With disgust and concern, I must recount the ordeal my family and I endured due to the negligence of our host, Veronica. She completely forgot to secure our reservation, and upon arrival, we were not found in the system. Exhausted and frustrated, my family spent a grueling two hours in the lobby with no response from the host. Our attempts to contact VRBO customer service resulted in over an hour on hold. When we finally reached them, it took an unbearably long time for them to contact the host. My wife approached the concierge, Mr. Juan B. (I regret forgetting his last name), a very kind gentleman who informed us that our reservation was never entered because the host forgot. Mind you, we had booked over a month in advance. To make matters worse, the unit had been booked two days into our stay, meaning we would have had to move regardless.
Juan eventually found us a smaller room for one night while the host attempted to rectify the situation. As we were settling in, the host had the audacity to text and ask what I wanted to do. I provided my cell number, requesting a call, which never came. The next day, we were forced to vacate our room again. Finally, the host contacted the front desk and arranged for us to be accommodated, but only for three of the four nights. Consequently, we had to move yet again.
A day and a half of our vacation wated. While we have always enjoyed our stays at the resort, this experience was horrible due to the hosts error!