2/10 Terrible
connie g.
14 July 2021
Liked: Cleanliness
Disliked: Check-in, communication, location, listing accuracy
Worse Vacation ever.
This email is in response to our recent trip. We were notified less than 24 hours of our trip that the owner of the property was non-responsive. When we received the phone call we tried to call back and there was no answer from your agency. We arrived at the location to check in and we were told that a reservation did not exist for us. After over 2 hours of phone calls to your agency and being transferred multiple times we finally got someone on the phone that could explain why we were in the situation we were in. We were already out of state and at the location with no place to stay. At this point, we had no choice but to accept the alternate reservation that your agency set up for us. We were traveling with four children and we were without a place to stay, our options were very limited. We were given alternative arrangements that were 40 minutes away from our original location. This was completely unacceptable, as it put us 40 minutes away from the friends and family that we were vacationing with. Booking with your agency made for a horrible vacation experience for our family. We had over an hour round trip to be with our family during our stay. When your agency communicated with us less than 24 hours from our reservation, that is completely unacceptable and unprofessional practices. It is also important to note, that we did not want to stay in a high-rise building that is why we booked our original location. We were relocated to a building where we were put on a high floor and that is not something that we prefer during our vacations. Although it is not your fault, when the hurricane came in the location you relocated us to lost power and being on a high floor that not only caused fear for our children but we ended up leaving early. It is also important to note, that when we were relocated the new building put us in a room where someone already was and we had to go through another wait process because they did not have our room appropriately assigned.
At this point, I would like to know how your agency is going to rectify this. By not communicating this earlier with our family you ruined our only vacation. Please respond promptly and let us know how you plan to rectify this.
connie g.
Stayed 4 nights in Jul 2021