2/10 Terrible
Narinder D.
5 Jan 2025
Disliked: Cleanliness
No access, no communication, had to find another place to stay on my own when we arrived in Mexico.
Booked unit month in advance (12 days starting Dec. 23), owner never provided check in instructions or any communication for that matter. Before travel contacted VRBO customer support concerned, agent tried to contact the owner, was told the owner would provide details. Got on 6am flight and travelled to Mexico (Toronto to Cancun). Tried to contact owner by phone, no answer at contact number. Called VRBO customer support, who called the owner and I was told to wait an hour for instructions. No one called back, so called customer support again, got a different agent who put me through the same waiting game. Called back then a 3rd agent (I kept asking for the same agent I talked to before but never got re-directed), told me to drive to the condo and try to get in at the 4pm check in time. Drove to condo building but was turned back by security as they had no record of my stay. Called VRBO support, then was on the phone for 94 minutes, as the agent went back and forth with their superior as they worked on a "solution" (I was never allowed to talk to a supervisor). The solution was to cancel the reservation and return my money. I was given a 1100 credit, and told that I needed to use Expedia to book a stay first as VRBO can' do same day bookings, and then find alternate accomodations for the rest of my stay. I ended up staying in a resort for 3 nights, and a VRBO for 9 more at a higher cost. Can't imagine what would have happened if I didn't have a Mexico cell plan.
Narinder D.
Stayed 12 nights in Dec 2024