2/10 – Ungenügend
angela p.
17. Sept. 2021
Verbesserungswürdig: Sauberkeit, Check-in, Kommunikation, Lage und Genauigkeit des Onlineauftritts
Trip was over before it started
We booked our reservation and were confirmed well in advance. We were contacted by the owner in advance, she gave us a code to get into the property for check in, some other information regarding our stay, and let us know that the washing machine was not working. This was completely fine with us and we appreciated the communication.
We packed up our young kids (including one infant), my elderly parents, and drove two cars- 4 1/2 hours to the rental . We got to the rental, went to check in, and our code would not even work. We were all locked out. We tried contacting the owner multiple times- no response. We contacted VRBO customer service, they provided us with owner’s direct contact information- still no response. VRBO tried to contact the owner directly- no response. We were stuck on the front porch of this property for almost 3 hours, having to drive to a nearby gas station for bathroom breaks. VRBO customer service said they could put us in a motel room- which did not even accommodate our party size (meaning there was ONE queen bed, everyone else would have had to sleep on the floor) or provide anywhere for us to store our food we had packed for our weekend trip, including our infant’s milk. Additionally the motel room they wanted to put us in, had multiple negative reviews including guests having consistent issues with bed bugs, so it was not even comparable to this property we had booked. Also, they said they would “possibly” provide reimbursement for the motel room charges- but it was not guaranteed.
We ended up not being able to contact the property owner, VRBO could not contact the property owner, nor could we find a hotel that could accommodate our group that we would be reimbursed for. We had to turn right back around, pack the kids back up, and drive 4 1/2 hours back home. This was the WORST experience ever.
When we were told by VRBO customer service that we would be getting our money back and when we finally did hear from the owner the next day, we were told we would be given our money back that we paid for the trip. Nothing else at all. There was no incentive given to rebook a stay or anything offered for the inconveniece of 9 total hours driving with small kids and an infant, to sit on a front porch- locked out for 3 hours in the dark heat, and not be able to enjoy our vacation that our kids were so excited for.
angela p.
Aufenthalt von 2 Nächten im September 2021
