After landing in Montrose and driving to Telluride, we arrived with our luggage, five children, and four adults—only to discover we could not enter the house. The lockbox code worked, but there was no key inside. Standing outside in the freezing cold, I used three different phones trying to reach VRBO or the property manager. After more than 30 minutes, our driver had to leave, and we were left outside with our luggage and kids at a house we could not access.
Eventually, I was able to reach someone who provided a garage code so we could enter. Unfortunately, what we walked into was unacceptable. The first bedroom we saw was in complete disarray. The kitchen was filthy—food left on the counters, trash piled up, dirty dishes everywhere, and unused food still in the refrigerator. Even worse, there were items in the trash that my children should not have been exposed to. After waiting in the cold, entering an unclean house in that condition was extremely disappointing.
To make matters worse, my child, who was staying in the lowest bedroom, saw a rodent running through the house. Additionally, my daughter and niece, who were sleeping in the second bedroom upstairs, were unable to sleep due to constant loud noise coming from what we believe was a nearby utility room or hot water heater. Maintenance was contacted, but the issue was never resolved. The noise was so disruptive that they were forced to sleep on the couch for one of the nights.
We were promised by VRBO that the cleaning fee would be waived and that one night of our rental would be refunded due to the situation. The cleaning fee was refunded, but despite repeated follow-ups, texts, and requests, we have received no response regarding the promised one-night refund. In my opinion, this is dishonest and extremely poor customer service.
That said, on a separate note, the house itself actually worked well for our family. We traveled with my sister and her family, totaling four adults and five children, and the layout accommodated us nicely. The location was very good, and transportation was convenient. I do not have major complaints about the property itself.
My primary issue is with the management of this VRBO office. Promising a one-night refund and then failing to respond or provide any explanation is unacceptable. Because of this experience, I am highly disappointed and not confident that I would rent in Telluride again through VRBO, given how this situation was handled.
Trummie P.
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Jan 2026
