Second Home Vacation Rentals

Poor Communication and Customer Service
A group of us had planned on staying at the rental, “*** *** ***,” through this company and booked our vacation in late MayThe week before our vacation we received an email telling us that the rental had a broken pipe and was no longer available and to call themThey were called right after the email was received and the lady who answered the phone had no idea what we were talking aboutAfter she looked us up, she said they had been hoping the issue would be fixed by the time of our vacation, but that it wasn’tWe asked if they had another unit for us since we were leaving a week later and her answer was maybe, that there might be another unit, but that it would be an extra $a night for the weekShe wasn’t even sure if it was available and would need to get ahold of her manager to see if (a) it was available and (b) if they would be able to offer it to us at the same price as the other since it was a last minute cancellation on their partThere were multiple instances of poor communication and customer service on their part:
We were not made aware of the broken pipe until the very last minuteWe should’ve known about this as soon as the problem occurred in case it couldn’t be fixed in time so we could make other arrangements for our stayInstead of CALLING us, they sent an email with a request to call themWhen called, the lady in the office had no idea who we were and what the issue wasI’m not sure where the blame falls with this, but when someone who has already paid $for a rental for a week calls about a now unavailable unit the week before their vacation is supposed to start, it should be something the person answering the phone knows aboutThey were not prepared with a solution when we called themNot knowing whether another unit is even available is unacceptableOne of our group members had purchased airfare that could not be refundedWe were lucky enough to find a place through *** last minute, but did have to pay an extra $for the weekAs a group we were lucky in two ways with this (a) we were able to find another place and (b) we could afford itIf that had not been the case, our vacation could have been ruined completelyWe visit Colorado quite often and would never again try to book with this company