Renters Beware: Photos of bedrooms are not accurate. I made a complaint about it to the owner upon check-in (3/5) and as of today (3/20), the ad has still not been corrected. The ad is falsely advertising photos of a room with a queen and a twin. By the time you check in and realize that room isn't there, it is too late to do anything about it. I don't want this to happen to any other families who've planned their stay based on the sleeping arrangements shown in this ad. Details below.
3/5: I contacted the property manager by phone call and voicemail and I sent the owner an email through VRBO. I wanted an explanation for why the property was not as shown in the ad, and any possible solutions. After no response, we offered the master bedroom to our guest who was planning to stay in the missing bedroom. The rest of us piled in the bunk room with the kids, sleeping in closer quarters than if we had just rented a hotel room.
3/6: Received an email reply from owner who did not acknowledge my concerns but told me to contact him with "immediate" concerns such as a broken toilet or water heater. I replied that those were working fine but the missing beds seems pretty immediate as well. He did not reply. A woman named Ellen called me and expressed concern about the photos. She said the property had recently been purchased by a new owner and she believed the previous photos were mistakenly still showing along with the new ones. She said she would speak with the owner about how to make this right and that she would call me back. She did not call me back.
3/8: Owner emailed me asking if I saw the written description in the ad that said it was a 2 bedroom (he is correct here, the words at the bottom of the ad DO say 2 bedroom. The photos clearly show 3). He also said he couldn't see any photos of the bdrm w/ queen & twin, and did I have any screenshots. I went to the ad right then (as he could have) and sent him screenshots. He did not reply.
3/10: I called Ellen's number and left a voicemail expressing my frustration that not only had they shown no concern about how their mistake affected our stay, but they STILL hadn't corrected the ad. Ellen called back and said the owner was in Hawaii and she couldn't do anything about it yet. She said he would return on 3/13 and to expect a call the next week. It is 3/20 (13 days past checkout) and no call or ad correction, but my window to leave a review is closing.
The home is clean and pretty. Pool is great.