Upon arrival, the code that was provided did not work. Had to wait for 20 minutes outside.
The entire house was unsanitary (hair on the beds, hair in the sink, unvacuumed carpets, dirty sheets, pillows on the floor, dirty grill, and much more).
Property Manager admitted that he forgot to clean the property and offered us one of another properties that he manages nearby for free instead.
Day 2: While my family was hiking at a mountain, the manager asked us move back to the original place since he already had other guests reserved in the property. We reluctantly agreed that our family would cancel our plans for the day and went back to the property so that we could pack, drive, and unpack one more time. The manager offered to give us more than 50% refund from our entire stay via text message.
We found a rotten hamburger patty and hotdog in the oven. We sent a photo to the manager as an evidence. The basketball game machine was placed in an unfinished room with buckets of paint, open bundles of insulation, & loose wires on the wall. This was a safety hazard.
Reported to the manager there was no hot water for shower, but no responses. Everybody took a cold shower. Next morning, we found out the heater wasn't working either. The highest temperature in Wurtsboro, NY was 61 degrees. Still no responses from the manager.
We reported this to VRBO customer support, they couldn't get hold of the manager either. They notified the manager about this incident via email.
The manager finally responded that he was off-line for 25 hours. Since we were leaving the next morning, we asked for a full-refund and the manager responded with, "Okay, Thanks".
After checking out, we asked the status of our full-refund. The followings are his direct quotes:
• "Question- Are you going to leave me a negative review if I give you a refund?"
• "I never agreed on a full refund. If you plan on leaving me a negative review I will not do it"
We have contacted VRBO customer service several times (5). They opened the case (36261961) and we submitted a letter and evidences via emails. From our experience, VRBO does not care, respond, support their customers. Twice, I was on hold for more than 1 hour while they were trying to connect me to a supervisor. Both times, they abruptly hung up on me while I was still waiting. They promised that a supervisor would call me back, but no follow-ups still yet.
Have much more to share, but limited space.
Hope this helps...