2/10 – Ungenügend
Thomas B.
4. März 2024
Verbesserungswürdig: Sauberkeit
Botched!
In mid-December, I made a reservation for March 1-3. Days before my trip, I received clear details and the location, code for the front door lock, info on TV, Wifi, AC nd such. When I arrived at about 4:00 pm and entered the unit, it was filthy and a previous occupant clearly had not moved out. I used the VRBO app to try to contact the manager by email and phone, but received no reply. I used the chatbot on the app to seek VRBO help, but the app just directed to the property manager. I attended my scheduled event, but continued to try to reach the manager and later tried the chat bot again. The bot gave me a customer service number to call. I reached Matt who worked hard to help me, but he got no response from the manager, either. At one point, our call was cut off. When I called back, I reached Alexandra, who also was great. When she went offline to seek info, mat called back to report still no response. Since it was after 11:00 he agreed there was no chance of another placement that night and I might as well get a hotel room. Immediately as I disconnected from Matt, Alexandra called back. She had discovered the property no longer was connected to VRBO and the manager simply had kept my payment. She refunded the payment and cancelled the rental. She she arranged for a one night hotel credit, but I didn't see that email until I already had checked in at a hotel. To get the credit, I would have had to book the hotel through Expedia. Their customer service was excellent.
Thomas B.
Aufenthalt von 2 Nächten im März 2024