Stay Duvet | Vacation Rentals — Attraction in Charleston

TERMITE INFESTATION

After months of planning, our college reunion was booked! We were staying at the Indigo House right off King Street. Upon arriving on Friday and walking upstairs, we discovered the upstairs (with two bedrooms and living room) did not have central AC. The two bedrooms had wall units which cooled the rooms down at night – so we were going to make it work! Unfortunately the living room stayed around 80 degrees during the day, but the room did cool off at night.

The bedrooms did not have dressers to unpack – no problem! The beds were big enough so we could lay our clothes out on one side of the bed.

On Sunday night, the last night of our trip, I came upstairs to find my bed (and therefore clothes) covered in mating termites. We then inspected the second bedroom upstairs which also had termites on the bed. At check in I noticed feathers from the duvet/pillows – how nice! However, these turned out to be the shedding wings of the termites.

We immediately called the 24/7 emergency number, but no one answered. Finally, we received a text message stating someone would be coming by with a fresh set of sheets. Unacceptable. A representative for Stay Duvet came by the house and while he was extremely nice and professional, he did not have the authority or ability to offer a solution other than we should change the sheets. Right before midnight, almost 3 hours later, the representative text saying he thinks he might, maybe, possibly have found us another Stay Duvet property to stay for the night. The two bedrooms upstairs were infested, but the two bedrooms downstairs were (hopefully) OK. At that point, we took our chances and bunked up in the downstairs room.

After multiple calls and negotiations back and forth, Stay Duvet reimbursed us minus taxes and fees. However, we were still out over $1,000.

Stay Duvet, there are three major issues:

You advertise “guest services are available 24/7 for emergency support” but guests are unable to immediately get in touch with a live person via phone call. There is no one who is able to offer prompt, immediate action. If a home, such as the Indigo House, does not have central AC throughout the home, this should be noted so guests are aware prior to booking. You offer “The Clean Duvet Guarantee”, but the Indigo House is infested with termites. Will you fix for future guests, or will you sweep under the...

I booked their Poseidon Airbnb for myself, my mom, my sister, and my 6-month-old niece for Memorial Day weekend. We were celebrating some pretty big birthdays for my mom and myself and wanted to make sure our accommodations were perfect. We wanted to splurge for such a special occasion. The StayDuvet team was very communicative, and made sure to respond to any of my inquiries in a timely manner.

However, upon arriving to the Airbnb, we noticed that many details weren’t as advertised. Working in the Luxury Hospitality industry myself, there were many dirty, worn, missing, and exposed details as soon as we entered the house. Notably, there were visible scuff marks all throughout the property which diminished the feeling of a clean atmosphere. Next, we noticed balls of hair, unkempt rugs/bent rug corners, and exposed cords. The door mat as we entered was also extremely worn with only half of the “hello” text visible.

I included all of this detail because we read the listing description front and back, examined the listing photos in great detail, and paid the appropriate price for what was promised: a beautiful, clean luxury property in a family friendly Charleston neighborhood. Upon arrival, I was upset because we had been overcharged for what we were given. Not only the price per night, but the for the rather high cleaning fee which was very obviously not being used for detailed cleaning of the space.

We loved the house and its charming ivy vine exterior, spacious rooms, comfortable beds, large open floor plan, and rooftop patio/garden courtyard. But all the luxurious details that we paid for were missing (especially the promise of a clean and hygienic space). StayDuvet sent a cleaning team to reclean the space which was appreciate, but didn’t take away the fact that we had to spend much of our first day there cleaning ourselves so that we felt comfortable.

They were alerted to our complaints and did a nice job mitigating the situation, with promises that would review all the feedback and remedy the issues for future guests. If you read this review, and end up booking, I hope all those details are perfected...

It was my husband and I first time in Charleston and experience with stay duvet. We stayed at the Mavs at the Quad or something of that nature. As soon as we walked in the smell hit your face. It was a old musty MOTH ball smell through out thr entire property. It was so strong it made me sick. We immediately contacted concierge by phone twice left a message no answer. Emailed once no answer. Communication by text was working in the past so I decided to text. I received a message instantly i asked if they could call me never did. So by text concierge communicated we could move to "A" we were staying in "B". When we walked in same smell. I asked if we could move to another property if available and also didn't mind paying if there was a price difference. Said they couldn't do that said the property mgr could stop by to try and neutralize the property and they could set up a ozone machine but we would need to be out of the property for 2-3 hours. The machine couldn't be set up until around 730pm. After traveling all day not getting back into the property til 1030 or so didn't sound amusing but agreed and told them when we were out of the property. They never brought the ozone machine the property mgr just sprayed. I asked for a refund crickets I asked to me moved crickets. We lysoled,bought candles etc to help with the smell. After going back and forth for hours it didn't seem like we had any other choice or find another place on our own. We decided to stay since the next day we planned to be out all day. We literally just slept there nothing else. No tvs in the rooms except living room. The beds are so low to the ground the pictures are deceiving. You can hear the people on the 2nd floor every move. It was so loud like they could fall through. We kept our clothes in our suitcases the entire time. There weren't any dressers or hangers if u decide to unpack. When we got home everything we brought into that property needed to be washed and neutralized the smell was that strong it was disgusting. It had a cute setup wasn't in a bad area but I would not recommend this...