2/10 Terrible
Chad W.
24 Oct 2024
Disliked: Check-in, communication, listing accuracy
We were cheated badly and charged for what we didn’t get.
My husband booked a place at Gatlinburg. It was called a luxury condo. It was supposed to have a full kitchen with a king size bed. There was an in app text at some point afterwords that said the only availability is for a studio. We didn’t see the text. We arrived at the resort. We had trouble checking in. It took over an hour because they couldn’t find our reservation or find the owners name. We texted the owner for help and were getting replies but this turned out to be a concierge at the resort. He gave us a number to call but it was still the concierge we were talking to. The concierge was calling the owner and trying to straighten out the confusion and was acting as a go between. It was at this point that the resort told us the only availability was a studio. They appeared to be inputting information to set up our booking. The staff was very nice and stated repeatedly that VRBO is almost always a mess for everyone when they try to check in. I texted the owner/concierge about getting a partial refund but was told no. That it was “preapproved.” I’m not sure what this means. I called VRBO to complain about the room and was on hold for over 20 minutes. After speaking to someone for a few minutes he hung up on me. I was not being rude to him but I was distracted by texts from the owner/concierge but even so it was maybe only a matter of 30 seconds hesitation. I called back and had another 20 + minute hold. Charged for condo! Talking to lawyer!
Chad W.
Stayed 4 nights in Oct 2024