8/10 Good
Paul S.
27 Jul 2024
Liked: Cleanliness, location, listing accuracy
Disliked: Check-in, communication
Check-in communications confusion
My son and I recently stayed at a Vrbo unit in Zagreb, Croatia, called "Lux Nest III City Apartment URBAN STAY." This unit was great, and we enjoyed our stay very much. But I'd like to describe a communication glitch at check-in:
I booked this unit through Vrbo, so I expected all communication to occur with Vrbo. I didn't realize that "URBAN STAY" was an organization (not just part of the unit's name), and that I should expect email from them.
Before check-in, URBAN STAY started sending me emails to explain the check-in procedure, but I didn't open them because I didn't recognize the sender's name and thought they were spam.
Not knowing how to check in, I contacted Vrbo support, who told me about URBAN STAY. URBAN STAY then contacted me over WhatsApp, and our check-in succeeded.
Yes, it was my fault for not understanding the role that URBAN STAY played, and URBAN STAY did everything right.
However, I'd like to suggest a change that could avoid client confusion like this in the future:
When a Vrbo reservation is, in fact, a reservation with a third party (an organization like URBAN STAY), could you please make it clearer to clients that communications will originate with that third party?
Or, better yet, figure out how to make the third-party's emails appear as if Vrbo is the sender. (This is technically possible -- perhaps by using "spoofing.")
Thank you,
- Paul Schafer
Paul S.
Stayed 2 nights in Jul 2024