Forest Family Escape 2 Miles to Poplar Forest

Reviews

• Not Ready to Host You Here

  1/5

  I am writing about our recent booking through VRBO, and the company that manages this property, EVOLVE. First off, I would avoid any EVOLVE properties. If the way they handled our booking is any indication, they are either inexperienced or incompetent. To start off, we never received any instructions about check-in. We had to call VRBO, who transferred us to EVOLVE, and after about an hour on the phone, they made excuses and said they thought it was sent but finally emailed check-in instructions less than an hour before we arrived. Once we arrived, this house seemed like they decided last minute to rent. It was fairly clean, but very minimal and did not have many of the items they listed and that you would expect at a rental. EVOLVE wouldn't help us with any of the issues we contacted them about and only referred us to the Guest Contact. We attempted to contact the Guest Contact for our property and left an email detailing what issues we had at the rental property. But we never received any reply. There were no towels at the house even though it said there would be. We had to go buy towels on the first night so our group could shower, so I was out $50 right off the bat. Also, we could not find the WiFi password anywhere even though it says on the checkin instructions that they are in the house but doesn't say where. So our group had to use data and hotspots on our phones, again costing more money we shouldn't have had to spend. Also, there were no paper towels (there was one sheet left on the roll in the kitchen there), and no garbage bags to be found. When we cleaned up to leave there was nothing for us to put garbage in, and no outside can. So we put everything we could in the one small trash can in the kitchen(which also had no bag in it) and piled everything else as neatly as we could next to the can. Finally, and admittedly I didn't even check as I've never been in a rental with no television, but there is no tv in the house and at least one of the rooms has no furniture whatsoever. I have never in all of my years of travel been to a location without a television or with so many rooms ill-equipped. Also, in addition to everything else, there was a knife left on one of the bedroom window sills that seemed a little dangerous to be left there. After contacting EVOLVE, they informed me they couldn't do anything because we had no photos of missing garbage bags, towels, etc. HORRIBLE!

  *This review was originally posted on Vrbo

  Manager's Response:

  Hi Scott, We take feedback from our guests seriously, especially when they let us know that we missed the mark. We went over your feedback with the owner and would like to address the items you mention:
  - We confirmed that the informational email with your check-in/out instructions was sent 3 days before your arrival
  - Since Evolve doesn't provide on-the-ground services for the properties in our network, there is a local guest contact available 24/7. Their info was also provided before your stay
  - The towels were in the linen closet and the Wifi password was on the router
  - We do not advertise TVs at this property; travelers can see the list of amenities in the description as well as the listing photos before they book so they can decide if this home has what they're looking for
  If an issue does arise during our stay, we'll look at documentation from both the owner and guest so that we can provide a fair resolution. Based on what you provided, we weren't able to offer the resolution you requested. We will continue to strive for 5-star experiences for all of our guests moving forward!