![[amenities:themed-bedroom:1] Themed Bedroom](https://media.vrbo.com/lodging/106000000/105340000/105337000/105336938/e95c96a5.jpg?impolicy=fcrop&w=469&h=201&p=1&q=medium)
2/10 Terrible
Verified traveller
28 May 2020
Liked: Location
Disliked: Cleanliness, check-in, communication, listing accuracy
Worst experience in Reunion I've ever had
Our family has been renting vacation homes in the Orlando area for over 10 years. We've stayed in several different communities but now only rent in Reunion due to the quality of the homes and central location for golf and local attractions. We have grown accustomed to the homes being immaculate and the customer service second to none. That is why this weekend's experience was so disappointing and why we will NEVER use this company again. It started with arriving at the home at 4:15 to find a minivan parked in the driveway. My wife double checked the address to make sure we were at the right house and once confirmed I walked up to the door. It was open and the cleaning company greeted me at the door to say that the previous reservation didn't check out until 2:00 which caused them to have a late start. Knowing it wasn't their fault I decided to go to the office which was right down the road. Once we got there the gentlemen behind the counter took 10 minutes to even acknowledge us while he finished a phone call. Once he got off, we told him the issue at which time he walked to the back to check on the status of our check in. Once he came back he said that they needed until 5:30. Needless to say that was not an acceptable answer since we paid for a certain amount of time. I asked if there could be any compensation for the trouble considering we had driven 3 hours and our entire party was now sitting in the car waiting for access to the house. He went back to the back again and came out very dismissive saying "Sorry there's nothing we can do" and if you still have issues you can email the company to express your concerns, which we did and never got a reply even as of today. Once we finally got into the house the issues got worse. Once inside we found pillows that were soiled, bugs in one of the beds, dirty children's socks in the downstairs master bedroom, a grill that was chained closed by the owner, remotes with no batteries or backs on the controller, a broken bed that was unsafe to sleep in, and a non functioning theater room projector that never got fixed. The check in procedures gave a number to call for issues but of course no one ever answered that number either. As a family, we finally decided to make the best of a bad situation but to pay for such poor service is very disappointing and totally unacceptable. Whoever owns this property needs to choose a different management company. I hope they can improve for future guests, just not us!
Verified traveller
Stayed 4 nights in May 2020
