Stay HeirloomReviews of stayheirloom.com

Beware! I would give 0 stars!!!! These people bait and switch and are manipulative! We requested a refund and they stalled on the request knowing that I wouldn’t be able to post my review of Airbnb after 14 days. I didn’t know this and they kept stalling through the 14 day period. They actually offered $500 then rescinded knowing the review period expired. Here is my review- We were six women visiting New Orleans and expected a luxury experience at $2,500 per night\. Unfortunately, it fell far short\. We were initially moved from our original reservation and offered an inferior home in a completely different location\. After expressing our concerns, we were relocated to a larger, absolutely beautiful property\. However, a beautiful home alone does not make for a luxury experience\. The house lacked even basic amenities\. There were no tissues, no ice machine, limited kitchen supplies, no serving trays, and none of the thoughtful touches expected at this price point\. One microwave was broken, and worst of all, there were literally hundreds of large flies throughout the home that we constantly had to kill\. It was disgusting and unacceptable\. Even more concerning, there was an uncovered hole in the backyard decking that one of my girlfriends fell through, hitting her head\. This was a serious safety hazard that should never have existed\. To be fair, the management company was very responsive, communicative, and helpful, which we appreciated\. However, that does not make up for the lack of amenities, safety concerns, or overall experience\. We requested a refund because the stay simply did not justify the price\. We have stayed in many beautiful Airbnbs over the years, and this was one of the most disappointing experiences relative to the cost\. **While the property was stunning, the experience was no\-frills at a luxury price\. At $2,500 per night, we expected significantly more\.**

Title: Terrible Experience with Stay Heirloom – Numerous Property Issues, Misleading Refund Process and No Accountability I rented a Stay Heirloom property in Savannah, Georgia, through Airbnb for a group of nine people. What should have been an enjoyable vacation became an extremely disappointing and frustrating experience. We encountered numerous problems, including: Dirty floors, windows, fixtures, and areas throughout the property An outdoor courtyard that was not usable without cleaning A king-size mattress that sank and made sleeping uncomfortable A toilet that was loose, another that would not flush, and a leaking shower A washing machine that did not work Only five forks provided for nine guests Poor internet connectivity and television problems Excessive traffic noise that made sleeping difficult A front-door keypad that would not unlock the door An uncovered electrical outlet near a bed, creating a safety concern We documented these problems with photographs and messages throughout our stay. Heirloom repeatedly apologized and acknowledged our complaints. What happened afterward was even more disappointing. We requested a full refund because of the number and severity of the problems. Heirloom repeatedly told us that our request was being reviewed by management and finance and that the process could take approximately two weeks. On September 30, I specifically informed Heirloom that Airbnb was asking me to leave a review, but I was holding off while waiting for my refund. Heirloom acknowledged this in writing and continued asking for patience. On October 5, Heirloom offered a preliminary $400 refund, which I declined while waiting for a decision on my full refund request. They agreed to follow up by October 13. On October 13, after Airbnb's 14-day review window had expired, Heirloom informed me that they would not provide any refund whatsoever. Their explanation was that the maintenance problems had been addressed in a timely manner. I strongly disagree with that characterization. I cannot establish whether Heirloom deliberately delayed its decision until the Airbnb review deadline passed. However, the result was that I waited for the promised refund decision and lost the opportunity to leave my review directly on Airbnb. I have retained the photographs and written correspondence documenting the condition of the property, the refund discussions, and Heirloom's final refusal. For the amount of money we paid, this experience was completely unacceptable. I would not recommend Stay Heirloom. Prospective guests should carefully research the company, document all problems, and never delay posting an Airbnb review while waiting for a refund decision.

My golf clubs were stolen from our van parked in the driveway of one of the company's New Orleans properties after an intruder broke in and attempted to hotwire the vehicle. From the moment I reported the incident, management explicitly assured me that I would be fully reimbursed, claiming the process just required routine approval by the end of the month. However, they delayed their response until the final hours of that deadline, ultimately denying the reimbursement—despite confirming they captured the entire break-in on their own security cameras. It has become clear that the company intentionally stalled the process to exhaust the review window, successfully preventing us from publicly reporting their negligence.

I would never book with Heirloom again, not because of the property itself, but because of how they handled a serious issue and what happened afterward. On our first night, I woke up at approximately 1:30 AM to find a bat flying around the master bedroom. Fortunately, I was able to remove it relatively quickly without waking my wife and children. However, the experience itself was unsettling enough that I could not get back to sleep afterward. Once you've been awakened by a bat flying around your bedroom in the middle of the night, closing your eyes in the dark and relaxing again is not exactly easy. As a result, I lost a significant portion of the night's sleep on what was supposed to be a family vacation. I reported the issue immediately the next morning. Heirloom sent a representative to inspect the property, who told me that because the home was relatively new, there was "no way" a bat could have entered through the structure itself. According to the representative, the most likely explanation was that a previous guest had left a door open at some point, allowing a bat to enter the home and remain hidden in a window treatment or another area until it emerged during our stay. Regardless of how it got there, the fact remains that there was a live bat flying around the bedroom of a rental property. I requested a refund for one night's stay. I was told the request needed management approval and that I would receive a decision by August 21. I was also specifically asked not to leave an Airbnb review until I heard back. August 21 came and went with no response. On September 7, after realizing I had still not received any update, I reached out myself. Only then was I informed that my refund request had been denied. When I attempted to leave an Airbnb review afterward, I discovered the review period had already expired. Coincidentally, the review deadline was the same date I had been told to wait for management's decision. At the end of this process, I received neither compensation for the issue nor an opportunity to leave an Airbnb review warning other guests about my experience. The bat was frustrating. The lack of follow-through, the failure to communicate as promised, and the timing that effectively prevented me from leaving Airbnb feedback were far more disappointing. Based on my experience, I would not recommend booking with Heirloom.

Do not leave an Airbnb review before you are compensated. That’s how they get you. They ask you to hold off from making a review until it’s too late or until it benefits them then they refuse to compensate as promised. This is a horrible company and made promises to compensate our one night’s stay in Savannah, GA at the end of July 2026 due to the air upstairs not working. My family members were drenched in sweat almost each night and slept under several fans (3) which makes me believe they knew something was wrong with the air to have so many fans readily available. It still didn’t help.

Do NOT stay will these people! They lie about their listings! We booked a 7bedroom home in New Orleans got a call from their rep who offered to “upgrade” our reservation! We arrived to New Orleans to a 5 bedroom home! They offered a full refund and I am fighting to get it! Told me they would reach out by July 26 but didn’t realize after July 25 I couldn’t leave a review! Check their reviews they are bad business!

We got this Stay Heirloom house for the private pool area for our kids. That was a main selling point, but when we got there, the pool was over 100 degrees four of our six nights there(and 96 one day, meaning only an enjoyable temp for ONE day of our stay). It's not safe for kids to be in that temp of water for long. I asked them to help, and they tried a couple things, but none of them worked. We asked for a refund of one night to make up for the fact that the kids couldn't use the pool as intended. They told us 7-10 days for a response. 11 days after not hearing from them, I texted again. They told me they'd talk to management (as they'd told 11 days ago). 2 weeks later, I texted asking. They called me back and said we won't get anything. Mind you, this is now after the period when I can leave a review for them. Honestly, we loved the separate air conditioner on each floor and the ice machine was the greatest thing we never knew we needed. Things were clean. The kitchen should have been better supplied for a house of this size. But they never actually took care of our real problem, and although they tried, we still weren't able to use something we were PAYING for. Then they didn't compensate us at all! That's not right. Since Heirloom isn't willing to stand by the fact that our stay should have been what we paid for, we won't be using them again.

With I could give zero stars Scammers. They purposely said they will give a partial refund due to the AC not working upstairs in a unit rented in Savannah from July 6-9. They had us staying in 85 degree heat knowing it did not work. That is why they had the big fans there which did not help. They sent maintenance who confirmed it has not worked or has not been working. They asked us not to leave a review and to give them until the 23rd to refund knowing they were not and that we couldn't leave a review after 14 days on airbnb. It was all a set up that they will NOT get away with. How many others have they scammed this way. So very unprofessional and they need to be shut down from airbnb for lying on their listing. Come back saying mgmt and finance could only off 15% discount towards next stay. We did not even ask for all the money back. Lied on multiple calls and emails to us up until it was too late to leave a review. It was done on purpose