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Booked a place in Portland only to find out they're not taking any bookings due to Covid.
Stayz has taken the deposit out of our account and after calling them a couple of times didn't get anywhere, apparently up to 2 weeks to get my money back, What a joke, absolute idiots, so upset.
Would never recommend Stayz
Our accomodation with #9541392 was cancelled the day before. No reason given, or apology. Sent an email asking Stayz and property owner why it was cancelled- never got a reply. Very poor service. We will never use Stayz again or recommend.
Booked then asked to withdraw by owner
Rang the lady of the property "Kilmuir Country Retreat" to book farmhouse for 16 guests at office to check availability in Aug she said available then I booked at stayz website but she is asked me to withdraw because family is going to book on those dates. She also started lying that dates I asked on phone were May not august. Why were the dates available to book on stayz ? Not really happy.
Booking canceled unexpectedly
I’ve booked a house (property id: 9192952) for 2 nights and 7 people. it was confirmed and paid.
I’ve requested to add another person to the booking which was accepted by the owner as well.
but suddenly the owner decided to cancel the booking and add 3 nights restriction for the duration of my booking.
I’ve contacted the stayz/vrbo and complained about it but they say they will refund me and there is nothing else they can do about it.
They send me part of their Terms and Conditions as a reference:
2.2 The Site acts only as a platform for u...sers to interact with each other. HomeAway is not, and does not become, a party to any contractual relationship between the Traveller and the Owner in respect of any booking, Property or payment, and does not mediate between the Traveller and the Owner in the event of any dispute arising between them. You acknowledge and agree that the Traveller and the Owner will be responsible for performing the obligations of any such agreements, that HomeAway is not a party to such agreements and that HomeAway Group disclaims all liability arising from or related to any such agreements. This is true even if the Site facilitates a booking for a Property or the use of other Services, as HomeAway is not a party to any rental or other agreement between Travellers and Owners. the TL;DR is: if anything goes wrong with your booking, you are fu**ed.
Beware of STAYZ
We were scammed by a supposed owner named [Name Removed] using STAYZ for accommodation in QLD.
Paid money to him and he has disappeared. Or so he thinks...
STAYZ are wiping their hands. Absolute rubbish company
Ridiculous website and service
I have booked a holiday rental in Huskisson, south coast NSW from 9 th to 16 January through Stayz (Home away group) with free cancellation advertised before a certain date. I then decided to cancel well before the free cancellation date and then the trouble began - whilst gone away gave their share of the refund, unbeknown to me that there is a local real estate mob take a giants share of the money and haven’t refunded that amount - it took 3 months of repeated phone calls to Stayz abs nothing happened. I finally reached the local real estate mob who refunded their share less transaction fee (not declared at the start).
Issue - Stayz doesn’t take any responsibility of getting your money back.
Booked property doesn't exist anymore and they don't know it
We have booked a property in GoldCoast for the Easter holiday, and to our surprise 2 days before the vacation (that too I called owner), we got to know that the property is off the market for months and its demolished. The owner confirmed that he has already informed Stayz months ago that the property is not available. Now to get the refund I have called their customer service n times but still waiting... Will never use this website again..
One star too many. Be very careful-Exorbitant booking fees
I will never again use this website. They advertise homes that are listed with other booking agencies and I was charged $60 booking fee by one agency and a shocking $204.60 by Stayz so $264 in total for a 4 night stay. I think this is outrageous. I did not realise I was going through two booking agents when I booked. I will be avoiding this company at all costs and going direct to owners wherever I can. If the Stayz site directs you to another agency advertising the property, I would suggest you ring that other agency directly and save yourself a lot of money.
Terrible customer service and no support for guests
Owner cancelled 4 business days out of a trip. No one at stayz assisted to find a new place. Holiday was ruined. There is no customer help line for stayz and emails are operated through a separate company who do not listen to your problems.
Booked with Stayz, then found out owner had left Stayz and was only using airb&b. Made many attempts to contact Stayz help centre and owner, through emails and phone calls to have someone verify if our booking would still be honoured. Eventually, we had to cancel as date to receive full refund was up. Other than acknowledging our emails, Stayz did not answer our requests until after they received our cancellation and then only to say they were sorry we had cancelled. Still no answer on our booking. Very dissatisfied.
No Compassion shown to us, no reply to emails and given the run around.
We booked a holiday through Stayz and will never book with them again. We couldn't go on holiday due to covid border closures and they were happy to move our booking, but when my wife was diagnosed with terminal cancer I tried contacting them and got the run around and when I emailed them, no reply. All they care about is money not their customers.
Terrible experience from Stayz
We booked 2 nights accommodation last November through Stayz website for 12th to 14th February 2021. On 12th midday, the Victoria government had announcement to lock down at midnight for the metro Melbourne in restriction stage 4. After that our friend has contacted DHHS to confirm the issue we are having, they advised us to stay home till further government notice, if we insist to stay the holiday property and we will break the lock down rules and we might get fines for each family. So we made the call and sent the message to the owner to disc...uss this issue, then he told us to wait for his response. Until about 8.30pm he called us back and said, he encouraged us to stay the property, because he said if we can arrive the property before midnight and then we will allow to stay till we finish our journey. The answers were different from the DHHS staff. So all my friends didn’t want to disobey the lock down rules, so I asked the owner to change other day for us when this property available again, but he refused to change date or refund for us. And he start said some ridiculous reasons to me, sound like he got issue with the Victoria government in Covid-19 period. We didn't get the proper result from the owner, then we called StayZ customer service on14th February to report this issue, but sound likes they only can contacted the owner to try helping us and fix this issue, the StayZ cannot make any decision or any action for the customer, we paid through Stayz website but they can't do much for their customer. Will never ever to use StayZ to booking any product and also tell my friend as well. The StayZ customer service is useless. I have reported to ACCC to helping us.
Terrible! Never use this site.
My parents booked a weekend away for their anniversary. Due to an unexpected covid lockdown they were unable to travel on the booked weekend. My parents still wanted to use the accommodation however just need to reschedule however have had no luck getting I contact with owner to reschedule. Unable to speak to anyone at the stayz site directly either. My parents have sent a heap of emails and have tried calling but never seem to be able to speak to anyone. No way of getting any money back or even rescheduling the trip!
Would never recommend Stayz
I was booking a property and each time the site crashed, saying ‘something went wrong, try again. I tried twice with one property and once with another property, same result. So I booked a property with another site. The next morning I had a confirmation email for Stayz property and the first payment had been taken from my account. I didn’t think there would be a problem because the cancellation policy was a full refund until the 7th February. I emailed them straight away and explained what had happened. Customer support was not interested and...gave me their spell about waiting for the owner to agree to a refund. Our holiday has been ruined, this has cost me almost $600. I have told I want a refund because it was not my fault the site crashed. Still fighting with them about.
Never use this site
This site is miss-leading, It states that people have received a full refund for Property ID: 9069671 due to COVID-19, however we only received a 47% refund on the property and no service fee or GST refund. This cancellation occurred 6 days before our booking. I also experienced 4 customer service chats stopping unexpectedly when asking questions leading to a-lot of my time being wasted. I am not able to leave a review for future customers to see when booking this property. this service is the worst I have ever experienced and form now on I will avoid this and book at hotels instead.
Do not use Stayz or Home Away
Recently looking for a holiday home to rent for a long weekend. Sent a reservation request to the owner. Website required bank details but also stated this was for a deposit which would only be taken once the accomodation accepted and confirmed booking.
Our request “expired” due to the time it took for a response and the subsequently cancelled. I was informed by Stays hotline to re request the booking.
Unknowingly each time I made a request with Stayz the company put a FIVE DAY HOLD on $500 (deposit) - regardless that our booking was not ...accepted or confirmed. (In our case the owner had booked with another person). We now have $1000! That we cannot access as Stayz/Home Away has put it “on hold” for five days - without our permission and for a holiday house that we do not have a booking for! This in my eyes is fraudulent to say the least. We have booked with another company and will never use Stayz again . I will be taking this further.
Stayz Refuse Covid-19 Refund
My mum booked with Stayz last year from 03/04/2020-07/04/2020. Due to the pandemic we she had to cancel her reservation. When I looked up the Covid-19 cancellation policy on the Stayz website, it states the below:
Full Refund of Stayz's Fees
Stayz is refunding 100% of the money it makes through traveller service fees when someone must cancel a trip due to COVID-19, whether the cancellation is government-mandated or because you’re prioritizing the health of your family and loved ones. This is in effect for all stays booked before March 13 with ...
Excessive fees added to property prices
I was supplied a quote from owner and paid deposit, only to find additional $308 added to the owners quote by stayz/ homeaway, just because I found the property on their website.
very poor communication
cancelled booking was told I had a credit. I then tried to rebook and despite dates available on the website was told they were not and then got the run around and then could not get a response. Tried the helpline number and email and could not get through.
Don't use Stayz or Homeaway
I booked an accommodation before Christmas. Stayz charged my deposits and I thought the property owner confirmed the booking. But after one day, the owner texted me and stated that the accommodation had already been booked by someone else. I called Stayz to get my money back, but they just said that it was the owners' fault, and that I need to contact the owner. But when I contacted the owner, he said he didn't get the money I paid yet and claimed it was Stayz's system's fault. We called Stayz several times and they just gave me a case number. ...We finally got a response half a month later. They said would gave the refund back to me but need to deducted 5.5% commission fees. They are untrustworthy. I stilll haven't gotten my deposit back yet, because I apparently needed to wait for 5-7 days. I am still waiting. I would highly recommend not using this app to book any accommodations for holidays.
Questions & Answers
What is the time frame before details are given on address and entry into a property.
You do not receive the detail until after you have paid. DO NOT BOOK THROUGH STAYZ they do not take any responsibility for accessing that the details of their advertisements are true.
Hello, the accomodation I booked says sleeps 12 and maximum guests are 12 so we book. Later on we read in the fine print maximum 8 guests... why can they do this? What are my rights will I get my money back? They’ve taken the service fee
My question is not as big a loss as others, however, if staying in a house that offers a bbq facility, should I be out of pocket $40 filling up the gas bottle after one use and subsequently only one after that refill? I have the receipt and have asked the owner directly if they will credit me back and I have not heard from her. We paid top dollar for the house compared to others in the area.
I would keep on asking. That gas refill should surely be covered in the cost of the stay seeing as they advertise it has a bbq! The amount of money isn't the issue here, it wouldn't matter if it were only $5:00 it should be covered. I would have thought that two cylinders minimum would be kept at the property so one is always full. All the best with your claim. I'm like a ferret on a rat with things like this, keep badgering them. Good luck.
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