2/10 Terrible
tom s., Greensboro, NC USA
Jul 15, 2019
Disliked: Cleanliness
VRBO as a company let us down - BIG TIME
One thing that we have counted on VRBO and HomeAway was to protect us as renters from bad things happening while travelling. This trip was a complete failure on their part and they have refused to do anything to make it right.
Throughout our stay at this property, my family had to navigate around the homeless person who stayed on the front steps, the prostitutes on the corner down the street, and the drug use throughout the neighborhood. We even got kicked out of a cab because the driver refused to go into this neighborhood at night.
When we brought this to the attention, their response was "Because this was a choice that you made with out our advisement you took the responsibility of knowing the state of the area that you chose".
This was for a property that with an above average cost per night, so the expectations were for something with a reasonable amount of safety and amenities.
The owners of this property were responsive. After a second night without blankets on the beds they went out and purchased some blankets and sheets for the beds.
A look on the VRBO website has headlines such as "Your Vacation is Safe with Us" and there is another section about "Trust and Safety" that talks about being "dedicated to providing a safe and secure marketplace for travelers". However, another part of the response from customer service was "We understand the desire for safety, but the property that you booked was done so on your own."
Seems like the response from customer service was a poor representation of the qualities that are being promoted on the website.
tom s.
Stayed 4 nights in Jun 2019