2/10 Terrible
Jess D.
5 Nov 2022
Save your trip, don't rent from this company
This property is run by a real estate company who does not care about customer service. We had no hot water or internet for the first 2 days of our 3-day stay, no way to contact anyone for help, and they did not refund the reasonable 50% of our stay I requested and expected given the awful experience we had.
We arrived on a Saturday, picking up our keys from the office not far from the rental. We were given the keys and minimal paperwork, which did not include any information about checkout procedures nor wifi info (it turned out). The contact information for the office was highlighted, but nothing was noted about the fact that they are closed on Sunday during the off season and they'd be closed on Tuesday, when we were checking out, for a holiday.
We didn't need hot water upon arrival, and who bothers to check that you have running hot water when staying in such a place? Well, now I do. Sunday morning, I went for a walk and then needed to take a shower. No hot water. I emailed the office, then called. I hear a message that they're closed on Sundays. I tried the office of another nearby location. Same message. I called VRBO. They stated they couldn't help me in any way because the payment is independent of VRBO, so there's nothing they can do. I got a call from a different office apologizing and saying they're work to find someone to come out that day to fix it. We left to go hiking for the day. Upon return, still no hot water or wifi.
So that night, I heated water in a pot and in the tea kettle to do a dip bath. In Spain. In a supposedly high end unit. Ridiculous.
Finally, on Monday while we were away sightseeing for the day, they sent someone over who repaired the water heater. The unit was broken and in need of repair. And they dropped off a wifi router.
So, for the last 18 hours of our stay, we had all the amenities we'd paid for, including the basics like hot water.
On Tuesday, we went to the office to return the keys and address the fact that no refund had been issued. Their office was closed, even though we were there during business hours. We were not informed they'd be closed on our checkout day.
Do not rent from this company, Ceigrup Torrent API. Do not rent from independent companies who use the VRBO platform because even though they say you'll be protected they'll do nothing to back that up.
Jess D.
Stayed 3 nights in Oct 2022