The Niagara Pearl: Your Family’s Home Away from the Falls

Thank you for your feedback. I sincerely apologize for the inconvenience you experienced that night. After reviewing the situation, I discovered there was an unexpected system issue with the check-in instructions. The property was configured correctly, and VRBO later confirmed that the access information should have been automatically sent to you three days prior to your arrival. Unfortunately, for reasons that could not be explained, the message was not delivered. You arrived after 1:30 a.m., and I was unaware there was an issue until I woke up and saw your messages at approximately 5:30 a.m. I responded as soon as I became aware of the situation. By that time, I had learned that the reservation had already been cancelled and fully refunded, which was completely understandable given the circumstances. As I did not receive any further communication after my response, I did not continue calling, as I believed alternative accommodations had already been secured. Once I understood what had happened, I immediately worked with VRBO to investigate the issue and took steps to ensure it would not occur again. I understand how frustrating it must have been to arrive late at night with your children and not have the information you needed. While this situation resulted from an unexpected technical failure rather than a lack of preparation or concern, I regret the disruption it caused to your travel plans and wish you and your family all the best.