and deserves a full refund.

AvantStay refuses to honor a full refund for a cancelled stay due to COVID-19 (a pandemic and a force majeure) and documentation of medical records. With current confirmed cases at 50,000+, my group are seniors with underlying health conditions (affidavits will be provided). We decided to make a responsible and educated decision to cancel this trip. My group has 10+ guests flying in from all over the country, which would not be safe or responsible, especially when the occurrence of a resurgence was occurring at that time. I had provided to Advanstay and am providing it again, documentation of a travel ban. AvantStay did not accept it and still would not give me a 100% refund. Multiple calls and messages were made to AvantStay starting in April . AvantStay continues to still take a "20% fee." I have expressed to AvantStay how dissatisfied I am with their customer service and policies and am requesting a full refund. I have been able to obtain full refunds for all other trips booked this year through AvantStay's competitors. My plan is to continue to provide information of this issue via online review platforms so others can be fully aware of AvantStay's customer service, business model, and lack of compassion during a pandemic.

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.

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 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 ComplaintsBoard.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.

Avantstay and host of property refuse to refund ouR down payment even with a doctors note That my parents cannot travel at this time. We booked a house in Temecula, CA for our parent's 60th wedding anniversary. We paid the down payment and then due to circumstances outside of our control and the pandemic we found out from their doctor that neither one of them should be traveling. We were asked to provide a doctor's note, which we did. Due to their age and health issues it is not safe for my 86 and 83 year old parents to travel. Since this was for their 60th we went to Avantstay as well as the host of the property and they refused to return outr down payment , even though they have been told by their doctor cannot travel. Both Avantstay and the host would prefer us put our parent's health at jeopardy then honor their commitment of producing a doctor's note and cancelling well in advance. We paid $***.80 and even though we provided what they asked for, they, Avantstay and the host refused to provide a refund. For whatever reason they don't seem to care about the health of my parents, even in this pandemic. My brother has tirelessly tried working with Avantstay as well as the host and we have nowhere else to turn to try and get them to make this right. Below is the confirmation from Avantstay with dates. Sleeps 20 Amazing Estate Views of Wine Country Twilight Vines by AvantStay Entire home/apt hosted by AvantStay Experiential Inc Thursday August 13 Check-in is anytime after 4:00 PM Thursday August 20 Checkout by 11:00 AM Address XXXXX *** XXXXX, United States Confirmation code *** Please let me know if you need any more information.

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.

Avantstay took over my existing property rental management company, Criterion, in early 2021. Since operation began with Avantstay there have consistently been financial discrepancies, delayed and inaccurate financial statements, inaccurate charges, excess charges, and tax reporting errors to the county, with multiple promises they were working on fixing all the errors and would take care of what was owed. However, we continue to be put off and asked to hang in there that they will be turning the corner soon. We are now over 8 months in and nothing has changed and I am still having inaccurate charges taken from the rental income leaving me unable to meet my operating expenses. The business committed to me to be a fiduciary as my property manager. I was promised they would seek out negotiated rates on bulk services, confirm if pets are to be on the property and collect the associated fees, collect fees from guest as needed to repair damage, respond and remedy guest complaints, inform the owner of needed maintenance, not tell the owner something was repaired when it was not, not listing the property for less than the agreed upon base rate, provide accurate monthly financial statements, and resolve owner questions and issues within a reasonable time, particularly in not delaying funds due to the owner. To date, I have no concrete evidence the issues are being resolved, and now with the end of the year coming, I am very concerned how the financials are going to be straightened out before my tax filing. I have asked for reimbursements for money taken that was not legitimate, but there is also revenue and fees that were to come to me that did not. I keep being told by the manager it is "being escalated," but this has been going on for months and no resolution, and no answer to who in upper management this has escalated to. Although I am seeking reimbursement, there is a bigger community issue here, as I am not the only person with the above stated issues.

Avantstay refuses to refund bookings for travel during COVID restrictions I made two reservations through Avantstay for stays in Temecula, CA. The first reservation was for a joint bachelor weekend with my wife and our friends, the second was a reservation for our wedding weekend with additional friends. The first reservation was made in November for a stay from 5/15 to 5/17 for $*** (Visa payment). This stay was for 24 people total. We held onto the reservation until 4/7 and then we contacted Avantstay about postponing our reservation. They offered a 100% credit or we could just choose a refund of the tax and cleaning fee (losing thousands of dollars if we did this). At that time, we didn't know that we weren't going to be able to travel for months, as California has limited gatherings to 10 or fewer people since April. Avantstay should have canceled and refunded our entire purchase at this point, given the restrictions in California. After we realized we didn't want to keep the credit, in July I emailed and asked Avantstay (***) for an 80% refund, an offer they extended to all other customers. Avantstay has refused to process a refund for this purchase and we have no interest in keeping the credit (which they attached an expiration date to). This was a similar case for our other stay that we booked for our CANCELED wedding weekend (June 27-July 1). This stay was $*** and paid for on my Visa. We were forced to cancel our wedding that was scheduled for June 29, because of travel restrictions and safety concerns. After originally taking the credit offered by Avantstay (we were hoping to reschedule our wedding), I emailed Avantstay (***) and asked them to instead process a refund of 80% of the total payment. Again, I was met with resistance by *** at Avantstay and no refund was offered. We do not want and nor can we use the Avantstay credit. We have canceled our wedding completely and have zero need for this credit. Avantstay is holding our money captive. The order number for our first stay is Res #: *** The order number for our second stay is

Did not receive refund for renting a property in San Diego for a bachlorette party when there was a lockdown due to COVID-19. Did not feel comfortable On March 9 we booked a reservation with an *** property for June 11-14, 2020 for a bachelorette party, *** let us push it back to August 6-9. As COVID got worse we decided it would be best to not travel seeing as some people in my party are essential workers and became pregnant. We contacted them July 3, which is more than a month in advance to tell them we do NOT feel comfortable traveling at that time. We would like a full refund and seeing as how my fiance was able to get a full refund for his bachelor party for the same area and around the same time, we didn't see the problem. We talked to a representative named *** from *** She said she would talk to her supervisor about not letting us cancel but rather giving us credit with the company that would be good for up 12 months I believe, which we would have been fine with us. She got back to us and said no. The best they could do was give us a 50% refund. I told her that was unacceptable and that we would want the full refund. I told her that if she would not give us the full refund that I would make a complaint with the *** , she then proceeded to tell us if we do that then the 50% refund is off the table. I talked to a lawyer and that is called extortion, threatening to keep our money if we practice our first amendment right, freedom of speech. Not to mention the fact that after we booked our stay they changed their refund policy for that exact rental that we booked saying that if you cancel before a certain date then you would get 100% refund, but since we originally booked it in March it didn't fall in that category. That date that you could cancel was before July 7th and we tried to cancel on July 3rd, so why couldn't they accept that? Very poor customer service, especially during a pandemic. Our reservation ID was XXXXX for property #XXXXXXX and the total amount for our stay was *** but we are seeking *** The total amount minus the booking fee because that was through

My name is ***. We rented the Belmont in San Diego for 3 days September 8th to the 11th. When we got there there was feces in the bathroom. My name is ***. We rented the Belmont in San Diego for 3 days September 8th to the 11th. When we got there there was feces in the bathroom on the toilet seat and in the bowl. It was gross. They advertise that they are COVID 19 clean and that is by far from the truth. The master bathroom smelled like urine and it was pungent. We called and let them know and they said we'll send someone out there tomorrow. The kitchen had ants crawling on the counter as though they lived there with no worries. They were very passive about it and just said sorry over and over. The refrigerator was leaking water from the dispenser and I slipped and hurt my ankle. Then we went out side to sit out on the balcony and I fell through the lawn chair and bruised my back, right upper arm and my right thigh. I still have the bruises and the soreness. I pleaded to get a full refund but they did not want to do that. It was one of the worst experiences of any family vacation I've been on. *** one of the service reps was so rude and insensitive. They didn't even try to offer us a new vacation somewhere else or attempt to make any offers to make it better. We had to beg them to give an apology. Till this day they have not tried to make it right according to our standards. This place will take your money and give you mediocrity as a reward. I would not recommend anyone to book with them at any time. We paid nearly *** dollars to be treated like trash and all they did was fight with us and make it difficult to be welcomed. This place should be shut down and they should be fined and sued. We do not wish this upon anyone. A family vacation should be filled with fun, love and excellence with great memories. AvantStay gave us feces, urine, bruises, ants, filth, stress, hate and a bad taste in our souls. SHUT THIS TRASH RENTAL DOWN before more people get hurt and robbed. Not to mention my husband broke out on his arms. Also when we got there we could not get in because the door was faulty we spent 20 minutes trying to get in. So many code violations and no one is looking. Appalled and disappointed.

not professionally cleaned, unresponsive + many more issues We stayed in their Cooper property in Bend, Oregon for a full week after the 4th of July holiday. While the house itself was beautiful and the property glorious (the only reason for 2 stars) -- there were significant hospitality issues: 1. STAINED LINENS: Stains were found on 3 of 5 beds and we ended up washing the majority of the linens ourselves to ensure cleanliness. Plus footprint stains were found on bath towels, which again we washed ourselves. 2. DIRTY DISHES: We had to wash all dishes, cups / glasses and the majority of silverware before using as it was all crusted with food particles 3. BROKEN TOILET: The half-bath toilet was constantly running and got worse over the course of our stay. The company was unresponsive and never came to fix it. 4. LEAKY HOT TUB: The hot tub leaked and loosing water, dripping down under the deck. It also wasn't functioning properly and this required us to contact the company as well, again interrupting our stay 5. UNNECESSARY MAINTENANCE: During our stay, we were required to allow pest control to spray the property and had to coordinate with AvantStay and the pest control company to determine when they could come - totally unacceptable. Another day, someone showed up and mowed the lawn, excusable on its own but this list is getting long. 6. PLUS OTHER ISSUES: Trash and recycling bins were left at the end of the very long driveway, requiring us to either haul the bins back or drop of waste by car. Dish soap was not provided and we had to find it and fill a vessel ourselves from under the sink. Dish detergent was not provided and again required us to contact AvantStay, which was the one thing they did end up bringing to us. The basement smelled musty and clearly hasn't been aired out recently. The house manual and onsite instructions for connecting to the wifi were incorrect. We brought these concerns directly to the company through out our stay and were told by a customer service rep they would get back to us in 48 hours (at which point we'd already left). They then asked us to use a link to "schedule a meeting with a manager" and that link was broken. We're still waiting on a resolution. We're sympathetic to the occasionally mishap, but for ~$700/night this is completely unacceptable.

After receiving the new California stay-at-home order, AvantStay refused to provide a refund for cancelled trip. After becoming increasingly concerned about rapidly increasing COVID cases in CA, we enquired with AvantStay about their cancelation policy. On their website it quotes a very ambiguous cancelation policy that is 'flexible' and differs from house to house. My first complaint here is the lack of transparency AvantStay purposefully employs in an extremely ambiguous policy. It's misleading to the consumer to refer to a policy as 'flexible' without giving specific details. When we enquired further about cancelling our trip, the stay-at-home orders were just being published by the government. When speaking with the customer service representative about us wanting to cancel as it's not socially responsible or even permitted by the government for us to take this trip, the customer service rep responded with "Well it's not enforceable". We then asked what would qualify us to receive a refund in full. The customer service rep responded with 'You'd have to contract COVID and provide a positive result test'. During this conversation, a representative of AvantStay told us that government stay-at-home orders were 'not enforcable' (as if we could just ignore them) and if we wanted our money back -- we should go and contract COVID19. Absolutely dangerous and appalling. Since escalating, I've heard from multiple customer service representatives the phrase "As a small business...". Let's please be clear -- a small business doesn't have a CEO. Nor do small businesses receive $20 million in series A funding late 2019. It is a misnomer to bandy about the phrase "small business". AvantStay is a start up and by no means, a small business. I've sent countless emails and have tried twice to set top time to speak with the Guest Experience lead over the phone. Both times I've not received a call. After following up, the Guest Experience lead said she called but it went through to voicemail. I don't have voicemail set up on my phone. I've tried all avenues to discuss and resolve this situation with AvantStays. They offered 50% refund and a 50% credit. However, after hearing the dangerous advice and resolutions this business recommended to me as a consumer, I don't want to utilize their services. I would like a complete refund.

Rented a house to use the pool as advertised. Pool had swarms of wasps (gf is deathly allergic). Issue known before our arrival. Not notified. When we arrived to rented house, we noticed hundreds of wasps swarming the pool and landing on the surface. We rented the house to use the pool as advertised which also had no usable chairs by pool as advertised. Local management stopped by and gave no concern to our issue even with the allergy situation. Never even notified us back and only had contact with main office after that. Also, furniture that was to be by fireplace was not present. Pool filter was not operating. No exterior lights worked in backyard. House was incredibly run down and nothing like they show. Exposed wires throughout the house. Broken glass fixtures. Etc. Response times showed no urgency of the fact my gf then could not be around the pool as she was deathly allegic. 2 days later an exterminator came and sprayed saying he had been there days before for the previous tenants and none of the actions he gave them were followed through on. They told us after we left how much they appreciated our feedback to fix things but we finally then found reviews on the house that how these things have been issues for a long time. We had to spend hundreds extra to entertain ourselves because of the wasp/pool issue. This was known as the tenants before us had the issue as well and the company never notified us ahead of time for an issue as such. We spent only a couple hours out of our whole trip after the exterminator suppressed them for a short period of time. Upper management finally called us the morning we were leaving and said they would help make up for it. I had spent *** with them previously that they credited me for from Covid, we used *** of that on this trip and I have *** in outstanding credit. I asked for the remained for be used as a refund because I don't want to spend anymore money with this company and they refuse to give any of my credit back. They are offering up 500 more in credit or 300 in refund. Their lack of fixing issues with their property, the lack of notification ahead that the property had an infestation issue, the no-response from local management, the slow daily responses till late evening to say it's too late to deal with anything, and lack of respect to truly make the issue right with not returning my outstanding credit and allow me to walk away from the situation is why I came with this conflict. Having a house that is advertised for the outdoor activities to then be infested and not notify shows a true lack of ethics in their marketing.

Entered contract with Avantstay, prior to COVID-19 mandatory shutdown. Reservation was cancelled, and we are trying to get our money back or credit. Hello, Below is a full breakdown of the issue in detail. All EXHIBITS will be included in the legal letter attached (sent to bank). On or about February 28, Cardholder executed a rental agreement with AVANTSTAY for rental of the real property located in Indio, California for two (2) nights over the period March 27-28, 2020, in the amount of *** including taxes and fees. A true and correct copy of said rental agreement is attached hereto as Exhibit A. On March 2, AVANTSTAY charged Cardholder's American Express credit card ending with *** for the entire amount of the stay. A true and correct copy of the receipt of said charge is attached hereto as Exhibit B. Shortly thereafter, the COVID-19 pandemic and resulting government lockdown resulted in AVANTSTAY being unable to fulfill its contractual obligation as a result of the government lockdown preventing Cardholder from being able to travel to Indio, California. Accordingly and on March 20, Cardholder, by and through the undersigned, contacted AVANTSTAY, noted the statewide lockdown orders made on March 19, as well as the equivalent orders made by the Mayor of Los Angeles, and requested a refund of the deposit on this account. AVANTSTAY responded stating that the rental agreement contained a no cancellation clause but offering the following options: 1. Move your dates to an alternative time on our calendar or to a new home within our portfolio, for no change fee. Just pay the difference in cost, if any. 2. Cancel your reservation and receive 100% of your reservation total in the form of a future credit. This credit can be used for a one-time stay within 12 months at any of our 250+ homes. 3. Cancel your reservation and receive a refund of the taxes and cleaning fee. The remaining amount of the reservation would not be issued as a credit. After a further exchange, it became clear that AVANTSTAY would not be providing a refund. A true and correct copy of said March 20, through March 22, email exchange is attached hereto as Exhibit C. Thereafter Cardholder submitted a chargeback request through American Express and the charge was refunded to Cardholder on or about March 26. On June 8, Cardholder was informed by American Express that AVANTSTAY had "received sufficient support from the Merchant (that) Credit(s) for *** was issued to the above-referenced account." A true and correct copy of the June 8, email correspondence from American Express is attached hereto as Exhibit D. Yet on July 16, when Cardholder contacted AVANTSTAY to confirm the credit it represented to American Express was being extended to Cardholder, AVANTSTAY represented that the credit was no longer being offered since Cardholder requested a chargeback and that "the decision by the card company is final and credits offered are void." This despite the fact that the decision by American Express was made only on the false grounds that a full credit was being offered. A true and correct copy of the July 16, email exchange between Cardholder and AVANTSTAY is attached hereto as Exhibit E. It is clear that AVANTSTAY was unable to perform its contractual obligations and in response to a chargeback, misrepresented the credit offer to American Express so as to close the dispute, only to deny that offer once Cardholder attempted to confirm the same credit.