The customer service from this rental company is awful, When I asked standard questions, they took weeks to get back to me, and when they did get back to me, they gave one-sentence responses that didn't make sense and could be interpreted in several ways.
I was told someone would reach out to me 72 hours before the stay to go over check-in directions. 48 hours before my trip, I still didn't hear from anyone, so I msg them on VRBO. I didn't hear anything back, so I had to call VRBO customer service to tell them I was concerned about my upcoming stay. After getting off the phone with customer service, I heard back from the company within 5 minutes. I should not have had to waste my time and contact VRBO to get this company to get back to me.
When I booked this house, the listing said 6 bedrooms, but I found out just weeks before our stay the house only had 5 rooms (luckily, some girls dropped out of the trip, so it worked out). The listing also said check out was 11 AM, but I was told check out was 10 AM after arrival. The check-out procedures they give you are very confusing and don't even make sense.
The check-in process was cumbersome as you had to meet someone at the house; there was no keypad to lock the door, so you had to coordinate with others to put a key in the lock box outside the home.
I paid for a damage protection plan; however, the guy who checked us in told me that they don't work with company protection programs and settle any damages directly with the guest and require you to give them your credit card information at the time of check-in. Which is a SCAM; I securely booked everything with VRBO and shouldn't have to provide any credit card information directly to them. This is why I booked via VRBO for the security of my data.
The house itself is beautiful and has plenty of space for large groups. But the beds are uncomfortable, and the pillows are overused and just flat.
Overall this company should take some courses in Hospitality and effective communication.