Arrived at 10 PM after a long day of travel to receive a message that house was not ready/cleaned. Was offered one King bed hotel room for 5 people to replace 4 bd/3 bath/2300 sq ft house. Told person this was unacceptable and they said they didn't work with the rental company or owner but were just their messenger and I would have to call the rental company. After numerous calls I realized rental company was not going to bother to pick up. So I told the messenger that I planned to book two suites with sufficient space to come close to the size of the house and to fit five people who needed 4 separate rooms. Of course I had to do all the work to find a replacement since the rental company people were taking the night off even though there was a known issue with one of their rentals.
My receipts were later rejected by the rental company who only partially reimbursed me saying there was a $ limit (which I was not informed of) effectively equal to the room rate. However, replacing a 2300 sq ft house with a hotel was never going to be possible at that limit. Shouldn't the Seller have to provide a comparable replacement?
I had to fight hard with the rental company to get back ~75% of what I spent, not to mention nothing for the inconvenience and headache of booking my own hotel replacements at the airport while wrangling my children and trying to deal with luggage and rental cars and then the hours spent fighting to get back ~75%.
As to the house, the pictures and description are very misleading. The house is not "NEW!". Not even close. There is mold and mildew in all of the bathrooms. We are talking shades of black and brown pretty much everywhere on what used to be white grout. Really gross. The toilets are so small that a normally endowed man cannot sit to go to the bathroom comfortably and these aren't the kind of toilets you want to be touching the inside of. The heat and single pane windows make for a very uncomfortable temperature, either blazing hot (in the bedrooms when you are trying to sleep) or cold (in the main rooms). The place is incredibly poorly stocked (eg, two coffee mugs, a few pots and pans, no paper towels). I tried out three of the mattresses. One was fine, two cheap and uncomfortable.
Would never stay here again and would never book any of the properties via Evolve Vacation Rentals.
Oh and HomeAway did nothing but allegedly put a complaint on record and say that it is really the owner/seller's issue not theirs.