2/10 – Ungenügend
Mary S.
29. Okt. 2022
Verbesserungswürdig: Check-in, Kommunikation, Lage und Genauigkeit des Onlineauftritts
Third floor disaster
I saw this apartment on vrbo. It was close to the Cleveland Clinic and looked very nice. I had a week long outpatient treatment program scheduled at the Clinic for severe balance problems, and thought this apartment would be perfect. After booking, it occurred to me to check with the Property Manager to verify it was on the first floor. The Manager was polite and sounded sincere when she said she would ask other renters on the first floor if they would be willing to change apartments for the week.
She sent me a message stating that the person in apartment 3, first floor, said she would switch if there was no other option. When I arrived at the apartment, I contacted the Manager and she told me I would have to stay with apartment 12 on the third floor. I told her my diagnosis, Functional Neurological Disorder and that it would be very hard for me to have three flights of stairs for the week. She did not offer any other solutions. My daughter and I called vrbo and spoke with two different representatives. Both suggested contacting the Manager with a three way call. The Manager told the representative that she had offered me a cancellation when I first contacted her. This is not true - it was never mentioned. It was dark and late, so my daughter and I managed to get upstairs with difficulty. The apartment it self was nice, except my daughter found a big bug crawling up the wall of her room. The next day we were able to find other lodging, at additional cost, of course. The Manager was initially interested in helping me find a more suitable apartment but changed her attitude. The cost of apartment was high, and in a neighborhood that staff at Cleveland Clinic said is an unsafe area to stay. I am disappointed in the Property Manager and in the way that vrbo chose to deal with the situation. If this apartment had been listed as an upper apartment, I would not have booked it. I realize I should have checked before booking, but I did not. This experience left me with a bad impression of ever using vrbo again.
Mary S.
Aufenthalt von 6 Nächten im Oktober 2022
