Amazing apartment, excellent communication before during and date our stay from the Emearld Stay Team. The knew my birthday and sent a cake ( hard to top that level of personal touch). Will definitel... Se mere
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Very well located apartment for skiing and great ski in / ski out location from boot room. Nice , modern and very clean 3 bedroom apartment with everything you might need. Really appreciated prov... Se mere
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Super séjour super appartement super emplacement bref tout était au top. La propreté était à son maximum je recommande ce logement et l’agence emerald stay !!!! Un grand merci aux agents pour leur réa... Se mere
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Excellente expérience dans cet appartement spacieux et bien équipé sur 2 niveaux comprenant 3 chambres avec terrasses, deux salles de bains, 3 toilettes, air conditionné central par étage (silencieu... Se mere
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Virksomhedsoplysninger
Skrevet af virksomheden
Emerald Stay is a revolutionary prop-tech company that manages high-end homes in non-urban destinations. Our team is shaking up the vacation rental market by creating a top-tier hospitality brand that uses reliable technology at every touchpoint. Guests can expect an unforgettable Emerald Stay experience, while owners can easily monitor their property and enjoy the benefits of passive income. In 2021 we received the “Best leisure property management company” award and in 2022 the “Sustainability” award at the global industry event by The Shortyz. We have offices in Geneva and Barcelona and have raised more than €25m from prominent investors in order to back our growth. Last but not least, we are recognized as a Great Place to Work®, and are accredited HappyAtWork® as well as B Corp®.
Kontaktoplysninger
Rue Fendt 1, 1201, Geneva, Schweiz
- +41 22 551 01 11
- info@emeraldstay.com
- www.emeraldstay.com
4,5
Fremragende
67 anmeldelser
Ingen nylige anmeldelsesinvitationer
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Har besvaret 100 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Magical Winter Holiday at an Emerald Stay Chalet
We recently had the most magical winter holiday experience thanks to Emerald Stay! From the very beginning, the service was exceptional. The booking process was smooth and efficient, and the staff was incredibly helpful in answering all our questions about ski rentals and lift tickets.
The chalet itself was pure luxury. We stayed in the “Heavenly” chalet, and it was absolutely breathtaking. The panoramic mountain views were incredible, and the interior design was warm and inviting, with a cozy fireplace. It had everything we needed for a relaxing and enjoyable stay, and the amenities were top-notch. We particularly loved unwinding in the jacuzzi after a day of skiing, enjoying the breathtaking views under a blanket. The sauna was also a perfect way to melt away any remaining aches and pains From a day full of slopes!
Overall, our experience with Emerald Stay was truly unforgettable. They exceeded our expectations in every way, and we wouldn't hesitate to recommend them to anyone looking for a luxurious and memorable winter getaway. Thank you, Emerald Stay!
2. marts 2024
Uopfordret anmeldelse
Besvarelse fra Emerald Stay
Dear Claire,
Thank you so much for your glowing review! We are absolutely thrilled to hear that you had such a magical winter holiday at our Emerald Stay chalet.
We take great pride in providing exceptional service from the moment of booking, and it's wonderful to know that our team was able to assist you efficiently and effectively. We're delighted that you found the “Heavenly” chalet to be luxurious and inviting, and that you enjoyed the panoramic mountain views and cozy fireplace.
It's fantastic to hear that our amenities, like the jacuzzi and sauna, added to your relaxation and enjoyment after a day on the slopes. Your kind words about the interior design and overall experience are incredibly appreciated.
Thank you for recommending us! We strive to create unforgettable experiences for all our guests, and we're so pleased to have exceeded your expectations. We look forward to welcoming you back for another memorable getaway in the future.
Best regards,
Your Emerald Stay Team
Bad experince in their “luxury” villa in Mallorca
We rented their villa Sky in Mallorca. The villa was promoted as brand new, which was absolutely not the case. We had multiple issues with the shower, sink, toilette (leaks and odors), some furniture was really wear off or broken). However the worst thing was that one day the gate stopped working so we couldn’t use the cars and basically wasted the whole morning of our holiday. Naturally we wanted a compensation for that, which was refused and as the height of insolence they wanted to pay for scratched mirror and broken drawer in the kitchen after we left! I really don’t know how you can scratch the mirror by looking into it. For these damages they wanted to withdraw more money from my payment card without prior notice. And the icing of the cake was that they unlawfully withheld the EUR 1000 deposit for longer period of time than initilally declared. Nevermore!
Response to the ES reply:
I don’t understand how the 5% booking discount is related to the refusal of any refund after reporting all defects and difficulties in the property. Are we to understand that you anticipated that there would be some disappointment on our part when we find out that the quality of the villa does not correspond to how the villa is promoted? So the 5% booking discount is already a refund in advance? Come on!
Regarding the destroyed things, I repeat, this is laughable, there were so much damages and I think we didn’t have opportunity to find out in advance what had been already reported a what hadn’t. Moreover, it is evident that the money collected for damages does not go towards repairs, so my personal suspicion is that some repairs may have been collected multiple times from more guests (I also saw this in someone else’s review).
And if you mention the terms and conditions, which the average consumer doesn’t read in full beforhand, we only did that when we started solving problems with you, so you would have read there that defects should be reported within two days, not 3, which you did.
Regarding the charging of local taxes, we were informed by e-mail only after the unsuccessful attempt, not in advance.
I would like to end our discussion with this, because I have already devoted enough time to it. Let each of your potential client draw their own picture.
Regards
Sarka
19. maj 2024
Uopfordret anmeldelse
Besvarelse fra Emerald Stay
Dear Sarka,
We appreciate your feedback and would like to address your concerns as we did previously via email.
After your stay, you mentioned your dissatisfaction with the villa's equipment and some minor technical issues. You requested a 15% refund, which we declined with detailed explanations provided in our email response. The main one being, while such issues can occasionally arise, we addressed them promptly. We kindly ask you to review that email for our full justification.
We would also like to remind you that you received a special 5% discount at the time of booking.
Regarding the damages, our process is clearly outlined on our website. Our local team inspects the property before and after each stay, and any damages found result in the retention of the deposit. The mirror and fridge drawer were not damaged prior to your stay, and it is our duty to maintain the property for both the owner and future guests.
Additionally, your credit card was declined when we attempted to charge the local taxes, a standard procedure clearly stated in our reservation confirmation and on our website. This was another reason for the delay in returning your security deposit, as noted in our terms and conditions.
We have kept you informed throughout this process via email.
Although we declined your original compensation request, we waived the replacement cost for the drawer (47.50€) and two-thirds of the mirror's cost (145€), totaling 192.50€, as a goodwill gesture.
Thank you for your understanding.
Best regards,
The Emerald Stay Team
Nice flat but short supply of hot…
Nice flat but short supply of hot water...
Suppose to sleep 7 , but water enough only for 3...
Also if need anything after 7pm they no contact number. Not even if you get locked out ( keyless doors) .
When I tried to communicate it with them told me it's legal to do so... Go figure...
13. marts 2024
Uopfordret anmeldelse
Besvarelse fra Emerald Stay
Dear Evis,
Thank you for your feedback. We're glad to hear that you found the flat nice, but we're sorry to learn about the issues you encountered.
We apologize for the inconvenience caused by the hot water supply. We understand that having enough hot water for all guests is important. However, we would like to remind you that the hot water supply is designed to accommodate all guests, provided that water usage is kept within reasonable limits.
To ensure a steady supply, we recommend avoiding long showers and simultaneous use of hot water for other activities. In instances of high demand, the tank may need time to refill, which is a normal process.
Regarding the after-hours contact, we regret any frustration this caused. Our procedures and opening hours are clearly indicated for all guests. While we aim to offer a service level comparable to a hotel, we do not have a front desk on-site and are unable to provide 24-hour availability.
Your feedback is valuable to us, and we're committed to making necessary improvements. Thank you for bringing these matters to our attention.
Kind regards,
The Emerald Stay Team
A fantastic experience in Costa Brava
We spent a week in “Casa Alegría”in Costa Brava. The house was amazing, recently refurbished, very well equipped and spotless.
Emerald Stay team was very helpful and professional.
I certainly recommend them.
10. juli 2023
Uopfordret anmeldelse
Besvarelse fra Emerald Stay
Dear Valeria,
Thank you so much for your wonderful review! We're thrilled to hear that you enjoyed your stay at "Casa Alegría" and found the house to be amazing and well-equipped. Our team at Emerald Stay strives to provide professional and helpful service, and it's rewarding to know we met your expectations.
We appreciate your recommendation and hope to welcome you back to Costa Brava in the future!
The Emerald Stay Team
Stay away
The service was very bad. Hidden fees and bad service level. There are other companies where you get more for your money. Stay away!
14. februar 2022
Uopfordret anmeldelse
Besvarelse fra Emerald Stay
Dear Julian, we regret to read your bad review. For the sake of clarity, the hidden fees you are referring to are not hidden: they are displayed on the front door of the property and in the emails we have sent you. Yes, we charged a 150€ fee for breech of rules when we found out about the trash left at the property upon check-out as well as the dismantled shelf and the unhooked fire extinguisher.
The experience with Emerald Stay was…extraordinary.
The experience with Emerald Stay was beyond anything we could have imagined. From the airport transport to the private staff, our experience of Marrakech far exceeded our expectations because of the support we received from Emerald Stay. Anyone experiencing a destination for the first time or wanting to add more than a touch of luxury to a place they're already familiar with should highly consider using Emerald Stay for their trip.
27. december 2019
Besvarelse fra Emerald Stay
Dear Noa,
Thank you so much for your exceptional review! We're thrilled to hear that your experience with Emerald Stay exceeded your expectations and that our support enhanced your visit to Marrakech. We appreciate your recommendation and are delighted to have added a touch of luxury to your trip.
We look forward to welcoming you back for another unforgettable experience!
Best regards,
The Emerald Stay Team
Great experience throughout
Great experience throughout. Amazing guest service and staff, especially helpful with our kids. Will come back!
12. december 2019
Besvarelse fra Emerald Stay
Dear Marcus,
Thank you for your wonderful review! We're delighted to hear that you had a great experience and that our team was especially helpful with your kids. We look forward to welcoming you back in the future!
Best regards,
The Emerald Stay Team
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