2/10 Terrible
Andrea M.
19 Aug 2021
Liked: Location
Disliked: Cleanliness, check-in, communication, listing accuracy
Truly awful. Do not book under any circumstances! Vrbo guarantee a joke. Currently seeking refund
Booked stay at this chalet Sat 14 -Thur 19 Aug. After paying deposit, we saw earlier review had been posted. We contacted owner who advised these issues had all been resolved. We were advised that we'd need to bring our own bedding/towels & description would be updated. Paid remainder of balance in good faith.
However, on arrival, it was immediately obvious concerns raised in the earlier review had not been rectified. Even before entering chalet, we saw the garden furniture was broken and one of the garden sofas was unusable. Garden sofa cushions had been left in the rain and were soaked. Interior of chalet was appalling. Sofa and armchair filthy and covered in stains. The kitchen was dirty, dust and dirt on fridge door and stains on kickboards under the cupboards. Cobwebs in corners of ceilings. Top of the fridge door covered in dirt. Damp & mould present on ceiling and walls. There was a squashed grape on the floor, which was filthy and not been cleaned. The chalet was a disgrace, and earlier reassurances we'd been given were false. Contacted owner immediately by WhatsApp to complain and sent photos as evidence. We received a reply to say cleaners would be sent to clean the chalet, without any apology. We contacted owner immediately and advised her this was inadquate & asked for urgent phone call to discuss. Rang owner twice without answer and left further text messages asking to be contacted immediately. These messages were read almost immediately but we didn't receive call or message back. We took the decision chalet was too dirty to stay in and would place us at serious risk. In the days of Covid and cleaning protocols that should be in place, the chalet was simply not hygienically clean or safe for my family to stay in. No cleaner arrived. We contacted owner again to advise that we would be immediately vacating the chalet without staying and again asked for an urgent phone call, which was again ignored. Had to stay on friends couch & lost our holiday.Vrbo extremely unhelpful, contacted 10 times & over 3 hours on the phone, without resolution. Photos & evidence sent to Vrbo, further messages to owner ignored. Apparently owner advised Vrbo chalet was cleaned 3 days after arrival! No response from Vrbo and no updates. Apparently refund at discretion or owner!Photographic evidence, logs of text messages, unanswered telephone calls & contact with Vrbo available. Booking with Confidence a joke! Legal advice sought. Refund urgently please!
Andrea M.
Stayed 5 nights in Aug 2021
