4/10 Poor
Katie H.
26 Jul 2022
Liked: Cleanliness, location
Disliked: Check-in, communication
Decent room. Terrible customer service.
To start, I sent multiple messages via VRBO asking for check in instructions with no reply.VRBO instructs you to only communicate through them. I figured there was a desk I could ask on arrival. I was met by a security guard who was highly irritated that we did not have a parking pass. I explained the situation and he let me in. I realized no desk, no key, no code, no way to get in. I attempt to check my email but there is TERRIBLE service throughout the property, especially without wifi. I finally get the app to work and find the number listed on VRBO, no answer, left message, never received a call back. Finally got one email in my inbox to pull up from the Realty company. Called the after hours number, and the lady asked me if I went to the realty office, I told her I did not know I was supposed to. The one email I had only had information about certain properties they rent out that you had to buy a separate parking pass for THERE WERE NOT CHECK IN INSTRUCTIONS IN THIS EMAIL. Lady tells me she cannot help me or give me any information because I booked through VRBO. I am 6 hours from home, by myself with a 6 year old and no way to get in our room, and no help from the number that my email tells me to call. I went across the street to the realty company, they were closed. I called the number back and told the same person I was there and there was no one there. I again am told "I cannot help you." Thankfully someone pulled up and said she was looking for a "white box" where she was told to look. Found a key and rental agreement with my name on it. The next morning I get a call from the company and the only thing they can do is ask for my rental agreement to be signed. I explained the situation from the night before and am basically told "oh well, you should have called us before arrival if you didn't know". She said they sent emails. Once I got on wifi I was able to locate them in my personal email (spam) not through VRBO as instructed, they were no help as I was in the room already.
The room was okay, but the dryer had to be ran 4 times to get 4 small towels dry.
At checkout (which is not until 10 am) housekeeping BEAT on the door at 0815, waking my 6 yr old and said he "thought i was checked out already" even though he could clearly see the things on my balcony when he walked by. I informed the company when i turned in the keys, and they laughed it off, only when i said "it wasnt funny they woke my child" they said they "will talk to them".
Katie H.
Stayed 4 nights in Jul 2022
