Verified review
6/10 Okay
Jane E.
24 Mar, 2026
Liked: Cleanliness, location, listing accuracy
Disliked: Check-in, communication
The room was clean and spacious. Location excellent. A slight issue that no hook on the shower meant you had to use it handheld. There is a nearby car park. The main reason for the low review was our experience on check-in. We contacted the host on arrival at the airport. Approx 2hours before check-in as we hadn't received the key combination to enter the property. We were unable to contact the host at all and tried VRBO. We could get through to their recorded message about the excellent customer service but no reply. We tried contacting SMS Homes agency by phone and email, but again no answer. All of this meant we were incurring roaming charges. Eventually we contacted Expedia.Having got through on their helpline, a lady was able to get in touch with VRBO and we got them on the phone and she was able to contact the host. However it still wasn't straightforward as she initially gave us the wrong key code. When we finally got the right key code, we had to jump through hoops photographing our passports from many sides , we got into the property over 3 hours after the check-in time. Despite this I always prefer to give my host the benefit of the doubt as I understand there was a software error; however he has not responded quickly or offered us any ‘softener’ or apology. After repeated messages explaining this we have had only an acknowledgement of the issues confirming they would look into them. We’ve been back 2 weeks. I've held off reviewing but they’ve gone quiet.
Stayed 4 nights in Mar 2026