The property manager was not aware of our booking - and when contacted, despite reading the text message - (and missing the email messages, and voicemail messages - did not respond for more than 30 minutes). When she did phone, she was angry that she knew nothing of the booking (despite communicating about it on July 11), and blamed Stayz, and Vrbo platforms for the mix-up. She took some time to convince that we were booked to stay, and had not been given the access details. She complained again about the platforms, and said that she managed 41 properties and was very busy and stressed. She was given every opportunity, and kind courtesy, to recognise that the three women attending were from different states, had no other accomodation options, and were concerned that the booking had fallen through. Further, when asked about whether she could identify with our experience with an apology, she was unable to provide one without blaming Stayz and Vrbo platforms, explaining just how hard they made her job.
Upon her investigation, she phoned back and advised that we were booked in, but because another person had booked the adjoining property, it was difficult to tell between their party and ours, and asked repeatedly whether we had a person called Laura in our group.
Over an hour after our arrival, we were provided with access. On entry, multiple issues were identified. Please contact me for further details and photographs to support complaint.
