My overall rating is based on the communication I received from both the property owner as well as the Vrbo representative I was seeking guidance from.
I booked and paid for this place well in advance for my family, with the expectation of an exceptional stay. Although I carefully followed the instructions given, we were without hot water our entire stay. There was only one moment upon our arrival where I felt warmer water - to wash our dishes. Being in the snow, it is safe to say we were in below freezing weather and hot water is a necessity.
I tried several times to contact the property owner via phone, email, and Vrbo messages; but when she was not responding I reached out to Vrbo customer service for guidance. The customer service I received from Vrbo was also unsatisfactory. The compensation of $50 for no hot water in below freezing weather, and the suggestion for us to boil water for our basic needs while on vacation is careless.
Eventually, I did receive a response from the property owner via email, but it was far from helpful. Instead of coming to me with a solution, she was pointing the finger away from her. To quote her email exactly she said, “You may have turned it the wrong way. The instructions are dependent on the guest before you doing the right thing.” This was a slap in the face. It should not matter what I did, and especially not what any prior guests did. In that moment, I expected someone to coordinate a visit to the property to fix the situation. Especially, since the property owner already noted in the guest manual that this is a common problem.
I wanted a resolution, but did not receive it in anyway shape or form. Moving forward I do not see myself suggesting this place nor Vrbo to anyone. As a customer I did my part, but my business was not respected.
