6/10 Okay
Richard A.
12 Mar 2020
Liked: Cleanliness, location
Disliked: Check-in, communication
Our experience with Cutler Bay rental
In response to our questionnaire about our experience with VRBO I would like to tell you about our experience with the owner of the rental at Cutler Bay.
When we first booked with him in October he was quick to respond to any concerns we had which was nice. Then by the end of January he was asking for the final payment which we made. I sent him an e-mail almost daily as to how we would access the rental property and got no answer, we also left a telephone message for him and the next time we tried to leave a telephone message his box was full. You can verify this by reading the e-mails we sent and the calls I made to VRBO.
Then 3 days before our departure I called VRBO customer service and they said they would leave him and message and text him and if I got no results to call again. Then 2 days before our departure I called VRBO customer service again and spoke with Maggie. She was most helpful and she assured us that we would be taken care of if we could not get in to the rental. Then the day before we left I got an e-mail from the owner saying that his parents lived nearby and would check us in at 5 on the 12th of February. We got there about 4:30 and waited. About 5:45 a gentleman came over and said he was the owner's father and he would let us in which he did and gave us a tour and answered any questions we had. He said his wife was driving by and saw us and that is why he came to talk to us. Then he went out and bought us a toaster because there wasn't one in the unit. Upon his return he told us he didn't know he was to meet us at 5 that no one had told him. I said I had received the e-mail form his son. After all this confusion the place was clean and we ended up having a good stay.
All this to say that the owner leaves a bit to be desired as far as communication skills. It was a very stressful way to start a holiday. If I had not rented through VRBO before this would have been the last time but I had had good experiences the other times. I feel something should be done about the way this owner treats his customers.
Richard Allen
