2/10 (非常に不満)
Alan G.
2025 年 4 月 26 日
気になった点 : 清潔度、チェックイン、コミュニケーション、ロケーション、掲載情報の正確さ
Homeless on the streets of Nashville
Myself, my wife and daughter and two female friends flew in from Phoenix, and stopped at Costco to pick up perishable supplies for our stay. We arrived at the home on-time for our 3 o'clock check in, and opened the email you sent titled "here are the keys for your stay". Inside the email we were informed that we should have received instructions directly from the host. We did not. We them spent hours trying to get some resolution from your "support center" - who were unhelpful and lacking in English language skills. In the meantime, the food we bought was spoiling, and the ladies were getting very cranky waiting in the sun for your agents to get us off hold. We asked them to rebook us into another property that we found on VRBO, and was told that they could not secure same-day bookings. After getting the number from your staff, we made our own reservation and moved on to the new rental - which was more expensive. No worries - you have a 150% reimbursement guarentee, right? We're still waiting on that. Seems that the lady who did the evaluation included the 3000 deposit into the cost of the cancelled rental, and told us since the total cost with deposit exceeded the cost of the new rental, that we were not due a refund. It appears that all you folks want to do is close the incident out, and not resolve it to our satisfaction. I've been a regular client of yours for years now - and cannot tell you how disappointed I am. You need to work on your procedures!
Alan G.
2025 年 4 月に 4 泊滞在
