Poor communication of access details left us unable to get in."Ah well, one of those things, we'll sort it out when we finally get hold of the owner". But no, for the first time in nearly a decade of using HomeAway we find ourselves placing a negative review as the only comeback we have.
This was a late booking for 3 nights which was paid upfront. The owner confirmed by email & promised to be in contact with access details prior to arrival. With nothing received we prompted her just before we left but got only a contact number.
By chance we also downloaded the new HomeAway app to "find & book your next holiday". It seems this was our downfall! The whole process instantly becomes automated to the app, not that anyone told us!
With no further contact & limited connectivity abroad, we got ourselves to the property using the address. Numerous phone calls, voice messages, email, knocking on neighbours got us nowhere...no worries, we had the app! Using the house wifi from the doorstep we searched but still no success. After 2hrs & the sun going down we gave in.
2 days later the owner finally returned our calls. Apparently the crucial app did indeed have the info we needed! How did we miss it? Maybe poor set up with critical info illogically filed? There were many links & we opened most...the welcome, the check in...in fact all that might be vaguely relevant. But strangely enough we didn't open "need driving directions?"...after all, we were already there!
Naively we thought we'd be able to come to some agreement with the owner & that would be that...the information was badly filed/we were not told where it was/we had not found it. But no, we have lost the tax, service charge & rental fee (she did return the cleaning fee & security deposit). We had to find alternative accommodation & wasted fuel & food bought for our stay. So we are left feeling cheated whilst the owner profits, keeping the full rental fee & losing nothing.
Could we have done more that day? Possibly...but should we have had to? She may argue we blocked another potential booking, but this we doubt as we only booked 2.5wks earlier.
So, fellow traveler, you may choose to book this property based on other reviews. Will she stand by her belief that the fault lies with us alone & leave the app just as it is? Or will she add the access code to a more relevant link or improve her notification of this vital info in other ways? We will watch future reviews with interest...do let us know!!