We rented this apartment for 9 nights. Upon arrival early in the day, we were escorted to the apartment where the maid was cleaning. The agent showed us around and told us not to touch the settings on the water heater. We left our bags and went out for the rest of the day. When we returned and settled in I put in a load of wash. Four hours later the washing machine still hadn't finished it's cycle. And when we tried to take a shower that evening, there was no hot water. A good look at the water heater showed it had apparently caught fire and was burned out.
We called the number we'd been given for 24 hour service and got no answer. Over the course of the next couple hours we called 3 more times with no answer. We also sent a message to the WhatsApp address we'd been given, also with no response. I sent a complaint to VRBO with photos. Since it was now quite late, we went to bed and repacked our things in the morning.
The next morning my husband was at the office when it opened. Anna returned with him and agreed the water heater was burned out. She was very concerned that the 24 hour service was unresponsive. We told her we were moving to a hotel and wanted our money back. She said she would ask the manager to do so. The next morning I got an email from the manager saying they would refund "the days not stayed in the apartment." That was May 22.
I never received a refund. Working through my credit card company it took until OCTOBER to get our deposit and a refund for 8 nights. The company claimed we'd stayed there longer and that the heater wasn't broken. Then they claimed the deposit was made too long ago. I spent HOURS sending documentation (yes, I'd kept EVERYTHING including photos) and fighting with the credit company to keep working on it.
UNLESS YOU WANT TO SPEND MONTHS TRYING TO GET YOUR MONEY BACK, DO NOT RENT FROM THIS COMPANY.