We’ve stayed at many VRBO/Homeaway properties, both in the USA and overseas, and never experienced the deplorable situation as with this property. We’ve also travelled all over the world, so we’re not inexperienced travelers.
After flying from California to Rome, then getting a car and driving to Pisa (now very tired), we first had to go to the rental office to get the property keys , after which we would need to drive another 15 minutes through Pisa traffic . The rental person was nice and all looked to be OK. She gave us a data sheet , which included the fact that the rental office would be open from 3-7 if anything went wrong.
After arriving at the property, we were unable to gain entrance to the apartment. Tried adjourning apartments without success. Called both contacts on the data sheet. Got vmails, in Italian; left message on both contacts saying we needed immediate help... it’s now raining in additional to being dark. The neighbor came out and she tried the key (same type kept) to no avail. She called the contacts and left messages in Italian. We went back to the rental office-fighting Saturday night traffic in rain and darkness- and arrived at 5:30...to find it closed (see above notation about it being open from 3-7). Again called contact numbers, and had a local also call to leave a message in Italian. No response.
Finally got an email from Irene that: (1) someone could be at the property In about three hours, and (2) we should have been communicating with her via WhatsApp (Really?????).
At this point we were exhausted and I had lost all faith in her, so we booked ourselves into a hotel for the night - we were only gone to stay one night in Pisa.
The next morning I called HomeAway to complain, and the nice representative said he would reach out to Irene as it was out of their hands. I subsequently reached out to Irene demanding a refund, which she has never even acknowledged.
Bottom line - look elsewhere.
I’m sure Irene will have her own spin on this...you be the judge.
