I booked this condo for my business for Easter Jeep week in Moab, but due to an emergency, we were unable to attend the event. While the property itself might be stellar in photos, and it’s in a great neighborhood and location (we’ve stayed in the area before), but we had an absolutely terrible experience with the management company. All future renters should be fair warned about their poor communication, policies, and lack of customer-friendly business practices.
I tried multiple times to communicate with the management company about the cancellation request. I sent multiple messages to them through VRBO messenger, all of which went unanswered. I called them multiple times, only being able to speak to a receptionist and was never transferred to a manager as I requested. I ended up calling VRBO who stepped in and got them on the phone, ultimately landing me a call back from another staff member, who was not executive management and had no authority to offer cancellation options. To be fair, they did email me after this call, so I at least had a contact name— but with no answers or cancellation options. I feel they were only responding because VRBO stepped in. In summary, I went in circles for about 3 weeks trying to communicate with this property management company, which ultimately offered zero accommodations, despite it being peak rental week in Moab.
I understand cancellation policies and the incentive to purchase trip insurance if you want to receive a full refund. But I also understand EJS week is peak season for condo rentals in Moab, and this property could have easily been flipped and re-rented on VRBO. I asked for just a small portion of my booking back, in exchange for my cancellation. The renter was unwilling to make any reasonable offers, such as allowing partial refund; exchanging dates or properties for another stay; or even refunding part of the booking fees I paid—such as the cleaning fee that was never used since we did not stay. However, they were more than happy to allow me to cancel the booking and re-rent the property to someone else, netting them over double profit on this property!
Based on their poor communication, unclear policies, and unwillingness to make reasonable accommodations to renters, I feel compelled to leave this review so all future renters are aware of their unprofessional business practices.