4/10 Poor
Samantha H., San Antonio, Texas
9 Mar 2024
Liked: Location, listing accuracy
Disliked: Check-in, communication
Horrible experience, will never book with VRBO again.
This property was booked a week before. The day after booking, I was notified that a cleaning fee had not been properly added and it was expected to be paid. I asked to cancel and was told no. I then spent the next week dealing with VRBO and the property management company about the fee. I spent HOURS on the phone. It was a HORRIBLE experience. The property management company insisted the fee be paid even though VRBO said it wasn’t allowed to be added after the fact. The customer service reps I spoke with at VRBO were not helpful. Liz at VRBO was the ONLY helpful one and saved the entire thing. I was told as late as 2pm on check in day that I wouldn’t be allowed to stay there without the extra fee being paid. When they finally agreed to not charge me (because that was the vrbo policy) it took an additional 2 hours to check the check in instructions. Check in started at 4pm and I was not given the code for the front door until 5:20. It was a horrible week before the trip dealing with it and being in Houston without a place to officially stay until 5:20 was a horrible way to spend the day at the ball field trying to watch my son play. The home was decent but not as clean as I expected since they made such a big deal about how hard their housekeepers work. The kitchen floor was sticky, the ceiling fans were all filthy, and there was obvious signs of moisture damage on the baseboards and doors. There were dirty dishes in the dishwasher and it didn’t work.
Samantha H.
Stayed 2 nights in Mar 2024
