2/10 Terrible
Chelsea B.
10 Mar 2025
Liked: Cleanliness, location
Disliked: Check-in, communication, listing accuracy
Very frustrating and disappointing experience with property manager
Several days before check-in, Cloud9 requested vaccination records for my cats. I asked where to send them and they said paste in in this chat. I did. 2 days later, I received a text records again. I said they had been submitted but pasted the records in the text. They texted back, welcomed me to my stay, and provided check-in details (apt number and wifi info). Later that day, I got a message on VRBO from Cloud9 asking for records again. At that point, it was past check-in and we were minutes away from the property. I said I provided them and was granted check-in. They said they didn't have them. I scrolled up in my messages and saw the records; let the chat agent know that. By then, I was at the front desk. Front desk had no record of our booking. She called Cloud9 and they said they couldn't give me access to the unit without the vaccination records. At that point, I expressed frustration as I was standing in a lobby that was busy and loud, with two scared cats. They sent me a link for the records, which I couldn't click on and had to type out one by one. I provided the records (for a third time) & they gave me access to the unit. I got the scared cats, litter box, suitcases, up to the unit and it had never been cleaned from the prior guest. I called Cloud9; agent was rude and sassy; didn't believe the unit wasn't cleaned. They sent someone to verify it hadn't been cleaned and 30-min later got us into a different building down the street. Unit was nice. Horrible check-in.
Chelsea B.
Stayed 3 nights in Mar 2025
