I had two customer service issues before we arrived. First, the listing says that the fifth bedroom has two twins, but the photos show a queen bed. They could not confirm for me (it's a queen).More importantly, I booked this place because it had a pool and hot tub. I was informed a week before I arrived that there is a 3-night minimum in order to heat the pool. Terrible service to hide such a policy from users when they are selecting where to stay. After many messages and calls, I was able to get them to heat the pool. When we arrived - the pool and hot tub were not heated. I spent the first 24 hours of trip with countless back and forths with support agents, the local manager, etc. Lots of bad information, assurances it was fine, when actually it needed a repair. They did repair it, and we had 1 night with a hot tub. You'd think they would offer a refund on the pool heating after all that! No, I again had to go back and forth a million times on both email and the phone to get a refund. Additionally, the first guests to arrive had the alarm go off (they had to call support to get it turned off), the front door is super difficult to open, the TV in the living room doesn't work, the upstairs bathroom drain was clogged, and the oven light is out. Otherwise, it's a perfectly fine place to stay. It's the terrible customer service and lack of attention to maintenance that is the real issue. I will never book with this rental company again.
