4/10 Poor
Crystal G.
28 June 2021
Liked: Check-in, communication
Disliked: Cleanliness
NO HOT WATER; Roach in the kitchen
We arrived to the house on Wednesday June 23rd around 2:15pm. All seemed nice with house; very spacious to accommodate my entire family. We noticed some things we not cleaned; chairs in dinning room and kitchen, center table in den had cup rings or stains from a previous visit. Thursday my mom noticed the hot water temperature changing to cold while she was showering. I sent Oscar, Property owner a message when I returned to the property and noticed the hot water had not returned. Oscar called me advised a repairman would come to the property the next morning 9am. No one ever showed up the next morning so I called Oscar and he said it was a problem with the company and when I asked if the repair would not be completed could we be moved to another property he said he needed someone that spoke English to call me back. I received a call from Rita the property manager and explained my conversation with Oscar and the issue with the house. She said she would contact Oscar and call me back. When she didn't call me back I called her and she said she didn't have any new information and there was a problem with getting through to the company. After a few phone calls Rita explained that if a repairman was to come to the house then noone could be there except the Owner and the inspector. Then she said there is an issue with the bank and the Florida Utilities company and there was nothing they could do. I asked to be moved to another property and she advised there were no properties available and I needed to contact VRBO to resolve the issue because it is not the Owner's fault. I made 3 phone calls to VRBO and was instructed to work out a refund with the Owner and that VRBO could not place my family in another property. I spent all day Friday waiting for a repairman, answers from the Owner and VRBO on how to properly compensate or relocate my family without resolve. I am requesting a refund for 4 days and 3 nights without having hot water at this property. It is EXTREMELY essential to always have proper working Utilities at any property and to not have this essential is and not have an alternative for a customer this has paid over $1200 for this vacation property is disgusting. I want a call back from the office of the CEO on this matter as this should not have happened to my family and it should not happen to any other families. This Owner should be removed from your site ASAP.
