We reserved a house through Heirloom in NOLA for our wedding which we had to cancel 4 months prior to our check in day because my dad died. They refused to refund us a dime of our $2,500 deposit. I was absolutely disgusted by their lack of consideration. Also in the fine print it mentions they will consider refunding you if there is a major life emergency. Therefore, they are not following their own guidelines. They are a terrible company run by evil people! read more

SCAM!!! This is a con. Company changed it's name to heirloom now. We booked in GA and 7 days after we booked, NOT within the first 48 hours of their "cancellation policy" of course, they sent us this whole list of legal jargon they wanted us to sign. We disagreed since they did not list all of this when we booked, things like if we go above the allowed noise level of 60-70 decimals which is normal conversation level noise, we can be kicked out during our stay and they keep the money. If this was originally listed, we wouldn't have booked it for 9 person birthday get together. Well before 60 days of our stay, we are now fighting with them and our credit card company for over $2k. This is pure robbery. We will let you know how it goes and also report to BBB, wish we could leave a google review but guess what, they aren't listed there. SCAM!!!! read more

We stayed at an Heirloom house in Savannah GA and had a great time. The listing on the airbnb site was accurate, the host was great, He was very helpful with any questions we had and gave recommendations and was super responsive. We stay in a two floor family house . There was enough room for everyone and the beds were heaven ( made of memory foam). We were a bit far from downtown Savannah (20-30 minute walk , 5 minute uber) but within walking distance to Forsyth Park. So you would have to take an uber to downtown or take the free public Dot bus. The only thing that was a bit annoying and which is our fault because we didn't fully read the listing is there was no access from the inside from the first floor to second floor. So each time we had to walk outside if we wanted to go to either floor. The first floor had one bathroom and two beds. the second floor access has the kitchen and living room/dining area. Other than that, I would use Heirloom again due to our stay. Everything else was excellent and clean. read more

If you back into some of the good reviews you will notice that a couple of them are heirloom Employees. Emily M is the vp of operations. This company profiting by keeping clients money when they are no longer providing a service due to covid-19. I wouldn't recommend this company to my worst enemy. Steer clear. We had a trip scheduled and they would not honor a refund read more

CorpHouses - Conversation between owner and myself. - Guest Houses Near Me - Boston, Massachusetts

Beware of Heirloom Properties - They double book! We rented the top floor of a 3 unit bldg in Feb 2022 for an August girls trip to NOLA. We arrived on Aug 11 2022. Except for the cockroach we found in one bedroom, the unit was beautiful and clean. The next day, when we were out to brunch, I received a call from Heirloom telling me they double booked our unit and were requesting us to leave. A family of 55!! people rented the whole home and were there. Needless to say I was livid. How could this happen??? After going to back to our unit, we could see Heirloom gave this family our door code and allowed them to enter our unit. For a management company to let others in a rented unit is completely unacceptable. Shortly after, a few members of this family came to our unit and also requested us to leave. They said they had booked the whole house in March ( a month AFTER we booked), We expressed our disappointment with the management company for double booking, but told them we had booked prior and were not going to leave. This made for an uncomfortable and very unsafe situation. I expressed this concern to Heirloom and request they be moved, or some of them. None of their family relocated, so now there were 67 people staying in this home. SIXTY SEVEN. Despite repeated calls to Heirloom nothing was done. I had to request our door code be changed. A group of us missed a booked tour due to waiting for someone to come and change the code. I called Heirloom 3 times on Friday and twice on Saturday requesting a call from the manager. Call was never returned. This was a no win situation for both of our groups. It ruined most of our stay because we felt unsafe. The other family clearly did not want us there., then the management created an unsafe situation allowing 67 people to occupy this space. This was a situation that never should have happened. I don't believe for one second this was an honest mistake. I know they have many short term rental violations previously filed. This company doubled booked knowing so, hoping one of us would move to one of their vacant locations. read more

Like many others, We had a trip planned in New Orleans during the Pandemic where we were unable to get refunded. Dispite VRBO's recommendation that Heirloom/Stayloom should refund at minimum 50%. The owners have blocked me on all social media due to the bad reviews I have left showing proof of their poor ethics. I reached out to the local paper in New Orleans who have published a couple of articles See links below. Heirloom/Stayloom has an open case with the Orleans Parish for operating a short term rental in an area where restricted by the Orleans Parish. Also Please note that the company has changed names multiple times due to the negative reviews they have received during the covid-19 pandemic. Avoid doing business with anyone in the Glaser Family as well as Heirloom/Stayloom/and now Corphouses. https://www.nola.com/news/coronavirus/article_89e3fa80-706a-11ea-ac26-93b44a887c4e.html https://thelensnola.org/2019/06/18/this-woman-rented-the-airbnb-across-the-street-just-to-prove-it-was-operating-illegally/ read more

The stay in the Savannah home was highs and lows. If it was based just on the house alone: they would get 5 stars easily. The home was impeccably decorated, a perfect central location, spacious and a great place to stay and spend time. However, 2 hours after arriving in the home: The shower curtain in the claw foot tub upstairs ripped out of the ceiling and fell over. This was not due to us, no one was in the bathroom at the time. I immediately notified the owner through airBNB and they mentioned that their property manager would take care of it. That was Friday at 6pm. At check out on Monday at 10 am the tub still wasn't fixed, no response from management at all during this time. The bathroom for the upstairs master was one of the reasons why we chose that rental in the first place. My girlfriend was very excited to soak in that tub. And it never happened. We had to walk down the hall each morning and crowd into the third bathroom. Not a big deal but if I am paying roughly $750 / night for a "luxury rental" everything needs to work. If something breaks, it needs to be fixed in a timely fashion. This didn't happen. So the location / home is a 5/5 but the management is a 2/ 5. Consider it a roll of the dice: if nothing breaks you will have a great time, if something breaks you may be out of luck. If you are thinking of staying in Savannah particularly you are really rolling the dice. Other than the shower issues, there are lighting fixtures that flicker / behave weirdly in the house, Electronic door locks,an overtaxed upstairs AC unit, and a few unbalanced wobbly ceiling fans. All of these things are fine on their own, but if one of them breaks on your vacation....you could have your expensive luxury trip ruined. With more responsive management I could easily recommend this location and company, but I wouldn't have a friend risk $750 / night on something bigger going wrong and having management procrastinate in dealing with it. read more

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Management is not local and does not know what is going on with their own properties! 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! 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 should have been a special week. read more

We stayed in Savannah at a beautiful home for a corproate retreat. The house was great! Lots of charm and decorated nicely. I also really love the company themselves. We booked a totally different house but had to change our meeting dates and when I requested this but the house we booked was already reserved, they had no issue switching me to a different property and made the change seamless. They thought of everything, from having coffee read to extra trashbags. As close as you could get to hotel living just without a daily maid service. My only issue, which I let them know, was that the back door didn't seem to lock or shut properly. Other than that the house was beautiful and in a great location! Would recommend booking with them. Also- I found them on VRBO but I highly recommend booking directly through Heirloom because VRBO will charge you an added fee. read more

Our stay with Heirloom in Brooklyn was a complete joke. Upon arriving, the central AC in our rental was out. After many phone calls, several emails and two days of dealing with this issue, Heirloom sent someone who ultimately was unable to fix this issue altogether. The home was consistently 75 degrees, and the only "fix" they could give us was providing a big, loud box fan as well as a window AC unit. This AC unit was not nearly big enough to cool the entire home. I saw other reviewers were offered a different place, but that was not the case during our stay in Brooklyn, NY. Next, we arrived at the home with dirty pans and cookie sheets on the stove as well as a broken dishwasher. The bathrooms lacked towels, and shower gel, which we were supposed included. We asked Heirloom to send someone to clean the place and fix items that were broken, but, as with the AC, our requests were never met. In fact, Heirloom walked us through how to get into the maintenance lock box so we could retrieve the items ourselves instead of sending someone out. With our big ten person party, we were forced to hand wash dishes every night, which was not the easiest task and took up a whole hour every night. We were also forced to purchase trash bags for the trash cans in the home as they were out and we did not want to deal with calling Heirloom AGAIN. We purposely booked this place to have access to a "full kitchen." We purchased a lot of food for our big group only to find out the home only had an oven. No microwave and no toaster. When we asked Heirloom if they could bring a microwave/toaster, we were told those items are "amenities" and would not be provided. To put the icing on the cake, the home was surrounded by loud neighbors who regularly smoked Marijuana, which made enjoying the upstairs terrace and balcony impossible. At 3 AM every night, people would race down the streets on loud bikes, which would cause car alarms to go off and wake everybody up. Finally, we were locked out of the home a day before our scheduled check-out. After having management walk us through bypassing the lock, we came inside to find two other bedroom doors locked with our stuff inside the rooms. Very weird and creepy. We asked Heirloom to check the cameras, but "nothing was found," which caused us to second guess our safety at this home. After check-out, we were also charged a mysterious $1000 charge which we still have not heard back as to why we are being charged. The only plus of the stay was that the home was decorated beautifully. I understand things happen, but lack of communication and no direct contact with a property manager or landlord makes it unacceptable. As another reviewer said, stay at a hotel, not with heirloom. read more

I'd love to start off by complimenting this host on their communication. That stuck out firsthand. Jay was quick to answer all questions before booking and then after. This house has a lot of character and charm. I very much enjoyed the added modern touch with the old restored character. This house is truly breathtaking. This host didn't skip a beat when it came to having your extra needs met. They had everything you could possibly need for your stay. From the shampoo and conditioner to the seasonings and laundry soap. Everything was name brand and full-sized. This home has a lot of options as far as seating and relaxing. The only thing I may add is one extra tv, as there is only one within the home. The children weren't very keen on the fact of sharing. We enjoyed our stay and would recommend this home to others. The neighborhood was mostly quiet with the occasional siren or two but hey that's the city for ya. -Savannah, GA read more

I stayed at Heirloom's place in New Orleans Louisiana. It's situated near the 9th Ward/ ByWater area. I loved the high ceilings. The large kitchen had enough space to seat everyone comfortably. The place was very clean. Kitchen had pots, pans utensils for cooking, dishwasher pods, trash bags, paper towels. There's a large washer and dryer, and laundry pods in the half bathroom. The beds were comfortable. The AC was suitable in most of the rooms. The property is located in the 9th ward about a 7 minute drive from the French quarter. There is a grocery store about 3 minute drive away called Roberts. We enjoyed eating At Melba's which was a 3 minute drive away: they have great wings and daiquiris. My small complaints: The AC in the room closest to the patio was not the best. There is a short in the electrical wiring for the iron. One of the chairs in the kitchen wasn't in the best condition. Overall this is a beautiful place, we really loved our stay and happy to have found a place large enough to accommodate my family of 8 in a short amount of time. read more

Our group of ten guys stayed at an Heirloom house in New Orleans for a bachelor party and had a fantastic time. The inside of the house was big, extremely clean, and had everything the listing on airbnb indicated. The beds were all very comfortable and we also utilized the big backyard too. Just a couple of things that prevented a perfect 5 star review: The neighborhood definitely looked mad shady at night, and there was this large, industrial sized garbage dispenser-thing right outside the front of the house and it was there our entire stay. The cushions for the backyard couches were missing when we arrived, but we happened to find them in a closet in the house. And lastly, the "shower" in the master bedroom is actually a tub, so unless one of us guys were planning on taking a bath, we all had to utilize the two showers upstairs. Overall, our stay at this house was superb and everyone enjoyed their stay. The big 'Voodoo' light was pretty sick too. Other than the 3 things mentioned above, a very very nice stay that I would totally recommend. read more

Heirloom is a con: Fancy pictures, premium pricing, but awful rental product (bubble gum and scotch tape renovations, IKEA furniture). Arrogant customer service, they'll ignore concerns after collecting check. Wasn't surprised to see they don't even have proper licenses to operate. https://thelensnola.org/2019/06/18/this-woman-rented-the-airbnb-across-the-street-just-to-prove-it-was-operating-illegally/ Highway robbery. read more

CorpHouses - Guest Houses Near Me - Boston, Massachusetts

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I had a very poor experience with Heirloom staying at their property in East Henry Street, Savannah GA. The inside of the house was nice, however it would be kind to describe the neighborhood as transitional. My elderly parents did not feel safe there. We only spent one night and I received a cleaning bill for $200 which seemed excessive. The next day I completed a honest review of the property on the VRBO website and then within 3 hours of completing it I receive a bill of $600 for damage to a chair. We did not even sit in the chair and we respect other people's property like it is our own. I am so annoyed by this and Heirloom has been unresponsive or said what can we do. I am attaching a picture of the damaged chair which appears to me as if the leg needs to be screwed back in. read more

CorpHouses - Guest Houses Near Me - Boston, Massachusetts

Heirloom is refusing to budge on its no refund policy for our New Orleans rental on March 18th, despite the fact that the coronavirus has been declared a global pandemic by the WHO and events are being cancelled throughout New Orleans. We will happily use the property when our health is not at risk, and we are not at risk of potentially spreading the virus to others. The contract has an "Act of God" provision, but interestingly Heirloom is ignoring that provision. read more

CorpHouses - Email exchange with Heirloom - Guest Houses Near Me - Boston, Massachusetts

I rented a house for next weekend in New Orleans and due to the chaos coronavirus is causing multiple people had flights cancelled and many things in NOLA are being shut down. I called to ask about their cancellation policy and said they can't give any refunds if not within 30d. They said they would ask if any exception would be made. They called back and said I could have half off. I told them would call them the next day to see if people still wanted to go and that I was at work. I called and then started their policy was never to give money back and now are taking it. Half seemed reasonable, that we divided this unfortunate situation even though Airbnb is giving all money back. I was ok. But now reneging on a deal and profiting off this virus shows what kind of business this is. They initially told me to book with them out of Airbnb bc could get a better deal. Now wishing I never did bc Airbnb is showing they are a better and ethical business. I will never stay with these people and no on else should either. read more

I just want to say how grateful I am with mark. My brother needed surgery the week before Mardi Gras. I sent him and email and he helped me Get the house and didn't over charge me during this popular time. The house was beautiful - and had many amenities. Everything seemed new and in working order. I am so grateful. My family wanted to be together tu support my brother during this difficult time and personally felt Mark- was very humane and understanding of my situation. It wasn't a party trip but we loved the house and my brothers kids where able to stay there and not in the hospital hotel- Thank You Mark and Heirloom for your understanding, and for what you did for us. We are so incredibly grateful. read more

Did not have the opportunity to stay at the home we wanted to book in NOLA. After communicating with a representative named Gabrielle for two weeks in hopes of booking the home, the day we were ready to book we were told the home was booked a week earlier. During our constant communication she never once communicated that. I was left feeling upset and let down. I never use this site again. read more

After contacting the BBB about their unethical business practices (this company has been holding our deposit hostage for roughly 3 months) they wrote an email that simply said, "sorry for the delay." I don't know what kind of "legal department" they have, but it can't be a good one if it takes months to answer a simple yes or no question. These guys appear to be thieves- AVOID HEIRLOOM / STAYLOOM / CORPHOUSES! read more

My husband and I along with six of our friends stayed in a Heirloom home in Savannah, GA for New Year's week and had an amazing time. The hosts promptly answered questions. The home was very clean and well stocked with linens and toiletries. The kitchen was well equipped and we were able to cook several meals in the home. Beds were very comfortable with plush, clean linens in every room. Plenty of blankets to stay warm. The location is great! It is just over a mile to go all the way to the river, but well worth it and a healthy way to get around after all of the calorie input that Savannah has to offer. We highly recommend this home and any others they may have listed. We will stay with them again. read more

The worst service. My friend booked this for our friend's bachelorette. Frank and his team were extremely unhelpful. The place was subpar, management was extremely unhelpful, and it was as hot as hot could be. When you are spending the kind of money that you are on a place like this, you expect compassion, support and top notch customer service. Stay FAR away. read more

The house from heirloom was very poor. It was noisy and badly maintained. Don't go there!

I would give them zero stars if I could. This company is an absolute JOKE. We were supposed to be attending an event in Boston which was cancelled due to COVID-19 and we were unable to get refunded for our house. Our stay is 90+ days out. We were offered a credit within the next 12 months, but our event is not being rescheduled until further notice which does absolutely nothing to help us. The "supervisor" I spoke with was extremely unprofessional and couldn't make any "acceptions" (that's how he spelled it, I think he meant exceptions). I am an avid traveler and I can promise you, I will never ever book with this company (whatever their name has changed to by now) again. Per the review below me, avoid doing business with anyone in the Glaser Family as well as Heirloom/Stayloom/and now Corphouses. read more

I recently rented an Heirloom property in Austin. I will begin by saying, the property manager was extremely responsive and provided great directions for the check in. The location is great, right off Rainey. Inside the apartment was extremely clean and the pictures were accurate. The pool was very nice as well on the roof-top, but be sure to get there early to get seats. It fills up quickly. Now the bad but for us, it was real bad. Parking was a HUGE issue. The condo came with one spot. If you only have 1 car, perfect but we had people driving in from all over Texas. Parking costs $35 for 12 hours and every 12 hours, you need to pay again. The parking options near the condo were similarly priced. I did reach out to the property manager and unfortunately, they provided no other solution. They should recommend affordable parking options somewhat close where we could have walked or Uber'd. Since this was not disclosed, we ended up spending $300 on parking for the weekend. What I did find out from the neighbor, is there is an app with the apartment building called "apartment permits" that gives every resident 2 extra guest spots if they register their car. She was able to save us some money by letting us use her log in. I wish Heirloom knew about this because that would have saved a lot of money and my review would be closer to 4 stars as opposed to 2. Also, the hallway smelled like urine. The unit is across from the small dog park of the complex. Beware that if you are sitting on the patio, you are only 100 feet away. So it smelled like dog poop and urine if you were out there. The condo is also the closest to I-35 so there will be a lot of highway noise. I personally don't think the location was worth this for the price when Uber can get you in and around Austin center very inexpensively. read more

Great experience in New Orleans this past September. Most comfortable beds and towels. More than enough room for our group of 10. Home has all the accommodations you could think of. Communication (answering questions, location advice,etc.) with Heirloom was great. Their interior decorators are talented. I would book with Heirloom again. read more

My fiancé and I recently rented an Heirloom house in New Orleans for a joint bachelorette/bachelor party and the house exceeded our expectations. We traveled with a group of 17 people, and every single one of them was blown away by the house. All weekend long everyone kept mentioning how awesome the house was and how it was the best vacation rental they have ever stayed in. The house was advertise accurately and everything we saw in the pictures we saw in person. In addition to that, our point person was Charlie and he was extremely helpful. He responded to all of the questions I had prior to arrival quickly and efficiently. We had no issues whatsoever once we arrived, but he did provide his contact information just in case. We would 100% rent with this company again. read more

I've stayed with Heirloom a couple times in their Boston, New Orleans, and Savannah locations. I keep coming back because the level of quality is consistently exemplary. I can always expect a meticulous attention to detail - seriously the places look like they came out of a magazine. Standards are consistent across homes and markets, but each home is unique. The amenities (beds, linens, toiletries, kitchen stocking) are always spot on - make traveling for business and pleasure easy. This business has a great product, but more importantly, it values their customers. Will stay with Heirloom again! read more

David from Heirloom was great! He was extremely responsive regardless of the question. We stayed in a condo in Austin, Texas on Rainey Street that was very clean (with the exception of the oven - which was immediately addressed) and modernly furnished. The instructions send via email were very thorough. The only request I have is that they have a print out at the house with all the information sent so it would be at our fingertips upon arrival. Other than that no complaints and will definitely look to book with Heirloom again in the future when traveling . read more

Recently stayed at one of Heirloom's properties in Boston MA. The apartment was located in Back Bay and was perfect for our short stay. I lived in Boston for three years so I can say with confidence that this apartment is located in one of the best areas for exploring the city. Small place but perfect for singles, couples, or small groups of friends. Very clean apartment, all the amenities needed, lots of clean towels, shower products. Super easy check in with a keypad. We booked through Airbnb, Franklin was very quick with responses through the app and extremely friendly! We had no issues with the apartment but I believe if we had it would have been quickly resolved. No complaints here at all, would definitely recommend and book again through them :) read more

Rating based on poor customer service. If someone responds to us then I will happily change my rating. We are 48 hrs our from our New Orleans vacation. We booked a fabulous home vis heirloom. However, the company has failed to provide a confirmation number nor share the address after several calls and emails. My husband's credit card was charged. read more

This company is Con-Artists. Corphouse, Stayloom and Heirloom they all work under one company. Frank, whom I initially talked to was no where to be seen. I tried to book a room through Airbnb, and they re-directed me to their website (Stayloom.com). Talking to someone on their website was talking to a brick of wall. They advertise on Airbnb, "Luxury Apartment Near T" in Boston,MA for $2224 a month. Once I was on their website, they proceeded to send me links for another rental place (Smaller, and asking for $3,000.00 a month). Stop trying to play people by this way. You guys will go nowhere by doing this. Good luck with scamming/false advertising poor people. Hope this review helps people! Con-artists are everywhere! Be Aware!! read more

this business is doing its "best" during covid-19, alright. we're out thousands after being forced to cancel travel within a couple hours of booking -- well within the provided cancellation window. they hide behind their T&C so as to wash their hands of their own egregious greed. the utter moral bankruptcy and lack of compassion during a pandemic is disheartening to say the least, and the financial loss has been personally devastating. i was truly hoping it had been a misunderstanding, as the idea of someone so blatantly taking advantage of the unfortunate circumstances of others was difficult to fathom. however after reading the reviews of those similarly swindled, it's increasingly apparent that a significant amount of this company's earnings have been made unethically. shameful. read more

Stayed at an Heirloom home in Austin, Tx and we couldn't have been more satisfied! This duplex was nothing short of amazing! It looked small from the outside but the home inside was truly impressive. 6 bedrooms 3 full baths shared backyard with all the fixins and so much more. We honestly enjoyed just being there. The house made my friends from California want to move to Texas. Check in process was super easy. Check out process was even easier. I HIGHLY recommend heirloom for your next home rental stay! read more

We stayed at heirloom property in Boston, and the unit description was accurate as to the inside of the condo. The problem was there was no mention that 20 feet from the front door, was a major thorough fare going right by the front. Noisy 24 hours a day, and tried to get out of condo first day , but no was answer. We bought ear plugs and stayed our remaining 4 days. They need to state in description this is not a quiet unit, noisy 24 hours a day with traffic, sirens, trucks, honking of horns. See how many people rent it out. Marv K read more

Worst company to deal with. They're a bunch of crooks and cowards! Our group booked accommodations in New Orleans for May 8th-11th through Heirloom's booking site. We originally found the listing through Airbnb but decided to go through Heirloom to book. That was the biggest mistake we made. The total for the rental was $3,699.93. We booked this months in advance and we felt excited and ready for our trip. Fast forward to present day and we're now dealing with the worst pandemic our generation has ever seen. Not to mention that New Orleans is one of the most impacted cities to spread the virus. We asked for a refund and we were told that Heirloom was waiting on Airbnb and VRBO to come out with their policies first and that Heirloom would follow suit shortly after those announcements. Airbnb is now refunding customers in good faith and yet we're still in the same position with Heirloom. No full refunds and no real reason as to why they won't issue it a full refund. Maybe they're too self interested in their own financial losses and haven't' taken into consideration that thousands of Americanas are struggling with this virus every day both health wise and financially. They expect us to go on this trip but when asked they say "we're not telling you to go". Well what else are we suppose to do?? They don't have an answer for that. Instead they'll give you some BS line from their new policy stating that they're issuing Travel Credits. Do you really think I want to do business again with a bunch of crooks? I've emailed their CEO with no response. Their support staff team are a bunch of jokers . You know who you are M. We don't want travel credit because who knows when this will end. We planned a specific trip for a specific date. It was already a huge ordeal to organize a big group and we're not looking forward to organizing the trip once again. We're asking for a full refund. We're asking your company to do the right thing during this very troubling time. We're asking you to have some ethics and compassion for paying customers and to do the honest thing by issuing full refunds. They're now taking 50% of my original $3699 because we're cancelling. What a joke. BBB please help us in this time of need. We cannot be treated this way from a company that wants to capitalize on the current climate and essentially steal the hard earned money from their guests. Heirloom staff. You have no excuse, no valid argument and no contractual terms that will justify this for you. You're evil people that are self interested and show how short sighted you have become during desperate times. The COVID-19 virus will end and when it does and things go back to normal just know that our voices will be heard throughout the many different review platforms. We will make sure people know what kind of company they're really dealing with.W read more

Our group of 11 women stayed at the Heirloom house in Austin. We arrived to find a very pretty house, although nestled in a shady looking area. We went in and were expecting the best. The inside was nice but needed some sprucing up. There were scrapes all over the wall everywhere, I'm assuming from luggage and maybe some rough action on previous trips from other ppl. While on our first night in the city a few of the women had stayed home and upon trying to go to sleep discovered their beds were DIRTY! Who makes a bed before cleaning in when expecting new guests?? We attempted many times to get in touch with whoever was in charge, only to be stuck talking to this "manager" girl who said she would talk to someone and contact us back.The next morning we awoke and discovered the dishwasher smelled like old milk and did not work at all, thus causing us to have to hand wash everything while on our trip. There were a plethora of other issues but the most glaring was our second night at the house, 4 non English speaking women in pajamas came up to the front door, let themselves in, and proceeded to walk around the house with sheets in their hands while we were all trying to shower and get ready. We asked these extremely unprofessional women to please leave and we would change the sheets ourselves but alas, since they didn't speak a lick of English this was a daunting task. We notified this same "manager" and she said that was their "ground crew", seemingly unapologetic regarding not contacting us prior to their arrival or apologizing for their lack of care for privacy. The next day when speaking to the manager she asked if a gentleman had come that day. So she was sending an additional person to the house while we were there without even notifying us, AGAIN! Wow, the lack of respect for personal space and privacy is unreal. We paid over $800 a night to stay at this house and people not in our party were allowed to just walk on it without so much as a knock on the door. I wish I could rate them in the negatives. Make it up to us, Stay Heirloom!! This stay was beyond ridiculous and my poor friend who was the bachelorette for this party feels robbed of a good stay. read more

I had a reservation booked directly through Heirloom for a house in Savannah, GA on 4/2. I first contacted the company on 3/12 regarding my reservation and inquiring about their cancellation policies. At this time, the news and information about the virus was rapidly evolving, and it was around the time it got declared a global pandemic and cancellations of various major events around the country were starting to occur. I am mentioning this because I got to witness in real-time how Stayloom/Heirloom reacted to this and treated their customers during this crisis. The initial response I got from someone at the company via email was that a full refund would be issued if my flight was canceled due to coronavirus, effectively if there was a travel ban in place. I called the next day after Trump declared a national emergency and was told there was no change to their current cancellation policies yet, but that I should continue to call back since their policies were evolving. This was a hassle, but I figured I still had some time and that the circumstances were unfortunately only going to get worse. The following Monday (March 16th) I saw on their website that they updated their "flexible" cancellation policy to allow customers with a booking more than 30 days away to transfer the value of their reservation as a travel credit or for a 50% refund. There were no accommodations being made for customers with bookings within 30 days. I called customer service to make sure that was accurate b/c it sounded so backwards, as the people with bookings in the next 30 days were the ones being impacted by this. The customer service rep confirmed that was the case. I kept calling for several days and eventually spoke with some in mgmt (VP of Operations) by chance. I explained my situation, that this booking was for my bachelor party and wedding that were both being canceled due to the crisis. Additionally, that one of their employees encouraged me to book directly through their platform rather then AirBnB to save them (and me) a service fee. AirBnB is offering full refunds on all bookings through April 14th, so I wish I hadn't listened. She acknowledged the situation and said she'd try to get me a full refund and that she'd call me back that day. She never called back and after several days of me calling the company asking to speak with her, they eventually said management wouldn't be speaking to anyone anymore. Eventually once the state I was traveling from and Savannah issued stay-at-home orders prohibiting non-essential travel, I followed up to ask for my full refund due to the travel ban, as promised a few weeks earlier in email. I received their generic response that I had gotten several times before. After following up some more, the customer service manager apologized that someone told me that because it was never their policy. Funny because reading other reviews and doing some research, it looks like they told other people that as well BEFORE they booked and screwed them over after not honoring that statement. So although it wasn't officially "policy", they communicated the same thing to multiple customers, probably just stupidly thinking that this pandemic wouldn't reach that point. Anyway, he eventually said that they could do a 50% refund for me plus cleaning/service fees if I didn't want a travel credit. After several weeks of going back and forth and arguing with them, I chose to just take this to at least recover a good portion of my $3,000 booking back and be done with these people. I completely understand that I am not just entitled to a full refund. I also still have a job and so many people are dealing with such worse problems right now as well as the fact that their company is being severely impacted by this crisis and they have employees to pay; however, seeing how they treated customers during all of this was appalling. I did some research and talked to other people who had issues with them who booked their houses on VRBO. VRBO encouraged all hosts to give full or partial refunds, but Stayloom/Heirloom blamed VRBO said there was nothing to do and kept people's money, essentially profiting off this crisis. They didn't even offer travel credits to people who booked through VRBO. Makes me have no sympathy for them, especially considering they are eligible for the forgivable SBA PPP loans. Overall, just wanted to share the experience I had with this company with others. The houses on their website look really nice, but I'd recommend staying away from booking a reservation with this company (including on platforms like AirBnB, Homeaway, VRBO, etc.) based on the character of management and how they treated customers during the COVID-19 pandemic. read more

DO NOT RENT FROM HEIRLOOM. I would give zero stars if i could. They are deceitful scam artists. We found the listing on airbnb and the owner reached out to push us to book on their website instead. And now, in the middle of a world wide pandemic, they are telling us we need to abide by their cancellation policy when airbnb is doing the right thing and refunding their customers. Management refuses to get on the phone and their chat representative is nasty and short. There is not an ounce of customer service in this company. I'm sure they are refusing to refund us because they already spent the money- as I'm confident their balance sheet is in disarray. This company will surely go under soon. read more

DO NOT RENT THROUGH THIS COMPANY....if I could give less than 1 star I would. Heirloom is a complete joke and has the worst customer service I have ever experienced. For those who weren't aware we are in the middle of a global pandemic and this company is choosing not to refund their customers for houses that cannot be stayed in because we are not allowed to leave our homes. This company would rather have their customers come stay at their property and spread COVID before they would possibly provide refunds. We got an email last week asking if we were still planning on coming and then received check in instructions...um hello, are we still coming?! It's like they literally aren't aware of what's going on or just truly do not care. We sent many emails and would receive a generic response signed from the heirloom team. When you ask to speak with management they will give you the run around because management likes to hide behind their computer screens rather than deal with their customer issues. Who I really feel for is their secretary who is forced to take all of the angry customer calls because the leadership team doesn't want to step up. We initially reached out to book the property through Airbnb. Soon after we were contacted by Frank who is apparently their CEO and were told we should book directly through their website which states they are a "luxury rental company". We went with this route but obviously are now not able to travel. It is funny how Frank was readily available when it came to taking our money but now is nowhere to be found. When we asked to cancel, their offer was a 50% refund or a travel voucher to use at a later time. Given this was for a bachelorette party and the current state of the unknown a travel voucher was not a viable solution. Also, every other travel/rental company is offering full refunds given the situation as it is not like we are just choosing not to come. Again, this company is a complete joke - do yourself a favor and book through literally any other company before giving these people your money. read more