We arrived to find toilet in the master bathroom full of urine. I inspected the hallway bathroom and also found urine on the rim of the toilet. I reached out to VRBO and was received by Rogelio. I asked Rogelio to make arrangements to send someone to clean. He wanted photos, which I emailed. I was left waiting for periods of up to 30 minutes before I would get any responses. I called and Rogelio answered. From the moment he spoke to me, he spoke with contempt and a negative attitude. He continued saying he didn't have my emails, which I sent multiple times and also texted. I became very agitated because of the way he was talking to me.at one point I asked to speak to a manage, to which he said no because they would tell me the same thing, that they had no one to clean. At that point I got very angry and demanded to talk to a supervisor. He started to "Warn" me that he was going to hang the phone. I got very angry and could not understand why they could not get somebody to clean or make other accommodations. I disconnected the call to wait for an answer, and no communication came, and I was there with my wife and children with a filthy house. I had to either decide to stay and clean the house myself or leave. I called again and this time I spoke to Luiz, he explained they could send someone the next day to clean as it was already after 7pm (even though I had been on the phone, email & text since before 5pm). I told him that was not acceptable and that I needed to speak to a manager. He responded saying that VRBO has no managers, because they were all fired because of COVID-19. I couldn't believe that there does not exist at least 1 manager in this company. At that point, I decided to leave and told them to refund my money. He said that the contract I signed stipulates they have 24 hours to get someone over to clean. The reality is, the contract states I (the renter) have 24 hours to report anything that needs cleaning. The company has 24 hours to FIX anything that's broken. I cannot say how let down, disappointed, and frustrated this situation has left us. I will NEVER use VRBO or ACO ever again. Rogelio surpassed all expectations in making me feel unwanted. He really went above and beyond to lose my business. I only wish I could rate lower and even more public, so all who are looking for hospitality accommodations NEVER even look to VRBO/ACO. Horrible service.
