6/10 – Okay
Ernie G.
28. Aug. 2022
Gut: Sauberkeit, Lage und Genauigkeit des Onlineauftritts
Verbesserungswürdig: Kommunikation
Great location, nice house that needs repairs, no reply from owner, poor replies from prop mgmt
We arrived on a Tuesday and Wednesday afternoon discovered the stove didn’t work. Called 5-Star (this is a 3rd party rental management) and they said they would take care of it. But we got no response by mid-day the following day, so we called again. A repairman was sent after a 2nd or 3rd call. He confirmed the stove was broken and said he’d report the problem and try to get someone who could get the part to fix it and would get back to us. We heard nothing again. This time we called VRBO for help. The calls to them and 5-Star continued even after we left the rental 5 days later. We never received a call back; we never had a working stove. Response to our multiple inquiries/complaints were that we would be notified after contact with either their supervisors or the owner and the problem would be reported.
Looking back on the reviews we now see the broken stove was reported in July, at least 2 weeks before our arrival along with a report of a mouse in the kitchen. Ultimately, we got no satisfaction from VRBO or 5-Star Realty and no response from the owner. Overall, Customer service stunk. The customer service staff (Rachael, Ashley, Kathleen) were always nice and promised to bump up to supervisors but never returned our calls or gave us any follow up as to what was being done to resolve the situation.
Insult to injury was mistakenly leaving a drawer full of expensive cycling clothes. More calls made and got back the same type of replies ("We'll check; will call you back; will contact the Cleaning Service, etc.) until a week later being told that after three days the clothes would have been donated!
Ernie G.
Aufenthalt von 5 Nächten im August 2022
