2/10
My daughter was traumatized. The listed check in time was 4pm and we arrived at around 4:30, dropped off our luggage and then went out to eat and went grocery shopping. When we got back around an hour later, the front door was wide open and I was sure we had been robbed. I had the kids stay in the car and I went in to find a stranger in our rental house! I briefly feared for my life. It turned out he was a handy man sent to fix the AC which it turned out there was no AC. He showed me his texts telling the rental company that he could not guarantee he could be at the house before 4 so they told him between 4-6 was ok even though our check in was 4pm. They never told me! There was only a message in the Vrbo app from that day asking me what time I was arriving which I didn't check because I was busy with traveling that day. When I called them they actually said that my lack of response made them assume that I was arriving late which makes absolutely no sense. They had a late need for some kind of maintenance and instead of calling me to let me know they tried to cover it up by hoping I would arrive late. This lead to my arriving at the house to find a complete stranger in there after the agreed upon check in time with no prior notice to me. My kids were too traumatized to stay there so we got a hotel for our stay instead. When I called Marbella multiple times they were very unhelpful, they initially refused a refund and had no idea what was going on each time I called.
Kevin K.
2024 年 7 月入住 5 晚