We booked a cross country family trip to this property. Our party included 2 doctors, a sales executive, a business owner and a law enforcement officer: we are good conscientious people and were interested in a relaxing weekend for young professionals for a special birthday.
At check in our guests were off of a redeye and already up approaching 24 hours. We arrived and put our custom code in the lockbox only to find that the lockbox doesn’t work. Locked out.
We called the customer service number for the listing and were told “the spare key is in a lockbox attached to a bench.” We scour the property, there is no bench. It takes an hour to convince them of this fact.
They send the “housekeeper” to let me in. 45 minutes later she shows up with her boyfriend, 2 strangers showing up in the dark, with NO ABILITY TO LET US IN. But we had to live in the fear of these 2 strangers on our property in a strange city after dark. She ultimately calls the property manager who is 45 minutes away.
3-4 hours in now. Finally the property manager shows up, refuses to get us a hotel. He tries to upgrade the door technology for a half hour, no success. He calls a locksmith. Locksmith comes an hour later. We finally get in around midnight.
We ended up with a patio door that didn’t fully lock, a dead bolt hole with duct tape, and metal shrapnel from the locksmith on the deck which ended up getting painfully stuck in a guests foot the next day.
So we lost an entire night of our stay, and got no sympathy or restitution from them. I can’t even speak to a corporate representative to tell this story. Hopefully they see this here and feel the need to make this right.
Customer service is nonexistent. Not one call or text the next day “sorry that happened did it work out?” Nothing.
I called the call center to complain they say corporate will get back to you in 1-2 days, and refuse to put me through to corporate, and say they can’t refund us. Rinse and repeat for a full week. Vrbo call center was the same deal. Stonewalling and no ability to help or even speak to someone at corporate.
Overall in my opinion turnkey is Unsafe, heavily outsourced, has no local footprint to help, has no regard for clients- I would stay far away.