On June 19, 2020, I rented a house in Isabela, Puerto Rico to say from June 26th, to June 28th.
Property #159278vb
Reservation ID HA-C1K8KJ
I received confirmation through email.
On June 26th, we went from our home to Isabela. This is a two hour drive. With a newborn and a car packed with everything we needed.
When we got to Isabela, the pin took us to a Church in town. Not the property. As to that effect, we contacted the property owner. When we call she told us that there was a mistake in the reservation and that the property we rented was not available. It is my opinion that this should have been notified to me prior to us driving and getting everything ready for our stay.
The property owner told us that she had another apartment that she could give us to stay. At that moment, we were taken to this other apartment to see it. This apartment was horrible.
She told us she had another apartment. We went to see the other apartment. The apartment was not what we wanted and not even close to what we originally rented. But since it was already late in the day and after driving two hours, we decided to stay there. At least it was clean. Once we were accommodated, we turned on the air conditioner. The air conditioner from one of the rooms did not work. The property owner later sent some workers to verify the air conditioner. It did not work. So the workers came again to change the air conditioner. As in, take out the one already there and install a new one. During this time, we had to leave the apartment. The air conditioner was installed and working by more or less 8:00 pm. So, we basically lost that day entirely in trying to locate a place to stay and once we were provided with a place, we had to wait for them to fix the air conditioner. I paid for that they.
I contacted Costumer Support the same day. I told them what was going on and that I needed help. They told me that the were going to contact the homeowner and that they were going to call me back to let me know how they could help. As of today, I have not received a call back or an email. In my opinion, this is very disrespectful and insensible. They don’t even know if I was able to resolve the matter. I could have been left without a place to stay. This has been a very bad experience. As I told you, all we wanted to do was to have a nice relaxing weekend with everything that is going on in the world with COVID19 and could not. I am trying to contact costumer service for help.
