First, let me preface my review by stating that my wife and I were VRBO hosts for 3-4 years and we are acutely aware of customer service.
Our experience with this property was not good in this regard with every communication directed through email via the VRBO “message” center. Those communications were always polite, yet so impersonal and relied on one having to constantly check to see if a response had come. This might work for some, but our request to be called for certain facts were never met.
On day one, upon taking a shower the shower “knob” fell off and was stripped so the water couldn’t be adjusted. Fortunately there was a pliers available and we were able to rig it to somewhat work. We were informed , again via “email” that they’d come look at it the following day. Then, via email we were informed that it couldn’t be fix for the duration of our stay! We asked how they might compensate us for this inconvenience and, via email they offered a very small refund. Though not thrilled, we asked for a slightly later checkout. Not bueno, the government agency in charge of scheduling was unable to accommodate us. You get the idea, we really felt like every decision was made impersonally by a management company from out-of-state, with a great reluctance to ever have the courtesy of speaking directly.
Otherwise property was dated, specific apartment interesting, and location very good.