2/10 Terrible
Lisa R.
16 April 2024
Disliked: Check-in, communication
Worst experience ever.
We never received the access code to our rental. The property manager never responded to our messages before our stay or when we were urgently messaging for access. Customer Service was of no assistance. We spent hours on the phone with them trying to get assistance. Two representatives confirmed via logging into my app that an access code had never been sent. One representative told us to call a locksmith. Several times our call was disconnected which required us to call back and start all over again. Each attempted included a minimum of a 15 minute wait. The reason for our visit to Louisville was for a celebration of life that began at 4pm. We spent hours during the drive to Louisville and then afterward we had to resume our quest for entry to our paid and confirmed accommodations. This lasted for another several hours without any contact from the owner via our messages or VRBO reaching out. Finally, after 9:30pm we were provided the entry code and able to relax knowing that we had accommodations for the evening. I have not received any communication from VRBO regarding a partial refund due to this horrific experience. I think it is outrageous that both the owner and VRBO received their full compensation but neither provided the agreed upon services thus leaving seven people stranded and at the mercy of getting disconnected by CS while awaiting assistance to gain entry.
Lisa R.
Stayed 2 nights in Mar 2024
