I'm torn on how to review this property, my experience was wonderful with the exception of 4 hours. They were a pretty bad 4 hours.
So, booking this property was super easy, the terms were clear, the company communicated well via text and email and kept me informed every step of the way. The property itself was wonderful, it was exactly as it was shown in the pictures, extremely clean with ample bedding, towels and bath products. The expectations of us as guests were clear and our week there was great, except those 4 hours.
We arrived on the property at 5pm after a 9 hour drive in the rain to find that the key code did not work. From 5 pm until 8 pm I called about 7 times, 4 different reps provided me code after code trying to get the lock to work and the code to the lockbox to use the physical key which also did not work. I also exchanged approximately 22 text messages with various representatives who at times made me feel like I was an idiot who did not know how to work a key or a lock box. At 7:55pm one rep advised me via text it would be "handled no later than noon tomorrow". That's when panic set in. I finally spoke to a supervisor who assured me they'd get it handled tonight. Shortly after 8 we took the children to get dinner having been assured we would have a place to sleep. At 9:09pm we finally got the answer via text, "I am very familiar with this property and the nuances of this lock. I am going to send you another code to try as well as specific directions for the lockbox. I did just test it last week and know that it works. It is a bit tricky though."
That being said, tricky is an understatement. It took 5 or 6 tries at the very specific directions hold this, press this, turn this and we never got this lock open on the first try during our stay. The manager and the property manager were very nice, they apologized, great. But WHY? Why didn't the first rep on the phone know that this was a tricky lock? Why wasn't there a little card with instructions in with the key? Why did it take 4 hours for someone to tell me that this is a tricky lock and why is it ok for you to keep a tricky lock on this property? This could have been avoided, previous reviews say the code didn't work, the property manager acknowledged the lock was difficult. How hard would it have been to recitfy this or have a plan in place to provide an excellent customer experience.