Verified review
2/10 Terrible
Myke R.
3 July 2022
Disliked: Cleanliness, check-in, communication, listing accuracy
NEVER AGAIN NOVASOL and probably never again VRBO!
TERRIBLE EXPERIENCE
I was sent an email with a code to the house but no directions on where to find the key. Looked around and found one of three doors to the house unlocked and walked right in. We later found the lock box. We were greeted by a house that was not cleaned in the slightest. Plastic cups from a party left in the pool. A pile of dog waste next to the swingset in the yard. Pet hair on the couch with other stains. Puddle of water in one of the bathrooms from a shower that apparently couldn't keep the water in. Second bathroom with spiders and stains of some sort in the shower AND SO ON! No way to cover the window next to the door to the outside for a bedroom on the main floor, which meant no privacy. We had to rig up a curtain with a broom. Water pressure problems in the kitchen and bathrooms and the biggest issue of all being the broken door to the backyard. It could not be closed or secured so it was OPEN for the two days we were there.
So, why never gain NOVOSAL? There's not enough characters to explain all that went wrong with this company but let's just say I now know that they are known for TERRIBLE customer service. I spent the day of arrival and the next day repeatedly on the phone with them explaining the situation and was getting the run around. They sent someone out on Saturday (day two) who couldn't fix the door and had to wait until Monday to see if they could get the needed piece. Until then, we could not secure the home so leaving it with our belongings inside to tour different sites in the area wasn't an option. They insisted they find us a different accommodation but couldn't and told us if we left that night (it was 2000) we would be given a refund. I told them I drove 10 hours to get there and would not be leaving until the next morning. FINALLY, they agreed and we left within 48 hrs of arriving. They failed to check the home properly before we arrived, to use common sense and logic when dealing with the situation and left it up to me/us to track them down to stay on top of assisting us with the problems at the home. Full disclosure: I got my refund this week (three weeks later) after following up multiple times with them and showing proof so I am now leaving this review, which is for the home, Novosal, the home owner AND VRBO. VRBO was also no help! Many have posted that Novosal did not give them a refund after having issues so use them at your own risk since VRBO can do very little to help. Never again!!!
Myke R.
Stayed 7 nights in Jun 2022