I took my family to Palm Springs to get away for a few days. We found the listing on VRBO and while the location was more than 15 miles from where I needed to be, we chose this property because of the amenities for the children. They advertised a pool area with slides for the kids to enjoy, a game rooms, etc, so we took advantage of the limited availability at this property. The cost was more than $700 for the 2 days which we thought reasonable for what they offered. The initial issue that I did not pay full attention to was that check in was not until 4PM, but check out was at 10AM...disproportionate to the consumer, but OK, I accepted and once you accept there is no refund option.
Upon arrival, as I checked in, the process seemed to take more than 20 minutes to get keys. Additional fees were applied that was not addressed when we booked the stay. Additionally, we were told that the pool slides, the game rooms, fitness areas, etc, were all not available due to covid19. Again, not something that was disclosed on the VRBO site nor did our host make that information available to us. They actually advertised the images of the amenities as if they were a part of the stay.
I expressed to the front desk personnel that it was a little disheartening that what we were paying for was not available for us to use and also that the only reason we were staying there was because of the amenities that were advertised to us. This fell on deaf ears unfortunately, at that time. I also asked for an extended check out to 12pm as my meeting would be over by 11am and my family would not have to be out of the hotel room. This request was denied.
Shortly after my visit to the front desk, I received a call from a front desk manager attempting to let me know that it was not their fault and that I should take the issue up with the host. I expressed to him that as a business owner myself, if my partners are selling my services, it is my responsibility that they are representing my company the way that I would. If they falsely advertised my business, it is my fault as I would not have been monitoring what my resellers are doing. I also told him that while everyone needs to make a profit in business, putting money before people will always make you fail.
The next morning I contacted the front desk and again asked for a later check out. I also offered to pay for the extra 2 hours. They approved that, however, did not accept payment at time of check out.