Above expectations! The communication with the staff was friendly and easy. The apartment was clean and looked great and fully stocked with kitchenware, cleaning materials, etc. Everything was as promised, and more. read more

This company is a SCAM and has defrauded my family by charging us for a night we did not stay. Plenty of options to make these right. Lawsuit to follow. read more

Extremely disappointed with Five Star Luxury Travel. We paid for our reservation months in advance, only to have it canceled last minute without any notice, explanation, or proper communication. This caused major inconvenience and left us scrambling for other options after trusting that everything was confirmed. This level of poor communication and lack of accountability is unacceptable. Customers deserve honesty, reliability, and respect especially after paying well ahead of time. Based on our experience, we would not trust booking with Five Star Luxury Travel again and would advise others to be very cautious. read more

1/3/2025 - original post: After making a reservation and making a substantial deposit, 5 calls and 4 emails over the course of almost a week have been unreturned. At best, horribly unprofessional, at worst, it has me wondering whether this is legitimate. UPDATE 2/12/2025 - After weeks, dozens of calls and messages left with their answering service, emails, text message responses, still no one from the company has returned my call to allay my concerns about whether this is a legitimate enterprise or whether they have just taken my money and run. read more

These people are scammers I booked a trip to Miami and the weather was terrible due to a hurricane. I tried to move the booking and was told yes and now they have reneged and kept my money. $4500 gone and they hide behind terms and conditions. They don't care about anyone except themselves. Avoid at all costs read more

Due to Covid we had to cancel our trip to Miami in August 2020. I rescheduled for January 2021, but due to Covid, our cruise was canceled. I have tried on SEVERAL occasions to CANCEL my reservation with Five Star Luxury Travel. I called, I sent emails, and even texts to the owner, Jennifer. The few responses I received were vague, stating "someone will get back to you regarding this". NO ONE EVER DID! They took my $6000 with no problem upon booking, with communications the entire time! Now that I'm trying to get my money back, I can never reach anyone! Stay away from them. Don't ever book your hotel/condo through them. I just can't believe during this pandemic, they are ripping people off! Sincerely, Ruth Friol Reservation #13151 read more

I am not one to ever write a bad review. However, Be careful with this rental company. They do not return calls or emails when there is a problem. They are quick to take your money but will never address any issues you have during your stay. I would hate for anyone to go thru what I went thru. I have repeatedly contact both Jennifer and Isabelle to no avail. I prefer to work with companies that return calls and not hide when there is a valid complaint made. There is a common courtesy that they obviously do not have. read more

Absolutely HORRIBLE - I wish I could give ZERO stars to "five" star luxury. In the middle of a global pandemic, we had to change our travel plans as all 5 people traveling with "5 star" luxury were living in states that had a travel ban on them. In addition to having one diagnosed COVID-positive person on the trip weeks in advance, along with someone who is pregnant and another who just had a baby, we tried our best to be patient, work w/ the agency and see what kind of resolution they'd offer. They offered NOTHING. We then sent this email, received no response. We called, no response. We wrote on Instagram, they deleted our comments. The lack of empathy, flexibility, response, and understanding is simply unacceptable for any business to run, let alone in the middle of the pandemic. I don't know what kind of business sense this makes. We all travel multiple times a month, we would have loved to rebook and travel when it was safe. This company has lost our business, respect, and clearly any human decency. Enjoy the $7k you robbed us of, quite literally, as you'll never get a penny from us again. Absolutely HORRIBLE. I am completely shocked at how horribly a company handled this situation. Textbook way to burn your brand to the ground. For those interested, here is the email we wrote and received ZERO response from, after leaving multiple calls and having polite conversations given the circumstance: Hi, Given the latest developments and stance of VRBO policy changes below - want to see how this changes things from our last conversation. VRBO indicates that we will be refunded fees 100% for stays between March 13-April 30 which we fall under if the reservation is cancelled. Previous conversations you mentioned if we booked or anything before 1/29 we "should have known" but the reality is we booked 3 days later. The reality is the first US case wasn't even confirmed until 1/15/2020, so this "date" you originally provided, quite frankly, seems pulled out of thin air. China hadn't even gone on lock down until end of January. It was not until February 5 where only 12 cases total in the USA were identified. So please enlighten me as to how we should have known before 1/29 this would have affected our travel. The request and reality is simple: the country and globe are in a pandemic, and we need to be refunded as travel has been made both impossible and life threatening. This is not an exaggeration. As a traveler who averages 2 trips a month under normal circumstances, traveling with others who also frequently book and travel luxury, I am incredibly disappointed with how this has been handled thus far. We are hoping that you will see the long-term value in doing the right thing in this situation over short term greed of inflexibility. Choice is simple and the right one seems obvious - do you want to do the right thing now and earn my business over and over again in the future? Or do you want to completely ruin your brand and reputation in a failure to be compassionate and flexible during the worst global pandemic in the last 100 years? We need to discuss options and even VRBO is asking you to be accommodating during this time. Please feel free to call me if needed. Thanks, read more

We had such a great stay using Five Star Luxury! This is our annual girls trip to Miami and our group was ready to book and get our stay secured for next year already. The condo was so nice and clean and all of the rooms were very spacious. Last year we did a hotel room at The One but preferred the three bedroom condo this year to all be closer together. Will definitely book with this company in the future! read more

Horrible experience. They canceled reservation on us 6 days before a trip and have not refunded us over $7k. I will be notifying the better business bureau and sent scam alert to the attorney general. read more

I have been staying with Five Star Luxury Travel on all my Miami trips consistently over the past 6 months. This is an amazing company with a truly 5 STAR staff that makes my work trips more like vacation! If you are looking for hotel living this is your go to. read more

Five Star Luxury Travel is a fraudulent organization that is run by Jennifer Restrepo (CEO and eXP Realty agent). Five Star does not have the inventory that they claim to have. In May 2023, I booked, paid for and confirmed a 7-night vacation in a 3 BR rental during December 2023. My reservation was booked through Airbnb and confirmed directly with Five Star. Several days prior to my trip, I received a one line cancellation email with no explanation. Of course I immediately called Five Star and then subsequently texted and emailed Five Star. None of my communication with Five Star was returned. Airbnb takes host cancellations seriously and is investigating Five Stars actions. After reading other consumer complaints, it is clear that this is not an isolated incident. Five Star is a scam that needs to be shut down. read more

My Miami airbnb fell through the day before I was leaving for a four night trip. I booked a 3 bdr suite in a residence at the 1Hotel in south beach. I was thinking this is wayyy tooo good to be true. It wasn't. It was 10% of what it would have been if I booked via the hotel website. Thats all I got. It worked for me. flawlessly. read more

Five Star Luxury Travel - Resorts Near Me - Miami, Florida

1 hotel homes is amazing, so much luxury at every corner, yet modern. The food is impeccable I dream of it can't wait to go back, 5 star luxury travel worked with my sister to find her the perfect rental for a week in Miami and they did, some of the room was not that clean when we arrived stained sheets that needed to be replaced, I will say also communication was slow but exceeds expectations and would definitely work with them again very kind and accommodating thank you! read more

Gonzalo our Concierge was wonderful. We stayed at the 1 Hotel Residences for two weeks and it was stellar.

I've never been so actively ignored by a company we paid $17K to. We're supposed to be checking-in in 5 days, and I've been trying to get ahold of them for FOUR WEEKS. No answered calls, no answered emails. Stay far away. The first experience was fine, the second time around we're seeking litigation. Be warned. read more

The 1 Hotel & Homes is absolutely incredible, top notch everything! This place has everything dialed! And the concierge company Luxury5star who manage the unit in which we stayed are amazing, super friendly and helpful ! I recommend this stay for anyone looking for an effortless Vacation stay in South Beach! - Kerry read more

Booked through VRBO with these guys, emailed to ask for check in instructions for the following day and got the response, "we are sorry we don't know how this got booked, we are cancelling your reservation we have other properties please look at them..." !! Unreal not even the courtesy of a call, no apologize or offers to help on a property they cancelled the day before we were supposed to arrive!! read more

DO NOT BOOK THROUGH THIS COMPANY!!! This was by far one of the worst customer service experiences I have ever had and we got totally ripped off. From day one I received a text message saying she had a problem with our credit card, I got back to her immediately but then she took days to get back to us. Then from there on if I ever had a question about our stay, she was very rude and took forever to get back to me. THE WORST PART: We were booked to arrive on the day the government issued a state-wide emergency for Hurricane Dorian. She told us not to come so we cancelled our plane tickets. Then for the next few days we called, emailed and text asking about our refund and she ignored every single one of us. Rude and disrespectful... not to mention extremely overpriced. read more

I came with my newborn and had an amazing experience. 5 star accommodated an early check-in for us and also provided a crib for us. The condo was beautiful and the service by the beach was amazing. We will definitely return soon! read more

I made booking for a residence with them 4 night: Beach Dreams 1/1 Ocean View Condo 1416 paid $2,100 US. So I made check in the 11/17/2023, no one show me the room but left me key at front desk witch was fine with me, I installed my self in the room and my 3 year old child, the room looked fine. Next day I woke up at 6 am with sun light , that's when I realized there's no blackouts, only roller shades that don't block complete sun light. I reached out immediately and ask them to be changed of room or even cancel my reservation, they told me they'll work on this issue and offer me to go buy blackout at my expense, then a supervisor came and inspected the shades and informed me they were fully booked and needed time to find and solution and they were going to contact me. After calling them all that, sending messages and emails, never gave me a solution but just "they are working on it" my child cannot sleep, the goal of my vacation and booking was to sleep and rest, plus I feel there's no privacy since the shades are see thru everyone can observe me and my family. This type of shades are installed on the living room and main room. read more

We loved our residence at The 1 and everything about our stay. Izabella was fantastic and responsive when we asked for anything we needed. Perfect stay and can't wait to come back. read more

Five Star Luxury Travel - Resorts Near Me - Miami, Florida

Save yourself the headache and book with another property manager. Totally unaccommodating, slow to respond, honestly just the opposite of luxury. read more

Very shady experience. Please avoid. No communication and dropped our VRBO reservation at 1 hotel the night before our flight. Do not be lured in by the seemingly good deals. read more

I recently had a horrible experience with this Company. After booking a VRBO with this group and having all my flights paid for (non-redfundable), they cancelled my VRBO (no reason was provided). i later had to chase them down to find a reason and they mispriced the listing (not my fault). They didn't even have the decency to call me to let me know it was mispriced before cancelling it and offer it to me at a higher price. I have yet to hear anything from the management of this terrible company. I would not recommend this service to anyone. read more

Five star was amazing! Great experience for me and my family!!! Will use them every time I travel!!! Highly recommend!!!

I am never going to stay with another company when I come to Miami Beach again. My family rented two penthouses from five star at 1 Hotel. They were both immaculate and their staff was so accommodating and helpful.. especially Isabella. I am looking forward to renting with them again soon read more

We rented a very high-end penthouse property in Miami Beach from 5-Star Luxury Travel and got ripped off. They initially claimed we had broken something and kept $800 of our security deposit, and then once they investigated they agreed we had not, apologized, and stated IN WRITING that they would immediately refund our money. But they didn't -- and then they stopped responding to all emails. We have now unfortunately been forced to take action against this company to try to recover our deposit. We rent high-end properties all over the world and this was far and away the worst rental experience we ever had. I urge others to avoid this or any property managed or owned by 5-Star Luxury Travel, which is shamelessly dishonest. read more

TRAVELERS BEWARE! Jennifer Restrepo double booked her property then made the arbitrary decision to cancel my reservation wrecking our group plans. Very unprofessional. No apology or call back. I would not recommend dealing with them read more

Please do not book with this company. The way we have been treated during a global pandemic has been unconscionable. We booked a residence for the end of March. All members of our traveling group live in states where a Shelter in Place order was made. One member of our group is pregnant and was diagnosed with COVID-19. Another member had just given birth. Another member had a husband awaiting a Covid-19 diagnosis. None of us were capable of traveling for the trip. All of our flights were cancelled by the airlines. We were in repeated contact with 5 Star luxury and VRBO. Once VRBO stated that they were requesting that all owners provide at least partial or full refunds to their quests we got radio silence from 5 Star. They refused to return calls or answer emails. They took our $6k and never responded again. We are a group of women who travel extensively and all over the planet. If we would have been treated with respect and given a refund, we would have rebooked with them as they would have been a company who had earned our loyalty. But instead this business chose to make money off of a pandemic. I am a business owner, and I would rather go bankrupt than have this kind of karma on my hands. Do yourself a favor, and DO NOT BOOK with a company who will treat people this way. read more