Their Vrbo listing does not lay out important information that aligns with their paperwork after booking. There are also very strict rules not listed on Vrbo, like NO MUSIC OUTSIDE, NO EXCEPTIONS. We paid $$$ up front for cleaning fees THEN we found out we had to strip the beds, take out the trash, and clean our own tub...I'll get to that. We need to know everything when booking and paying UP FRONT. Not too keen on "sneaking in extra rules" once there are no refunds.
Vrbo says check-in time of 3pm, their paperwork said 4pm. Had to call and make sure that we could still have 3pm check-in since people are flying in. They said "depends on the condition the prior renters left it in, you may have to wait til 4pm. We can let you know that day."....What??!
The lockbox code was incorrect ON THEIR OWN APP, so I had to call in a second time to management for the correct information.
Our hot tub drained overnight and we had to have maintenance come out during our stay. Third call to management.
Also, the master tub was not clean. Jets spewed out dirty water and we had to wash it multiple times before just giving up. This was supposed to be a highlight for our birthday girl who stayed in the master bedroom. She was VERY disappointed.
Our bedroom, the people who booked this expensive rental, slept POORLY because someone decided to flip a pillow top on its top. So we were unknowingly sleeping on zero support for two nights!! Any professional cleaning service (or adult that has a bed and a brain) knows you can't flip a pillow top, just rotate. Needless to say, my entire body is still in pain days later; and I have a disability, so I'm pretty upset that this happened.
Finally, I wouldn't consider this a "Five Star Vacation Rental" for the aforementioned and following reasons:
-Not clean! (found wet towels shoved under our bathroom sink and the master tub was filthy)
-Not stocked with high-end essentials (Suave and Irish Spring are not what I consider five-star toiletries)
-Kitchen spices were EMPTY so cooking was a challenge. (Had to go to the store to buy some for ourselves and left them for the next renters, you're welcome.)
-There were only a FEW pool towels, none of which matched. We had to keep cycling them out in the dryer so people could dry off. Not nearly enough for 5 people, let alone the 11 we had.
-Despite being nice, management did not seem organized at all.
I feel owed a partial refund because this house was DIRTY & misrepresented.
