2/10 Terrible
Trey M.
26 Jan 2021
Disliked: Cleanliness, check-in, communication, listing accuracy
Horrible
We found a property listed on VRBO and booked it for 1/12/21 - 1/18/21. On 1/11/21, I messaged the owner, Alan, on the VRBO app to get details as far as checking in. At approximately 11 p.m. that evening, Alan responded and apologized for the delayed response. He said there was an issue with the electrical line at the property we booked, but offered to put us up at an “upgraded” property.
So, after reviewing the photos, it seemed like it would work and I thanked him for the upgrade.
Upon arrival at the property, we unloaded our luggage l and then started to settle in and get things sorted out in the bedrooms.
1 bedroom had a comforter was stained in some spots and upon further inspection, the bedding had various stains and a few rips in it. The pillows were stained and the mattress had what appeared to be a duvet cover as a pad and was also stained. The bed my wife and I were going to sleep in had a stain that appeared to be where someone “sharted” (sorry, but don’t know how else to explain it).
Other issues encountered were: Stained towels, dirty bathtubs, unbalanced ceiling fans that were unusable, water standing in the kitchen light fixture, water stain on the bedroom ceiling upstairs, couch cushions had crumbs/debris between them (which I cleaned myself) & the toilet paper holder fell off the wall. It was a little after 9 p.m. at this point, so we went and purchased 2 sets of queen sheets and some towels so we could just get through the night.
I messaged Alan the next morning expressing our concerns and he agreed to refund 75% of the cost of the property and we decided to go to a hotel.
I called VRBO’s customer care department about the refund, I was told that once Alan switched properties on us, I should have called them immediately. I didn’t and realize now I should have, however the photos of the “upgraded property” looked okay and I explained I had no reason at that point to think there would be any issues. The rep called Alan and he only offered a 45% refund, which I got later that day. We got screwed on this deal and it’s obvious that there is no quality control for a VRBO property to assure any quality standards. They told me this was all controlled by reviews travelers post. I won’t ever use VRBO or other sites like it again. Hotels have standards that are required to assure a pleasant experience and if there is an issue at a hotel, you can contact the front desk and get it rectified.