Let me start with the good. The unit is nice and it’s right on a lovely quiet beach. We planned to stay for two weeks. After we arrived we enjoyed the sunset laying on the sand and the views of the night’s sky and Milky Way seemed to make the very long drive beyond Puerto Penasco seem worth it…
Then, the horror began.
Tired from our long journey, we laid in bed looking forward to a restful nights sleep. It came…. A large cockroach scurried across us as we laid there. On our bed!!!! This began an epic battle which ended in the untimely death of our new “friend”. But, like any horror story it got worse. As we removed from the first roach, one of his friends also crawled up the bed and onto the headboard. Now frantically racing around trying to kill it there was another, then another. In the bedroom. In the living area. Crawling up the kitchen counter. It was a full on invasion.
We frantically called the owners who came quickly and were just as horrified as we were. Maria agreed we could not stay there, and offered to move us into their guest room as our unit was not habitable. By this time we were completely freaked out, having seen more than 10 roaches in a 15 minute span, and realized we could not stay. It was nearly 10pm, but I was able to find a place at a resort. Maria helped us pack, and as she grabbed one of our bags another roach crawled off it and she recoiled. She hugged us as we left and told us we would get a full refund.
The next morning, we inquired about how that would be refunded only to be told by Maria that because giving a refund would impact her Premier Partner status with VRBO she would not be refunding our stay. Please keep in mind - it’s not because we did not deserve it or because she had not promised us a refund - it was because of her status.
We tried to work with her, and have tried to work with VRBO. Initially VRBO agreed we should get a refund, then they later emailed us a form letter that they would not be. Apparently the guarantee VRBO claims to provide is not worth anything. So now we are out the cost of the unit that was inhabitable, and paying double for a place that is not the Roach Motel.
Be warned. There are many good reviews at this unit - and perhaps this was some strange Halloween experience. But the lesson here is one of disappointed. We took Maria at her word, and her decision to put her status with VRBO over her guests should be a warning to everyone, and VRBO’s lack of