8/10 Good
Kelsey H., Novato, CA, USA
28 Feb 2024
Liked: Cleanliness, location, listing accuracy
Disliked: Check-in, communication
Great condo but check-in and communication lacking
We have stayed at many Vrbos and the communication and check-in process from this property manager was much to be desired. We were supposed to be able to check-in at 4pm. We arrived with all of our gear and the code given did not work. We called the property manager and they could not reset it remotely. Finally the property manager sent a maintenance person but they couldn’t arrive until 10pm. This is in February, when it’s freezing cold outside. There was not much of an apology, our kids (and ourselves) were exhausted by the time we finally got into the unit. The maintenance person said he would be back in the morning to reset the door code - he didn’t arrive until after we needed to head out to the mountain. My daughter forgot her ski helmet in the unit and when we went back to grab it, we were again locked out. When we arrived back at the unit in the late afternoon after skiing, we arrived and our unit was unlocked with all of our valuables inside. I called the property manager again and they apologized but they still could not figure out the door code issue. The PM not once reached out to us to keep us informed about the situation, did not offer us a discount on the current or future stay, nothing. The unit itself was great, and if the door code had worked, or if the customer experience with the PM would have been better, this would be a full 5-star review.
Kelsey H.
Stayed 4 nights in Feb 2024
