2/10 Terrible
Van J.
12 Dec 2022
Disliked: Cleanliness
Avoid this property
On the day of check-in, we received an additional rental agreement that is mandatory. In the agreement, it basically states that the host and their management company, Empress, have the right to evict the renter during the stay and that an additional fee will be applied if that occurs. It also states that voluntarily vacating the property or refusing to sign the agreement will result in forfeiture of any money that the renter has already paid. The additional agreement seemed totally unnecessary and threatening, but we had no option to sign it given that it was sent on the day of check-in. After I signed the agreement and sent a copy of my driver's license, which is a requirement of the agreement, I received a call from the host at 5:42PM. Of note, the check-in time is any time after 4:00PM. I had informed her that we would likely arrive at around 10:00PM via the vrbo app.
Her phone call was very upsetting. First, she informed me that there is an additional fee for "incidentals." Her explanation was that because I was bringing children, she was concerned that they would break something and the fee was to cover any broken items. I was very annoyed to hear that there was a surprise fee, that it was disclosed after the time to actually check-in had passed, and that she was making it clear that children are a problem at the property even though the listing says that children 0-17 are welcome. Additionally, there is already an included rental insurance fee that we had paid. The host told me that the fee could be waived since it was a "case by case basis" as long as I assured her that nothing would be broken. Despite her indication that she would waive the fee, by the time I arrived, she had requested the fee via the app. I paid the fee to avoid being evicted per the surprise rental agreement. As of today, 17 days after we left the property, I still have not received a refund of the fee despite multiple communications with the host and vrbo support staff. On the day of check-in, the host informed me that there is a separate fee to use the heated pool and spa. Additionally, the pool and spa need about 24 hours to heat according to the host. Though we agreed to the fee, she did not activate the heater, so we never had an opportunity to use the pool or spa.
The place is not clean despite a cleaning fee. There was debris, a used disposable cup, and a used Carmex on the floor when we arrived. Too many problems to list...
Van J.
Stayed 3 nights in Nov 2022