2/10 Terrible
Malyna T.
14 Oct 2025
Liked: Cleanliness
I had a very disappointing experience. The first night, after checking in earlier in the day, we arrived back at the property, and the digital tap keys did not work. From 12am-5 am, we attempted to contact the host, property manager, and VRBO customer service to find a way into the apartment. With no response from the host and hour-long periods on hold with customer service, we were forced to find stores that were open at these hours to keep warm and keep our phones charged. Customer service was unwilling to find us a hotel or refund us for our stay. After talking to at least 4 representatives and supervisors, customer service did not believe that the keys didn't work, and we had to walk all the way back to the property to send video evidence. Finally, at 5 am, the host answered our message and remotely opened the door for us. He blamed us, saying it was our fault for not taking the physical keys from the tray inside. However, the check-in instructions did not mention the keys, and there were no keys in the apartment. This entire situation could have been avoided if the host had communicated correctly and if customer service had been willing to find a solution. Instead, we were blamed and forced to wander the streets while being harassed by men all night as 4 young women. We were finally given a full refund, but are extremely disturbed by VRBO's communication, which put us in a dangerous situation without a place to stay for the night.
Malyna T.
Stayed 3 nights in Oct 2025