2/10 – Ungenügend
Jia Z.
10. Jan. 2024
Gut: Sauberkeit, Lage und Genauigkeit des Onlineauftritts
Verbesserungswürdig: Check-in und Kommunikation
Horrible Service! Last Minute Cancellation without Notice
My impression is the owner of this property does not check his VRBO message inbox at all. We booked his house for our family Christmas vacation to Houston in March of 2023. I sent him a message through VRBO on 12/24 asking about check in and check out times. No response. Given it was Christmas Eve, I thought I'd give him until the next day. Around 1 pm on 12/25, I still haven't heard from him, so I sent him a direct text to his cell phone. Then he replied "there's currently no WiFi at the house, I can refund your money if you'd like to cancel." I told him we could stay for 1 night without WiFi as long as he plans to get it fixed the following day. Then he replied "I just found out from my partner that the microwave and dishwasher are being repaired, the house is not ready to rent." His decision to cancel at the last minute left us stranded in the waiting room of a restaurant where we just finished lunch, scrambling to book last minute hotel rooms and vacation housing, on Christmas Day! It was such a stressful time that totally ruined our holiday! Luckily we were able to find a hotel nearby and spent the night there, instead of the vacation house my son had been looking forward to renting for the past 9 months. It is difficult to fathom how the owner was not aware that his house was under renovation and not ready for guests until 3 hours before the check in time. I've never experienced such horrible customer service in the past 10 years of renting through VRBO.
Jia Z.
Aufenthalt von 6 Nächten im Dezember 2023
