Verified review
2/10 Terrible
Rachel J.
30 Jun 2022
Disliked: Cleanliness, check-in, communication, location, listing accuracy
AVOID LIKE THE PLAGUE!!!!!!!!!!
Don't book this place!The managers on site speak an unintelligible language. The French-speaking owner was somewhere far away. Before we could be checked-in, or even see the second bedroom (write-up says 2 bedrooms), they demanded a hefty “deposit” in cash. This is never done, wasn’t in the posting, payment details, or in a recent email, in which owner claimed this was explained. The idea of these online apps is that no money is exchanged except a city tax in some cases. I had paid in full online days before. After back and forth for over an hour, and me trying to explain that this was not what I had agreed to, nor was it legal, they put me on the phone with the French-speaking owner. He tried to explain that we have to pay this, and since my purse was stolen that day, and I had no cash on me, I could pay through PayPal. I never should have been forced to pay anything extra, let alone in cash.
By now it was dark and I finally reached VRBO on the phone, as their chat didn't work, and I explained the situation. The woman on the phone told me that the refund was being processed and they were going to find me another place. (that never happened.)At this time, believing our refund was in process, we left this remote village on (a stoney, windIng mountain, 40 minutes from Porto), we drove into Porto. After VRBO reached the owner, after hours had passed since our arrival, I received this text from the owner: "Hello Rachel. I am sorry. I think it 's a problème another vacationer. Please call. It s ok With the paiement. You can stay. It s ok. I am very confused."
VRBO decided that we are not entitled to a refund because the owner corrected his mistake—no matter that he illegally demanded cash to check us in, when we first arrived and for hours after that. After being on the phone and trying to reason with VRBO (manager this time) for another 1+ hour, I asked to speak with his superior in order to escalate the matter. Apparently, because I had booked, then cancelled an earlier reservation at the same location, the VRBO woman with whom I first spoke, was confused about which booking I needed help with. Disastrous host, disastrous VRBO. Our only hope for refund is the BBB or credit card company. BUYER BEWARE!!!
Stayed 5 nights in Jun 2022