4/10 Poor
Elice C.
22 Oct 2019
Liked: Cleanliness, communication, listing accuracy
Disliked: Check-in
The property managers were kind and polite but were also confusing
Property was very clean and cozy but it was tough dealing with the property managers. Every time I asked for assistance or a question on payments and refunds they referred me back to homeaway and after speaking with home away several times I was assured by them that the payments and refunds were controlled by the property manager. I went back and forth so many times that homeaway contacted the property manager directly and the first issue was sorted. I was given the code to access the keys and my family and I arrived from Australia tired from the flight and cold from the weather outside, my father is ill and we had to wait outside in the cold for close to 2 hours because I was given the wrong code for the key box therefore could not access the keys to the home and had to wait on a call from the owners. In saying that, when I was speaking to the property managers on the phone they were kind and seemed willing to assist, But via messages with payments because of a minor issue I was sent back and forth from home away and the property manager trying to amend a cancellation error even though I was assured by homeaway that they have control over cancellations and refunds. Also with the refundable deposit I was asked for bank account details to make the refund, I gave them details and they said it has to be a paypal account or a uk bank account, I questioned why the refund cannot be made to the account I payed with like always with homeaway and again they referred me to homeaway themselves. after I was trying to set up a paypal account they made the payment to the account I paid with so I was quite confused with that.
Elice C.
Stayed 4 nights in Oct 2019
