2/10 Terrible
Laura C.
22 July 2024
Liked: Location
Disliked: Check-in, communication, listing accuracy
Misleading advert, terrible service, horrible accommodation
The picture advertising this room shows a clean, white and modern room, overlooking the town. The reality was a smelly, sub-standard 1970s room, overlooking a road, with a damp patch on the wall and curtains that were falling off the rail. The private bathroom was down a flight of stairs and on the other side of the building, with a dirty shower, and was just up from the front door that was broken and would not lock, so not private because anyone could have walked in. We were actually locked out twice, due to the faulty door lock, and actually had to sit in the street to gain admission in the first place because the check-in form had not been sent in good time by Vrbo. We then had to pay an additional £25, which we were not expecting and was not mentioned when we 'paid in full' according to your advert. This apparently would not be taken but just held - it has gone out of my account and has not been returned. I have photos to prove the state of the room and the vicinity of the bathroom.
Vrbo promised I could have a refund, then sent me to their 'trusted partner' - who? Who said I can't have a refund. Vrbo said they would re-accommodate us - then didn't. Nor did the trusted partner. I asked both times I had lengthy text messages with an agent, that the conversations be emailed to me. This has not happened. I could go on to list all the things that were broken, the unkempt front 'garden'. Totally disappointing and I would like a refund.
Please ensure you reply to this message.
Laura C.
Stayed 2 nights in Jul 2024
