When we checked in on Sat evening, we were supposed to receive a keycard, which is required to access the property & all of its amenities. We contacted the host Sun morning to let them know we did not receive one & they responded that someone would bring us a key card on Monday. Throughout Monday, I reached out numerous times. My messages were read, but I received no response. It wasn’t until I sent a message demanding a phone call that the host finally contacted me. We were again promised a key card the following day. We didn’t receive one until Thursday afternoon-one day before checking out of the facility. We were denied access to the pool areas due to not having a key card. Access to those amenities was one of the main reasons we chose this property, so this significantly impacted our vacation. After discussing these issues, the host agreed to provide a partial refund. It has now been over a month since our stay, and we have not received that refund. I have attempted to contact the host several times without any response, and there is no record of a refund through our VRBO account. VRBO has also attempted to contact the host four separate times by phone and email, again with no response. The lack of communication has been extremely disappointing. While problems can happen, honoring commitments & communicating honestly with guest are essential. I hope this review reminds hosts that customer service and integrity are just as important as the property itself.