Booked property 2 days before arrival, learned at arrival from rental management property employee that a storm 5 days earlier had taken out the power and internet. They called 2 hrs before check-in informed we’d be without power & internet but were working to find alternative place & would call us back. They instructed we call the front office at 9:00 to speak with Christie-assistant manager who would help us to find a suitable alternative. No cell coverage @ cabin, in addition to downed lines we had to drive and step over, we had no emergency coverage, landline @cabin nonoperational. We lost power during the night, drove (once again over downed power and utility lines) to the property management office at 8:45. 1st person arrived at 9:30, informed us that customer service & Christie was not yet there &she didn’t know when they would arrive!? The CSR team arrived at 9:45 and greeted us with an overwhelming welcoming of “we likely can’t help you, we’ve been overworked& had issues with rentals all week, and that somehow all of this was our fault because we didn’t opt for the insurance.” We reminded them, we booked 2 days before arrival, the CSR Team once again confirmed lines had been down for 5 days, they had confirmed all things operational, and 2 hours before check-in we receive the call stating this was NOT the case. We asked they charge us one night and refund the balance. The staff was noticeably very frustrated and not empowered or not willing to help, we asked to speak with the manager/owner/whomever was in change. The response we received was “I am not calling him, he stays up late, usually until 5:00AM and then comes in around 1:00-2:00!?! I am not going to call and wake him up!” At that point, utterly dismayed we were again reminded that “this is why we offer insurance and we don’t refund for no-internet!” I reminded them that the description did not match reality and they knew nearly ONE WEEK in advance of the issues, this was BEFORE we booked! Again, they had confirmed to us before we booked that all things were operational, Not True! Christie stated she would speak to the manager when he arrives 1:00-2:00 and let us know what she could do. We never received a call back thereafter from them! Upon us calling to follow up, we were constantly put on hold and then ultimately disconnected. We left voicemails &e-mails and received no response. Escalated within VRBO who have called and not received a response either. Renter beware!!
