I reserved this home on 9/5 for 9/21-24, and included a question to the owner - no response. The next day my family pointed out the realistic, life-size pirate hanging from the LR ceiling, which may be obvious to some, but I definitely had not noticed. Freaked out by the mannequin, I sent a msg via the website to the owner asking if it could be removed for my stay - no response. Assuming something could be worked out, the deadline for a full refund passed. Eventually I sent another request asking about removing the mannequin – no response.
I finally called VRBO/Vacasa. I explained the situation, stressing the time had passed for a full refund, and, if it turned out the mannequin could not be removed, I would end up having to pay for a rental I did not want to stay at. I felt this was wrong, someone should have responded to me. Now I would be financially penalized for their failure to respond to my question in a timely manner. Through the course of conversations w/VRBO, I was told the mannequin could not be taken down. I was also told that if, in my initial email asking for the it’s removal, I had said that I would cancel my reservation if it could not be removed, I would have been given a full refund (to me, it would have sounded threatening if I’d said I would cancel if it couldn’t be removed). It also seems my emails were going to a property manager, even though the msgs I sent were through the site’s “ask owner a question.” I was also told the property mgr said it was clear from the website there was a mannequin hanging from the ceiling – clearly it was not, or I would have noticed it. Even to have mentioned it in the property description would have made it evident, but there is no reference to it. I have repeatedly said to VRBO staff I feel this is unfair, I am being penalized by having to pay the full rental cost for a rental I would have cancelled if I’d been contacted in a professional, timely manner and told the mannequin could not be removed. In my third call, I asked for a credit for the amount I’d paid; it was then I was told the property mgr had said, “no refund, no credit.”
So, potential renters, beware. First, there is a life-size pirate hanging from the LR ceiling; if that makes you uncomfortable, look elsewhere. Next, do not expect efficient communication; “customer satisfaction” is definitely not on the agenda. This house sat vacant for the days I’d rented. What an eye-opening, expensive, learning experience for me.