4/10 Poor
Robert W., The Woodlands, TX
26 Jul 2021
Unfortunate Situation
I booked this property in April 2021. The property is largely as-advertised. There was however an owner-related issue that I will address below.
The pros: an accommodation that is convenient to the neighboring park, grocery store, and some restaurants, and is also reasonably close to the beach. Lots of space - It can host a large number of guests, and the large yard, amenities and hot tub are nice.
To know: The property is better-suited to a group of friends or family gathering for a large (party-type) agenda. This is not
a rental with ''finishing touches.'''
The bad: Regrettably, the owner placed me in a rather unfortunate situation. The prior guests broke the plumbing system (apparently by stuffing baby wipes down the toilet) - and thus the only operating toilet was a toilet located in the far back corner of the basement. I was traveling with a few children, for which such an arrangement was not suitable. While I of course sympathize the owner's plight - particularly given the reality that Covid has impacted vacation rental owners financially - the owner should have offered me an opportunity to cancel my reservation (which I would have most certainly accepted under the circumstances). Instead, I was told of the toilet ''arrangement'' upon check-in with the local agent. After surveying the property, I indicated to the local agent that the ''arrangement'' was unworkable. While visibly sympathetic, the local agent indicated that only the owner could take action - they were merely key brokers.
Fortunately, BelleVilla (the listing affiliate of VRBO) was there to help. The SOS line (which, after at least 15 similar stays, I've never needed to use) was overwhelmingly positive in its support. They were able to contact the owner - who dispatched a plumber. Said plumber indicated (after an hour of work) that perhaps one additional toilet might be able to be brought online during our stay. At this point, however, the septic system was opened inside and the entire house smelled like the sewer. As children (and spouse) began to gag and vomit, we made the decision to leave. Per BelleVilla, the owner refused to cancel the booking or provide any refund. Fortunately, however, BelleVilla stepped in and provided me with partial reimbursement.
To conclude - after this stay, I am now firmly convinced that the booking fees we pay as part of these reservations do indeed provide a helpful service. Thank you BelleVilla!
Robert W.
Stayed 3 nights in Apr 2021