Stay Heirloom
reviews and complaints

We rented a large house for the week of our wedding so we could spend time with our wedding party and prepare for the festivities. The house was beautiful, clean, and was great for a large group like ours. However, the management company did not let us know about the construction that was occurring on the property. The construction was noisy throughout the day and obstructed parking spots that we were told we had access to. After we complained, the company was not even aware that construction was occurring. Since the company is not local they do not know what is going on with their own properties. Even after we explained the situation, they did not pause the construction while we were staying in the house - they could only promise that the construction would not take the parking spaces and that they would pause on the wedding day. Even then, the construction workers continued to block the driveway and we had to ask them multiple times to move. It was extremely frustrating that the management company was not able to effectively communicate with the owner nor the construction crew, despite our repeated requests. Overall, problems with construction and customer service communication spoiled what could have been a restful stay.

stay away from heirloom house. it was super loud and not taken care of at all. save yourself the trouble and find somewhere else to stay.

Stay Heirloom is a bad company. They mess up the hood. They cram too many folks into one spot even though it's against the rules.

Stay Heirloom is the worst! I wouldn't even give them one star. We were throwing a bachelorette party for a really cool bride and we planned it way before the pandemic got really bad. We rented a house on AirBnB and then a month before our trip, we decided it was too risky to travel. We cancelled our reservation but Stay Heirloom wouldn't give us our money back. They're so mean! And then they rented out the same house to someone else during the same time we were supposed to be there. They basically stole our money.

They rent out places on Airbnb, but they don't have anyone who knows the property, so if something goes wrong, they can't really help. I booked a place and couldn't check in until 2:30 AM because the lock box codes they gave me didn't work. The person on the phone didn't know how to get into the place and didn't even know about the back door. When we finally got in, one of the beds was held together with tape and was really wobbly. They only gave us a tiny refund, which was pretty funny. They're not a good business, so don't use them.

Stay Heirloom is not a good choice. They are located in a different area, so they don't know much about their properties. I talked to the manager of the properties I rented through Stay Heirloom, and he didn't even see the properties or know about any construction problems. He gave me a refund for one night without even talking to me first. I thought that was rude and presumptuous. When I told him that the problem could have been avoided, he agreed with me. But at the end of the call, he denied it. I was surprised! He lied again and said that the host could only refund $1300, but later he said it was only $650. I was shocked again. I'm from the South, so I'll just say "Bless His Heart," but I learned my lesson: don't rent properties managed by Stay Heirloom or hosted by ***. *** wasn't much help either.

I dunno if this Stay Heirloom is legit or not, but I booked with them and they straight up cancelled my reservation a few weeks before we were supposed to stay. I tried to get in touch with them but it was like talking to a brick wall. Finally they told me we couldn't stay there, no reason given, and we had to scramble to find somewhere else to crash. The worst part is they're trying to dispute the charge with my bank and still haven't given me all my money back. What a mess.

I tried to rent from Stay Heirloom on 1/6/2022. I paid $1148.37 as a down payment through Airbnb, but Stay Heirloom canceled my reservation (HMT824MBQ3) on 2/9/2022 without talking to me. My credit card company marked the second charge as fraudulent, but Stay Heirloom never called me to discuss it. They kept all of my deposit, but Airbnb said they could refund up to $829. Stay Heirloom still rented out the property to someone else and didn't lose any business. On 2/16/2022, I rented again through Stay Heirloom, hoping they would treat me well. Our new reservation with *** (via Airbnb) is #HMYAKK3JXW. We paid $5050.13 for a three-night stay. The rental was very dirty, with roaches and mice. The front door lock was broken, and there was no WiFi as promised. The kitchen drain was clogged, and there was old food in the dirty fridge. The bathrooms had sticky dirty drawers and pubic hair on the walls. Stay Heirloom never offered cleaning service during our stay. We sent them detailed pictures and videos of the conditions. They sent a repairman on the second day to fix the lock. After many requests, Stay Heirloom refunded our $200 cleaning fee and $400 for inconvenience. This is only a 12% reimbursement for their breach of contract in not providing accommodations in the promised condition. Stay Heirloom owners *** and *** said on their company site that they want guests to enjoy consistent, high-quality home rentals that feel connected to the local culture and community and offer ample space to come together as a group. Their company, Stay Heirloom, claims to guarantee a level of guest satisfaction that was clearly not met. They advertise exacting standards that were also not provided to our group. We are asking for a refund of one night's stay ($1253.67) and $829 of the first deposit of the canceled rental.

Stay Heirloom is a company that we had a bad experience with. We were told by one of their customer service reps that they have a lawsuit in *** about licenses/permits for their properties. We asked if the property we booked was in compliance with local laws, but they just copied and pasted the same message and didn't respond to our emails. When Covid hit, they offered us a 50% refund or a 100% travel credit, which we took. But now they won't give us our money back and won't respond to our emails. We think they're not in compliance with local laws and are posting properties on multiple websites to avoid fees. They've changed their name on *** recently, which is suspicious. We're disappointed because we booked the property for a small wedding. We want answers and can provide proof of our emails.