Reviews

StayRoman ruined my wedding celebration (6-9th December 2024)! I contacted StayRoman because I know the owner, Kristopher Lopez, personally. He gave me a few options, and we chose the 6BR/5.5BA Condado Beach Villa. Kris sent me the contract requiring a $500 refundable deposit and balance due by 11/1/2024. I signed and Venmo'd him the $500 same day (28 July 2024). It was all downhill from there! They soon emailed me asking for a $1k payment. I told them that is not what I signed up for. They proceeded to harass me the first of each month for a $1k payment; the whole while not providing me the rental information I was repeatedly asking for. I informed the owner multiple times that I was not receiving assistance, but he just made excuses for them each time. Three days before our trip, I messaged the owner that I still had not received my rental information, their phone was dead, and my emails were coming back as undeliverable. I told him how nerve-racking it was meeting up with friends and family out of country without accommodation details. Kris said he would take care of it himself, but as of the night before our flight out, we still had not received the rental property address! At that point, one of our guests backed out due to the stress of this situation. Kris messaged me the (incorrect) property address at 8:51PM the night before our early morning flight out. I messaged him from the airport about the error. At that point is when we found out they did not book the beautiful property I had contracted for. Instead, we pulled up to a rundown looking apartment building, and my wife was extremely upset! We entered the building to find the elevator broken and our apartment on the top (7th) floor! This hindered our daily activities being that our mom is 69 and another guest has a bad knee. I complained to the owner upon return about all the problems but to this day have not received any compensation nor my refundable deposit back! I have contacted them countless times.

We sincerely regret to hear about your experience and take all feedback seriously. At StayRoman, our priority is to provide exceptional service and ensure every guest has a seamless and enjoyable stay. After reviewing your booking details, we acknowledge that there were miscommunications and inconveniences that led to your dissatisfaction. While we strive to provide clear and timely communication, it appears that there were breakdowns in this process, and for that, we sincerely apologize. Regarding the property change, we understand that any last-minute adjustments can be stressful, and we regret any disruption this may have caused. Our team works diligently to provide accommodations that meet our guests' expectations, and we take full responsibility for any confusion. Additionally, we already reached out to you directly to discuss your concerns regarding the refundable deposit. We truly value your feedback and would like the opportunity to make things right. Please contact us at [support email or phone number] so we can work toward a resolution that acknowledges your concerns. Best regards, StayRoman Customer Relations

Contact you so that we can work towards a resolution??? I've been contacting you constantly for the past six months to no avail! That is what ultimately forced me to move on to negative reviews. I do not except your useless templated response here. Below are just a few of the more recent emails in my attempt toward resolution, and as you can see, we have once again surpassed a suspense for you to have actioned an item. I was supposed to have received a deposit refund follow-up from Alysa by 2/1/2025. However, I have not received that follow-up nor a follow-up regarding compensation for the botched rental and breaches of contract. The Gmail message chain below reads from most current to oldest, so start from the bottom to better understand the progression of dialogue: --------------------------------------------------------------------------------- StayRoman Customer Service Fri, Jan 24, 4:12 PM (11 days ago) to me, Liza ***, Thank you for your message. I understand your frustration, and I sincerely apologize for the delays and the inconvenience this situation has caused. To address your questions: • Refund Process: The refund is issued via certified check. • Timeline: Once fully processed, refunds typically take a few days to reflect to process. I acknowledge that this process should have been resolved sooner, and I regret that we’ve fallen short in meeting your expectations. I assure you that we will actively working to finalize everything as quickly as possible. I will personally follow up to ensure this is escalated and resolved. You can expect an update from me by February 1st. Thank you for your patience and understanding. Kind regards, Alysa Customer Service StayRoman Inc. (833) 669-3079 www.StayRoman.com ------------------------------------------------------------------------------------ On Jan 24, 2025, at 3:05 PM, Kas ****** wrote: ? How is the refund sent? And how long does it take? All of this verification and processing should have already been done. We’re at day 45 with numerous inquiries from me this entire time. Kaseen ******   ------------------------------------------------------------------------------------- On Fri, Jan 24, 2025 at 3:56 PM StayRoman Inc <info@stayroman.com> wrote: Thank you for the clarification! I have submitted this request. What is your mailing address so that I can ensure this refund is processed? Kind Regards, Alysa Customer Service StayRoman Inc. www.StayRoman.com ---------------------------------------------------------------------------------------- On Fri, Jan 24, 2025 at 2:39 PM Kas ****** wrote: I don’t have a reservation with StayRoman for San Antonio. I need my $500 refund immediately as requested three times now. ---------------------------------------------------------------------------------------- On Fri, Jan 24, 2025 at 3:33 PM StayRoman Customer Service <info@stayroman.com> wrote: Kas, I see here that we are waiting for your dates for an upcoming San Antonio trip. There was a credit applied to your account that was to allocated in San Antonio. What are your dates for San Antonio trip? Kind regards, Alysa Customer Service StayRoman Inc. (833) 669-3079 www.StayRoman.com ------------------------------------------------------------------------------------------------------ On Jan 24, 2025, at 1:40 PM, Kas ****** wrote: ?What’s the status of my $500 refund? We are now 45 days past the reservation. You told me that per contract, you have up to 30 days to return it. Kaseen ****** -------------------------------------------------------------------------------------------------------- On Tue, Jan 21, 2025 at 1:38 PM StayRoman Inc <info@stayroman.com> wrote: Kas, I will look into this and get back to you. Did you have any other inquiries that you might have sent? I see notes on your account but let me get clarification. Kind regards, Jerelee Customer Service STAY ROMAN Inc. (833) 669-3079 www.STAYROMAN.com ------------------------------------------------------------------------------------------------------ On Tue, Jan 21, 2025 at 11:38 AM Kas ****** wrote: I still have not received my $500 refundable deposit (nor any other compensation for the botched Puerto Rico rental). The rental dates were 6-9 Dec. We are well past the 30 days we discussed over three weeks ago. Kaseen ****** ------------------------------------------------------------------------------------------------------- On Fri, Dec 27, 2024 at 12:18 PM StayRoman Inc <info@stayroman.com> wrote: Here is a link to the policies that was in your contract: https://www.stayroman.com/terms-and-conditions/ Kind regards, Jerelee Customer Service STAY ROMAN Inc. (833) 669-3079 www.STAYROMAN.com ------------------------------------------------------------------------------------------------------- On Fri, Dec 27, 2024 at 11:14 AM Kas ****** wrote: Jerelee, Thanks for letting me know about the 30-day policy on deposits because I had not been told that before. Yes, we had major issues with our stay from not receiving the rental location and instructions until the day of, multiple on-site issues at the property, and not even getting the originally booked property. I've spoken to the owner about everything, so I hope to hear back soon to get this issue resolved sooner rather than later. Kaseen Murray --------------------------------------------------------------------------------------------------------- On Fri, Dec 27, 2024 at 12:08 PM StayRoman Inc <info@stayroman.com> wrote: Mr ******, Deposits are returned within 30 days after your stay. I also see there is a note on your account where you had some issues regarding your stay. I will follow up to see if this has been resolved too. Kind regards, Jerelee Customer Service STAY ROMAN Inc. (833) 669-3079 www.STAYROMAN.com --------------------------------------------------------------------------------------------------------- On Fri, Dec 27, 2024 at 10:22 AM Kas ****** wrote: Hello, I need someone to contact me ASAP about my refundable rental deposit never received. Kaseen ******</******************************************************************************************************>

I booked with Stay Roman for a luxury home for 14 people. The day of our arrival, they gave me the excused that the house that I was staying had some water damages due to a storm. I confirmed with a friend living in Houston and there were no storms in the area. I asked for a refund and they only refunded me $1000 of $2700. Send them multiple messages and there was such a slow response. I was left without a place to stay with 14 people in my party. This was a nightmare, so I needed to find a place for my large party This company advertise themselves as full service…and absolutely is not. NOT RECOMMENDED…STAY ROMAN…no way STAY AWAY (should be their name).

We are genuinely sorry to hear about the distress and inconvenience you faced with your Stay Roman booking. It’s clear that the unexpected accommodation issue and the shortfall in our communication significantly impacted your experience negatively, especially when you were looking forward to a relaxing stay with a large group. Our intention is always to provide accurate, timely information, and a seamless experience, and we failed to meet these expectations in your case. Please accept our sincere apologies for the oversight regarding the refund and the delayed responses to your messages. This is not the level of service we aim to deliver, nor does it reflect our customer care standards. We are committed to making this right by you and would like to discuss a fair resolution. We invite you to contact us directly at info@stayroman.com so we can address your concerns personally and hopefully restore your trust in Stay Roman.

I booked a stay at one of the StayRoman properties in Houston through Airbnb for a family vacation. I specifically booked this property because it was walking distance from my family’s house. I paid for the rental over a month in advance. Due to unforeseen travel issues, my flight didn’t get in until the morning after my reservation began. I woke up at 5am (houston time) to a text message that came in in the middle of the night asking if I was still coming. I responded yes, that the flight got in before noon. Then I was told that he gave the apartment to someone else. This was 6 hours before I was scheduled to arrive with 3 kids under the age of 8. When I protested, the owner basically said too bad and offered another property 20 minutes away in a less desirable neighborhood on a very busy major street. Because I made a fuss, he offered to refund me. Obviously I was going to get a refund from Airbnb but that didn’t solve the issue that he left me high and dry with no place to stay as I was getting on a plane. This owner was incredibly rude and unprofessional. STEER CLEAR!

Thank you for taking the time to share your experience regarding your planned stay at our StayRoman property in Houston. We sincerely apologize for the inconvenience and stress caused by the last-minute changes to your reservation, especially considering the travel challenges you faced with your family. Understanding that you chose our property for its proximity to your family's house, we regret that the unforeseen circumstances led to such a disappointing start to your vacation. Our goal is always to provide a seamless and welcoming experience for our guests, and it's clear we fell short in this instance. We appreciate your feedback regarding the manner in which your concerns were handled. It's crucial for us to communicate effectively and empathetically with our guests, and we are taking your comments to heart to improve our service. Offering you an alternative property was an attempt to rectify the situation, though we recognize it did not meet your needs or expectations. The refund offered was a step toward making amends, but we understand it doesn't fully address the inconvenience you experienced. As a gesture of our commitment to better service, and in hope of restoring your faith in StayRoman, we would like to extend a special offer for your next visit. Whether you're planning another family vacation or any future travel to Houston, we would appreciate the opportunity to provide you with a positive experience that reflects the high standards we strive to uphold. Please reach out to us directly at info@stayroman.com so we can discuss how we can make this right for you and your family. Your satisfaction and trust in StayRoman are of the utmost importance to us. Again, we deeply apologize for the situation and look forward to the opportunity to welcome you under better circumstances. Customer Service Center