4/10 Poor
Keely H.
5 Mar 2024
Liked: Check-in, location, listing accuracy
Disliked: Cleanliness, communication
Disappointing experience
Our stay at this property was a huge disappointment. My sister and I were visiting our dad, who was recovering from cancer surgery. I'd flown from across the world with a 6-month-old. My sister, who has mobility issues, flew from across the country.
The first day, we discovered an ant problem, which we took care of ourselves. The second day, we discovered a leak in the ceiling. We called the property manager, Lisa, before going out for the day. A few hours later, she told us that major plumbing work was needed, so we had to vacate. She offered us another VRBO, which we agreed to try.
Unfortunately, the other property had a number of issues: it was farther from my dad's; had uneven terrain, which was hard for my sister to navigate; and an overpowering scent of air freshener. We stayed for one night because we had nowhere else to go, but the next day we checked out.
At this point, Lisa offered a third property, which we declined. She then said she'd refund the remainder of our booking. I pushed back and suggested she also partially refund the 3rd night to offset the inconvenience of moving properties. Lisa not only refused, but she repeatedly brought up how stressful and costly the situation was for her. She pointed out that we hadn't paid a cleaning fee at the 2nd property -- but the suggestion that we OUGHT to have paid one baffled me.
Property issues aside, Lisa's focus on her own costs and stress, and her unwillingness to acknowledge ours, ruined the whole experience.
Keely H.
Stayed 3 nights in Feb 2024
