We are a U.S. family that has stayed in luxury European properties every other year for the past 20 years. The week prior, we rented luxury apartments for 5 days in Florence (via Vrbo) and 5 days in Palermo, which were beautiful and as advertised. We are accustomed to North American and European standards of luxury.
This property was in UNACCEPTABLE condition and is NOT a luxury property as advertised. It was not even fully functional by basic electric and plumbing standards. Below we provide a list of issues, which we sent video/photo proof of to Vrbo:
- non-functional living room lights, bathroom lights, and outlets
- non-functional toilet
- dirt/damage on the floors, and broken floor tiles that presented slip risks
- stains/damage on the furniture
- advertised as having three king beds, but at best had one king bed and two queen/full size beds
- dirty building with trash/dirt in entrance and stairs
We sent photo/video evidence to Vrbo and the Rome property manager. The property manager was insulting and dismissive of our concerns. Vrbo claimed to follow-up with the property manager, but failed to provide any resolution.
We feel deceived by the Vrbo listing. More importantly, neither the property manager nor Vrbo have demonstrated accountability in response to the photo and video evidence we sent.