We recently booked this house in November for a 3 night stay for a family getaway. We drove from Northern VA down to NC, arrived at 5 PM after an 8 hour drive with dogs and kids. I thought all of the detailed information about the house would be contained in the HomeAway App since it usually is on other properties we rented - not this time. Checked through emails, no information. The house has a lock box on the outside in order to gain entry. Starting making phone calls around 5 PM to the owner - left 3 voicemails. No return calls. Called the corporate number for HomeAway - they had no additional information regarding entry to the house. 6PM, 7PM, 8PM - no calls back. We are sitting in the driveway with kids, groceries etc. getting dark. The corporate office offers to put us up in a hotel for the night - we explained the reason we rented the house is we have two dogs and kids and this is Burnsville NC - not many if any hotels around to take all of us in. No other options but to start calling friends in the area to see if we can stay with them. So back in the car for another hour drive back to Tennessee to stay with friends for the night. Surely someone will call us back and give us the code - nope. So my friend suggests we go back on Saturday morning to check windows, doors etc to see if any were unlocked. So we load back up in the car Saturday morning and head back - sure enough there is a window in one of the bedrooms that is unlocked. We take the screen off and one of our kids gets get through the window and unlocks the door. This is 10 am Saturday - still no calls from anyone. So we go back, get our dogs and rest of our luggage and begin to enjoy our stay basically a day late. As I sit here typing this at 5PM on November 8th - still no call after 6 days. No "hey sorry about the code", no "sorry about the frustration", no "offering a refund of the first night"- NOTHING. Whomever is managing this property is absolutely horrible. Even the corporate office mentioned that they have so many listings they can't even take care of one property. Horrible experience. It is a shame also because the house is great. What if we had a question about the house while we were there? We had to keep the house unlocked the entire time with our belongings inside when we left because we didn't have a key.