2/10 Terrible
Matthew D.
Jul 16, 2023
Disliked: Cleanliness
Location OCCUPIED upon arrival, horrible customer service
The property was occupied by another group, causing me to incur additional expenses due to the last minute purchase of a hotel room. The property handled the situation horribly and weeks later hasnt replied to my multiple emails or even refunded what I paid for my stay.
I arrived at the property after driving for 13 hours due to a closed highway in Amsterdam. The listing does not provide a code for the car gate, so I had to tail-gate someone into the property.
The key code didn't work and through the window, I could see other people's belongings. I called the property manager's "emergency" customer service number and waited for 20 minutes for someone to pick up. The person assured me the property wasnt occupied and then gave me another code that didn't work and asked me to "hold" I held for over 50 minutes (over 1 hour total). At no time did the agent come back on the line, and after an hour he hung up.
During this hold the occupants of the house I rented returned and informed me they rented the house for durantion of what I had rented it for. I quickly found another lodging option for hundreds more than In had paid VRBO.
Several hours later the property manager called back and said he would "confirm" whether the property was in fact occupied. He stated his company would refund my money and pay the difference between what I paid VRBO and what my new reservation cost.
I returned from this trip weeks ago. I emailed both the owner and the manager 2x. No reply.
Matthew D.
Stayed 3 nights in Jul 2023