The stay was good, but I am now having big issues with Big Fish Rentals. $40 was taken from my security deposit for "missing towels". In all of the communications before the stay, it was repeatedly expressed to not stain towels and to not take them downstairs to the pool or beach. I have kids, so I was sure to bring beach towels, pool towels, bath towels, and wash cloths for everyone in my family. When we arrived, the property's towels were artistically arranged on the towel rack in the bathroom, when we left they were still in the exact same place and position. I contacted Big Fish Rentals when I saw the charge on Tuesday, and they said they didn't know about that charge and will call me back. I called again on Wednesday, they said they will call back. I asked when to expect a call, she said "today". I called again today, Thursday, and when she said she would call me back, I couldn't believe it. I said no, you never call back, I need my money refunded. And she hung up on me! When I tried to call this rude lady again, she did not answer. I can't believe I am going through this much trouble over some towels, that my family did not touch! This is absurd! Even after sending a detailed message to the "host" (who I'm pretty certain is the lady on the phone), it's clear that they have every intention of keeping my money. Finally claiming that "the housekeeper said there were no dirty towels. 3 bath towels, 2 washcloths, and a hand towel were missing". I would have believed it was the housekeeper's mistake if she had actually called me back the first day with this. But based on how the reppresentative has treated me, I believe this is a common scam they run because they get away with it. It's way to easy to claim towels were stained when they were actually used. Since we didn't use them, they lied and said we took them. This is our first and last time booking with VRBO, because we don't know if this type of scam is common on this platform.
