The main reason we rented this place (and paid a significant premium to do so) was for the heated pool and hot tub. Upon check in on Saturday at 4:00, we notified property management right away that neither the pool not hot tub were heated. They came out to look at the heat pump for the pool and the fan was completely broken, so the heat pump would not kick on at all, leaving the pool temperature below 70 degrees and unusable. Seeing as how the two previous reviews both expressed issues with the pool heater, I am not sure how something like this goes unchecked during turnover before new guest's arrival. The technician was not able to replace the part to have the heater running until Monday at 4:00, at which point the temperature of the pool was not up to an enjoyable temperature until Tuesday late afternoon. Imagine having to tell 4 children ages 2-5 "sorry kids, you cannot use that pool right there because it is broken and the water is too cold". The time it took to get the pool temperature up to heat constituted 3 nights of our 7 night trip (43%) without the amenities that we paid a significant premium to have. I called to inquire about a partial refund and left messages 4 or 5 times without any call backs. Even worse, they almost laughed that I would even inquire about it. We paid a significant premium to enjoy a heated pool and hot tub, which did not work for nearly half of our vacation to no fault of ours and my concerns were simply brushed aside. I understand things happen, but they advertised and rented me a product that did not match the description. If it had been corrected the next day, I would not have said anything about it, but missing a major amenity for nearly half of your vacation is a big deal. After me having to call back again nearly two weeks after our stay concluded, I was told that they would not provide any compensation for our amenities not working. It is really a shame because the owner did a great job with place and we enjoyed it otherwise. I do not see how they do not understand that amenities are why people rent certain places.
I hope they are able to switch rental management companies because Roelens is a joke!!! I am disputing the charge with my credit card company. I am also hoping VRBO is able to help, as I reached out to them as well.