Verified Company
Terrible customer service and rundown properties. Avoid staying at any of their overpriced properties! Tristan, the manager, doesn’t know anything about customer service or how to deal with people. She’s condescending and nasty. The house we stayed in had so many issues and she dismissed each one and accused us of making them up. The entire staff was full of fake niceties until you actually needed something. Their homeowner clients should be aware of how awful they represent their properties.
Reply from Luxury Vacation Stays
Thank you for your feedback, Mrs. Lacoff Jampole.
We would like to clarify several key points to ensure an accurate account of your stay. Prior to confirming your reservation, it was clearly disclosed—and verbally communicated—that the home does NOT have an active alarm system. The villa is located in a well-established, secure neighborhood, and this was discussed in detail. Despite this, upon arrival you contacted our team multiple times late at night regarding a non-operational, legacy alarm panel. This was not an advertised or included amenity and had already been communicated prior to booking.
Additionally, all special requests—including having the pool heated well above standard operating levels—were received in advance and proactively accommodated prior to your arrival to ensure they were set and maintained throughout your stay.
Following your departure, a refund was demanded; however, no specific or verifiable issues were identified that materially impacted your stay or would warrant such a request. The concerns raised were either previously disclosed (absence of an alarm system), promptly addressed (minor maintenance items such as a squeaky door and lock), or did not constitute deficiencies in the property or services provided.
We also note that the tone and manner of certain communications directed toward our team during and after your stay did not meet the standard of professionalism we expect. Regardless, our team remained responsive, professional, and solution-oriented at all times.
We operate with a high level of transparency and professionalism and take our responsibility to both guests and homeowners seriously—something consistently reflected in our five-star guest experiences.
We stand firmly behind the communication, accommodations, and service delivered throughout your reservation.
We do wish you the best in your future travels.
We would like to clarify several key points to ensure an accurate account of your stay. Prior to confirming your reservation, it was clearly disclosed—and verbally communicated—that the home does NOT have an active alarm system. The villa is located in a well-established, secure neighborhood, and this was discussed in detail. Despite this, upon arrival you contacted our team multiple times late at night regarding a non-operational, legacy alarm panel. This was not an advertised or included amenity and had already been communicated prior to booking.
Additionally, all special requests—including having the pool heated well above standard operating levels—were received in advance and proactively accommodated prior to your arrival to ensure they were set and maintained throughout your stay.
Following your departure, a refund was demanded; however, no specific or verifiable issues were identified that materially impacted your stay or would warrant such a request. The concerns raised were either previously disclosed (absence of an alarm system), promptly addressed (minor maintenance items such as a squeaky door and lock), or did not constitute deficiencies in the property or services provided.
We also note that the tone and manner of certain communications directed toward our team during and after your stay did not meet the standard of professionalism we expect. Regardless, our team remained responsive, professional, and solution-oriented at all times.
We operate with a high level of transparency and professionalism and take our responsibility to both guests and homeowners seriously—something consistently reflected in our five-star guest experiences.
We stand firmly behind the communication, accommodations, and service delivered throughout your reservation.
We do wish you the best in your future travels.
