Let me began by saying that the house is decent, and even though there are small maintenance issues here and there, generally enjoyable. You can read others review for more details. However, the reason for leaving this negative review is to address management service issues.
It turns out that Vrbo just charge a marketing fee, and we had to sign another contract with the rental management. Because we booked this a while back, when another wave of COVID hit, and due to our travel group has people with high-risks, we asked the management to help us change reservation to later date. It turns out that even though the contract says you CAN change the date with approval, the management/owner straight out says they WON’T do it. And don’t care about our health concerns. We even offered to pay more $ fees for helping us changing the date, and they straight out won’t even consider
What is worse is after rental manager, agreed to help us escalate this to the owner, never got a response; she start to ignoring our follow up calls and voicemails because she was now aware of our intent and didn’t want to address our issue with us. After 1-2 week of trying to get in touch with her and leaving voicemails, we gave up.
Is this how your treat your guests? Or just because they have paid you can just ignore them!?! Why don’t you just say no date changes allowed from the beginning?
We also an email that due to COVID, they will limit their toilet paper to 1 per 2 toilets. Ok, we understand it is difficult time for everyone, and we want to accommodate (unlike the owner who refuses to allow us to change dates). What ends up happening is that they only gave us 2 toilet rolls for 11 bathrooms for the entire week rental! Calling the maintenance line – 50% of the time went into voice mail (during normal business hours)
They also tout about how well they do their cleaning in a nice video, and how everyone who comes to maintain the house will be wearing mask. We experienced staff that come to maintain the pool and staff delivering linens/towels to our next door rental, which was also part of same management, walking in and out of the house without wearing a mask.
First time with Vrbo, which turns out to be just a marketing site. It does not protect guest, control the quality of rental processes, leaving the guest to fend for themselves with the rental management. Going with airbnb or more reputable one in future, that truly care about your experience and repeat business.