Unprofessional - not close to "luxury" standards.
We arrived an hour after check-in time. Cleaning staff had only just come and they said it would be hours before the house was ready for us. Our contact (Daniel, property owner) didn’t answer his phone and his mailbox was full. After help from VRBO, we were able to contact the property manager, Paige, who is not local. She wanted to know “which rooms we really needed” to clean first. After I sent a concerned text to the Daniel, he did finally call an hour later. He assured a quick resolution and he would contact me personally when the property was ready. Our party went to dinner. After dinner (9pm) I had not heard from either. I called Daniel, who told me "the house is ready, didn't someone call you?" I reminded him that HE was the one who said he would call me. During this call, he agreed to refund our first night stay in reparation for this huge inconvenience to our party. When we arrived at the property at 9:30pm, it was not ready. Three cleaning staff cars were in the driveway. Every bed was stripped of sheets, dirty linens on couches, staff vacuuming, garbage bags on the floor. I called Daniel, frustrated that he had not been upfront about this just minutes earlier. He said "they just have one bedroom to go." Not the case. I was in the house myself talking to the maids. During this call Daniel hung up on me. At this point we considered leaving, however having paid the entire week balance up front including a large deposit, and we were concerned that we would not get our money back. We decided to stay and just wait for the cleaning staff to finish. They finished at 11pm. This was an extremely disappointing start to a reunion trip among friends traveling from all over the country. We weren’t sent a house manual until day 2. The hot tub water was green (this was fixed promptly after we complained.) There is no Peleton bike as pictured. One day we were locked out of the house with no car keys/money/wallets when the keypad on the front door stopped working after going on a walk. The cleaning staff came and also could not get inside. The lockbox (code from the owner) had a dummy key that didn’t open any door on the property. It took 3 hours for a locksmith to arrive. We lost our whole afternoon. This is unacceptable for a property marketing itself as “luxury” and charging top-market prices. The lack of professionalism in calls with the owner was upsetting. Our deposit was refunded. I'm still waiting for the first night refund. And an apology.