Upon checking in @ 4 pm / Saturday-Nov. 7th, we noticed the pool & spa were not heated as we requested "and" paid for - I sent an email to property mgmt. company (5 Star Properties); by the next day neither again were of proper temperature -- I send yet another email and call several times - only to get voicemail -- at which point we lost 2 day s of enjoying both the pool & spa, so I contacted my credit card to to dispute the "heating charges". Monday brings no change in pool temp., I again call (10:45 am) and explained to the gal what's going on - her very first comment to me was: "why did you call your credit card company to dispute the charges? ... we would have refunded you the money"; my reply was" "really - that's first worry for someone in the customer service business?" .... she continues on with much the same for 10 minutes, when she finally says that she's call the Pool vendor to have him come out - which he did - at 6:05 pm ... a 3rd day of not being able to enjoy the pool & spa. The pool vendor stated that the main person was on vacation, but he would come over tomorrow (i.e. Tuesday), to double check the system - we did see anyone until Friday morning @ 9:50 am. In the mean time, I spoke to Justin @ 5 Star on Tuesday and Martha on Thursday, regarding some sort of refund of the rent - I explained that we rented the house for the primary reason of having the pool & spa, because we as a family were not doing any sightseeing, etc. because of COVID. Justin was nice enough to say he would check with a Supervisor -- never heard back from any Supervisor ... thus my call to 5 Star on Thursday - which is when Martha answered; after explaining to he that we lost 3 of 7 days use of the primary elements of renting the house, she came back not just once - BUT three times in a row: "did you read point #25 in your contract?" (referring to the fact that they were not liable for malfunctioning pools or spas) -- I could tell right away that she was wanting me to answer 'yes or no', because she was recording the conversation ..... after she calmed down, I stated that point #25 would only be applicable if we had started out with a working pool & spa - which clearly we did not - she put me on hold for 4+ minutes trying to locate a Supervisor - when she finally came back on online, she stated: "that a Supervisor would be back until next week" -- I said goodbye & hung up ...... VRBO should distance themselves from 5 Star Properties!!
