When we arrived at approximately 9:00 pm, our rental (reserved back in January), was occupied by other people. We used the electronic door code, but the door was security chained shut. The couple inside then began yelling and slammed the door on us. I knocked and explained that we had the condo rented via VRBO. The man inside continued to yell that he had a "paper" booking, was staying through the weekend and wasn't leaving. He refused to show any paperwork or email confirmations of a legitimate booking.
I called host Becky to figure out what was going on, but she did not return our call right away. We were 12 hours away from home and it was now around 10 pm on a Saturday night. We decided to find another hotel, however there was very little available (Sat night, spring break). We ended up finding a hotel in Pigeon Forge at the last minute, but it cost us and extra $600 from what we booked with Becky & VRBO.
Becky called back later that night and was confused about who was in the rental and how this happened. In a follow up message the next day, she indicated that she had multiple units in the same building, and there was a mistake in giving the other couple our unit number / door code.
Becky refunded us the full amount of the condo. However, the location was not ideal and we dealt with extra traffic all week. I try to be forgiving, however this mistake cost us extra money, time and put a damper on the whole week. It was a horrible experience.