Our overall trip went smoothly once we were able to get settled, but our check-in experience was extremely disappointing.When we arrived, there was an issue with our names/reservation not being entered into the computer system. Unfortunately, the customer service representative, Sherri, was extremely disrespectful and unprofessional. Rather than making an effort to investigate the issue or find a solution, she repeatedly told us there was nothing she could do to help or assist us. Her demeanor made us feel as though we were not being believed and did not actually have a reservation.It was only after we asked to speak with a manager that the situation began to move toward a resolution. The manager spoke with the owner and was able to resolve the issue. Sherri then stated that the manager had greater access to the computer system than she did. If that was the case, she should have taken the initiative to seek assistance rather than simply telling us nothing could be done.We eventually received the passes we needed, and thankfully the remainder of our trip went smoothly. I appreciate the manager’s assistance, but the initial interaction with Sherri was unnecessary and left a very negative impression.I hope management reviews this situation and reinforces the importance of professionalism, courtesy, and finding solutions when guests encounter problems during check-in.In the future, if there’s issues between the host and Vrbo/check in, all matters need to be resolved.