8/10 Good
Aaron E., Cincinnati
Aug 17, 2023
Liked: Cleanliness, check-in, communication, location
Disliked: Listing accuracy
Perfect Location, Great House, Elevator Did Not Work
The house and location are fantastic. The house has all the amenities you need. Communication with the owner was good, she always got back quickly prior and during our stay. The house gets a ton of use and there is some wear and tear in the main areas (ex: kitchen floor, deck furniture) but overall very good. Our primary issue was the elevator did not work during our stay and traveling with a 75 year old who is handicapped made that a real issue. The owner did her best to fix it , but never could get it done during our stay. My issue was not that she did not try to fix it, but her response to the issue. Response 1 on day one was for me to call VRBO and find another place and she would refund night 1 and not charge for the rest of the stay. Response two after we chose to stay (no other options than to go home) was to refund us $1K (6%). I felt 6% was not fair given the trouble is caused and asked for 25% of the entire stay refunded. The response I got was "cant do that, if you left I could of rented to someone else". I then asked for how to get the $1K refund she offered and have yet to get a response or be refunded after 3 weeks. I know she did the best she could to fix the issue, I do not think the service recovery that she offered equaled the significance of the problem. To rent a house for over $15K a week due to location and amenities and not have one of the key amenities work deserves a better solution than what she offered. No refund to date received.
Aaron E.
Stayed 7 nights in Jul 2023
