This is appalling, that you are asking me to review our stay, when we were refused access to the property. You knew this, because you advised me that I needed to contact the host, because they had not given me access details. When I did, they refused me access. You have confirmation of this in the recorded online chat. This was at 9 pm the night before we travelled to Dallas from the Dominican Republic. My wife and I were left with nowhere to stay. Your 24 hour helpline was useless, as three times all I got was a recorded message in Spanish.
I have been waiting two weeks for a refund. This is the most appalling rental service I have ever experienced. Do you actually want to do anything about apologising and compensating me for this dereliction of service???