8/10 Good
Ioannis R.
5 March 2024
Liked: Cleanliness, communication, location, listing accuracy
Disliked: Check-in
Great stay (except check-in)
With the exception of the check-in process the property and overall experience were great.
My comments below on the check-in experience:
What happened:
We arrived at the property at 11pm which was much later than originally anticipated and communicated to the owner. During the trip I asked and received from the owner the passcode to enter the property as I could not find the relevant e-mail that had originally been sent to my e-mail address. Upon arrival and trying to enter the property it became apparent that the owner had provided the wrong passcode. I should note that the outside temperature was -18 degrees F. After several attempts to get in touch with the owner (who was asleep at that time), I called Vrbo hoping to get help with the situation. After an hour of speaking with the agents, my family and I were still locked outside the property and trying to manage the situation from the car at freezing temperatures. While the agents I spoke with were sincerely apologetic and kind, nothing really happened. I was told that a message had gone out to the Vrbo team that would re-book us somewhere else for the night (and I am sure it was the case) but nobody called us. In the end, and after going through all my e-mail folders on my phone I was able to locate the original e-mail with the correct passcode in my spam folder.
As I'm running out of writing space, feel free to reach out to discuss if it would be helpful. There is a structural issue here that needs a solution.
Ioannis R.
Stayed 6 nights in Feb 2024
