This was our secound time at this property. last year we had a wonderful time so we decided to come back.
Unfortunatly, on 22.8.19 22:00 we got back from the city, tried to open the door and the lock was stuck, the door did not open. We tried for 30 minuted and couldn't open the door.
We texted the property manager, and phoned, but she didn't answer in any way, so we had to phone the owner, that lives in another country.
We found out that the property manager that was responsible to help us was out of the country and there was no one that can help us.
The response was a disgrace: the owner said that this never happaned before. all he offered was that we will phone the local locksmith and gave us the number.
He refused to phone him himself even though we don't speak czech and he does.
We called the locksmith that doesn't speak english, and waited for him for 40 minutes in the dark hallway. (the lights did not work!)
When the locksmith came he couldn't open the door and had to call another expert, and they worked on it for more than 2 hours!!!!
meanwhile, the manager finally answered and asked that we pay for the lock 2000 crowns, and the owner will pay us back.
ofcourse we refused, and finally, at 1:30 am the locksmith removed the very old lock and told us "old, caput".
we were very upset about the treatment we got, and that there was no one available from the property to help us.
it was a horrible experience, and also the phonecalls to the owner, the manager and the locksmith cost us a fortune (abroud calls) that we will not get back. our 6yo child was sleeping on the floor.
when we left, the manager's mother apologized for the horrible experience and gave us cookies.
But this wasn't over!!!!!! as we got back from the trip we got an email from the owner that claimed that we have to pay for his old bad lock, and took all our deposit!!!!
We feel cheated, robbed, and want our money back. we feel like we should've got a compensation for this experience and the phone bill.
We ask vrbo site to make sure we will at least get out deposit back!!!