4/10 Poor
Mike C.
18 Apr 2022
Liked: Cleanliness, location
Disliked: Check-in, listing accuracy
Too many issues, Management did reimburse us. Would probably try again.
WHAT WENT WRONG
1. UNABLE TO CHECK IN AT PROMISED TIME: We arrived at the 4pm check in time. The cleaning crew was still there and told us we could not enter the home for another 1-2hrs. This was due to a late check out from the previous guest. We recognize this is not the fault of the cleaning crew or Villatel, however it was not a great start to our vacation.
2. FRONT DOOR WOULDN'T OPEN: Once allowed to check in (at 6pm of day 1) we attempted to punch in the door code but the door would not unlock. The code worked but the door would not open. I called Villatel and after troubleshooting over the phone, we still could not get it to open. They assured me that a rep would be out to assist ASAP. An hour later a rep still didnt show. I called again at 7pm and received the same response. Then 8pm rolled around and no rep showed up. At this time anything we had in the car that needed to be put in the freezer ended up in the garbage. We had to gain access to the property on our own by checking the doors to the pool and backyard. Thankfully they were unlocked and we were able to get in. No rep showed up nor did we get a call back to check and see if we were OK. I called again the following day and a rep came to the home. Upon inspection of the door lock he informed me that the code worked but the deadbolt was bent and that the lock needed to be replaced. He replaced the lock and the door worked the rest of the week.
3. ELSA WAS MISSING, CORDS HANGING FROM TV'S, BROKEN BANNISTER: the staircase banister was severely damaged and held together by clear packaging tape. The Elsa statue as shown in all the pics, was missing from the room. My 5yr old was devastated as that was the 1 thing she was so excited to see and the main reason we booked that particular home. The home had many signs of wear and tear such as dents and scuffs on the wall and AV equipment hanging loosely by the cords from behind the TV.
4. THE POOL WAS UNUSABLE FOR A DAY: Paid for heat. 2 days heat didnt work. 1 day it was unusable due to lack in chemicals and new chemicals being added.
5. THE MAIN RESORT POOL WAS CLOSED: Not sure why but all the water was removed and it was being refilled by a hose. This wouldn’t have been a big deal but the problem was that it was the same day that our house pool was closed because of the pool chemicals noted in item 4.
Mike C.
Stayed 7 nights in Mar 2022