2/10 Terrible
Olga B.
Oct 26, 2025
Disliked: Cleanliness
When we arrived at the property and followed the instructions to retrieve the key, we discovered that there was no key in the lockbox. It was around 8 PM, already dark outside, and the host was completely unresponsive—no replies to our messages on Vrbo.Our group included two women and a person with autism, and we’re not particularly experienced travelers. Thankfully, some kind guests staying in the neighboring apartment helped us access the building. That’s when we discovered another group already occupying the unit - we learned they had booked through other service and received the exact same instructions from the host.We contacted Vrbo’s support line, and their team was incredibly helpful. They stayed on the line with us for a long time, reached out to the host directly, and eventually confirmed that the apartment had been double-booked. Both parties had received identical check-in instructions.We managed to speak briefly with the host, though communication was difficult due to a language barrier. Unfortunately, the host didn’t offer any assistance or recommendations for nearby accommodations.Eventually, we found a hotel and were able to book a room. I want to sincerely thank the Vrbo support staff for their patience and dedication—it truly helped us navigate a very stressful situation.
Olga B.
Stayed 2 nights in Oct 2025