It was an easy check-in process. We were in town early, but we’re encouraged not to checkin until after 3 as stated on the site. We completely understood, believing that they needed the time to ensure the property was suited for guests. However, that was far from the truth.
We arrived to trash at the door. It could have been a neighbor’s. So we opened the 1st door to find dirt, a broom, broken pieces of wood, etc. The next entrance lead to a very dark, steep stairway. We inspected the place to find it hadn’t been dusted, vacuumed, plastic on the windows, blinds broken, sticky brown substance in the bottom of the freezer with a half bag of used ice stuck to it, a missing light bulb in the kitchen, laundry still in the dryer, etc. It was uncomfortable and disappointing.
The pictures on VRBO showed an inviting home with treats on the beds. If someone actually came there set it up like the pictures, I am sure they would have noticed the place was not up to par.
We expressed our discontent and the owner was very cooperative and apologetic for the experience. However, the property manager became involved. He was not as professional and didn’t not have customer service etiquette. He was argumentative and said that saying we were leaving a review would be trying to harm his business on purpose. I explained that leaving it actually helps people like me make a decision on whether or not these places are suitable for our families. And although they were adamant about refunding our payment, it felt like a gesture to prevent a review.
Hopefully, after this review, they will ensure that some changes are made to the property so that it is welcoming, well lit, clean, etc. Unfortunately, there was no way for me to send them pictures and video for improvements. However, I hope they truly went to the property that evening to check it out themselves.
The experience had us searching for a place to stay on a very busy weeny weekend with most hotels booked for the weekend. We spent more money than had planned. However, it was worth it for the family.